Enlighten Actions Metrics

This section provides an overview of the key metrics supported by Enlighten Actions, applicable for both data and email interactions. You can refer to this information if you have a question that may not be directly addressed by the application.

Analytics and Segment Metrics

Metric	Description	Sample Questions
Call Resolved or Not	Indicates whether the customer’s issue was resolved during the interaction. License required: Interaction Analytics	Who are my top 10 agents with respect to number of calls resolved?
Agent CSAT Behavioral Metrics	Measures customer satisfaction (CSAT) based on nine behavioral aspects. Active Listening Acknowledge Loyalty Incorporate Action Be Empathetic Demonstrate Ownership Set Expectations Effective Questioning Promote Self-Service Build Rapport Overall Agent Behavior Score for CSAT Enlighten Model You can access detailed information for the following nine metrics here. License required: Interaction Analytics Advanced or Interaction Analytics Premium and Enlighten CSAT	Sample questions Show me top 10 performing agents based on building a rapport with the customers. Show me the top 10 performing agents that demonstrate ownership skills. Show me top 10 agents that promote self service to the customers. Show me the best 10 agents based on the overall behavior score.
Customer Sentiment	Captures the customer’s emotional response or attitude toward the interaction. License required: Interaction Analytics	Sample questions Show me the lowest 10 agents based on CSAT for last week. Which 10 teams have the lowest CSAT? Which 10 skills have the lowest CSAT?
Intent or Call Reason	Captures the purpose or the intent (the meaning or purpose behind what a contact says or types, what the contact wants to communicate or accomplish) of the interaction. You can access detailed information for the metric here. License required: Interaction Analytics Advanced or Interaction Analytics Premium or Interaction Analytics and ACD AutoSummary.	Sample questions What are the top five call reasons based on volume for last week? Show me top 10 call reasons with their call volume for last month. Show me 10 call reasons with the lowest average CSAT for last week.
Outcome	Indicates the result of the interaction, such as successful issue resolution. You can access detailed information for the metric here. License required: Interaction Analytics Advanced or Interaction Analytics Premium	What are the top 10 outcomes for the past week?

QM Metrics

Metric	Description	sample Questions
Avg. Evaluation Score	Average quality score of the agent	Sample questions Show me 10 teams with the lowest quality score. Show me 10 teams with the highest quality score. Show me 10 teams with the highest average evaluation or quality score. Show me 5 agents with the lowest quality score. Show me 5 agents with the highest quality score.
No. Evals Created	Total number of evaluations	Sample questions Show me all the evaluations started and completed this month. Show me the evaluations completed by a specific evaluator. Show me the number of evaluations completed on my team last month compared to this month.
No. Evals Not Acknowledged	The number of evaluations not acknowledged by the agent	Sample questions Which agents on a team have the largest number of evaluations not acknowledged yet? Show me how many evaluations are waiting for agent acknowledgment. Show me 10 agents that have the maximum evaluations not yet acknowledged.
No. of Critical Errors	Number of critical errors on a quality form	Sample questions How many critical errors have been scored month to date? Show me the critical errors on a specific skill. Show me how many total critical errors there were for the evaluations for voice channel. How many critical errors did we have last month compared to this month?
% of Critical Errors	Percentage of critical errors	Sample questions Show me the % of evaluations with critical errors. Show me the % of evaluations without critical errors. Show me the % of critical errors by Channel. Show me 10 skills that have the highest % of critical errors. Show me 10 teams that have the highest % of critical erros Show me the % of critical errors by Team.

ACD Metrics

Enlighten Actions also displays agent contact and contact level data.

When you view the data you can see information grouped into segments. It can help you organize and understand data on a more granular level.

Metric	Description	sample Questions
Abandoned Count	Number of calls disconnected by customers before an agent can answer	Sample Questions Which 10 skills had the highest abandons for last week? What days of the week have the highest abandon rate? What time of day has the highest abandon rate?
% Abandons	The percentage of abandoned calls from all queued calls	Sample questions What percentage of calls for skill A got abandoned for <time limit, for example,. last month, yesterday>? What percentage of calls were abandoned by all skills for <time limit, for example,. last month, yesterday>?
Service Level	The percentage of calls answered within a specified service level agreement.	Sample questions Show me top 10 Skills with the highest service level for <time limit, for example,. last month, yesterday>? Show me 10 skills with the lowest service level in last month.
In SLA Count	Number of calls that were in service level	Sample questions Show me top 5 Skills with lowest out of SLA percentages this month. Show me 10 skills with the lowest in SLA percentages last month.
Out SLA Count	Number of calls that didn't meet service level standards.	Show me the top 5 Skills with lowest out of SLA percentages this month.
Short Abandons	Number of calls abandoned before they reachthe short abandon threshold.	Which 10 skills had the highest short abandons for last week?
Long Abandons	Number of calls abandoned after waiting longer than the short abandon threshold.	Which 10 skills had the highest long abandons for last week?
Inbound Handled	The total number of inbound calls that have been successfully answered.	Sample questions Show me the top 10 teams that handled the most inbound calls. Show me the top 10 campaigns that had the most inbound calls. How does the number of inbound contacts compare to outbound contacts for the past month?
Avg Handle Time	The average time an agent takes to manage a contact, starting from when they accept the interaction until they finish resolving it.	Sample question Show me 10 skills that had the highest average handle time. Show me 10 teams that had the highest average handle time. Show me 10 agents that had the highest average handle time.
Handled	The number of contacts an agent deals with in a day.	Sample question Show me the top 10 teams that handled the most contacts. What is the average number of contacts handled per team over the past week? Show me top 10 agents that handled the most contacts How many voice calls were handled last week?
Outbound Handled	The total number of outgoing calls that were successfully answered.	Sample questions Show me the top 10 teams that handled the most outbound contacts. Show me the top 10 campaigns that had the most outbound contacts. How many outbound voice calls were handled last week?
Refused	The total duration an agent spends not accepting calls.	Sample questions Show me 10 teams that had the highest refused contacts? How many contacts were refused last week? How many contacts of Skill A were refused last week?
Handle Time	The duration of a call being handled by an agent.	Sample questions What is the average handle time of Skill A? Show me the worst 10 teams based on average handle time. Show me 10 skills with the least average handle time for last week? What is the AHT of Team A for voice calls this month?
Avg Hold Time	The average duration that a callers is put on hold during a call with an agent.	Show me 10 skills with the highest average hold time.
Avg ACW Time	The average time an agent spends on tasks related to a call after it has ended.	Sample questions Show me the best 10 agents with the least ACW time Show 10 agents with the longest ACW last week What is the average ACW for <Skill> for last month?
Holds	The duration of time a customer waits on hold before an agent comes back to continue the conversation.	Sample questions Show me the lowest performing agents that had the maximum holds. Which skill had the highest number of holds? How many calls of Campaign A were put on Hold this week? Which skill has the most number of Holds this week?
Avg Agent FRT	The average amount of time (in seconds) between the start of the Agent Contact and the time that the Agent's first message was sent to the customer.	Show me the best 10 agents that have the least average initial response to a contact in the last 1 month.
Avg Agent Responses	The average number of agent responses per digital contact.	What is the average number of agent responses of digital contacts?
Avg Customer Resp.	The average number of customer responses per digital contact.	What is the average number of customer responses?
% Active Time	The percent amount of total agent contact time agents spent focusing on digital contacts.	Sample questions On average what is the percentage time an agent was active for digital channels? Show me 10 agents that had the least percentage time they were active on digital contacts for last month. What is the active time percentage of Agent A, and how does it compare to Agent B?