Most pages in Operative Intelligence (OI) can be filtered based on what specific information you are looking for. This article will explain the different ways you can filter data to find what you're looking for.
Note: Depending on the page you are on and the data in scope for your organization, you may have more or less filter options available than shown in this article.
Choose a date range
Most pages in the OI platform default to showing you data for the past three months (or three months back from the most recent data available).
There are a number of different ways you can change the dates of data you're seeing:
Use the buttons to the left of the date brush chart to view the last month, three months, one year, current year to date (YTD), or all available data in OI for your organization.
Use the date pickers on the right of the brush chart to choose a specific date range of interest.
Select a model
If your organization has insights provided for multiple departments, skills, channels or sites with different cost or volume assumptions, you will be able to select the ‘Model’ to view data for.
To filter by model, click on the cube icon from the side menu on the left of the screen.
You will be shown the available models for your organization, you can select one or multiple models by clicking on them to view the data on the page for the selected model(s) only.
Note: when no models are selected, all models available for your organization will be shown in the data.
Apply filters
You can filter the data insights shown in OI by clicking on the filter icon from the side menu on the left of the screen.
After selecting one or more filters, click ‘Apply filters’ in the bottom right corner of the filters window.
To remove all filters, click ‘Clear filters’ in the bottom right corner of the filters window.
Queue
Use queues to understand how your customer demand varies by queue.
Queues available will reflect the data in scope for analysis for your organization. These are usually based on your organization’s telephony or work distribution system.
Org Structure
Org Structure refers to the teams, departments and sites for your organization. Org structure will be customized for your organization.
A common Org Structure set up is: Department > Site > Team > Agent.
You can select one or more options at any level of your Org Structure.
Teams missing or agents assigned to the wrong team? Send details of any Org Structure change requests to [email protected]
Metric
Select a metric to filter the data displayed. Definitions for commonly used metrics can be found on the Operative Intelligence Definitions page.
Note: 'Metric' filter is only available on selected pages and where applicable.
Root cause
Select one or up to 5 root causes to filter the data displayed by.
Inquiry
Select one or up to 5 inquiries to filter the data displayed by.
Tip: Use the search bar to search for keywords within the list of inquiries.
Show results
Limit the results shown to the top 10 or set a custom limit to view the top results to another number.