Elements of a Visualization Part 2

Table of Contents

Overview of Lab:

This lab will review the following concepts and information:

• Profile Variables

• Row Segments

• Columns

• Field filter

• Field format

Introduction

In the previous section we covered the fields available in reporting. In this lab we will be looking at the different parts of using those fields to create and modify the view a visualization. We will also review how to update the compute and interval options for a given visualization.

Outcomes

By the end of this lab, you will be able to:

• Create a copy of a report - Utilization and limitations

• Parts of a visualization - Understand the structure of a visualization

• Fields and metrics - Review how to use data to create a visualization

• Filter a visualization - Refine the data shown in a visualization

• Update compute and interval - Calculate metrics and aggregate based on interval

Requirements

• Access to the following:

  • Control Hub

  • Webex Contact Center Management Portal

  • Analyzer

• Administrator or supervisor permissions

• A basic understanding of Webex Contact Center operations

Quick Links

• Control Hub: https://admin.webex.com

• Portal: https://portal.wxcc-us1.cisco.com/portal

• Webex Contact Center Analyzer Documentation

• Webex Contact Center Support

Lab

1. Profile Variables:

   1. Function: Represent the data you want to analyze and visualize. These variables are displayed on the Y-axis (vertical) or in bubbles/bars of charts. Profile Variables can be based off of fields, measures, and formulas

   2. Examples: Values of fields or measures, functions (like sum, average, count) of fields or measures

   3. How-To:

      1. To create a profile variable in a visualization:

         1. Click on the “Profile Variable” button.

            1. Open

               

         2. On the left hand side you will see 3 Profile Variable drop-downs for Field, Measures, and Formulas

            1. Open

               

            2. Fields - as described in the previous section, fields are used for data that are value-based such as names, IDs, phone numbers, email information.

            3. Measures - These data fields are used for calculatable data, such as counts, durations, timestamps, and binary flags such as “Is Recorded” or “Is Contact Handled”.

            4. Formulas - Create calculations and save as shared formulas. Useful for when calculating values between multiple fields such as “Current Timestamp” minus “Value of Contact Start Timestamp” would create a formula for real-time duration of a value.

            5. Open

               

         3. Select the values you would like by dragging and dropping them into the Profile Variables section

            1. Open

               

         4. You will be prompted with some options to manipulate the variable, including changing the name, the formula, or add filters.

            1. Use “Count of…” for sums of times the field is used

            2. Use “Value of…” for the actual value of the field for the given records

            3. Use “Cardinality of…” for getting unique values

         5. You can continue to add additional fields to return more information. Remember, depending on the report type you may have access to certain fields over others

2. Column Segments:

   1. Function: (Optional) Provide additional breakdown within a visualization. Less common than row segments.

   2. Use Case: When a row segment offers multiple categories, columns can further categorize data within those segments. For instance, visualize Average Handle Time by Queue (row segment) with a breakdown by Agent Skill (column).

   3. How-To:

      1. Similar to the Profile Variables, click on the “Column Segments” button

         1. Open

            

      2. On the left hand side you will see the Fields available for the Column Segments (Reference Profile Variables above)

      3. Select the values you would like and drag and drop them into the Column Segments.

         1. Open

            

      4. Note that when the object is moved out it is no longer available in the variable list as it can only be accounted for once.

      5. It's important to consider that you can also move the fields from Columns to the Rows section. The best placement for these values (Rows or Columns) depends on the type of table you're creating and how you want to group the data. By moving them around, you can create a single view that summarizes multiple data points for each field.

3. Row Segments:

   1. Function: Group data horizontally across the Y-axis (horizontal) of the chart.

   2. Use Case: Analyze trends or compare performance based on categories like Agent Skill Group, Call Type, or Queue Name.

   3. How-To:

      1. As mentioned above, you can use fields for Columns and Rows for an aggregate report. This allows you to change the view depending on how you would like to stack the data

4. Field Filters:

   1. Function: Refine the data displayed in the visualization by focusing on specific criteria.

   2. Use Case: Exclude irrelevant data or isolate specific trends. For example, filter a call handle time visualization to only show calls handled by new agents.

   3. How-To:

      1. Field filters allow you to customize the data being represented in an individual field when returned. Filters applied to a single field no not affect other fields that are being queried.

      2. To use a field filter, right click on the field you would like to filter on and then select “Add filter” from the dropdown

         1. Open

            

      3. You are prompted with the New Filter window

         1. Open

            

         2. You now have several options. On the left hand you can add additional fields or measures to further refine the field filter. Simply drag and drop into the filters section on the right to add them in. From there the individual filters give you the options for if the value “is in”, “is not in”, or provide a “regular expression”, commonly known as RegEx.

         3. Under the field section it will give you a list of options available for that field that already have generated records. You can also specify your own values if they are not showing up.

         4. You also have the option to use variables that are defined, in this screenshot, the default available is the ${ME} variable which provides records based on your own activities.

         5. Once you are done, click “Save” in the bottom right.

5. Field Format:

   1. Function: Control how numerical data is displayed in the visualization.

   2. Use Case: Enhance readability by formatting numbers as percentages, durations, or decimals.

   3. How-To:

      1. This is used on calculated fields called Measures. It allows you to adjust how the data is presented if it isn’t something that you regularly use or want to change the precision on something. A commonly changed format is anything that has a date or time like the Contact Start Timestamp. If you right click on the Profile Variable, you have a menu to choose how you want to format the number. Example below:

      2. Open

         

      3. The reasoning for this is that all data is represented as its lowest value, for example counts are based off of whole integers, but time is based on milliseconds using Epoch/Unix time. You may also change the duration values from milliseconds to more of a format like HH:MM:SS or even MM:SS:sss depending on what you are looking to return.

      4. If you end up dividing some values, you may turn the field into a percentage rather than a non-whole number with lower precision.

      5. It is also important to note that if you export the report using these methods, Excel and other spreadsheet applications may have easier time using some formats over others. Always test and confirm that the data is being represented as you would like when exporting!