Campaign Metrics

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

Metric	Name	Channels	Description
Queue	queue		Indicates the number of interactions in the campaign queue waiting to be handled by a user.
inbound messages	inMessages		Indicates the number of customer messages received in the campaign through interactions.
outbound messages	outMessages		Indicates the number of messages sent by users in the campaign through interactions.
Total messages	totalMessages		Indicates the total number of messages sent and received in the campaign through interactions.
inbound interactions	inInteractions		Indicates the number of interactions received through the campaign, regardless of channel.
outbound interactions	outInteractions		Indicates the number of interactions initiated by users through the campaign, regardless of channel.
Total interactions	totalInteractions		Indicates the total number of interactions both received and initiated in the campaign.
Attended interactions	attendedInteractions		Indicates the number of interactions that were actually attended in the campaign.
Completed inbound interactions	completedInInteractions		Indicates the number of inbound interactions that were completed by users.
Completed outbound interactions	completedOutInteractions		Indicates the number of outbound interactions that were completed by users.
Completed interactions	completedInteractions		Indicates the total number of completed interactions, including both inbound and outbound ones.
Transfers to agents	transferedAgents		Indicates the number of inbound and outbound interactions.
Transfers to campaigns	transferedCampaigns		Indicates the number of transfers made by users to other campaigns.
Call transfers to external number	transferredToExternal		Indicates the number of call transfers made to an external phone number.
Transfers received from another campaign	receivedFromCampaign		Indicates the number of transfers received in the campaign coming from other campaigns.
Total transfers	totalTransfer		Indicates the total number of transfers performed in the campaign, regardless of channel or type.
Transfers to agents attended	attendedTransfersToAgent		Indicates the number of transfers made to other users that were actually answered.
Service level	serviceLevel		Indicates the service level percentage for the campaign.
Service level 2	serviceLevel2		Indicates the service level percentage including abandoned interactions.
Attended before service level	attendedBeforeServiceLevel		Indicates the number of interactions handled before the configured service level threshold.
Attended after service level	attendedAfterServiceLevel		Indicates the number of interactions handled after the configured service level threshold.
Abandoned before service level	abandonedBeforeServiceLevel		Indicates the number of interactions abandoned before reaching the configured service level threshold.
Abandoned after service level	abandonedAfterServiceLevel		Indicates the number of interactions abandoned after the service level threshold passed.
FTE	fte		Indicates the total time logged in seconds by all users belonging to the campaign.
Occupation	occupation		Indicates the total time users were busy handling interactions.
Hold time	holdTime		Indicates the average time interactions remain on hold before being attended.
Attended time	attendedTime		Indicates the average duration of interactions.
First response	firstResponse		Indicates the average time between when the interaction enters the queue and the first response is sent to the customer.
Average inbound interaction	averageInboundInteraction		Indicates the average duration of inbound interactions.
Average outbound interaction	averageOutboundInteraction		Indicates the average duration of outbound interactions.
Abandoned	abandoned		Indicates the number of interactions abandoned in the queue while waiting to be attended by a user.