Filtering reports and saving views

A report answers the question you bring to it only when it shows the right slice of data. The default reports in Atomicwork, from the Requests overview to the Agent performance report, share one set of filters, so once you know how to narrow one report, you can narrow them all. When you find a combination you'll want again, save it as a view instead of rebuilding it each time.

Filters

Every default report supports the same set of filters. Alongside the report's own attributes, such as status, priority, group, or category, you can filter by:

• Follower
• Tags
• Created on

Each filter uses an operator to decide what matches. Operators such as "is any of", "between", and "in the last 7 days" let you match several values at once, pick a date range, or keep a rolling window that moves with today's date.

For example, to look at high-priority requests tagged for a hardware refresh over the last week, filter Priority for "is any of" High and Urgent, Tags for your hardware refresh tag, and Created on for "in the last 7 days".

Filters apply to every tile and chart on the report, so the whole page reflects the same slice of data.

Saving a view

Once you've set up a filter combination, you can save it as a view on any of the default reports. You can come back to that view later and pick up the same analysis without setting the filters again.

We'd recommend saving a view for each question you return to regularly, such as a weekly check on one team's backlog or a monthly review of SLA misses for a single service.

Drilling into a number

Every tile and chart has View breakdown, which shows the exact requests behind that metric. For example, if your reopen rate is 28%, click View breakdown on that tile to see the reopened requests and work out why they came back.

How fresh is the data

New requests appear in analytics within 1 hour of being created. If you've raised a request and don't see it in a report yet, check back after an hour.

Why some numbers differ from the older reports

Every report now uses the same metric definitions. For example, time when the SLA clock was paused no longer counts toward resolution time on any report. Because of this, some numbers may differ from what you saw in the older reports. The new numbers are calculated consistently across every report, so you can compare them side by side.