Charts

Overview

Charts in Insights allow you to visualize your contact center data in a way that makes trends, comparisons, and distributions immediately clear. Like reports, charts are built by selecting a data source, assembling fields, and applying groupings, but the output is a visual representation rather than a data table.

Insights includes a variety of chart types to suit different analytical needs. By combining different data sources, chart types, fields, groupings, and summary functions, you can surface a wide range of actionable insights.

Chart Types

🥧 Pie

• Ideal for showing distribution — how a whole breaks down into parts. Use when you want to see the proportional share of each category, such as the breakdown of incoming interaction types for a queue.

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📊 Bar and Stacked Bar

• Bar charts make it easy to compare values across categories. A stacked bar extends this by breaking each bar into sub-categories, showing both the total value and its internal composition.

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📈 Line and Spline

• Line charts display trends over time using straight line segments. A spline chart uses the same data but connects points with a smooth curve, useful for reducing visual noise in trend data.

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🏔️ Area and Area Spline

• Area charts are line charts with the space below the line filled in, making volume easier to read at a glance. An area spline chart applies the same shading to a spline chart's curved line.

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🗻 Stacked Area and Stacked Area Spline

• Stacked area charts layer multiple areas on top of each other, showing both overall volume and sub-category distribution simultaneously. The spline variant uses curved lines rather than straight ones.

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🔀 Combination

• Overlay two or more chart types in a single visualization, for example, a bar chart of total interactions with a line chart of average wait time. Supports up to three layered components.

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🔢 Big Number Stat

• Prominently displays a single key metric. Best suited for dashboards where one number, such as average answer speed for a queue, needs to be immediately visible at a glance. Does not require a grouping.

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Using Groupings in Charts

Groupings determine how chart data is segmented and compared. With the exception of Big Number Stats, all chart types require at least one grouping.

Pie Charts

Pie charts typically work best with a single grouping, since each slice represents one part of a whole. Two groupings are supported only if one of them is a date/time grouping. When two groupings are applied, the inner ring shows the date/time distribution, and the outer ring shows the breakdown within each date segment.

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All Other Chart Types (except Big Number Stat)

Bar, stacked bar, line, spline, area, area spline, stacked area, stacked area spline, and combination charts all require at least one grouping and support a maximum of two. The valid combinations are:

• Option 1

  • One grouping — for example, Agent Name

• Option 2

  • Two standard groupings — for example, Agent Name and Communication Type (no date/time grouping)

• Option 3

  • One standard grouping plus one date/time grouping — for example, Agent Name grouped by day

Related Articles

• Insights Overview

• Building a Report in Insights

• The Report-Building Interface in Insights

• Managing Fields in Insights Reports