Customize a measure’s appearance

The way a measure is displayed in a report is configured in the Measure Configuration panel at the bottom of the Create Measure dialog box. This panel is present for both model and custom measures.

Fields in the Measure Configuration panel
Field Description

Format

The format in which to display numbers, dates, and times.

Null

Configures what is displayed in a report when the value returned is null.

Aggregation

The consolidation method for values.

Content Attributes

The content attributes string that determine how the measure is displayed.

Content Attributes drop-down field

This drop-down field to the right of the Content Attributes field lets you apply preconfigured content attributes to the measure without having to enter anything in the Content Attributes field itself. Normally you only use one of the two content attribute fields at a time. It is possible to use both fields at the same time, although the results might not be what you expect to see. Your options are as follows:

  • <no attribute field>—The default value. No preconfigured attributes are applied.
  • ATTR_CCRID_Link—Turns the contact recording ID measure into a link to the recording and colors the text blue.
  • ATTR_DURATION—Applies the duration format associated with the measure.
  • ATTR_DURATION_hhmmss—Applies the HH:MM:SS format to the measure.
  • ATTR_kpiScoreColor—Turns text to white against a background of red (#A6192E) for KPIs of 0.7 and below, yellow (#FFC72C) for KPIs between 0.7 and 1.0, and green (#279989) for KPIs 1.0 and above.
  • ATTR_NPS_ChartColors—Applies red (#A6192E) to NPS scores of 0 to 6, yellow (#FFC72C) to NPS scores of 7 and 8, and green (#279989) to NPS scores of 9 and 10.
  • ATTR_NPSColours—Applies red (#A6192E) to NPS range of –100 to 0, yellow (#FFC72C) to NPS range of 1 to 50, and green (#279989) to NPS range 51 to 100.
  • ATTR_PredictiveNPS_ChartColors—Applies red (#A6192E) to NPS scores of 0 to 6, yellow (#FFC72C) to NPS scores of 7 and 8, and green (#279989) to NPS scores of 9 and 10.
  • ATTR_Quartile_Colors—Turns text to white against a background of teal (#279989) for the first quartile, yellow (#FFC72C) for the second quartile, dark yellow (#FF9D00) for the third quartile, and maroon (#A61923) for the fourth quartile.
  • ATTR_SentimentChartColors—Applies red (#A6192E) to negative sentiments, yellow (#FFC72C) to neutral sentiments, and green (#279989) to positive sentiments.

Content attributes

Content attributes apply static or conditional changes to specific measures in a report.

A static change means that the attribute you configure applies all the time to how a measure is displayed. For example, you can apply attributes to a measure so that it is always displayed in bold text.

A conditional change means that the attribute is applied only when the measure’s value meets certain criteria. For example, you can set a condition so that a measure is displayed in red whenever that measure is a negative number.

This section will help you define the text to enter in the Content Attribute field in the Measure Configuration panel for model or custom measures.

NOTE   Not all content attributes are appropriate for all types of data. For example, the Maximum Decimal Places attribute, which specifies the maximum number of decimal places to display in a value, has no effect on a report that returns only integers.

NOTE   All time data available for reporting in Data Explorer is in UTC format. Time values can be expressed on reports using other time formats by adding a time subject as a custom measure and applying the Time Zone content attribute.

The following links contain details about the available content attributes and the syntax you must follow in order to apply them correctly.

Link Attributes
Content attribute syntax Describes the syntax to use when constructing a content attribute string
Content attributes for all data types LOCALE, NULL_TEXT, PREFIX, REPLACE, and SUFFIX

Content attributes for text data types

BACKCOLOR, BOLD, DISPLAY_NAME, DROP_HEADING_PREFIX, FONT_FACE, FORECOLOR, HEADING, ITALIC, LINK, NOTE, STRIKETHROUGH, and UNDERLINE

Content attributes for numeric data types

CURRENCY_CODE, CURRENCY_SYMBOL, DURATION, FIXED, INTEGER, MAX_DP, MIN_DP, MIN_INT_DIGITS, PATTERN, PERCENT, RADIX_CHAR, and TRIPLE_CHAR

Content attributes for date/time data types

DATE_STYLE, PATTERN, TIME_STYLE, and TIME_ZONE

Content attributes for Boolean-like data types

FALSE_TEXT and TRUE_TEXT

Example 1

You create a report that displays how many contacts each of your agents has handled. You want to easily identify the agents who have handled between 20 and 200 contacts. Without applying any content attributes, the report looks like this:

You decide to use the RANGE keyword and the FORECOLOR and BOLD attributes to change the color of all contact totals that fall within the 20–200 contact total range to blue in bold text.

  1. In the Question panel, click Contacts. The Measure: Contacts dialog box opens.
  2. In the Content Attributes field, enter the following text:

    <RANGE 20:200 <BOLD; FORECOLOR blue>>

  3. Click Apply. When the attribute is processed, the numbers in the Contacts column of the report that fall between 20 and 200 inclusive appear in bold blue text.

Example 2

You decide to refine the report you created in Example 1 by using more ranges and colors to indicate how agents are performing. You decide to create 3 ranges:

  • Low performing (red): Agents who handled between 1 and 100 contacts
  • Average performing (blue): Agents who handled between 101 and 300 contacts
  • High performing (green): Agents who handled 301 contacts and up

To do this you will nest multiple RANGE conditions. The colors you specify for each range are applied if any of the conditions are met.

  1. In the Question panel, click Contacts. The Measure: Contacts dialog box opens.
  2. In the Content Attributes field, enter the following text:

    <RANGE 1:100 <BOLD; FORECOLOR red>; RANGE 101:300 <BOLD; FORECOLOR blue>; RANGE 301+: <BOLD; FORECOLOR green>>

  3. Click Apply. When the attribute is processed, the numbers in the Contacts column of the report are displayed in red, blue, or green, depending on where they fall in the three ranges.