Metrics | Name | Description | Formula |
---|---|---|---|
| Guid | Unique interaction ID | |
| Start date | Interaction start date | |
| End date | Interaction end date | |
| Interaction channel | Interaction channel: it can be | |
| Client name | Client name | |
| Client ID | Client ID | |
| Abandon | Indicates if the interaction was abandoned or not. It only applies to Webchat | |
| Hold time | Interaction hold time: from when it entered the queue until it got attended | (attended date - start date) |
| Duration | Interaction duration: from when it entered the queue until it finished | (end date - start date) |
| Attention time | Interaction attention time: from when it was attended until it finished | (end date - attended date) |
| Direction | It indicates if the interaction was created with a client’s message or if it was started by an agent: it can be | |
| Number of inbound messages | Number of the interaction’s inbound messages | |
| Number of outbound messages | Number of the interaction’s outbound messages | |
| Attended date | Interaction attended date | |
| Attended by agent date | Interaction attended by agent date. If a bot attends the interaction, | |
| First response date | First response date, from the first outbound message | |
| ART | Average agent’s answer time. The first message is not taken into account for the calculation. | |
| First response time | First response time, from when the interaction got into the queue until the first message is sent | (first response date - start date) |
| Campaign | Interaction campaign name | |
| Agent name | Name of the agent that attended the interaction | |
| Email subject | Interaction email subject: it only applies to email interactions | |
| Finished by client | It indicates if the interaction was finished by the client or not, it only applies to Webchat | |
| Data | Interaction personalized information. It is defined with the method | |
| Client Average Sentiment | Average sentiment analysis of client messages |
|
| Agent Average Sentiment | Average sentiment analysis of agent messages |
|
| Interaction Average Sentiment | Average sentiment analysis of interaction messages |
|
| Client Median Sentiment | Median sentiment analysis of client messages |
|
| Agent Median Sentiment | Median sentiment analysis of agent messages |
|
| Sentiment Median Sentiment | Median sentiment analysis of interaction messages |
|
| External transfers | Indicates if the call was transferred to an external number. | |
| Virtual hold | Indicates if the call entered virtual hold. | |
| Ring time | Time of outbound call until is answered by the client. |
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