Documentation:PSAAS:Recording:Cbubblechart:Julie

Category Bubble Chart

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Recording in Genesys Engage cloud.

The Category Bubble Chart report compares categories by plotting them on a graph according to the percentage of interactions in the horizontal (x-axis) and vertical (y-axis) categories. Each Bubble category is represented on the graph by a bubble. The size of each bubble represents the average interaction duration.

• The x-axis value indicates the percentage of interactions that were in both the Bubble Category and any of the selected x-axis categories.
• The y-axis value indicates the percentage of interactions that were in both the Bubble Category and any of the selected y-axis categories.
• The X-Axis Only and Y-Axis Only versions present the data as a bar graph indicating percentage of interactions per category, rather than a bubble chart.

Common Usages

• Plot interaction - Categories show the average interaction duration plus two customer-experience categories (for example, Dissatisfaction and Escalation).
• Plot interaction - Categories show the average interaction duration plus two agent-efficiency categories (for example, Transfer Rate and Hold Rate).
• Plot interaction - Categories showing average interaction duration plus two categories that represent metadata (for example, Customer Satisfaction and Issue Resolution).

Customizing the Report

General Settings:

• Version - available in Full Report (standard size), Mini, Wide, X-Axis Only, and Y-Axis Only versions.

Items on Report:

• Bubble Categories - Select the categories to represent as bubbles in the chart.
• X-Axis Categories - Select one or more categories to include in the x-axis of the bubble chart.
• Y-Axis Categories - Select one or more categories to include in the y-axis of the bubble chart.

Important

Only categories that are not excluded from the data set are included in the report.

For additional information, see Report Parameters.

Actions

• Click a bubble in a chart, a bar in a graph, or an item in a table to open the interaction list included in the item.
• In X-Axis Only and Y-Axis Only versions, click to drill down to a Category Trend report.