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Custom Performance Graphs

Build custom performance comparison graphs by selecting specific teams, agents, metrics, and time periods.

Accessing: Click the Create a Custom Graph tile on the main Reports page (Performance Trends section).

Three-Step Wizard

  1. Select Time Period — choose how far back to view data (30 days, 60 days, 3 months, or 6 months maximum)
  2. Select Teams and/or Agents — choose one or more teams and/or individual agents to compare. You can mix teams and agents in the same graph.
  3. Select Metric — choose which performance metric to plot (e.g., Overall Score, Introduction Score, Tone of Voice Score)

Interactive Graph Features

  • Visual Distinction — teams are shown with dashed lines, agents with solid lines, and the calculated average with a thicker line
  • Auto-Scaling Y-Axis — the score axis automatically adjusts to show only the relevant data range
  • Interactive Controls — zoom, pan, and hover over data points to see exact values
  • Download — use the camera icon in the graph toolbar to download the visualisation as a PNG image
  • Legend — positioned below the chart for easy reference

Average Line

The graph automatically calculates and displays an average line across all selected teams and agents, calculated per week. The average line is visually distinct (thicker, different colour) for easy comparison.

Form State Persistence

Your last selections (time period, teams, agents, metric) are remembered for convenience when creating multiple graphs.

Data Source & Refresh Schedule

  • Data is sourced from the database based on historical CallCoach reports
  • Data Refresh: metrics are refreshed weekly during the night of Sunday to Monday (AEST)
  • Historical Data: up to 6 months of historical data is available

Common Questions

Can I compare teams and agents in the same graph?

Yes! You can select any combination of teams and agents (e.g., compare an individual agent's performance against the combined average of multiple teams).

What's the difference between the dashed and solid lines?

Dashed lines represent teams, solid lines represent individual agents, and the thicker line represents the calculated average.

How do I download the graph?

Look for the camera icon in the Plotly toolbar (top right of the graph) and click it to download as a PNG image.

Why can I only select up to 6 months of data?

The 6-month limit ensures optimal performance and keeps the visualisations clear and readable.

When is the data updated?

Metrics are refreshed weekly during the night of Sunday to Monday (AEST). New data from the previous week will be available on Monday mornings.

Can I zoom in on a specific time period?

Yes, the Plotly graph is fully interactive. Click and drag to zoom into specific date ranges, double-click to reset the zoom.

What does Overall Score mean as a metric option?

Overall Score represents the aggregate performance across all scored metrics for the selected period, calculated as a percentage of the maximum possible score achieved (excluding non-applicable scores).

Why don't I see any data after generating a graph?

The selected teams/agents may have had no calls during the chosen time period, data may not have refreshed yet (updates weekly on Sunday nights), or the selected metric wasn't applicable to any calls. Try a different time period or different teams/agents.