Active Agents

Number of agents that are currently active in all the connected platforms. Active agent is an agent that exists in the platforms and is not deleted. It does not imply the agent is available to engage with customers.

SELECT COUNT(Agent) 
  WHERE Agent ⏵ State IN ("Active")

Agent Conversations

Number of conversations in which agent was engaged. If an agent starts multiple engagements in a single conversation in the given time frame it is still counted as 1, unlike number of engagements.

SELECT COUNT(Engagement ⏵ Conversation) 
  WHERE Engagement ⏵ Type IN ("Agent")

Agent Conversations per Customer

The average number of conversation per one customer.

SELECT AVG(
  SELECT Agent Conversations 
    BY Customer)

Agent Engagements

Total number of agent engagements. This includes agent engagements that are associated with the agent including engagements that are in progress or marked as corrupted.

SELECT COUNT(Engagement) 
  WHERE Engagement ⏵ Type = "Agent"

Agent Engagements Ignored in SLA

Number of agent engagements that are not included in service level calculation.

SELECT Agent Engagements
  WHERE Engagement ⏵ Service Level IN ("Ignore")

Agent Engagements Tagged as Reviewed

Number of engagements that have at least one tag "Reviewed".

SELECT COUNT(Engagement)
  # Including only those negagement where an agent was involved
  WHERE Engagement ⏵ Type IN ("Agent")
    # Making sure that we include only completed reviews because those are there to stay
    AND Review ⏵ State IN ("Completed")
    # PID for Questions "Reviewed" that is used to tag reviewed engagements
    AND Question IN ("24bc8f9c-f340-4a41-8e77-9d364384f0ac")
  # We ignore Question level filters as this metric explicitly focused on "Reviewed" tag
  WITH PARENT FILTER EXCEPT Question

Agent Engagements Tagged as Reviewed %

Percentage of enagegemtns that are reviewed out of all agent engagements.

SELECT Agent Engagements Tagged as Reviewed
  / Agent Engagements

Agent Engagements for SLA

The number of agent engagements that is used for the total number of engagements included in the calculation.

SELECT Agent Engagements
  WHERE Engagement ⏵ State IN ("closed", "solved", "Completed")
    AND Engagement ⏵ Service Level NOT IN (NULL , "Ignore")

Agent Engagements in Progress

The number of agent engagements that are in progress. An agent started working on them but they were not marked as completed.

SELECT Agent Engagements 
  # The condition to include only engagements in progress
  WHERE Engagement ⏵ State IN ("In Progress")

Agent Engagements on Hold

The number of agent engagements that are on hold. An agent started working on them but were not finished. In the same time they were marked as on hold meaning the agent is not spending time with them.

SELECT Agent Engagements 
  # The condition to include only engagements on hold
  WHERE Engagement ⏵ State IN ("On Hold")

Agent Engagements out of SLA

Number of agent engagements that not match requirements for service level.

SELECT Agent Engagements
  # Condition to include only engagements out of SLA from the source platform
  WHERE Engagement ⏵ Service Level IN ("Out of SLA")

Agent Engagements per Agent

Total number of engagements per agent.

SELECT AVG(
  SELECT Agent Engagements 
    BY Agent)

Agent Engagements per Agent, Day

Shows average number of agent engagements per agent per day based on the time when the engagement started. This can be used to show average agent performance when comparing teams or just having an overall performance trend for the entire contact center. Includes only instances in the average when the agent had at least one engagement that day.

SELECT AVG(
  SELECT Agent Engagements 
    # group the count by both start time and the agent
    # the average then averages nuumber of engagements in those segments
    BY Start Time ⏵ day, Agent)

Agent Engagements per Agent, Hour

Shows average number of agent engagements per agent per hour based on the time when the engagement started. This can be used to show average agent performance when comparing teams or just having an overall performance trend for the entire contact center. Includes only instances in the average when the agent had at least one engagement that hour.

SELECT AVG(
  SELECT Agent Engagements 
    BY Start Time ⏵ hour, Agent)

Agent Engagements per Available Hour

Number of enagegement per hour that agent is in any available activity.

SELECT Agent Engagements
  / (Total Available Time / 3600)

Agent Engagements per Case

Average number of agent engagements per single case.

SELECT AVG(SELECT Agent Engagements 
  BY Engagement ⏵ Case)

Agent Engagements per Conversation

Average number of agent engagements per single conversations.

SELECT AVG(
  SELECT COUNT(Engagement) 
    BY Engagement ⏵ Conversation
    WHERE Engagement ⏵ Type = "Agent")

Agent Engagements per Customer

The average number of agent engagements per single customer.

SELECT AVG(
  SELECT Agent Engagements 
    BY Customer)

Agent Engagements per Hour of Day

Average agent engagements happening every hour.

SELECT AVG(SELECT Agent Engagements 
  BY Start Time ⏵ hourOfDay)

Agent Engagements with Agent Review

Number of agent engagements that have at least one given a

SELECT COUNT(Engagement, Review)
  WHERE Engagement ⏵ Type IN ("Agent") 
    AND Review ⏵ Type IN ("Agent")
    AND Review ⏵ State IN ("Completed")

Agent Engagements with Agent Review %

The percentage of agent engagements that have at least one review from the agent out of all completed agent engagements.

SELECT Agent Engagements with Agent Review /
 Completed Agent Engagements

Agent Engagements with Auto Review

Number of completed agent engagements that have at least one automatic review.

SELECT COUNT(Engagement, Review)
  WHERE Engagement ⏵ Type IN ("Agent") 
    AND Engagement ⏵ State IN ("Completed")
    AND Review ⏵ Type IN ("Auto")
    AND Review ⏵ State IN ("Completed")

Agent Engagements with Auto Review %

Percentage of engagements that have at least one completed auto review out of all completed engagements.

SELECT Agent Engagements with Auto Review 
  / Completed Agent Engagements

Agent Engagements with Customer Review

Number of completed agent engagements that have at least one review from the customer.

# Count engagements and make sure multiple reviews of the engagement only count as one
SELECT COUNT(Engagement, Review)
  # Only in agent engagements, if there was just waiting in the queue or similar experience, we do not care
  WHERE Engagement ⏵ Type IN ("Agent") 
    # Include only completed engagements as in progress may still have chnages in the future
    AND Engagement ⏵ State IN ("Completed")
    # Include only reviews from customers
    AND Review ⏵ Type IN ("Customer")
    # Include only completed, so if there is just a request for review and customer has not (yet) responded it does not count
    AND Review ⏵ State IN ("Completed")

Agent Engagements with Customer Review %

Percentage of engagements with at least one review from customers out of total completed engagements.

# Take all metric engagements that have at least on completed customer review
SELECT Agent Engagements with Customer Review 
  # Divide it by all completed agent engagements to get percentage
  /Completed Agent Engagements

Agent Engagements with Review

Number of agent engagements that have a any completed review.

# Count engagements and make sure multiple reviews of the engagement only count as one
SELECT COUNT(Engagement, Review)
  # Only in agent engagements, if there was just waiting in the queue or similar experience, we do not care
  WHERE Engagement ⏵ Type IN ("Agent") 
    # Include only completed engagements as in progress may still have chnages in the future
    AND Engagement ⏵ State IN ("Completed")
    # Include only completed, so if there is just a request for review and customer has not (yet) responded it does not count
    AND Review ⏵ State IN ("Completed")

Agent Engagements with Review %

SELECT Agent Engagements with Review /
 Completed Agent Engagements

Agent Engagements with Review Score

The number of engagements with at least one completed review from a reviewer.

SELECT COUNT(Engagement, Review)
  WHERE Engagement ⏵ Type IN ("Agent") 
    AND Review ⏵ Type IN ("Reviewer")
    AND Review ⏵ State IN ("Completed")

Agent Engagements with Reviewer Score %

SELECT Agent Engagements with Review Score /
 Completed Agent Engagements

Agent Engagements within SLA

Number of comleted agent engagements that were handled within the service level.

SELECT Agent Engagements
  WHERE Engagement ⏵ State IN ("Completed", "closed", "solved")
    AND Engagement ⏵ Service Level IN ("Within SLA")

Agent Score

The score of a review provided by the agent engaged in the reviewed engagement.

SELECT Review ⏵ Score
  WHERE Review ⏵ Type = "Agent"

Agent Service Level

Service level (SLA) for agent engagements. Percentage of engagements within service level out of all engagements that should be included in the calculation.

SELECT Agent Engagements within SLA /
  Agent Engagements for SLA

Agents with Engagement

Number of agents that had any engagement. Depending on use of start time or end time this metric shows how many agents started resp. concluded their engagements.

SELECT COUNT(Agent, Engagement) 
  WHERE Engagement ⏵ Type = "Agent"

Auto Score

Review score that was provided by an automated service or tool such as ML/AI model.

SELECT Review ⏵ Score
  WHERE Review ⏵ Type IN ("Auto")

Available Time %

The percentage of available time out of total.

SELECT Total Available Time
  / Total Activity Time

Average Agent Score

Average score from reviews that agents provided for their engagements.

SELECT AVG(Agent Score)

Average Auto Score

The average score received by automatic reviews.

SELECT AVG(Auto Score)

Average Capped Conformance per Agent, Day

Conformance averaged per agent per day.

# Average of conformance that gives an idea of individual performance on agent and daily basis
SELECT AVG(
  # Capped conformance that cannot go over 100%
  SELECT Conformance Capped to Scheduled Time 
    # Average by agent by date, so weekly conformance would calculate it as average of days
    # rather than using total time in activity and scheduled time of the entire week
    BY Agent, Interval Date ⏵ day)

Average Conformance per Agent, Activity, Day

Conformance averaged by agent activity and day.

SELECT AVG(
  SELECT Conformance
    BY Agent, 
      {label/agent_activity}, 
      Interval Date ⏵ day)

Average Conformance per Agent, Day

Conformance averaged per agent per day.

SELECT AVG(
  SELECTConformance 
    BY Agent, Interval Date ⏵ day)

Average Conformance per Agent, Week

Conformance averaged per agent per week.

SELECT AVG(
  SELECTConformance 
    BY Agent,  Interval Date ⏵ week)

Average Conversation Start to Engagement End

Average time from conversation start to engagement end rounded to minutes because date dimensions do not support second level accuracy.

SELECT AVG(Conversation Start to Engagement End)

Average Conversation Start to Engagement Start

Average time from conversation start to engagement start rounded to minutes because date dimensions do not support second level accuracy.

SELECT AVG(Conversation Start to Engagement End)

Average Customer Score

Average review score received from all customers.

SELECT AVG(Customer Score) 
  WHERE Review ⏵ State IN ("Completed")

Average Customer Score - Last 30 Days

SELECT Average Customer Score 
  WHERE Start Time ⏵ day > THIS(DAY, -30)
    AND Start Time ⏵ day <= THIS(DAY)

Average Empathy

SELECT AVG(Empathy)

Average Engagement Time

Average time agents spends engaged to the customer. This is from the moment when agent accepted invitation to join the conversation until the moment the agent moved to wrap up phase or completed the engagement.

SELECT AVG(Engagement ⏵ Engagement Time)

Average Engagement Time per Conversation

Average engagement time required for a single conversation. If multiple agents are engaged in the conversation at the same time this time is counted also multiple times. This metric tries to attribute time spent by all agents on the conversation.

SELECT AVG(
  SELECT Total Engagement Time 
    BY Engagement ⏵ Conversation)

Average Engagement Time per Customer

Average time agents were engaged with the customer.

SELECT AVG(
  SELECT Total Engagement Time 
    BY Customer)

Average Engagement Time without Agent

SELECT Average Engagement Time 
  BY ALL OTHER

Average Engagement Time without Agent Filter

SELECT Average Engagement Time 
  WITH PARENT FILTER 
  EXCEPT Agent

Average Focus Time

The average time the agent was focused on the customer. Unlike the Engagement Time this attributes time when the user had the engagement actually open in the agent desktop and does not include time when the agent was focused on something else while the engagement was not yet focused. This includes time during both engagement and wrap up phase. Most data sources do not support this level of detail.

SELECT AVG(Engagement ⏵ Focus Time)

Average Invitation Time

The average time it takes an agent to respond to an invitation to the conversation. For rejected or missed invitation this it the time it takes an agent to reject the invitation.

SELECT AVG(Engagement ⏵ Invitation Time)

Average Preparation Time

Average preparation time the agent spends before engagement preparing for it.

SELECT AVG(Engagement ⏵ Preparation Time)

Average Review Delay

SELECT AVG(Review Delay)

Average Reviewer Score

The average score received from a reviewer normalized to range 0 to 100%.

SELECT AVG(Reviewer Score)

Average Schedule Adherence per Agent, Day

Average schedule adherence averaged by agent and day. This metric is average of individual agent daily performance.

SELECT AVG(
  SELECT Schedule Adherence
    # Average by agent and date
    BY Agent, Interval Date ⏵ day)

Average Scheduled Time per Agent

The average scheduled time an agent is scheduled for activities.

SELECT AVG(
  SELECTTotal Scheduled Time
    BY Agent)

Average Score

The average score of all reviews that are completed.

SELECT AVG(Review ⏵ Score)
  WHERE Review ⏵ State IN ("Completed")

Average Wait Time

Average wait time before a customer is connected to an agent or leaves the queue.

SELECT AVG(Engagement ⏵ Wait Time)

Average Wait Time 🜄 Previous Time Period

SELECT Average Wait Time
  FOR PREVIOUSPERIOD(Start Time ⏵ day)

Average Wrap Up Time

Average time it takes agents to wrap up an engagement. This includes work such as filling information about the engagement into a CRM or create followups.

SELECT AVG(Engagement ⏵ Wrap Up Time)

Completed Agent Engagements

Number of agent engagements that were completed.

SELECT COUNT(Engagement) 
  WHERE Engagement ⏵ Type IN ("Agent")
    AND Engagement ⏵ State IN ("Completed")  

Completed Agent Reviews

The number of reviews that the agent provided.

SELECT COUNT(Review) 
  WHERE Review ⏵ Type IN ("Agent")
    AND Review ⏵ State IN ("Completed")

Completed Auto Reviews

The number of reviews that customer provided by the AI.

SELECT COUNT(Review) 
  WHERE Review ⏵ Type IN ("Auto")
    AND Review ⏵ State IN ("Completed")

Completed Customer Reviews

The number of reviews that customer provided responses to.

SELECT COUNT(Review) 
  WHERE Review ⏵ Type IN ("Customer")
    AND Review ⏵ State IN ("Completed")

Completed Queue Engagements

Number of queue engagements that were completed.

SELECT Queue Engagements
  WHERE Engagement ⏵ State IN ("Completed")

Completed Reviewer Reviews

Number of completed reviews by the reviewer.

SELECT COUNT(Review) 
  WHERE Review ⏵ Type IN ("Reviewer")
    AND Review ⏵ State IN ("Completed")

Completed Reviews

Number of reviews of all types that are completed. Results from this reviews can be used for the reporting.

SELECT COUNT(Review) 
  WHERE Review ⏵ State IN ("Completed")

Conformance

Conformance reports on total time spent in agent activities compared to scheduled time. This metric uses weighted average of individual activities thus spending more time in individual activities than scheduled time may offset for less then scheduled time spent in other activities. Note that agent by spending more time in an unproductive activity such as "break" may hide shorter activity time in a productive activities. For this reason use filters and/or segmentation by Agent Activity in insights and dashboards. You can also use metric Conformance Capped to Scheduled Time to mitigate this behavior.

# Total of all actual activity time of the agent (the time the agent actually spent in that activity)
SELECT Total Activity Time
# As this is weighted average by Scheduled Time we use its total actoss all activities as denominator
/ Total Scheduled Time

Conformance Capped to Scheduled Time

Conformance reports on total time spent in agent activities compared to scheduled time. This metric uses weighted average of individual activities but caps individual activities to their scheduled time. This prevents behavior in which spending more time than scheduled in unproductive activities such as "break" offset less time spent in productive activities.

# The actual time spent in the give activitities
SELECT SUM(
  # Choose the lower time from the total scheduled time and actual activity time
  SELECT LEAST(
      Total Scheduled Time, 
      Total Activity Time)
    # Group the individual activities to cap each individually
    BY {label/agent_activity})
# Total time scheduled actoss all activities as denominator in the weighted average
/ Total Scheduled Time

Conformance Unavailable Capped to Scheduled Time

# The actual time spent in the give activitities
SELECT (
  # First sum all unavailable time
  SELECT SUM(
  # Choose the lower time from the total scheduled time and actual activity time
    SELECT LEAST(
      Total Scheduled Time, 
      Total Activity Time)
      # Group the individual activities to cap each individually
      BY {label/agent_activity} 
      WHERE {label/availability} IN ("Unavailable"))
    # Then add all activity time in available activities
    + (SELECT 
        Total Activity Time 
        WHERE {label/availability} IN ("Available")))
# Total time scheduled actoss all activities as denominator in the weighted average
/ Total Scheduled Time

Conformance for Available Activities

# Total of all actual activity time of the agent (the time the agent actually spent in that activity)
SELECT Total Activity Time
  # As this is weighted average by Scheduled Time we use its total actoss all activities as denominator
  / Total Scheduled Time
  # This prevents the unavailable activities from offsetting time spent in available activities
  WHERE {label/availability} IN ("Available")

Constant 100%

Convenience constant metric equal to 100%. You can use this number as a target in insights and dashboards.

SELECT 1

Conversation Start to Engagement End

The time from conversation start to engagement start.

SELECT DATETIME_DIFF(
  Conversation Start Time ⏵ minute, 
  End Time ⏵ minute)
  # Recalculate to seconds to have the same units as other metrics
    * 60;

Conversation Start to Engagement Start

The time from conversation start to engagement start.

SELECT DATETIME_DIFF(
  Conversation Start Time ⏵ minute, 
  Start Time ⏵ minute)
  # Recalculate to seconds to have the same units as other metrics
    * 60;

Conversations

Total number of conversations. When reporting on conversations make sure you understand that any conversation that have at least one engagement matching a filtering criteria or belonging to a given segment is counted. If you have one conversation with 2 engagements each starting at a different date the conversation will get reported in both days.

SELECT COUNT(Engagement ⏵ Conversation) 
  WHERE Engagement ⏵ Type IN ("Agent")

Conversations per Agent per Day

SELECT AVG(
  SELECT Conversations 
    BY Agent, Conversation Start Time ⏵ day)

Conversations per Agent per Hour

SELECT AVG(
  SELECT Conversations 
    BY Agent,  Conversation Start Time ⏵ hour)

Conversations with Review

Number of conversations that have a any completed review.

# Count engagements and make sure multiple reviews of the engagement only count as one
SELECT COUNT(Engagement ⏵ Conversation, Review)
  # Only in agent engagements, if there was just waiting in the queue or similar experience, we do not care
  WHERE Engagement ⏵ Type IN ("Agent") 
    # Include only completed engagements as in progress may still have chnages in the future
    AND Engagement ⏵ State IN ("Completed")
    # Include only completed, so if there is just a request for review and customer has not (yet) responded it does not count
    AND Review ⏵ State IN ("Completed")

Conversations with Review %

SELECT Conversations with Review /
  Conversations

Corrupted Engagements

Total number of corrupted engagements. These are engagements where the original data source provided incomplete or unexpected information about the engagement and it is impossible to represent the metrics with confidence.

SELECT Engagements
  WHERE Engagement ⏵ State = "Corrupted"

Customer Review Coverage FIX

SELECT Completed Customer Reviews 
  / Started Conversations

Customer Review Response Rate

The percentage of customer reviews that got a response from the customer out of total number of requested.

SELECT Completed Customer Reviews 
  / Requested Customer Reviews

Customer Score

The score that is received from the customer normalized to percentages in range from 0 to 100%.

SELECT Review ⏵ Score
  WHERE Review ⏵ Type = "Customer"

Customers

The total number of customers.

SELECT COUNT(Customer)

Customers Left

Number of queue engagements in which the customer has left before being moved to another queue or an agent started to engage with them.

SELECT Queue Engagements 
  WHERE Engagement Outcome ⏵ Name IN ("Customer Left")

Customers Left %

Percentage of queues in which customer left before transfer to another queue or starting to talk to agents.

SELECT Customers Left 
/ Completed Queue Engagements

Customers Left % 🜄 Previous Time Period

SELECT Customers Left %
  FOR PREVIOUS(Start Time ⏵ day)

Customers Left 🜄 Previous Time Period

SELECT Customers Left 
  FOR PREVIOUS(Start Time ⏵ day) 

DEPRECATED Engagements Tagged as Reviewed

Number of engagements that have at least one tag "Reviewed".

SELECT COUNT(Engagement)
  # Making sure that we include only completed reviews
  WHERE Review ⏵ State IN ("Completed")
    # PID for Questions "Reviewed" that is used to tag reviewed engagements
    AND Question IN ("24bc8f9c-f340-4a41-8e77-9d364384f0ac")
  # We ignore Question level filters as this metric explicitly focused on "Reviewed" tag
  WITH PARENT FILTER EXCEPT Question

Difference Between Agent and Review Score

SELECT ( Average Agent Score - 
  X Average Review Score)
  # we do not use percentage formating but percentage points so we multiply this to get from 0 to 1 range to 0 to 100 range
  * 100 

Difference Between Agent and Robot Score

SELECT ( Average Agent Score - 
  X Average Auto Score)
  * 100 # we do not use percentage formating but percentage points so we multiply this to get from 0 to 1 range to 0 to 100 range

Difference Between Customer and Agent Score

SELECT (Average Customer Score - 
  Average Agent Score)
  * 100 # we do not use percentage formating but percentage points so we multiply this to get from 0 to 1 range to 0 to 100 range

Difference Between Customer and Review Score

SELECT (Average Customer Score - 
  X Average Review Score)
  * 100 # we do not use percentage formating but percentage points so we multiply this to get from 0 to 1 range to 0 to 100 range

Difference Between Customer and Robot Score

SELECT (Average Customer Score - 
  X Average Auto Score)
  * 100 # we do not use percentage formating but percentage points so we multiply this to get from 0 to 1 range to 0 to 100 range

Difference Between Review and Robot Score

SELECT (X Average Review Score - 
  X Average Auto Score)
  * 100 # we do not use percentage formating but percentage points so we multiply this to get from 0 to 1 range to 0 to 100 range

Empathy

The difference between agent and customer score associated with an engagement. The lower the value the larger difference between how agents perceive themselves and how customers perceive them.

SELECT 1 - ABS(
  SELECT Average Customer Score 
    - Average Agent Score 
    BY Engagement)

Engagements

Raw count of engagements. This metrics should be used for technical purposes mostly or just a building block as it does not exclude any engagements even those that are corrupted, technical and similar. It is very unlikely to see those in a single report with the rest unless for technical reasons.

SELECT COUNT(Engagement)

Engagements per Agent per Day

Average number of engagements per agent per day.

SELECT AVG(
  SELECT Agent Engagements 
    BY Start Time ⏵ day, Agent)

Good Reviews

The number of reviews that have normalized score 100% or higher (if bonus score is allowed).

SELECT Completed Reviews
  WHERE Review ⏵ Score >= 1

Greatest Difference between Scores

SELECT GREATEST(
  ABS(Difference Between Customer and Agent Score),
  ABS(Difference Between Customer and Robot Score),
  ABS(Difference Between Customer and Review Score),
  ABS(Difference Between Agent and Robot Score),
  ABS(Difference Between Agent and Review Score),
  ABS(Difference Between Review and Robot Score))

Handling Time

Handling time is a time agent uses on their side to engage in a conversation. It represents the effort invested by the agent expressed in time.

SELECT IFNULL(Engagement ⏵ Preparation Time, 0) 
+ IFNULL(Engagement ⏵ Engagement Time, 0)
+ IFNULL(Engagement ⏵ Wrap Up Time, 0)

In Adherence Time

SELECT LEAST(Scheduled Time, {fact/activitytime})
  WHERE Activity ⏵ Type IN ("Agent Activity") # todo remove this condition after clean up

Max Engagement Time

Longest engagement time.

SELECT MAX(Engagement ⏵ Engagement Time)

Max Focus Time

The maximum time the agent was focused on the customer. Unlike the Engagement Time this attributes time when the user had the engagement actually open in the agent desktop and does not include time when the agent was focused on something else while the engagement was not yet focused. This includes time during both engagement and wrap up phase. Most data sources do not support this level of detail.

SELECT MAX(Engagement ⏵ Focus Time)

Max Invitation Time

The longest time it took an agent to accept, reject or miss an invitation to a conversation. You can filter by engagement status attribute to focus on accepted, rejected or missed invitations.

SELECT MAX(Engagement ⏵ Invitation Time)

Max Preparation Time

Average preparation time the agent spends before engagement preparing for it.

SELECT MAX(Engagement ⏵ Preparation Time)

Max Wait Time

Longest time a customer waited for connection with an agent.

SELECT MAX(Engagement ⏵ Wait Time)

Max Wrap Up Time

Longest time an agent spent in a wrap up phase.

SELECT MAX(Engagement ⏵ Wrap Up Time)

Median Engagement Time

Median time agents spends engaged to the customer. This is from the moment when agent accepted invitation to join the conversation until the moment the agent moved to wrap up phase or completed the engagement.

SELECT AVG(Engagement ⏵ Engagement Time)

Median Invitation Time

The median time it takes an agent to respond to an invitation to the conversation. For rejected or missed invitation this it the time it takes an agent to reject the invitation.

SELECT MEDIAN(Engagement ⏵ Invitation Time)

Median Wrap Up Time

Median time it takes agents to wrap up an engagement. This includes work such as filling information about the engagement into a CRM or create followups.

SELECT AVG(Engagement ⏵ Wrap Up Time)

Mixed Reviews

The number of reviews that have normalized score higher than 0% but lower than 100%.

SELECT Completed Reviews
  WHERE Review ⏵ Score > 0 AND Review ⏵ Score < 1

Order of Engagement in Conversation

The order of engagement in a conversation ranked by start time of the engagement.

SELECT RANK(Engagement ⏵ Time) WITHIN(Engagement ⏵ Conversation)

Out of Adherence Time

The time the agent was out of adherence in a single time interval for a single activity.

SELECT GREATEST(Scheduled Time - {fact/activitytime}, 0)

Pending Reviews

The number of reviews that are still pending. A customer or a user was asked to provide the review but there is no response yet.

SELECT COUNT(Review) 
  WHERE Review ⏵ State IN ("Pending")

Poor Reviews

The number of reviews that have normalized score 0% or lower (if negative score is allowed).

SELECT Completed Reviews
  WHERE Review ⏵ Score <= 0

Queue Engagements

SELECT COUNT(Engagement)
  WHERE Engagement ⏵ Type = "Queue"

Queue Engagements Completed

The number of completed queue engagements.

SELECT Queue Engagements
 WHERE Engagement ⏵ State = "Completed"

Queue Engagements Ignored in SLA

Number of queue engagements that should be excluded from SLA calculation. These are often engagements that were too short and customer left before the company had any realistic chance of handling them properly.

SELECT Queue Engagements
  WHERE Engagement ⏵ Service Level IN ("Ignore")

Queue Engagements by Date

SELECT AVG(
  SELECT Queue Engagements 
    BY Start Time ⏵ day)

Queue Engagements in Progress

Number of queue engagements that were in progress during the last load of data.

SELECT Queue Engagements
  WHERE Engagement ⏵ State IN ("In Progress")

Queue Engagements out of SLA

The number of queue engagements that are not handled within the targets for service level.

SELECT Queue Engagements
  WHERE Engagement ⏵ Service Level IN ("Out of SLA")

Queue Engagements within SLA

Number of completed queue engagements that were handled within the target service level.

SELECT Queue Engagements
  WHERE Engagement ⏵ Service Level IN ("Within SLA")

Queue Engagements 🜄 Previous Time Period

SELECT Queue Engagements 
  FOR PREVIOUS(Start Time ⏵ day)

Queue Service Level

Percentage of completed queue engagements that were handled within the target service level.

SELECT Queue Engagements within SLA /
   Completed Queue Engagements

Queue Service Level 🜄 Previous Time Period

SELECT Queue Service Level
  FOR PREVIOUS(Start Time ⏵ day)

Rank in Engagement Time

SELECT RANK(Engagement ⏵ Engagement Time)

Rejected Invitations

SELECT COUNT(Engagement)
  WHERE Engagement ⏵ Type IN ("Invitation")
    AND Engagement Outcome ⏵ Outcome IN ("Rejected")

Requested Customer Reviews

Total number of reviews that were requested from the customer. Includes reviews that were completed but also those that are still pending, were ignored or rejected.

SELECT COUNT(Review)
  WHERE Review ⏵ Type IN ("Customer")

Review Coverage

SELECT Completed Reviews / Started Conversations

Review Delay

SELECT DATETIME_DIFF(
  End Time ⏵ minute, 
  Review Time ⏵ minute) 
  * 60 # So we have time in seconds as we have all duration times

Reviewer Score

Score for a single review received from a reviewer. Normalized to 0 to 100%.

SELECT Review ⏵ Score 
  WHERE Review ⏵ Type IN ("Reviewer")

Schedule Adherence

SELECT Total In Adherence Time 
/ Total Scheduled Time

Started Agent Engagements per Hour

SELECT AVG(
  SELECT Agent Engagements 
    BY Start Time ⏵ hour) 

Started Conversations 2

SELECT Agent Engagements 
  WHERE Engagement ⏵ Time = (SELECT MIN(Engagement ⏵ Time) 
      BY Engagement ⏵ Conversation ALL OTHER)

Started Conversations per Agent

SELECT AVG(
  SELECT Started Conversations 
    BYAgent)

Started Conversations per Agent, Day

SELECT AVG(
  SELECT Started Conversations 
    BY Start Time ⏵ day, Agent)

Started Conversations per Agent, Hour

SELECT AVG(
  SELECT Started Conversations 
    BY Start Time ⏵ hour, Agent)

Started Conversations per Hour

The number of conversations that were started per hour.

SELECT AVG(
  SELECT Started Conversations 
    BY Start Time ⏵ hour)

Technical - Max Scheduled Time

SELECT MAX(SELECT Total Scheduled Time BY Agent)

Technical - Unknown Engagements

SELECT COUNT(Engagement)
  WHERE Engagement ⏵ Type IN ("Unknown")

Total Activity Time

Total time agent actually spent in a given activity.

# TODO Remove filter - now because of schedule still being in data
SELECT SUM({fact/activitytime}) 
  WHERE Activity ⏵ Type IN ("Agent Activity")

Total Available Time

Total time the agent was in any agent activity that is considered that the agent is available.

SELECT Total Activity Time
  WHERE {label/availability} IN ("Available")

Total Engagement Time

Total time spent engaged to the customer. If an agent is engaged to multiple customers at one time this metric counts that time multiple times.

SELECT SUM(Engagement ⏵ Engagement Time)

Total Engagement Time by Agent by Day

The average total engagement time per agent per day. This metric is useful to measure how close the agents are to an expected time spent with the customer

SELECT AVG(
  SELECT Total Engagement Time 
    BY Agent, Start Time ⏵ day)

Total Focus Time

The total time the agent was focused on the customer. Unlike the Engagement Time this attributes time when the user had the engagement actually open in the agent desktop and does not include time when the agent was focused on something else while the engagement was not yet focused. This includes time during both engagement and wrap up phase. Most data sources do not support this level of detail.

SELECT SUM(Engagement ⏵ Focus Time)

Total In Adherence Time

Total time in schedule adherence based on individual 15 minute intervals.

SELECT SUM(In Adherence Time)

Total Negative Transactions Revenue

Total of all negative revenue from all the transactions. This metric focuses specifically on transactions that had a negative financial impact such as refunds.

SELECT Total Transactions Revenue
  WHERE Transaction ⏵ Revenue < 0

Total Out of Adherence Time

Total time out of adherence based on individual 15 minute intervals.

SELECT SUM(Out of Adherence Time)

Total Positive Transactions Revenue

Total of all positive revenue from all the transactions. This metric excludes all negative revenue such as refunds, charge backs, etc.

SELECT Total Transactions Revenue
  WHERE Transaction ⏵ Revenue > 0

Total Revenue

The total revenue from all transactions.

SELECT SUM(Transaction ⏵ Revenue)

Total Scheduled Time

Total time scheduled for agents to spend in a given activity.

SELECT SUM(Scheduled Time) 

Total Transaction Goods Volume

Total volume of goods included in the transactions.

SELECT SUM(Transaction ⏵ Volume)

Total Transactions Cost

Total cost of goods reported in the transactions.

SELECT SUM(Transaction ⏵ Cost)

Total Transactions Discount

Total value of discounts provided in the reported transactions.

SELECT Total Transactions Price 
- Total Revenue

Total Transactions Price

Total (standard) price of items involved in the reported transactions.

SELECT SUM(Transaction ⏵ Price)

Total Transactions Profit

Total profit generated in all reported transactions.

SELECT SUM(Transaction Profit)

Total Transactions Revenue

Total revenue generated by the reported transactio

SELECT SUM(Transaction ⏵ Revenue)

Total Unavailable Time

Total time the agent was in any agent activity that is considered that the agent is not available..

SELECT Total Activity Time
  WHERE {label/availability} IN ("Unavailable")

Total Wrap Up Time

SELECT SUM(Engagement ⏵ Wrap Up Time)

Transaction Discount

Transaction discount is calculated as the (standard) price minus the actual transaction revenue.

SELECT Transaction ⏵ Price - Transaction ⏵ Revenue

Transaction Profit

The profit of a transaction calculated as a revenue generated minus associated costs.

SELECT Transaction ⏵ Revenue - Transaction ⏵ Cost

Transactions

Total number of transactions associated with engagements. Transactions are operations that happened during the engagements and may or may not have financial implications. A transaction can be a sold product, refund of an existing product, change of state of an order, support request for a specific product and similar.

SELECT COUNT(Transaction)

Unavailable Time %

The percentage of not available time out of total.

SELECT Total Unavailable Time
  / Total Activity Time

User Engagements

Total number of engagements with users - agents that are people. This metric excludes engagements with bots and other services.

SELECT COUNT(Engagement) 
  WHERE Engagement ⏵ Type = "Agent"
    AND Agent ⏵ Type = "User"

View

Metric useful for sorting the engagements and having click through to detailed customer journey. This metric does not show the actual number. It shows a constant text "View" that encourages users to click on it when viewing customer journey.

SELECT MAX(Engagement ⏵ Time)

View - Engagements With Review

SELECT MAX(Engagement ⏵ Time)
  WHERE (SELECT Completed Reviews 
    BY Engagement) >= 1

View - Engagements Without Reviews

SELECT MAX(Engagement ⏵ Time)
  WHERE IFNULL(
    SELECT Agent Engagements with Review 
      BY Engagement, 0) = 0

View - Engagements with Named Turns

# Enables use for sorting by Engagement start time
SELECT MAX(Engagement ⏵ Time)
  # Include only engagements that have at least one named turn
  WHERE (SELECT DEMO Named Turns 
    # Number of turns is individually calculated for every engagement
    BY Engagement) >= 1