Averages and Percentages in Charts

When editing or selecting the data to display in the Charts gadget, note that attributes that are denoted by two asterisks (**) are not fully supported in the selected chart. Typically, this refers to averages and percentages – certain charts calculate these as ‘average of averages’ rather than weighted averages.

These metrics can still be useful in charts, but the recommended approach for maximum accuracy is to report on a single resource (department, queue, portal, call type, etc.) and interval (hour, date, week, month, etc.) in each datapoint or bar of the chart. This ensures that each datapoint or bar is showing a single average and not attempting to aggregate multiple averages. Some examples of charts you can build with this approach:

• A line chart that trends an average or percentage metric for a single resource (such as a department) over time – the whole chart shows a single resource and each datapoint shows a single interval.

• A bar chart that reports an average or percentage metric for multiple resources in a single interval, but each resource has its own bar in the chart. Therefore, each bar shows a single resource and a single interval. 

Related Information

• About the Charts Gadget

• Chart Types