Reports

An overview of the Reports page

The reports page is the main page where you will be able to drill deep into your data, find actionable insights,  identify improvement areas and monitor your successes. The list goes on :)  

Generally, the reports page can be broken down into 4 main sections: 

  1. Top page navigation filter
  2. Happiness and Lost time graphs 
  3. Report filters
  4. Predefined feedback factors

Please note that if you clicked on a specific shortcut element on your dashboard, it will take you to the reports page and show you your desired data based on the predefined filters you have chosen and saved with this shortcut. 

 

1 Top page navigation filters

These navigation filters will help you to set the scene for the data you would like to further analyze and drill into: 

  • The "Services" button/ drop-down filter allows you to switch between your different measurement areas and surveys you have in place. If you are only using the ticket-based surveys for the Service Experience module you choose "Services" to see your corresponding data set.
    If you have IT Experience surveys enabled (Mobile devices, Remote work, Collaboration with IT, Enterprise applications, Laptops & computers, Office environment), you can choose the corresponding title, eg. "Mobile Devices" to receive the data information.
    If you want to access your data for the Portal Experience surveys then you choose "Service Portal". 



  • The filter search bar allows you to manually search for filters but also adds any filters you select or click on the entire reports page.  You can also create a Shortcut by clicking "Save". Depending on your filter selection your data will slowly become more granular. You can easily clear all filters by clicking on the “x” symbol.
  • Please note that "Incident" will always be the default selection. You can switch between "Incident" and "Request" with the incident and request buttons and your selection will be highlighted in pink.

    If you want to see your overall Happiness and Lost time scores for both incidents and requests then you need to simply toggle either button off so that the buttons "Incident" and "Request" are both in white color. 
  • Choose between "Happiness" or "Lost time" to look at your data from either perspective. The data view can be changed at any point. 
  • Select a suitable time period you want to analyze your data or choose a custom time span by manually selecting "Go back in time...".
  • Download your data at any point in time to get a local CSV copy. Make sure you select all the filters you want or need to make the download meaningful to you. 

 

2 Happiness and Lost time graph

When switching between Happiness or Lost time you will see the graphs for each one of them. The title of the graph will summarize, depending on your choice between Happiness and Lost time:

  1. the Happiness average of the time span selected as well as the total number of feedbacks received or
  2. the Lost time average of the time span selected as well as the total number of feedbacks received. 

Note that the number of feedback received for Happiness scores and Lost time can vary. This is because some employees do not respond to the  Lost time estimate question. 

Sometimes the average Happiness or Lost time scores (in the graph title) are different from the score along with the graph. This is because the daily scores are calculated as weighted rolling averages from the previous seven days. It allows us to "smoothen out" the graph avoiding big dips and spikes for when feedback volume suddenly and significantly changes. Read more here

View the daily Happiness Value by hovering on top of the graph line. You can add comments to annotate the timeline e.g. for major events. Do this by hovering on the bottom line of the graph (see green icon below). These comments are visible to all.

3 Report filters

This section is the most elaborate section. It is predominantly based on the data configurations you made between your ITSM tool and HappySignals. The widely used report filters are: 

Assignment group, country, company, services, IT profiles, Lost time distribution, score distribution, channel breakdown, vendors, reassignment counts, CI, region, location, language, and many more. 

Each of these report filters will either show you the Happiness scores or Lost times depending on your selection. They also function as a filter when selected.

Together with the graph, they will help you to understand how your support processes are performing from different viewpoints and based on data from your ticketing system. You can quickly see which aspects of your services need attention the most, based on Happiness/Lost time and feedback volumes.

Take a look in your "Settings" and "Configure" sections to see the full scope of report filter options. Should you have any questions feel free to contact us at support@happysignals.com.

 

4 Predefined feedback factors

In this section, you will be able to see all the predefined feedback factors your employees have selected when responding to the resolution email. Read here "What feedback questions and factors HappySignals ask from your users?".  

The factors are divided into positive, neutral, and negatives based on the score given by an employee. You will be able to see the total number of the feedback given (next to the titles negative, neutral, and positive. 

The percentage values show how often each factor is selected. Click on a factor to drill down to related feedback details. 

"How to interpreter the factors and what the colors mean?" you can read more here