Report Center Metrics and Dimensions
Metrics for the upcoming release are listed below. *** More metrics are added every week
| Metrics Name | Metric Name API | Measure/ Dimension | Level | Definition |
| Group Name | convParticipants_assignedGroupName | Dimension | Segment | Segment level Group Name |
| Skill Name | convParticipant_skillName | Dimension | Segment | Segment level Skill Name |
| Agent Name | convParticipants_assignedAgentName | Dimension | Segment | Segment level Agent Name |
| Bot Name | botName | Dimension | Bot Name | |
| Latest Group Name | conversationInfo_latestAssignedAgentGroupName | Dimension | Conversation | Last Group in a conversation |
| Latest Skill Name | conversationInfo_latestSkillName | Dimension | Conversation | Last Skill in a conversation |
| Latest Agent Name | conversationInfo_latestAssignedAgentName | Dimension | Conversation | Last Agent in a conversation |
| Latest Agent Id | lastAssignedAgentId | Dimension | Conversation | Latest Assigned Agent Id |
| Agent Id | agentId | Dimension | Conversation | Agent Id |
User Type | convParticipants_assignedAgentUserType | Dimension | Segment | The type of agent participants associated with the responses in a segment. Ex: Bot, Human, System |
| Conversation Start Date | convStartTimeHuman | Dimension | Conversation | Start date of a conversation |
| Original Channel | conversationInfo_channel | Dimension | Conversation | The original entry point for a messaging or a voice conversation (Web, App, AMB, SMS, Voice etc) |
| Conversation Status | conversationInfo_status | Dimension | Conversation | The state of a conversation. Ex: Open, Closed |
MCS Type | conversationInfo_mscCategory | Dimension | Conversation | Categorization of conversation based on last MCS scores. ex: positive, negative, and neutral |
| Agent Name Transfer By | transfer_sourceAssignedAgentName | Dimension | Segment | The name of the agent who made the transfers/escalated to either a skill or an agent. To be used with total transfer. |
| Skill Name Transfer By | transfer_sourceSkillName | Dimension | Segment | The name of the skill that made the transfers/escalated to either a skill or an agent. To be used with total transfer. |
| User Type | convParticipants_assignedAgentUserType | Dimension | Segment | The type of agent participants associated with the responses in a segment. Ex: Bot, Human, System |
| Answer Used | generativeAI_answerUsed | Dimension | Conversation | Marked as Yes, when the text provided by KAI is used by Copilot Assist. Marked as No, when KAI text was shown but not used by the agents. |
| Level of Automation | conversationInfo_automationLevel | Dimension | Conversation | On a conversation, type of agents involved Agent Only: only human agents involved Partially automated: both human and bot agent involved Completely automated: only bots involved |
| Answer Type | generativeAI_answerType | Dimension | Conversation | The text provided by KAI can be standard or enhanced with generative AI. (CA Generative Answer - CoPilot Assist usage and generative enhanced answer. CA Non Generative Answer - CoPilot Assist usage and standard answer) |
| Conversation End Reason | conversationInfo_endreason | Dimension | Conversation | End reason of a conversation Ex: Agent, Consumer |
| Transfer Reason | transfer_reason | Dimension | Segment | More information on the reason for the transfer. Ex: Agent, Skill, Escalation |
| Browser | consumerInfo_consumerbrowser | Dimension | Conversation | Provides information on the web browser used by the consumer. Ex: Chrome, Firefox, Edge, etc. |
| Operating System | consumerInfo_operatingsystem | Dimension | Conversation | Provides information on the software application used by the consumer |
| Device | consumerInfo_consumerdevice | Dimension | Conversation | Provides information on Consumer devices. Ex: Mobile, Desktop, etc. |
| Hour Of Day | conversationStartTimeHourOfDay | Dimension | Conversation | Hour Of Day |
| Post Survey Status | postSurvey_status | Dimension | Conversation | Provides information on the status of the consumer post survey. Ex: Skipped, Brand_auto_close, Completed, closed by Consumer, Partially completed - timed out, Partially completed - skipped, Ignored |
| Has Post Survey | hasPostSurvey | Dimension | Conversation | A boolean flag which provides information if a post survey is associated with a conversation. Ex: true, false |
| FCR | surveyInfo_fcrCategory | Dimension | Conversation | Predefined first contact resolution survey response of consumers (Yes, No, and Skipped) |
| Rewrite Used | generativeAI_rewriteUsed | Dimension | Conversation | Provides information if rewrite is used in a conversation. Marked true if rewrite was used else false. |
| Agent Manager | convParticipants_assignedManager | Dimension | Conversation | Manager name when a manager is assigned into a conversation |
| KB Article Name | generativeAI_articleName | Dimension | Conversation | KB Article name contains information of the articles in Knowledge base which are used to provide recommendations in conversations assist |
| Campaign Name | conversationInfo_campaignName | Dimension | Conversation | Name of the campaign associated with conversations |
| Engagement Name | conversationInfo_EngagementName | Dimension | Conversation | Name of the engagement associated with conversations |
| Total Transfers | count_transfers | Measure (Use Agent Name Transfer By) | Conversation | Number of transfers in a conversation (Sum of Back to Queue, Skill to skill, and agent transfer) |
| Conversation End Reason | conversationInfo_endreason | Dimension | Conversation | The end reason of a conversation. Ex: Agent, Consumer etc. |
| Rewrite Used | Dimension | Provides information if rewrite is used in a conversation. Marked true if rewrite was used else false | ||
| EC Engagement Name | - | Dimension | Engagment Controller | Engagment Controller Engagement Name |
| EC Campaign Name | - | Dimension | Engagment Controller | Engagment Controller Campaign Name |
| EC Skill Name | - | Dimension | Engagment Controller | Engagment Controller Skill Name |
| EC Action | Dimension | Engagment Controller | Engagment Controller Action | |
| EC Rule | - | Dimension | Engagment Controller | EC Rule |
| Bot Intent Match Type | matchType | Dimension | Conversation | Type of bot intent matches with the customer phrases (Intent, Pattern, Regular Expression, Small Talk, Evaluate Options, Exact Value etc.) |
| Bot Interaction Name | botInteractionName | Dimension | Conversation | Name of the configured bot interaction |
| Bot Custom Event Name | botCustomEventName | Dimension | Conversation | Name of the scripting function configured in a bot interaction |
| CSAT | convCsat | Dimension | Breakdown of the original CSAT responses, suported values: 1,2,3,4,5 | |
| Total Rewrites Used | Measure | Total times a rewrite message was used by an agent in a conversation | ||
| Total Rewrites Modified and Used | Measure | Total times a rewrite message was modified by the agent and used in a conversation | ||
| Total Wand Clicks | Measure | Total times the wand was clicked to change agent message before use | ||
| Total Conversations with Wand Clicks | Measure | Total unique conversations with wand clicks | ||
| # KB Questions | Measure | Conversation | Number of knowledge base (KB) queries/questions that Conversation Assist (CA) requested KnowledgeAI (KAI). (These queries may or may not have answers provided by KAI) | |
| KB Total Answers | Measure | Conversation | Text provided by KAI to the CA based on KB Articles or Large Language Model (LLM). (KB Generative Answers + KB Standard Answers) | |
| KB Standard Answers | Measure | Conversation | Number of standard text provided by KAI using KB article/links. | |
| KB Generative Answers | Measure | Conversation | The number of generative (LLM) text provided by KAI. Ex: Total Conversation: 100, # KB Questions/Queries: 50, KB Total Answers (May Contain both LLM and Standard Answers) = 10, KB Generative Answers = 5, KB Standard Answers = 5 | |
| Total KB Article Used | Measure | Conversation | Total KB Article Used | |
| No Answers | Measure | Conversation | Number of questions which had no answers surfaced by KAI | |
| % KB Answers Rate | Measure | Conversation | Number of KB answers / Number of queries across all conversations | |
| Agent Recommendation Shown | Measure | Conversation | Number of answers provided by Copilot Assist to agents. These answers may or may not be used by agents. Each query may have one or more recommendations provided. | |
| Agent Recommendation Used | Measure | Conversation | Number of answers used by agents. Agents in Copilot Assist can choose to use the answers provided by KAI. If the Use Answer Button is clicked, it will be marked as an Agent Recommendation Used. | |
| Agent Recommendation Used Rate | Measure | Conversation | Number of Agent Recommendations Used / Number of Agent Recommendations provided | |
| Bot Recommendations Offered | Measure | Conversation | Number of bot answer delegation provided to agents. These answers may or may not be used by agents. Each query may have one or more recommendations provided. | |
| Bot Recommendations Used | Measure | Conversation | Number of bot delegated answers used by bot. Agents in CA can choose to use the answers provided by KAI. If the Delegate Button is clicked, it will be marked as a Bot Recommendation Used. | |
| Total Recommendation Made | Measure | Conversation | Number of answers offered to agents and offered via bots. (Agent Recommendation Shown + Bot Recommendation Offered) | |
| Total Recommendation Used | Measure | Conversation | Number of answers used by agents and delegated to bots. Agents in CA can choose to use the answers provided by KAI. If the Use Answer Button or Delegate Button is clicked, it will be marked as a Total Recommendation Used. (Agent Recommendation Used + Bot Recommendation Used) | |
| Total Recommendation Used Rate | Measure | Conversation | Total Recommendation Used Rate | |
| Conversation Recommendation Used | Measure | Conversation | Conversation Recommendation Used | |
| Total Conversations | count_conversations | Measure | Conversation | Total number of conversations for the selected dimensional aggregation. Total open and close conversations are divided by the conversation status dimension |
| Total Closed Conversations | Measure | Conversation | Number Of Conversations Closed By Agent, Consumer Or The System. | |
| # Transfers | count_transfers | Measure | Total number of segment transfers for the selected dimension. (Back to Queue + Skill Transfer + Agent Transfer) | |
| Total Agent Messages | count_agentMessages | Measure | Segment/ Conversation | Total number of agent (Bot, Human) messages |
| Total Consumer Messages | count_consumerMessages | Measure | Segment/ Conversation | Total number of consumer messages |
| Average MCS | avg_lastMcs | Measure | Conversation | Average of last MCS of the conversations |
| Average Duration | avg_conversationDuration_minutes | Measure | Conversation | Average time (mm:ss) for a conversation from the start to the end based on the selected aggregation. (Conversation Start Time - Conversation End Time) |
| Average Segment Duration | avg_segmentDuration_minutes | Measure | Average time (mm:ss) within a segment from the segment start time to the segment end time (Closed Or Transferred) based on the selected aggregation. | |
| Average Conversation Duration | avg_conversationDuration_minutes | Measure (mins) | Conversation | Average duration (mm:ss) within a conversation from the start to the end of conversation based on the selected aggregation. ***Check Limitations |
| Total Conversation Duration | sum_conversationDuration_minutes | Measure (mins) | Conversation | Total time (mm:ss) for a conversation from the start to the end based on the selected aggregation. Only for closed conversation (Measured by Conversation Start Time - Conversation End Time) ***Check Limitations |
| In Focus Time | avg_inFocusTime_minutes | Measure (mins) | Conversation | Average of the conversation IFT. Time spent by human agents focused (clicked on the conversation) on conversations they are assigned to. Time: Enter conversation - Leave Conversation ***Three WFM AC Feature must be turned on for IFT on Report Center. |
| CSAT Positive Responses Rate | avg_calculatedCsat | Measure (%) | Segment/ Conversation | The Percentage Of Answers 4 Or 5 (Top Two Boxes) Out Of The Total Responses Submitted By Consumers To A Predefined Csat Question Type. Invalid Answers Unrecognized By The Bot Are Excluded From The Formula. |
TTFR Bot | avg_timeToFirstResponseBot_minutes | Measure (min) | Segment | Time to first Response is the time to respond from the first consumer message in a response till the first message in the first bot agent response. Aggregation of average based on selected dimension. |
TTFR Human | avg_timeToFirstResponseHuman_minutes | Measure (min) | Segment | The time to respond from the previous consumer message till the first message in the first human agent response. Aggregation of average based on selected dimension. |
| TTFRA Bot | avg_timeToFirstResponseFromAssigmentBot_minutes | Measure (min) | Segment | The time to respond from the first bot assignment till the first message in the first bot agent response ( removing the time taken for bot assignment). Aggregation of average based on selected dimension. |
| TTFRA Human | avg_timeToFirstResponseFromAssigmentHuman_minutes | Measure (min) | Segment | The time to respond from the first human assignment till the first message in the first human agent response ( removing the time taken for human assignment). Aggregation of average based on selected dimension. |
| ART | avg_agentResponseTimeFromConsumerResponse_minutes | Measure (min) | Conversation | Average time from the Agent Response to the direct preceding consumer response, regardless of whether agent was assigned or whether Consumer was in queue. Response time is the sum of all time taken by agents to respond from the first consumer message of a response to the first agent message of an agent response. Aggregation of average based on selected dimension. |
| ARTA | avg_agentResponseTimeFromAssignment_minutes | Measure | Average time from an agent assignment till the first message in all agent responses of a conversation. (Sum of all response time divided by the number of all response by agents) | |
| ART Assignment | avg_agentResponseTimeFromAssignment_minutes | Measure (min) | Conversation | The average response time taken by all the participants (bot, human, system)(Removing the time taken for bot, human, system assignment). Response time is the sum of all time taken by agents to respond from the first consumer message of a response to the first agent message of an agent response.Aggregation of average based on selected dimension. |
| Average Queue Time | avg_queueTime_minutes | Measure (min) | Segment | Average unassigned time in conversations. Time the customer waits in a conversation without an agent (bot, human) assignment. |
| Total Queue Time | sum_queueTime_minutes | Measure (min) | Segment | Total unassigned time in conversations. Time the customer waits in a conversation without an agent (bot, human) assignment. |
| Handled Conversation | count_handledConversationift | Measure | Conversation | Total conversation with an IFT greater than zero for the selected dimension. (not true to interval: Calculation is based on conversation start time) |
| Arrival Conversation | count_arrivalConversation | Measure | Conversation | Total conversation with an unassigned agent for the selected dimension. (not true to interval: Calculation is based on conversation start time) |
| Replied Conversation | count_repliedConversation | Measure | Conversation | Total conversation which has an agent response for the selected dimension. (not true to interval: Calculation is based on conversation start time) |
| Engagement Name | conversationInfo_engagementName | Dimension | Conversation | Name of the engagement associated with conversations |
| Campaign Name | conversationInfo_campaignName | Dimension | Conversation | Name of the campaign associated with conversations |
Agent or Consumer Close Rate | percent_agentOrConsumerClose | Measure (%) | Conversation | Percentage of conversations closed by agents and consumers / Total number of closed conversations |
| System Close Rate | percent_systemCloseConversations | Measure (%) | Conversation | Total conversations closed by system / Total closed conversation |
Total Interactive Segment | total_interactivesegment | Measure | Segment | The number of skill-agent-segments with at least one message from the consumer to an agent |
| Interactive Segments Rate | percent_interactivesegment | Measure (%) | Percentage of segments with at least one message from the consumer to an agent / Total segments | |
| Average Segment Consumer Response | avg_segmentConsumerresponse | Measure | Segment | Average number of consumer responses within a segment. A response consists of multiple messages of an agent and consumer |
| Average Segment Agent Response | avg_segmentAgentresponse | Measure | Segment | Average number of agent responses within a segment. A response consists of multiple messages of an agent and consumer |
| Total Conversation Closed by Agent | count_conversationsClosedByAgent | Measure | Conversation | Number of conversation which were closed by agents |
| Total Conversation Closed by Consumer | count_conversationsClosedByConsumer | Measure | Conversation | Number of conversation which were closed by consumers |
| Total Agent Segment | count_agentAssignments | Measure | Segment | Number of times conversations were assigned to an agent. A conversation can be assigned more than once to an agent. Ex: Total Conversation: 1, Agent A was assigned 2 times within a conversation in different segments: Total Agent Segments: 2 |
| Total Skill to Skill Transfer | sum_skilltoSkillTransfer | Measure | Conversation | Total skill to skill transfer. The transfer Is attributed to the Agent/Skill who/which initiated the transfer |
| # Back To Queue Transfers | back2qTransfers | Mesure | Conversation | Total Number Of Transfers Back To The Queue. |
| Back to Queue Transfer Rate | percent_transfersBackToQueue | Measure | Conversation | Percentage (%) of total unique conversation with transfer Back To The Queue / Total handled conversations. Handled conversations is the number of conversations in which any agent (Bot Or Human) sent at least 1 message |
| Total Conversation Closed by System | count_conversationsClosedBySystem | Measure | Conversation | Number of conversations that were closed by the system. Conversations that have closed reason as a timeout. |
| Show Rate | - | Mesure | Engagment Controller | Engagment Show Rate |
| Hide Rate | - | Mesure | Engagment Controller | Engagment Hide Rate |
| Total Engagement | - | Mesure | Engagment Controller | Total Engagement |
| Total Campaign | - | Mesure | Engagment Controller | Total Campaign |
| Total Rules | - | Mesure | Engagment Controller | Total Rules |
| Total Skill | - | Mesure | Engagment Controller | Total Skill |
| Total Show Session Time | - | Mesure | Engagment Controller | The total time the engagement was on show state |
| Total Hide Session Time | - | Mesure | Engagment Controller | The total time the engagement was on hide state |
| Total Session Time | - | Mesure | Engagment Controller | Total Session Time |
| Total Actions (Show/Hide) | - | Mesure | Engagment Controller | Total Actions (Show/Hide) |
| Total Bot Match Intent | count_botIntentMatch | Mesure | Conversation | Total number of times a bot intent match type (Intent, Pattern, Regular Expression, Small Talk, Evaluate Options, Exact Value etc.) is used in bot conversations |
| Total Bot Unmatch Intent | count_botIntentUnMatch | Mesure | Conversation | Number of times customer phrases are unmatched and do not contain any intents in a bot conversation |
| Total Bot Questions Asked | sum_botQuestionAsked | Mesure | Conversation | Sum of # Bot Intent Match and # Bot UnMatched Intents |
| Bot Intent Match Rate | rate_botIntentMatch_percent | Mesure | Conversation | Total # Bot Intent Match / Total # Questions Asked |
| Total Bot Interaction | count_botInteraction | Mesure | Conversation | Number of times a bot interaction is used in bot conversations |
| Total Bot Custom Event | count_botCustomEvent | Mesure | Conversation | Number of times a custom event is triggered in bot conversations |
| Total Bot Transfers | count_transfersFromBot | Mesure | Conversation | Total number of transfer initiated during a bot conversations (Bot to bot and bot to human) |
| NPS | avg_calculatedNPS | Mesure | Net Promoter Score is a calculated metric. Sum of the positive NPS (9,10) minus the sum of negative NPS (1-6) divided by the total NPS. ((Positive-Negative)/Total)*100 | |
| FCR Rate | rate_FCR_percent | Mesure | First Contact Resolution is a calculated metric. Percentage of yes response out of the total response (Yes and No) submitted by the consumer for the predefined FCR question | |
| # Assigned agent participants | numOfAgentParticipants | Mesure | Conversation | Number of agents that participate in the conversation |
| Thumbs Up Rate | Mesure | Conversation | Thumbs Up Rate | |
| Conversation Summary Rate | Mesure | Conversation | Percentage % of total conversations which has summary generated | |
| Total Summary | Mesure | Conversation | Total number of summaries generated. This takes into account both transfer and close summary | |
| Total Transfer summary | Mesure | Conversation | Total number of transfer summaries generated | |
| Total Conversation Close Summary | Mesure | Conversation | Total number of close summaries generated |
(**Upcoming)
Response Metrics explained (ART, ARTA, TTFR, & TTFRA)
TTFR and TTFRA
ART and ARTA
Segments
Understanding Segments
Limitation
- Metrics related to open segments will become a part of conversation metrics once the segment is closed.
- Segments per conversation will be limited to 100.
- The date filter is currently limited to the start date of a conversation.
- Segment measures will auto-populate conversation measures after the conversation is marked closed.
- Maximum date range selection per dashboard is limited to three months at a time.
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