Category Trend

The Category Trend report shows changes in categories over a period of time. The trend line can represent the number of interactions, percentage of interactions, average interaction duration, or total resources. There is one line for every category selected.

Common Usages

• Plot the trends in a particular category or multiple categories chronologically.
• Identify peak periods to make informed scheduling and staffing decisions.
• Measure the response to new product releases.
• Evaluate the effectiveness of recent business changes and agent training.

Customizing the Report

General Settings:

• Version - Available in Full Report (standard size), Mini, Wide, X-Axis Only, and Y-Axis Only versions.

For additional information, see Report Parameters.

Actions

Click a point in a graph or an item in a table to open the interaction list included in the item.