Halo Service Desk Guides
Documentation to assist with the setup and configuration of the Halo Service Desk platform
Charts and Graphs in Reports
Using the graphing function can provide powerful visual insight into a particular part of your business. Below is an example for a yearly report, showing tickets logged month by month. This shows the increasing volume of tickets over June and the tail off beyond thus allowing presentation of this data to others.
This guide will cover adding a chart to a report, sending that out via email and explaining the types of chart and examples of uses.
Adding a Graph
Almost any report can have a graph added to it. Configuring these is simple:
- Head to the report you wish to graph.
- Click Edit in the top left.
- Head to Chart Setup.
- Select the relevant fields for the X and Y axes (which are the bottom and side respectively).
- Decide on Sum or Count for Y values.
- Hit preview and adjust as necessary.
- When you're finished, click "Next" at the bottom and "Save" at the top of the inner window.
The chart is now saved and will display at the top of the report preview and can be configured to send in scheduled reports.
Displaying a Graph in a Scheduled Report
Click "Edit" on the report you wish to send out on a schedule. Options will appear at the side of the screen, including "Scheduled Emails". Either create a new schedule or edit an existing one and tick the following box:
This will send the chart with all scheduled emails sent.
Chart Types Explained
There are a few chart types in Halo which can be used for different displays of data or are more useful for showing different interpretations of many series of data.
For the following examples, this is the data set, # of tickets of each type closed this last year by each Agent. The single series charts use just the incidents column;
|Agent||Incidents||Problems||Service Requests||Change Requests|
Good for discrete data i.e. ticket counts in a given date range or income per section per month.
Good for data similar to the above but gives an idea of proportions or percentages of different sets.
Good for seeing trends in data, links columns with lines to show inclination or declination. Great for time based comparisons of changing data i.e. Tickets opened per week
Similar to the Line Graph with more definition in the lower portion, filling the area between the line and the X-axis.
Often used in Sales contexts, this is another visual data representation
Multi Series Charts
These are used to show many series of data on a single chart. Here we can compare all tickets closed by each agent compared against their individual totals. The right graph has the option "stack bars" checked to show a total comparison between the agents. This seems to show a very different representation of the same data where 4/5 agents have very similar totals but differing values for each ticket type.
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars