Building a New Chart (Example)
- Josh Daugherty (Deactivated)
Getting started
First, navigate to the Insights home screen, and click the +New Chart button. This will cause a pop-out window to appear, where we can give the chart a name, select a data source, double check the time zone, add relevant labels, and link a report.
For now, let’s name this one Incoming Support Interactions.
Queue Segment Activity makes sense for the data source. We’ll keep the time zone as is, and add a “CS” (Support Q) label.
Adding fields (and a grouping)
From here, the fundamentals of building a chart are very similar to building a report.
We'll need to add some fields, and at least one grouping. At least one grouping is required for most chart types (Big Number Stat's the exception).
Adding fields
A simple breakdown (by communication type) of inbound support interactions is pretty easy to build. We only need two fields and one grouping to get started.
Add field (1 of 2)
+ Queue Call Manager ID (with the COUNT function applied)
Because each interaction is assigned a unique Queue Call Manager ID, we can apply a count function to the field. That will give us a simple count of interactions.
Add field (2 of 2)
+ Queue Name (filtered to equal Support; hidden)
This is not a field we need to see, but we do need to add it so we can filter for interactions that entered the Support Q. After adding the filter, we can go ahead and hide this field.
Adding a grouping
A grouping is necessary to sort out the data provided by the fields. In this case, our one and only field is going to give us a single number—the total number of interactions. The grouping tells Insights how to sort the data. If the fields are giving us a raw number of Support Q interactions, we need the grouping in order to sort those results into a concise breakdown.
Filtering results
While the current iteration of this pie chart accomplishes the original intention—we can easily see that well over half of the Q's interactions have been in the form of cases. This raises an interesting point, then, as different communication types have different expectations, speed-wise. Cases are typically not expected to be as expedient as a chat or inbound call.
There are two ways to filter the results depicted in the pie chart:
[1]
If we just want to temporarily see the relative volume of chats and calls, we could just click on the caseIn label immediately below the pie. Each of the values beneath the chart can be toggled in this manner.
[2]
If we are going to want this chart to only show real-time interactions moving forward, building a filter group and then saving the chart will accomplish this.
Alternate grouping—by agent
If we would rather see a breakdown of incoming support interactions by the agent who answered them, we can instead group by Agent Name.