Built-in Metrics Overview | Salted CX Help and Documentation

Salted CX provides set of built-in metrics that are independent on data source and you can use them from day one to build insights and dashboards. These metrics build on top of Untitled.

This article focuses on some common KPIs contact centers use to measure performance and how Salted CX understands them. For details on how individual metrics are calculated please check Metrics Reference.

Quality and granularity of data from the source platforms may be impact what metrics are available for the given platform.

Handling Time

Salted CX calculates handling time using a simple formula:

HandlingTime = PreparationTime+EngagementTime+WrapUpTime

Handling Time is focused on reporting time agents are reserved to engage in a given conversation.

Preparation Time is the time agent spends preparing for the engagement without actually engaging with the customer. For example during some outbound campaigns the agent may need some time to learn basic information about the customer to have shorter engagement time and better rapport building with the customer.

Engagement Time is the time the agent is in conversation and engaging with the customer. This is from the moment when agent joins the conversation until the moment the agent leaves the conversation with the customer and transitions to wrap up work if any.

Wrap Up Time is the time agent spends after they leave the conversation with the customer to perform tasks such as filling information into a CRM.

There can be multiple engagements in a single conversation. These engagements can overlap. This means that sum of handling time (and engagement time) for a conversation can be more that the conversation lasted. For example if two agents would be engaged with the customer from start to end the sum of engagement time for that conversation would be twice the actual duration.

Service Level

Service level represents percentage of engagements that were handled within required

Built-in metrics for service level rely on Engagement ⏵ Service Level attribute. This attribute has several possible values as shown in the table below.

Service Level	Description
Within SLA	The engagement was handled according to service level requirements.
Out of SLA	The engagement was not handled within the service level requirements.
Ignore	The engagement should be excluded from any calculation of SLA-based metrics.

The general formula for calculating the service level is the following:

SLA = \frac{EngagementsWithinSLA}{TotalEngagements-IgnoredEngagements}

There are several other considerations for the built in SLA metrics:

Only engagements that are completed are included in SLA calculation

Engagements that have any other value from the above table are included in the number of total engagements

There are separate metrics related to engagements with Type equal to Agent and Queue because different connected platforms provide different SLA calculations

The categorization to the categories above depends on settings in the connected platform.

You can create a custom metric for service level calculation that takes into consideration specifics of you business. See Untitled for more information.

Transactions

Transactions represent a operations that were made during an engagements. They may or may not have a financial impact.

Each transaction has the following facts:

Fact	Description
Cost	All the costs associated with this transitions.
Price	Base price for this transaction before any discounts for the entire volume.
Revenue	Total actual revenue generated from this transaction. This includes any discounts and applies to the entire volume of the transaction.
Volume	Number of items or volume of products or services associated with this transaction.

There are built-in metrics calculated facts available in the Transaction data set based on formulas below:

Profit = Revenue - CostMargin = \frac{Profit}{Revenue}Discount = Price - RevenueDiscount\ \% = \frac{Discount}{Price} = \frac{Price - Revenue}{Price}

You can create custom metrics for transactions-related reporting. See Untitled for more information.

Salted CX is not intended as a financial reporting tool. The transaction data are supported to help contact centers be more aligned with the overall business and understand relationships and tradeoffs between estimated financial performance and other performance metrics.

In Progress Metrics

There are multiple metrics showing engagements in progress. This means that these engagements were in progress during the last data load. In the meantime they may have been resolved. Be careful when drawing conclusions from those metrics. They are intended to show a long running engagements that are still in your backlog and are not suitable for real time monitoring.