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Two further filters are available in the left nad right hand Filters pane:
Agent Type - select whether to show calls with multiple agents on the call, only single agents on the call, or both (latter is the default).
Day - select which day of the week to show (default is to show all days including weekends).
The Summary Report also contains hover charts to reveal further details and trends for individual agents:
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Each report will present EVS voice data in various charts and tables to assist you in your understanding of your customers and agents.
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Please refer to the BI Connector Service for a full description of the data fields.
Agent
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Comparison Report
The Agent Performance Comparison Report compares the performance of one agent against all other agents (default setting) or against a sub-set of agents.
If you want to select a sub-set of agents, then use the global Agent filter to first select the sub-set of agents. Hold down the Ctrl key to select multiple agents.
The sub-set of agents will now appear in the left hand Agent Filter where you can now select which agent to compare to the subset of agents.
You can use the feature to compare one agent against another agent (by only selecting two agents in the global Agent filter).
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WordBench Links Embedded in the Reports
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Power BI Report with link to open call in Wordbench  | Call opened in Wordbench  |
Adding a Day Filter
Users may wish to filter the reports by the day of week.
A Days table has been included in the template to allow this to be easily achieved. You can apply the filter to one report or to all reports.
To add a day filter, first ensure that the Filters pane and Fields pane is visible.
Locate the Day field under the Days table. Drag the Day field to one of the “Add data fields here” boxes (depending on if the filter is for the current report or all reports):
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You can now select which days of the week to display in the report:
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within Wordbench |
Adding and Removing Stop Words to Word Clouds
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