Standard Historical Metrics Reference

This section describes the VIEW library of standard metrics that are available for you to select in the Report Builder when creating a custom report.

See the Understanding VIEW historical reports section of the storm VIEW User Guide for information about the use of metrics in custom historical reports.

Metric Compatibility Across Reports

Metric design is covered in Metric design strategy.

 

Metrics in CONTACT Data Records

  Basic

  FLOW

  UC

  CONTACT

  LOCK/PADLOCK

  LINK

  OUTBOUND

  MATRIX

  Messages

  Web Chat

  Digital Channels

 

Metrics in CONTACT Actions

Metrics in OUTBOUND Status Change

Metrics in CONTACT Agent Activity

Metrics in FLOW Action Cell Log

Metrics in LOCK Transactions

Metrics in Licence Usage

Metrics in Organisation Licence Usage

Metrics in CKS Export

 

Metrics in CONTACT Data Records

Standard metrics in the CONTACT Data Records data source are listed below:

Basic Metrics

Unique Callers Landline Callers Mobile Callers Non-Geographic Callers

FLOW Metrics

Total Anonymous Queues Entered Total Anonymous Queues Abandoned Total Anonymous Queues Withdrawn From Total Anonymous Queues Routed Avg Anonymous Queue Wait Duration Longest Anonymous Queue Wait Duration Total Anonymous Queue Wait Duration Avg Abandoned Anonymous Queue Wait Duration Longest Abandoned Anonymous Queue Wait Duration Total Abandoned Anonymous Queue Wait Duration Avg Withdrawn Anonymous Queue Wait Duration Longest Withdrawn Anonymous Queue Wait Duration Total Withdrawn Anonymous Queue Wait Duration Avg Routed Anonymous Queue Wait Duration Longest Routed Anonymous Queue Wait Duration Total Routed Anonymous Queue Wait Duration   Counts Ended in IVR   Durations Avg Duration in IVR Total Duration in IVR

UC Metrics

Counts Incoming Communications Incoming Calls External Incoming Calls Busy Outgoing Communications Outgoing Calls (Manual) Outgoing Answered Calls Calls (Incoming and Outgoing) Internal Calls Internal Calls Connected Internal Calls Busy Internal Calls Unanswered Calls Transferred Calls to Voicemail Calls by Verified Users Calls by Unverified Users     Durations Avg Incoming Call Duration Longest Incoming Call Duration Shortest Incoming Call Duration Total Incoming Call Duration Avg Incoming Hold Duration (Held calls) Longest Incoming Hold Duration Total Incoming Hold Duration Avg Outgoing Ringing Duration Longest Outgoing Ringing Duration Shortest Outgoing Ringing Duration Total Outgoing Ringing Duration Longest Outgoing Call Duration Shortest Outgoing Call Duration Avg Outgoing Talk Duration Total Outgoing Talk Duration Avg Outgoing Hold Duration Total Outgoing Hold Duration Avg Internal Call Duration Longest Internal Call Duration Shortest Internal Call Duration Total Internal Call Duration Avg Recording Duration Shortest Recording Duration Longest  Recording Duration Total Recording Duration

CONTACT Metrics

Counts Incoming Communication Attempts Answered Communications Incoming Call Attempts Total Call Attempts (Incoming/Outgoing) Calls Transferred to Queue Incoming Calls Offered Incoming Calls Connected % Incoming Calls Connected % Answer Rate (Connected/Offered) Answered Calls Failed Calls Service Level Total Callback Calls Answered Callback Calls Transfers to Agents Transfers to External Parties Agent Outgoing Call Attempts Agent Outgoing Calls Connected % Outgoing Calls Connected Outgoing Transfers   Durations Avg Agent Ringing Duration Longest Agent Ringing Duration Shortest Agent Ringing Duration Total Agent Ringing Duration Avg Incoming Call Handling Duration Avg Incoming Talk Duration Total Incoming Talk Duration Avg Wrap Duration (Incoming Calls) Longest Wrap Duration (Incoming Calls) Shortest Wrap Duration (Incoming Calls) Total Wrap Duration (Incoming Calls) Agent Incoming Hold Duration Total Callback Talk Duration Total Callback Hold Duration Total Callback Wrap Duration Avg Agent Outgoing Talk Duration Agent Outgoing Talk Duration Avg Wrap Duration (Outgoing Calls) Total Wrap Duration (Outgoing Calls) Avg Agent Talk Duration Total Agent Talk Duration Avg Wrap Duration (Incoming/Outgoing) Total Wrap Duration

LOCK/PADLOCK Metrics

Counts Total Transactions Total Payment Value

LINK Metrics

Attempted LINK Video Interactions Successful LINK Video Interactions Unaccepted LINK Video Interactions Failed LINK Video Interactions

OUTBOUND Metrics

Counts OUTBOUND Connected Calls OUTBOUND Preview Rejected Calls   Durations Avg OUTBOUND Talk Duration Total OUTBOUND Talk Duration Avg OUTBOUND Hold Duration Total OUTBOUND Hold Duration Avg OUTBOUND Wrap Duration Total OUTBOUND Wrap Duration

MATRIX Metrics

Counts Abandoned Calls   Durations Avg Answer Duration Longest Answer Duration Shortest Answer Duration Avg Release Duration Longest Release Duration Shortest Release Duration

Messages Metrics

All Avg Message Handling Duration Longest Message Handling Duration Shortest Message Handling Duration Total Message Handling Duration   Emails Incoming Emails Queued Emails Routed Emails Emails (Requeued & transferred) Emails Forwarded % Emails Forwarded Emails Transferred to Queue % Emails Transferred to Queue Emails Deleted % Emails Deleted Emails Ignored % Emails Ignored Emails Marked for Follow Up % Emails Marked for Follow Up Emails Followed Up % Emails Followed Up Emails Requeued % Emails Requeued Emails Requeued after Timeout % Emails Requeued After Timeout Emails Replied To Emails Replied To (<48 hours) % Emails Replied To (<48 hrs) Email Replies % Email Replies Emails Completed % Emails Completed Emails Initiated Outgoing Email Messages Avg Email Handling Duration Longest Email Handling Duration Shortest Email Handling Duration Total Email Handling Duration     SMS SMS Messages Incoming SMS Messages Outgoing SMS Messages Ignored SMS Messages Deleted SMS Messages Avg SMS Handling Duration Longest SMS Handling Duration Shortest SMS Handling Duration Total SMS Handling Duration

Web Chat Metrics

For Web Chat 1.0 only. For Web Chat 2.0, use the metrics in the 'All' sub-category of Messages and Digital Channels.

Counts Connected Web Chats Web Chats Lost in Queue   Durations Avg Web Chat Duration Longest Web Chat Duration Shortest Web Chat Duration Total Web Chat Duration Avg Agent Time to Respond to Web Chat Avg Web Chat Handling Duration

Digital Media Metrics

All Total Social Media Messages   Facebook Facebook Posts Facebook Public Messages Facebook DMs Avg Facebook Public Message Handling Duration Facebook Public Message Handling Duration Avg Facebook DM Handling Duration Facebook DM Handling Duration   Twitter Twitter Messages Tweets Twitter DMs Outgoing Twitter Messages Avg Tweet Handling Duration Longest Tweet Handling Duration Shortest Tweet Handling Duration Total Tweet Handling Duration Avg Twitter DM Handling Duration Longest Twitter DM Handling Duration Shortest Twitter DM Handling Duration Total Twitter DM Handling Duration

Metrics in CONTACT Actions

Standard metrics in the CONTACT Actions data source are listed below:

Queued Call Count Queued Calls Connected Calls Overflowed from Queue Calls Transferred to Queue Overflow Calls Queued Calls Connected Inside SLA % Queued Calls Connected Inside SLA % Routed Rate Queued Calls Disconnected Queued Calls Disconnected Inside SLA % Queued Calls Disconnected Inside SLA Avg Call Abandon Duration Calls Lost in Queue Calls Lost in Queue (< 5s) Calls Lost in Queue (5-30s) % Lost Rate % SLA

Avg Speed to Answer Avg Call Handling Duration Avg Talk Duration Total Talk Duration Avg Hold Duration Total Hold Duration Avg Wrap Duration Total Wrap Duration Callback Requests Total Wait Duration before Callback Request Total Wait Duration After Callback Request Serviced Callback Requests Longest Wait Duration (Answered Calls) Total Wait Duration (Answered Calls) Longest Wait Duration (Unanswered Calls) Total Wait Duration (Unanswered Calls)

Metrics in OUTBOUND Status Change

For information about this data source, see the OUTBOUND Status Change data source.

Completed OUTBOUND Records Retried OUTBOUND Records (Same Number)

Metrics in CONTACT Agent Activity

Standard metrics in the CONTACT Agent Activity data source are listed below:

Log On First Log-on Time Last Log-off Time   Counts Available Agents % Available OUTBOUND Preview Calls   Durations Total Logged On Duration Total Logged Off Duration Total Available Duration Total Unavailable Duration Avg Call Setup Duration Longest Call Setup Duration Shortest Call Setup Duration Total Call Setup Duration Total Inbound Call Duration Total Incoming Hold Duration

Total Outgoing Call Duration Total Outgoing Talk Duration Avg Outgoing Hold Duration Total Outgoing Hold Duration Total Hold Duration Productive % Productive Avg Wrapup Duration Longest Wrapup Duration Shortest Wrapup Duration Total Wrapup Duration Total OUTBOUND Call Duration Total OUTBOUND Talk Duration Avg OUTBOUND Hold Duration Total OUTBOUND Hold Duration Avg Preview Duration Total Preview Duration Total Setup Duration Total Twitter Setup Duration Total Twitter Handling Duration Total Facebook Setup Duration Total Facebook Handling Duration Total Status Durations (All Statuses)

Metrics in FLOW Action Cell Log

Standard metrics in the data source are listed below:

Script Calls Unique Calls

Metrics in LOCK Transactions

Standard metrics in the LOCK Transactions data source are listed below:

Total Transactions Total Payment Value

Metrics in Licence Usage

Standard metrics in the Licence Usage data source are listed below:

Licence Usage Licences Acquired Licences Released

Licence Usage by Site/User Group Avg Concurrent Licences Highest Concurrent Licences Lowest Concurrent Licences Avg Contingent Licences Highest Contingent Licences Lowest Contingent Licences

Metrics in Organisation Licence Usage

Standard metrics in the Organisation Licence Usage data source are listed below:

Avg Concurrent Licences Highest Concurrent Licences Lowest Concurrent Licences Avg Contingent Licences Highest Contingent Licences Lowest Contingent Licences

Metrics in CKS Export

Standard metrics in the CKS Export data source are listed below:

Open Cases