The three things you work with
Analytics has three building blocks. You will meet them in this order.Questions
A saved query. “How many invoices did we process last month, by country?” You write it once and it stays.
Dashboards
A page of charts, filters and tables. It reads from your questions and fills itself in with the latest numbers every time someone opens it.
Data sources
Somewhere to read from besides your agents’ own results - a spreadsheet you upload, or a database you connect.
Getting started
1
Open Analytics
Analytics is in the left-hand navigation. You will land on your dashboards.
2
Make a question
Choose New → Question and describe what you want to know in plain English. The platform writes the query for you, and you can edit it afterwards.
3
Make a dashboard
Choose New → Dashboard, then pick the questions it should read.
Where the numbers come from, and how fresh they are
A dashboard runs its questions every time someone opens it, so what you see is current as of the moment you opened the page. The dashboard says so on screen, next to the refresh button. Two things are worth knowing before you quote a number from a screen you have had open for a while:- A dashboard does not update on its own. Nothing refreshes in the background. A tab left open all morning shows this morning’s numbers until you refresh it.
- Finished tasks take a few seconds to appear. Results are collected in the background, so a task that completed moments ago may not be counted yet.
Who can see and change what
Analytics is an add-on. Once it is enabled for your workspace, two permissions control it:
Everything you see is scoped to your workspace. A dashboard, question or data source in one workspace is never visible from another.
Next
Dashboards
Build one, share it, export it as PDF or Excel.
Data sources
Upload a spreadsheet or connect a database.