The Statistics report can show, for example, your totals and carryover for a period: how many issues were created, closed, active, etc., and the percentage difference between the Reporting Period Metric and the Comparison Period Metric.
Agents can also generate a Drill-down report that displays the issue number and other issue information for the issues included in the Statistics report. The issue numbers in the Drill-down report are links that can be used to access the issue information within FootPrints.
Customize the Statistics Created, Activated, or All Activity Report
To customize the report, on the Executive Dashboard page:
Click the pencil icon beside the title of the report. The customization fields are displayed.
Name field—In the first field, where it says Statistics "Created", "Activated" or "All Activity", enter a name for the report.
Metric—Specify the metric to be used for the report. Options are:
Unresolved—Number of issues still unresolved of the ones that were created (Created report), activated (Activated report), this time period or total unresolved for “All Activity”.
Unclosed—Number of issues still unclosed of the ones that were created (Created report), or activated (Activated report), or both this time period or total unresolved for “All Activity”.
Created—The total number of issues created this time period.
Activated—The number of issues that have been activated of the ones created this time period. Activated does not implied Unresolved or Resolved or Closed. For example, an issue could be Activated and at the same time be Unresolved. An issue can also be Assigned and at the same time be Closed.
Responded—Number of issues that have been responded to of the ones created (Created report), or activated (Activated report), or both this time period or total unresolved for “All Activity”.
Active—Number of issues still unresolved that had been activated of the ones that were created (Created report), or activated (Activated report), or both this time period or total unresolved for “All Activity”.
Activated unclosed—Number of issues still unclosed that had been activated of the ones that were created (Created report), or activated (Activated report), or both this time period or total unresolved for “All Activity”.
Resolved—Number of issues that have been resolved of the ones created (Created report), or activated (Activated report), or both this time period or total unresolved for “All Activity”.
Closed—Number of issues that have been closed of the ones created (Created report), or activated (Activated report), or both this time period or total unresolved for “All Activity”.
Initial carry over unresolved—The total number of unresolved issues at the beginning of the time period. This number does not change during the period.
Initial carry over unclosed—The total number of unclosed issues at the beginning of the time period. This number does not change during the period.
Carry over unresolved—Total number of unresolved issues from previous periods. This number goes down every time issues that were created (Created report) or activated (Activated report) in a previous period get resolved.
Carry over unclosed—The total number of unclosed issues from previous periods. This number goes down every time issues that were created (Created report) or activated (Activated report) in a previous period get closed.
Qualifier—Select data from This time period or the Previous time period.
Time Period—Options are:
Day—Refers to the current or previous day. If, for example, you requested data for the current day, the data would cover the period from 12:00:01 that morning until the current time. Data for the previous day would include data for the entire 24 hours of the previous day.
Week—Refers to the current or previous week. If, for example, you requested data for the current week, the data would cover the period from 12:00:01 Sunday morning until the current time. Data for the previous week would include data for the entire seven days of the previous week.
Month—Refers to the current or previous week. If, for example, you requested data for the current month, the data would cover the period from 12:00:01 on the first day of the month until the current time. Data for the previous month would include data for all days of the previous month.
Quarter—Refers to the current or previous quarter (three month periods defined as January through March, April through June, July through September, or October through December of a given year). If, for example, you requested data for the current quarter, the data would cover the period from 12:00:01 on the first day of the quarter until the current time. Data for the previous quarter would include data for all three months.
Year—Refers to the current or previous year. If, for example, you requested data for the current year, the data would cover the period from 12:00:01 on January 1st until the current time. Data for the previous year would include data for all days of the previous year.
Comparison Period Length—Options are:
Full—Full Period shows the full prior period counts. For example if the report is showing Statistics This Week, the comparison period is Full Prior Week, and today is Wednesday, the Full Prior Period shows the counts at the end of the previous week.
Partial—Partial Period shows the partial prior period counts. The granularity of the Partial Period is always the end of the day. For example:
If the report shows Statistics This Week, the comparison eriod is Partial Prior Week, and today is Wednesday, the Partial Prior Period shows the counts as of Wednesday of the Previous Week at the current time, which would be Sunday at 23:59 hours.
For Month, the Partial Period is the end of the nth day of the Month.
For Quarter, the Partial Period is the end of the nth day in the Quarter.
For Year, the Partial Period is the end of the nth day of the Year.
Comparison Period Type—Options are:
Month
Quarter
Year
You can filter the Statistics report based on up to six fields, as follows:
Filter fields—Up to six fields can be used for filtering the report results. Filters are inclusive. That is, only issues that contain the filter item in the specified field are counted. To set a filter, click the pencil icon beside one of the empty fields. Select the items you want to use to filter the report from one of the drop-down lists. For drop-down and multi-select fields, you can select multiple values. You have the option of filtering the report using any combination of the following per field:
Up to three workspace fields can be used to filter the Watchlist Report. The following values can be selected for workspace fields:
No Filter—No issues are excluded.
Priority
Status
Assignee Field (Including Teams)
Custom Drop Down fields in the Workspace
Custom Multi-select fields in the Workspace
Custom Checkbox fields in the Workspace
The fourth filter can be selected from the custom single-line character fields available in the issues.
The fifth and sixth filters may be picked from the following list or the workspace’s address book fields:
No Filter—No issues are excluded.
Custom Character (Single Line)
Custom Supervisor fields
Custom Drop Down fields
Custom Multi-select fields
Custom Checkbox fields
The Address Book fields listed will be the fields from the Address Book that is currently associated with the Workspace.
Click Save to save the customization or Cancel to clear the form.
Statistics Drill-down Report
By clicking on a metric in a Statistics report, an agent can view a Drill-down report. A Drill-down report displays a list of the issues counted in the metric. The Reporting Period Metric Counts support drill-down. The issue numbers in the report are links. When the issue number link is clicked, the Issue details are displayed.
When a metric that supports drill-down is clicked, the Drill-down report is displayed in either a new window or a new tab (depending on browser settings). The Drill-down report displays different columns depending on the metric that is clicked:
Resolved/Closed/Responded—The title of the report is "NUMBER_OF_ISSUES_RESOLVED/CLOSED/RESPONDED Resolved/Closed/Responded". The columns for the report are:
Number
Priority
Title
Status
Assignees
Time to Resolve/Close/Respond
This is "Created to Resolved/Closed/Responded (Working Hours)" for Created and All Activity.
This is "Activated to Resolved/Closed/Responded (Working Hours)" for Activated.
All Others—The title of the report is "NUMBER_OF_ISSUES Issues NAME_OF_METRIC". The columns for the report are:
Number
Priority
Title
Status
Assignees
Last Edited On
Exporting the Drill-down Report
Agents can export Statistics data to either PDF (maintaining look and feel) or Microsoft Excel (data only) by clicking the associated icon. The report shows:
The name of the report.
The date the report was run.
The name of the Statistics report from which the drill-down report was taken.
The type of report plus the reporting period type (for example, Created This Month).