Contact Center AI Metrics¶
| Metric | Source | Method/Formula | Definition | API Link and Parameter |
| Client Call Volume | Interaction logs or session analytics. | Export session data via the Session Logs API or Analytics Dashboard. | NA | NA |
| Intent ID rate | NLU performance metrics in bot analytics. | Use the Intent Recognition API or export Intent Analytics. | NA | NA |
| Fallout Disconnect Volume and Rate | Interaction events in the platform. | Query disconnection events using Session Events API, filter based on event reasons like “CX error.” | NA | NA |
| Successful Disconnect Volume and Disconnect Rate | Analytics Dashboard or Custom Reports. | Filter sessions where tasks were completed, but no agent escalation occurred. | NA | NA |
| Total Disconnect Volume and Disconnect Rate | Analytics on session drop-offs. | Analyze logs for session disconnections pre-queue assignment. | NA | NA |
| Agent Handoff Volume and Rate | Escalation data from the bot’s configuration. | Extract handoff events via Agent Escalation API. | NA | NA |
| Calls Saved and Containment Rate | Containment metrics in analytics. | Use session IDs and timestamps to track sessions without subsequent escalations or callbacks. | NA | NA |
| Transfer Rate | Agent interaction logs. | Analyze events for warm/cold transfers. | NA | NA |
| Misroute Rate | Wrap-up codes or agent feedback in analytics. | Query session tags or agent logs via API. | NA | NA |
| Re-prompt Rate | Bot’s error handling logs | Count re-prompt events in session logs. | NA | NA |
| Bot AHT | Analytics Dashboard (Handle Time section). | Export handle time data via analytics API. | NA | NA |
| Client Experience Score | CSAT feedback module. | Fetch CSAT survey responses. | NA | NA |
| Task Completion Rate | Task Analytics | Query successful task completions via Task Execution Metrics API. | NA | NA |
| Average Handle Time (AHT)* | Agent analytics or reports. | Aggregate Talk Time, Hold Time, and After Call Work from session logs. | Total handle time of the conversation in seconds. | Contact Volume API
Parameter: Contact Volume API (CallVolumeUpdate.conversationHandleTime) |
| Talk Time | Interaction logs. | Extract agent-client conversation durations. | Total talk time during the conversation in seconds. | Contact Volume API
Parameter: Contact Volume API(CallVolumeUpdate.conversationTalkTime) |
| Hold Time | Interaction logs. | Query session logs for hold events. | Total hold duration in seconds during the call. | Contact Volume API
Parameter: Contact Volume API(CallVolumeUpdate.holdDuration) |
| After Call Work (ACW) | Agent interaction reports. | Extract ACW time from agent session logs. | After-call work duration in seconds. | Contact Volume API
Parameter: Contact Volume API(CallVolumeUpdate.acwDuration) |
| Net Calls Handled (NCH)* | Analytics Dashboard or custom agent reports. | Export total handled calls per agent. | NA | NA |
| Sample size | Control/test group assignment in the analytics. | Export agent metadata and session data. | NA | NA |
| Same Day Callback + 1 (SDCB) | Interaction logs with timestamps. | Identify callbacks using client IDs and timestamps. | NA | NA |
| Client Availability* | Agent activity logs. | Divide actual productive time by expected productive time. | NA | NA |
| FCR | Session interaction logs. | Analyze client interactions within 7-day windows. | NA | NA |
| Agent Satisfaction | Feedback from agent assist logs. | Extract agent feedback via Agent Assist Feedback API. | NA | NA |
| CSAT | Post-interaction surveys. | Fetch CSAT ratings via the survey response export feature. | NA | NA |
| Uptime | System health logs or monitoring tools. | Use bot monitoring APIs or analytics for uptime tracking. | NA | NA |
| Latency | Session analytics or logs. | Extract latency data from interaction response times. | NA | NA |
| Usage Adoption | Agent activity logs. | Calculate percentage usage from augment feature access logs. | NA | NA |
| Model accuracy Score | NLU Model Performance Dashboard. | Export intent and entity accuracy metrics from analytics. | NA | NA |
| Total Conversations | Dashboard -> Automations/ Queues & Agents/ Interactions
Interactions Report Total Volumes report Queue Metrics Interval Report Queue Metrics Summary Report Call Details API Call Volume API |
NA | All the conversations that came into the Contact Center AI routing system fulfilling the filters | NA |
| Waiting | Dashboard -> Queues & Agents | NA | All calls/chats, currently waiting in queue. | NA |
| Ongoing | Dashboard -> Queues & Agents | NA | All calls/chats currently interacting with agents. | NA |
| Idle | Dashboard -> Queues & Agents | NA | All calls/chats where the customer has been silent for some time. | NA |
| Expired | Dashboard -> Queues & Agents | NA | All calls/chats have been ended, but disposition has not yet been set. | NA |
| Completed | Dashboard -> Automations/ Queues & Agents/
Queue and Agent performace tables Dashboard – Interactions Interactions Report Total Volumes Report Queue Metrics Interval Report Queue Metrics Summary Report Agent Metrics Daily Report |
NA | All calls/chats in a completed state. (They may have been properly closed by an Agent, Abandoned by the customer, or terminated by the system for any reason). | NA |
| Abandon Rate | Dashboard -> Queues & Agents
Monitor tab- SLA Queue Metrics Summary Report |
(Number of conversations which were abandoned by the user / Number of conversations closed) *100 | All calls/chats that entered the queue in this time interval, were prematurely dropped by the customer. | NA |
| Queue Load | Dashboard -> Queues & Agents | Queue Load = (Voice + Chat/3 + Messaging/8 + Email/10) x 100 / Available Agents
Where Voice = Voice Count; Ongoing or waiting in queue (including Voicemails or Callbacks before turning Outbound). Chat = Chat Count; Live chat conversations ongoing or waiting in a queue. Messaging = MessagingCount; Messaging conversations ongoing or waiting in a queue. Email = Email Count; Email conversations ongoing or waiting in a queue. |
NA | NA |
| Resolved Rate | Dashboard -> Queues & Agents | (Number of conversations which were closed with dispositions as Resolved / Number of conversations closed) * 100 | All calls/chats that entered the queue in this time interval, that were resolved successfully / All calls/chats. | NA |
| Average Pick-up Time | Dashboard -> Queues & Agents
My Dashboard |
The sum of (time from when the agent’s phone starts ringing – Agent picks it up)/no. of conversations answered | Average of (time from when the Agent’s phone starts ringing – Agent picks it up.) | NA |
| Average Engagement Time | Dashboard -> Queues & Agents
My Dashboard |
The sum of time from when the agent starts talking to the end of the call/no. of conversations answered | Average of time from when the Agent starts talking to the end of the call | NA |
| Average Talk Time | Dashboard -> Queues & Agents
My Dashboard Queue Metrics Interval Report Total Volume Report Queue Metrics Summary Report Agent Metrics Daily Report Call Volume API Monitor tab |
Average Engagement time – mute/hold time | Average talk time | NA |
| Average Mute/Hold Time | Dashboard -> Queues & Agents
My Dashboard |
NA | The average duration of all mute/holds of an agent | NA |
| Average Speed to Answer ASA) | Dashboard -> Queues & Agents
My Dashboard Queue performance table Queue Metrics Summary Report Queue Metrics Interval Report Queue Chat Metrics Interval Report Call Volume API Monitor tab Service levels |
NA | Average of (Time from entering the queue to being accepted by Agent for answered conversations only) | NA |
| Average First Response Time | Dashboard -> Queues & Agents
My Dashboard Agent Chat Metrics Report Monitor tab |
The sum of (Time from acceptance by agent to time of first greeting by Agent)/no. of answered conversations | Average of (Time from acceptance by agent to time of first greeting by Agent.) | NA |
| Average Agent Response Time | Dashboard -> Queues & Agents
My Dashboard Monitor tab Agent Chat Metrics Report |
The sum of time duration taken by an agent to respond to a customer’s messages/no. of responses by an agent except the first agent’s message, that is, A2-C1 + A3-C2 +…/no. of agent responses except for the first msg of the agent (when the agent responds first) | Average time taken by the Agent to respond to a message from the Customer. | NA |
| Average Customer Response Time | Dashboard -> Queues & Agents
My Dashboard |
The sum of time duration taken by a customer to respond to an agent’s messages/no. of responses by an agent except the first customer message, that is,
C2-A1 + C3-A2 +…/no. of customer responses except the first message of the customer (when the customer responds first) |
The average time taken by the Customer to respond to the Agent. | NA |
| Total Transfers | Dashboard -> Queues & Agents
My Dashboard Service levels Monitor tab Agent Metrics Daily Report Agent Chat Metrics Report Queue Metrics Summary Report Queue Metrics Interval Report Total Volume Report |
NA | Number of all calls/chats transferred to queues or agents in this time interval. | NA |
| Call Transfers | Dashboard -> Queues & Agents
My Dashboard Service levels Monitor tab Agent Metrics Daily Report Agent Chat Metrics Report Queue Metrics Summary Report Queue Metrics Interval Report Total Volume Report |
NA | The number of all voice calls transferred out to other destinations that entered selected queues or agents that entered queues in this time interval. | NA |
| Chat Transfers | Dashboard -> Queues & Agents
My Dashboard Service levels Monitor tab Agent Metrics Daily Report Agent Chat Metrics Report Queue Metrics Summary Report Queue Metrics Interval Report Total Volume Report |
NA | The number of all chats transferred out to other destinations that entered selected queues or agents that entered queues in this time interval. | NA |
| Skills in Queue(Live) | Dashboard -> Queues & Agents | NA | This widget shows the top 5 skills that current conversations (waiting or talking) require.
Each line shows the percentage of conversations that require each skill. This percentage is also displayed at the end of the line, along with the number of conversations requiring that skill. |
NA |
| Top Skills | Dashboard -> Queues & Agents | NA | This widget will show a WordCloud with the top 10 skills that are required by conversations, in this time interval.
Pressing the hamburger button will switch the view to a table of the skills (with numConversations and %), sorted by popularity. WordCloud is the default view. You can also switch back from a table to the WordCloud. |
NA |
| Conversations by Disposition | Dashboard -> Queues & Agents
Queue Disposition Report |
NA | Will display all conversations with Dispositions assigned | NA |
| Average Satisfaction Rating | Dashboard -> Queues & Agents
My Dashboard Queue performance table Agent performance table Queue Chat Metrics Interval Report Queue Metrics Interval Report Queue Metrics Summary Report Agent Chat Metrics Report Agent Metrics Daily Report Monitor tab |
The sum of CSAT/no. of conversations that provided CSAT | Average of CSAT | NA |
| Customer Satisfaction by Channel | Dashboard -> Queues & Agents | NA | Will display CSAT score according to the channels | NA |
| Offered | Dashboard -> Queues & Agents
Queue performance table My Dashboard Queue Chat Metrics Interval Report Queue Metrics Summary Report Queue Metrics Interval Report Total Volume Report Call Volume APIAgent Chat Metrics Report |
NA | No. of conversations assigned to the agent | NA |
| Answered | Dashboard -> Queues & Agents
Agent performace table My Dashboard Agent Metrics Daily Report Agent Chat Metrics Report Call Volume APIQueue metrics Summary Report Queue Metrics Interval Report Queue Chat Metrics Interval Report |
NA | No. of conversations accepted by an Agent(Conversation level) | NA |
| Average Response time | The sum of time duration taken by an agent to respond to a customer’s messages/no. of responses by an agent except the first agent’s message, that is, Agent 2-Customer 1 + Agent 3-Customer 2 +…/no. of agent responses except for the first message of the agent (when the agent responds first) | Average time taken by the Agent to respond to a message from the Customer. | NA | |
| Unanswered | Agent chat metrics report
Dashboard -> Queues & Agents Agent performace table |
NA | No. of conversations assigned but not accepted by the agent until agent timeout
Note: The conversations that were transferred/moved out from the agent within the agent timeout will not be considered unanswered |
NA |
| Abandoned (with Agent) | Dashboard -> Queues & Agents
Agent performace table Queue performance table My Dashboard Agent Chat Metrics Report Total Volume API |
Chat – user idle scenario
Voice – when a user ends the conversation while the agent puts it on hold |
Conversations abandoned by the user while with the agent | NA |
| Transferred | Dashboard -> Queues & Agents
Agent performace table Queue performance tabel My Dashboard Agent Chat Metrics Report Agent Metrics Report Total Volume Report Call Volume API |
NA | Conversations transferred from the agent to another agent/queue | NA |
| Logged in | Dashboard -> Queues & Agents
Agent performace table My Dashboard Agent Login Logout Report Agent Activity Summary Report |
NA | How long the agent is in a logged-in state within the chosen interval | NA |
| Closed / Hour | Dashboard -> Queues & Agents
Agent performace table My Dashboard |
No. of conversations closed / Logged in time | Conversations properly closed by the agent per hour | NA |
| Incoming | Dashboard -> Queues & Agents
Queue performance table Queue Chat Metrics Interval Report Queue Metrics Summary Report Queue Metrics Interval Report Total Volume Report Call Volume API Agent Chat Metrics Report Agent performance table |
NA | No. of conversations that reached the queue | NA |
| Voicemails | Dashboard -> Queues & Agents
Queue performance table Interaction Details Report Queue Metrics Summary Report Interactions Dashboard |
NA | No. of conversations that went into voicemails | NA |
| Terminated | Dashboard -> Queues & Agents
Dashboard – My Dashboard System terminations Queue performance table Total Volume Report Queue Metrics Summary Report Queue Metrics Interval Report Queue Chat Metrics Interval Report |
NA | No. of conversations that were terminated by the system in the queue | NA |
| Start time | NA | The timestamp at which the conversation has started | NA | |
| Duration | NA | The time duration between the start and end of the conversation | NA | |
| Accepted | Agent Chat Metrics Report
Queues & Agents – Agent performace table Agent Metrics Daily Report Queue Metrics Summary Report Queue Metrics Interval Report Queue Chat Metrics Interval Report |
NA | The chats that are Accepted by the Agent. | NA |
| Not Accepted | Agent Chat Metrics
Queues & Agents – Agent Performance table |
NA | Not answered by Agent
1. Came to agent Queue but did not answer 2. Rejected the conversation |
NA |
| Abandoned | AgentChat Metrics
Queues & Agents – Queue and Chat performance tables Queue Metrics Summary Report |
NA | Chat – user idle scenario
Voice – when a user ends the conversation while the agent puts it on hold |
NA |
| Average Duration | Agent Chat Metrics Report
Total Volume Report Queue Chat Metrics Interval Report Queue Metrics Interval Report |
(Sum of Total talk time) / Accepted Count | The average total talk time of the agent during all the calls | NA |
| Average First Response Time (FRT) | Dashboard -> Queues & Agents
My Dashboard Agent Chat Metrics Report Monitor tab |
The sum of (Time from acceptance by an agent to time of first greeting by Agent)/no. of answered conversations | Average of (Time from acceptance by agent to time of first greeting by Agent.) | NA |
| Automations | Dashboard – Automations
Total Volumes Report Dashboard – Interactions, Export Interaction Details Reports Call Details API Monitor tab – Automations Filter |
NA | All the conversations that were completed without having to reach an agent | NA |
| Dropoffs | Dashboard – Automations
Total Volumes Report Dashboard – Interactions, Export Interaction Details Reports Call Details API Monitor tab – Automations Filter |
Dropoffs –
Voice: invalid input is received for the entity nodes no input for several Allowed Retries configurations (timeout prompts) max number of retires reached configured for the entity node (error prompts)Chat: A user left the conversation midway without completing any task – user dropoff The task ended as a failure (failure node is executed) – system dropoff The last interaction/message resulted in an ‘intent not identified’ scenario – system dropoff No response from the assistant – system dropoff Live conversation when you abandon the assistant |
All the conversations where the end-user dropped off before the resolution | NA |
| Agent Transfers | Dashboard – Automations
Dashboard -> Queues & Agents Dashboard – Interactions, Export Total Volumes Report Interaction Details Reports Call Details API Monitor tab – Automations Filter |
NA | All the conversations that were triggered to an agent and then accepted/ not accepted | NA |
| Deflections | Dashboard – Automations
Dashboard – Interactions, Export Total Volumes Report Interaction Details Reports Call Details API |
NA | All the conversations that went to change of channel during a conversation | NA |
| Assignments | Interaction Details Report | NA | The number of times this conversation has been assigned to any agent, irrespective of the queue | NA |
| Acceptances | Interaction Details Report | NA | The number of times this conversation has been accepted by any agent, irrespective of the queue | NA |