A quick-reference list of the terms you'll come across throughout the OI Insights portal.
| Term | In one line |
|---|---|
| Metric Card | The cards along the top of the page. Click one to set what the charts measure. |
| Dimension | The data series shown in the charts - what you're slicing the data by. |
| Highlight | Select one or more dimensions to focus the metric cards and charts on them. |
| Time | The date or time range your whole view is based on. |
| Live mode | A time setting that shows only today's interactions, refreshing through the day. |
| Persistent view | Your Insights page remembers your settings across sessions and devices. |
| Metric chart | Bar chart showing the total or average of your selected metric per dimension. |
| Overtime chart | Line chart showing how your selected dimensions move over time. |
| Change chart | Percentage change versus the previous time period. |
| Impact chart | What the overall average would be if a dimension didn't exist. Averages only. |
| Compare mode | Put two metrics side by side across every chart. |
| Merged compare | Compare one demand driver against the combined total of the others. |
| Widgets | Extra tools beyond the charts - comparison, transcripts, OI-Q and export. |
| Lenses | Swap the charts from demand drivers to Model, Queue, Department, Team or Agent. |
| Opportunities | Swap the charts to four value-driver categories built for business cases. |
| Event | A flag on the timeline marking a moment that may have affected demand. |
| Label | Your own grouping of demand drivers. Private to you unless made public. |
| Episode | A company-wide grouping of demand, defined at the sub-inquiry layer. |
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