Contacts Attempts contain information and metrics related to the attempts to make outbound calls to customers.
The following tables list the metrics of Contacts Attempts aggregation panel, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.
All
| Name | Metric |
|---|
| AI Classified Contacts | Number of customer interactions that results in the creation of a Voice, Video, Chat, Ticketing, or External Contact. |
| Attempts | - # - Count
- DAvg - Daily average
- % - Percentage
Represent the times a call attempt was made, including repeated tries to the same contact. |
| Bot Name | The identifier or name of the chatbot that handled the interaction |
| Credits | - µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
A unit of measurement representing the consumption of resources. |
| Duration | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
The time spent on a call or interaction from start to finish. |
| Has transcript? | Indicates whether a transcript of the conversation (text version of the interaction) is available. |
| Short calls | The calls that ended quickly, often before meaningful interaction could occur (e.g., under a set duration threshold). |
| Success | |
| Unsuccess | The interactions that did not achieve their intended outcome, including dropped or failed calls. |
| Wait time | - .95 - 95th percentile
- µ - Average
- M - Maximum
- m - Minimum
- % - Percentage
- ∑ - Sum
The duration a caller spent waiting in the queue before being connected to an operator or chatbot. |
Chat
| Name | Metric |
|---|
| Nodes used | - # - Count
- % - Percentage
- ∑ - Sum
The steps or decision points (nodes) a user interacted with in an IVR or chatbot flow. |
| Number of interactions | - µ - Average
- # - Count
- % - Percentage
Number of chat interactions that a contact performs. |
| Time on node | ∑ - Sum The duration a contact spent on a specific interactive voice response (IVR) or chatbot node before moving to the next step or exiting the system. |
Voice
| Name | Metric |
|---|
| Short calls (Click2Call) | The short-duration calls specifically from Click2Call interactions. |
| Short calls (Inbound) | The short-duration inbound calls. |