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Designer Metrics

The Designer folder contains numerous metrics that you can use to build Designer-related reports.

Note the following:

  • Unless other wise noted, metrics that show time, display a whole integer representing the number of seconds.
  • For detailed information about the different metric types, see Project terminology and concepts.
Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.


The following Metrics are available in this folder and are described on this page.

Designer

Designer > Activity

Designer > Bot

Designer > Session

Designer > Session > Detail

Designer > Session Block

Designer > Session Milestone

Designer > Survey


Folder: Designer

Metric name: Start Date Time Key


Folder:

Designer

Description: This metric is reserved for internal use to employ a key for a particular date and time from the SDR_SESSION_FACT table.
Source or Calculation: AG2_SDR_SESS_*.DATE_TIME_KEY, AG2_SDR_SESSION_*.DATE_TIME_KEY, AG2_SDR_SESS_MILESTONE_*.DATE_TIME_KEY Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Folder: Designer > Activity

Metric name: % Completed


Introduced: 9.0.013


Folder:

Designer > Activity

Description: The percentage of activities that were completed during the reporting interval.
Source or Calculation: Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics. Used in:
  • Activity Summary Report
Media type:

Data type:
Metric type: Disposition

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Metric name: % Incomplete


Introduced: 9.0.013


Folder:

Designer > Activity

Description: The percentage of activities that were incomplete at the end of the reporting interval.
Source or Calculation: Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics. Used in:
  • Activity Summary Report
Media type:

Data type:
Metric type: Disposition

>> Back to list
Metric name: Activities


Introduced: 9.0.013


Folder:

Designer > Activity

Description: The total number of activities that began during the reporting interval.
Source or Calculation: AGT_SDR_ACTIVITY_*.ACTIVITIES Used in:
  • Activity by Final Disposition Report
  • Activity Summary Report
Media type:

Data type:
Metric type: Disposition

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Metric name: Activity Duration


Introduced: 9.0.013


Folder:

Designer > Activity

Description: The total amount of time attributed to the activity during the reporting interval.
Source or Calculation: AG2_SDR_ACTIVITY_*.DURATION Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type: Disposition

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Metric name: Avg Activity Duration


Introduced: 9.0.013


Folder:

Designer > Activity

Description: The average amount of time attributed to activities during the reporting interval.
Source or Calculation: Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics. Used in:
  • Activity Summary Report
Media type:

Data type:
Metric type: Disposition

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Metric name: Completed


Introduced: 9.0.013


Folder:

Designer > Activity

Description: The total number of activities that were completed during the reporting interval.
Source or Calculation: Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y. Used in:
  • Activity Summary Report
Media type:

Data type:
Metric type: Disposition

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Folder: Designer > Bot

Metric name: Abandoned in Queue


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of interactions that entered the Self-Service phase of the Designer application, requested Assisted-Service, and were subsequently abandoned while waiting in queue. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Source or Calculation: AG2_SDR_BOT_*. QUEUE_ABANDONED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Abandoned in Self Service


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of interactions that entered the Self-Service phase of the Designer application and were subsequently abandoned in Self-Service. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Source or Calculation: AG2_SDR_BOT_*. SS_ABANDONED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Avg Intent Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The average amount of time (in seconds) that elapsed for customer intents to be recognized.
Source or Calculation: Intent Duration / Intent Hits Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Avg Self Service Bot Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The average duration of Self-Service SDR sessions in which bots participated
Source or Calculation: Self Service Bot Duration / Entered Bot in Self Service Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Avg Self Service No Bot Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The average duration of Self-Service SDR session in which no bots participated
Source or Calculation: Self Service No Bot Duration / Entered No Bot in Self Service Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Bot Hits


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of bot sessions. If a bot is invoked more than once within an SDR session, it is counted more than once.
Source or Calculation: AG2_SDR_BOT_*.BOT_ENTERED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Bots


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of SDR sessions in which Self-Service was used.
Source or Calculation: AG2_SDR_BOT_*.ENTERED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Entered Bot in Self Service


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of Self-Service SDR sessions in which a bot participated.
Source or Calculation: AG2_SDR_BOT_*. SS_BOTS_ENTERED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Entered in Self Service


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of SDR sessions in which Self-Service was used.
Source or Calculation: AG2_SDR_BOT_*.SS_ENTERED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Entered No Bot in Self Service


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of Self-Service SDR sessions in which no bot participated.
Source or Calculation: SS_ENTERED - SS_BOTS_ENTERED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Failed


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of failed bot sessions.
Source or Calculation: AG2_SDR_BOT_*. BOT_FAILED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Intent Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total amount of time (in seconds) that elapsed for customer intents to be recognized.
Source or Calculation: AG2_SDR_BOT_*.INTENTS_DURATION Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Intent Hits


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of customer intents that were recognized. In SDR sessions where more than one intent is recognized, each one is counted.
Source or Calculation: AG2_SDR_BOT_*. INTENTS Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Routed to Agent


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to an agent. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Source or Calculation: AG2_SDR_BOT_*. AGENT_ROUTED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Routed to DN


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to a DN. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Source or Calculation: AG2_SDR_BOT_*. DN_ROUTED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Self Service Bot Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total duration (in seconds) of all Self-Service SDR sessions in which bots participated.
Source or Calculation: AG2_SDR_BOT_*. SS_BOTS_DURATION Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Self Service Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total duration (in seconds) of all Self-Service SDR sessions.
Source or Calculation: AG2_SDR_BOT_*.SS_DURATION Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Self Service No Bot Duration


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total duration (in seconds) of all Self-Service SDR sessions in which no bots participated.
Source or Calculation: SS_DURATION - SS_BOTS_DURATION Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Success


Introduced: 9.0.016


Folder:

Designer > Bot

Description: The total number of successful bot sessions.
Source or Calculation: AG2_SDR_BOT_*.BOT_SUCCESS Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Folder: Designer > Session

Metric name: Abandoned in Queue


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that entered the Self-Service phase of the Designer application, requested Assisted-Service, and were subsequently abandoned while waiting in queue.
Source or Calculation: AG2_SDR_SESSION_*.QUEUE_ABANDONED Used in:
  • Self-Service Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Assisted Service Duration


Folder:

Designer > Session

Description: The total amount of time attributed to the Assisted-Service phase of the Designer application.
Source or Calculation: AG2_SDR_SESSION_*.AS_DURATION Used in:
  • Application Duration Report
Media type:

Data type:
Metric type:

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Metric name: Avg Assisted Service Duration


Introduced: 9.0.013


Folder:

Designer > Session

Description: The average amount of time that callers spent in the Assisted-Service phase of the Designer application.
Source or Calculation: Calculated based on the value of the Designer > Assisted Service Duration metric. Used in:
  • Application Duration Report
Media type:

Data type:
Metric type:

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Metric name: Avg Self-Service Duration


Folder:

Designer > Session

Description: The average amount of time that callers spent in the Self-Service phase of the Designer application.
Source or Calculation: Calculated based on the value of the Designer > Self-Service Duration metric. Used in:
  • Application Duration Report
Media type:

Data type:
Metric type:

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Metric name: Avg Session Duration


Folder:

Designer > Session

Description: The average amount of time attributed to either the Self-Service phase or the Assisted-Service phase of the Designer application.
Source or Calculation: Calculated based on the value of the Designer > Session Duration metric. Used in:
  • Application Duration Report
Media type:

Data type:
Metric type:

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Metric name: Contained In Self-Service


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that entered the Designer application in Self-Service and were concluded without entering Assisted-Service.
Source or Calculation: AG2_SDR_SESSION_*.SS_CONTAINED Used in:
  • Self-Service Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Entered in Assisted Service


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that entered the Designer application in Assisted-Service during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.AS_ENTERED Used in:
  • Self-Service Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Entered in Self-Service


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that entered the Designer application in Self-Service during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.SS_ENTERED Used in:
  • Self-Service Statistics Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Routed to Agent


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to an agent during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.AGENT_ROUTED Used in:
  • Self-Service Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Routed to DN


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to a DN during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.DN_ROUTED Used in:
  • Self-Service Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Self-Service Duration


Folder:

Designer > Session

Description: The total amount of time attributed to the Self-Service phase of the Designer application.
Source or Calculation: AG2_SDR_SESSION_*.SS_DURATION Used in:
  • Application Duration Report
Media type:

Data type:
Metric type:

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Metric name: Session


Folder:

Designer > Session

Description: The total number of times that a caller interacted with the application.
Source or Calculation: AG2_SDR_SESSION_*.SESSIONS Used in:
  • Application Duration Report
  • Application Summary Report
  • Milestone Summary Report
Media type:

Data type:
Metric type:

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Metric name: Session Duration


Folder:

Designer > Session

Description: The total amount of time attributed to either the Self-Service phase or the Assisted-Service phase of the Designer application.
Source or Calculation: Used in:
  • Application Duration Report
Media type:

Data type: AG2_SDR_SESSION_*.DURATION
Metric type:

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Metric name: Transferred to Assisted Service


Introduced: 9.0.013


Folder:

Designer > Session

Description: The total number of interactions that were transferred from the Self-Service phase of the Assisted-Service phase of the Designer application during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.AS_TRANSFERRED Used in:
  • Assisted Service Interactions by Last Milestone Report
Media type:

Data type:
Metric type:

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Folder: Designer > Session > Detail

Metric name: Call Duration


Folder:

Designer > Session > Detail

Description: The total amount of time spent in each call.
Source or Calculation: Calculated as the difference between SDR_SESSION_FACT.END_TS_MS and SDR_SESSION_FACT.START_TS_MS. Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Input Count


Folder:

Designer > Session > Detail

Description: The total count of instances where the caller's input was heard or received.
Source or Calculation: SDR_SESSION_FACT.INPUT_COUNT Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Menu Count


Folder:

Designer > Session > Detail

Description: The number of menu blocks the caller encountered during the session.
Source or Calculation: SDR_SESSION_FACT.MENU_COUNT Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Folder: Designer > Session Block

Metric name: Avg Block Duration


Folder:

Designer > Session Block

Description: The average amount of time spent in each block.
Source or Calculation: Calculated based on the value of the Designer > Block Duration metric. Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: Avg No Input Error


Folder:

Designer > Session Block

Description: The average number of No Input errors encountered in each block.
Source or Calculation: Calculated based on the value of the Designer > No Input Error metric. Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: Avg No Match Error


Folder:

Designer > Session Block

Description: The average number of No Match errors encountered in each block.
Source or Calculation: Calculated based on the value of the Designer > No Match Error metric. Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: Block Duration


Folder:

Designer > Session Block

Description: The total amount of time spent in each block.
Source or Calculation: AG2_SDR_SESS_BLOCK_*.DURATION Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Blocks


Folder:

Designer > Session Block

Description: The total number of hits to a given block. A session can hit a block more than once.
Source or Calculation: AG2_SDR_SESS_BLOCK_*.BLOCKS Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: No Input Error


Folder:

Designer > Session Block

Description: The total number of times that a No Input error was encountered in each block.
Source or Calculation: AG2_SDR_SESS_BLOCK_*.NO_INPUT_ERROR Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: No Match Error


Folder:

Designer > Session Block

Description: The total number of times that a No Match error was encountered in each block.
Source or Calculation: AG2_SDR_SESS_BLOCK_*.NO_MATCH_ERROR Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: Strikeout


Folder:

Designer > Session Block

Description: The total number of times that the maximum number of retries (for No Input or No Match) was reached.
Source or Calculation: AG2_SDR_SESS_BLOCK_*.STRIKEOUT Used in:
  • Blocks Summary Report
Media type:

Data type:
Metric type:

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Metric name: Success


Folder:

Designer > Session Block

Description: The total number of sessions, during the reporting interval, wherein the customer input matched a menu option.
Source or Calculation: AG2_SDR_SESS_BLOCK_*.SUCCESS Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Folder: Designer > Session Milestone

Metric name: Session


Folder:

Designer > Session Milestone

Description: The total number of times that a caller interacted with the application.
Source or Calculation: AG2_SDR_SESSION_*.SESSIONS Used in:
  • Application Duration Report
  • Application Summary Report
  • Milestone Summary Report
Media type:

Data type:
Metric type:

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Folder: Designer > Survey

Metric name: % Accepted


Folder:

Designer > Survey

Description: The percentage of customers who were offered the opportunity to complete a survey, who subsequently accepted the offer.
Source or Calculation: Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. Used in:
  • Survey Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Accepted


Folder:

Designer > Survey

Description: The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
  • Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group.

For voice media, this metric is identical to Activity\Responses.

Source or Calculation: AG2_AGENT_[*].ACCEPTED, AG2_AGENT_GRP_[*].ACCEPTED Used in:
  • Agent Activity
  • Agent Conduct Report
  • Agent Group Business Attribute Report
  • Agent Group Interaction handling Report
  • Agent Interval Based Report
  • Agent Performance Dashboard
  • Agent Report
  • Agent Social Engagement Report
  • Agent Task Dashboard
  • Agent Utilization Email Report
  • Agent Utilization Report
  • Predictive Routing Agent Dashboard
  • Predictive Routing Agent Occupancy Report (Active Time & Predictive)
  • Survey Statistics Report
  • Task Routing Agent Activity
  • Task Routing Agent Group Activity
Media type: All

Data type: Number
Metric type: Disposition

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Metric name: Answered


Folder:

Designer > Survey

Description: The total number of customer interactions that were answered by a handling resource.
Source or Calculation: AG2_SDR_SURVEY_*.ANSWERED Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: No Input Error


Folder:

Designer > Survey

Description: No Input (NI). The total number of times that the application expected a response from a customer, but did not receive one within the configured timeout period (if a timeout period is configured).
Source or Calculation: AG2_SDR_SURVEY_*.NO_INPUT_ERROR Used in:
  • Survey Statistics Report
Media type:

Data type:
Metric type:

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Metric name: No Match Error


Folder:

Designer > Survey

Description: No Match (NM). The total number of times that the customer entered an unexpected response to a survey.

For example, if the application expects an answers in the range of 1 to 4, and the customer selects 6, the event is recorded as an NM error.

Source or Calculation: Used in:
  • Survey Statistics Report
Media type:

Data type: AG2_SDR_SURVEY_*.NO_MATCH_ERROR
Metric type:

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Metric name: Not Accepted


Folder:

Designer > Survey

Description: The number of times, within the reporting interval, that customers were offered the opportunity to complete a survey, and subsequently declined the offer. Calculated as Survey Offered minus Survey Accepted.
Source or Calculation: Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. Used in:
  • Survey Statistics Report
Media type:

Data type:
Metric type:

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Metric name: Offered


Folder:

Designer > Survey

Description: The total number of times that interactions were received or initiated by this agent (for Agent reporting), or agents who belong to this agent group (for Agent Group reporting).

The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AGT_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.

Source or Calculation: AG2_AGENT_[*].OFFERED, AG2_AGENT_GRP_[*].OFFERED Used in:
  • Agent Activity
  • Agent Interaction Hierarchy Report
  • Agent Performance Dashboard
  • Agent Report
  • Agent Task Dashboard
  • Agent Utilization Email Report
  • Agent Utilization Report
  • Predictive Routing Agent Dashboard
  • Predictive Routing Agent Occupancy Report (Active Time and Predictive)
  • Supervisor Dashboard
  • Task Routing Agent Activity
  • Task Routing Agent Group Activity
Media type: All

Data type: Number
Metric type: Disposition

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Metric name: Responses


Folder:

Designer > Survey

Description: The definition of this metric depends on the media type:
  • For voice and chat media, the total number of customer interactions that were accepted by handling resources.
  • For email, the total number times that handling resources (agents) created outbound replies that might or might not have been sent. One handling resource can create multiple replies; this metric’s value reflects each reply.
Source or Calculation: AG2_SDR_SURVEY_*.SURVEY_COUNT Used in:
  • Survey Answer Report
Media type:

Data type:
Metric type:

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This page was last edited on June 10, 2020, at 18:16.
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