Making Visual Comparisons by Offsetting Time

 
"Comparison Is the Thief of Joy" - Theodore Roosevelt
 
While ol’ Teddy may have been wise in some ways, he probably wasn’t looking at the call counts of his call center agents and comparing them quarter over quarter. In this article, we present an example that will focus in on building a chart that utilizes a feature that allows you to Offset Time”; this will help you visualize time-related trends, improvements, and/or opportunities by comparing the values within different time ranges. 
 
For this example, let’s take our all-star agent — Eugene; we will compare his Count - All Calls this quarter to Count - All Calls two quarters ago. Will we see that his efficiency has gone down, stayed the same or gone up? (See the chart example below)
 
(Example: Count - All Calls by Eugene (Year-To-Date) (Offset by 2 quarters)
1_Time_Offset.png
 
As you can see in the above chart, there are some things to glean from this: Eugene is extremely efficient for one thing, and secondly, back in April, he worked some overtime and his numbers show just how efficient and consistent he is. Way to go, Eugene! We all wish we were more like you, but we aren’t… 
 
and there goes the joy… 
(This is an unfair comparison, however; Eugene is not a real person & has never taken 30k+ calls.)
 
The following steps will walk you through how to build the chart in the example above, how to successfully work with Time Offset and hopefully inspire some useful ways that this function might be used. (See steps and example screenshots below)
 
(Example: Edit Dashboards Page)(Steps 1-4)
2_time_offset.png
 
1. You’ll need to navigate to the Edit Dashboard page found on the sidebar on the left.
2. Then, you’ll click on the Create Chart button.
3. You’ll then choose your Data Source Instance. In this case, it is Call Party Activity.
4. Click Okay!
 
Next, you’ll find our Chart Options pop-up. There are lots of options here- we’ll focus on these: (See the screenshot below)
 
(Example: Chart Options & Filter)(Steps 5-9)
 3_time_offset.png

5. Choose your Time Range. Here, we’re looking at Current Year to Date.
6. In Category, choose Party Name.
7. Then look at Filters. I’ll choose Party Name.

A new pop-up will appear.

8. Choose the name of the agent that you are tracking

(Note: While in this example we have chosen to filter on Party Name > Agent: Eugene to see his individual call data, because Workgroups, Hunt groups, Route Points and Extensions are considered Parties, we can also choose to filter on those in the Party Name Filter.)

9. Click Apply!

 You’ll be taken back to the Chart Options page. (See screenshot below)
 
(Example: Chart Options & Add Item)(Steps 10-12)
 4_time_offset.png

10. Click on the Add Item button

Another Chart Items pop-up will present itself.

11. Again, you’ll choose your Data Source Instance as Call Party Activity

(Note: you’ll always want to choose the same Data Source Group & Data Source Instance, as well as all applicable Chart Settings.)

12. Click Okay!

A 2nd Chart Options box will appear.
Make the same changes you made in steps 3-4 & 6-9.
 
(Example: Advanced Chart Options)(Steps 13-16)
5_time_offset.png

13. Then, you’ll choose Advanced, under Chart Items.
14. The second to last option is Offset Time. We’re choosing to offset by 2 quarters here.

(Note: You also have the option to offset the time by days, months, and years.)

15. Adjust the titles of the Legend Items as desired.
16. Click Apply!

That’s it! 

 
If you have any questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at support@brightmetrics.com.
"Comparison is the Thief of Joy" - Theodore Roosevelt
 
While ol’ Teddy may have been wise in some ways, he probably wasn’t looking at the call counts of his call center agents and comparing them year over year or quarter over quarter. In this article, we present an example that will focus in on building a chart that utilizes a feature that allows you to Offset Time”; this will help you visualize time-related trends, improvements, and/or opportunities by comparing the values within different time ranges. 
 
For this example, let’s take our all-star agent — Eugene; we will compare his Count - All Calls this year to Count - All Calls last year. Will we see that his efficiency has gone down, stayed the same or gone up? (See the chart example below)
 
(Example: Count - All Calls by Eugene (Year-To-Date) (Offset by 1 year)-Radiance Interface
Offset1.jpeg
 
 
As you can see in the above chart, there are some things to glean from this: Eugene is extremely efficient for one thing, and secondly, last year,  he worked some overtime and his numbers show just how efficient and consistent he is. Way to go, Eugene! We all wish we were more like you, but we aren’t… 
 
and there goes the joy… 
(This is an unfair comparison, however; Eugene is not a real person & has never taken 30k+ calls.)
 
The following steps will walk you through how to build the chart in the example above, how to successfully work with Time Offset and hopefully inspire some useful ways that this function might be used. (See steps and example screenshots below)
 
(Example: Dashboards Page)(Steps 1-4)
Offset2.jpeg
1. You’ll need to navigate to the Dashboards page found on the left sidebar menu, then the        eye/pencil on top to drop into Edit mode 
2. Click on the Add Chart button.
 
Offset3.jpeg
3. You’ll then choose your Data Source Instance. In this case, it is Call Party Activity.
4. Click Okay!
 
Next, you’ll find our Chart Options pop-up. There are lots of options here- we’ll focus on these. 
5. Choose your Time Range. Here, we’re looking at This Year to Date and Set your chart type to Time Series
6. Click on Filters to choose Party Name.
 
offset4.jpeg
 
7. Click on the + button next to Party Name.  A new pop-up will appear.
8. Choose the name of the agent that you are tracking
(Note: While in this example we have chosen to filter on Party Name > Agent: Eugene to see his individual call data, because Workgroups, Hunt groups, Route Points and Extensions are considered Parties, we can also choose to filter on those in the Party Name Filter.)
 
offset5.jpeg
 
9. Click Apply! Then click the down arrow to be taken back to the Chart Options page.
10. Click on Chart Values and choose Call Count(Count) and then click on the plus to add a second Call Count(Count)
 
offset6.jpeg
 
11. Then drop into Advanced by clicking on it and choose Offset by 1 year and click Apply
 
offset7.jpeg
 
Now your chart is set up to see this year and last year for the parties you selected.
 
If you have any questions regarding Brightmetrics' ShoreTel Reporting and Data Analytics Services, please email us at support@brightmetrics.com


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