Metrics

The Metrics section within the Analytics menu allows you to create custom call center metrics, which can be used as key performance indicators (KPIs) in various reports. Metrics like Average Wait Time, Abandon Rate, and Average Handle Time are commonly used to track performance. This section enables you to design tailored metrics that can be reused across different reports.

The Metrics section lets you define, edit, and manage custom metrics for your call center's needs. These metrics provide valuable insights into your operations and can be added to any report to measure specific performance indicators.

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To create a new metric:

1. Click the Add button to start a new metric.

2. Enter the following details:

   • Metric Name: The name of your custom metric.

   • Table: The database table to retrieve data from.

   • Metric: The actual metric or formula used to compute the value (refer to MySQL documentation for syntax).

   • Description: A brief description of the metric's purpose.

3. Click Add to save your custom metric.

After creating a custom metric, it will appear in the list of available metrics when you add fields to your reports.

Moreover from the Metrics section, you can view all created metrics and you can manage table visualisation and search functionalities.

To modify an existing metric:

1. Find the metric in the list of available metrics.

2. Click Edit.

3. Adjust the metric's parameters as needed.

4. Click Save to apply the changes.