Merged Compare lets you group a set of dimensions together and compare them against the rest of your selection - so you can tell at a glance whether one call driver, agent, or team is behaving differently from everything else.
What it's for
Say you're looking at volume over time for a dozen call drivers. One catches your eye, but with that many lines on the chart it's hard to tell whether it's actually behaving differently, or just following the same overall trend as everything else.
Merged Compare solves this by collapsing everything you're not focused on into a single merged line, so you're comparing two lines instead of a dozen. The same logic works for any metric, not just volume - for example, is satisfaction improving across the board, and if so, is this particular call driver improving faster or slower than everything else?
Looking for Compare Mode? That's covered in its own article: Compare Mode.
How to turn it on
Step by step:
- Highlight the dimensions you want in play - all of them for Compare one to all, or just your subset for Compare one to selection.
- Hover over the one dimension you want to isolate, and click the ⇄ icon. That dimension becomes Group 1 (green).
- Everything else you've highlighted is automatically placed into Group 2 (blue) - this is your merged comparison line.
- To add more dimensions to Group 1, click the ⇄ icon on each one you want to include.
Merged Compare works across all three demand driver levels - Root Cause, Enquiry, and Sub-Enquiry - and across every lens, including Queue, Team, Agent, and your organisation's structure layers.
What changes while it's active
- Overtime chart: two lines, shown in the group colours.
- Change chart: two bars per period, shown in the group colours.
- Legend: the per-dimension legend is replaced by one showing both group swatches and Group 1's aggregate.
- Metric cards: each mini-card shows a Group 1 row, a Group 2 row, and the delta between them. Cards stay visible while the merged totals load, rather than blanking out.
- You can still hover over any point or bar to see its underlying value.
Good to know
- Only the dimensions you've highlighted are included in the comparison - anything you haven't selected sits outside both groups.
- The ⇄ button is disabled on the last remaining Group 2 item - a comparison needs both sides.
- Removing the last Group 1 item exits Merged Compare and restores normal colouring.
- Legend pins follow their group, and clear if an item moves between groups.
Want to see more?
See Insights #8 to view Merged Compare across demand or Insights #9 to see it across agents in OI University.
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