1. Analytics Tips and Tricks
Christopher Martin
Sr. Infrastructure Support Specialist

2. Joins
Inner vs. Outer Joins – What is the difference and when should each be used?
Example: Lets see a report of all Staff Accounts and how many open Incidents they have assigned to them:
Assigned Agent
Incident Count
accounts.full_name
count(incidents.ref_no)

3. Joins - Inner
Assigned Agent
Incident Count
David 3
Chris 5
Peter 9

4. Joins - Outter Assigned Agent Incident Count John Fred David 3 Chris 5
Fred
David 3
Chris 5
Peter 9

5. Joins – Base Table
The order at which columns are added can change the default data that is shown.

6. Date_Group
Use the date_group function to break up your data into intervals.
Example: Lets see a report that shows us how many incidents were created per hour today.
First, add a variable:

7. Date_Group Column s First Column: Time
Second Column: # Incidents Created
count(incidents.ref_no)

8. Date_Group Filter
A 'gotcha': If you use a date_group function, the date that you use it with must be filtered.

9. Date_Group Result

10. Custom Scripting
So what is custom scripting?

11. Custom Scripting - Example
Setup an extremely simply Grid report with 3 columns:
First Name:  contacts.first_name
Last Name:  contacts.last_name
Any Christophers?:  ''   (that is simply two single quotes, so that nothing is output)
Next, go to the Level tab and choose the Custom Scripts button.  Click on the Process tab and paste in the below code: