Choosing the Right Visualisation Type

Use this section to help decide which chart best fits your data and goal, so that each widget clearly communicates trends, proportions, overlaps, or detailed call lists instead of just looking visually appealing.

Here are potential use cases for each of these visualisation types:

Pie Chart:

• Show proportion of calls by sentiment: Customer Polite, Calm, Agitated, Rude/Abusive.
• Visualise distribution of agent performance: Helpful vs Not Helpful vs Impolite/Unprofessional.

Line Chart:

• Track daily or weekly frequency of tags (e.g., Customer Agitated) to spot spikes and trends over time.
• Monitor improvement in Agent Greets at Start or Ends Professionally after policy changes or training.

• Show volume of Wrong Department routed cases or Malicious Agent Behaviour over months, revealing process gaps.

  

   

Venn Diagram:

• Show overlap between calls labelled Customer Agitated AND Agent Not Helpful to identify friction points.
• Visualise intersection of Agent Asked Financial Info, Customer Calm, and Wrong Department to investigate risk/compliance scenarios.
• Find calls that are both Customer Rude/Abusive and Agent Impolite/Unprofessional to flag coaching needs

List Widget

• Show the top tags by call reason to quickly see what customers are calling about or who handles the most interactions.
• Show top agents by number of calls handled with high-value tags (e.g., Agent Helpful, Ends Professionally).