How to create custom metrics in Contact Center Analytics
- Analytics for Contact Center
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:
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.
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