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Home > Success Center > Web Help Desk (WHD) > Web Help Desk 12.5 Administrator Guide > Create and edit reports > How bar and pie charts work

How bar and pie charts work

Created by Steve.Hawkins, last modified by Anthony.Rinaldi on Jul 18, 2016

Views: 15 Votes: 0 Revisions: 5

Ticket and asset reports can show information as a bar or pie chart, in addition to a table.

To configure a bar or pie chart, you must specify the Category and Chart Metric options. Understanding these options helps you create reports that display the information you need.

Category

Each bar or slice represents a group of tickets or assets. The Category is used to group the tickets or assets. (It is the element that each bar or slice represents.) To select a Category, choose the element you want to compare.

For example:

  • In this bar chart, tickets are grouped by assigned tech. Each bar represents a tech.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0D0/010/WHD-OB-Report-BarChartCategory_312x181.png

    The Category is Assigned Tech.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0D0/010/WHD-OB-Create-New-Report-BarType.png

  • In this pie chart, tickets are grouped by request type. Each slice represents a request type.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0D0/010/WHD-OB-Report-PieChartCategory_308x204.png

    The Category is Request Type.

    File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0D0/010/WHD-OB-PieChartCategory.png

Bar Stack Category

For bar charts, you can also choose a Bar Stack Category. This setting can be used to subdivide the tickets or assets within each bar. In the example below, the Bar Category is Assigned Tech and the Bar Stack Category is Priority. Now you can see how many tickets are assigned to each tech, and whether any tech has a large number of Urgent or High priority tickets.

File:Success_Center_V2/Web_Help_Desk_(WHD)/WHD_Admin_MT/0D0/010/WHD-OB-Report-BarChartStackCategory.png

Chart Metric

The Chart Metric determines the size of the bars or slices. In many cases, it is the total number of tickets or assets in each group. For ticket reports, it can also be a time measurement, such as the open time or work time.

Putting it together

In a bar or pie chart, the Category is the element being compared and the Chart Metric is the basis for comparison. The Category and Chart Metric are reflected in the questions a chart can answer. For example:

  • Which techs closed the most tickets last month?
    Category: tech
    Chart Metric: ticket count
  • Which assets are associated with the most tickets?
    Category: assets
    Chart Metric: ticket count
  • Which tech has the shortest average first response time?
    Category: tech
    Chart Metric: average first response time
  • Which location has the most open tickets?
    Category: location
    Chart Metric: ticket count
 
Last modified
14:55, 18 Jul 2016

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