You can now configure charts to display the data that is most important to you. You can choose any Dropdown question on your inbound or admin case form(s) to visualize in a custom chart.
To configure charts click on Create Chart which will open the chart editor.
Creating Charts
First, select the Chart Type:
- Histogram
- Stacked Bar
- Donut Pie Chart
Next, select the Question to Visualize which will include the questions in your company’s case form(s)
- Case Attributes
- A/C Privilege
- Priority
- Status
- Assigned Admin
- Resolution
For a future iteration: any custom case action will be included in this case attribute list as well.
Form Questions
Any question which is of Dropdown type on the inbound or admin case forms.
Include a Title for the chart
Select Visibility:
Company: anyone in the company who has access to charts feature can see the chart (with respect to the cases they have access to)
Admin: This limits the chart visibility only to the admin who created the chart. Such charts live at the bottom of the charts page
Time Filter: At chart creation, you can specify the time range filter you want to apply at the chart level.
Note: If you apply a custom time filter at creation the chart will ignore the global time filter. If you select ‘all-time’ the chart will filter according to the global filter.
Rearranging charts: You can easily re-arrange the charts order by dragging and dropping using the Select Charts button.
Editing or Deleting a chart:
Next to each chart’s filter, there is a Three dot menu icon which can be clicked to edit or delete a chart.
If the chart’s visibility is set to “Company” editing or deleting the chart will apply across all admin accounts.
Important Note: On charts, we visualize all unique options from both Inbound and Admin case forms. If there is a choice which exists on both forms, we will show the label of the Admin form.
E.g. If there is an issue type choice called Harassment on Inbound form but called Harassment or mistreatment on the admin form, on the charts, we will show Harassment or mistreatment. However, given the choice is the same (they just have different labels) data will be displayed from both case types.