Guide Overview

The following article is designed to provide administrators and agents with the appropriate permissions a generalized overview of the Analytics Explorer in Incident IQ. This includes:

  • Types of analytics in iiQ
  • A breakdown of the Analytics Toolbar
  • Applying filters to your analytics data
  • Methods of exporting analytics data

 

Guide Index

You can use the following links below to quickly navigate to a specific section in this document. To quickly return to this index, simply use the Return to Index link located at the end of any section.

  1. Introduction
  2. Accessing Analytics Explorer
  3. The Analytics Toolbar
  4. Using Filters
  5. Ticket View Analytics
  6. Team Analytics
  7. Exporting Analytics

 

Introduction

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

Analytics_Overview_1.png

You can see how data is calculated in any given analytics pane simply by selecting either the pane title, a question mark icon, or the data text depending on the type of pane in question. This will cause a window to pop up with a brief explanation of the logic used to calculate the metrics in a given pane.

Analytics_Overview_2.png

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Accessing Analytics Explorer

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

Accessing_Analytics.png

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Applying Filters to Analytics

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

Analytics_Filters_1.png

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

Analytics_Filters_2.png

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

Analytics_Filters_3.png

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

Analytics_Filters_4.png

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

Analytics_Filters_5.png

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Ticket View Analytics

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

Analytics_View_1.png

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.

Analytics_View_2.png

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Analytics for Teams

You can access the analytic data of any team by clicking on the View Analytics button on the right side of any existing team.

Team_Analytics_1.png

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

Team_Analytics_2.png

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Exporting Analytics

Incident IQ allows users to export analytic data for easy sharing. Users can export an entire page of analytics, or individual elements. Data can be exported in three different file formats: an image file, a PDF, or a PowerPoint file (only available in individual elements).

To export an entire page of analytics, click the download icon in the filter toolbar. Select the desired format, and the data will be exported. This may require pop-up blockers to be turned off to display exported analytic data.

Analytics_Export_1.png

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

Analytics_Export_2.png

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