Chart volume description

When you select a chart type, the system displays the data across different preconfigured ranges of data (or buckets). The displayed data is based on your current filter or search criteria. For example, if the current filter is set to a specific group, the buckets for the selected metrics show only data for that specific group. If no filter is set, the system displays data relevant to all interactions.

You can set the Y-axis to show different types of volume:

Volume %: each bucket shows the percentage of interactions that matches your search and filter criteria.

Use Volume % when you want to understand how a bucket behaves relative to all the interactions. For example, if the volume percentage of the Complaints category Grouping of calls in Speech Analytics that pertain to specific business issues among all transcribed interactions. is high, it means many of the calls in the current subset deal with customer complaints. However, to find out if complaints are correlated to the current subset, switch to the Correlation to Current Search % view.
Volume #: each bucket shows how many interactions match your search and filter criteria.
Correlation to current search %: each bucket shows the percentage of interactions that matches your search, relative to all the interactions that match the bucket and the current filter criteria.

Use the Correlation to current search % view when you want to understand how a specific bucket is correlated to the current subset. For example, if the Complaints category has a high Correlation to Current Search percentage, you can deduce the current subset contains more complaint calls than the all the calls. In this case, complaint calls are more significantly correlated to the current subset.
Correlation to current search #: each bucket shows how many interactions match your search. The gray background shows how many interactions match the bucket and the current filter criteria.

Example: View the Time of Day chart to investigate calls about a newly launched campaign Collection of scheduling periods in WFM, which are defined time periods where specific employees target specific workloads.

For example, on the Time of Day chart, you see that most of the calls took place during the morning. When you switch to one of the correlation views, you notice that in the night shift Work period in WFM that has a definite length., when call volume is low, a high percentage of calls deal with the new campaign. Most likely, people that arrive home in the evening find the time to call and query about the campaign.

The correlation to volume options are relevant only after you drill down or perform a search.