4 key visualization graphs for WFM

"Visualization gives you answers to questions you didn't know you had." - Ben Schneiderman

Data visualization is crucial in the contact center world, and I strive for simplicity. Here are my top 4 graphs for concise and efficient data presentation:

Line Graph: Illustrates metric changes over time. Example: Work volume's year-over-year changes.

Bar Graph: Shows sub-category evolution over time. Example: Channel expenses' year-over-year growth.

Histogram: Displays variances in a specific metric across a population. Example: Distribution of associates in AHT buckets.

Scatterplot: Highlights relationships between two variables. Remember, correlation doesn't imply causation! Example: Negative correlation between service level (SL) and abandonment rate (ABD). As service level improves, abandoned clients decrease OR as abandonment rate decreases, service level improves. Correlation ≠ causation!

Enjoy my four go to graphs!