Navigating the Analytics Explorer

Incident IQ comes equipped with a powerful analytics engine designed to help IT leaders track and correlate various conditions related to your technology and staff performance.

Depending on the section, you can see how data is calculated on any given analytics section by hovering over the section title, question mark icons, or the data text. This will cause a window to pop up with a brief explanation of the logic used to calculate the metrics for that section.

To access the analytics features in Incident IQ, select Reports in the left navigation bar and click on the specific section you wish to view.

You can add filters to any analytics view by using the Filter button near the top-right corner of the page.

This will open up the New Filter selection window. You can use the left column to narrow down your filter category and select the filter type you'd like to use from the options on the right side of the window.

Next, you’ll be asked to select the specific data you want to display from the chosen filter category. Alternatively, you can select the Exclude checkbox to exclude data that matches your filter selections.

After hitting Save Selection, you’ll see your filter(s) displayed above your analytics data.

You can use the Add Filter button to apply multiple filters to your analytics view, allowing you to be as broad or specific as needed.

You can access the analytic data of any standard or custom ticket view by clicking the Analytics button near the top left of the view.

This will take you to the Analytics Explorer page with a special filter automatically applied to show only data for tickets matching the filter settings of your view.

You can access any existing team’s analytic data on More and then View Analytics.

This will take you to the Analytics Explorer page with a special filter automatically applied to pull ticket data for the selected team.

Incident IQ allows users to export analytic data, for an entire page or individual elements, in three different file formats: an image file, a PDF, or a PowerPoint file (only available in individual elements).

To export an entire analytics page, click the download icon in the top right corner, select the desired format, and the data will be exported.

To export individual analytic elements, select the three dots on the upper-right corner of the element and choose from the three types of files available to download a copy to your system.

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Hannah Bailey - Director, Customer Engagement