How to add custom metrics to Contact Center Analytics

Objective

How to create custom metrics in Contact Center Analytics

Applies To

• Analytics for Contact Center

Procedure

   You can configure custom metrics for queues, as well as agent performance widgets. Basic validations prevent you from adding unsupported metrics. Once you define a custom metric, add it to the desired dashboard widgets.

Example 1: Let’s say you want to know the number of successful calls in your queue; those that entered the queue and were not abandoned. Simply create a custom metric by subtracting the abandoned calls from the number of calls that entered a queue.

Successful calls = Entered - Abandoned

Example 2: To determine the total number of calls handled within a queue, subtract the calls that were diverted from the queue to another queue (or another phone number) from the calls that entered the queue.

Total Calls Handled = Entered - Diverted

To configure custom metrics:

1. In the top-right corner, click , and select Custom Metrics from the menu.

2. From the pop-up window, select to create a custom metric for agent or queue metrics.

3. Click New.

4. Enter the name, display name, and the following information:

a. Value Type: Indicate if the metric is of the Count, Percentile, or Time type.

b. Metric Type: Select if the metric is real-time, interval-based, or for today.

c. Description: Add a description for the metric.

d. Formula: Add the correct formula to calculate the custom metric (Use arithmetic operations: addition, subtraction, multiplication, and division).

Example: To find out the number of successful calls in a queue, select Queue Set, add other details shown in Step 4, and enter the formula Entered - Abandoned.

Additional Information

You can find a short clip on how to do the above-mentioned steps here

You can find out how to add the custom metrics to dashboards here