Question

How exactly hex radar diagram is built and all metrics there are caluclated?

Answer

The diagram uses the following logic:

1. All values are normalized to their goals.

2. Blue line indicates the goal and is always equal to 1 (or 100%)

3. Green line indicates the normalized value as ratio of metric value to the goal in the following manner:

   • Link Rate = Link rate moving avg for the chosen period / Link rate goal x 100%
   • Link Accuracy = Link accuracy moving avg for chosen period / Link accuracy goal x 100%
   • AQI = AQI moving average for chosen period / AQI goal x 100%
   • CSAT = CSAT moving average for chosen period / CSAT goal x 100%
   • FCR = FCR moving average for chosen period / FCR goal x 100%
   • Tickets resolved = Tickets resolved moving avg for chosen period / Proficiency level for chosen period x 100%

where chosen period is the period that's been chosen in calendar (by default is last 12 months)