Measures
Measures are the metrics you want to understand in a report. They are numerical fields that will have calculations performed on them, such as adding them up or averaging them.
|
Display name |
Description |
Caption |
Keys |
Tags |
|---|---|---|---|---|
| # Contacts put on Hold | A count of the number of contacts where hold events occur | # Paused Calls copy | QM | |
| # Contacts Taken | A count of the number of contacts that were answered | # Calls Taken | KPI, QM | |
| # Inbound Contacts | A count of the number of contacts that were inbound | # Inbound Calls | QM | |
| # Outbound Contacts | A count of the number of contacts that were outbound | # Outbound Calls | QM | |
| # Paused Contacts | A count of the number of contacts where pause events occur | # Paused Calls | QM | |
| Adherence % - Daily | Percentage of time Agent was in adherence to schedule | Adherence PCT | KPI | |
| Agents | a distinct count of unique agents | Count of AgentId | Analytics, QM | |
| Application Capture Duration | Amount of time in seconds that the application was running during a capture session | applicationDurationSeconds | Analytics | |
| Application In Focus Duration | This is the duration of time in seconds that the application was in focus during the capture session | applicationInFocusDurationSeconds | Analytics | |
| Average Contact Duration | The sum of contact durations divided by the number of contacts | Average Call Duration | QM | |
| Average Contact Time | The sum of contact seconds divided by the number of contacts | Average Contact Time | KPI, QM | |
| Average Handle Time - Agent by Interval and Service Queue | Average handle (contact, hold, and work) time for contacts handled this interval for the agent/queue. | Average Handle Time | KPI | |
| Average Hold Time | The average duration in seconds of contacts being on hold. | Average Hold Time | QM | |
| Average Speed of Answer - Service Queue by Interval | Average speed of calls answered in seconds by Service Queue by Interval. | Average Speed of Answer | KPI | |
| AVG Predictive NPS | Calculated average predictive net promoter score. | AVG Predictive NPS | Analytics | |
| AVG Predictive Quality Score | Calculated average predictive quality score. | AVG Predictive Quality Score | Analytics | |
| Conformance % - Daily | The conformance percentage that indicates how closely the agent conformed to the scheduled amount of time for the day. | APD Conformance2 | KPI | |
| Contact Duration (Milliseconds) | The duration of the call from time answered to time dropped, in milliseconds | duration | CCRId | QM |
| Contact Duration (Seconds) | The duration of the call from time answered to time dropped, in seconds. | callDurationSeconds | QM | |
| Contact Duration (Time) | Call durations in seconds, expressed as duration in hh:mm:ss | callDurationHours | QM | |
| Contacts | A distinct count of unique contacts. | CountOfCallId | Analytics, QM | |
| Contacts - Negative Sentiment | Count of Contact IDs with negative sentiment score | Contacts - Negative Sentiment | Analytics | |
| Contacts - Negative Sentiment % | Percentage of Contact IDs with a negative sentiment score among those Contacts with a sentiment score | Contacts - Negative Sentiment PCT | Analytics, KPI | |
| Contacts - Neutral Sentiment | Count of Contact IDs with neutral sentiment score | Contacts - Neutral Sentiment | Analytics | |
| Contacts - Positive Sentiment | Count of Contact IDs with a positive sentiment score | Contacts - Positive Sentiment | Analytics | |
| Contacts - Positive Sentiment % | Percentage of Contact IDs with a positive sentiment score among those Contacts with a sentiment score | Contacts - Positive Sentiment PCT | Analytics, KPI | |
| Contacts - with Sentiment | Count of Contact IDs with a sentiment score | Contacts - with Sentiment | Analytics | |
| Contacts Abandoned - Service Queue by Interval | The number of contacts abandoned for the service queue | AbandonedContacts | KPI, | |
| Evaluation Comments | This is a distinct count of the number of Evaluation Comments. | dCount of Eval Comment ID | Evaluation Comment ID | QM |
| Evaluation Comments - Raw Text | This is the raw text for Evaluation Comments. | Evaluation Comments - Raw Text | QM | |
| Evaluation Forms | Total number of Forms | CountOfFormID | QM | |
| Evaluation Score | The total score for an evaluation displayed as an integer. The points for each question are added together to get the final score, assuming no Key Performance Indicator (KPI) options are selected. | additiveScore2 | EvalId | QM |
| Evaluation Score - Average | The average of the score per evaluation as a key performance indicator | Average Evaluation Score | KPI, QM | |
| Evaluation Score (Decimal) | The total score for an evaluation displayed as a decimal number. The points for each question are added together to get the final score, assuming no Key Performance Indicator (KPI) options are selected. | Total Evaluation Score | EvalId | QM |
| Evaluations | Total number of Evaluations | CountOfEvalID | QM | |
| Groups | A distinct count of Groups | CountOfGroupId | Analytics, QM | |
| Normalized Contact Score | normalized contact score | Normalized Contact Score | EvalId | QM |
| NPS | The computed Net Promoter Score where results can range from -100 to 100 | NPS | Analytics, KPI, QM | |
| NPS Detractors | The total number of survey responses with an NPS result between 0-6 inclusive. | Detractors | CCRId | Analytics, QM |
| NPS Passives | The total number of survey responses with an NPS result of 7-8 inclusive. | Passives | CCRId | Analytics, QM |
| NPS Promoters | The total number of survey responses with an NPS result of 9-10 inclusive. | Promoters | CCRId | Analytics, QM |
| NPS Response | A response score from 0 - 10 used in calculating the Net Promoter Score. | NPS Response | CCRId | Analytics, QM |
| Paused Duration | Length of time, in seconds, that calls were in a paused state | Paused Duration | QM | |
| Paused Duration of a Contact | Aggregate (over time and persons) of paused duration, divided by call duration - a percentage of time calls were in a paused state. | Paused Duration of a Call | QM | |
| People | A distinct count of PersonID. The unique number of people (persons). | CountOfPersonID | Analytics, QM | |
| Phrase Confidence | Confidence rating from 0-100 indicating match | Phrase Confidence | Analytics | |
| Phrase End Seconds | End time of the phrase in seconds, referenced to the start of the call | Phrase End Seconds | Analytics | |
| Phrase End Time | End time of the phrase as duration from the start of the call | Phrase End Seconds | Analytics | |
| Phrase Start Seconds | Starting time of the phrase in seconds, referenced to the start of the call | Phrase Start Seconds | Analytics | |
| Phrase Start Time | Starting time of the phrase as duration from the start of the call | Phrase Start Seconds | Analytics | |
| Phrases | Count of all phrase hits | Count Phrases | Analytics | |
| Points Form Question Possible Score | Maximum possible points for points form. Used to calculate percentage. | PointsFormQuestionPossibleScore | EvalId | QM |
| Points Form Question Possible Score Applicable | Maximum possible points for points form. Used to calculate percentage. This takes into account NA responses and their impact on score. | PointsFormQuestionPossibleScoreApplicable | EvalId | QM |
| Predictive Net Promoter Score | Raw predictive score for a Contact record. This is in the range of 0-11. | Predictive Net Promoter Score | Analytics | |
| Predictive NPS | Computed predictive NPS scores - range from -100 to 100 | Predictive NPS | Analytics | |
| Predictive NPS Detractors | Total predicted survey responses scored 0-6 inclusive | Predictive Detractors | Analytics | |
| Predictive NPS Passives | Total predicted survey responses scored 7-8 inclusive | Predictive Passives | Analytics | |
| Predictive NPS Promoters | Total predicted survey responses scored 9-10 inclusive | Predictive Promoters | Analytics | |
| Predictive NPS Response | Raw predictive NPS score responses | Predictive NPS Response | Analytics | |
| Predictive Quality Score | Predicted evaluation score | Predictive Quality Score | Analytics | |
| Question Possible Score | Potential score for a single question in a section on a form. | QuestionPossibleScore | EvalId | QM |
| Question Score | Score for a single question in a section on a form. | QuestionScore2 | EvalId | QM |
| Recording Event Duration (Milliseconds) | The amount of time in milliseconds of a recording event such as talk over, silences, holds, or desktop analytics events. | RecordingEvent.duration | QM | |
| Scoring Type | ScoringType | EvalId | QM | |
| Teams | A distinct count of teams | CountOfTeamId | Analytics, QM | |
| time | time | |||
| Time to Answer | Milliseconds from the startTime until the agent answered the incoming call. | timeToAnswer | Analytics, QM | |
| Total Evaluation Score | Total Evaluation Score | EvalId | QM | |
| Unique Phrases | Count of unique phrase hits | dCount Phrases | Analytics | |
| UsedPhrase | Special reporting construction to allow for selection of phrase hits for a given call. Special use only. | UsedPhrase | Analytics | |
| Utilization % - Daily | The average percentage of processing time per day for the agent. | APD Utilization | KPI |