Campaign Stats
Metrics | Name | Description | Formula |
|---|---|---|---|
| ART | Average time for every answer | Weighted average of ARTs for each completed |
| Inbound messages | Number of inbound messages |
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| Outbound messages | Number of outbound messages |
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| 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 |
| Inbound interactions | Number of inbound interactions |
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| Hold time | Average hold time | (sum of wait time / number of inbound interactions) Only the interactions attended within the period are taken into account |
| Outbound interactions | Number of outbound interactions |
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| Transferred agents | Number of transferred agents |
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| Attended time | Average attended time | (sum of attended time / number of completed interactions) Only the interactions completed within the period are taken into account |
| Transferred campaigns | Number of transferred campaigns |
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| First response | Average first response | (sum of first response time / inbound interactions) Only the interactions completed within the period are taken into account |
| Attended interactions | Number of attended interactions |
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| Completed inbound interactions | Number of completed inbound interactions |
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| Attended transferred agents | Number of attended transferred agents |
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| Completed outbound interactions | Number of completed outbound interactions |
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| 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 |
| 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 |
| Full-time equivalent | Number of login seconds of all campaign agents for the period |
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| 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 |
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| Abandoned | Total number of interactions abandoned. Only applies to Webchat and telephony |
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| Abandoned before service level | Number of interactions abandoned before the service level time. It only applies to Webchat and telephony |
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| Abandoned after service level | Number of interactions abandoned after the service level time |
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| Attended before service level | Number of interactions served before the service level time |
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| Attended after level of service | Number of interactions served after the service level time |
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| Client Average Sentiment | Average sentiment analysis of client messages |
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| Agent Average Sentiment | Average sentiment analysis of agent messages |
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| Interaction Average Sentiment | Average sentiment analysis of interaction messages |
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| Client Median Sentiment | Median sentiment analysis of client messages |
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| Agent Median Sentiment | Median sentiment analysis of agent messages |
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| Sentiment Median Sentiment | Median sentiment analysis of interaction messages |
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| External transfers | Number of interactions transferred to an external number. |
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| Survey scores | Array of scores from surveys campaigns |
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| Survey average | Survey average score. | Sum of scores / number of surveys completed |
| Out of time | Numbers of calls received out of time. |
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| Virtual Hold | Number of calls put on virtual hold. |
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| AMD (Answer Machine Detection) | The total number of times calls have been put on virtual hold within a specific time period |
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