Compare Mode

What it's for

Compare mode lets you pin two metrics together - for example Average Handle Time and Predicted Resolution - so every chart shows both at once, instead of you flicking back and forth between metric cards to build the comparison in your head.

**Not sure which "compare" feature you need? Compare mode pairs two metrics together. If you're comparing one dimension against everything else, see Merged Compare. If you're comparing two time periods, see Prior Period Comparison.

How to use it

1. Hover over a metric card - a compare icon appears.
2. Click it. That card becomes the primary metric and animates to the first position.
3. Click another card to make it the secondary. The two cards slide together into a single joined block, each carrying its own chart colour.
4. Clicking a third card cycles the secondary out and replaces it.

To exit, click the compare icon again - this restores your card positions, the single Y axis, and your previous sort.

What changes across the charts

• Metric chart: paired bars for each dimension.
• Overtime chart: two lines with dual Y axes, each metric scaled independently. This replaces any classification series.
• Change chart: two bars per period.
• Tooltips: show both values, each with its colour swatch.
• Legend: each metric is named in a vertical legend, one on the left and one on the right.

Good to know

Some metrics can't be compared - Sentiment, for example. These don't offer the compare icon, and are disabled while Compare mode is active.

Use case

Is this agent actually good, or just fast?

You've drilled into a high-volume enquiry for a time period of interest, switched to the Agent lens, and sorted agents by predicted resolution to surface your top performers. You highlight three or four of the strongest agents to view their performance on the Overtime and Change charts, and hide any whose performance looks more variable.

With that shortlist in view, you check volume handled, handle time and workload for each - but you want to know how resolution actually compares to handle time, agent by agent, rather than reading two separate charts. Hover over the Predicted Resolution metric card and click the compare icon, then click the Average Handle Time card to pin it alongside. The charts update to show both metrics side by side for your highlighted agents, so you can see which metric is more volatile across the group, and which agent has the best combination of fast handle time and strong resolution.

Swap Average Handle Time out for Predicted Satisfaction and you can test a different pairing without resetting your agent selection - seeing whether the same agents who look good on resolution also look good on satisfaction.

Sorting by a metric, using the Agent lens, highlighting a shortlist, and then pinning metrics against each other with Compare mode lets you judge trade-offs - like good resolution but poor handle time - agent by agent, rather than metric by metric.

Want to see more?

See the Insights #6 OI University module.