Overview
This article walks through building a pie chart in Insights using Queue Segment Activity data. The example produces a breakdown of incoming support interactions by communication type, and covers adding fields, applying a grouping, filtering results, and switching to an alternate grouping.
Creating the Chart
Navigate to the Insights home screen and click + New Chart.
Enter a name, for this example: Incoming Support Interactions.
Select Queue Segment Activity as the data source.
Confirm the time zone and optionally add labels.
Click Create.
Adding Fields
The fundamentals of building a chart are similar to building a report: add fields, apply functions or filters as needed, and add at least one grouping. Most chart types require at least one grouping; the Big Number Stat is the exception.
For this chart, two fields and one grouping are needed.
Field 1: Queue Call Manager ID
Add Queue Call Manager ID and apply the COUNT summary function. Because every interaction is assigned a unique Queue Call Manager ID, a count of this field gives the total number of interactions.
Field 2: Queue Name (filtered, hidden)
Add Queue Name and apply a filter so it equals the target queue, in this case, Support. This field does not need to be visible in the chart, so it can be hidden after the filter is applied.
Adding a Grouping
A grouping is required to break the interaction count into categories. Without a grouping, the fields would return a single total number. The grouping tells Insights how to divide that total.
To produce a breakdown by communication type, add Communication Type as the grouping.
Filtering Results
Once the chart is built, the results can be filtered in two ways depending on whether the change needs to be temporary or permanent.
Temporary Filter (toggle legend items)
Click any value label beneath the chart to toggle it on or off. This lets you hide specific communication types from view without modifying the chart's saved configuration. The change is not retained when the chart is refreshed or closed.
Permanent Filter (filter group)
To restrict the chart to specific communication types going forward, add a filter group targeting the desired values, for example, filtering to show only Chat and Inbound Call. Save the chart to retain this filter.
Alternate Grouping: By Agent
To see a breakdown of incoming support interactions by the agent who answered them instead of by communication type, replace the Communication Type grouping with Agent Name.
Pie charts support only a single grouping. To change the grouping, remove the existing one first before adding the new one.