Overview
A “Big Number Stat” displays a single key metric prominently, making it ideal for dashboards where you need to see current performance at a glance. Conditional formatting extends this by automatically changing the stat's color based on defined thresholds, giving instant visual context without needing to read a report.
This is particularly useful for SLA and KPI tracking. For example, a stat showing average wait time could appear green when within the SLA target and red when it has exceeded an acceptable threshold.
Creating the Chart
Navigate to the Insights home screen and New Chart in the top-right of the user interface.
Enter a name for the chart, for this example: Average Speed to Answer—Chats.
Select a data source, confirm the time zone, and optionally add labels or link a report.
Click Create.
Initial Configuration
Select Big Number Stat from the chart type drop-down.
Toggle Live on and configure the Refresh and Time Frame settings.
-
Add the following fields:
-
Wait Time
Apply the AVG summary function
-
Queue Name
Apply a filter to show only the relevant queue (this field can be hidden)
-
Conditional Formatting
Conditional formatting is configured in the Conditional Formatting tab of the side configuration panel. It has four components: Stat Text, Color, Prefix/Suffix, and Conditions.
Stat Text
The Stat Text field controls the label displayed beneath the number. By default it uses the chart's name. Update it here if a shorter or more descriptive label is needed.
Color
The Color setting defines the stat's default display color when no conditions are met. If conditions are configured to cover all expected value ranges, the default color will rarely appear.
Prefix and Suffix
Prefixes and suffixes add context to the number and help prevent misinterpretation — especially for non-time-based fields.
Adding the suffix "Calls" to a stat showing 226 makes it immediately clear what the number represents. Without it, the context is ambiguous.
For time-based fields like Wait Time, a suffix is typically not needed since the value is already understood to be in seconds.
Setting Up Conditions
Conditions assign a specific color to the stat when the value falls within a defined range. They are evaluated in order from top to bottom; the first condition that is true is applied, so order matters.
Adding Conditions
In the Conditional Formatting tab, click the blue [+] icon to add a condition.
For each condition, select an operator (such as greater than), enter a threshold value, and choose a color.
Repeat until all desired thresholds are defined.
Conditions can be added, removed, or reordered at any time.
Example: Average Speed to Answer Thresholds
The table below uses six conditions to display a color gradient from red (poor performance) to green (good performance) based on average wait time in seconds:
# |
Operator |
Value (seconds) |
Color |
|---|---|---|---|
1 |
Greater than |
50 |
Red |
2 |
Greater than |
40 |
Dark Orange |
3 |
Greater than |
30 |
Light Orange |
4 |
Greater than |
20 |
Yellow |
5 |
Greater than |
10 |
Light Green |
6 |
Greater than |
0 |
Green |
Because conditions are evaluated top to bottom, an ASA of 33 seconds would:
Fail Condition 1—33 is not greater than 50
Fail Condition 2—33 is not greater than 40
Pass Condition 3—33 is greater than 30 → stat displays Light Orange
Once saved, conditions can always be revisited and recalibrated to reflect updated SLA targets or performance expectations.