Global reports can also be added to the dashboard. Note that global reports will only be displayed in the all department view.

Gallery

Chart Type	Description
Bar	Displays two or more kinds of data that can be used to compare values across categories.
Pie	Displays data that is divided into triangular areas proportional to the percentages of the whole and to illustrate the relationship of parts to the whole.
Line	Displays a trend over a period with the variations in the multiple values in a single chart.
Funnel Chart	Shows the convergence of data from the entry level to the exit level. It is typically used to show the ticket flow at any point in time.
Table	Shows the sum of the values in each category of the data.

In the gallery, you can select data from the following categories:

Tickets

You can choose bar graph to view tickets by status, pie chart to know number of tickets created from each channels or stacked bar chart to find the number of tickets for which SLA has been violated and more.

Tasks

Comparison Index

Configuring KPI Cards

Note: You can create KPI cards for all the modules. But the modules must have the respective fields created prior to creating a KPI card.

1. Component Name - Enter the name of the component. For example, Support team tickets. The name you provide here will be added to the widget.
   
2. Module - Select any standard module (For example, tickets) that you want to create the KPI card for.
   
3. Related Module - Except for the module selected in the Module field, all other modules will be listed in the Related Module field. For example, if you select Ticket as the primary module, you can select Activities as the related module. This will give a metric for the number of calls, tasks, or events closed by the agent or the team. Note: Custom modules cannot be validated.
   
4. Column - Columns are the fields created in each module, such as the Agent Responded time, Channel, Classification, Ticket Age, or Status. For example, if you select Ticket as the module, then one of the fields in the ticket layout is Status. Select the required column. The column's data will be used to validate and will be displayed on the widget.
   
5. Aggregation - An aggregate value that is the minimum, maximum, sum, average, and count of the selected column will be displayed. For example, ticket count, average resolution time, average due date, and so on.
   
6. Filter based on column - The filter based on column is time based, and the values are auto-populated based on the column selected. For example, if you selected Status as High priority, then the values in the drop-down are auto-populated. Select an option to create the metric card for the specific time.
   
7. Filter based on duration - Select the time duration (for example, today, previous year, etc.) to validate the data. 
   

Note

1. The aggregation, filter based on column, and filter based on duration will be updated based on the column you selected.
   
2. Users must click the refresh individual card to reload the data. 
   

Embeds

Note: The Desk account must be integrated with Zoho Analytics in order to add the respective components.  

1. Go to the Analytics module.
   
2. In the Analytics Overview page, click the Dashboards tab from the left menu.
   
3. In the Dashboards List page, click Add Dashboard.
   
4. In the Add Dashboard page, do the following:
   
1. Enter the Dashboard Name.
   
2. Select Dashboard Folder from the drop-down list.
   
3. Enter the Description.
   
4. Click Add Component.
   You can add more components later.
5. Select components from Reports, Gallery, KPI cards, Custom view, or Embeds.
   Global reports will be only displayed in the All Department view.
   
6. If you select a Report, do the following:
   
1. Enter the Component Name.
   
2. Select the Chart type from the drop-down list.
   
3. Select X and Y-axis data from the drop-down list.
   
4. Click Add.
   
7. If you select a Gallery, do the following:
   
1. Select a Component.
   
2. Enter the Component Name.
   
3. Select Agents from the drop-down list.
   
4. Choose a time.
   
5. Click Add.
   
8. If you select a KPI, do the following:
1. Select the KPI card - Metric Card, Comparison Index, Bullet Chart, or Dial Chart. 
   
2. Enter the Component name.
3. In the Basic Information, select a Module and Related Module from the drop-down. Select the Column to be added, as well as its Aggregation.
4. For bullet and dial chart, select the Target Type and Target. 
5. In the Standard Filters section, select the column and the duration you want the data for. 
6. In the Advanced Filters section, click + Add Criteria to only use selected field values. 
7. Click Add.
   
   
9. If you select a Custom view, do the following:
1. Select a Component.
   
2. Enter the Component Name.
   
3. Select a custom view from the drop-down list.
   
4. Select a total number of rows to view on a page.
   A maximum of 50 rows can be viewed.
5. Click Add. 
   
10. If you select Embeds, select a Zoho Analytics component and click Add.
    
11. Click Save, to save the dashboard.
    

Creating dashboard folders

Note

1. Administrators and agents who create the dashboard folder will be able to access the folders by default.
   
2. Other users can access the dashboard folders only if the owner of the folder provides access.
   

1. Click the Analytics module.
   
2. In the Analytics Overview page, click the Dashboards tab from the left menu.
   
3. In the Dashboards List page, click Add Dashboard Folder.
   Alternately, click the arrow on Add Dashboard and select Add Dashboard Folder.
4. In the Add Dashboard Folder page,
   
1. Enter the Folder Name.
   
2. In the Visible To section, select from the available options.
   
5. Click Save.
   

Actions that can be performed in Dashboards and Components