V3 Metrics

What’s about?

There are a lot of key metrics, like Average Wait Time, Abandon Rate and Average Handle Time, that can be used as key performance indicators (KPIs). 

The Metrics Section under the Analytics Menu allows you to create your call center's custom metrics that can be reused for multiple reports.

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Create a Metric

To create a new Metric click on the plus button. Enter Metric Name, Table, Metric and Description then click on Add Metric. Refer to MYSQL documentation for the Metric field syntax.

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After creating a custom metric, it will be available in the list of custom metrics when you add a report field. 

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Edit a Metric

Find the metric from the metrics list and Click on Edit Metric. Edit parameters of the metric and click on Save.

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Metrics on New Client Experience

AVAILABLE FROM VERSION 3.41.0

If you enable New Client Experience, you can view this visualisation, with the list of created metrics:

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you can:

• search for a specific metric

• clear all filters

• manage columns, by selecting or not them

• activate the advanced search for each field

• from the 3 dots menu, you can edit or delete the metric

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