https://support.tethr.com/hc/en-us/categories/115001620628-Reports Reports
https://support.tethr.com/hc/en-us/sections/115003371248-Graph Graph

Bin and group interactions by their TEI score range

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  

Group interactions into predefined, optimized Tethr Effort Index (TEI) score bins along on the horizontal axis of your graph. Or, show predefined TEI scores bins across time, agents, categories, or any other horizontal axis criteria.

Group_Tethr_Effort_Index_into_predefined_bins.png

Predefined bins allow you to quickly see which scores are high effort, neutral, and low effort across your data using the values and colors of the Tethr Effort Index's score range:

Tethr_Effort_Index_score_range.png

In this article, you'll learn:

  1. How to Bin interactions by their TEI score range on the horizontal axis
  2. How to group interactions by the TEI score range using the Group by menu
  3. What happens to predefined bins when I change my graph type?

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. 

Bin interactions by their TEI score range on the horizontal axis

Bin_interactions_by_their_TEI_score_range_on_the_horizontal_axis.png
Let's say you want to understand the percentage volume of interactions that fall across the Tethr Effort Index score range so you can quickly see which interactions are difficult. You would Display bins with score ranges to view your interactions by their TEI score in predefined, optimized bins along the horizontal (x) axis.

  1. Select the Stacked bar graph type.
  2. While your vertical (y) axis will default to measure volume, predefined bins will display for any other vertical axis option including interaction length, silence time, talk time, score, as well as for a subset percentage of volume. 
  3. Next, choose Score to display on your horizontal (x) axis.

    Tip: Customize the graph's Date range in the Filters tab using the Date filter.
    a) Note that the default measure for your horizontal axis will always be Date.
    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 as these fields will disappear once you choose to display your bins with score ranges.
  4. Check the Display bins with score ranges option.
  5. 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.
  6. Selecting Close will close the graphing panel, but will save any subset filter selections you've made.
  7. To save the changes you've made, select Save at the top of the page. If the edited report you're saving is not an original, select the More actions ( ••• ) button and choose to Save as.

Group interactions by the TEI score range using the Group by menu

Bar_graph_-_Volume_of_interactions_that_fall_across_the_TEI_score_range_by_agent.png

Let's say you want to understand the volume of interactions by agent that fall across the TEI score range so you can quickly see which interactions are difficult by the agent. In this case, you would Display bins with score ranges within the Group by menu to view your interactions across predefined, optimized TEI score range bins while using the Horizontal axis to see the data by agent. 

  1. Select the Stacked Bar graph type.

    Note: The Grouped bar and Table graph types will also work for this example. For the table graph shown below, leave your Measurement set to its default: Volume with Show percentage option selected. Choose Agents to display as your table's Rows. And select Score for your table's Columns. Finally, check the Display bins with score ranges option under Columns.

    Table_-_Volume_of_interactions_that_fall_into_predefined_TEI_scores_bins_by_agent.png
  2. Leave your Vertical axis set to its default: Volume with Show percentage option selected.
  3. Next, choose Agents to display as your Horizontal axis.

    Tip: Customize your horizontal axis, or row for a table, data to display by agents, time, categories, interaction length, silence and talk time.
  4. For your Group by menu, select Score.
    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 as these fields will disappear once you choose to display your bins with score ranges.
  5. Check the Display bins with score ranges option below the Group by menu.
  6. 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.
  7. Selecting Close will close the graphing panel, but will save any subset filter selections you've made.
  8. To save the changes you've made, select Save at the top of the page. If the edited report you're saving is not an original, select the More actions ( ••• ) button and choose to Save as.

What happens to predefined bins when I change my graph type?

  1. Grouped bar graph type behaves similarly to the Stacked bar graph type example above when you're grouping TEI score ranges into predefined bins.
  2. Area and Line graph types will not display the TEI score range colors, but will mimic the shape of the binned data using lines.

    Area_or_line_graph_displaying_TEI_score_as_predefined_bins.png
  3. Pie graph types will display the TEI score range colors and bins as portions of the whole circle.

    Pie_graph_displaying_TEI_score_as_predefined_bins.png
  4. Table graphs will display the TEI score range with the range as your first column, showing the percentage volume of interactions that fall within each range, or bin, as rows.

    Table_graph_displaying_TEI_score_as_predefined_bins.png

What's next?