Metrics Widget

Required permissions: Interaction Analytics View

The Metrics Widget is a bar chart that allows you to view applicable contacts that match criteria set by a single metric. For example, you can use the Team Name metric to only view interactions for a specific team. This widget can display many different things and can have any title. In the following image, the Metrics Widget displays the number of contacts that occurred during the currently selected time period where an abandon did not occur.

Watch this short training video to learn more about this widget.

Read the Chart

The bars indicate the number or percentage where a certain threshold was met, if a threshold is configured. To view details about the bar measurement, hover over the bar. A box appears containing the threshold met and the number or percentage associated with it. You can edit the widget settings or use workspace filters Funnel to configure additional metrics to appear in the widget.

Available metrics

Metric	Details
Agent ID	Unique numeric identifier assigned by CXone Mpower to an agent. Helpful when you want to view all interactions for one agent, especially if you have more than one agent with the same name.
Agent Name	Name of the agent who handled the interaction, as specified in their CXone Mpower user profile. Can be used for the same purpose as Agent ID. Use when you want to view all interactions for a particular agent.
ANI	Also known as caller ID. Listed phone number of an incoming voice call or email address. It can be helpful to use this along with DNIS to show how often a customer is called or repeat customer callers. When you filter by this metric, the Metrics widget displays a bar graph showing the volume of voice calls associated with the ANI. You may want to configure two Metrics widgets, one with ANI, and one with DNIS, to easily track this data.
Channel Type	The type of channel where an interaction occurred. It is easier to use the Channels filter instead. You can use this metric within a category, which is an advantage over the Channels Widget.
Client Phone Number	The phone number or email address of the contact. Similar to ANI. This can be helpful to analyze a specific customer and see both when they contact you and when you contact them.
Close Reason Type	Useful for seeing segments that were transferred or conferenced. You can filter by individual close reasons, such as conference, hold, or transfer. The metric includes the last action that occurred during an interaction. For example, if an interaction was put on hold and transferred, the close reason type would be considered a transfer because that's the last action that occurred.
Direction Type	Displays whether interactions are inbound or outbound. This is useful to view the volume of each type of interaction. Some users find it helpful to configure a Metrics Widget for each direction type.
Disposition Notes	Notes written by agent while setting the disposition for the interaction. This metric isn't currently functional, but will be in a future release.
DNIS	This is a unique phone number or email address. When you filter by this metric, the Metrics Widget displays a bar graph showing the volume of incoming voice calls associated with the DNIS. It can be helpful to use this along with ANI to show how often a customer is called or repeat customer callers.
Hold Count	Number of times the interaction was placed on hold. This metric isn't currently functional, but will be in a future release.
Hold Seconds	Total time the interaction spent in a hold state across all holds. This metric isn't currently functional, but will be in a future release.
In Queue Seconds	Length of time the interaction spent in queue before an agent began to handle it.
Interaction Duration Seconds	The total number of seconds the interaction lasted, including all segments. Allows you to filter by the duration of an interaction from the time of the agent's first word to the last. Useful for analyzing talk time and for removing extremely short or long calls from analysis.
Is Complex	If there is any change in the number of participants in an interaction, it is considered complex. This can be helpful to analyze why interactions require a transfer or conference. This field is true for the first segment of an interaction when the Close Reason is not Segment (end). Is Complex is true for every segment after the first one. For example, if an agent receives a call and then transfers the contact to their supervisor, Is Complex is true for this segment. The second segment of this interaction would include the agent's supervisor and the original contact. This segment is also complex because there was a change in participants from the first segment. If the same agent receives a new call, handles the contact, and the contact ends the call, Is Complex is false.
Master Contact ID	Unique numeric identifier assigned by the CXone Mpower ACD to an interaction. It is the parent ID for one or more related segments. You can use this to include all segments attached to a contact.
Media Type Name	Unique numeric identifier assigned by CXone Mpower to the type of communication channel used for the interaction, such as email, inbound voice, SMS, and so on. If you want to focus on specific channels, Select Channels from the drop-down instead.
Notable Silence Percentage	Interaction Analytics notes both silence and notable silence. Silence is defined as the amount of time between words where all parties are quiet. It excludes silence from short breaths, speaker changes, and pauses at the end of sentences. Notable silence is any period of silence (as just defined) that lasts three or more seconds. Total notable silence for an interaction is the sum of all notable silence periods. This metric allows you to view the percentage of total notable silence in an interaction or segment.
Notable Silence Seconds	The total number of seconds of notable silence in an interaction or segment.
Open Reason Type	Shows if segments began as a segment or transfer. Similar to a close reason. If you would like to track an interaction across multiple segments Is Complex or Segment ID would be helpful as well.
Primary Disposition ID	Shows interactions assigned to each disposition as the primary disposition. The disposition is identified by its numeric ID. This metric isn't currently functional, but will be in a future release.
Segment Contact ID	Unique alphanumeric identifier for all connected segments within an interaction.
Segment ID	Unique identifier for each segment of an interaction. An interaction can be made up of multiple segments if contacts are transferred or conferenced. Useful when you want to analyze a specific segment.
Skill ID	Unique numeric identifier assigned by CXone Mpower to a skill. Allows you to filter by the ACD skill name and see the volume of interactions for that skill.
Skill Name	Name of a skill. Allows you to filter by the ACD skill name and see the volume of interactions for that skill.
Team ID	Unique numeric identifier defined in Admin. Useful for sorting interactions by team. It can be helpful to configure separate Metrics Widgets for each team you want to analyze. You can configure one Metrics Widget for up to 25 teams.
Team Name	Name of the team that handled the interaction, defined in Admin. Useful for sorting interactions by team. It can be helpful to configure separate Metrics Widgets for each team you want to analyze. You can configure one Metrics Widget for up to 25 teams.
Total Duration Seconds	The total length of the interaction in seconds. It includes the time the interaction entered the system until the interaction was disposed by the agent. This includes the time a contact spent in-queue before being routed, any after contact work (ACW), as well as pre-call IVR time for phone calls. Interaction Duration Seconds is more helpful to view the actual length of interactions.

Change the View

You have two options for viewing information in the Metrics Widget:

To view an exact number of contacts where the selected metric met a certain threshold, select Number of Interactions. This is the default view.
To view the percentage of contacts where the selected metric met a certain threshold, select Percentage.

View Interaction Details

When you click a bar in the chart, you can click Show Interactions to view the contacts that match the metric during this time period. For example, if you click a bar that indicates 46 contacts were not abandoned during the time period and select Show Interactions, the Interactions Widget opens to display those 46 contacts.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

Viewing transcripts.
Listening to call recordings.
Highlighting selected items.
Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Metrics Widget Settings

You can modify the Metrics Widget settings to apply filters, change the name of the widget in the workspace, specify the number of bars displayed in the widget, change the color of the bars, and change the default view.

Change the Title of the Widget

Click Options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Widget

Click the three stacked dots in the top right corner of the widget.
Click Settings.
Click Widget Options to open the drop-down.
If you want to change the number of bars to show in the widget, type the number in the Number to Show text box. The default is 10 and the maximum is 25.
If you want to change the base color of the bars and text in the widget, either click the colored box to open the color picker or manually type the hexadecimal code of the color you want to use in the text box.
If you want to specify the Sort Order, select either Ascending or Descending from the drop-down.
If you want to change whether a number or percentage shows in the bars of the Metrics Widget by default, select either Count or Percentage, respectively, under Default View.
Click OK.