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Request Keyword

Request Keyword iCube enables you to analyze raised Requests based on their descriptive text or keywords.

Description

The left panel, titled, DASHBOARD DATA SETS contain the most common attributes and metrics used for analysis.

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
2. To achieve the desired analysis, from the DASHBOARD DATA SETS,drag-and-drop attributes or metrics.
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATA SETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type.
   Note: Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected results.
3. To remove a metric or an attribute, under the Visualization panel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyses you can perform using the Request Keyword iCube :

If you want to analyze count of all the requests and task location on a particular date, perform the below tasks:

1. From the DASHBOARD DATA SETS panel,
   1. Double-click All Requests to add it to a grid.
   2. Double-click the Date attribute to add to the grid.
   3. Double-click the Task Location attribute to add to the grid.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.

Attributes

Expand this link to view the Request Keyword iCube attributes:

Attribute Name	Description
Assigned To	Person primarily responsible for working on the Request
Assigned To Manager	Manager of the person primarily responsible for working on the Request Item
Assignment Group	Group or team of the person primarily responsible for working on the Request Item
Assignment Group Manager	Manager of the group to which the Assignee belongs
Calendar Month	Gregorian calendar month
Calendar Year	Gregorian calendar year
Configuration Item	Item related to the Request
Date	Gregorian calendar date
Employee	Person who has opened the Request
Location	Location of the person for whom the Request is opened
Opened Hour	Hour at which the Request is opened
Priority	Priority level for resolving the request
REQ Keyword	Keyword being analyzed
REQ Keyword Text Type	Text type of the Request keyword
Request	Unique identifier number for the Request
Request (REQ) Number	Unique identifier of the Request

Metrics

Expand this link to view the Request Keyword iCube metrics:

Metric Name	Description	Formula	Expected Values
REQs with Keywords	Number of Requests created or raised in a selected time period (Week, Month, or Quarter) by Department or Item Type.	Count ([Requests with Keywords Fact])	>=0