General Campaign Metrics View

Bright Pattern Documentation

Generated: 7/05/2022 10:49 am
Content is available under license unless otherwise noted.


Understanding Real-Time Metrics

Real-time metrics are constantly updated in real-time (every few seconds) to reflect the current status of your contact center operations. The system provides real-time metrics of two types: cumulative and instantaneous.


Agent Desktop displays metrics such as these in real-time


Names of many metrics have prefixes IN, OUT, or CB.


For more detailed metric descriptions, follow these links:


Additionally, a list of All Real-Time Metrics and their definitions is available in the Reporting Reference Guide. Information About Real-Time Metrics, also located in the Reporting Reference Guide, provides general details about how these metrics function.



Customization of Metric Views

Depending on your permissions, you may be able to customize real-time metric views by removing undesired metrics, adding other metrics that you may want to see, and changing the order in which metrics are arranged in the table. You may also be able to set such a customized view as a default view for all other supervisors of your contact center.


Adding and Removing Metrics

To remove a particular metric:

  1. Hover your cursor over the corresponding column name and click the drop-down menu icon Pull-Down-Icon.png that will appear.
  2. Select the Hide metric option.


How to hide metrics


To add a metric:

  1. Hover your cursor over the name of the column next to where you want to add this new metric, and click the drop-down menu icon Pull-Down-Icon.png that will appear.
  2. Select the Add metrics… option. A list of available metrics will appear with checkboxes next to their names.
  3. Locate the desired metric in the list and select its checkbox.
  4. Click OK.


Select the metrics to be shown in Agent Desktop


Rearranging Metrics Columns and Reverting to Default Views

To rearrange the order of columns in the metrics view, use the mouse to click on and drag the name of the columns to the desired locations.


Click and drag to arrange metrics


You can also restore the original metrics set with the original order of columns. To do so, open the drop-down menu next to any metric and click the Restore default view option.

Saving a New Default View

Once you have completed all of the desired configuration changes, you can set the new view as the new default view for all other supervisors of your contact center. To do so, open the drop-down menu next to any metric and click the Set view as default system-wide setting. Note that this function requires a separate permission.

The list of metrics that appears when you click the Add metric… option contains brief descriptions for all real-time metrics available for the selected object (service, campaign, or agent). For the descriptions of metrics currently displayed in the metrics views, you can simply hover over the corresponding column titles.

For more detailed metric descriptions, follow these links:




List of Campaign Metrics

This section provides detailed descriptions of the real-time metrics that apply to campaigns and that can be displayed via the General and Individual Campaign Metrics views. Metrics are arranged in alphabetical order.

Many metrics available for display in this view can also be displayed via the Service Metrics View. If you cannot find the description of the desired metric in this section, see section List of Service Metrics or All Real-Time Metrics in the Reporting Reference Guide.

Note the following considerations regarding the general campaign metrics:


Metric Descriptions

For definitions of these metrics, as well as a complete list of real-time metrics, see List of All Real-Time Metrics in the Reporting Reference Guide. The metrics here are listed in alphabetical order.

ASR %

Attempted

Attempted %

Busy

Completed

Completed %

Dialable

Est Duration

Expired

IN Max Wait

Lists P. A. Completed

Lists P. A. Remaining

Logged In

Mode

Not Ready

OUT Abandoned

OUT Abandoned %

OUT Active

OUT Agent Disconnected

OUT Answered

OUT Answered %

OUT Avg Talk Time

OUT Call Rate

OUT Dialed

OUT Failed

OUT Handled

OUT IVR Abandoned

OUT IVR Abandoned %

OUT IVR Dropped

OUT in Progress

OUT Queue Abandoned

OUT Queue Abandoned %

OUT Queue Dropped

OUT Remote Disconnected

OUT Ringing Abandoned

OUT Ringing Dropped

OUT Routed

OUT Total Talk Time

OUT Transferred

OUT Unattended

Occupancy

Out of Quota

Ready

Total Completed

Total Completed %

Total DNC

Total Records

Total Remaining