<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Reporting Suite Basics</strong></p><p><strong>- Walk-Through of a Report</strong></p><p><strong>- Dashboards</strong></p><p><br></p><p><br></p><p><strong>Related Guides:</strong></p><ul><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/917" target="_blank" rel="noopener noreferrer">Charts and Graphs in Reports</a></strong></li><li style="font-weight: bold;"><strong><a href="https://usehalo.com/haloitsm/guides/1249" target="_blank" rel="noopener noreferrer">Halo In-App Dashboard</a></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/887" target="_blank" rel="noopener noreferrer"><strong>Reports and Scheduling</strong></a></li></ul><p><br></p><p>The reporting suite is vital to keeping track of your KPI's and progress. This guide provides an overview of navigating each area. For more information on how to configure each, check out the linked related guides.</p><p><br></p><p><strong><span style="font-size: 14pt;">Reporting Suite Basics</span></strong></p><p>To check out the reporting suite, head to the reporting module on the left-side hand of your screen.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEyODE2ZjkzLTlmOTItNDE3Yi04ZDFhLWZmMjUzZjA0MTdhNiJ9.HjI0FFdRtpA9f1Kdl6zLV5eDF4mY0ToQu1rNq36kTaA" class="fr-fic fr-fil fr-dib" width="1026" style="width: 1026px; height: 495.72px;" height="495.72"></p><p><strong><span style="font-size: 10pt;">Fig 1. Reporting suite.</span></strong></p><p><br></p><p>Out of the box, Halo has created a set of reports that you can use to monitor tickets, agents performance, time tracking, feedback etc.</p><p><br></p><p>All of these are free to use and can be modified to better suit your requirements.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5ZDgwZWQ4LWJkMWEtNGNjMy1hNjA3LWVlZWNkMGRjYWMxOCJ9.tXfzxnWGDi6kwtwNUsiqO0qiZEMYPCGc-larlBjzQIA" class="fr-fic fr-fil fr-dib" width="186" style="width: 186px; height: 274.506px;" height="274.506"></p><p><strong><span style="font-size: 10pt;">Fig 2. Report groups.</span></strong></p><p><br></p><p>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.</p><p><br></p><p>To add or delete report categories, right-click on an existing category, then select the option you'd like to action.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmMjgzNWFiLTg5NmUtNDQwOC1iMDZlLTJiOGNhNjQ4ZWEyMyJ9.ab6FO4bKtBpQQ5C5oTYDD519vZjz1gxZHUWX6nLI8Kc" class="fr-fic fr-fil fr-dib" width="231" height="112"></p><p><strong><span style="font-size: 10pt;">Fig 3. View/edit a report group.</span></strong></p><p><br></p><p>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.</p><p><br></p><p>Head to the 'Online Repository.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ0MjU2ZjFjLWI3MzMtNDI4YS1hMDhjLWM2ZmU4NTQyMTMwMiJ9.RAGG9U2y6o2GXB26cb00juEOfK-HTV9Duur5UIUClIg" class="fr-fic fr-fil fr-dib" width="338" height="185"></p><p><strong><span style="font-size: 10pt;">Fig 4. Reporting online repository.</span></strong></p><p><br></p><p>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.</p><p><br></p><p>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. </p><p><br></p><p><strong><span style="font-size: 14pt;">Walk-Through of a Report</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc1MjU4NDNhLWVmZjMtNDQ0My1iZTQ3LWMzMmQ0YmM3ZTU1YiJ9.y2r0TTjneBl3d7askxNXhztxB2YzG1MEjnYZI6h5XKU" class="fr-fic fr-fil fr-dib" width="772" style="width: 772px; height: 324.809px;" height="324.809"></p><p><strong><span style="font-size: 10pt;">Fig 5. Viewing a report.</span></strong></p><p><br></p><p>When you open up a report, you will see something similar to the above. Of course, the information and fields shown will be different.</p><p><br></p><p>There are a few modifications you are able to make in order to organise the data further, if required.</p><p><br></p><p>If you press "Edit" in the top left, you'll be presented with several tabs where modifications can be made. </p><p><br></p><p><strong>Details</strong>: Modify the title of the report, description and the report category in belongs in.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiZTRjN2Q5LTU3MTMtNDc5OS1iZWY2LTAyOTRjYjc3Yzk1ZCJ9.rm5hP9RLaZU--eOw11PfmpxWM27QTiDQZLCRUoVb-mA" class="fr-fic fr-fil fr-dib" width="1021" style="width: 1023px; height: 499.774px;" height="500"></p><p><strong><span style="font-size: 10pt;">Fig 6. Details tab.</span></strong></p><p><br></p><p>You can set a "Report Guide" within this tab. This will provide information at the top when viewing the report, allowing your agents to understand the intention/contents of the report at a quick glance.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM5NDM1YjY4LTk0N2ItNGVjZi05ODAzLWJhM2VkMWExOTFlNiJ9.limQc4DsLNNRsmm2fvUSxyctWrscbVdA2YQfl_R-3jg" class="fr-fic fr-fil fr-dib" width="483" height="315"></p><p><strong><span style="font-size: 10pt;">Fig 7. Report Guide on a report.</span></strong></p><p><br></p><p><strong>Data Source</strong>: Where the SQL is written which generates the report.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4ZDhjNGZjLTA5YTktNDZkZC05ZDc0LWY4ZjIyM2RhZGNlMCJ9.I4KBh2syrmhdnkAVXt-xXEJ1Y6JvDEnfe0JE7n1LrXE" class="fr-fic fr-fil fr-dib" width="1024" style="width: 1026px; height: 236.627px;" height="237"></p><p><strong><span style="font-size: 10pt;">Fig 8. Data Source tab.</span></strong></p><p><br></p><p><strong>Fields</strong>: 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, if you want to Total or Average any fields, and how you want the columns to be ordered.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBlYzQ5OTU3LTZmZTEtNDBlMC05NDQ5LThjOWIwYWRlNjM0YyJ9.5mLV2CpdS_awBZS6p5cfWnbOVJj4t8PJslDw4x0tIYM" class="fr-fic fr-fil fr-dib" width="774" style="width: 774px; height: 259.388px;" height="259.388"></p><p><strong><span style="font-size: 10pt;">Fig 9. Report fields.</span></strong></p><p><br></p><p><strong><em>Note: From version 2.238+, you will be able to choose to exclude null values from the average calculation for fields. This can also be defaulted in Configuration > Reporting > General Settings.</em></strong></p><p><br></p><p>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. </p><p>It is also possible to change the positioning of each column by drag and drop to the position you'd like it to show. </p><p><br></p><p><strong>Chart Set-Up</strong>: 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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNhYWYzYzAyLWY2NTYtNDZjNy1hODgwLWJhM2YyYmMyYjdhZiJ9.o7OMAxLtjIXuynOlNWBu67kf08iV9nFPGmoU0iSitU0" class="fr-fic fr-fil fr-dib" width="1203" style="width: 1205px; height: 560.818px;" height="561"></p><p><strong><span style="font-size: 10pt;">Fig 10. Chart Setup tab.</span></strong></p><p><br></p><p><strong>Appearance</strong>: If the report is to generated into a PDF, you can set this here.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyOWM1MDVjLTE0N2UtNDMxNi05Yjg5LTY1MTkxNzUzODcwYSJ9.dOiZm2Yu2YO_09WeqJL9xJckIir8kBD1joOv4W0RYI4" class="fr-fic fr-fil fr-dib" width="1105" style="width: 1107px; height: 192.181px;" height="192"></p><p><strong><span style="font-size: 10pt;">Fig 11. Appearance tab.</span></strong></p><p><br></p><p><strong>Availability</strong>: Determines access to the report - what agents, that customers/contacts or whether it is published. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdhMDE1NWU3LWM0OWMtNDllYi1iNzI4LWYwOGU3NWU5Yzk1MSJ9.E4WX0FI1EVm3cYHc3WzSTL8sLzLzxrgJdA4d6GeehwY" class="fr-fic fr-fil fr-dib" width="1127" style="width: 1129px; height: 474.713px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 12. Availability tab.</span></strong></p><p><br></p><p><strong>Scheduled Emails</strong>: 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.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJhNjFhMzRmLTJmNTktNDNiNi05NjNiLWM1ZWYyOTQ5MjViZiJ9.A8XR8wKoNR8-DHyYcrNl9hCj2dih056b3AkYC2m5Y5w" class="fr-fic fr-fil fr-dib" width="1197" style="width: 1199px; height: 215.572px;" height="216"></p><p><strong><span style="font-size: 10pt;">Fig 13. Scheduling tab.</span></strong></p><p><br></p><p><strong>Preview Report</strong>: 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. </p><p><br></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImYyNzZlNjRlLTYzYjUtNGE3ZC04Zjg0LWYxOTkyY2ZlNGI5YSJ9._ywxLXmUxXUjg5pASjtER1J6S3vLPD13a2nwY-KxZbA" class="fr-fic fr-fil fr-dib" width="853" style="width: 853px; height: 407.239px;" height="407.239"></p><p><strong><span style="font-size: 10pt;">Fig 14. Chart added to a report.</span></strong></p><p><br></p><p>If you have reports that are more important to you than others, you can make use of the "Add to My Reports" action button.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc2YTNkOWUwLTZjNGEtNGRkZC1hMTQ5LTAyN2M5ODlmZWRlNCJ9.JsL3-_ZK8sEEHHO3POiX1mR2UcVUdUoZyHv_fU6QByw" class="fr-fic fr-fil fr-dib" width="171" height="40"></p><p><strong><span style="font-size: 10pt;">Fig 15. Add to My Reports button.</span></strong></p><p><br></p><p>Using this will file the report into the 'My Reports' category, so you can easily access the reports most important to you.</p><p><br></p><p><strong><span style="font-size: 14pt;">Dashboards</span></strong></p><p>Halo also has dashboard functionality, meaning you are able to put all of your most important reports onto a dashboard. This can show on your landing page of Halo, as well on the dashboard module. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU4OTgyZjg2LWIxNzktNDEyNC1hNzUwLTM4MGE0N2U3OTk5ZCJ9.8U0moSj_GxE7PDV2bcpQpqS9ZwCNk3Wa5CUFJPSJ6Q8" class="fr-fic fr-fil fr-dib" width="1099" style="width: 1099px; height: 386.415px;" height="386.415"></p><p><strong><span style="font-size: 10pt;">Fig 16. Dashboard example.</span></strong></p><p><br></p>
