| AverageSCVCallDuration |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The average call duration, measured in minutes, for a given day.
|
| AvgMessagesPerCall |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The average number of transcription messages per call for a given
day.
|
| InboundCallsAgentsConnected |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of inbound calls where agents connect with callers for
a given day.
|
| MaxMessagesPerCall |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of transcription messages for the call with the highest
number of said messages for a given day.
|
| MaxSCVCallDuration |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The longest call duration, measured in minutes, for a given
day.
|
| MetricsDate |
- Type
- date
- Properties
- Filter, Group, Sort
- Description
- The date and time (in UTC) when the metric was gathered. For
example, daily metrics jobs run at 12am local instance time (not
UTC).
|
| NumACWInitiated |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of calls where After Conversation Work (ACW) is
initiated for a given day.
|
| NumCallbackCallsCtrCompleted |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of callback calls where interactive voice response
(IVR) data is fully and completely captured from a telephony
provider for a given day.
|
| NumInboundCallsCtrCompleted |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of inbound calls where interactive voice response (IVR)
data is fully and completely captured from a telephony provider for
a given day.
|
| NumInboundIVRAbandonCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of inbound calls where callers disconnected while
waiting in the interactive voice response (IVR) system for a given
day.
|
| NumInboundQueueAbandonCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of inbound calls where callers disconnected while
waiting in the queue for a given day.
|
| NumOutboundCallsCtrCompleted |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of outbound calls where interactive voice response
(IVR) data is fully and completely captured from a telephony
provider for a given day.
|
| NumRecordedCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of calls where the conversation between an agent and
caller is recorded for a given day.
|
| NumSCVCallbackCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of callback calls for a given day.
|
| NumSCVInboundCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of inbound calls for a given day.
|
| NumSCVOutboundCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of outbound calls for a given day.
|
| NumSCVTransferCalls |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of transfer calls for a given day.
|
| NumTransferCallsCtrCompleted |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of transfer calls where interactive voice response
(IVR) data is fully and completely captured from a telephony
provider for a given day.
|
| OutboundCallsAgentsConnected |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The number of outbound calls where an agent is connected with a
caller for a given day.
|
| TotalACWInboundMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The total number of minutes agents spent in After Conversation
Work (ACW) for inbound calls for a given day.
|
| TotalACWOutboundMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The total number of minutes agents spent in After Conversation
Work (ACW) for outbound calls for a given day.
|
| TotalAgentInboundMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The total number of minutes agents spent talking to callers on
inbound calls for a given day.
|
| TotalHoldDurationMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The number of minutes callers were put on hold for a given
day.
|
| TotalIVRInboundMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The total number of minutes callers spent in the IVR system on
inbound calls for a given day.
|
| TotalMessages |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- The total number of transcription messages for a given day.
|
| TotalOutboundMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- The total number of minutes agents spent talking to callers on
outbound calls for a given day.
|
| TotalQueueInboundMinutes |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- For inbound calls, the total number of minutes callers spent in
the queue waiting for a given day.
|
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