User Metrics

Below you will find a list of metrics available for users in uContact, along with their meaning and the channels they apply to. These metrics allow you to analyze user performance in uContact.

Metric	Name	Channels	Description
Connected time	connected	Not applicable	Indicates the total time the user was connected to uContact, regardless of whether they were on breaks.
Occupation time	occupation	Not applicable	Indicates the total time the user was actively handling interactions on any channel. Also includes the time the user was in Wrap-Up state.
Pause time	totalBreak	Not applicable	Indicates the total time the user was on breaks, meaning they were not available to receive interactions.
Inbound call time	calledIn		Indicates the total time the user spent handling inbound calls.
Outbound call time	calledOut		Indicates the total time the user spent making outbound calls to customers.
Interaction time	smsInteractionTime emailInteractionTime webchatInteractionTime whatsappInteractionTime messengerInteractionTime instagramInteractionTime		Indicates the total time the user was busy handling interactions.
Inbound hold time	holdIn		Indicates the total time the user had a customer on hold during an inbound call, for example, while consulting with another user or validating data in another system.
Outbound hold time	holdOut		Indicates the total time the user spent waiting for the customer to answer during an outbound call.
Wrap-Up time	wrapUp		Indicates the total time the user was in Wrap-Up state after finishing interactions.
Call transfers to external number	transferredToExternal		Indicates the number of call transfers made to external numbers outside of uContact.
Transferred interactions received by user that were attended	receivedAgentTelephony receivedAgentSms receivedAgentEmail receivedAgentWebchat receivedAgentWhatsapp receivedAgentMessenger receivedAgentInstagram		Indicates the number of interaction transfers that arrived to the user and were effectively attended.
Attended interactions	inCalls attendedSmsInteractions attendedEmailInteractions attendedWhatsappInteractions attendedWebchatInteractions attendedMessengerInteractions attendedInstagramInteractions		Indicates the total number of interactions that were attended by the user.
Started interactions	outCalls startedSmsInteractions startedEmailInteractions startedWhatsappInteractions startedMessengerInteractions startedInstagramInteractions		Indicates the total number of interactions started by the user.
Finished interactions	finishedCalls finishedSmsInteractions finishedEmailInteractions finishedWebchatInteractions finishedWhatsappInteractions finishedMessengerInteractions finishedInstagramInteractions		Indicates the total number of interactions that the user attended and subsequently finished.
Interaction transfers to another user	transferredAgentTelephony transferredAgentSms transferredAgentEmail transferredAgentWebchat transferredAgentWhatsapp transferredAgentMessenger transferredAgentInstagram		Indicates the total number of interaction transfers that the user made to another user.
Interaction transfers to a queue	transferredToQueueTelephony transferedToQueueSms transferedToQueueEmail transferedToQueueWebchat transferedToQueueWhatsapp transferredToQueueMessenger transferedToQueueInstagram		Indicates the total number of interaction transfers that the user made to a campaign.
Inbound messages	smsMessagesIn emailMessagesIn webchatMessagesIn whatsappMessagesIn messengerMessagesIn instagramMessagesIn		Indicates the total number of messages received by the user through interactions.
Outbound messages	smsMessagesOut emailMessagesOut webchatMessagesOut whatsappMessagesOut messengerMessagesOut instagramMessagesOut		Indicates the total number of messages sent by the user through interactions.
Preview calls	previewHubInteractions		Indicates the total amount of Preview hub interactions the user answered.
Preview declined calls	previewDeclinedInteractions		Indicates the total amount of Preview hub interactions the user declined.
Predictive calls	predictiveHubInteractions		Indicates the total amount of Predictive hub interactions the user was assigned.
Preview time	previewTime		Indicates the total time the user spent on Preview Hub interactions.
Predictive time	predictiveTime		Indicates the total time the user spent on Predictive Hub interactions.