Most Brightmetrics users are familiar with single-item charts, which is to say charts that display a single value, potentially broken out by a dimension. For example, count of all calls taken by a workgroup, either as a single total value or perhaps broken out by exit reason, answering agent, or wait time interval.
But what if you wanted to see the count of all calls taken by a workgroup, as well as the 28-day moving average of the same value to see which days are above or below trend? Or average queue time for a workgroup vs average talk time? Or the count of calls coming in to the main customer service number vs count of calls handled by the customer service workgroup? For these cases Brightmetrics has an advanced option known as multiple-item charts. Read the rest of this entry »