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https://support.tethr.com/hc/en-us/sections/115003371248-Graph Graph

Enhancements: Graph and bin numeric values

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
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Overview  

This article covers the second phase of enhancements to graphing.

With the addition of graphing and binning numeric values, you can measure an interaction's Tethr Effort Index (TEI) score on your vertical axis and group TEI scores into bins along on the horizontal axis of your graph.

In this article, you'll learn:

  1. How to graph an interaction's effort on the vertical axis
  2. What is binning?
  3. How to bin your interactions by TEI score along the horizontal axis
  4. How to group interactions by TEI score with the Group by menu
  5. How to group agents, categories or custom groups (teams) by TEI score bin  

Getting started: Graphing features are available in both Search & browse and My reports.

From Search & browse, either select the Graphing tab next to the Filters tab, or begin a new search and select the option to Show graph next to the Save as a report button.

From My reports, either select the Graphing tab or open a saved report in My reports list. 

 

Graph an interaction's effort on the vertical axis

Graph_avg_score_by_week_over_last_3_months.png
Tethr's graph now allows you to measure interaction effort along the vertical (y) axis by metrics like average, minimum, or maximum.

For example, if you want to understand the average score, or Tethr Effort Index, by week across the last three months of interactions.

  1. While your horizontal (x) axis will default to measure scores by Time, be sure to select a Date range from the Filters tab using the Date filter to see scores by week over the last three months.
  2. Next, on the Graphing panel, choose Score to display on your Vertical axis menu.
    a) The default scoring type will be automatically set to Tethr Effort Index with a range of 0.0 - 10.0. 
  3. Next, choose how you want to measure your scores by Average, from the additional metrics dropdown menu.

    Tip: Hover over the data in your graph to view the average Tethr Effort Index score across interactions in a specific week.
  4. You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  5. Selecting Close will close the graphing panel, but will save any subset filter selections you've made.

What is binning?

Binning_visual.png

Bins allow you to group like numeric values, such as TEI score, together on your graph into intervals: for example, 0 - 3, 4 - 6, 7 - 10. 

Note: Create bins using any filter that has a numerical value. For example, the number of products sold, survey scores, credit scores, customer tenure, agent tenure, number of holds, hold time, number of transfers.

Use bins to answer questions like:

  • How many numeric items, like survey scores, are in each grouping, or bin?
  • What are the high, median, and low effort scores across my interactions? Across my categories or teams?
  • Who are my low, median, and high performing agents based on effort score?

Understanding Bin settings:

    1. You can only specify three bin settings at once. Once you've entered three settings values, to enable the fourth setting, you'll need to set one of the other three bin settings to Auto or remove a value from one of the other fields.
    2. Each bin will display a count of values up to and including the set bin value and will exclude values already accounted for in other specified bins.
    3. Enter numbers into each bin settings field that represent the bins you want to group values into. See each bin setting field and its description below.

Bin setting fields:

 
Field name Field description
Bin count Defines how many total bins you'd like to see your graph data grouped into. In the case of a bar or grouped bar graph, each bin is represented by a bar.

For example, to see low, median, and high bins, you'd set your bin count value at 3.

The Auto value will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0).
Bin size

Defines the interval contained within each bin. For example, 0 - 1, 0 - 3 or 1 - 4. The Auto value will set your bins at a size of 1 bin per 10 score values.

Min and Max bin values

Define the minimum and maximum values you want to see on your graph. For example, when using TEI score, which includes values between 0.0 and 10.0, you may only want to graph the low-end of those values. In this case, you could choose a min value of 0 and a max value of 4.

Show underflow

This checkbox allows you to display any results under your minimum value set, or below the auto value of 0.0.

Show overflow Similarly, checking this checkbox allows you to display any results over your maximum value set, or above the auto value of 10.0.

Bin your interactions by TEI score along the horizontal axis

Graph_volume_of_interactions_in_each_TEI_score_bin__1_.pngMeasure interaction effort along the horizontal (x) axis.

For example, if you want to understand the volume of interactions that fall into each effort score bin over the last three months.

  1. First, you'll need to define your time period. Select the Filter tab and choose the specific time period you'd like to graph by from the Date filter.
  2. To show the volume of interactions that have a specific score>, on the Graphing panel, leave the vertical (y) axis menu set to its default: Volume.
  3. Next, choose Score to display on your horizontal (x) axis.
    a) Note that the default measure for your horizontal axis will always be Time.
    b) The default scoring type will be automatically set to Tethr Effort Index with a range of 0.0 - 10.0.
    c) No need to fill in the Bin count, Bin size, Min and  Max value fields. These are set to automatically bin your interaction volume across the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.
    d) Uncheck Show underflow and Show overflow checkboxes so that any scores below 0.0 or above 10.0 will not be shown on the graph.

    Tip: Bin count, Bin size, Min and Max value, and the checkboxes for Show underflow and overflow have automatic settings that will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    You can customize these fields, and therefore the count, size, values, and under/overflow of each bin by entering numbers into each field.
  4. You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  5. Selecting Close will close the graphing panel, but will save any subset filter selections you've made.

Group interactions by TEI score

Interaction_volume_by_TEI_score.png
You can also group interactions by TEI score using binning on the Group by menu.

For example, if you want to understand the volume of interactions in each effort score bin, by week, over the last four months.

  • First, define your time period. Select the Filter tab and choose the specific time period you'd like to graph by from the Date filter.
  • On the Graphing panel, choose the Grouped bar graph type. In this case, selecting the Multi-color option for your graph will help you differentiate each TEI score more easily in the graph.
  • For your horizontal axis, choose Score.
    a) The default scoring type will be Tethr Effort Index with a range of 0.0 - 10.0.

    Tip: Hover over the data in your graph to view a detailed breakdown of the volume of interactions with a specific Tethr Effort Index score.

    Note: Bin count, Bin size, Min and Max value, and the checkboxes for Show underflow and overflow have automatic settings that will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    You can customize these fields, and therefore the count, size, values, and under/overflow of each bin by entering numbers into each field.
  • You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  • Selecting Close will close the graphing panel, but will save any subset filter selections you've made.

Group  agents, categories or custom groups (teams) by TEI score bin

Agents_with_high_performer_behavior_grouped_by_TEI.png You can also break TEI score bins down further by Agents, Categories, and Custom groups (formerly called Teams) using the Group by menu.

For example, if you want to understand the percentage volume of agents showing high-performance behavior within each effort score bin over a period of time.

  • First, define your time period. Select the Filter tab and choose the specific time period you'd like to graph by from the Date filter.
  • On the Graphing panel, choose the Grouped bar graph type. In this case, selecting the Multi-color option for your graph will help you differentiate each agent more easily in the graph.
  • On your vertical axis, choose Subset as a percentage of volume, and then select each of the high performer behavior categories you wish to measure by from the Edit subset filter popup.
  • For your horizontal axis, choose Score.
    a) The default scoring type will be Tethr Effort Index with a range of 0.0 - 10.0. 
  • To show the percentage volume of agents that fall into a specific TEI score bin, select Agents from the Group by menu.

    Tip: Hover over the data in your graph to view a detailed breakdown of the percentage volume of each agent's interactions that fall within a specific Tethr Effort Index score bin.

    Note: Bin count, Bin size, Min and Max value, and the checkboxes for Show underflow and overflow have automatic settings that will group scores along the horizontal axis utilizing the total count of all scores (0.0 - 10.0) at a size of 1 bin per 10 score values.

    You can customize these fields, and therefore the count, size, values, and under/overflow of each bin by entering numbers into each field.
  • You can undo the last number of criteria you've applied (within your current browser session) by selecting Undo at the top of the graphing panel next to Close.
  • Selecting Close will close the graphing panel, but will save any subset filter selections you've made.

What's next?