Pivot Report

The Pivot Report is designed for advanced users who are already familiar with grids and charts that incorporate dynamic views. The pivot grid provides the ability to summarize, analyze, explore, and present summary information. You can also view the summary information in various chart formats. This allows you to easily see comparisons, patterns, and trends. Both the pivot grid and pivot chart enable you to make informed decisions about critical information.

After you arrange the information the way you want, you can save the report or download the report to a file.

The default view summarizes the number of cases by all tiers for all years. You can filter this view by primary issue.

Topics in this section include:

Data Source

You can summarize the information by case or by assignee. For example, if you select Summarized by case (the default) and add the # of Assignees field to the summary area, you will see the number of assignees for the cases. If you select Summarized by assignee and add the Assignee field to the row area, you will see the names of the assignees for the cases.

Field Areas

The pivot grid contains four areas to which you can drag fields:

  • Filter: Filters the grid content by a specific criteria (for example, issue type).
  • Summary: Provides the values for the grid. Summary fields include # of Assignees, # of Cases, and % of Cases.
  • Column: Provides information for the grid columns and the x axis of the chart (for example, date opened).
  • Row: Provides information for the grid rows and the y axis of the chart (for example, tier).

The best practice is to limit each area to one or two fields. However, you can include additional fields in an area as needed. The system allows a maximum of five fields for each area.

Field Chooser

You can select fields from the Field Chooser for any area of the pivot grid (filter, summary, column, or row). The fields available for pivot reports may include the following, depending on your organization’s settings:

  • # of Cases: You can only add this to the summary area.
  • % of Cases: You can only add this to the summary area.
  • Alert
  • # of Assignees: Available when you select the case data source; you can only add this to the summary area.
  • Assignee: Available when you select the assignee data source.
  • City
  • Country/Territory
  • Date Due: Month, quarter, week of month, week of year, or year.
  • Date Opened: Month, quarter, week of month, week of year, or year.
  • Date Updated: Month, quarter, week of month, week of year, or year.
  • Location: If available, you will see custom field names, such as region or district.
  • Primary Issue
  • Secondary Issue 1: If your organization uses the secondary issue type.
  • State/Province
  • Status
  • Tier
  • Type: Case type. For example, allegation or inquiry.

Creating Pivot Grid Reports

  1. Select a data source.
    • Summarized by case: default setting
    • Summarized by assignee
  2. Select a field by which to summarize the information. Typically, you will want the default # of Cases field or the % of Cases field. To change or add a summary field, do the following:
    1. Click Show Field Chooser.
    2. To remove the existing summary field, (the default is # of Cases), drag it to the Field Chooser.
    3. To add a different or additional summary field, drag a field from the Field Chooser to the summary field area. For example, you might want to add % of Cases to view the percentage of cases for each issue type in a tier.

    Tip: You can tell when you have dragged the field to the correct area when the upper drag arrow and lower drag arrow appear.


Arrows indicate when you have dragged the selected field to the correct area of the report.

  1. Select a row heading. The default is Tier. If you want a different or additional row heading, follow steps 2a through 2c.
  2. Select a column heading. The default is Date Opened (Year). If you want a different or additional column heading, follow steps 2a through 2c. For example, you might want to add Date Opened (Month) to view the number of cases for each tier by month and year.
  3. Select a filter heading. The default is Primary Issue. If you want a different or additional column heading, follow steps 2a through 2c. For example, you might want to add Secondary Issue 1, if your organization uses this field, and then filter the pivot grid by the type of secondary issue type that you want to see for specific primary issue types.

Tip: Remove any filtering on the field before dragging it to the Field Chooser. Otherwise, the pivot grid will still filter the information by that field.

  1. Select the filter criteria. For example, using the default settings, if you selected Accounting and Auditing Matters from the Primary Issue filter and then clicked OK, the pivot grid would show you the number of accounting and auditing cases for each tier that were opened in a given year.

Creating Pivot Chart Reports

  1. After creating a pivot grid report, click Show chart to view the default Line chart for the pivot grid data.
  2. (Optional) Select a different Chart type from the available options.
  3. (Optional) Select Chart options:
    • Show column grand totals: adds a Grand Total label to the column data.
    • Show row grand totals: adds a Grand Total point to the row data.
    • Transpose column and row data: switches the column data to the vertical (y) axis and the row data to the horizontal (x) axis.
    • Show point labels: shows the values for each point (for example, amounts or percentages).
  4. Click GO.

Downloading Pivot Reports

  1. (Optional) Click Show chart, and then select Include chart in download.
  2. Select a Download to option. The file formats include:
    • Adobe Acrobat Document (*.pdf)
    • Excel Worksheet (*.xls)
    • Rich Text Format (*.rtf)
  3. Click GO.
  4. When the File Download window opens, click Open or Save.

Report Example: Resource Management

Use the following report selections to view the case load across assignees, grouped by status, for a specific month with a week-by-week breakdown. The report only shows columns for weeks that have cases.

  • Data source: Summarized by assignee
  • Filters: Date Opened (Year) and Date Opened (Month) with one year and one month selected
  • Summary: # of Cases
  • Rows: Assignee and Status
  • Column: Date Opened (Week of Month)

Report Example: Primary Issue by Location

Use the following report selections to view the number of cases occurring in each location for each issue type.

  • Data source: Summarized by case
  • Filters: Date Opened (Year) and Date Opened (Month) with one year and one month selected
  • Summary: # of Cases, % of Cases
  • Rows: Any location field, such as Organization/Building Name, Branch Number, Location Name, Location Address, City, State/Province, Country/Territory, or other custom location fields
  • Column: Primary Issue

Report Example: Status of Cases for Primary Issue by Assignee

Use the following report selections to view the status of cases by issue type for each assignee.

  • Data source: Summarized by assignee
  • Filters: Date Opened (Year) and Date Opened (Month) with one year and one month selected
  • Summary: # of Cases
  • Rows: Assignees
  • Column: Primary Issue, Status