Your SentiSum Support dashboard is optimised for a quick understanding of trends in your data, and whether recent changes in ticket volume/contacts per order were positive or negative.
CPO and Volume Of Tickets
Let's say you selected the last week in the date filter...
When looking at volume, we can see that Request Discount was mentioned in 180 tickets in the last week (the last bar), and this was a 27% increase in ticket volume from the previous week (22/02/21 - 28/02/21).
When changing to CPO, we can see that the CPO for Request Discount was at 0.36% for the week selected, and this was a 20% increase in CPO from the previous week. The CPO line is red because there was an increase from the previous date range (the previous week).
Historical Trend Charts
In this example, if we only saw the last two data points, we would think a 20% increase is sizeable and might need investigating. However, because the chart shows the last five data points, we can see "Request Discount" has decreased consistently over the last few weeks, so the recent 20% increase is smaller in context.
When we select the last week, the last bar represents the week selected. The previous bars then represent the previous four weeks so that we can understand the weekly trend. See the example below; note the dates on the detailed chart.
When we select the last month, the chart changes like so, with the bars representing previous 28-day blocks:
CPO Line - green, red, grey
When the latest change is an increase, the CPO line is red because CPO increases usually have negative consequences.
When the latest is a decrease, the CPO line is green because CPO decreases usually have positive consequences.
When there has been no change since the previous time period, the CPO line is grey.