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Navigating The Reporting Suite

The reporting suite is vital to keeping track of your KPI's and progress in Halo.


Reporting Suite Basics


To check out the reporting suite, head to the reporting module on the left-side hand of your screen:


Out of the box, Halo has created a set of reports that you can use to monitor tickets, agents performance, time tracking, feedback etc.


All of these are free to use and can be modified to better suit your requirements.



The default reports have been categorised accordingly for ease - however there is a search bar if you are looking for a specific report where you can type in the name of the report - or a keyword and it will bring up reports with that word in the title.


To add or delete report categories, right-click on an existing category, then select the option you'd like to action.




We use SQL to generate reports, so if you're like to try your hand in SQL queries, the Halo reporting suite is a great place to practice. However, if it's not your thing, and you need a report that you cannot find in your reporting suite;


Head to the 'Online Repository' 


Here, there is a vast library of reports that are available to anyone to add to their collection of reports. When you add the report, it will automatically incorporate your data into the report - with no input required from you! However, if you need additional fields added to this, please let a member of our team know.



If you can't find what you are looking for in the online repository, talk to a member of our team who can help you to write the report you require. 




Walk-through of a report



When you open up a report, you will see something similar to the above. Of course, the information and fields shown will be different.


There are a few modifications you are able to make in order to organise the data further, if required.


If you press 'edit' in the top left, you'll be presented with several tabs where modifications can be made. 


Details: modify the title of the report, description and the report category in belongs in.


Data Source: where the SQL is written which generates the report.


Fields: these are the fields with have been added to the report. In this tab, you can select the field you'd like to group by, and how you want the columns to be ordered.


In this example, I've grouped the report by author so all the articles by each author show together, and the ordered by descending view count. 

It is also possible to change the positioning of each column by drag and drop to the position you'd like it to show. 


Chart Set-Up: If you'd like to add a chart to your report, you can do so here. Simply select the chart type from the drop down, select the X and Y axis and give them titles, select a colour scheme (optional) and then press 'preview chart' to see the final product.


Appearance: If the report is to generated into a PDF, you can set this here.


Availability: Determines access to the report - what agents, that customers/contacts or whether it is published. 


Scheduled Emails: If you'd like specific emails to be automatically sent out by email on a schedule, you can set this up in this tab. The set-up process is relatively self-explanatory but if you are in need of assistance, do let us know. Please note that this is dependent on whether a mailbox is set-up on your Halo instance.


Preview Report: This is where you can see your finished report. If a chart has been created for this report, it will show above the table data. 




If you have reports that are more important to you than others, you can make use of the 'add to my reports' action button.


Using this will file the report into the 'My Reports' category, so you can easily access the reports most important to you.


Dashboards


Halo also has dashboard functionality - meaning you are able to put all of your most important reports onto a dashboard - which shows on your landing page of Halo, as well on the dashboard module. 



These are completely configurable to what you'd like and easy to build. See our dashboard guide for more information on how to do this!


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