Charting the Performance Management Datasource

Just like the Queue Activity and Queue Segments datasources he Performance Management datasource can be used for Charts—with a few small changes. 

As we saw with table-based reports, the Performance Management datasource already contains averages. This means summary functions and filters are not present. However, you can still group the data to view trends in bar, line, spline, and area charts.

Open

There’s also a new component we should call out here. When grouping by time, you can select whether you want to use a rolling average on the data (as that’s how tiles are displayed to agents). 

• “No rolling average” returns daily raw datapoint

• “7 days” displays each day’s data averaged over the previous 7 days. (e.g., June 26th’s data is an avg. of June 20-26).

• “30 days” displays each day’s data averaged over the previous 30 days. (e.g., June 26th’s data is an avg. of May 28-June 26).