This is the fourth in a series of blog posts exploring the free example applications that come bundled with OpenText Actuate Information Hub (iHub), Trial Edition. Read part 1, part 2, and part 3.
A typical call center – serving a financial services firm, for example – handles countless unique inquiries every day. Because call centers generate an endless stream of valuable information, many companies use dashboards to understand call center operations and find ways to improve processes. In the iHub Examples we have reproduced a dashboard visualizing extensive, detailed information about a fictional financial services call center. Our dashboard has two tabs, Call Analysis and Calls By State, that we’ll look at individually in this blog post.
Call Analysis
What it is: A call center dashboard (shown above) with three selectors on the left that affect four different charts.
What to look for: To see how the selectors affect the charts, experiment with a various combinations of Severity, Vendor, and Service. As you add and subtract selectors, the charts change.
But that’s not the only way to alter the data view that the charts provide. For example, look at Hold Time Impact on Customer Satisfaction, the chart on the lower right of the dashboard. Say you want to isolate calls that were given poor ratings in January 2014; first click on the blue squares next to Good and Acceptable in the legend; those items will grey out and their data will disappear from the chart. Now move the sliders in the blue timeline below the chart to bracket January 2014. This is what you’ll see:
The other charts in the dashboard also have interactive features, such as drill-down, drill-up, and multiple selection options. The entire dashboard also responds to your browser window size; drag your window wider and narrower and watch how the various dashboard elements respond.
One other thing to know: This dashboard is standalone, run entirely by iHub, and not embedded in another application.
Calls By State
What it is: An interactive, color-coded geospatial visual. (That’s data visualization-speak for a map, as shown above.) The legend to the right of the map gives three colors that quickly visualize the call volume for each state.
What to look for: Hover over the map and specific figures pop up by state. Click on an individual state to get a detailed report; you can then Enable Interactivity on the state report to organize the chart. A map like this is easy to create with iHub’s out-of-the-box capabilities.
One More Thing
On the main iHub Examples page that we described in part 1 of this series, you’ll also find the three items shown above. We won’t describe in detail here; instead, we encourage you to explore them on your own, using the knowledge you’ve gained by working through the other example applications. The Flight Delay example, by the way, is closely related to Aviatio, an example application that we created specifically to demonstrate how iHub can power an application for tablets such as the iPad. Once you’ve looked at the example in iHub, Trial Edition, visit aviatioexample.actuate.com on your tablet to see it in action. (It works well on most browsers, too.)