Navigating your insights in OI

Accessing Insights 

The Insights platform is a tab on your OI dashboard. 

Metric Cards

The cards along the top of the page, one per metric. Clicking a card sets the Y (vertical) axis of the charts to that metric.

Some metrics are totals and some are averages. To tell them apart:

• Average metrics have the word "Average" at the start of the label.
• Total metrics show a % in the top right of the card.

This matters because the Impact chart is only available when your selected metric is an average.

Personalising your cards

1. Scroll to the right of the metric cards.
2. Click the + to open Manage metric cards.
3. Remove metrics you don't need, and drag to re-order the rest.

Dimension

A dimension is the data series shown in the chart - the thing you're breaking your data down by which can be: 

• A classification layer - Root Cause, Inquiry, or Sub-Inquiry
• A lens - Department, Team, Agent, Model, or Queue (see Lenses)
• An opportunity label (see Opportunities)

Highlight

Highlighting selects dimensions so the metric cards and charts focus on just those.

• You can highlight one dimension at a time, or highlight all dimensions.
• Highlighting does two things at once: it filters the values in the metric cards to your selection, and it adds those dimensions to the Overtime, Change and Impact charts.
• Use the toggles in the top right corner of the charts to highlight all, or to clear your highlights.
• Convert highlights to filter - a toggle in the same place that removes all non-highlighted dimensions from the view entirely.

Time

Where you set the date or time range your whole view is based on. Defaults to the past three months of available data.

Quick filters

1 month, 3 months, 6 months, 1 year, all data - or a custom date or time range.

Setting a custom range

1. Double click the start date you want.
2. Single click the end date.
3. All day is toggled on by default. Leave it on for any range covering more than one day.
4. For a single day, you can toggle All day off to drill into a specific time range. You'll then be prompted for a start and end time.

Tip: unexpected drops at the start or end of your Overtime chart

This is usually a partial time period caused by your date range, not a real drop in demand. To fix it, align your range to whole periods:

• Weekly view: start on a Monday and end on a Sunday - or a Friday if your contact centre only operates Monday to Friday.
• Monthly view: start on the first of a month and end on the last day of a month.

The same principle applies to any other grouping.

Looking for Live mode? That's covered in its own article: Live Mode.

Persistent view

Your Insights page remembers itself, so the dashboard looks the same whenever you return, across sessions and across devices.

Your view is private to you. Nobody else sees it, and nobody else's affects yours.

What's remembered

• Date range
• Selected models
• Active classification view
• Sort direction
• Timezone
• Visible mini-cards
• Visible charts
• Transcript table columns
• Classification filters and selections
• Overtime merge toggle
• Opportunities view toggle
• Refine Results thresholds
• Lens hierarchy, and whether the lens view is enabled
• Dropdown sort preferences

How saving works

Changes are saved for you automatically, a few seconds after you make them. There's nothing to click.

If your view can't be loaded

The page quietly falls back to the defaults below rather than showing an error:

Want to see more?

Check out the Insights #1 OI University module.