Metric: No answer on ring (timeout)
Channel: Voice
Direction: Inbound
Description: Agent device rings, agent does not answer within specifiec timeout.
Metric: No answer on ring (rejected)
Channel: Voice
Direction: Inbound
Description: Agent device rings, agent rejects call.
Metric: No answer on ring (total)
Channel: Voice
Direction: Inbound
Description: No answer on ring (timeout) + No answer on ring (rejected)
Metric: Agent offered (Answered + Timeout + Rejected)
Channel: Voice
Direction: Inbound
Description: Sum of offered calls to agent. Includes Answered, Rejected, Timeout
Metric: Agent answer rate (Answered of Agent offered)
Channel: Voice
Direction: Inbound
Description: Answered calls divided by Agent offered (Answered + Timeout + Rejected) in %
Metric: Unmanaged calls
Channel: Voice
Direction: Inbound
Description: Customer exits queue for the following reasons, Joinempty, Leavewhenempty and exitwithkey.
Metric: Timeout
Channel: Voice
Direction: Inbound
Description: Customer exits queue for the following reason, timeout.
Metric: ACW
Channel: Voice
Direction: Inbound
Description: Total ACW on answered inbound calls
Metric: ACW avg.
Channel: Voice
Direction: Inbound
Description: Average ACW on answered inbound calls
Metric: Handling time (answered)
Channel: Voice
Direction: Outbound
Description: Total handling time for answered outbound calls. (Wait time + talk time)
Metric: Handling time avg. (answered)
Channel: Voice
Direction: Outbound
Description: Handling time (answered) divided by Answered Calls (outbound)
Metric: Handling time
Channel: Voice
Direction: Outbound
Description: Total handling time for all outbound calls. (Wait time + talk time)
Metric: Handling time avg.
Channel: Voice
Direction: Outbound
Description: Handling time divided by Offered calls (Outbound)(answered + abandoned + unmanaged + timeout)
Metric: Handling time
Channel: Voice
Direction: Inbound
Description: Total handling time for inbound calls. (Talk time + ACW)
Metric: Handling time avg.
Channel: Voice
Direction: Inbound
Description: Handling time divided by Answered (Inbound)
Metric: Dialer dropped
Channel: Voice
Direction: Outbound
Description: Contact picks up dialer call, hangs up before beeing connected to agent.
Metric: Dialer closed
Channel: Voice
Direction: Outbound
Description: Contact closed for following reasons. (Answered, closed by retrysetting thresh hold)
Metric: Outbound answered + dropped
Channel: Voice
Direction: Outbound
Description: Dialer outbound answered calls + dropped calls
Metric: Dialer fresh contacts (MAX)
Channel: Voice
Direction: No specific direction
Description: Maximum number of fresh contacs in the Campaign
Metric: Dialer fresh contacts (MIN)
Channel: Voice
Direction: No specific direction
Description: Minimum amount of fresh contacs in the Campaing
Metric: Dialer open contacts (MAX)
Channel: Voice
Direction: No specific direction
Description: Maximum amount of open contacts in the Campaign
Metric: Dialer open contacts (MIN)
Channel: Voice
Direction: No specific direction
Description: Minimum amount of open contacts in the Campaign
Metric: Dialer originated (MAX)
Channel: Voice
Direction: No specific direction
Description: Maximum number of calls made by the dialer for the selected campaigns.
Metric: Abandoned (with threshold)
Channel: Voice
Direction: Inbound
Description: Number of abandoned calls with hold time over the threshold.
Metric: Abandoned rate (with threshold) (of total abandoned)
Channel: Voice
Direction: Inbound
Description: Total abandoned calls with a wait time greater than selected number of seconds in metric settings, divided by total number of abandoned calls.
Metric: Abandoned rate (with threshold) (of offered)
Channel: Voice
Direction: Inbound
Description: Total abandoned calls with a wait time greater than selected number of seconds in metric settings, divided by total number of offered calls.
Metric: SLA (total)
Channel: Voice
Direction: Inbound
Description: Total amount of calls answered or abandoned within specified time
Metric: SLA (abandoned)
Channel: Voice
Direction: Inbound
Description: Total amount of calls abandoned within specified time
Metric: SLA (answered)
Channel: Voice
Direction: Inbound
Description: Total amount if calls answered within specified time
Metric: SLA rate (answered)
Channel: Voice
Direction: Inbound
Description: % of calls answered within specified time
Metric: SLA rate (abandoned)
Channel: Voice
Direction: Inbound
Description: % of calls abandoned within specified time
Metric: SLA rate (total)
Channel: Voice
Direction: Inbound
Description: % of calls answered or abandoned within specified time
Metric: Answered calls
Channel: Voice
Direction: No specific direction
Description: Number of answered inbound + outbound calls, ongoing calls included
Metric: Answered calls
Channel: Voice
Direction: Inbound
Description: Number of answered inbound calls, ongoing calls included
Metric: Answered calls
Channel: Voice
Direction: Outbound
Description: Number of answered outbound calls, ongoing calls included
Metric: Finished answered calls
Channel: Voice
Direction: No specific direction
Description: Number of finished answered inbound + outbound ended calls
Metric: Finished answered inbound calls
Channel: Voice
Direction: Inbound
Description: Number of answered inbound ended calls
Metric: Finished answered outbound calls
Channel: Voice
Direction: Outbound
Description: Number of answered outbound ended calls
Metric: Abandoned (none answered)
Channel: Voice
Direction: No specific direction
Description: Inbound and Outbound calls not answered
Metric: Abandoned (none answered)
Channel: Voice
Direction: Inbound
Description: Inbound calls not answered
Metric: Abandoned
Channel: Voice
Direction: Outbound
Description: Outbound calls not answered by recipient
Metric: Offered calls (answered + abandoned + unmanaged + timeout)
Channel: Voice
Direction: No specific direction
Description: Offered: Answered + Abandoned
Metric: Offered calls (answered + abandoned + unmanaged + timeout)
Channel: Voice
Direction: Inbound
Description: Offered: Answered + Abandoned
Metric: Offered calls (answered + abandoned + unmanaged + timeout)
Channel: Voice
Direction: Outbound
Description: Offered: Answered + Abandoned
Metric: Answer rate (of offered)
Channel: Voice
Direction: No specific direction
Description: % of answered calls
Metric: Answer rate (of offered)
Channel: Voice
Direction: Inbound
Description: % of answered inbound calls
Metric: Answer rate (of offered)
Channel: Voice
Direction: Outbound
Description: % of answered outbound calls
Metric: Abandoned rate (of offered)
Channel: Voice
Direction: No specific direction
Description: % of abandoned calls
Metric: Abandoned rate (of offered)
Channel: Voice
Direction: Inbound
Description: % of abandoned inbound calls
Metric: Abandoned rate (of offered)
Channel: Voice
Direction: Outbound
Description: % of abandoned outbound calls
Metric: Answer rate (of total answered)
Channel: Voice
Direction: No specific direction
Description: % of answered calls for all queues in widget
Metric: Answer rate (of total answered)
Channel: Voice
Direction: Inbound
Description: % of answered inbound calls for all queues in widget
Metric: Answer rate (of total answered)
Channel: Voice
Direction: Outbound
Description: % of answered outbound calls for all queues in widget
Metric: Abandoned/No answer (of total abandoned)
Channel: Voice
Direction: No specific direction
Description: % of abandoned calls for all queues in widget
Metric: Abandoned/No answer (of total abandoned)
Channel: Voice
Direction: Inbound
Description: % of abandoned inbound calls for all queues in widget
Metric: Abandoned/No answer (of total abandoned)
Channel: Voice
Direction: Outbound
Description: % of abandoned outbound calls for all queues in widget
Metric: Total offered rate (of total offered)
Channel: Voice
Direction: No specific direction
Description: % of offered calls for all queues in widget
Metric: Total offered rate (of total offered)
Channel: Voice
Direction: Inbound
Description: % of offered inbound calls for all queues in widget
Metric: Total offered rate (of total offered)
Channel: Voice
Direction: Outbound
Description: % of offered outbound calls for all queues in widget
Metric: Talking (Max)
Channel: Voice
Direction: No specific direction
Description: Maximum number of ongoing calls during selected/grouped interval
Metric: Talking (Max)
Channel: Voice
Direction: Inbound
Description: Maximum number of ongoing calls during selected/grouped interval
Metric: Talking (Max)
Channel: Voice
Direction: Outbound
Description: Maximum number of ongoing calls during selected/grouped interval
Metric: Waiting (Max)
Channel: Voice
Direction: No specific direction
Description: Maximum number of waiting calls during selected/grouped interval
Metric: Waiting (Max)
Channel: Voice
Direction: Inbound
Description: Maximum number of waiting calls during selected/grouped interval
Metric: Waiting (Max)
Channel: Voice
Direction: Outbound
Description: Maximum number of waiting calls during selected/grouped interval
Metric: Talk time
Channel: Voice
Direction: No specific direction
Description: Total talk time
Metric: Talk time
Channel: Voice
Direction: Inbound
Description: Total inbound talk time
Metric: Talk time
Channel: Voice
Direction: Outbound
Description: Total outbound talk time
Metric: Talk time avg.
Channel: Voice
Direction: No specific direction
Description: Total talk time divided by total answered calls
Metric: Talk time avg.
Channel: Voice
Direction: Inbound
Description: Total inbound talk time divided by total answered calls
Metric: Talk time avg.
Channel: Voice
Direction: Outbound
Description: Total outbound talk time divided by total answered calls
Metric: Wait time
Channel: Voice
Direction: No specific direction
Description: Total wait time
Metric: Wait time
Channel: Voice
Direction: Inbound
Description: Total inbound wait time
Metric: Wait time
Channel: Voice
Direction: Outbound
Description: Total Outbound wait time
Metric: Wait time (answered)
Channel: Voice
Direction: No specific direction
Description: Total wait time for answered calls
Metric: Wait time (answered)
Channel: Voice
Direction: Inbound
Description: Total wait time for answered inbound calls
Metric: Wait time (answered)
Channel: Voice
Direction: Outbound
Description: Total wait time for answered outbound calls
Metric: Wait time (abandoned)
Channel: Voice
Direction: No specific direction
Description: Total wait time for abandoned calls
Metric: Wait time (abandoned)
Channel: Voice
Direction: Inbound
Description: Total wait time for abandoned inbound calls
Metric: Wait time (abandoned)
Channel: Voice
Direction: Outbound
Description: Total wait time for abandoned outbound calls
Metric: Wait time avg.
Channel: Voice
Direction: No specific direction
Description: Wait time divided by total inbound and outbound calls
Metric: Wait time avg.
Channel: Voice
Direction: Inbound
Description: Wait time (Inbound) divided by total inbound calls
Metric: Wait time avg.
Channel: Voice
Direction: Outbound
Description: Wait time (outbound) divided by total outbound calls
Metric: Wait time avg. (answered)
Channel: Voice
Direction: No specific direction
Description: Wait time (answered) divided by total answered calls
Metric: Wait time avg. (answered)
Channel: Voice
Direction: Inbound
Description: Wait time (answered) (inbound) divided by total answered inbound calls
Metric: Wait time avg. (answered)
Channel: Voice
Direction: Outbound
Description: Wait time (answered)(Outbound) divided by total answered calls
Metric: Wait time avg. (abandoned)
Channel: Voice
Direction: No specific direction
Description: Wait time (abandoned) divided by total abandoned calls
Metric: Wait time avg. (abandoned)
Channel: Voice
Direction: Inbound
Description: Wait time (abandoned) (inbound) divided by total abandoned inbound calls
Metric: Wait time avg. (abandoned)
Channel: Voice
Direction: Outbound
Description: Wait time (abandoned)(Outbound) divided by total abandoned calls
Metric: Longest wait time
Channel: Voice
Direction: No specific direction
Description: Longest time a call has been waiting
Metric: Longest wait time
Channel: Voice
Direction: Inbound
Description: Longest time an inbound call has been waiting
Metric: Longest wait time
Channel: Voice
Direction: Outbound
Description: Longest time an outbound call has been waiting
Metric: Shortest wait time
Channel: Voice
Direction: No specific direction
Description: Shortest time a call has been waiting
Metric: Shortest wait time
Channel: Voice
Direction: Inbound
Description: Shortest time an inbound call has been waiting
Metric: Shortest wait time
Channel: Voice
Direction: Outbound
Description: Shortest time an outbound call has been waiting
Metric: First login
Channel: No specific channel
Direction: No specific direction
Description: First time agent logged in to system in specified period
Metric: Last logout
Channel: No specific channel
Direction: No specific direction
Description: Last time agent logged out of the system in the specified period
Metric: Total pause time
Channel: No specific channel
Direction: No specific direction
Description: Total time the agent was paused during the selected period
Metric: Total login time
Channel: No specific channel
Direction: No specific direction
Description: Total time the agent was logged in during the selected period
Metric: Total idle time
Channel: No specific channel
Direction: No specific direction
Description: Total time the agent was idle during the selected period
Metric: Messages inbound
Channel: No specific channel
Direction: No specific direction
Description: Total Inbound messages on all interaction
Metric: Messages inbound
Channel: No specific channel
Direction: Inbound
Description: Total Inbound messages on all interactions started from customer
Metric: Messages inbound
Channel: No specific channel
Direction: Outbound
Description: Total Inbound messages on all interactions started from agent
Metric: Messages inbound avg.
Channel: No specific channel
Direction: No specific direction
Description: Average inbound messages on all interactions
Metric: Messages inbound avg.
Channel: No specific channel
Direction: Inbound
Description: Average inbound messages on interactions started from customer.
Metric: Messages inbound avg.
Channel: No specific channel
Direction: Outbound
Description: Average inbound messages on interactions started from agent.
Metric: Messages outbound
Channel: No specific channel
Direction: No specific direction
Description: Total outbound messages on all interaction
Metric: Messages outbound
Channel: No specific channel
Direction: Inbound
Description: Total outbound messages on all interactions started from customer
Metric: Messages outbound
Channel: No specific channel
Direction: Outbound
Description: Total outbound messages on all interactions started from agent
Metric: Messages outbound avg.
Channel: No specific channel
Direction: No specific direction
Description: Average outbound messages on all interactions
Metric: Messages outbound avg.
Channel: No specific channel
Direction: Inbound
Description: Average outbound messages on interactions started from customer.
Metric: Messages outbound avg.
Channel: No specific channel
Direction: Outbound
Description: Average outbound messages on interactions started from agent.
Metric: Messages total
Channel: No specific channel
Direction: No specific direction
Description: Total number of messages on all interaction
Metric: Messages total
Channel: No specific channel
Direction: Inbound
Description: Total number of messages on all interactions started from customer
Metric: Messages total
Channel: No specific channel
Direction: Outbound
Description: Total number of messages on all interactions started from customer
Metric: Messages total avg.
Channel: No specific channel
Direction: No specific direction
Description: Average number of messages on all interactions
Metric: Messages total avg.
Channel: No specific channel
Direction: Inbound
Description: Average number of messages on interactions started from customer.
Metric: Messages total avg.
Channel: No specific channel
Direction: Outbound
Description: Average number of messages on interactions started from agent.
Metric: Total answered
Channel: No specific channel
Direction: No specific direction
Description: Total number of answered interactions
Metric: Total inbound answered
Channel: No specific channel
Direction: Inbound
Description: Total number of answered interactions started from customer
Metric: Total outbound answered
Channel: No specific channel
Direction: Outbound
Description: Total number of answered interactions started from agent
Metric: Total ended/closed answered interactions
Channel: No specific channel
Direction: No specific direction
Description: Total number of closed interactions that was answered
Metric: Total ended/closed answered inbound interactions
Channel: No specific channel
Direction: Inbound
Description: Total number of closed interactions that was answered and started by customer
Metric: Total ended/closed answered outbound interactions
Channel: No specific channel
Direction: Outbound
Description: Total number of closed interactions that was answered and started by agent
Metric: Abandoned (none answered)
Channel: No specific channel
Direction: No specific direction
Description: Total number of abandoned interactions
Metric: Abandoned (none answered)
Channel: No specific channel
Direction: Inbound
Description: Total number of abandoned interactions that was started by customer
Metric: Abandoned (none answered)
Channel: No specific channel
Direction: Outbound
Description: Total number of abandoned interactions that was started by agent
Metric: Total offered
Channel: No specific channel
Direction: No specific direction
Description: Total number of offered interactions (Answered + Abandoned)
Metric: Total offered
Channel: No specific channel
Direction: Inbound
Description: Total number of offered inbound interactions (Answered + Abandoned) that was started by customer
Metric: Total offered
Channel: No specific channel
Direction: Outbound
Description: Total number of offered inbound interactions (Answered + Abandoned) that was started by agent
Metric: Answer rate (of offered)
Channel: No specific channel
Direction: No specific direction
Description: % of answered interactions
Metric: Answer rate (of offered)
Channel: No specific channel
Direction: Inbound
Description: % of answered interactions that where started from customer
Metric: Answer rate (of offered)
Channel: No specific channel
Direction: Outbound
Description: % of answered interactions that where started from agent
Metric: Abandoned rate (of offered)
Channel: No specific channel
Direction: No specific direction
Description: % of abandoned interactions
Metric: Abandoned rate (of offered)
Channel: No specific channel
Direction: Inbound
Description: % of abandoned interactions that where started from customer
Metric: Abandoned rate (of offered)
Channel: No specific channel
Direction: Outbound
Description: % of abandoned interactionst that where started from agent
Metric: Answer rate (of total answered)
Channel: No specific channel
Direction: No specific direction
Description: % of answered for all interactions in widget
Metric: Answer rate (of total answered)
Channel: No specific channel
Direction: Inbound
Description: % of messages of all answered interactions in widget started by customer
Metric: Answer rate (of total answered)
Channel: No specific channel
Direction: Outbound
Description: % of messages of all answered interactions in widget started by agents
Metric: Abandoned/No answer (of total abandoned)
Channel: No specific channel
Direction: No specific direction
Description: % of abandoned of all abandoned interactions in widget
Metric: Abandoned/No answer (of total abandoned)
Channel: No specific channel
Direction: Inbound
Description: % of answered of all abandoned interactions in widget started by customer
Metric: Abandoned/No answer (of total abandoned)
Channel: No specific channel
Direction: Outbound
Description: % of answered of all abandoned interactions in widget started by agents
Metric: Ended/Closed (of total closed)
Channel: No specific channel
Direction: No specific direction
Description: % of closed of all closed interactions in widget
Metric: Ended/Closed (of total closed)
Channel: No specific channel
Direction: Inbound
Description: % of closed of all closed interactions in widget started by customer
Metric: Ended/Closed (of total closed)
Channel: No specific channel
Direction: Outbound
Description: % of closed of all closed interactions in widget started by agents
Metric: Total offered rate (of total offered)
Channel: No specific channel
Direction: No specific direction
Description: % of offered of all offered interactions in widget
Metric: Total offered rate (of total offered)
Channel: No specific channel
Direction: Inbound
Description: % of offered of all offered interactions in widget started by customer
Metric: Total offered rate (of total offered)
Channel: No specific channel
Direction: Outbound
Description: % of offered of all offered interactions in widget started by agents
Metric: Ongoing (Max)
Channel: No specific channel
Direction: No specific direction
Description: Maximum number of ongoing during selected/grouped interval
Metric: Ongoing (Max)
Channel: No specific channel
Direction: Inbound
Description: Maximum number of ongoing during selected/grouped interval
Metric: Ongoing (Max)
Channel: No specific channel
Direction: Outbound
Description: Maximum number of ongoing during selected/grouped interval
Metric: Waiting (Max)
Channel: No specific channel
Direction: No specific direction
Description: Maximum number of waiting during selected/grouped interval
Metric: Waiting (Max)
Channel: No specific channel
Direction: Inbound
Description: Maximum number of waiting during selected/grouped interval
Metric: Waiting (Max)
Channel: No specific channel
Direction: Outbound
Description: Maximum number of waiting during selected/grouped interval
Metric: Interaction time
Channel: No specific channel
Direction: No specific direction
Description: Time chat / e-mail tab has been open
Metric: Interaction time
Channel: No specific channel
Direction: Inbound
Description: Time chat / e-mail tab has been open
Metric: Interaction time
Channel: No specific channel
Direction: Outbound
Description: Time chat / e-mail tab has been open
Metric: Interaction time avg.
Channel: No specific channel
Direction: No specific direction
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Interaction time avg.
Channel: No specific channel
Direction: Inbound
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Interaction time avg.
Channel: No specific channel
Direction: Outbound
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: metric_pause_DEFAULT_PAUSE
Channel: No specific channel
Direction: No specific direction
Description: No specific channel
Metric: Waiting (live)
Channel: E-mail
Direction: Inbound
Description: Waiting e-mail interactions (live)
Metric: Ongoing (live)
Channel: E-mail
Direction: Inbound
Description: Ongoing e-mail interactions (live)
Metric: Messages inbound
Channel: E-mail
Direction: No specific direction
Description: Incoming messages
Metric: Messages inbound
Channel: E-mail
Direction: Inbound
Description: Incoming messages
Metric: Messages inbound
Channel: E-mail
Direction: Outbound
Description: Incoming messages
Metric: Messages inbound avg.
Channel: E-mail
Direction: No specific direction
Description: Average incoming messages per interaction
Metric: Messages inbound avg.
Channel: E-mail
Direction: Inbound
Description: Average incoming messages per interaction
Metric: Messages inbound avg.
Channel: E-mail
Direction: Outbound
Description: Average incoming messages per interaction
Metric: Messages outbound
Channel: E-mail
Direction: No specific direction
Description: Outgoing messages
Metric: Messages outbound
Channel: E-mail
Direction: Inbound
Description: Outgoing messages
Metric: Messages outbound
Channel: E-mail
Direction: Outbound
Description: Outgoing messages
Metric: Messages outbound avg.
Channel: E-mail
Direction: No specific direction
Description: Average outgoing messages per interaction
Metric: Messages outbound avg.
Channel: E-mail
Direction: Inbound
Description: Average outgoing messages per interaction
Metric: Messages outbound avg.
Channel: E-mail
Direction: Outbound
Description: Average outgoing messages per interaction
Metric: Messages total
Channel: E-mail
Direction: No specific direction
Description: Total messages in both directions
Metric: Messages total
Channel: E-mail
Direction: Inbound
Description: Total messages in both directions
Metric: Messages total
Channel: E-mail
Direction: Outbound
Description: Total messages in both directions
Metric: Messages total avg.
Channel: E-mail
Direction: No specific direction
Description: Average total messages in both directions per interaction
Metric: Messages total avg.
Channel: E-mail
Direction: Inbound
Description: Average total messages in both directions per interaction
Metric: Messages total avg.
Channel: E-mail
Direction: Outbound
Description: Average total messages in both directions per interaction
Metric: Answered e-mail interactions
Channel: E-mail
Direction: No specific direction
Description: Answered e-mail interactions, regardless direction, open + closed e-mail interactions
Metric: Answered inbound e-mail interactions
Channel: E-mail
Direction: Inbound
Description: Answered e-mail interactions, where first e-mail was sent by customer, open + closed e-mail interactions
Metric: Answered outbound e-mail interactions
Channel: E-mail
Direction: Outbound
Description: Answered e-mail interactions, where first e-mail was sent by agent, open + closed e-mail interactions
Metric: Closed answered e-mail interactions
Channel: E-mail
Direction: No specific direction
Description: Closed answered e-mail interactions
Metric: Closed answered inbound e-mail interactions
Channel: E-mail
Direction: Inbound
Description: Closed answered inbound e-mail interactions, where first e-mail was sent by customer
Metric: Closed answered outbound e-mail interactions
Channel: E-mail
Direction: Outbound
Description: Closed answered outbound e-mail interactions, where first e-mail was sent by agent
Metric: Abandoned (none answered) e-mail interactions
Channel: E-mail
Direction: No specific direction
Description: Abandoned (none answered) closed e-mail interactions, not answered by the receiving party
Metric: Abandoned (none answered) e-mail interactions
Channel: E-mail
Direction: Inbound
Description: Abandoned (none answered) closed e-mail interactions, not answered by the receiving party, where first e-mail was sent by customer
Metric: Abandoned (none answered) e-mail interactions
Channel: E-mail
Direction: Outbound
Description: Abandoned (none answered) closed e-mail interactions, not answered by the receiving party, where first e-mail was sent by agent
Metric: Total e-mail interactions
Channel: E-mail
Direction: No specific direction
Description: Offered: Answered + Abandoned (no answer), open + closed e-mail interactions
Metric: Total e-mail interactions
Channel: E-mail
Direction: Inbound
Description: Offered: Answered + Abandoned (no answer), open + closed e-mail interactions
Metric: Total e-mail interactions
Channel: E-mail
Direction: Outbound
Description: Offered: Answered + Abandoned (no answer), open + closed e-mail interactions
Metric: Answer rate (of offered)
Channel: E-mail
Direction: No specific direction
Description: Answer rate (of offered), open + closed e-mail interactions
Metric: Answer rate (of offered)
Channel: E-mail
Direction: Inbound
Description: Answer rate (of offered), open + closed e-mail interactions
Metric: Answer rate (of offered)
Channel: E-mail
Direction: Outbound
Description: Answer rate (of offered), open + closed e-mail interactions
Metric: Abandoned rate (of offered)
Channel: E-mail
Direction: No specific direction
Description: Abandoned rate (of offered), closed e-mail interactions
Metric: Abandoned rate (of offered)
Channel: E-mail
Direction: Inbound
Description: Abandoned rate (of offered), closed e-mail interactions
Metric: Abandoned rate (of offered)
Channel: E-mail
Direction: Outbound
Description: Abandoned rate (of offered), closed e-mail interactions
Metric: Answer rate (of total answered)
Channel: E-mail
Direction: No specific direction
Description: Answer rate (of total answered), open + closed e-mail interactions
Metric: Answer rate (of total answered)
Channel: E-mail
Direction: Inbound
Description: Answer rate (of total answered), open + closed e-mail interactions
Metric: Answer rate (of total answered)
Channel: E-mail
Direction: Outbound
Description: Answer rate (of total answered), open + closed e-mail interactions
Metric: Abandoned/No answer (of total abandoned)
Channel: E-mail
Direction: No specific direction
Description: Abandoned/No answer (of total abandoned) closed e-mail interactions
Metric: Abandoned/No answer (of total abandoned)
Channel: E-mail
Direction: Inbound
Description: Abandoned/No answer (of total abandoned) closed e-mail interactions
Metric: Abandoned/No answer (of total abandoned)
Channel: E-mail
Direction: Outbound
Description: Abandoned/No answer (of total abandoned) closed e-mail interactions
Metric: Ended/Closed (of total closed)
Channel: E-mail
Direction: No specific direction
Description: Ended/Closed (of total closed)
Metric: Ended/Closed (of total closed)
Channel: E-mail
Direction: Inbound
Description: Ended/Closed (of total closed)
Metric: Ended/Closed (of total closed)
Channel: E-mail
Direction: Outbound
Description: Ended/Closed (of total closed)
Metric: Total offered rate (of total offered)
Channel: E-mail
Direction: No specific direction
Description: Total offered rate (of total offered)
Metric: Total offered rate (of total offered)
Channel: E-mail
Direction: Inbound
Description: Total offered rate (of total offered)
Metric: Total offered rate (of total offered)
Channel: E-mail
Direction: Outbound
Description: Total offered rate (of total offered)
Metric: Ongoing (Max)
Channel: E-mail
Direction: No specific direction
Description: Maximum number of ongoing during selected/grouped interval, interaction needs to be answered by the receiving party
Metric: Ongoing (Max)
Channel: E-mail
Direction: Inbound
Description: Maximum number of ongoing during selected/grouped interval, interaction needs to be answered by the receiving party
Metric: Ongoing (Max)
Channel: E-mail
Direction: Outbound
Description: Maximum number of ongoing during selected/grouped interval, interaction needs to be answered by the receiving party
Metric: Waiting (Max)
Channel: E-mail
Direction: No specific direction
Description: Maximum number of waiting during selected/grouped interval
Metric: Waiting (Max)
Channel: E-mail
Direction: Inbound
Description: Maximum number of waiting during selected/grouped interval
Metric: Waiting (Max)
Channel: E-mail
Direction: Outbound
Description: Maximum number of waiting during selected/grouped interval
Metric: Interaction time
Channel: E-mail
Direction: No specific direction
Description: Time chat / e-mail tab has been open, time only counts on open interactions, time counts in all tabs that are open
Metric: Interaction time
Channel: E-mail
Direction: Inbound
Description: Time chat / e-mail tab has been open, time only counts on open interactions, time counts in all tabs that are open
Metric: Interaction time
Channel: E-mail
Direction: Outbound
Description: Time chat / e-mail tab has been open, time only counts on open interactions, time counts in all tabs that are open
Metric: Interaction time avg.
Channel: E-mail
Direction: No specific direction
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Interaction time avg.
Channel: E-mail
Direction: Inbound
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Interaction time avg.
Channel: E-mail
Direction: Outbound
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Messages inbound
Channel: Chat
Direction: No specific direction
Description: Incoming messages
Metric: Messages inbound avg.
Channel: Chat
Direction: No specific direction
Description: Average incoming messages per interaction
Metric: Messages outbound
Channel: Chat
Direction: No specific direction
Description: Outgoing messages
Metric: Messages outbound avg.
Channel: Chat
Direction: No specific direction
Description: Average outgoing messages per interaction
Metric: Messages total
Channel: Chat
Direction: No specific direction
Description: Total messages in both directions
Metric: Messages total avg.
Channel: Chat
Direction: No specific direction
Description: Average total messages in both directions per interaction
Metric: Answered chat
Channel: Chat
Direction: No specific direction
Description: Answered chat interactions, ongoing chats included
Metric: Ongoing (Max)
Channel: Chat
Direction: No specific direction
Description: Maximum number of ongoing during selected/grouped interval
Metric: Waiting (Max)
Channel: Chat
Direction: No specific direction
Description: Maximum number of waiting during selected/grouped interval
Metric: Interaction time
Channel: Chat
Direction: No specific direction
Description: Time chat / e-mail tab has been open
Metric: Interaction time avg.
Channel: Chat
Direction: No specific direction
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Messages inbound
Channel: Sms
Direction: No specific direction
Description: Incoming messages
Metric: Messages inbound
Channel: Sms
Direction: Inbound
Description: Incoming messages
Metric: Messages inbound
Channel: Sms
Direction: Outbound
Description: Incoming messages
Metric: Messages inbound avg.
Channel: Sms
Direction: No specific direction
Description: Average incoming messages per interaction
Metric: Messages inbound avg.
Channel: Sms
Direction: Inbound
Description: Average incoming messages per interaction
Metric: Messages inbound avg.
Channel: Sms
Direction: Outbound
Description: Average incoming messages per interaction
Metric: Messages outbound
Channel: Sms
Direction: No specific direction
Description: Outgoing messages
Metric: Messages outbound
Channel: Sms
Direction: Inbound
Description: Outgoing messages
Metric: Messages outbound
Channel: Sms
Direction: Outbound
Description: Outgoing messages
Metric: Messages outbound avg.
Channel: Sms
Direction: No specific direction
Description: Average outgoing messages per interaction
Metric: Messages outbound avg.
Channel: Sms
Direction: Inbound
Description: Average outgoing messages per interaction
Metric: Messages outbound avg.
Channel: Sms
Direction: Outbound
Description: Average outgoing messages per interaction
Metric: Messages total
Channel: Sms
Direction: No specific direction
Description: Total messages in both directions
Metric: Messages total
Channel: Sms
Direction: Inbound
Description: Total messages in both directions
Metric: Messages total
Channel: Sms
Direction: Outbound
Description: Total messages in both directions
Metric: Messages total avg.
Channel: Sms
Direction: No specific direction
Description: Average total messages in both directions per interaction
Metric: Messages total avg.
Channel: Sms
Direction: Inbound
Description: Average total messages in both directions per interaction
Metric: Messages total avg.
Channel: Sms
Direction: Outbound
Description: Average total messages in both directions per interaction
Metric: Answered sms
Channel: Sms
Direction: No specific direction
Description: Answered text message interactions, regardless direction
Metric: Answered sms
Channel: Sms
Direction: Inbound
Description: Answered text message interactions, where first text message was sent by customer
Metric: Answered outbound sms
Channel: Sms
Direction: Outbound
Description: Answered text message interactions, where first text message was sent by agent
Metric: Total text message interactions
Channel: Sms
Direction: No specific direction
Description: Offered: Answered + Abandoned (no answer)
Metric: Total text message interactions
Channel: Sms
Direction: Inbound
Description: Offered: Answered + Abandoned (no answer)
Metric: Total text message interactions
Channel: Sms
Direction: Outbound
Description: Offered: Answered + Abandoned (no answer)
Metric: Ongoing (Max)
Channel: Sms
Direction: No specific direction
Description: Maximum number of ongoing during selected/grouped interval
Metric: Ongoing (Max)
Channel: Sms
Direction: Inbound
Description: Maximum number of ongoing during selected/grouped interval
Metric: Ongoing (Max)
Channel: Sms
Direction: Outbound
Description: Maximum number of ongoing during selected/grouped interval
Metric: Waiting (Max)
Channel: Sms
Direction: No specific direction
Description: Maximum number of waiting during selected/grouped interval
Metric: Waiting (Max)
Channel: Sms
Direction: Inbound
Description: Maximum number of waiting during selected/grouped interval
Metric: Waiting (Max)
Channel: Sms
Direction: Outbound
Description: Maximum number of waiting during selected/grouped interval
Metric: Interaction time
Channel: Sms
Direction: No specific direction
Description: Time chat / e-mail tab has been open
Metric: Interaction time
Channel: Sms
Direction: Inbound
Description: Time chat / e-mail tab has been open
Metric: Interaction time
Channel: Sms
Direction: Outbound
Description: Time chat / e-mail tab has been open
Metric: Interaction time avg.
Channel: Sms
Direction: No specific direction
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Interaction time avg.
Channel: Sms
Direction: Inbound
Description: Time chat / e-mail tab has been open divided by number of answered e-mails
Metric: Interaction time avg.
Channel: Sms
Direction: Outbound
Description: Time chat / e-mail tab has been open divided by number of answered e-mails