How do I customize the Groups in my Performance Dashboards?

Question

How do I customize the Groups in my Performance Dashboards?

Answer

You can customize group names from Step 6 of the Dashboard Config tab.

In Performance Dashboards (also called Workbooks), you can represent data with up to four specified groups. Groups can be established based on queues, issue types, countries, or any other ticket field. By default, the setup routine defaults a separate group for your top three queues (with the most tickets) and then places all other tickets in an "Other" group. In the workbook, you can update the table below to create custom group names for the queues listed. Specify those custom groups in the table.

In the example below, Group Names are updating so that all "Support" tickets display the Group Name of "Support."