Visualising data makes it easier to understand and analyse. Analytics can display line graphs, pie charts and bar graphs that allow you to see patterns and trends in your data as well as comparing multiple metrics against each other.
Graphs are manipulated with the same filters as the table. Data is plotted using one of the metrics on the report and can be changed at any time, with the option to add a second as a comparison. It is also possible to select individual rows from the table and plot them, allowing you to compare specific sections of data against each other.
The line graph is the default graph for most reports. It plots data points over time based on the granularity chosen. Hovering over the graph displays a tooltip that contains information about all of the points plotted for that date.
The metric displayed on the graph can be changed using the drop down above the graph on the left. The options available will be related to the data displayed on the report.
Bar graphs behave in the same way as line graphs. They show you the totals for a data point but make it easier to compare plotted rows against each other. Bar graphs can be zoomed in the same way as line graphs.
Pie charts are useful for showing the breakdown of totals such as an agent’s status. They can display one or two metrics depending on the report.
Changing the graph type
You can change the graph type by clicking the icon on the top right of the chart. The options available will change depending on the report chosen.
Add a second metric
Adding a second metric allows you to compare them against each other on the graph. Second metrics can be added by selecting one using the drop down to the right of the main metric. This will display the totals for the data chosen as well as an extra line for each of the rows plotted with their values.
To add a row from the table to the graph simply select the checkbox on the left of the row. Up to six rows can be plotted at a time. All of the rows plotted will display the second metric if one is selected.
Plotted rows can be identified by matching their colours to the legend above the graph. You can quickly hide and show each plot by clicking the name in the legend to toggle each one on and off.
To remove a row from the graph uncheck the checkbox.
The data points on the horizontal (x) axis of the graph are displayed according to the granularity chosen. Depending on the date range selected you can group data points into hours, days, weeks, months or years. This allows you to group data together so that the graph can show trends based on recurring dates. This is useful if your business needs to report on events that occur annual or monthly.
You can focus on a section of a line or bar graph by clicking and dragging to highlight an area. This will zoom in on the selected area showing you more detail. You can drag left and right to move along the graph or zoom back out to show the whole graph.
The pie charts on the agent time recording report can also be zoomed in. You can click on either the busy, disconnected or idle states and see a breakdown of the sub statuses inside that status, such as Idle breaks and disconnect reasons.