From 75a01e64a52e416350cfc3b965f920805e756c93 Mon Sep 17 00:00:00 2001 From: Anna Serova Date: Wed, 13 Oct 2021 13:14:18 -0700 Subject: [PATCH] Create call_center_performance.dashboard.lookml --- call_center_performance.dashboard.lookml | 1230 ++++++++++++++++++++++ 1 file changed, 1230 insertions(+) create mode 100644 call_center_performance.dashboard.lookml diff --git a/call_center_performance.dashboard.lookml b/call_center_performance.dashboard.lookml new file mode 100644 index 0000000..886967b --- /dev/null +++ b/call_center_performance.dashboard.lookml @@ -0,0 +1,1230 @@ +- dashboard: call_center_performance + title: Call Center Performance + layout: newspaper + preferred_viewer: dashboards-next + elements: + - title: Total Conversations + name: Total Conversations + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.conversation_count] + filters: + insights_data.conversation_count: NOT NULL + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: change + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + comparison_label: vs Previous Timeframe + defaults_version: 1 + hidden_fields: + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 2 + col: 7 + width: 5 + height: 2 + - title: Avg Conv Length (min) + name: Avg Conv Length (min) + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.average_conversation_minutes] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 2 + col: 12 + width: 5 + height: 2 + - title: Average Turn Count + name: Average Turn Count + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.average_turn_count] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 2 + col: 17 + width: 5 + height: 2 + - title: Smart Highlights by Call Status + name: Smart Highlights by Call Status + model: insights_demo + explore: insights_data + type: looker_donut_multiples + fields: [insights_data.conversation_count, insights_data__sentences__intent_match_data.display_name, + insights_data.status] + pivots: [insights_data__sentences__intent_match_data.display_name] + sorts: [insights_data.conversation_count desc 0, insights_data.status, insights_data__sentences__intent_match_data.display_name] + limit: 500 + column_limit: 50 + show_value_labels: false + font_size: 12 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: '' + limit_displayed_rows: false + legend_position: center + point_style: none + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + defaults_version: 1 + series_types: {} + value_labels: legend + label_type: labPer + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 32 + col: 6 + width: 9 + height: 8 + - title: Negative Conv % of Total + name: Negative Conv % of Total + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.bad_sentiment_ratio] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: change + comparison_reverse_colors: true + show_comparison_label: true + enable_conditional_formatting: true + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + comparison_label: vs Previous Timeframe + conditional_formatting: [{type: less than, value: 0.2, background_color: '', font_color: "#137333", + color_application: {collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}, {type: less + than, value: 0.7, background_color: '', font_color: "#F9AB00", color_application: { + collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}, {type: greater + than, value: 0.7, background_color: '', font_color: "#EA4335", color_application: { + collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}] + defaults_version: 1 + note_state: expanded + note_display: below + note_text: 'Goal: < 20%' + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 4 + col: 12 + width: 5 + height: 2 + - title: Avg Turn When Transfer Occurred + name: Avg Turn When Transfer Occurred + model: insights_demo + explore: insights_data + type: single_value + fields: [human_agent_turns.average_first_turn_human_agent] + sorts: [human_agent_turns.average_first_turn_human_agent desc] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Start Date: insights_data.start_date + row: 18 + col: 0 + width: 5 + height: 3 + - title: Time of Day When Transfers Occur + name: Time of Day When Transfers Occur + model: insights_demo + explore: insights_data + type: looker_column + fields: [insights_data.load_hour_of_day, insights_data.conversation_count, insights_data.client_sentiment_category] + pivots: [insights_data.client_sentiment_category] + fill_fields: [insights_data.load_hour_of_day] + filters: + insights_data.type: Human Agent + sorts: [insights_data.load_hour_of_day, insights_data.client_sentiment_category] + limit: 500 + column_limit: 50 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: normal + limit_displayed_rows: false + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + series_types: {} + show_null_points: true + interpolation: linear + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Start Date: insights_data.start_date + row: 15 + col: 14 + width: 10 + height: 6 + - name: Conversations Transferred to Human Agent + type: text + title_text: Conversations Transferred to Human Agent + subtitle_text: What calls are being transferred to a human agent and when is that + transfer taking place? + body_text:
(These tiles are not affected by the "Type" filter.) + row: 12 + col: 0 + width: 24 + height: 3 + - title: Total Transferred Conversations + name: Total Transferred Conversations + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.conversation_count] + filters: + human_agent_turns.first_turn_human_agent: "-NULL" + sorts: [insights_data.conversation_count desc] + limit: 500 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + defaults_version: 1 + series_types: {} + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Start Date: insights_data.start_date + row: 15 + col: 0 + width: 5 + height: 3 + - name: High Level Metrics + type: text + title_text: High Level Metrics + subtitle_text: '' + body_text: '' + row: 0 + col: 0 + width: 24 + height: 2 + - title: Popular Entities + name: Popular Entities + model: insights_demo + explore: insights_data + type: looker_wordcloud + fields: [insights_data.conversation_count, insights_data__entities.name] + sorts: [insights_data.conversation_count desc] + limit: 20 + column_limit: 50 + color_application: undefined + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: '' + limit_displayed_rows: false + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + defaults_version: 1 + series_types: {} + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 32 + col: 0 + width: 6 + height: 8 + - title: Client Sentiment by Day of Week + name: Client Sentiment by Day of Week + model: insights_demo + explore: insights_data + type: looker_column + fields: [insights_data.conversation_count, insights_data.load_day_of_week, insights_data.client_sentiment_category] + pivots: [insights_data.client_sentiment_category] + fill_fields: [insights_data.load_day_of_week] + sorts: [insights_data.conversation_count desc 0, insights_data.client_sentiment_category] + limit: 20 + column_limit: 50 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: percent + limit_displayed_rows: false + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + color_application: undefined + series_types: {} + series_colors: + Positive - insights_data.conversation_count: "#7CB342" + Neutral - insights_data.conversation_count: "#80868B" + Negative - insights_data.conversation_count: "#EA4335" + Mixed - insights_data.conversation_count: "#12B5CB" + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 24 + col: 13 + width: 11 + height: 6 + - name: Sentiment Analysis + type: text + title_text: Sentiment Analysis + subtitle_text: '' + body_text: |- + Sentiment Score indicates the overall emotion present.
+ Sentiment Magnitude indicates how much emotional content is present.
+ Sentiment Category is determined by a combination of sentiment score and magnitude and should be calibrated to a specific business use case. + row: 21 + col: 0 + width: 24 + height: 3 + - title: Top 10 Topics + name: Top 10 Topics + model: insights_demo + explore: insights_data + type: looker_bar + fields: [insights_data.conversation_count, insights_data__topics.name] + filters: {} + sorts: [insights_data.conversation_count desc] + limit: 10 + column_limit: 50 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: '' + limit_displayed_rows: false + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + color_application: undefined + series_types: {} + series_colors: + Mixed - insights_data.conversation_count: "#079c98" + Negative - insights_data.conversation_count: "#EA4335" + Positive - insights_data.conversation_count: "#1a9c30" + Neutral - insights_data.conversation_count: "#80868B" + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + enable_conditional_formatting: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 40 + col: 0 + width: 12 + height: 12 + - name: Intents, Entities, Topics + type: text + title_text: Intents, Entities, Topics + subtitle_text: What types of conversations do we handle? + body_text: '' + row: 30 + col: 0 + width: 24 + height: 2 + - title: Conversations Imported and Analyzed + name: Conversations Imported and Analyzed + model: insights_demo + explore: insights_data + type: looker_column + fields: [insights_data.conversation_count, insights_data.load_date, insights_data.type] + pivots: [insights_data.type] + fill_fields: [insights_data.load_date] + sorts: [insights_data.conversation_count desc 0, insights_data.type] + limit: 500 + column_limit: 50 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: normal + limit_displayed_rows: false + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: true + show_silhouette: false + totals_color: "#808080" + series_types: {} + show_null_points: true + interpolation: linear + custom_color_enabled: true + show_single_value_title: true + show_comparison: true + comparison_type: change + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + comparison_label: vs Previous Timeframe + defaults_version: 1 + hidden_fields: + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 6 + col: 0 + width: 24 + height: 6 + - title: Avg Client Sent Score + name: Avg Client Sent Score + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.average_client_sentiment_score] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: change + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: true + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + conditional_formatting: [{type: equal to, value: 0, background_color: '', font_color: "#F9AB00", + color_application: {collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}, {type: greater + than, value: 0, background_color: '', font_color: "#137333", color_application: { + collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}, {type: less + than, value: 0, background_color: '', font_color: "#EA4335", color_application: { + collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}] + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 24 + col: 0 + width: 3 + height: 3 + - title: Avg Agent Sent Score + name: Avg Agent Sent Score + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.average_agent_sentiment_score] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: change + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: true + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + conditional_formatting: [{type: equal to, value: 0, background_color: '', font_color: "#F9AB00", + color_application: {collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}, {type: greater + than, value: 0, background_color: '', font_color: "#137333", color_application: { + collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}, {type: less + than, value: 0, background_color: '', font_color: "#EA4335", color_application: { + collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, + bold: false, italic: false, strikethrough: false, fields: !!null ''}] + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 27 + col: 0 + width: 3 + height: 3 + - title: Phrase Match When Transferred to Human Agent + name: Phrase Match When Transferred to Human Agent + model: insights_demo + explore: insights_data + type: looker_grid + fields: [insights_data__sentences__phrase_match_data.display_name, insights_data.conversation_count, + human_agent_turns.average_first_turn_human_agent] + filters: + insights_data.type: Human Agent + sorts: [insights_data.conversation_count desc] + limit: 500 + column_limit: 50 + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + enable_conditional_formatting: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + x_axis_gridlines: false + y_axis_gridlines: true + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: '' + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + show_null_points: true + interpolation: linear + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + defaults_version: 1 + series_types: {} + color_application: undefined + note_state: collapsed + note_display: below + note_text: Higher Turn number means it took longer to transfer the call + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Start Date: insights_data.start_date + row: 15 + col: 5 + width: 9 + height: 6 + - title: Total Contained Conversations + name: Total Contained Conversations + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.contained_count] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + comparison_label: of Total + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + defaults_version: 1 + series_types: {} + note_state: collapsed + note_display: above + note_text: A conversation is considered contained if it was never handed off to + a human agent. + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 4 + col: 7 + width: 5 + height: 2 + - title: Client Sentiment Makeup + name: Client Sentiment Makeup + model: insights_demo + explore: insights_data + type: looker_area + fields: [insights_data.conversation_count, insights_data.client_sentiment_category, + insights_data.start_date] + pivots: [insights_data.client_sentiment_category] + fill_fields: [insights_data.start_date] + sorts: [insights_data.client_sentiment_category, insights_data.start_date] + limit: 20 + column_limit: 50 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: percent + limit_displayed_rows: false + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + show_null_points: false + interpolation: linear + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + color_application: undefined + hidden_series: [] + series_types: {} + series_colors: + Positive - insights_data.conversation_count: "#7CB342" + Negative - insights_data.conversation_count: "#EA4335" + Neutral - insights_data.conversation_count: "#80868B" + ordering: none + show_null_labels: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 24 + col: 3 + width: 10 + height: 6 + - title: Avg Daily Conversations + name: Avg Daily Conversations + model: insights_demo + explore: insights_data + type: single_value + fields: [daily_facts.avg_daily_conversations] + limit: 500 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + series_types: {} + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 2 + col: 2 + width: 5 + height: 2 + - title: Avg Daily Contained Conversations + name: Avg Daily Contained Conversations + model: insights_demo + explore: insights_data + type: single_value + fields: [daily_facts.avg_daily_contained_conversations] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: value + comparison_reverse_colors: false + show_comparison_label: true + enable_conditional_formatting: false + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + comparison_label: of Total + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + defaults_version: 1 + series_types: {} + note_state: collapsed + note_display: above + note_text: A conversation is considered contained if it was never handed off to + a human agent. + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 4 + col: 2 + width: 5 + height: 2 + - title: Positive Conv % of Total + name: Positive Conv % of Total + model: insights_demo + explore: insights_data + type: single_value + fields: [insights_data.good_sentiment_ratio] + limit: 500 + column_limit: 50 + custom_color_enabled: true + show_single_value_title: true + show_comparison: false + comparison_type: change + comparison_reverse_colors: true + show_comparison_label: true + enable_conditional_formatting: true + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + comparison_label: vs Previous Timeframe + conditional_formatting: [{type: greater than, value: 0.2, background_color: '', + font_color: "#137333", color_application: {collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, + palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, bold: false, italic: false, + strikethrough: false, fields: !!null ''}, {type: less than, value: 0.7, background_color: '', + font_color: "#F9AB00", color_application: {collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, + palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, bold: false, italic: false, + strikethrough: false, fields: !!null ''}, {type: less than, value: 0.2, background_color: '', + font_color: "#EA4335", color_application: {collection_id: 7c56cc21-66e4-41c9-81ce-a60e1c3967b2, + palette_id: 56d0c358-10a0-4fd6-aa0b-b117bef527ab}, bold: false, italic: false, + strikethrough: false, fields: !!null ''}] + defaults_version: 1 + note_state: expanded + note_display: below + note_text: 'Goal: >= 20%' + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 4 + col: 17 + width: 5 + height: 2 + - name: Agent Performance + type: text + title_text: Agent Performance + subtitle_text: Which agents need help? + body_text: '' + row: 52 + col: 0 + width: 24 + height: 2 + - title: Agents Handling Long Conversations + name: Agents Handling Long Conversations + model: insights_demo + explore: insights_data + type: looker_grid + fields: [insights_data.average_conversation_minutes, insights_data.agent_id, insights_data.conversation_count] + sorts: [insights_data.average_conversation_minutes desc] + limit: 25 + column_limit: 50 + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + enable_conditional_formatting: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 54 + col: 12 + width: 12 + height: 12 + - title: Agents With Low Average Client Sentiment + name: Agents With Low Average Client Sentiment + model: insights_demo + explore: insights_data + type: looker_grid + fields: [insights_data.agent_id, insights_data.average_client_sentiment_category_value, + insights_data.conversation_count] + filters: {} + sorts: [insights_data.average_client_sentiment_category_value] + limit: 25 + column_limit: 50 + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + enable_conditional_formatting: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + defaults_version: 1 + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 54 + col: 0 + width: 12 + height: 12 + - title: Intents and Highlights Identified for Long Conversations + name: Intents and Highlights Identified for Long Conversations + model: insights_demo + explore: insights_data + type: looker_grid + fields: [insights_data__sentences__intent_match_data.display_name, insights_data__sentences__phrase_match_data.display_name, + insights_data__sentences__dialogflow_intent_match_data.display_name, insights_data.average_conversation_minutes] + filters: + insights_data.average_conversation_minutes: ">25" + sorts: [insights_data.average_conversation_minutes desc] + limit: 500 + column_limit: 50 + show_view_names: false + show_row_numbers: true + transpose: false + truncate_text: true + hide_totals: false + hide_row_totals: false + size_to_fit: true + table_theme: white + limit_displayed_rows: false + enable_conditional_formatting: false + header_text_alignment: left + header_font_size: 12 + rows_font_size: 12 + conditional_formatting_include_totals: false + conditional_formatting_include_nulls: false + x_axis_gridlines: false + y_axis_gridlines: true + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: '' + legend_position: center + point_style: none + show_value_labels: false + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + defaults_version: 1 + series_types: {} + listen: + Client Sentiment Category: insights_data.client_sentiment_category + Start Date: insights_data.start_date + row: 40 + col: 12 + width: 12 + height: 12 + - title: Custom Highlights by Call Status + name: Custom Highlights by Call Status + model: insights_demo + explore: insights_data + type: looker_donut_multiples + fields: [insights_data.conversation_count, insights_data.status, insights_data__sentences__phrase_match_data.display_name] + pivots: [insights_data__sentences__phrase_match_data.display_name] + sorts: [insights_data.conversation_count desc 0, insights_data.status, insights_data__sentences__phrase_match_data.display_name] + limit: 500 + column_limit: 50 + show_value_labels: false + font_size: 12 + x_axis_gridlines: false + y_axis_gridlines: true + show_view_names: false + show_y_axis_labels: true + show_y_axis_ticks: true + y_axis_tick_density: default + y_axis_tick_density_custom: 5 + show_x_axis_label: true + show_x_axis_ticks: true + y_axis_scale_mode: linear + x_axis_reversed: false + y_axis_reversed: false + plot_size_by_field: false + trellis: '' + stacking: '' + limit_displayed_rows: false + legend_position: center + point_style: none + label_density: 25 + x_axis_scale: auto + y_axis_combined: true + ordering: none + show_null_labels: false + show_totals_labels: false + show_silhouette: false + totals_color: "#808080" + defaults_version: 1 + series_types: {} + value_labels: legend + label_type: labPer + listen: + Import Date: insights_data.load_date + Status: insights_data.status + Client Sentiment Category: insights_data.client_sentiment_category + Type: insights_data.type + Start Date: insights_data.start_date + row: 32 + col: 15 + width: 9 + height: 8 + filters: + - name: Type + title: Type + type: field_filter + default_value: '' + allow_multiple_values: true + required: false + ui_config: + type: button_group + display: inline + options: [] + model: insights_demo + explore: insights_data + listens_to_filters: [] + field: insights_data.type + - name: Import Date + title: Import Date + type: field_filter + default_value: 30 day + allow_multiple_values: true + required: false + ui_config: + type: relative_timeframes + display: inline + options: [] + model: insights_demo + explore: insights_data + listens_to_filters: [] + field: insights_data.load_date + - name: Start Date + title: Start Date + type: field_filter + default_value: 30 day + allow_multiple_values: true + required: false + ui_config: + type: relative_timeframes + display: inline + options: [] + model: insights_demo + explore: insights_data + listens_to_filters: [] + field: insights_data.start_date + - name: Status + title: Status + type: field_filter + default_value: '' + allow_multiple_values: true + required: false + ui_config: + type: button_group + display: inline + options: [] + model: insights_demo + explore: insights_data + listens_to_filters: [] + field: insights_data.status + - name: Client Sentiment Category + title: Client Sentiment Category + type: field_filter + default_value: '' + allow_multiple_values: true + required: false + ui_config: + type: checkboxes + display: popover + options: [] + model: insights_demo + explore: insights_data + listens_to_filters: [] + field: insights_data.client_sentiment_category