"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 interaction 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)
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.)
This comparison could also be done in other time ranges as well such as month over month:
The following steps will walk you through how to build the chart in the examples 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)
Step 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
Step 2: Click on the Add Chart button.
Step 3: You’ll then choose your Data Source Instance.
Step 4: Click Okay!
Next, you’ll find our Chart Options pop-up. There are lots of options here- we’ll focus on these.
Step 5: Choose your Time Range. Here, we’re looking at This Year to Date and Set your chart type to Time Series
Step 6: Click on Filters to choose Party Name.
Step 7: Click on the + button next to Party/Agent Name. A new pop-up will appear.
Step 8: Choose the name of the agent/party that you are tracking:
Step 9: Click Apply! Then click the down arrow to be taken back to the Chart Options page.
Step 10: Click on Chart Values, choose Call Count (or whichever value you wish to measure), and then click on the plus to add it a second time as shown below:
Step 11: Click on Advanced, choose Offset by the time desired that you wish to compare, and click Apply:
Questions or feedback? Please email us at email@example.com
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