Metrics Data Dictionary
Last updated 19 minutes ago
List of all the metrics available in all the aggregation and metric panels.
The following table lists the metrics available in all of Contact Center and Analytics Studio aggregation and metrics panels, sorted by alphabetic order. Use CRTL + F in Windows or Command + F in MacOS to search inside the page.
| Name | Data Source | Description | Category > Sub-category |
|---|---|---|---|
| Unique Actions | Outbound Campaigns Actions | Metrics for Unique Actions:
| Actions |
| AI Classified Contacts |
| Metrics for AI Classified Contacts:
Number of customer interactions that results in the creation of a Voice, Video, Chat, Ticketing, or External Contact. | All |
| Accepted | Onsite Campaigns | Metrics for Accepted:
Number of Onsite Campaigns accepted by the visitor | All |
| Actions |
| Metrics for Actions:
Number of actions (clicks, views, etc) on a Campaing | All |
| Added | Segments Actions | Metrics for Added:
Number of visitors added to a segment | All |
| Attempts | Contacts Attempts | Metrics for Attempts:
Represent the times a call attempt was made, including repeated tries to the same contact. | All |
| Attributed conversion value |
| Metrics for Attributed conversion value:
The monetary value assigned to a conversion that is directly attributed to the call or chatbot interaction. | All |
| Available | Contact Center Activity | Metrics for Available:
The operator is logged in and ready to receive a new contact. They have no active contacts at the moment. | All |
| Available operators | Voice Stats | Metrics for Available operators:
| All |
| Bot Name |
| Metrics for Bot Name:
The identifier or name of the chatbot that handled the interaction | All |
| Bounces | Visits | Metrics for Bounces:
Number of visits where the visitor left without interacting with the page | All |
| Bundles | Contacts Sales | Metrics for Bundles:
Number of sold bundles. | All |
| Busy | Contact Center Activity | Metrics for Busy:
The operator is currently handling active contacts.
| All |
| Callbacks | Contacts | Metrics for Callbacks:
Number of contacts that were reschedule by the Operator | All |
| Callbacks canceled | Contacts | Metrics for Callbacks canceled:
Number of schedule contacts that were canceled by the operator or supervisor. | All |
| Checkout items | ECommerce | Metrics for Checkout items:
Number of the items in the cart associated with the checkout event | All |
| Checkout value | ECommerce | Metrics for Checkout value:
Monetary value of the shopping cart associated with the checkout event | All |
| Checkouts influenced by contacts | ECommerce | Metrics for Checkouts influenced by contacts:
Number of checkouts that are associated with a contact | All |
| Checkouts influenced by impressions | ECommerce | Metrics for Checkouts influenced by impressions:
Number of checkouts that are associated with a displayed widget | All |
| Classified contacts | Contacts | Metrics for Classified contacts:
Number of contacts that were classified by the operator or the system | All |
| Click2Call |
| Metrics for Click2Call:
Number of times users initiated a chat conversation through a click-to-call feature. | All |
| Click2Call requests | Onsite Campaigns | Metrics for Click2Call requests:
Number of requests for a contact originated from a Click2Call Onsite Campaign | All |
| Click2Chat | Chatbot | Metrics for Click2Chat:
Number of times users initiated a chat conversation through a click-to-chat feature. | All |
| Click2Chat requests | Onsite Campaigns | Metrics for Click2Chat requests:
Number of requests for a contact originated from a Click2Chat Onsite Campaign | All |
| Contact requests |
| Metrics for Contact requests:
The requests made by users to be contacted, either through calls, chat, or another communication channel. | All |
| Contacts | Contacts | Metrics for Contacts:
| All |
| Contacts - Email | Outbound Campaigns Email | Metrics for Contacts - Email:
Number of users targeted in the email campaign. | All |
| Contacts - Push Notification | Outbound Campaigns Push Actions | Metrics for Contacts - Push Notification:
Number of users in the campaign list targeted to receibe the Push Notification. | All |
| Contacts - SMS | Outbound Campaigns SMS | Metrics for Contacts - SMS:
Number of SMS that were sent by a Campaign | All |
| Contacts - Voice | Outbound Campaigns Voice | Metrics for Contacts - Voice:
Number of Voice Contacts launched by Campaign | All |
| Contacts with cobrowse | Contacts | Metrics for Contacts with cobrowse:
Number of contacts with a co-browse session during the interaction with the customer. | All |
| Contacts with sales | Contacts Sales | Metrics for Contacts with sales:
Number of contacts that bought an RGU or a bundle. | All |
| Conversion value | Conversions | Metrics for Conversion value:
The monetary value assigned to a conversion (e.g. sale, booking, qualified lead). | All |
| Conversions | Conversions | Metrics for Conversions:
Total number of conversions | All |
| Credits |
| Metrics for Credits:
A unit of measurement representing the consumption of resources. | All |
| DTMF Success |
| Metrics for DTMF Success:
The interactions that achieved their intended outcome, such as a completed sale, resolved inquiry, or successful connection. | All |
| Duration |
| Metrics for Duration:
The time spent on a call or interaction from start to finish. | All |
| Effective Busy | Contact Center Activity | Metrics for Effective Busy:
The operator is actively engaged with a contact (e.g., during the actual conversation), excluding wrap-up, hold, or idle time. | All |
| Effective Busy Time | Contact Center Activity | Metrics for Effective Busy Time:
The exact time the operator was actively engaged in conversations, not counting waiting or wrap-up time. | All |
| Events | Events | Metrics for Events:
Events recorded on platform | All |
| Events with associated lead | Events | Metrics for Events with associated lead:
| All |
| Executions | IVR Nodes | Metrics for Executions:
The times the IVR system was triggered and processed an interaction. | All |
| Exit URL | Visits | Metrics for Exit URL:
| All |
| Fallback (Maximum executions) | IVR Nodes | Metrics for Fallback (Maximum executions):
The number of times a call reached the maximum allowed IVR interactions before being redirected or terminated. | All |
| Fallback (Time limit) | IVR Nodes | Metrics for Fallback (Time limit):
The number of times a call exceeded the predefined IVR time limit before being redirected or terminated. | All |
| Forwardings | IVR | Metrics for Forwardings:
The call was transferred or forwarded to another destination within the IVR system. | All |
| Has transcript? |
| Metrics for Has transcript?:
Indicates whether a transcript of the conversation (text version of the interaction) is available. | All |
| IVR Drop |
| Metrics for IVR Drop:
Shows the calls dropped during IVR interaction. | All |
| IVR duration (s) | IVR | Metrics for IVR duration (s):
The total time (in seconds) a caller spent navigating through the IVR system before reaching an agent, completing self-service, or exiting. | All |
| Influenced conversions |
| Metrics for Influenced conversions:
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. | All |
| Instances | IVR | Metrics for Instances:
Represent the times the IVR system was accessed, representing individual interactions initiated by callers. | All |
| Interactions |
| Metrics for Interactions:
Total number of user interactions with the system or panel | All |
| Last node | IVR Nodes | Metrics for Last node:
The final IVR node reached before the caller exited, transferred, or dropped from the system. | All |
| Leads |
| Metrics for Leads:
Total number of leads | All |
| Logged In Time | Contact Center Activity | Metrics for Logged In Time:
Total time the operator has been logged into the platform. | All |
| Node duration (ms) | IVR Nodes | Metrics for Node duration (ms):
The time (in milliseconds) a caller spent on a specific IVR node before moving to the next step or exiting. | All |
| Node interactions | Chatbot Stats | Metrics for Node interactions:
In a conversational flow or decision tree system, this would count specific interactions with individual nodes or decision points in the conversation path. This measures how users navigate through different parts of a structured conversation. | All |
| Node session expirations | Chatbot Stats | Metrics for Node session expirations:
Number of times user sessions timed out or expired while at specific nodes in the conversation flow. | All |
| Nr. of shopping cart items | ECommerce | Metrics for Nr. of shopping cart items:
Number of items in shopping carts | All |
| Nr. of shopping carts | ECommerce | Metrics for Nr. of shopping carts:
Number of Shopping Carts | All |
| Nr. of shopping carts with checkout | ECommerce | Metrics for Nr. of shopping carts with checkout:
Number of Shopping Carts associated with a checkout event | All |
| Ongoing Calls | Voice Stats | Metrics for Ongoing Calls:
| All |
| Page requests | Visits | Metrics for Page requests:
Number of times there is a page request on a visit | All |
| Pause | Contact Center Activity | Metrics for Pause:
The operator is in pause mode.
| All |
| Pending Callbacks | Contacts | Metrics for Pending Callbacks:
Number of contacts that were reschedule and still didn't reach the reschedule date. | All |
| Price of RGU | Contacts Sales | Metrics for Price of RGU:
Total value of the RGUs. | All |
| RGUs |
| Metrics for RGUs:
Total number of sold revenue generating units. | All |
| Refused | Onsite Campaigns | Metrics for Refused:
Number of Onsite Campaigns refused by the visitor | All |
| Removed | Segments Actions | Metrics for Removed:
Number of visitors removed from a segment | All |
| Sales | Contacts | Metrics for Sales:
Number of contacts where there is a positive count of Packages/RGUs and are considered as having a sale intention. | All |
| Schedule | Chatbot | Metrics for Schedule:
Count of scheduled appointments or meetings. | All |
| Scheduled calls | Voice Stats | Metrics for Scheduled calls:
| All |
| Session duration | Visits | Metrics for Session duration:
Duration of the session of the visitor on a website | All |
| Shopping carts value | ECommerce | Metrics for Shopping carts value:
Monetary value of the shopping carts | All |
| Short calls |
| Metrics for Short calls:
The calls that ended quickly, often before meaningful interaction could occur (e.g., under a set duration threshold). | All |
| Success |
| Metrics for Success:
| All |
| Time Available | Contact Center Activity | Metrics for Time Available:
Total time the operator was available with no active contact, ready to receive new contacts. | All |
| Time Busy | Contact Center Activity | Metrics for Time Busy:
Total time the operator spent handling active contacts (voice or chat). | All |
| Time Pause | Contact Center Activity | Metrics for Time Pause:
Total time spent in pause mode, regardless of subtype. | All |
| Total contacts | Leads | Metrics for Total contacts:
Number of contact associated to one Lead | All |
| Unique visitors |
| Metrics for Unique visitors:
Unique Visitor IDs related to a single visitor with one or more visits/sessions. | All |
| Unique visitors (accepted) | Onsite Campaigns | Metrics for Unique visitors (accepted):
Number of Unique Visitors who accepted a Onsite Campaign | All |
| Unique visitors (with influenced conversions) | Onsite Campaigns | Metrics for Unique visitors (with influenced conversions):
Number of Unique Visitors who interacted with an Onsite Campaign during a specific session/visits and converted | All |
| Unique visitors with impressions) | Onsite Campaigns | Metrics for Unique visitors with impressions):
Number of Unique Visitors who saw an Onsite Campaign | All |
| Unsuccess |
| Metrics for Unsuccess:
The interactions that did not achieve their intended outcome, including dropped or failed calls. | All |
| Usage of DTMF | IVR Nodes | Metrics for Usage of DTMF:
The interactions where callers used Dual-Tone Multi-Frequency (DTMF) keypad inputs to navigate the IVR. | All |
| Usage of voice | IVR Nodes | Metrics for Usage of voice:
The interactions where callers used voice commands instead of DTMF inputs. | All |
| Visits | Visits | Metrics for Visits:
Number of times a visitor visits the website | All |
| Voice Recognition Accuracy |
| Metrics for Voice Recognition Accuracy:
Displays the accurate voice recognitions. | All |
| Wait time |
| Metrics for Wait time:
The duration a caller spent waiting in the queue before being connected to an operator or chatbot. | All |
| Clicks |
| Metrics for Clicks:
Number of times a visitor interacted with a click on a campaign ( Open, Close, etc) | Broadcast |
| Entries | Onsite Campaigns | Metrics for Entries:
Number of times the visitor inserted his data on the request. | Broadcast |
| Impressions (Broadcast) | Onsite Campaigns | Metrics for Impressions (Broadcast):
| Broadcast |
| Requests | Onsite Campaigns | Metrics for Requests:
Number of times the visitor acessed the broadcast video. | Broadcast |
| Browser Views | Outbound Campaigns Actions | Metrics for Browser Views:
Number of times a campaign was open on the browser | Browser Views |
| Unique Browser Views | Outbound Campaigns Actions | Metrics for Unique Browser Views:
Unique number of times a campaign was open on the browser by a visitor | Browser Views |
| Duration (Click2Chat) | Contacts | Metrics for Duration (Click2Chat):
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. | Chat |
| Live Chat | Contacts | Metrics for Live Chat:
Number of Live Chat Contacts | Chat |
| Nodes used |
| Metrics for Nodes used:
The steps or decision points (nodes) a user interacted with in an IVR or chatbot flow. | Chat |
| Number of interactions |
| Metrics for Number of interactions:
Number of chat interactions that a contact performs. | Chat |
| Success (Click2Chat) | Contacts | Metrics for Success (Click2Chat):
Number of successfull Click2hat | Chat |
| Time on node |
| Metrics for Time on node:
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. | Chat |
| Transfer Requests | Contacts | Metrics for Transfer Requests:
Number of all chat that had an attempts to be transfered | Chat |
| Transfers with Success | Contacts | Metrics for Transfers with Success:
Number of chat transfers that were successfull | Chat |
| Transfers without Success | Contacts | Metrics for Transfers without Success:
Number of chat transfers attempts that weren'ts successfull | Chat |
| Unsuccess (Click2Chat) | Contacts | Metrics for Unsuccess (Click2Chat):
Number of unccessfull Click2hat | Chat |
| Unique Clicks | Outbound Campaigns Actions | Metrics for Unique Clicks:
Number of visitors with a click on an Outbound Campaing link | Clicks |
| Action executed | Outbound Campaigns SMS | Metrics for Action executed:
Number of SMS that had a link clicked | Contact status |
| Alert (soft bounce) | Outbound Campaigns Email | Metrics for Alert (soft bounce):
Emails that temporarily failed to deliver (e.g., mailbox full, server issue). | Contact status |
| Awaiting confirmation |
| Metrics for Awaiting confirmation:
Number of campaings pendidng to be delivered by campaign processing, possible queues or offline network. | Contact status |
| Clicked | Outbound Campaigns Push Actions | Metrics for Clicked:
Number of times a Push Notification was clicked by the visitor | Contact status |
| Closed | Outbound Campaigns Push Actions | Metrics for Closed:
Number of times a Push Notification was closed by the visitor | Contact status |
| Contacted | Outbound Campaigns Voice | Metrics for Contacted:
Number of finished Voice Contacts lauched by Campagin | Contact status |
| Contacting | Outbound Campaigns Voice | Metrics for Contacting:
Number of processing Voice Contacts lauched by Campagin | Contact status |
| Delivered | Outbound Campaigns Push Actions | Metrics for Delivered:
Number of times a Push Notification was impressed to the visitor | Contact status |
| Failed | Outbound Campaigns Push Actions | Metrics for Failed:
Number of times a Push Notification was failed to deliver to a visitor | Contact status |
| Finished with success | Outbound Campaigns Voice | Metrics for Finished with success:
Number of success of and Outbound Voice Campaign | Contact status |
| Finished without success | Outbound Campaigns Voice | Metrics for Finished without success:
Number of insuccesses of and Outbound Voice Campaign | Contact status |
| Ignored (blacklist) | Outbound Campaigns Email | Metrics for Ignored (blacklist):
Emails not sent due to the recipient being blacklisted. | Contact status |
| Ignored due to capping |
| Metrics for Ignored due to capping:
Emails not sent because the recipient reached the campaign's frequency limit. | Contact status |
| In contact | Outbound Campaigns Voice | Metrics for In contact:
Number of active Voice Contacts lauched by Campagin | Contact status |
| Read | Outbound Campaigns Email | Metrics for Read:
Emails successfully delivered and opened by recipients. | Contact status |
| Rescheduled | Outbound Campaigns Voice | Metrics for Rescheduled:
Number of resheduled Voice Contacts lauched by Campagin | Contact status |
| Returned (hard bounce) | Outbound Campaigns Email | Metrics for Returned (hard bounce):
Emails that permanently failed to deliver (e.g., invalid address, domain doesn't exist). | Contact status |
| Sent with success |
| Metrics for Sent with success:
Number of visitors that received the campaigns successfully | Contact status |
| Sent without success |
| Metrics for Sent without success:
Number of visitors that didn't receive the campaigns successfully | Contact status |
| To be sent | Outbound Campaigns Push Actions | Metrics for To be sent:
Number of Push Notifications still to deliver to the visitor. | Contact status |
| To contact | Outbound Campaigns Voice | Metrics for To contact:
Number of Voice Contacts still waiting to be processed lauched by Campagin | Contact status |
| Transferred to skill | Outbound Campaigns Voice | Metrics for Transferred to skill:
Number of times a Outbound Voice Campaign was transfered to the Contact Center | Contact status |
| Unsubscribed |
| Metrics for Unsubscribed:
Number of unsubscriptions originated from Campaigns | Contact status |
| Impressions |
| Metrics for Impressions:
Impressions happen when a visitor views an add in a page. For example, the visitor goes to a page and views an ad, the ad counts as an impression. | Content Feedback > All |
| Impressions (baseline) | Content | Metrics for Impressions (baseline):
The number of times a content, element, or experience was displayed to users without any A/B testing, segmentation, or profiling applied. | Content Feedback > All |
| Impressions (with A/B variants) | Content | Metrics for Impressions (with A/B variants):
The number of times a content or element was displayed, considering different A/B testing variants shown to users. | Content Feedback > All |
| Impressions (with profiles) | Content | Metrics for Impressions (with profiles):
The number of times a content or experience was displayed while factoring in user profiles for personalization. | Content Feedback > All |
| Impressions (with segments) | Content | Metrics for Impressions (with segments):
The number of times a content or experience was displayed, considering predefined audience segments. | Content Feedback > All |
| Unique sessions (with prints) | Content | Metrics for Unique sessions (with prints):
The number of distinct user sessions where at least one impression (content display) occurred. | Content Feedback > All |
| Unique visitors (with prints) | Content | Metrics for Unique visitors (with prints):
The number of distinct users who viewed at least one impression during their visit. | Content Feedback > All |
| Detail Type (experience) | Content | Metrics for Detail Type (experience):
The specific categorization or type of experience being tracked, such as a personalized webpage, chatbot flow, or campaign interaction. | Content Feedback > Content Event |
| Detail Type (segmentation) | Content | Metrics for Detail Type (segmentation):
The segmentation criteria or strategy used to tailor content, such as demographic, behavioral, or preference-based segmentation. | Content Feedback > Content Event |
| Unique contents | Content | Metrics for Unique contents:
The total number of distinct content pieces that were displayed to users. | Content Feedback > Content Event |
| Unique elements | Content | Metrics for Unique elements:
The total number of distinct UI components, elements, or features that were displayed and interacted with by users. | Content Feedback > Content Event |
| Impressions (Elements) | Onsite Campaigns | Metrics for Impressions (Elements):
| Elements |
| Form | Contacts | Metrics for Form:
Number of Form Contacts | Form |
| Available - Inbound | Contact Center Activity | Metrics for Available - Inbound:
Operator is available for inbound contacts. | Inbound |
| Busy - Inbound | Contact Center Activity | Metrics for Busy - Inbound:
Operator is handling inbound contacts. | Inbound |
| Time Available - Inbound | Contact Center Activity | Metrics for Time Available - Inbound:
Total time available the operator has for inbound interactions. | Inbound |
| Time Busy - Inbound | Contact Center Activity | Metrics for Time Busy - Inbound:
Total time busy the operator has for inbound interactions. | Inbound |
| Total Time Inbound | Contact Center Activity | Metrics for Total Time Inbound:
Full time dedicated to inbound activities (busy and available) | Inbound |
| Error message | Outbound Campaigns SMS | Metrics for Error message:
Number of SMS that returned and error message on the delivery | Others |
| Available - Outbound | Contact Center Activity | Metrics for Available - Outbound:
Operator is available for outboound interactions. | Outbound |
| Busy - Outbound | Contact Center Activity | Metrics for Busy - Outbound:
Operator is handling incoming contacts. | Outbound |
| Time Available - Outbound | Contact Center Activity | Metrics for Time Available - Outbound:
Total time available for inbound interactions. | Outbound |
| Time Busy - Outbound | Contact Center Activity | Metrics for Time Busy - Outbound:
Time spent on outbound activity. | Outbound |
| Total Time Outbound | Contact Center Activity | Metrics for Total Time Outbound:
Full time dedicated to outbound activities (busy and available) | Outbound |
| Closed leads | Leads | Metrics for Closed leads:
Total number of leads in closed status | State |
| Closed leads with sale | Leads | Metrics for Closed leads with sale:
Total number of leads in the closed state with sale(s) | State |
| Closed leads without sale | Leads | Metrics for Closed leads without sale:
Total number of leads in the closed state without sale(s) | State |
| Open Leads | Leads | Metrics for Open Leads:
Total number of leads in open status | State |
| Beginning of the call | IVR | Metrics for Beginning of the call:
When an IVR is displayed in the beggining of a call. | Trigger point |
| End of the call | IVR | Metrics for End of the call:
When an IVR is displayed at the end of a call. | Trigger point |
| mid-call | IVR | Metrics for mid-call:
| Trigger point |
| Success (VideoCall) | Contacts | Metrics for Success (VideoCall):
Number of successfull VideoCalls | Video |
| Unsuccess (VideoCall) | Contacts | Metrics for Unsuccess (VideoCall):
Number of unccessfull VideoCalls | Video |
| VideoCall | Contacts | Metrics for VideoCall:
Number of VideoCalls | Video |
| Unique Views | Outbound Campaigns Actions | Metrics for Unique Views:
Number of visitors with a view on an Outbound Campaign | Views |
| Views | Outbound Campaigns Actions | Metrics for Views:
| Views |
| Abandonment on queue (Click2Call) | Contacts | Metrics for Abandonment on queue (Click2Call):
The calls initiated via Click2Call that were abandoned by the caller while waiting in the queue before being connected. | Voice |
| Abandonment on queue (Inbound) | Contacts | Metrics for Abandonment on queue (Inbound):
The inbound calls abandoned by customers while waiting in the queue before reaching an operator. | Voice |
| Abandonment on queue (Outbound) | Contacts | Metrics for Abandonment on queue (Outbound):
The outbound calls where the customer did not answer, and the call was abandoned before completion. | Voice |
| Call waiting time | Contacts | Metrics for Call waiting time:
The time customers spent waiting in the queue before being answered or abandoning the call. | Voice |
| Call-center did not answer (Click2Call) | Contacts | Metrics for Call-center did not answer (Click2Call):
Click2Call attempts where the call center failed to answer the call. | Voice |
| Classified contacts (Click2Call) | Contacts | Metrics for Classified contacts (Click2Call):
The contacts that were successfully classified. | Voice |
| Client did not answer (Click2Call) | Contacts | Metrics for Client did not answer (Click2Call):
The Click2Call attempts where the client did not answer the call. | Voice |
| Client did not answer (Outbound) | Contacts | Metrics for Client did not answer (Outbound):
The outbound attempts where the client did not answer. | Voice |
| Contact center did not answer (Inbound) | Contacts | Metrics for Contact center did not answer (Inbound):
The inbound calls where the contact center did not answer. | Voice |
| Contact center did not answer (Outbound) | Contacts | Metrics for Contact center did not answer (Outbound):
The outbound calls initiated by the contact center that were not answered by an operator. | Voice |
| Credits (Click2Call) | Contacts | Metrics for Credits (Click2Call):
The credits used for Click2Call interactions. | Voice |
| Credits (Inbound) | Contacts | Metrics for Credits (Inbound):
The credits used for inbound calls. | Voice |
| Credits (Outbound) | Contacts | Metrics for Credits (Outbound):
The credits used for outbound calls. | Voice |
| Duration (Click2Call) | Contacts | Metrics for Duration (Click2Call):
The duration of Click2Call conversations since the contact center answer until the conversation ends. | Voice |
| Duration (Inbound) | Contacts | Metrics for Duration (Inbound):
The duration of inbound calls conversations since the contact center answer until the conversation ends. | Voice |
| Duration (Outbound) | Contacts | Metrics for Duration (Outbound):
The duration of outbound calls conversations between operator and customer. | Voice |
| Human validation | Contacts | Metrics for Human validation:
| Voice |
| Identified contacts (Click2Call) | Contacts | Metrics for Identified contacts (Click2Call):
This metric represents the Click2Call contacts where the caller's identity has been successfully recognized. | Voice |
| Inbound | Contacts | Metrics for Inbound:
Represents the inbound voice contacts received by the contact center. | Voice |
| Invalid - Client (Click2Call) | Contacts | Metrics for Invalid - Client (Click2Call):
The Click2Call contacts marked as invalid due to an issue on the client's side, such as incorrect input, failed verification, or abandoned calls. | Voice |
| Invalid - Contact Center (Click2Call) | Contacts | Metrics for Invalid - Contact Center (Click2Call):
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. | Voice |
| Outbound | Contacts | Metrics for Outbound:
Represents the voice contacts initiated by the contact center. | Voice |
| Short calls (Click2Call) |
| Metrics for Short calls (Click2Call):
The short-duration calls specifically from Click2Call interactions. | Voice |
| Short calls (Inbound) |
| Metrics for Short calls (Inbound):
The short-duration inbound calls. | Voice |
| Success (Click2Call) | Contacts | Metrics for Success (Click2Call):
The Click2Call contacts that were successfully completed, meaning the call was connected and contact center answered. | Voice |
| Success (Inbound) | Contacts | Metrics for Success (Inbound):
The inbound calls successfully handled by the contact center, where the call was connected and contact center answered. | Voice |
| Success (Outbound) | Contacts | Metrics for Success (Outbound):
The outbound calls that were successfully completed, meaning the call was answered, and the intended communication took place. | Voice |
| Success classified (Click2Call) | Contacts | Metrics for Success classified (Click2Call):
| Voice |
| Time until call | Contacts | Metrics for Time until call:
The time that has elapsed since the call was requested until the customer was actually called | Voice |
| Total call duration | Contacts | Metrics for Total call duration:
The total time from when a call is answered by the customer until it ends, including both conversation time and any hold time. | Voice |
| Unsuccess (Click2Call) | Contacts | Metrics for Unsuccess (Click2Call):
| Voice |
| Unsuccess (Inbound) | Contacts | Metrics for Unsuccess (Inbound):
| Voice |
| Unsuccess (Outbound) | Contacts | Metrics for Unsuccess (Outbound):
| Voice |
| Unsuccess - Silence (Click2Call) | Contacts | Metrics for Unsuccess - Silence (Click2Call):
| Voice |
| Unsuccess - Voicemail (Click2Call) | Contacts | Metrics for Unsuccess - Voicemail (Click2Call):
| Voice |
| Impressions (Widget) | Onsite Campaigns | Metrics for Impressions (Widget):
| Widget |
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