Category Bubble Chart

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.