While you can compare metrics with all of the chart types, sometimes you might want to view results for only one metric or compare multiple metrics without adding attributes. With the exception of the waterfall chart, these charts work best when comparing one or two metrics. For information on comparing multiple metrics, see Using metrics as axes.
The following charts are the best-suited for comparing metrics:
KPI
The KPI (or Key Performance Indicator) chart displays your metric's results as a headline number to place on your dashboard. You can use the KPI chart to display a single metric or add a second metric as a reference number. If your headline number is higher than the reference number, a green triangle will appear. If it is lower, a red triangle will appear.
In the image above, the red triangle indicates that Solved tickets is lower than Tickets. If you want to display the percentage or difference, select Show variation in Chart configuration > Chart.
If you place an attribute on the frame, the headline number will reflect the results of the value last in the attribute order. If you enable Show chart in Chart configuration > Chart, a chart will appear below your headline number. If you are using a reference number, the chart will not be displayed.
In the image above, 2016 is the latest year, so it's value is displayed as the headline number.
- In Colors, you can edit the variation, background, and min/max colors.
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In Chart, you can add a small chart to your KPI. You can add a column, line, or area chart in Show chart. This option is only available if you have added an attribute.
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If you add an attribute, you can change the results your headline number represents. Your headline number can be either the last value of the attribute, the total, the average, or the number of values in the attribute. In Chart, you can select a new value from the Value type drop-down list.
Bullet and gauge
The bullet and gauge charts are used to compare a metric to either a target or an overall total. The bullet chart provides a compact way of displaying actual and target results for multiple values of an attribute. The first metric added will represent the actual results, and the second will represent the target results. In a bullet chart, the vertical line represents the target results, and the black bar represents the actual results.
The gauge chart is a simple way to view how your results compare to a target. If you're using more than one metric, your first result will be the value and your second metric will be the target. The gauge needle will point to the area near the value's results, and the result number will be listed underneath the chart. The target results will appear as a black dot.
When you select a bullet or gauge chart, you can customize the following options in the chart configuration menu.
- In Colors, you can edit the range colors. Colors will automatically appear in a traffic light series.
- In Chart, you can edit whether your results are measured against a percentage of the maximum number or the target number. You can also configure the minimum and maximum values and percentages for your report.
- For a gauge chart, you can select the range color to be a color series or only colored according to the needle position. You can edit this setting in Chart > Range color indicated by the needle.
Waterfall
A waterfall chart can help you understand the components of a result or the cumulative effect of a series. You can use waterfall charts to focus on how results change from point A to point B. A waterfall chart can be set up in two ways.
First, you can use a series of metrics with positive and negative factors to build a picture of the overall result. For example, in the image below each metric is a factor in calculating the total number of tickets.
If you do not have a series of positive and negative metrics, you can break one metric down by elements of an attribute, such as time periods. The waterfall chart is best for comparing time period on time period results rather than trends over time. For more information, see Comparing trends over time.
The waterfall chart below compares month-on-month results for the Solved tickets metric. This report incorporates a result path calculation to display difference.
- In Chart, you can choose to have connecting bars between your columns by checking the Connecting bars box. If you deselect the option, the dashed lines between your bars will be removed.
- In X axis and Y axis you can edit axes title, style, and visibility.
11 Comments
Can you create a KPI that shows the difference between the last value and the one previous to that?
I am trying to show "% Breached Tickets" this month (let's say it's 5%), vs the previous month (let's say it was 3%). I expect to see the difference is +2%, but as I only have one metric, it does not show any diff.
I am probably doing something wrong? The guide above shows the use case with 2016 being the latest year, but it does not show how it compares to 2015.
Thanks!
Hi Gal!
I've actually done this myself! You'll need to create two custom date range calculated metrics, one with a date rage for the current month and one for the previous month (or one month prior and two months prior, etc). Then you add both of those metrics to your report and choose the KPI visualization. If memory serves, there's a setting you'll need to enable that will display the % difference in addition to the up or down arrow, but I don't recall where it is off the top of my head. But that should get you where you need to go!
Thanks Jessie,
That worked, I think.
Now I am seeing another thing - is there a way to tell a KPI chart that "more is bad, less is good"?
When it comes to % SLA Breached, having an increase of 5% is showing up as happy green, while it's very sad :) In this case, having a higher number this month, means we are trending in the negative direction...
Hey Gal!
If I'm not mistaken, from within the query, click on the on the chart configuration icon and then click Colors. That'll give you the option to change the color arrows to whatever you need. :)
Wow - that's quite obvious, and yet I didn't think about it. Oops :)
Thanks Jessie!
No problem! It can be hard to see stuff like that when you're neck deep in a new tool. :)
Hi,
In the KPI report, is it possible to show the % that a stat may be up or down?
i.e. I am using this report to show the CSAT this week v. last week. It would be great to show underneath the red/green arrow the % that this is up/down
Thank you
Jason
Hello Jason!
You can do this by going to the paint brush on the right > selecting chart > then checking the show variation box as shown here. Let us know if that works for you!
Best,
Chris
Ah that was a very easy one, thank you Chris!
In our Support Team, our Agents have a KPI of solved tickets based on the time they have been in the role/level of knowledge (Example; 6 months + agents are expected to solve 20+ tickets a day).
Is it possible to set this KPI based on the agent and display in a table their KPI, what they solved and the difference?
Additionally, we also apply this to chat agent. Can you do this for chat also?
Hello Rebecca Love,
I would recommend utilizing tags to accomplish this. By using tagging, you should be able to create groups as described and run your report based on your desired parameters. I've linked an article that breaks down how to implement this.
Reporting with tags
Best regards.
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