User Metrics

Below is a list of available user metrics in uContact, along with their meanings and the applicable channels. These metrics help analyze each user's performance and behavior across different system interactions.

Metric	Name	Channels	Description
Connected time	connected	Not applicable	Indicates the total time the user was connected to the platform, regardless of whether they were on breaks.
Occupied time	occupation	Not applicable	Indicates the total time the user was actively handling interactions on any channel.
Pause time	pause	Not applicable	Indicates the total time the user was on break, i.e., not available to receive interactions.
Incoming call time	calledIn		Indicates the total time the user spent handling incoming calls.
Outgoing call time	calledOut		Indicates the total time the user spent making outbound calls to customers.
Hold time (incoming)	waitingIn		Indicates the total time during incoming calls that the customer was on hold, for example, while the user consulted with someone else or validated data.
Hold time (outgoing)	waitingOut		Indicates the total time the user spent waiting for the customer to answer an outgoing call.
Answered incoming calls	inboundAnswered		Indicates the total number of incoming calls that were successfully answered by the user. A key metric to evaluate productivity and efficiency.
Outgoing calls	outboundCalls		Indicates the total number of outbound calls made by the user.
Ended calls	endedCalls		Indicates the total number of calls ended by the user, including both incoming and outgoing.
Wrap-Up time	wrapUp		Indicates the total time the user spent in Wrap-Up state after ending an interaction. During this time, the user is unavailable for new interactions.
Call transfers to another user	transferAgent		Indicates the number of times the user transferred a call to another user.
Call transfers to another campaign	transferCampaign		Indicates the number of times calls were transferred from a user to another campaign.
Call transfers to external number	transferExternal		Indicates the number of calls transferred to external phone numbers outside the system.
Attended transferred calls	attendedTransferred		Indicates the number of calls transferred to the user that were successfully answered.
Attended interactions	attendedSmsInteractions attendedWhatsappInteractions attendedInstagramInteractions attendedEmailInteractions		Indicates the total number of interactions attended by the user.
Initiated interactions	startedSmsInteractions startedWhatsappInteractions startedInstagramInteractions startedEmailInteractions		Indicates the total number of interactions initiated by the user, regardless of the channel.
Finished interactions	finishedSmsInteractions finishedWhatsappInteractions finishedInstagramInteractions finishedEmailInteractions		Indicates the total number of interactions completed by the user, regardless of channel.
Interaction transfers to another agent	transferredAgentSms transferredAgentWhatsapp transferredAgentInstagram transferredAgentEmail transferredAgentWebchat transferredAgentTelephony		Indicates the number of interactions transferred by the user to another agent, regardless of channel.
Interaction transfers to a queue	transferredToQueueSms transferredToQueueWhatsapp transferredToQueueInstagram		Indicates the total number of interactions transferred by the user to a campaign, regardless of the channel.
Incoming messages	smsMessagesIn whatsappMessagesIn instagramMessagesIn emailMessagesIn webchatMessagesIn		Indicates the total number of messages received from customers through interactions.
Outgoing messages	smsMessagesOut WhatsappMessagesOut InstagramMessagesOut EmailMessagesOut webchatMessagesOut		Indicates the total number of messages sent to customers through interactions.
Interaction time	smsInteractionTime whatsappInteractionTime instagramInteractionTime emailInteractionTime webchatInteractionTime		Indicates the total time the user spent attending interactions, regardless of channel.