To edit the entire Slices screen, click on the Edit button on the upper right of the screen.
To edit a single Slice, click on the Configure button at the top of the chart.
The following charts are available for configuration. Click on the link to be taken to the options available within each Slice.
General notes
- Select the Chart type from the drop down at the top of the Chart Settings grid
- Enter the Title for the chart
- Click on the 'wand' next to the Title block to show any Phrased Fields available to include in the Slice title
- Option notes:
- Top X range is 1 to 50
- The Last X days option maxes out at 30 days
- The Last X months option maxes out at 12 months
- Last X Calendar Months EXCLUDES the current month
- When selecting a Custom date range, a dual calendar will appear to put in your start and end dates
- If you select the Closed tickets or Both option, the date range is capped at one year from today's date
- When selecting Rotate Labels, you can put in up to 360 degrees
- In the Rich Text Block option, click on Design to have the text editor to select type face, size, etc.
- In the Rich Text Block option, the Service Level Widget will show a list of SLA's which appear in tickets Opened or Closed in the configured date range.
Mouse over the image to see a larger example.
| Slice | Options Available |
Chart Example |
Edit screen |
| None | No Slice will be visible | ||
| Tickets By |
Type:
Style:
Display:
Tooltip:
Top:
Show:
Range:
Show By State/Show Unassigned
|
|
|
| CSAT Rating |
Style:
Display:
Tooltip:
Rotate Labels:
Group by:
Closed Range: Range:
|
|
|
| Top Users |
Style:
Display:
Tooltip:
Rotate Labels:
Type:
Top/Bottom
Show:
Range:
Name format:
|
|
|
| Top Clients |
Style:
Display:
Tooltip:
Rotate Labels:
Top/Bottom
Show:
Range:
|
|
|
| Average Response Time |
Style:
Display:
Tooltip:
Rotate Labels:
Top:
By:
Closed Range: Range:
|
|
|
| Totals |
Color:
Show:
Opened Range:
Formatting Thresholds:
|
|
|
| Rich Text Block |
Display:
Tooltip:
Text Color:
Type in the text you want in the box below Text Color.
Widget Settings
|
|
|
| Average Resolve Times |
Style:
Display:
Tooltip:
Rotate Labels:
Top:
By:
Closed Range: Range:
|
|
|
| Today's Risk/Late |
Style:
Display:
Tooltip:
Rotate Labels:
Next ___ hours
|
|
|
| Ticket Age |
Style:
Display:
Tooltip:
Rotate Labels:
Age In:
Age Categories:
|
|
|
| Ticket Trend |
Style:
Display:
Tooltip:
Rotate Labels:
Show:
By:
Range:
System hours only:
|
|
|
| Ticket Closed Stats |
Style:
Display:
Tooltip:
Rotate Labels:
Measure:
Closed:
Age in
Age Categories:
|
|
|
| SLA Performance |
Style:
Display:
Tooltip:
Type:
Show:
Range:
|
|
|
| Opened vs. Closed |
Style:
Display:
Tooltip:
Rotate Labels:
Priority Set:
Priority:
Period:
Interval:
Date Format
|
|
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