Eugene Parnell

Marchex processes over 50 million phone calls per year. Our largest clients average 2 million calls per month. This is a desktop view of a Marchex analytic for call handling and processing. It shows a multi-tiered leaderboard that illustrates a few key observations (one per tab) that are not obvious from looking at a few data points. Aggregated data for your current scope of inquiry is summarized across the top and detailed on the left; details about child units are arranged hierarchically in columns to the right. See also next image.

This is the mobile version of the analytic described in the previous image,

Explanation and specifications for the context popover for the leaderboard component (see previous two images).

This is the fully drilled-down view of the same “explorer” component in the previous image. Here the width of the colored block indicates the quantity of calls and the color indicates whether the rate of failed calls exceeds the standard (blue) or fails it (orange). The widest orange block will be the area of greatest concern.

A frequent need is to correlate a metric which is a percentage with a different metric given as an overall number. At Marchex we’ve found that this representation is better received than a stacked bar chart as it keeps the focus on the percentage while allowing the context of the related overall number.

Concept drawing for a multi-part visualization of missed calls over the course of a business week, in order to better address staffing levels. Daily totals are read across, in large bars, and hourly breakdowns hang beneath; hours where volume is less than average are rendered lighter; those where volume is greater than average are rendered darker.