Lenses swap the dimensions in your charts from demand drivers to Model, Queue, Department or Location layers, Team or Agent.
What it's for
Lenses let you look at performance rather than demand. Instead of seeing volume or metrics broken down by Root Cause, Inquiry or Sub-Inquiry, you see them broken down by who or what handled the work - Model, Queue, Department, Location, Team or Agent.
You might view volume of interactions handled, or a performance metric, by department or site - then drill down to the teams within that, and again to the individual agents handling the interactions. All charts work exactly the same way, just with different dimensions.
How to use it
- Click the + symbol at the top left of the charts (to the left of Root Causes).
- Click Lenses.
Managing your lenses
Click the three dots that appear where the + was - here you can toggle individual lenses on or off and re-order them.
Exiting
Click the three dots, then click Remove.
Good to know
Lenses and Opportunities view can't be used together - turning one on switches the other off. See the Mode Compatibility Matrix for the full picture of what turns off what.
Use cases
Drilling down from department to agent
You want to understand performance across your contact centre, not just demand. Apply the Department lens to see volume or a metric broken down by department, then switch to the Team lens to see the teams within the department you're interested in, and again to the Agent lens to see the individual agents behind a team's numbers.
Finding which agents perform best, and who needs help
With a metric selected and sorted by impact, click the vertical ellipsis (⋮) below the metric cards, click Lenses, then click Agent. Click Highlight all to bring every agent into view. The bar chart now shows the agents mapped to your team or filter, ordered by the selected metric - hover over any bar in the Impact chart to see each agent's effect on the average. Note that the agent with the most impact isn't necessarily the one with the worst individual score, since impact also factors in how many interactions they handle.
Want to see more?
See the Insights #5 module in OI University.
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