Metrics

Metrics enables you to manage your company's contact center metrics efficiently. It allows you to explore the metric list, modify existing metrics, or develop new ones. It helps you to organize data better and assess performance.

View Metrics

The data table displays a categorized collection of your metrics. You can preview locked metrics, as well as view, edit, or delete unlocked ones. Click on a column header to sort the table's content. You can also use keyword searches to refine the list to particular items.

Create a New Metric

You can create a new metric from the Metrics page.

The Metric List can assist you as you edit or create metrics.

To Create a Metric:

1. Go to Left-nav > Insights > Metrics, then click New Metric.
   By default, new metrics are visible in the Metric Selector. Switch the Visible in Selector toggle to off if you don't want the metric to be visible in the Metric Selector.
2. Give your metric a Name and provide a Description for it.
3. From the Employee Group and Contact Group dropdown, choose the lowest level of the group hierarchy that the metric applies to. Some metrics do not apply to every level of the group hierarchy. By setting specific levels, the metric will not be displayed in the selector if it doesn't match the level chosen for a certain widget or feature.
4. Choose an existing Category or type directly into the dropdown menu to create a new category.
5. Select the direction of your objective:

   • If your objective is to increase metric values from low to high, choose Up.

   • If your objective is to decrease metric values from high to low, choose Down.

6. Select an Aggregation type. Choose Sum for adding all values together or Max to display the highest value.
7. Select the data Format: Currency, Number, Percent, or Time
8. Select a Metric Type. You can choose between Calculated, Snapshot, or Standard metrics.
   • Calculated Metrics use a mathematical formula made of existing metrics and other values to determine the overall metric value.
   • Snapshot Metrics use specific data from company-specific reporting sets to display real-time running totals.
   • Standard Metrics use specific data from company-specific reporting sets to display historical data.

   Calculated Metric:

   1. Select the Metric, then the Numbers, Operators, Functions, Variables, or Templates needed to create a mathematical formula.
   2. Click Validate to confirm the metric expression.
   3. If the formula is mathematically incorrect you will get an error. Check the formula, correct the error(s), and re-validate.

   Snapshot Metric:

   1. Select a Reporting Set.
   2. Select the Metric Value from Data Field or Count.
   3. Select the Data Value.
   4. Click Add filters to make your metrics more precise.
      To add a filter on the Filter Fields page, click Add Filter Field, select a Data Field, choose an Operator (such as greater than, less than, or equal to), then assign a Value. Click Add to include your filter. You can add more filter fields if needed.

   Standard Metric:

   1. Select a Reporting Set.
   2. Select the Metric Value from Data Field, Time, or Count.
   3. Select the Metric Date.
      This date serves as a reference and represents a specific point in time associated with a particular metric. QM reporting sets contain several date parameters, giving you the flexibility to choose from options such as an evaluation date or other relevant time frames. The Metric Date selection enhances this capability by giving you a default date option for dashboard widgets. This feature lets you to establish a consistent reference point across widgets when necessary, while still allowing you to use different dates for specific reporting needs.
      The application of the metric date varies depending on the type of metric:

      • When selecting a Data Field metric, the metric date is the specific day for which data or field values are being looked for.

      • When selecting a Time metric, the metric date serves as the starting point. It is used together with an end date to calculate the time difference, which helps determine the duration.

      • When selecting a Count metric, the metric date is the specific date for which the system tallies entries that fulfill certain filter conditions.

   4. Select the Data Value.
   5. Click Add filters to make your metrics more precise.
      To add a filter on the Filter Fields page, click Add Filter Field, select a Data Field, choose an Operator (such as greater than, less than, or equal to), then assign a Value. Click Add to include your filter. You can add more filter fields if needed.

9. Click Assign to assign the metric to specific groups. By default, it is set to Company level. To change, click Filter, select groups from the Call Group dropdown, and click Assign.
10. Click Create.

Duplicate Metrics

Create a copy of an existing metric by clicking Options then Duplicate. The existing metric opens with the name Metric Name _ Copy and all the details of the original metric, including basic attributes, metric configuration, and assignment are automatically filled in. You can update the metric name and details as needed.

You can duplicate locked metrics but you cannot duplicate a metric with the same name.

Editing and Deleting a Metric

You can edit or delete a metric on the Metrics page.

To edit an existing metric, click Options then select Edit next to the metric you want to edit. You can update the metric in the same way as you would create a new one, but be aware, editing metrics may affect your existing workflows. When you're finished, click Save and Update to save your changes.

To delete an existing metric, click Options then select Delete . You will receive a warning that deleting a metric may affect the associated dashboards. To proceed with deleting, click Delete. Otherwise, click Cancel.

Metric Recalculation

You can recalculate metrics when their definitions change or when new data is uploaded. Standard and Snapshot metrics store their value and can be recalculated when their definitions are updated. Calculated metrics generate values as needed and don't store their values.

Even if a metric is locked, it's still possible to recalculate its value when new data is added.

To recalculate metrics:

1. Go to Left-nav > Insights > Metrics

2. From the Metrics landing page, choose a metric, click Options , then Recalculation.

3. Select a Date Range. Recalculations always occur for a full month, from the first day of the month to the last, regardless of the date range you select.

4. Select metrics and reporting sets for recalculation.

   You can see a list view or a detailed view of the metrics and reporting sets.

5. Click Recalculate to recalculate the selected metrics.

While in edit view you will see a message when recalculation is in progress. When complete, the status is changed to Completed.