Add Custom Metrics to Analytics for Contact Center

Objective

Create custom metrics in Analytics for Contact Center.

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:

In the top-right corner, click , and select Custom Metrics from the menu.
From the pop-up window, select to create a custom metric for agent or queue metrics.
Click New.
Enter the name, display name, and the following information:
1. Value Type: Indicate if the metric is of the Count, Percentile, or Time type.
2. Metric Type: Select if the metric is real-time, interval-based, or for today.
3. Description: Add a description for the metric.
4. 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 in the Analytics for Contact Center product documentation.

Learn how to Add Custom Metrics From Contact Center to Dashboards.