Campaign Metrics

Here you can see the list of available metrics for campaigns and their meanings.

• Total: Number of agents who are members of the campaign.
• Registered: Number of agents who are logged in.
• Available: Number of agents who are available to receive new interactions.
• In Queue: Number of interactions waiting to be handled by agents.
• Total Interactions: Total number of interactions the campaign received in the day.
• Incoming Messages: Total number of incoming messages the campaign received in the day.
• Outgoing Messages: Total number of outgoing messages the campaign sent in the day.
• Service Level: Percentage of service level.
• Incoming Interactions: Total number of incoming interactions the campaign received in the day.
• Wait Time:
• Outgoing Interactions: Total number of outgoing interactions the campaign received in the day.
• Agent Transfers: Total number of transfers made by agents in the day.
• Handling Time:
• Campaign Transfers: Total number of transfers to other campaigns made by agents in the day.
• First Response:
• Handled Interactions: Total number of interactions handled in the day.
• Completed Incoming Interactions: Total number of incoming interactions completed by agents.
• Handled Agent Transfers: Total number of transfers attended by agents.
• Received Campaign Transfers: Total number of telephony interactions received from another campaign.
• Completed Outgoing Interactions: Total number of outgoing interactions completed by agents.
• Average Incoming Interactions:
• Average Outgoing Interactions:
• FTE: Total time logged in seconds for all agents belonging to the campaign.
• Handled Before Service Level: Number of interactions that were handled before the service level.
• Handled After Service Level: Number of interactions that were handled after the service level.
• Abandoned: Number of interactions abandoned in queue before connecting with an agent.
• Abandoned Before Service Level: Number of interactions abandoned in queue before the service level.
• Abandoned After Service Level: Number of interactions abandoned in queue after the service level.
• Occupancy: Agents' occupancy time.