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Building a Big Number Stat with Conditional Formatting

Building a Big Number Stat with Conditional Formatting

Rather than waiting to see a report or chart in which you might not understand the nature of an issue until you have time to pull the report and dig into the data, a Big Number Stat's purpose can be set up catch your attention when certain conditions are present (e.g., when the queue is overflowing and/or agent performance starting to slip). 

While a Big Number Stat is fairly simple overall (it outputs one big number, after all), it makes use of Conditional Formatting, which provides more context around the statistic—often useful for aligning data with SLA's/KPI's.

For this chart example, we will be applying conditional formatting to this Big Number Stat, in order to tell (at a glance) where the team stands.

This is especially valuable for tracked SLA's/KPI's, as the custom thresholds can align with virtually any performance expectations.

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, we’ll call this one Average Speed to Answer—Chats.

 

Initial Configuration

Once the chart has been created, select Big Number Stat from the chart type drop-down, toggle the Live switch to on, and input refresh and time frame settings.

Then we need to add a couple fields: Wait Time (with the average function applied) and Queue Name (filtered to only show Support interactions; the field can be hidden).

Stat Text

Within the Conditional Formatting tab in the side configuration panel, the first customization option is the Stat Text field. By default, the stat text that will be displayed is whatever the chart's name is. 

Formatting: Colors, Prefixes, Suffixes

Just below where we entered our Stat Text, three more customization options appear—Color, Prefix, and Suffix.

The color selection window allows you to select the default color for the Big Number Stat to display. For now, we can simply leave it purple—once we get a little further in our configuration, we’ll assign specific colors for specific ranges of values.

A prefix or suffix can provide additional context to a Big Number Stat and prevent misunderstandings.

In the case of this example, we don't need to change the Big Number Stat's color (since we'll be configuring conditional formatting which will determine how the Big Number Stat is colored). Prefixes and suffixes are helpful when working with something other than time-based fields.

 When a suffix makes sense

For non-time-based data, prefixes and suffixes can help ensure that anyone who looks at the Big Number Stat (if it's on a Dashboard, for example) will understand what they're looking at, with little chance for misunderstanding.

In the example below, adding the suffix Calls to the Big Number Stat makes it clear what we are seeing. Without that suffix, some may ask, "226...of what?"

Conditional Formatting

The last element of conditional formatting is one that can be instrumental in transforming a piece of raw data into an interpretable, actionable insight. Conditional formatting allows us to assign specific display colors to different thresholds, in order to make it easy to identify when the statistic falls out of expected or desired ranges.

Assuming you have an SLA (or a defined range of acceptable wait times), the Big Number Stat chart can communicate how the current stat relates to the SLA.

For example, if our current average hold time is within the SLA, the stat could show as Green, and if customers are having to wait on hold longer than is acceptable, the stat could show as Red.

Creating the conditions

First, go to the Conditional Formatting tab of the side configuration panel. To add conditions, click the blue [+] icon. As far as how many conditions we need to create, conditions can always be added or removed later, depending on how much granularity is needed.

Sometimes, a simple "green is good, red is bad" approach is sufficient. Other times, more specificity is more appropriate.. 

For this example, I am going to add 6 items:

Next, we need to address these conditions, one item/row at a time.

Condition #1

From the first drop-down, select greater than, enter the number 50 in the empty field, and then select a color. This one will be red.

Conditions #2-6

The next five levels can be configured the same way, ultimately creating the list of conditions shown below:

Conditional formatting will evaluate the first true condition.

Looking at how the conditions were set up, it should be evident how a longer ASA will be red (bad), and a shorter ASA would be green (good).

For example, if the ASA is 33 seconds:

Condition #1 is not true, since 37 is not greater than 50—so the Big Number Stat will not be red.

Condition #2 is also not true, since 37 is not greater than 40—so the Big Number Stat will not be dark orange.

Condition #3 is true, since 37 is greater than 30—so the Big Number Stat will be light orange.

It appears our conditions are properly set up, as the following examples are displaying their proper colors. Once this Big Number Stat is saved, it can always be revisited/recalibrated with new conditions/thresholds. 

 

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