Exploration Playground

The exploration playground allows you to explore the data stored in the CallStudio analytics database.

Key Concepts

CallStudio uses widely accepted business intelligence terminology to describe the data stored in the analytics database. The following terms are used throughout the exploration playground:

• Dimension - A dimension is a category of data that can be measured. For example, the Agent ID dimension represents the agent who handled the call.
• Measure - A measure is a metric that can be measured. For example, the Average Sentiment Score measure represents the average sentiment score of the call.
• Filter - A filter is a condition that can be applied to a dimension or measure. For example, the Agent ID dimension can be filtered to only include calls handled by a specific agent.

Dimensions, Measures, and Filters

You can think of dimensions as the x-axis of a chart, measures as the y-axis, and filters as a sieve that filters out data that does not meet the specified conditions. This allows you to drill down into the data to find the information you need.

Exploring the Data

You can find the exploration playground by clicking the Explore button in the navigation bar. Here you can select multiple dimensions, filters, and measures to create a custom visualization of the data.

1. (Optional) Select the Date dimension from the Dimensions dropdown and specify the time granularity (e.g., Day, Week, Month, etc.).
2. (Optional) Select the filters from the Filters dropdown.
3. (Optional) Select the dimensions from the Dimensions dropdown.
4. Select the measures from the Measures dropdown.
5. Select the applicable chart type from the Chart Type dropdown.

Examples

The following table outlines different examples of how you can use the exploration playground to explore the data. You can replicate these examples by selecting the applicable dimensions, filters, and measures.

Example	Description	Dimensions	Filters	Measures	Chart Type
Total number of calls	The total number of calls handled by each agent.	Agent ID	None	Count	Bar Chart
Average sentiment score by agent	The average sentiment score of calls handled by each agent.	Agent ID	None	Average Sentiment Score	Bar Chart
Issue type breakdown	The number of calls that were classified as each issue type.	Issue Type	None	Count	Pie Chart
Issue type by Sentiment Score	The average sentiment score of calls that were classified as each issue type.	Issue Type	None	Average Sentiment Score	Bar Chart
Sentiment label by Agent/Client talking ratio	The average sentiment score of calls handled by each agent/client talking ratio.	Agent/Client Talking Ratio	None	Average Sentiment Score	Bar Chart