More options for building reports in Analyze, ability to export reports directly from the responsive KPI Dashboards and more details in Player for conversations with more agents involved.
You can now combine multiple chart types in a single report built in Analyze. You can combine two different chart types from 3 available types - column, line, and area. You can choose on which axis the values are shown for both chart types you use. This is great for combining measures that show volume with measures that show an average value and similar cases.
Pivot tables in Analyze can now contain subtotals. You can choose whether to show sum, average, median and other aggregations – not just for the entire table. You can now show subtotals for individual attributes used in the table. In the screenshot below you can see that total number of calls and average talk time for individual teams.
You can now export individual reports from the responsive KPI dashboards in Excel and CSV format. Now you can prepare dashboards that contain selected data that you can let people export to Excel to combine it with other data or do other magic in a tool of their choice.
The WFO Player now shows a more detailed structure of conversations that contain transfers and multiple agents involved in a conversation. Each time an agent joins or leaves the conversation, a small icon in the timeline indicates that moment. You also see the entire conversation at once and can skip between segments. See Player documentation for details.
New options in Analyze tab for users that use the tab to quickly explore the data to get more insight.
Tables in Analyze are now more flexible. You can segment measures in both rows and columns. You can use multiple attributes on both sides of the table. This lets you view your data in a more natural way. All plain tables created previously automatically get these pivot table features.
Analyze feature now allows you to create new calculated measures directly in your insights.
Use items from the Measures section and basic arithmetic functions to create new measures for your current insight.
For example, you can create measures to display abandonment rate as ratio of abandoned segments to handled segments:
If you need to analyze data from you insights in other applications, you can now export insights from Analyze tab to XLSX files (with merged or unmerged cells) or CSV files.
Voice conversations are now split into more granular segments that help you analyze transfers between queues within customer contacts.
For more details, please check the updated article on Conversation Structure.
An additional set of built-in metrics and reports now provide insights into such contact centers KPIs as SLAs and Handling Time.
Navigate to the Queues and Handling Time dashboard tabs in your Control Center dashboard to check the updates. You can check the most recent full list of built-in objects in the attached file: WFO Metrics, Attributes & Reports.
In the Analyze tab, you can now adjust any color that represents measures and attributes.
You can select from a predefined set of colors from the color palette, choose a new color in the color picker, or enter a hexadecimal code to use your custom color.
If the insight is included in a KPI Dashboard, the new colors are displayed there as well.