Ticket and Agent Drill-in Capabilities with Configurable Column Sets

Drill-in and inspect capabilities in Qvasa reporting allow users to access the underlying tickets or agents that contribute to a calculation in a reporting widget. If the user has the appropriate permissions, these features can be accessed in most widgets by hovering over the menu icon in the upper-right corner.

Some widgets allow drilling into tickets, while others allow drilling into agents. In the future, additional objects will be accessible through this functionality.

Widget Menu Options

The dropdown menu in a widget typically includes three options:

1. Configure Table Columns – Customize the displayed columns.
2. Inspect – Open a detailed view of the underlying objects.
3. Download CSV – Export the data directly.

Configure Table Columns

Selecting Configure Table Columns opens a lightbox where users can select and reorder table columns. This allows users to:

• Create default column sets for the account.
• Apply column sets to dashboards.
• Override the default column set at the widget level.

Once a column set is customized for a widget, it remains attached to that widget until it is deleted. This means the settings persist even after a page refresh.

The configuration lightbox presents an orderable list of checkboxes. Users can drag and drop to rearrange columns and select which ones to display. There is a limit to the number of columns that can be selected.

Inspecting Tickets

Selecting Inspect opens a lightbox displaying the underlying objects in a table format. In the example below, the lightbox contains tickets, and the columns appear as configured in the column selection step.

Key features of the inspect table:

• Displays up to 500 objects at once.
• No pagination for easier scanning.
• Sortable columns.
• ‘Download CSV’ button directly within the lightbox.

The downloaded CSV honors the selected sort order, and the last sorted column and direction are saved. This means that if you revisit the dashboard later and inspect the same widget, the table will be pre-sorted according to your last selection.

CSV Download Option

The Download CSV option in the widget menu provides a shortcut to export data without opening the inspect lightbox. The exported CSV uses the same column set as the widget.