Aggregations use individual facts to calculate higher level value that combines all individual values into one overall value.
In the simplest form aggregations calculate one value for all data in the contact center. Aggregations are typically combined with filtering and segmentation. Filtering enables to focus on data of interest and remove noise (extremely low and high values). [Problem Internal Link] enables to calculate values for individual segments of data with different value of an attribute.
You can filter and segment directly in the metrics definition or when building the insights based on the metric. Filtering (not segmentation) can also be added when building dashboards.
Do not add unnecessary filtering and segmentation directly in the metric. Metrics can be fairly simple and generic so they can be used for building many different insights.
COUNT
Counts all distinct values of the attributes of the given attribute matching the criteria.
Syntax
SELECT COUNT(**attribute**)
Example
SELECT COUNT(**Engagement**)
WHERE **Type** = "Agent" AND **Outcome** = "Sale"
SUM
Shows total value of all individual values matching the condition.
Syntax
SELECT SUM (**fact or metric**)
Example
SELECT SUM(**Wrap Up Time**)
WHERE **Wrap Up Time** > 3
AVG
Shows an average value of a fact or a metric. Facts that are empty and metric that are empty do not influence the average. Averages are bread and butter for every contact center.
Syntax
SELECT AVG(**fact or metric**)
Example
SELECT AVG(**Wait Time**)
WHERE **Type** = "Queue"
MAX
Maximum value of a fact or a metric.
Syntax
SELECT MAX(**fact of metric**)
Example
SELECT MAX(**Wait Time**)
WHERE **Queue** = "VIP"
MIN
Minimum value of a fact or a metric.
Syntax
SELECT MIN(**fact of metric**)
Example
SELECT MIN(**Handling Time**)
WHERE **Outcome** = "Success"
MEDIAN
Median value of a fact or a metric. This means that half of the values are lower that the median and half of the values is higher than the median.
Syntax
SELECT MEDIAN(**fact of metric**)
Example
SELECT MEDIAN(**Wait Time**)
WHERE **Queue** = "L1 Support"
You can consider using MEDIAN as alternative to AVG for your overall metrics. Median is not so easily skewed by extremely high values used to calculate the average.
GREATEST
GREATEST chooses the highest value from those provided to it as parameters. It accepts both facts and metrics as its attributes.
Syntax
SELECT GREATEST(**fact or metric**, **fact or metric**, ...)
Examples
SELECT GREATEST(
**Average Customer Score**, **Average Agent Score**, **Average Quality Score**)
LEAST
LOWEST chooses the lowest value from those provided to it as parameters. It accepts both facts and metrics as its attributes.
Syntax
SELECT LEAST(**fact or metric**, **fact or metric**, ...)
Examples
SELECT LOWEST(
**Average Customer Score**, **Average Agent Score**, **Average Quality Score**)