Agent Bubble Chart

The Agent Bubble Chart report compares agents and/or work groups by plotting them on a graph according to the percentage of interactions in the horizontal (x-axis) and vertical (y-axis) Categories. Each Agent is represented on the graph by a bubble. The size of each bubble represents the average interaction duration. The X-Axis Only and Y-Axis Only versions present the data as a histogram indicating percentage of interactions per agent and/or work group, rather than a bubble chart.

Common Usages

• Plot Agents showing average interaction duration plus two customer-experience categories (for example, Dissatisfaction and Escalation)
• Plot Agents showing average interaction duration plus two agent-efficiency categories (for example, Transfer Rate and Hold Rate)
• Plot Agents 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:

• X-Axis Categories - Select one or more categories to include in the bubble chart's x-axis.
• 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 (that is, using the filter on the right side of the screen), 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 a list of interactions included in the item.
• In X-Axis Only and Y-Axis Only versions, click to drill down to a Category Trend report.