Campaign Metrics

Here you can access the details of the available campaign metrics along with their meanings.

Metric	Name	Channels	Description
Inbound messages	inMessages		Indicates the number of messages received in the campaign through interactions, meaning only those sent by customers.
Outbound messages	outMessages		Indicates the number of messages sent by users in the campaign through interactions.
Total messages	inMessages outMessages		Indicates the number of messages sent and received in the campaign through interactions. The metrics are divided into inbound and outbound messages.
Inbound interactions	inInteractions		Indicates the number of interactions received through the campaign.
Outbound interactions	outInteractions		Indicates the number of interactions started by users through the campaign.
Total interactions	inInteractions outInteractions		Indicates the total number of interactions managed within the campaign. The metrics are divided into inbound and outbound interactions.
Attended interactions	attendedInInteractions		Indicates the number of inbound interactions that were effectively attended in the campaign.
Finished inbound interactions	completedInInteractions		Indicates the number of inbound interactions that were finished by users.
Finished outbound interactions	completedOutInteractions		Indicates the number of outbound interactions that were finished by users.
Completed interactions	completedInInteractions completedOutInteractions		Indicates the total number of interactions that were completed. The metrics are divided into inbound and outbound interactions.
Transfers to users	transferedAgents		Indicates the number of interaction transfers made from one user to another.
Transfers to campaigns	transferedCampaigns		Indicates the number of interaction transfers that users made to other campaigns.
Call transfers to external number	transferredToExternal		Indicates the number of call transfers made to an external number.
Transfers received from another campaign	receivedFromCampaign		Indicates the number of transfers received in the campaign from other campaigns.
Total transfers	transferedAgents transferedCampaigns transferredToExternal		Indicates the total number of transfers made within the campaign. The metrics are divided into transfers to agents, transfers to campaigns, and external transfers.
Transfers to users that were attended	attendedTransferedAgents		Indicates the number of transfers made to other users that were effectively attended by them.
Service level	serviceLevel		Indicates the Service Level percentage of the campaign.
Service level 2	serviceLevel2		Indicates the Service Level percentage of the campaign including abandoned interactions.
Attended before service level	attendedBeforeServiceLevel		Indicates the number of interactions that were attended before the configured Service Level.
Attended after service level	attendedAfterServiceLevel		Indicates the number of interactions that were attended after the configured Service Level.
Abandoned before service level	abandonedBeforeServiceLevel		Indicates the number of interactions that were abandoned without exceeding the configured Service Level time.
Abandoned after service level	abandonedAfterServiceLevel		Indicates the number of interactions that were abandoned after exceeding the configured Service Level time.
FTE	fte		Indicates the total time that campaign member users were logged in.
Occupation	occupation		Indicates the total time users were busy managing interactions.
Hold time	averageHoldTime		Indicates the average time interactions remain on hold in the queue to be attended by a user.
Attended time	averageAttendedTime		Indicates the average duration of interactions.
First response	averageFirstResponse		Indicates the average time that elapses from when the interaction enters the queue until the customer receives the first response from the user.
Average inbound interactions	averageTimeInInteractions		Indicates the average duration of inbound interactions.
Average outbound interactions	averageTimeOutInteractions		Indicates the average duration of outbound interactions.
Abandoned	abandoned		Indicates the number of interactions that were abandoned in the queue waiting to be attended by a user.
Interactions attended by a Bot	attendedByBot		Indicates the number of interactions that were attended by a Bot or an IVR.
Interactions finished by a Bot	completedByBot		Indicates the number of interactions that were finished by a Bot or an IVR.
Interactions transferred to a campaign by a Bot	transferredCampaignsByBot		Indicates the number of interactions that were transferred to a campaign by a Bot or an IVR.
Interactions transferred to a user by a Bot	transferredAgentsByBot		Indicates the number of interactions that were transferred to a user by a Bot or an IVR.