The Chart Options slide out allows you to describe the chart that you want to see. Choose the chart type, set the date and time ranges, along with any extra data required for the chart you selected, then press Generate and the described chart is displayed.
As well as describing the chart you want, the options you set here will also be the default Chart options that the Supervisor App uses when it's opened initially. They are written into the browsers LocalStorage repository. They can be changed at any time, of course, and the changes are written immediately to LocalStorage to become the new default Chart settings.
Close slide out
This is the 'close' icon for the Chart tab options slide out panel. It's slightly different from the configuration option panels close icon, the 'X', because this panel never really closes as such, instead it really just slides out of the way, to the left of the browser window, hence the '<'. This means the panel slides in and out much more quickly than the configuration panels and is easy to use when it's accessed frequently.
Used the drop down list to select the type of chart you want to display.
in all there are 18 different charts, listed in full here
Most will result in two charts being displayed, in the top and bottom half of the screen, but one or two will only display a single full screen chart. See Charts for details of the individual chart types.
Depending on which chart type you select, this box will hold a list of all items for that type. Here the user has selected a Call Center chart so all that we see in the list is 'Call Center', but if the user had selected an ACD Skill chart then the list would include all ACD Skills the user has access to view,
Like wise, when the user selects a wrap-up code chart, the list will include all the wrap-up codes in the Call Center.
Any item selected will be included in the data for the chart, and unchecked items will be excluded.
When entering dates for reports, charts, and the overview, it's possible to select what are known as relative dates.
These relative dates are calculated with regard to the current date so that they remain relevant to the period intended over time, unlike actual dates which cover only a specific period.
Although relative dates are flexible and remain relevant over time, there may be a case where you need to enter a specific range of dates. You can type a date directly into the date field, or click on the date field and a calendar control will drop down below the field. Use the mouse to select a date, scrolling between months via the <> arrow icons at the top of the control,
or click the May 2015 field to bring up a different control that allows you to quickly scroll between months and years.
To exclude calls that occur outside of the normal working hours of the Call Center, which may otherwise affect performance measures, add a start and end time to the chart options. All data outside these times is ignored.
You can't type directly into the start and end time fields, instead use the drop down time selector to change the times.
This field serves two slightly different purposes, depending on which chart you have selected. In most cases, the field will remain disabled.
When you select either the Skills or Call center call handling charts, the field is enabled. In this case, the period you select is used to group calls by the waiting time before they are answered, abandoned or overflowed.
You can enter a number directly into the field or click the + and - buttons to increment or decrement the number with the mouse.
The top chart is for a period of 2 minutes and the bottom chart is for a period of 5 minutes. Notice how the X axis labels reflect the chosen period. Importantly, the data for both charts is the same, it's just the grouping of calls that is different.
If you select any of the following reports: Calls analysis for Calll center, Skills, Agents, Wrap up or Break time codes. Skills performance analysis, the period field will be enabled. This time you can enter the time duration you wish data to be grouped into betwen the start and end times you enter. The choices are 5, 10, 15, 30, and 60 minutes. Form instance, set the period to 30 minutes
and the chart data is grouped into 30 minute divisions
Change the period to 60 minutes
and the chart data is grouped into 60 minute (hour) divisions
This is an option field for ACD Skill and Call Center Call Handling charts, when you select these charts the field is enabled, otherwise it remains disabled. The times you enter are used to group calls by their waiting time before they are answered or overflowed.
The bands are used to draw a pie chart, with a slice for each band, a slice for calls offered directly, a slice for calls that waited longer than the band 3 time you enter, and a slice for abandoned (Lost) calls.
Offered directly calls are those calls that have no waiting time at all (0 seconds).
The calculation for the different slices is as follows:
slice 1 - calls with no waiting time (0 seconds)
slice 2 - calls with waiting time >= 1 seconds and < Band 1 value
slice 3 - calls with waiting time >= Band 1 value and < Band 2 value
slice 4 - calls with waiting time >= Band 2 value and < Band 3 value
slice 5 - calls with waiting time >= Band 3 value
slice 6 - all lost calls
If there are no calls in a particular band the slice is not drawn.
