Analytics and Reporting
The Analytics module gives you full visibility into your case data through customizable dashboards and reports. Build rich charts, track KPIs, share insights with your team, and schedule automated report delivery — all from a single place.
What You Can Do
- Build reports from scratch using an interactive chart builder with drag-and-drop field configuration
- Create dashboards that group multiple reports into a single, flexible view
- Use AI to generate reports or dashboards from a plain-language prompt
- Schedule automated delivery of reports to teammates by email
- Share dashboards and reports with specific users or your entire organization
Key Concepts
| Term | Meaning |
|---|---|
| Dashboard | A collection of reports grouped into a single, interactive view |
| Report | A single chart or table built from case data |
| Chart Type | The visual format used to display data (bar, pie, gauge, table, etc.) |
| Data Field | A case attribute used as an axis, breakdown, or metric |
| Filter | A way to narrow which data is included in a report or dashboard |
| Visibility | Whether a dashboard or report is private or shared org-wide |
Analytics Page
Navigate to Analytics in the left sidebar. The page is organized into tabs:
| Tab | Contents |
|---|---|
| Predefined | System-provided dashboards and reports |
| Created by me | Dashboards and reports you have created |
| Favourites | Items you have starred for quick access |
| Shared with me | Items others have explicitly shared with you |
Use the Card / Table toggle at the top right to switch between a visual card grid and a compact list view.
Module Structure
This module is organized into two main areas:
- Reports — Build individual charts and tables from case data using an extensible report builder
- Dashboards — Combine multiple reports into a single, flexible canvas you can arrange to your needs
See Also
- Automations — Automate case workflows
- Settings — Manage organization-level preferences