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Metrics

Name

Description

Formula

art

ART

Average time for every answer

Weighted average of ARTs for each completed interaction_stats record in the corresponding period. The weighted average weight is done with the number of messages.

inMessages

Inbound messages

Number of inbound messages

outMessages

Outbound messages

Number of outbound messages

serviceLevel

Service level

Service level percentage

(Number of attended inbound interactions within the service level * 100) / number of inbound interactions.

Only the interactions attended within the period are taken into account.

inInteractions

Inbound interactions

Number of inbound interactions

averageHoldTime

Hold time

Average hold time

(sum of wait time / number of inbound interactions)

Only the interactions attended within the period are taken into account.

outInteractions

Outbound interactions

Number of outbound interactions

transferedAgents

Transferred agents

Number of transferred agents

averageAttendedTime

Attended time

Average attended time

(sum of attended time / number of completed interactions)

Only the interactions completed within the period are taken into account.

transferedCampaigns

Transferred campaigns

Number of transferred campaigns

averageFirstResponse

First response

Average first response

(sum of first response time / inbound interactions)

Only the interactions completed within the period are taken into account.

attendedInInteractions

Attended interactions

Number of attended interactions

completedInInteractions

Completed inbound interactions

Number of completed inbound interactions

attendedTransferedAgents

Attended transferred agents

Number of attended transferred agents

completedOutInteractions

Completed outbound interactions

Number of completed outbound interactions

averageTimeInInteractions

Average inbound interactions

Average time of inbound interactions

(sum of inbound interactions' duration / number of inbound interactions)

Only the interactions completed within the period are taken into account.

averageTimeOutInteractions

Average outbound interactions

Average time of outbound interactions

(sum of outbound interactions' duration / number of outbound interactions)

Only the interactions completed within the period are taken into account.

fte

Full-time equivalent

Number of login seconds of all campaign agents for the period

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