This page displays a dynamic table of all metrics available in the dashboard across Omnichannel, Voice, Digital, Coaching, and Guide domains. It functions like a searchable table of contents, allowing you to quickly locate specific metrics or filter by different attributes such as metric type, data freshness, and metric domain. Each metric name is clickable, leading to a detailed page with information on metric description, calculation method, applicable filters, metric direction, and use cases. This interactive list enables efficient navigation and access to comprehensive metric information, supporting informed data analysis.
|
Metric Name |
Domain |
Data Freshness |
Metric Type |
|---|---|---|---|
| # All Evaluations |
QM |
Historical |
Standard |
| # Appealed Expired |
QM |
Historical |
Standard |
| # Completed Deleted |
QM |
Historical |
Standard |
| # Critical Errors |
QM |
Historical |
Standard |
| # Deleted Evaluation |
QM |
Historical |
Standard |
| # Evals Appealed |
QM |
Historical |
Standard |
| # Evals Completed |
QM |
Historical |
Standard |
| # Evals Not Acknowl. |
QM |
Historical |
Standard |
| # Expired Evaluation |
QM |
Historical |
Standard |
| # Pending Evaluation |
QM |
Historical |
Standard |
| # Replaced Evaluation |
QM |
Historical |
Standard |
| % Abandoned |
Suite |
Historical |
Calculated |
| % Active Time |
Suite |
Historical |
Calculated |
| % ACW Time |
Suite |
Historical |
Calculated |
| % Available Time |
Suite |
Historical |
Calculated |
| % Critical Errors |
QM |
Historical |
Calculated |
| % Evals Appealed |
QM |
Historical |
Calculated |
| % Evals Completed |
QM |
Historical |
Calculated |
| % Focus Time |
Digital |
Historical |
Calculated |
| % Handle Time |
Suite |
Historical |
Calculated |
| % Handled |
Suite |
Historical |
Calculated |
| % Held |
Voice (ACD) |
Historical |
Calculated |
| % Hold Time |
Voice (ACD) |
Historical |
Calculated |
| % InQueue Time |
Suite |
Historical |
Calculated |
| % Long Abandons |
Suite |
Historical |
Calculated |
| % PreQueue Abandons |
Suite |
Historical |
Calculated |
| % PreQueue Time |
Suite |
Historical |
Calculated |
| % Queued |
Suite |
Historical |
Calculated |
| % Refused Time |
Suite |
Historical |
Calculated |
| % Service Level |
Suite |
Historical |
Calculated |
| % Short Abandons |
Suite |
Historical |
Calculated |
| % Talk Time |
Voice (ACD) |
Historical |
Calculated |
| % Unavailable Time |
Suite |
Historical |
Calculated |
| Abandon Time |
Suite |
Historical |
Standard |
| Abandons |
Suite |
Historical |
Standard |
| Active Time |
Suite |
Historical |
Standard |
| ACW Time |
Suite |
Historical |
Standard |
| Agent FRT |
Digital |
Historical |
Standard |
| Agent Messages |
Digital |
Historical |
Standard |
| Agent Offered |
Suite |
Historical |
Standard |
| Agent Responses |
Digital |
Historical |
Standard |
| Agent Session Time |
Suite |
Historical |
Standard |
| Agents Available |
Real-time |
Near real-time |
Snapshot |
| Agents Logged In |
Real-time |
Near real-time |
Snapshot |
| Agents Unavailable |
Real-time |
Near real-time |
Snapshot |
| Agts with Voice ACW |
Real-time |
Near real-time |
Snapshot |
| Agents Working |
Real-time |
Near real-time |
Snapshot |
| Agt Contact Duration |
Suite |
Historical |
Standard |
| Agt Contacts w/ FRT |
Digital |
Historical |
Standard |
| Agt First Resp Rate |
Digital |
Historical |
Calculated |
| Agts w Active Skills |
Suite |
Historical |
Snapshot |
| Assigned Sessions |
Coaching |
Historical |
Standard |
| Available Time |
Suite |
Historical |
Standard |
| Avg Abandon Time |
Suite |
Historical |
Calculated |
| Avg Active Time |
Suite |
Historical |
Calculated |
| Avg ACW Time |
Suite |
Historical |
Calculated |
| Avg Agent FRT |
Digital |
Historical |
Calculated |
| Avg Agent Responses |
Digital |
Historical |
Calculated |
| Avg Agt Prof Score |
Suite |
Historical |
Snapshot |
| Avg CNV Value |
Guide |
Historical |
Calculated |
| Avg Customer Resp |
Digital |
Historical |
Calculated |
| Avg FollOn Resp Time |
Digital |
Historical |
Calculated |
| Avg Handle Time |
Suite |
Historical |
Calculated |
| Avg Hold Count |
Voice (ACD) |
Historical |
Calculated |
| Avg Hold Time |
Voice (ACD) |
Historical |
Calculated |
| Avg InQueue Time |
Suite |
Historical |
Calculated |
| Avg Quality Score |
QM |
Historical |
Calculated |
| Avg Resolution Time |
Digital |
Historical |
Calculated |
| Avg Skill Prof Score |
Suite |
Historical |
Snapshot |
| Avg Speed of Answer |
Suite |
Historical |
Calculated |
| Avg Talk Time |
Voice (ACD) |
Historical |
Calculated |
| Avg. Eval. Score |
QM |
Historical |
Calculated |
| Callbacks |
Voice (ACD) |
Historical |
Standard |
| Callbacks - Failed |
Voice (ACD) |
Historical |
Standard |
| Callbacks - Success |
Voice (ACD) |
Historical |
Standard |
| Callbacks InQueue |
Real-time |
Near real-time |
Snapshot |
| Clickthroughs |
Guide |
|
Standard |
| Clickthrough Rate |
Guide |
|
Standard |
| Conference Time |
Suite |
Historical |
Standard |
| Conferences |
Suite |
Historical |
Standard |
| Consult Time |
Voice (ACD) |
Historical |
Standard |
| Contact Duration |
Suite |
Historical |
Standard |
| Contacts Closed |
Digital |
Historical |
Standard |
| Contacts Created |
Suite |
Historical |
Standard |
| Conversion Value |
Guide |
Historical |
Standard |
| Conversions |
Guide |
Historical |
Standard |
| Customer Responses |
Digital |
Historical |
Standard |
| Displayed Offers |
Guide |
|
Standard |
| Engaged CNV Rate |
Guide |
|
Standard |
| Engaged Conversions |
Guide |
|
Standard |
| Engagements |
Guide |
|
Standard |
| Failed Offers |
Guide |
|
Standard |
| Focus Count |
Digital |
Historical |
Standard |
| Focus Time |
Digital |
Historical |
Standard |
| Follow-on Resp Count |
Digital |
Historical |
Standard |
| Follow-on Resp Time |
Digital |
Historical |
Standard |
| Handle Time |
Suite |
Historical |
Standard |
| Handled |
Suite |
Historical |
Standard |
| Handled CPH |
Suite |
Historical |
Calculated |
| Held Contacts |
Voice (ACD) |
Historical |
Standard |
| Held Party Abandons |
Voice (ACD) |
Historical |
Standard |
| Hold Count |
Voice (ACD) |
Historical |
Standard |
| Hold Time |
Voice (ACD) |
Historical |
Standard |
| In Queue |
Real-time |
Near real-time |
Snapshot |
| In SLA |
Suite |
Historical |
Standard |
| Inbound |
Suite |
Historical |
Standard |
| Inbound Contacts |
Suite |
Historical |
Standard |
| Inbound Handled |
Suite |
Historical |
Standard |
| InQueue Time |
Suite |
Historical |
Standard |
| Interactions |
Suite |
Historical |
Standard |
| Login Count |
Suite |
Historical |
Standard |
| Long Abandons |
Suite |
Historical |
Standard |
| Longest Callback IQ |
Real-time |
Near real-time |
Snapshot |
| Longest Delay |
Suite |
Historical |
Standard |
| Longest InQueue |
Real-time |
Near real-time |
Snapshot |
| Longest IQ NoCB |
Real-time |
Near real-time |
Snapshot |
| Longest Unavailable |
Real-time |
Near real-time |
Snapshot |
| Longest Wait |
Real-time |
Near real-time |
Snapshot |
| Longest Working |
Real-time |
Near real-time |
Snapshot |
| Max Abandon Time |
Suite |
Historical |
Standard |
| Max ACW Time |
Suite |
Historical |
Standard |
| Max Answer Time |
Suite |
Historical |
Standard |
| Max Hold Time |
Voice (ACD) |
Historical |
Standard |
| Max Possible Pnts |
QM |
Historical |
Standard |
| New Contacts |
Real-time |
Near real-time |
Standard |
| Occupancy |
Suite |
Historical |
Standard |
| On Hold |
Real-time |
Near real-time |
Snapshot |
| Open Contacts |
Real-time |
Near real-time |
Standard |
| Out SLA |
Suite |
Historical |
Standard |
| Outbound Contacts |
Suite |
Historical |
Standard |
| Outbound Handled |
Suite |
Historical |
Standard |
| Owned Sessions |
Coaching |
Historical |
Standard |
| Pending Contacts |
Real-time |
Near real-time |
Standard |
| PreQueue Abandons |
Suite |
Historical |
Standard |
| PreQueue Contacts |
Suite |
Historical |
Standard |
| PreQueue Time |
Suite |
Historical |
Standard |
| Queued |
Suite |
Historical |
Standard |
| Raw Quality Score |
QM |
Historical |
Calculated |
| Raw Score |
QM |
Historical |
Standard |
| Refusals |
Suite |
Historical |
Standard |
| Refused Time |
Voice (ACD) |
Historical |
Standard |
| Resolved Contacts |
Real-time |
Near real-time |
Standard |
| Resolution Time |
Digital |
Historical |
Standard |
| Resolved Contacts |
Real-time |
Near real-time |
Standard |
| Score Earned |
QM |
Historical |
Standard |
| Short Abandons |
Suite |
Historical |
Standard |
| Skills w Active Agts |
Suite |
Snapshot |
Snapshot |
| Speed of Answer |
Suite |
Historical |
Standard |
| Tags Count |
Digital |
Historical |
Standard |
| Talk Time |
Suite |
Historical |
Standard |
| Total Evals Complete |
QM |
Historical |
Standard |
| Total Responses |
Digital |
Historical |
Calculated |
| Unavailable Time |
Suite |
Historical |
Standard |
| Working Time |
Suite |
Historical |
Standard |