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.

The metric list has two kinds of metrics:

• Standard Metrics uses specific data from company-specific reporting sets.

• Calculated Metrics uses a mathematical formula made of existing metrics and other values to determine the overall metric value

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. Click the app selector and select Metrics
2. Click New Metric. By default, new metrics are visible in the Metric Selector. Switch off the toggle on Visible in Selector if you don't want the metric to be visible in the Metric Selector,
3. Give your metric a Name and provide a Description for it.
4. 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 module or feature.
5. Choose an existing Category or type directly into the dropdown menu to create a new category.
6. 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.

7. Select an aggregation Type, Sum for adding all values together or Max to display the highest value.
8. Select the data Format: Currency, Number, Percent, or Time
9. Select a Metric Type. You can choose between Standard Metric and Calculated Metric
   

   For 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 represents a specific point in time associated with a particular metric and serves as a reference. QM reporting sets contain multiple date parameters, providing you with the flexibility to choose from various dates, 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 allows you to establish a consistent reference point across widgets when required, while still maintaining the ability to use different dates for specific reporting needs.
   4.   Its application varies depending on the type of metric:

      • In 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, that helps in determining the duration.

      • In Count metrics, the metric date is the specific date for which the system tallies entries that fulfill certain filter conditions.

   5. Select the Data Value.
   6. 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 equals), and then assign a Value. Click Add to include your filter. You can add more filter fields if you require.

   For Calculated Metric:

   1. Select the Metric, and then the Numbers, Operators, Functions, Variables, or Templates you need to use to make a math formula.
   2. Click Validate to confirm the metric expression.
   3. If the formula is not mathematically correct you will get and error and will need to rectify it and validate it again.
      
10. Click Assign to assign the metric to specific groups. By default, it is set to Company level. To change, click Filter, select from the Call Group dropdown, select the groups, and click Assign.
11. Click Create.

Duplicate Metrics

You can create a copy of an existing metric by clicking on Options and then click 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, automatically filled in. You can update the metric name and details as required.

You can duplicate locked metrics but you cannot duplicate the 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 on Options and 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. Editing metrics may affect your existing workflows. After you’re done, click Save and Update to save your changes.

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

Metric Recalculation

You can recalculate metrics when there are changes in their definitions or when new data is uploaded. Standard metrics store their value and can be recalculated when their definitions are updated. This is in contrast to calculated metrics, which generate values as and when needed and don't store their values.

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

To recalculate metrics:

1. Click the app selector and select Metrics. Click Options and then click Recalculation.

2. 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..

3. Select metrics and reporting sets for recalculation.

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

4. Click Recalculate to recalculate the selected metrics.

You get a message of recalculation is in progress in the metric edit view and after recalculation is completed, the status is changed to Completed.