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.

Data as of 09 Aug 2022

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 Contact Time - Agent by Interval and Service Queue The actual average in contact time for the routed inbound handled contacts for the agent for the interval, in seconds. For voice, contact time includes both talk and hold. APSI_AverageContactSeconds   Hidden
Average Contact Time - Daily The average contact time for the agent for the day, in seconds. APD Average Contact Seconds   Hidden
Average Contacts Per Hour - Daily The average number of contacts handled per hour by the agent for the day. APD Average Contacts Per Hour   Hidden
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 Handle Time - Daily The average contact processing time for the agent for the day, in seconds. APD Average Handle Seconds   Hidden
Average Hold Time The average duration in seconds of contacts being on hold. Average Hold Time   QM
Average Hold Time - Agent by Interval and Service Queue Actual average hold time in seconds for contacts handled this interval for the agent. AverageHoldSeconds   Hidden
Average Hold Time - Daily The average on hold time for the agent for the day, in seconds. APD Average Hold Seconds   Hidden
Average Prorated Not Ready Time - Agent by Interval and Service Queue The actual average Not Ready duration for the agent, in seconds. APSI Average Prorated Not Ready Seconds   Hidden
Average Prorated Not Ready Time - Daily The average Not Ready duration for the agent for the day, in seconds. APD Average Prorated Not Ready Seconds   Hidden
Average Prorated Ready Time - Agent by Interval and Service Queue The actual average Ready time for the agent, in seconds. APSI Average Prorated Ready Seconds   Hidden
Average Prorated Ready Time - Daily The average Ready duration for the agent for the day, in seconds. APD Average Prorated Ready Seconds   Hidden
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
Average Work Time - Agent by Interval and Service Queue Actual average amount of work time in seconds for contacts handled in this interval for the agent. APSI_AverageWorkSeconds   Hidden
Average Work Time - Daily The average Work time for the agent for the day, in seconds. APD Average Work Seconds   Hidden
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 a NPS result between 0-6 inclusive. Detractors CCRId Analytics, QM
NPS Passives The total number of survey responses with a NPS result of 7-8 inclusive. Passives CCRId Analytics, QM
NPS Promoters The total number of survey responses with a 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