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 |
| 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 |
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 |
| 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 which made the transfers/escalated to either a skill or an agent. To be used with total transfer. |
| MCS Type | conversationInfo_mscCategory | Dimension | Conversation | Categories of MCS: Negative, Positive, Neutral |
| 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 | The answer provided by KAI may or may not be used by agents. Answer Used divides the usage. Ex: Yes, No |
| 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 | A KAI answer can be divided into Generative Answers (LLM text) and Non Generative answers (Standard KB Answers/text) |
| 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 |
| Consumer Device | consumerInfo_consumerdevice | Dimension | Conversation | Provides information on Consumer devices. Ex: Mobile, Desktop, etc. |
| 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 |
| Post Survey Status | postSurvey_surveyUsed | 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. |
| 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. |
| Total Conversation | 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 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 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 | avg_calculatedCsat | Measure (%) | Segment/ Conversation | Average satisfaction score of the conversation for the selected dimensional aggregation. Customer Satisfaction Score |
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. |
| 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 |
AbandonedAfterHumanAgentResponseOutsideSla** | Dimension | Conversation | Marked true if SLA was breached by any agent response in a closed conversation with no consumer response after agent response | |
| FirstHumanAgentResponseWithinSLA** | Dimension | Conversation | Marked true if the first human agent response did not breach SLA in a conversation | |
AbandonedAfterFirst HumanAgentResponseWithinSla** | Dimension | Conversation | Marked true if SLA was not breached by the first response of a human agent in a closed conversation with no consumer response after agent response | |
AbandonedAfterHumanAgentResponse** | Dimension | Conversation | Marked true if no consumer response after the last response of a human agent in a closed conversation | |
HasAgentResponseSlaBreach** | Dimension | Conversation | Marked true if any response of a human agent breaches SLA in a conversation | |
FirstAgentResponseWithinSLA** | Dimension | Segment | Marked true if the first response of a human agent does not breach SLA in a conversation segment | |
Total AgentResponsewithSLABreach** | Measure | Segment | Total times in a conversation human agent responses breached SLA | |
Total AgentResponseswithinSLA** | Measure | Segment | Total times in a conversation human agent responses did not breach SLA | |
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 Segments** | total_interactivesegment | Measure | Segment | The number of skill-agent-segments with at least one message from the consumer to an agent |
| Interactive Segment 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 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 |
| Skill to Skill Transfer Rate** | percent_skilltoSkillTransfer | Measure | Conversation | Percentage (%) of total unique conversation with transfer Skill To Skill / Total handled conversations. Handled conversations is the number of conversations in which any agent (Bot Or Human) sent at least 1 message during the selected timeframe. |
| Total Conversation Closed by System** | count_conversationsClosedBySystem | Measure | Conversation | Number of conversation which were closed by system. Conversations which have closed reason as timeout. |
(**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.
- 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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