Metric design: Worked example
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Metric Design: Worked Example

Administrators only

This section explains how the 6-step Metric Design Strategy can help you to design and implement count and aggregate metrics from the beginning.

Required metric

Purpose

Total Incoming Calls Connected

To measure the total number of incoming calls that were connected to agents.

Average Incoming Talk Time

To measure the average talk duration of agents on incoming and any subsequently transferred calls.

Average Outgoing Talk Time

To measure the average talk duration of agents on outgoing calls.

Step 1: Generate Communication Data

 

 

 

Access point.

Dimensional values for the date and time range in which the report is run.

Metric values broken down across each dimensional value.

Recalculated metric totals.

 

In the organisational setup shown above, the following test calls were made at the times indicated.

Call

Time

Method

Outcome

Talk Time

1

10.15

Call to AP, option 1

Caller hung up in IVR

N/A

2

10.16

Call to AP, option 1

Caller routed to agent group. Answered by agent Craig Milliband.

2 minutes

3

10.19

Call to AP, option 2

Caller routed to agent group. Answered by agent Stephen Dodd.

20 seconds

4

10.21

Call to AP, option 2

Caller routed to agent group. No answer

N/A

5

10.22

Call to AP, option 3

Caller routed to agent group. Answered by Agent Edward Redwood.

40 seconds

6

10.24

Call to AP, option 1

Caller routed to agent group. Answered by agent Craig Milliband.

1 minute

7

10.26

Outgoing call from agent Edward Redwood via storm DTA paired to deskphone

Call answered by external party

2 minutes of talk time to caller

8

10.56

Outgoing call from agent Craig Milliband via storm DTA paired to deskphone

Call answered by external party

3 minutes of talk time to caller

Note: to ensure that your metrics will be robust, it is useful to include interactions that are not expected to affect the computed metric value. This can be hung up or answered calls, for example. (Call 1 and 4 above.)

Step 2: Choose the Historical Data Sources

The table of recommended historical data sources in Historical Data Sources recommends that the following data sources should be used for the required metrics:

Required metric

Data source

Total Incoming Calls Connected

Contact Actions

Average Incoming Talk Time

Contact Actions

Average Outgoing Talk Time

Contact Data Records

 

 

Step 3: Make Manual Calculations From a Data Export Report

Create the following data export report using the Contact Actions data source to display the records for incoming calls that were associated with a queue (calls 2 to 6). See Create a Historical Data Export Report.

Note that, in this particular data source, the Action Date/Time field records the date and time at which the call ended rather than started (so, call 2 ended at 10:18:42). The Talk Time field must be included because it is what our metric is going to measure.

2019-11-21 10:18:42

initial

disconnect

Craig Milliband

120.48

2019-11-21 10:20:04

initial

disconnect

Stephen Dodd

20.7

2019-11-21 10:21:25

initial

disconnect

 

0

2019-11-21 10:23:11

initial

disconnect

Edward Redwood

40.67

2019-11-21 10:25:21

initial

disconnect

Craig Milliband

60.45

Manual calculation for Incoming connected calls = 4. This is a count of the four highlighted rows. The third row is for the unanswered call (call 4).

Manual calculation for average incoming talk time = 60.57 seconds. This is the average of the four highlighted rows.

Create the following data export report using the Contact Data Records data source to display the records for all eight calls. Again, the Talk Time field must be included.

2019-11-21 10:15:53

I

01617742430

 

 

 

2019-11-21 10:16:29

I

01617742430

I

120.13

1

2019-11-21 10:16:37

O

001565192de5

I

120.03

1

2019-11-21 10:19:27

I

01617742430

I

20.39

1

2019-11-21 10:19:36

O

WebiPath_129_63388

I

20.25

1

2019-11-21 10:21:07

I

01617742430

I

0

1

2019-11-21 10:21:19

O

WebiPath_129_63388

I

0

1

2019-11-21 10:22:21

I

1617742430

I

40.38

1

2019-11-21 10:22:27

O

BCC3424BB6C8

I

40.3

1

2019-11-21 10:24:12

I

01617742430

I

60.16

1

2019-11-21 10:24:18

O

001565192de5

I

60.05

1

2019-11-21 10:26:13

O

BCC3424BB6C8

O

130.36

1

2019-11-21 10:26:20

O

07700900388

O

120.73

0

2019-11-21 10:56:18

O

001565192de5

O

190.97

1

2019-11-21 10:56:24

O

07700900388

O

180.39

0


Manual calculation for average outgoing talk time = 150.56 seconds. This is the average of the two highlighted talk times on the two outgoing calls.

Note: the Contact Data Records data source writes a record for each part of a call. The last four rows of the data export relate to the two DTA-initiated outgoing calls (calls 7 and 8). The initial legs of each of these two calls are the outbound legs to the agents who answered their ringing phones in order to be connected to their destinations. These legs report higher talk times (130.36 and 190.97 seconds) because they include the connected times that begin as soon as the agents pick up their ringing phones. The true connection times between the agents and the called parties are provided on the outbound legs to the called parties (highlighted values). See the storm VIEW Historical Data Source Reference Guide to find out what values are written to each leg of a call for all fields in the Contact Data Records data source.

Step 4: Filter the Data Export Reports

See the storm VIEW Historical Data Source Reference Guide to see which data export fields can be filtered.

In the Contact Actions data export report, applying the filter Talk Time > 0 hides the row that should not be used in the computation of the manually calculated values. The result of this is shown below:

2019-11-21 10:18:42

initial

disconnect

Craig Milliband

120.48

2019-11-21 10:20:04

initial

disconnect

Stephen Dodd

20.7

2019-11-21 10:23:11

initial

disconnect

Edward Redwood

40.67

2019-11-21 10:25:21

initial

disconnect

Craig Milliband

60.45

Similarly, in the Contact Data Records data export, applying the filters Agent Call Direction = Outbound and Original Internal Called Party? = 0 hides the rows that should not be used in the computation of the manually calculated values. The result of this is shown below:

2019-11-21 10:26:20

O

07700900388

O

120.73

0

2019-11-21 10:56:24

O

07700900388

O

180.39

0

Step 5: Create the Custom Metrics

The three metrics can now be designed on the basis of the filtered data export reports.

Metric

Purpose

Design

Total Incoming Calls Connected

Count the number of rows in the Contact Actions data export

Metric name: Incoming Calls Connected

Type: Count

Filter: Talk Time > 0

Average Incoming Talk Time

Calculate the average of the values in the Talk Time field of the Contact Actions data export.

Metric name: Average Incoming Talk Time

Type: Aggregate

Aggregate type: Average

Aggregate field: Talk Time

Filter: Talk Time > 0

Average Outgoing Talk Time

Calculate the average of the values in the Talk Time field of the Contact Data Records data export.

Metric name: Average Outgoing Talk Time

Metric type: Aggregate

Aggregate type: Average

Aggregate field: Talk Time

Filters: Agent Call Direction = Outbound; Original Internal Called Party = False

See Create a Metric: Count and Create a Metric: Aggregate.

When working on both a data export report and a custom report at the same time, it may help to look at the two side-by-side on your screen.

You can do this using two adjacent browser tabs without having to log in to VIEW separately. To do this, right-click the browser tab showing the data export report and then select the duplicate command from the context menu (the name of this command may vary across different browsers). This opens the editor on an adjacent tab allowing you to switch between the two tabs quickly.

In the illustration above, the report on the left tab is a data export report; the report on the right tab is a custom report.

Step 6: Test the Metrics

The metrics when added to the custom report return these values, which should match the manually calculated values.

This is the Contact Actions custom report:

Total Incoming Calls Connected

Average Incoming Talk Time

4

60.57

This is the Contact Data Records custom report:

Average Outbound Talk Time

150.56