Metric: No answer on ring (timeout)

Channel: Voice

Direction: Inbound

Description: Agent device rings, agent does not answer within specifiec timeout.

 

Metric: No answer on ring (rejected)

Channel: Voice

Direction: Inbound

Description: Agent device rings, agent rejects call.

 

Metric: No answer on ring (total)

Channel: Voice

Direction: Inbound

Description: No answer on ring (timeout) +  No answer on ring (rejected)

 

Metric: Agent offered (Answered + Timeout + Rejected)

Channel: Voice

Direction: Inbound

Description: Sum of offered calls to agent. Includes Answered, Rejected, Timeout

 

Metric: Agent answer rate (Answered of Agent offered)

Channel: Voice

Direction: Inbound

Description: Answered calls divided by Agent offered (Answered + Timeout + Rejected) in %

 

Metric: Unmanaged calls

Channel: Voice

Direction: Inbound

Description: Customer exits queue for the following reasons, Joinempty, Leavewhenempty and exitwithkey.

 

Metric: Timeout

Channel: Voice

Direction: Inbound

Description: Customer exits queue for the following reason, timeout.

 

Metric: ACW

Channel: Voice

Direction: Inbound

Description: Total ACW on answered inbound calls

 

Metric: ACW avg.

Channel: Voice

Direction: Inbound

Description: Average ACW on answered inbound calls

 

Metric: Handling time (answered)

Channel: Voice

Direction: Outbound

Description: Total handling time for answered outbound calls. (Wait time + talk time)

 

Metric: Handling time avg. (answered)

Channel: Voice

Direction: Outbound

Description: Handling time (answered) divided by Answered Calls (outbound)

 

Metric: Handling time

Channel: Voice

Direction: Outbound

Description: Total handling time for all outbound calls. (Wait time + talk time)

 

Metric: Handling time avg.

Channel: Voice

Direction: Outbound

Description: Handling time divided by Offered calls (Outbound)(answered + abandoned + unmanaged + timeout)

 

Metric: Handling time

Channel: Voice

Direction: Inbound

Description: Total handling time for inbound calls. (Talk time + ACW)

 

Metric: Handling time avg.

Channel: Voice

Direction: Inbound

Description: Handling time divided by Answered (Inbound)

 

Metric: Dialer dropped

Channel: Voice

Direction: Outbound

Description: Contact picks up dialer call, hangs up before beeing connected to agent.

 

Metric: Dialer closed

Channel: Voice

Direction: Outbound

Description: Contact closed for following reasons. (Answered, closed by retrysetting thresh hold)

 

Metric: Outbound answered + dropped

Channel: Voice

Direction: Outbound

Description: Dialer outbound answered calls + dropped calls

 

Metric: Dialer fresh contacts (MAX)

Channel: Voice

Direction: No specific direction

Description: Maximum number of fresh contacs in the Campaign

 

Metric: Dialer fresh contacts (MIN)

Channel: Voice

Direction: No specific direction

Description: Minimum amount of fresh contacs in the Campaing

 

Metric: Dialer open contacts (MAX)

Channel: Voice

Direction: No specific direction

Description: Maximum amount of open contacts in the Campaign

 

Metric: Dialer open contacts (MIN)

Channel: Voice

Direction: No specific direction

Description: Minimum amount of open contacts in the Campaign

 

Metric: Dialer originated (MAX)

Channel: Voice

Direction: No specific direction

Description: Maximum number of calls made by the dialer for the selected campaigns.

 

Metric: Abandoned (with threshold)

Channel: Voice

Direction: Inbound

Description: Number of abandoned calls with hold time over the threshold.

 

Metric: Abandoned rate (with threshold) (of total abandoned)

Channel: Voice

Direction: Inbound

Description: Total abandoned calls with a wait time greater than selected number of seconds in metric settings, divided by total number of abandoned calls.

 

Metric: Abandoned rate (with threshold) (of offered)

Channel: Voice

Direction: Inbound

Description: Total abandoned calls with a wait time greater than selected number of seconds in metric settings, divided by total number of offered calls.

 

Metric: SLA (total)

Channel: Voice

Direction: Inbound

Description: Total amount of calls answered or abandoned within specified time

 

Metric: SLA (abandoned)

Channel: Voice

Direction: Inbound

Description: Total amount of calls abandoned within specified time

 

Metric: SLA (answered)

Channel: Voice

Direction: Inbound

Description: Total amount if calls answered within specified time

 

Metric: SLA rate (answered)

Channel: Voice

Direction: Inbound

Description: % of calls answered within specified time

 

Metric: SLA rate (abandoned)

Channel: Voice

Direction: Inbound

Description: % of calls abandoned within specified time

 

Metric: SLA rate (total)

Channel: Voice

Direction: Inbound

Description: % of calls answered or abandoned within specified time

 

Metric: Answered calls

Channel: Voice

Direction: No specific direction

Description: Number of answered inbound + outbound calls, ongoing calls included

 

Metric: Answered calls

Channel: Voice

Direction: Inbound

Description: Number of answered inbound calls, ongoing calls included

 

Metric: Answered calls

Channel: Voice

Direction: Outbound

Description: Number of answered outbound calls, ongoing calls included

 

Metric: Finished answered calls

Channel: Voice

Direction: No specific direction

Description: Number of finished answered inbound + outbound ended calls

 

Metric: Finished answered inbound calls

Channel: Voice

Direction: Inbound

Description: Number of answered inbound ended calls

 

Metric: Finished answered outbound calls

Channel: Voice

Direction: Outbound

Description: Number of answered outbound ended calls

 

Metric: Abandoned (none answered)

Channel: Voice

Direction: No specific direction

Description: Inbound and Outbound calls not answered

 

Metric: Abandoned (none answered)

Channel: Voice

Direction: Inbound

Description: Inbound calls not answered

 

Metric: Abandoned

Channel: Voice

Direction: Outbound

Description: Outbound calls not answered by recipient

 

Metric: Offered calls (answered + abandoned + unmanaged + timeout)

Channel: Voice

Direction: No specific direction

Description: Offered: Answered + Abandoned

 

Metric: Offered calls (answered + abandoned + unmanaged + timeout)

Channel: Voice

Direction: Inbound

Description: Offered: Answered + Abandoned

 

Metric: Offered calls (answered + abandoned + unmanaged + timeout)

Channel: Voice

Direction: Outbound

Description: Offered: Answered + Abandoned

 

Metric: Answer rate (of offered)

Channel: Voice

Direction: No specific direction

Description: % of answered calls

 

Metric: Answer rate (of offered)

Channel: Voice

Direction: Inbound

Description: % of answered inbound calls

 

Metric: Answer rate (of offered)

Channel: Voice

Direction: Outbound

Description: % of answered outbound calls

 

Metric: Abandoned rate (of offered)

Channel: Voice

Direction: No specific direction

Description: % of abandoned calls

 

Metric: Abandoned rate (of offered)

Channel: Voice

Direction: Inbound

Description: % of abandoned inbound calls

 

Metric: Abandoned rate (of offered)

Channel: Voice

Direction: Outbound

Description: % of abandoned outbound calls

 

Metric: Answer rate (of total answered)

Channel: Voice

Direction: No specific direction

Description: % of answered calls for all queues in widget

 

Metric: Answer rate (of total answered)

Channel: Voice

Direction: Inbound

Description: % of answered inbound calls for all queues in widget

 

Metric: Answer rate (of total answered)

Channel: Voice

Direction: Outbound

Description: % of answered outbound calls for all queues in widget

 

Metric: Abandoned/No answer (of total abandoned)

Channel: Voice

Direction: No specific direction

Description: % of abandoned calls for all queues in widget

 

Metric: Abandoned/No answer (of total abandoned)

Channel: Voice

Direction: Inbound

Description: % of abandoned inbound calls for all queues in widget

 

Metric: Abandoned/No answer (of total abandoned)

Channel: Voice

Direction: Outbound

Description: % of abandoned outbound calls for all queues in widget

 

Metric: Total offered rate (of total offered)

Channel: Voice

Direction: No specific direction

Description: % of offered calls for all queues in widget

 

Metric: Total offered rate (of total offered)

Channel: Voice

Direction: Inbound

Description: % of offered inbound calls for all queues in widget

 

Metric: Total offered rate (of total offered)

Channel: Voice

Direction: Outbound

Description: % of offered outbound calls for all queues in widget

 

Metric: Talking (Max)

Channel: Voice

Direction: No specific direction

Description: Maximum number of ongoing calls during selected/grouped interval

 

Metric: Talking (Max)

Channel: Voice

Direction: Inbound

Description: Maximum number of ongoing calls during selected/grouped interval

 

Metric: Talking (Max)

Channel: Voice

Direction: Outbound

Description: Maximum number of ongoing calls during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Voice

Direction: No specific direction

Description: Maximum number of waiting calls during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Voice

Direction: Inbound

Description: Maximum number of waiting calls during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Voice

Direction: Outbound

Description: Maximum number of waiting calls during selected/grouped interval

 

Metric: Talk time

Channel: Voice

Direction: No specific direction

Description: Total talk time

 

Metric: Talk time

Channel: Voice

Direction: Inbound

Description: Total inbound talk time

 

Metric: Talk time

Channel: Voice

Direction: Outbound

Description: Total outbound talk time

 

Metric: Talk time avg.

Channel: Voice

Direction: No specific direction

Description: Total talk time divided by total answered calls

 

Metric: Talk time avg.

Channel: Voice

Direction: Inbound

Description: Total inbound talk time divided by total answered calls

 

Metric: Talk time avg.

Channel: Voice

Direction: Outbound

Description: Total outbound talk time divided by total answered calls

 

Metric: Wait time

Channel: Voice

Direction: No specific direction

Description: Total wait time

 

Metric: Wait time

Channel: Voice

Direction: Inbound

Description: Total inbound wait time

 

Metric: Wait time

Channel: Voice

Direction: Outbound

Description: Total Outbound wait time

 

Metric: Wait time (answered)

Channel: Voice

Direction: No specific direction

Description: Total wait time for answered calls

 

Metric: Wait time (answered)

Channel: Voice

Direction: Inbound

Description: Total wait time for answered inbound calls

 

Metric: Wait time (answered)

Channel: Voice

Direction: Outbound

Description: Total wait time for answered outbound calls

 

Metric: Wait time (abandoned)

Channel: Voice

Direction: No specific direction

Description: Total wait time for abandoned calls

 

Metric: Wait time (abandoned)

Channel: Voice

Direction: Inbound

Description: Total wait time for abandoned inbound calls

 

Metric: Wait time (abandoned)

Channel: Voice

Direction: Outbound

Description: Total wait time for abandoned outbound calls

 

Metric: Wait time avg.

Channel: Voice

Direction: No specific direction

Description: Wait time divided by total inbound and outbound calls

 

Metric: Wait time avg.

Channel: Voice

Direction: Inbound

Description: Wait time (Inbound) divided by total inbound calls

 

Metric: Wait time avg.

Channel: Voice

Direction: Outbound

Description: Wait time (outbound) divided by total outbound calls

 

Metric: Wait time avg. (answered)

Channel: Voice

Direction: No specific direction

Description: Wait time (answered) divided by total answered calls

 

Metric: Wait time avg. (answered)

Channel: Voice

Direction: Inbound

Description: Wait time (answered) (inbound) divided by total answered inbound calls

 

Metric: Wait time avg. (answered)

Channel: Voice

Direction: Outbound

Description: Wait time (answered)(Outbound) divided by total answered calls

 

Metric: Wait time avg. (abandoned)

Channel: Voice

Direction: No specific direction

Description: Wait time (abandoned) divided by total abandoned calls

 

Metric: Wait time avg. (abandoned)

Channel: Voice

Direction: Inbound

Description: Wait time (abandoned) (inbound) divided by total abandoned inbound calls

 

Metric: Wait time avg. (abandoned)

Channel: Voice

Direction: Outbound

Description: Wait time (abandoned)(Outbound) divided by total abandoned calls

 

Metric: Longest wait time

Channel: Voice

Direction: No specific direction

Description: Longest time a call has been waiting

 

Metric: Longest wait time

Channel: Voice

Direction: Inbound

Description: Longest time an inbound call has been waiting

 

Metric: Longest wait time

Channel: Voice

Direction: Outbound

Description: Longest time an outbound call has been waiting

 

Metric: Shortest wait time

Channel: Voice

Direction: No specific direction

Description: Shortest time a call has been waiting

 

Metric: Shortest wait time

Channel: Voice

Direction: Inbound

Description: Shortest time an inbound call has been waiting

 

Metric: Shortest wait time

Channel: Voice

Direction: Outbound

Description: Shortest time an outbound call has been waiting

 

Metric: First login

Channel: No specific channel

Direction: No specific direction

Description: First time agent logged in to system in specified period

 

Metric: Last logout

Channel: No specific channel

Direction: No specific direction

Description: Last time agent logged out of the system in the specified period

 

Metric: Total pause time

Channel: No specific channel

Direction: No specific direction

Description: Total time the agent was paused during the selected period

 

Metric: Total login time

Channel: No specific channel

Direction: No specific direction

Description: Total time the agent was logged in during the selected period

 

Metric: Total idle time

Channel: No specific channel

Direction: No specific direction

Description: Total time the agent was idle during the selected period

 

Metric: Messages inbound

Channel: No specific channel

Direction: No specific direction

Description: Total Inbound messages on all interaction

 

Metric: Messages inbound

Channel: No specific channel

Direction: Inbound

Description: Total Inbound messages on all interactions started from customer

 

Metric: Messages inbound

Channel: No specific channel

Direction: Outbound

Description: Total Inbound messages on all interactions started from agent

 

Metric: Messages inbound avg.

Channel: No specific channel

Direction: No specific direction

Description: Average inbound messages on all interactions

 

Metric: Messages inbound avg.

Channel: No specific channel

Direction: Inbound

Description: Average inbound messages on interactions started from customer.

 

Metric: Messages inbound avg.

Channel: No specific channel

Direction: Outbound

Description: Average inbound messages on interactions started from agent.

 

Metric: Messages outbound

Channel: No specific channel

Direction: No specific direction

Description: Total outbound messages on all interaction

 

Metric: Messages outbound

Channel: No specific channel

Direction: Inbound

Description: Total outbound messages on all interactions started from customer

 

Metric: Messages outbound

Channel: No specific channel

Direction: Outbound

Description: Total outbound messages on all interactions started from agent

 

Metric: Messages outbound avg.

Channel: No specific channel

Direction: No specific direction

Description: Average outbound messages on all interactions

 

Metric: Messages outbound avg.

Channel: No specific channel

Direction: Inbound

Description: Average outbound messages on interactions started from customer.

 

Metric: Messages outbound avg.

Channel: No specific channel

Direction: Outbound

Description: Average outbound messages on interactions started from agent.

 

Metric: Messages total

Channel: No specific channel

Direction: No specific direction

Description: Total number of messages on all interaction

 

Metric: Messages total

Channel: No specific channel

Direction: Inbound

Description: Total number of messages on all interactions started from customer

 

Metric: Messages total

Channel: No specific channel

Direction: Outbound

Description: Total number of messages on all interactions started from customer

 

Metric: Messages total avg.

Channel: No specific channel

Direction: No specific direction

Description: Average number of messages on all interactions

 

Metric: Messages total avg.

Channel: No specific channel

Direction: Inbound

Description: Average number of messages on interactions started from customer.

 

Metric: Messages total avg.

Channel: No specific channel

Direction: Outbound

Description: Average number of messages on interactions started from agent.

 

Metric: Total answered

Channel: No specific channel

Direction: No specific direction

Description: Total number of answered interactions

 

Metric: Total inbound answered

Channel: No specific channel

Direction: Inbound

Description: Total number of answered interactions started from customer

 

Metric: Total outbound answered

Channel: No specific channel

Direction: Outbound

Description: Total number of answered interactions started from agent

 

Metric: Total ended/closed answered interactions

Channel: No specific channel

Direction: No specific direction

Description: Total number of closed interactions that was answered

 

Metric: Total ended/closed answered inbound interactions

Channel: No specific channel

Direction: Inbound

Description: Total number of closed interactions that was answered and started by customer

 

Metric: Total ended/closed answered outbound interactions

Channel: No specific channel

Direction: Outbound

Description: Total number of closed interactions that was answered and started by agent

 

Metric: Abandoned (none answered)

Channel: No specific channel

Direction: No specific direction

Description: Total number of abandoned interactions

 

Metric: Abandoned (none answered)

Channel: No specific channel

Direction: Inbound

Description: Total number of abandoned interactions that was started by customer

 

Metric: Abandoned (none answered)

Channel: No specific channel

Direction: Outbound

Description: Total number of abandoned interactions that was started by agent

 

Metric: Total offered

Channel: No specific channel

Direction: No specific direction

Description: Total number of offered interactions (Answered + Abandoned)

 

Metric: Total offered

Channel: No specific channel

Direction: Inbound

Description: Total number of offered inbound interactions (Answered + Abandoned) that was started by customer 

 

Metric: Total offered

Channel: No specific channel

Direction: Outbound

Description: Total number of offered inbound interactions (Answered + Abandoned) that was started by agent 

 

Metric: Answer rate (of offered)

Channel: No specific channel

Direction: No specific direction

Description: % of answered interactions

 

Metric: Answer rate (of offered)

Channel: No specific channel

Direction: Inbound

Description: % of answered interactions that where started from customer

 

Metric: Answer rate (of offered)

Channel: No specific channel

Direction: Outbound

Description: % of answered interactions that where started from agent

 

Metric: Abandoned rate (of offered)

Channel: No specific channel

Direction: No specific direction

Description: % of abandoned interactions

 

Metric: Abandoned rate (of offered)

Channel: No specific channel

Direction: Inbound

Description: % of abandoned interactions that where started from customer

 

Metric: Abandoned rate (of offered)

Channel: No specific channel

Direction: Outbound

Description: % of abandoned interactionst that where started from agent

 

Metric: Answer rate (of total answered)

Channel: No specific channel

Direction: No specific direction

Description: % of answered for all interactions in widget

 

Metric: Answer rate (of total answered)

Channel: No specific channel

Direction: Inbound

Description: % of messages of all answered interactions in widget started by customer

 

Metric: Answer rate (of total answered)

Channel: No specific channel

Direction: Outbound

Description: % of messages of all answered interactions in widget started by agents

 

Metric: Abandoned/No answer (of total abandoned)

Channel: No specific channel

Direction: No specific direction

Description: % of abandoned of all abandoned interactions in widget

 

Metric: Abandoned/No answer (of total abandoned)

Channel: No specific channel

Direction: Inbound

Description: % of answered of all abandoned interactions in widget started by customer

 

Metric: Abandoned/No answer (of total abandoned)

Channel: No specific channel

Direction: Outbound

Description: % of answered of all abandoned interactions in widget started by agents

 

Metric: Ended/Closed (of total closed)

Channel: No specific channel

Direction: No specific direction

Description: % of closed of all closed interactions in widget

 

Metric: Ended/Closed (of total closed)

Channel: No specific channel

Direction: Inbound

Description: % of closed of all closed interactions in widget started by customer

 

Metric: Ended/Closed (of total closed)

Channel: No specific channel

Direction: Outbound

Description: % of closed of all closed interactions in widget started by agents

 

Metric: Total offered rate (of total offered)

Channel: No specific channel

Direction: No specific direction

Description: % of offered of all offered interactions in widget

 

Metric: Total offered rate (of total offered)

Channel: No specific channel

Direction: Inbound

Description: % of offered of all offered interactions in widget started by customer

 

Metric: Total offered rate (of total offered)

Channel: No specific channel

Direction: Outbound

Description: % of offered of all offered interactions in widget started by agents

 

Metric: Ongoing (Max)

Channel: No specific channel

Direction: No specific direction

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Ongoing (Max)

Channel: No specific channel

Direction: Inbound

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Ongoing (Max)

Channel: No specific channel

Direction: Outbound

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Waiting (Max)

Channel: No specific channel

Direction: No specific direction

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Waiting (Max)

Channel: No specific channel

Direction: Inbound

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Waiting (Max)

Channel: No specific channel

Direction: Outbound

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Interaction time

Channel: No specific channel

Direction: No specific direction

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time

Channel: No specific channel

Direction: Inbound

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time

Channel: No specific channel

Direction: Outbound

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time avg.

Channel: No specific channel

Direction: No specific direction

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Interaction time avg.

Channel: No specific channel

Direction: Inbound

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Interaction time avg.

Channel: No specific channel

Direction: Outbound

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: metric_pause_DEFAULT_PAUSE

Channel: No specific channel

Direction: No specific direction

Description: No specific channel

 

Metric: Waiting (live)

Channel: E-mail

Direction: Inbound

Description: Waiting e-mail interactions (live)

 

Metric: Ongoing (live)

Channel: E-mail

Direction: Inbound

Description: Ongoing e-mail interactions (live)

 

Metric: Messages inbound

Channel: E-mail

Direction: No specific direction

Description: Incoming messages

 

Metric: Messages inbound

Channel: E-mail

Direction: Inbound

Description: Incoming messages

 

Metric: Messages inbound

Channel: E-mail

Direction: Outbound

Description: Incoming messages

 

Metric: Messages inbound avg.

Channel: E-mail

Direction: No specific direction

Description: Average incoming messages per interaction

 

Metric: Messages inbound avg.

Channel: E-mail

Direction: Inbound

Description: Average incoming messages per interaction

 

Metric: Messages inbound avg.

Channel: E-mail

Direction: Outbound

Description: Average incoming messages per interaction

 

Metric: Messages outbound

Channel: E-mail

Direction: No specific direction

Description: Outgoing messages

 

Metric: Messages outbound

Channel: E-mail

Direction: Inbound

Description: Outgoing messages

 

Metric: Messages outbound

Channel: E-mail

Direction: Outbound

Description: Outgoing messages

 

Metric: Messages outbound avg.

Channel: E-mail

Direction: No specific direction

Description: Average outgoing messages per interaction

 

Metric: Messages outbound avg.

Channel: E-mail

Direction: Inbound

Description: Average outgoing messages per interaction

 

Metric: Messages outbound avg.

Channel: E-mail

Direction: Outbound

Description: Average outgoing messages per interaction

 

Metric: Messages total

Channel: E-mail

Direction: No specific direction

Description: Total messages in both directions

 

Metric: Messages total

Channel: E-mail

Direction: Inbound

Description: Total messages in both directions

 

Metric: Messages total

Channel: E-mail

Direction: Outbound

Description: Total messages in both directions

 

Metric: Messages total avg.

Channel: E-mail

Direction: No specific direction

Description: Average total messages in both directions per interaction

 

Metric: Messages total avg.

Channel: E-mail

Direction: Inbound

Description: Average total messages in both directions per interaction

 

Metric: Messages total avg.

Channel: E-mail

Direction: Outbound

Description: Average total messages in both directions per interaction

 

Metric: Answered e-mail interactions

Channel: E-mail

Direction: No specific direction

Description: Answered e-mail interactions, regardless direction, open + closed e-mail interactions

 

Metric: Answered inbound e-mail interactions

Channel: E-mail

Direction: Inbound

Description: Answered e-mail interactions, where first e-mail was sent by customer, open + closed e-mail interactions

 

Metric: Answered outbound e-mail interactions

Channel: E-mail

Direction: Outbound

Description: Answered e-mail interactions, where first e-mail was sent by agent, open + closed e-mail interactions

 

Metric: Closed answered e-mail interactions

Channel: E-mail

Direction: No specific direction

Description: Closed answered e-mail interactions

 

Metric: Closed answered inbound e-mail interactions

Channel: E-mail

Direction: Inbound

Description: Closed answered inbound e-mail interactions, where first e-mail was sent by customer

 

Metric: Closed answered outbound e-mail interactions

Channel: E-mail

Direction: Outbound

Description: Closed answered outbound e-mail interactions, where first e-mail was sent by agent

 

Metric: Abandoned (none answered) e-mail interactions

Channel: E-mail

Direction: No specific direction

Description: Abandoned (none answered) closed e-mail interactions, not answered by the receiving party

 

Metric: Abandoned (none answered) e-mail interactions

Channel: E-mail

Direction: Inbound

Description: Abandoned (none answered) closed e-mail interactions, not answered by the receiving party, where first e-mail was sent by customer

 

Metric: Abandoned (none answered) e-mail interactions

Channel: E-mail

Direction: Outbound

Description: Abandoned (none answered) closed e-mail interactions, not answered by the receiving party, where first e-mail was sent by agent

 

Metric: Total e-mail interactions

Channel: E-mail

Direction: No specific direction

Description: Offered: Answered + Abandoned (no answer), open + closed e-mail interactions

 

Metric: Total e-mail interactions

Channel: E-mail

Direction: Inbound

Description: Offered: Answered + Abandoned (no answer), open + closed e-mail interactions

 

Metric: Total e-mail interactions

Channel: E-mail

Direction: Outbound

Description: Offered: Answered + Abandoned (no answer), open + closed e-mail interactions

 

Metric: Answer rate (of offered)

Channel: E-mail

Direction: No specific direction

Description: Answer rate (of offered), open + closed e-mail interactions

 

Metric: Answer rate (of offered)

Channel: E-mail

Direction: Inbound

Description: Answer rate (of offered), open + closed e-mail interactions

 

Metric: Answer rate (of offered)

Channel: E-mail

Direction: Outbound

Description: Answer rate (of offered), open + closed e-mail interactions

 

Metric: Abandoned rate (of offered)

Channel: E-mail

Direction: No specific direction

Description: Abandoned rate (of offered), closed e-mail interactions

 

Metric: Abandoned rate (of offered)

Channel: E-mail

Direction: Inbound

Description: Abandoned rate (of offered), closed e-mail interactions

 

Metric: Abandoned rate (of offered)

Channel: E-mail

Direction: Outbound

Description: Abandoned rate (of offered), closed e-mail interactions

 

Metric: Answer rate (of total answered)

Channel: E-mail

Direction: No specific direction

Description: Answer rate (of total answered), open + closed e-mail interactions

 

Metric: Answer rate (of total answered)

Channel: E-mail

Direction: Inbound

Description: Answer rate (of total answered), open + closed e-mail interactions

 

Metric: Answer rate (of total answered)

Channel: E-mail

Direction: Outbound

Description: Answer rate (of total answered), open + closed e-mail interactions

 

Metric: Abandoned/No answer (of total abandoned)

Channel: E-mail

Direction: No specific direction

Description: Abandoned/No answer (of total abandoned) closed e-mail interactions

 

Metric: Abandoned/No answer (of total abandoned)

Channel: E-mail

Direction: Inbound

Description: Abandoned/No answer (of total abandoned) closed e-mail interactions

 

Metric: Abandoned/No answer (of total abandoned)

Channel: E-mail

Direction: Outbound

Description: Abandoned/No answer (of total abandoned) closed e-mail interactions

 

Metric: Ended/Closed (of total closed)

Channel: E-mail

Direction: No specific direction

Description: Ended/Closed (of total closed)

 

Metric: Ended/Closed (of total closed)

Channel: E-mail

Direction: Inbound

Description: Ended/Closed (of total closed)

 

Metric: Ended/Closed (of total closed)

Channel: E-mail

Direction: Outbound

Description: Ended/Closed (of total closed)

 

Metric: Total offered rate (of total offered)

Channel: E-mail

Direction: No specific direction

Description: Total offered rate (of total offered)

 

Metric: Total offered rate (of total offered)

Channel: E-mail

Direction: Inbound

Description: Total offered rate (of total offered)

 

Metric: Total offered rate (of total offered)

Channel: E-mail

Direction: Outbound

Description: Total offered rate (of total offered)

 

Metric: Ongoing (Max)

Channel: E-mail

Direction: No specific direction

Description: Maximum number of ongoing during selected/grouped interval, interaction needs to be answered by the receiving party

 

Metric: Ongoing (Max)

Channel: E-mail

Direction: Inbound

Description: Maximum number of ongoing during selected/grouped interval, interaction needs to be answered by the receiving party

 

Metric: Ongoing (Max)

Channel: E-mail

Direction: Outbound

Description: Maximum number of ongoing during selected/grouped interval, interaction needs to be answered by the receiving party

 

Metric: Waiting (Max)

Channel: E-mail

Direction: No specific direction

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Waiting (Max)

Channel: E-mail

Direction: Inbound

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Waiting (Max)

Channel: E-mail

Direction: Outbound

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Interaction time

Channel: E-mail

Direction: No specific direction

Description: Time chat / e-mail tab has been open, time only counts on open interactions, time counts in all tabs that are open

 

Metric: Interaction time

Channel: E-mail

Direction: Inbound

Description: Time chat / e-mail tab has been open, time only counts on open interactions, time counts in all tabs that are open

 

Metric: Interaction time

Channel: E-mail

Direction: Outbound

Description: Time chat / e-mail tab has been open, time only counts on open interactions, time counts in all tabs that are open

 

Metric: Interaction time avg.

Channel: E-mail

Direction: No specific direction

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Interaction time avg.

Channel: E-mail

Direction: Inbound

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Interaction time avg.

Channel: E-mail

Direction: Outbound

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Messages inbound

Channel: Chat

Direction: No specific direction

Description: Incoming messages

 

Metric: Messages inbound avg.

Channel: Chat

Direction: No specific direction

Description: Average incoming messages per interaction

 

Metric: Messages outbound

Channel: Chat

Direction: No specific direction

Description: Outgoing messages

 

Metric: Messages outbound avg.

Channel: Chat

Direction: No specific direction

Description: Average outgoing messages per interaction

 

Metric: Messages total

Channel: Chat

Direction: No specific direction

Description: Total messages in both directions

 

Metric: Messages total avg.

Channel: Chat

Direction: No specific direction

Description: Average total messages in both directions per interaction

 

Metric: Answered chat

Channel: Chat

Direction: No specific direction

Description: Answered chat interactions, ongoing chats included

 

Metric: Ongoing (Max)

Channel: Chat

Direction: No specific direction

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Chat

Direction: No specific direction

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Interaction time

Channel: Chat

Direction: No specific direction

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time avg.

Channel: Chat

Direction: No specific direction

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Messages inbound

Channel: Sms

Direction: No specific direction

Description: Incoming messages

 

Metric: Messages inbound

Channel: Sms

Direction: Inbound

Description: Incoming messages

 

Metric: Messages inbound

Channel: Sms

Direction: Outbound

Description: Incoming messages

 

Metric: Messages inbound avg.

Channel: Sms

Direction: No specific direction

Description: Average incoming messages per interaction

 

Metric: Messages inbound avg.

Channel: Sms

Direction: Inbound

Description: Average incoming messages per interaction

 

Metric: Messages inbound avg.

Channel: Sms

Direction: Outbound

Description: Average incoming messages per interaction

 

Metric: Messages outbound

Channel: Sms

Direction: No specific direction

Description: Outgoing messages

 

Metric: Messages outbound

Channel: Sms

Direction: Inbound

Description: Outgoing messages

 

Metric: Messages outbound

Channel: Sms

Direction: Outbound

Description: Outgoing messages

 

Metric: Messages outbound avg.

Channel: Sms

Direction: No specific direction

Description: Average outgoing messages per interaction

 

Metric: Messages outbound avg.

Channel: Sms

Direction: Inbound

Description: Average outgoing messages per interaction

 

Metric: Messages outbound avg.

Channel: Sms

Direction: Outbound

Description: Average outgoing messages per interaction

 

Metric: Messages total

Channel: Sms

Direction: No specific direction

Description: Total messages in both directions

 

Metric: Messages total

Channel: Sms

Direction: Inbound

Description: Total messages in both directions

 

Metric: Messages total

Channel: Sms

Direction: Outbound

Description: Total messages in both directions

 

Metric: Messages total avg.

Channel: Sms

Direction: No specific direction

Description: Average total messages in both directions per interaction

 

Metric: Messages total avg.

Channel: Sms

Direction: Inbound

Description: Average total messages in both directions per interaction

 

Metric: Messages total avg.

Channel: Sms

Direction: Outbound

Description: Average total messages in both directions per interaction

 

Metric: Answered sms

Channel: Sms

Direction: No specific direction

Description: Answered text message interactions, regardless direction

 

Metric: Answered sms

Channel: Sms

Direction: Inbound

Description: Answered text message interactions, where first text message was sent by customer

 

Metric: Answered outbound sms

Channel: Sms

Direction: Outbound

Description: Answered text message interactions, where first text message was sent by agent

 

Metric: Total text message interactions

Channel: Sms

Direction: No specific direction

Description: Offered: Answered + Abandoned (no answer)

 

Metric: Total text message interactions

Channel: Sms

Direction: Inbound

Description: Offered: Answered + Abandoned (no answer)

 

Metric: Total text message interactions

Channel: Sms

Direction: Outbound

Description: Offered: Answered + Abandoned (no answer)

 

Metric: Ongoing (Max)

Channel: Sms

Direction: No specific direction

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Ongoing (Max)

Channel: Sms

Direction: Inbound

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Ongoing (Max)

Channel: Sms

Direction: Outbound

Description: Maximum number of ongoing during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Sms

Direction: No specific direction

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Sms

Direction: Inbound

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Waiting (Max)

Channel: Sms

Direction: Outbound

Description: Maximum number of waiting during selected/grouped interval

 

Metric: Interaction time

Channel: Sms

Direction: No specific direction

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time

Channel: Sms

Direction: Inbound

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time

Channel: Sms

Direction: Outbound

Description: Time chat / e-mail tab has been open

 

Metric: Interaction time avg.

Channel: Sms

Direction: No specific direction

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Interaction time avg.

Channel: Sms

Direction: Inbound

Description: Time chat / e-mail tab has been open divided by number of answered e-mails

 

Metric: Interaction time avg.

Channel: Sms

Direction: Outbound

Description: Time chat / e-mail tab has been open divided by number of answered e-mails