How to use comparison and trend values in RightNow Analytics

Advanced
Analytics:
Comparison
and

Trend

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Harbour
Statement

This
document
may
include
predictions,
estimates
or
other
information
that
might
be

considered
forward-‐looking.
While
these
forward-‐looking
statements
represent
our

current
judgment
on
what
the
future
holds,
they
are
subject
to
risks
and
uncertainties
that

could
cause
actual
results
to
differ
materially.
You
are
cautioned
not
to
place
undue

reliance
on
these
forward-‐looking
statements,
which
reflect
my
opinions
only
as
of
the

date
of
this
document.
Please
keep
in
mind
that
we
are
not
obligating
ourselves
to
revise

or
publicly
release
the
results
of
any
revision
to
these
forward
looking
statements
in
light

of
new
information
or
future
events.
Throughout
this
document,
we
will
attempt
to

present
some
important
factors
relating
to
our
business
that
may
affect
our
predictions.

Pre-‐requisites

In
order
to
get
the
most
out
of
the
document
you
will
have
had
some
training
in
the

Oracle
|
RightNow
CX
product
around
analytics
and
administration.
You’ll
also
be

familiar
with
editing
reports
and
might
have
had
a
go
at
writing
rules.

The
document
has
some
complicated
analytics
but
the
report
you
need
is
available
to

import.

This
document
covers
some
new
functionality
on
the
system,
and
anyone
who

has
been
around
the
product
for
a
few
years
is
going
to
be
pleased
that
a
new
table
and

a
new
piece
of
functionality
has
been
exposed.

The
CX
version
used
for
this
document
is
Nov
’13.

This
document
has
been
written
an
informal
style,
to
impart
experience
rather
than
as
a

formal
training
document.
If
you
would
like
to
receive
training
on
analytics,

administration
or
any
aspect
of
Oracle
|
RightNow
CX
contact
me
at

mark.kehoe@outlook.com
or
on
0487
335311
or
via
LinkedIn.

Introduction

There
are
two
useful
features
within
analytics
that
I’ve
found
useful
in
mature
contact

centres.

Often
within
contact
centres
there
are
busy
periods
within
the
year
or
month
and

sometimes
we
need
to
figure
out
when
things
will
pick
up
or
calm
down.

Equally,
as
the
usage
of
the
system
ramps
up
you
might
need
to
calculate
when
more

staff
would
be
needed.

The
comparison
and
trend
values
enable
you
to
look
into
the
past
or
look
into
the

future.
They
work
well
with
date
ranges
and
a
pre-‐requisite
in
getting
the
best
out
of

them
both
is
to
have
added
relative
dates
and
date
grouping
into
the
report.

By
Mark
Kehoe

©
Kehoe
Consulting

Advanced
Analytics:
Comparison
and

Trend

Comparison

Comparison
values
enable
you
to
look
into
the
past.
We
can
to
compare
two
periods

side
by
side
and
using
the
date
group
function
this
can
be
pretty
flexible.
Usually
the

two
values
would
be
something
like
open
incidents
for
this
month
compared
to
open

incidents
for
the
same
month
last
year.

Once
you
get
the
hang
of
it
you
can
do
some

really
clever
things
such
as
adding
the
values

to
the
graph
for
a
quick
visual
indicator
but

for
now
I’ll
keep
it
to
the
basics.

I’ve
made
a
copy
of
the
incident
backlog

report
and
will
use
this
for
my
example.
My

contact
centre
has
a
busy
period
over

Christmas
and
based
on
the
figures
from
last

year
I’d
like
to
know
when
I
could
expect
an

influx
of
emails.
I’m
going
to
work
on
the

backlog
to
figure
out
when
I
need
to
hire
more

staff.

1.
Click
on
the
Max.
Backlogged
column.
From

Figure
1:
Inserting
a
comparison

the
design
tab
click
on
Insert
Column
and

value
into
a
report

select
Comparison
Value.

If
its
all
worked
well
then
you
should
see
the
a
new
column
added
to
your
report
called

Comparison
Value
(Max.

Backlogged).

Now
the
column
has
been
added
the

value
can
be
changed
so
that
I
can

make
it
function
as
I
need.
For
some

inexplicable
reason,
head
back
to
the

home
tab
and
on
the
right-‐hand
side

click
Comparison.
You
should
see
the

following:

Figure
2:
Configuring
a
comparison
value

With
our
two
columns
we
can
now

start
playing
around
with
the
values.
In
my

example
I
want
to
see
what
was
going
on
this
time
last
year.
Comparison
allows
for

relative
values
so
I
can
put
-‐1
Year
for
this
time
last
year.
With
the
date
group
on
the

report
set
to
a
week
I
can
now
see
this
week
last
year:

This
image
gives
you
the
idea
although
it
looks
a
bit
odd
to
me
as
it’s
in
the
middle
of

the
report,
but
hopefully
you
get
the
idea.

By
Mark
Kehoe

©
Kehoe
Consulting

Advanced
Analytics:
Comparison
and

Trend

Next
comes
the

exciting
part
of

seeing
the

comparison
values

appear
in
the

report.

As
the
report
runs,

we
will
be

prompted
to
enter

an
offset
against
the

Figure
3:
Changing
the
comparison
offset

date
range.
It
will

look
something
like
the
image
shown
below.
In
this
example
I’m
interested
in
weekly

figures:

The
report
starts
making
sense
when
we
see
the
output.
In
my
report
we
will
now
have

a
new
column
containing
this
years
compared
to
last
year’s
figures:

By
Mark
Kehoe

©
Kehoe
Consulting

Advanced
Analytics:
Comparison
and

Trend

If
required
you
can
change
the
headings
to
something
more
meaningful
but
I’ve
left

mine
as
the
defaults.

Trending

Trending
allows
us
to
see
where
figures

are
going.
We
can
also
project
forward

based
on
information
from
the
past
and

that
is
how
I
typically
like
to
use
trending.

To
create
a
trend
select
the
column
we

wish
to
project
with.
Again,
I’ve
selected

the
Max.
Backlogged
column.
From
the

Design
tab
select
Insert
Column
and

choose
Trend
Value:

With
the
column
in
place
the
design
tab

now
has
an
extra
option.
For
the
life
of
me

I
have
no
idea
why
comparison
doesn’t
to

the
same
but
hey,
I’m
not
in
product

development.

As
you
can
see
from
the
image,
we
have

both
forecast
units
and
an
option
to

perform
a
forecast.
Note
that
the
further

forward
you
forecast,
the
less
accurate

the
values
can
become.
In
the
image

shown
to
the
right
I’ve
forecast
three

units
forward,
which
for
my
report
is

three
weeks.

It
relies
on
a
bit
of
common
sense
and
an

understanding
of
the
results
to
know
just

how
far
you
can
forecast
forward.
The

By
Mark
Kehoe

©
Kehoe
Consulting

Advanced
Analytics:
Comparison
and

Trend

more
history
you
have,
the
further
you
can
project.

Now
that
we
have
the
forecast
in
place
lets
take
a
look
to
see
what
the
result
would
be:

As
we
can
see,
the
figures
from
my
test
site
indicate
that
I’m
going
to
have
a
problem
in

a
few
weeks
time
after
Christmas
when
my
backlog
gets
out
of
hand!

Once
the
values
are
in
place
you
might
want
to
include
a
couple
of
additional
tasks.
The

forward
projected
values
against
the
other
fields
will
obviously
have
zeros
and
you

might
want
to
do
something
with
NVL
to
either
blank
them
out
or
put
in
some
text
to

explain
what
is
going
on.
Again,
the
dates
will
be
blank
so
you
might
want
to
do
some

more
NVL
work.

By
Mark
Kehoe

©
Kehoe
Consulting

How to use comparison and trend values in RightNow Analytics

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