Aggregation Panel Metrics

Last updated 19 minutes ago

List of metrics are associated to data source Contacts in an aggregation panel.

This panel lists all the contacts. A contact is the record of an interaction between a customer and the contact center. The contact includes detailed information about the interactions that the customer had with the contact center. Each customer can have more than one contact.

The contact includes information like the date and duration of the interaction, the purpose and the type of the interaction, if the interaction used an IVR, the phone number or email used in the interaction, if the interaction was, for example, initiated in a Click2Call, among others.

Note that it is not mandatory for the contact to have an associated operator. The customer can end the contact, for example, in an IVR or with a chatbot.

The following tables list the metrics of Contacts 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	# - Count % - Percentage Number of customer interactions that results in the creation of a Voice, Video, Chat, Ticketing, or External Contact.
Attributed conversion value	µ - Average M - Maximum m - Minimum ∑ - Sum The monetary value assigned to a conversion that is directly attributed to the call or chatbot interaction.
Bot Name	# - Count % - Percentage The identifier or name of the chatbot that handled the interaction
Callbacks	# - Count % - Percentage Number of contacts that were reschedule by the Operator
Callbacks canceled	# - Count % - Percentage Number of schedule contacts that were canceled by the operator or supervisor.
Classified contacts	# - Count % - Percentage Number of contacts that were classified by the operator or the system
Contact requests	# - Count DAvg - Daily average % - Percentage The requests made by users to be contacted, either through calls, chat, or another communication channel.
Contacts	# - Count DAvg - Daily average % - Percentage
Contacts with cobrowse	# - Count % - Percentage Number of contacts with a co-browse session during the interaction with the customer.
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?	# - Count % - Percentage Indicates whether a transcript of the conversation (text version of the interaction) is available.
Influenced conversions	µ - Average M - Maximum m - Minimum ∑ - Sum Represent conversions where a call, chatbot interaction, or other engagement played a role in guiding the user toward completing the conversion, even if it wasn't the final step.
Pending Callbacks	# - Count % - Percentage Number of contacts that were reschedule and still didn't reach the reschedule date.
RGUs	∑ - Sum Total number of sold revenue generating units.
Sales	# - Count Number of contacts where there is a positive count of Packages/RGUs and are considered as having a sale intention.
Short calls	# - Count % - Percentage The calls that ended quickly, often before meaningful interaction could occur (e.g., under a set duration threshold).
Success	# - Count % - Percentage
Unsuccess	# - Count % - Percentage 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
Duration (Click2Chat)	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum Duration of the contact from the time the customer answers until the contact is ended. If it is a reverse call, this is the duration of the contact from the operator picking up until the contact ends.
Live Chat	# - Count % - Percentage Number of Live Chat Contacts
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 ∑ - Sum Number of chat interactions that a contact performs.
Success (Click2Chat)	# - Count % - Percentage Number of successfull Click2hat
Time on node	# - Count % - Percentage ∑ - 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.
Transfer Requests	# - Count % - Percentage Number of all chat that had an attempts to be transfered
Transfers with Success	# - Count % - Percentage Number of chat transfers that were successfull
Transfers without Success	# - Count % - Percentage Number of chat transfers attempts that weren'ts successfull
Unsuccess (Click2Chat)	# - Count % - Percentage Number of unccessfull Click2hat

Form

Name	Metric
Form	# - Count % - Percentage Number of Form Contacts

Video

Name	Metric
Success (VideoCall)	# - Count % - Percentage Number of successfull VideoCalls
Unsuccess (VideoCall)	# - Count % - Percentage Number of unccessfull VideoCalls
VideoCall	# - Count % - Percentage Number of VideoCalls

Voice

Name	Metric
Abandonment on queue (Click2Call)	# - Count % - Percentage The calls initiated via Click2Call that were abandoned by the caller while waiting in the queue before being connected.
Abandonment on queue (Inbound)	# - Count % - Percentage The inbound calls abandoned by customers while waiting in the queue before reaching an operator.
Abandonment on queue (Outbound)	# - Count % - Percentage The outbound calls where the customer did not answer, and the call was abandoned before completion.
Call waiting time	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The time customers spent waiting in the queue before being answered or abandoning the call.
Call-center did not answer (Click2Call)	# - Count % - Percentage Click2Call attempts where the call center failed to answer the call.
Classified contacts (Click2Call)	# - Count % - Percentage The contacts that were successfully classified.
Click2Call	# - Count % - Percentage Number of times users initiated a chat conversation through a click-to-call feature.
Client did not answer (Click2Call)	# - Count % - Percentage The Click2Call attempts where the client did not answer the call.
Client did not answer (Outbound)	# - Count % - Percentage The outbound attempts where the client did not answer.
Contact center did not answer (Inbound)	# - Count % - Percentage The inbound calls where the contact center did not answer.
Contact center did not answer (Outbound)	# - Count % - Percentage The outbound calls initiated by the contact center that were not answered by an operator.
Credits (Click2Call)	µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The credits used for Click2Call interactions.
Credits (Inbound)	µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The credits used for inbound calls.
Credits (Outbound)	µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The credits used for outbound calls.
Duration (Click2Call)	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The duration of Click2Call conversations since the contact center answer until the conversation ends.
Duration (Inbound)	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The duration of inbound calls conversations since the contact center answer until the conversation ends.
Duration (Outbound)	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The duration of outbound calls conversations between operator and customer.
Human validation	# - Count % - Percentage
Identified contacts (Click2Call)	# - Count % - Percentage This metric represents the Click2Call contacts where the caller's identity has been successfully recognized.
Inbound	# - Count % - Percentage Represents the inbound voice contacts received by the contact center.
Invalid - Client (Click2Call)	# - Count % - Percentage The Click2Call contacts marked as invalid due to an issue on the client's side, such as incorrect input, failed verification, or abandoned calls.
Invalid - Contact Center (Click2Call)	# - Count % - Percentage The Click2Call contacts marked as invalid due to an issue on the contact center's side, such as system errors, unavailable operators, or misrouted calls.
Outbound	# - Count % - Percentage Represents the voice contacts initiated by the contact center.
Short calls (Click2Call)	# - Count % - Percentage The short-duration calls specifically from Click2Call interactions.
Short calls (Inbound)	# - Count % - Percentage The short-duration inbound calls.
Success (Click2Call)	# - Count % - Percentage The Click2Call contacts that were successfully completed, meaning the call was connected and contact center answered.
Success (Inbound)	# - Count % - Percentage The inbound calls successfully handled by the contact center, where the call was connected and contact center answered.
Success (Outbound)	# - Count % - Percentage The outbound calls that were successfully completed, meaning the call was answered, and the intended communication took place.
Success classified (Click2Call)	# - Count % - Percentage
Time until call	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The time that has elapsed since the call was requested until the customer was actually called
Total call duration	.95 - 95th percentile µ - Average M - Maximum m - Minimum % - Percentage ∑ - Sum The total time from when a call is answered by the customer until it ends, including both conversation time and any hold time.
Unsuccess (Click2Call)	# - Count % - Percentage
Unsuccess (Inbound)	# - Count % - Percentage
Unsuccess (Outbound)	# - Count % - Percentage
Unsuccess - Silence (Click2Call)	# - Count % - Percentage
Unsuccess - Voicemail (Click2Call)	# - Count % - Percentage

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