Custom Metrics

In uContact, you can create custom metrics for your Wallboards, allowing you to measure and monitor key business aspects tailored to your specific goals.

How to create a custom metric

Here’s how you can easily create a custom metric:

1. Inside the Wallboard, add a new Panel or select an existing one.

2. Click on the Metrics icon within the Panel.

3. A Metrics modal will open. Navigate to the "Custom" tab. Here you’ll see a list of Custom Metrics once you’ve created them.

4. To create a new Metric, click on "New".

5. Assign a unique name, select the metric type (Time, Quantity, or Percentage), and define the mathematical expression that will be used to calculate the value.

Tip!

You can use Database variables. Also, metrics offer autocomplete to help you avoid errors.

Once created, the custom metric will appear at the bottom of the metrics list. To use the custom metric, click on it and then click the "Save" button.

Let's look at some examples

Here are some examples to help you understand the potential of this feature and how you can adapt it to your business to create relevant metrics.

Total number of interactions

In this case, the idea is to create a metric that sums both incoming and outgoing interactions. For this, we need to use the inInteractions and outInteractions properties.

inInteractions + outInteractions

Occupancy percentage

Indicates the percentage of time an agent was busy compared to the total connected time.

(occupationTime / connectedTime) * 100

• Note: This metric type must be set as Percentage when creating it.