Campaign Stats

Metrics

Name

Description

Formula

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

 

occupation

Occupation

Number of seconds of occupation of all the agents belonging to the campaign. The occupancy is the same as that belonging to the agents in agent_stats, which means that it includes all interaction seconds, even when the interactions are from other campaigns

 

abandoned

Abandoned

Total number of interactions abandoned. Only applies to Webchat and telephony

 

abandonedBeforeServiceLevel

Abandoned before service level

Number of interactions abandoned before the service level time. It only applies to Webchat and telephony

 

abandonedAfterServiceLevel

Abandoned after service level

Number of interactions abandoned after the service level time

 

attendedBeforeServiceLevel

Attended before service level

Number of interactions served before the service level time

 

attendedAfterServiceLevel

Attended after level of service

Number of interactions served after the service level time

 

sentimentClientAvg

Client Average Sentiment

Average sentiment analysis of client messages

 

sentimentAgentAvg

Agent Average Sentiment

Average sentiment analysis of agent messages

 

sentimentInteractionAvg

Interaction Average Sentiment

Average sentiment analysis of interaction messages

 

sentimentClientMedian

Client Median Sentiment

Median sentiment analysis of client messages

 

sentimentAgentMedian

Agent Median Sentiment

Median sentiment analysis of agent messages

 

sentimentInteractionMedian

Sentiment Median Sentiment

Median sentiment analysis of interaction messages