Digital Experience Metrics

This page provides you details of the different Digital Experience metrics available in the Metric widgets.

% Focus Time

The % Focus Time metric calculates the percentage of an agent's total contact time dedicated to handling digital contacts, such as emails and chats.

Learn more

Calculation: [Focus Time] / [Agent Contact Dur.]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Agt Contact Duration

The Agent Contact Duration metric tracks the time an agent spends handling a digital contact, such as an email or chat. This helps check the efficiency of agents addressing customer inquiries through digital channels.

Learn more

Calculation: The sum of values from the AGENT_CONTACT_DURATION_SECONDS field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric Type: Historical
Metric direction: Down, a lower metric value is best.

AHT (Digital)

The Average Handle Time metric measures the average duration agents spend managing digital contacts such as emails or chats.

Learn more

Calculation: [Handle Time] / [Handled]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Agent FRT

The Agent FRT (First Response Time) metric measures the time (in seconds) it takes for an agent to send their initial message to the customer, starting from the moment they begin handling the contact. This helps you track the speed of the agents' first interaction with customers and helps you identify areas for improvement in response times.

Learn more

Calculation: The sum of values from the AGENT_FIRST_RESPONSE_SECONDS field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Agt Contacts w/ FRT

The Agent FRT (First Response Time) Count metric measures the number of times an agent has provided a first response to a digital contact, such as an email or chat. This helps to track the agents' engagement with customers across digital channels.

Avg Agent FRT

The Avg Agent FRT measures the average amount of time it took for an agent to initially respond to a customer message in a digital contact.

Learn more

Calculation: [Agent FRT] / [Agt Contacts w/ FRT]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Agent Response Count

The Agent Response Count metric measures the total number of responses an agent has made in digital contacts, such as emails or chats. You can monitor the agents' engagement with customers across digital channels.

Learn more

Calculation: The sum of values from the AGENT_RESPONSE_COUNT field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Avg Agent Responses

The Average Agent Response metric measures the average number of agent responses per digital contact.

Learn more

Calculation: [Agent Response Count] / [Handled]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Avg Contact FRT

The Avg Contact First Response Time measures the average amount of time it takes for the first agent of a digital contact to provide an initial response message to customers.

Learn more

Calculation :[Contact FRT / [Contact FRT Count]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Avg Customer Resp

The Average Customer Response metric measures the average number of customer responses per digital contact.

Learn more

Calculation: [Customer Resp. Count] / [Handled (DFO)]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Avg FollOn Resp Time

The Average Follow-On Response metric measures the average time it takes for an agent to respond to a customer's message with a follow-up reply for a digital contact, such as an email or chat. This helps assess agents' efficiency and effectiveness in maintaining ongoing communication with customers.

Learn more

Calculation: [FO Response Time] / [FO Response Count]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Avg Resolution Time

The Average Resolution Time metric, measures the average time it takes to resolve a digital contact, such as an email or chat.

Learn more

Calculation: [Resolution Time] / [Contacts Closed]
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Contacts Closed

The Contacts Closed metric, measures the total count of digital contacts, such as emails or chats, that have been successfully resolved and closed.

Learn more

Calculation: The count of records in the Contact Activity Fact feed where the CONTACT_STATE_NAME field is CLOSED-ENDCONTACT.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skills, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric Type: Historical
Metric direction: Up, a higher metric value is best.

Contacts Opened

The Contacts Opened metric measures the total count of digital contacts that have been initiated or opened, like emails or chats.

Learn more

Calculation: The count of records in the Cases feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Contact FRT

The Contact First Response Time tracks the duration of time it takes for the first agent assigned to a case to send the initial response message to customers.

Learn more

Calculation: The sum of values from the First Response Time field in the Cases feed.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric Type: Historical
Metric direction: Down, a lower metric value is best.

Contact FRT Count

The Contact First Response Time Count counts the number of digital contacts that have had an agent response.

Learn more

Calculation: The count of records in the Cases feed where the First Response Time field is greater than 0.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric Type: Historical
Metric direction: Up, a higher metric value is best.

Customer Resp Count

The Customer Response Count metric calculates the total number of responses made by customers within digital contacts, such as emails or chats.

Learn more

Calculation: The sum of values from the CUSTOMER_RESPONSE_COUNT field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric Type: Historical
Metric direction: Up, a higher metric value is best.

Digital Abandon

The Digital Abandon metric calculates the number of contacts who initiate a digital interaction, such as a chat session, email, or social media engagement, but leave before their issue is resolved or the interaction is completed.

Learn more

Calculation: The count of records in the Cases feed where the Abandoned field is true.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Follow-on Resp Count

The Follow-up Response Count metric, measures the number of times an agent sent a follow-up response to a customer's message within a digital contact, like an email or chat.

Learn more

Calculation: The sum of values from the AGENT_RESPONSE_COUNT field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Follow-on Resp Time

The Follow-up Response Time metric measures the time an agent takes to send a follow-up reply to a customer's message in a digital contact, like an email or chat.

Learn more

Calculation: The sum of values from the AGENT_FOLLOWON_RESPONSE_TOTAL_SECONDS field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Focus Count

The Focus Count metric measures the total number of times an agent focused on a digital contact.

Learn more

Calculation: The sum of values from the FOCUS_COUNT field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Up, a higher metric value is best.

Focus Time

The Focus Time metric measures the amount of time an agent spent focusing on a digital contact.

Learn more

Calculation: The sum of values from the ACTIVE_SECONDS field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Handle Time (Digital)

The Handle Time metric measures the time an agent takes to manage or handle a digital contact.

Learn more

Calculation: The sum of values from the HANDLE_SECONDS field in the Agent Contact Fact feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Handled (Digital)

The Handled metric measures how many digital messages an agent deals with in a day, like emails or chats. It counts all these messages, no matter when they came into the queue. So, if a message arrived yesterday but shows up in today's count, it still gets included in the total.

Learn more

Calculation: The count of records in the Agent Contact Fact feed where the ACTIVE_SECONDS field is greater than 0.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

New Contacts

The New Contact metric tracks the number of digital contacts that are currently in the NEW status.

Learn more

Calculation: The count of records in the Contact List feed where the DIGITALCONTACTSTATE field is NEW.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near Real-time
Metric direction: Down, a lower metric value is best.

Open Contacts

The Open Contacts metric tracks the number of digital contacts that are currently in the OPEN status.

Learn more

Calculation: The count of records in the Contact List feed where the DIGITALCONTACTSTATE field is OPEN.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near Real-time
Metric direction: Down, a lower metric value is best.

Pending Contacts

The Pending Contacts metric tracks the number of digital contacts that are currently in the PENDING status.

Learn more

Calculation: The count of records in the Contact List feed where the DIGITALCONTACTSTATE field is PENDING.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near Real-time
Metric direction: Down, a lower metric value is best.

Resolved Contacts

The Resolved Contacts metric tracks the number of digital contacts that are currently in the RESOLVED status.

Learn more

Calculation: The count of records in the Contact List feed where the DIGITALCONTACTSTATE field is RESOLVED.
Filters:
- Employee group: Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Near Real-time
Metric direction: Down, a lower metric value is best.

Resolution Time

The Resolution Time metric measures the duration of time it took for a digital contact to be resolved.

Learn more

Calculation: The sum of values from the Resolution time field in the cases feed.
Filters:
- Employee group: Agent, Team, Company
- Contact group: Skill, Campaign, Company
- Attributes: Channel, Disposition, Tag Name, Direction, Contact Type
Supported channel: Digital
Metric type: Historical
Metric direction: Down, a lower metric value is best.

Tags Count

The Tags Count metric calculates the number of times a tag has been attached to messages on digital contacts.