Long-term analysis

Use charts on the dashboard icon Dashboard overview to view call and application information over time to look for data patterns.

Call statistics charts

On the Dashboard, choose Overview from the submenu to view a graph of call information over time, and determine patterns in your call data.

V‑Spark provides several ways to examine data that has already processed.

Figure 1. V‑Spark Dashboard Overview

  1. Select the company, organization, and folder to view, then choose Overview from the submenu.

  2. Select the date range for the Overview. This defines the horizontal axis of the graph. Choose one of these options:

    • Last Month Overview - If there is data in the last month, the graph will display that date range by default. The number of calendar days that are considered part of this range will vary based on the length of the current month. The date picker contains a quick link to return to this view after exiting.

    • Calendar month - If there is no data in the last month, by default the graph will display the last calendar month with data. The date picker enables you to select any calendar month. To help you identify months containing data, days with data are displayed with enlarged numbers.

  3. Select options from the drop-down menu to use different graph types to view your data. Select from:

    • Call volume

    • Call duration

    • Agent emotion

    • Client emotion

Application charts

The Overview Chart on the top left side of the screen breaks down a scorecard by category for each day over the past 31 days. Each category is made up of lower-level categories. You can choose to view the chart according to the percentage of all calls that meet the requirements for a certain category (Hit/Miss), or according to the average percentage of calls per lower-level category (Coverage).

Each colored bar and each colored line is clickable, and each changes the Daily Chart view to show the upper-level categories’ lower-level categories for more thorough analysis. The Overview chart stacks the scores for each category so an overall score can be compared on a daily basis.

  1. Select bar or line graph

  2. Select Score type to view

  3. Select Month Overview or 31 Day Overview