Metrics

In this guide you can see the different metrics you can use in a Wallboard Panel. The available metrics depend on the source you chose for the panel (Campaigns, Agents, Outbound Hub, or Query) and on the metric type (Quantity, Time, Percentage, or Custom).

TIP

The names and detailed meaning of each metric match the ones used across the rest of the platform. You can check the full list in Campaign metrics and User metrics.

Campaigns

Quantity

• Incoming interactions: number of interactions received through the campaign.
• Attended interactions: number of incoming interactions that were effectively attended.
• Total interactions: total number of interactions handled by the campaign (incoming and outgoing).
• Abandoned: number of interactions that were abandoned in the queue before being attended.
• Total messages: number of incoming and outgoing messages handled by the campaign.

Time

• Hold time: average time interactions remain in the queue before being attended.
• Attention time: average duration of attended interactions.
• First response: average time from when the interaction enters the queue until the agent's first response.
• FTE: total time that campaign member users were logged in.

Percentage

• Service Level: percentage of interactions attended within the time limit configured for each channel.
• Abandon rate: percentage of interactions that were abandoned out of the total received.

Custom

In addition to the predefined metrics, you can create custom metrics by combining Quantity, Time, or Percentage metrics in a mathematical expression. For example, inInteractions + outInteractions to get the total number of interactions.

To create a custom metric:

1. Inside the panel, click the metrics icon.
2. Go to the Custom tab.
3. Click the New button.
4. Select the type of metric you are going to create: Time, Quantity, or Percentage.
5. Enter a name that identifies the metric (required).
6. Write the mathematical expression you want to use to calculate the value.
7. Click Save.

Once created, the custom metric is available at the bottom of the panel's metrics list.

Agents

Quantity

• Attended interactions: total number of interactions that were attended by the user.
• Started interactions: total number of interactions the user started (for example, outgoing calls).
• Incoming messages: number of messages the user received through interactions.
• Outgoing messages: number of messages the user sent through interactions.

Time

• Connected time: total time the user was connected to uContact, regardless of whether they were on breaks.
• Occupation time: total time the user was actively handling interactions on any channel.
• Break time: total time the user was on breaks, meaning they were not available to receive interactions.
• Wrap up time: total time the user was in WrapUp state after finishing interactions.

Custom

As with Campaigns, you can combine the Quantity or Time metrics available for Agents in a mathematical expression to create your own metric. The steps are the same: metrics icon > Custom tab > New, choose the type, name it, write the expression, and Save.

Outbound Hub

Quantity

• Calls made: number of calls the Outbound Hub attempted to make.
• Connected calls: number of calls that were effectively answered by the contact.
• Failed calls: number of calls that could not be connected (busy, no answer, invalid number, etc.).
• Contacts processed: number of contacts in the list that have already been handled by the Outbound Hub.

Custom

In the same way as with Campaigns and Agents, you can combine the Quantity metrics available for Outbound Hub in a mathematical expression to create your own metric, following the same steps: metrics icon > Custom tab > New.

Query

When the panel uses the Custom queries source, you don't choose a predefined metric: instead, you write your own SQL query that obtains the data directly from the database. To use this source you need the special Query permission (see Permissions).

Query structure

If you create a query for a bar or line chart, the structure must be the following:

SELECT
    <first_field> AS <first_field_alias>, -- Represents the X axis of the chart.
    <other_fields> AS <other_fields_alias>  -- Represents each bar or line of the chart.
FROM
    <table>
WHERE
    <filter>
GROUP BY
    <group_by>

If you create a query for a circular chart (pie or donut), the structure must be the following:

SELECT
    <first_field> AS <first_field_alias>, -- Represents the name of the slice.
    <other_fields> AS <other_fields_alias>  -- Represents the value of the slice.
FROM
    <table>
WHERE
    <filter>
GROUP BY
    <group_by>

If you don't specify a limit in the query, the platform uses the limit configured in the panel. If you don't specify a group by, the platform uses the grouping configured in the panel.

Global filter variables

When you create a query, you can use the Wallboard's global filters through the following variables:

• ${start}: start date selected in the global filters. Use it without quotes (for example: datetime >= ${start}).
• ${end}: end date selected in the global filters. Use it without quotes (for example: datetime <= ${end}).
• ${campaigns}: campaigns selected in the global filters.
• ${channels}: channels selected in the global filters.
• ${agents}: agents selected in the global filters.

The ${campaigns}, ${channels} and ${agents} variables are replaced by a list in parentheses, with each value in quotes (for example: ('Sales','Support')). That's why they are used without extra parentheses: campaign in ${campaigns}.

Search variables

In addition to the global filters, you can add your own variables to the query using the ${searchName} format (any name that starts with search, for example ${search1} or ${searchClient}). For each variable of this kind, the panel shows a field in the Search variables menu, where you can type the value and click Apply. The value is inserted into the query exactly as you type it, without adding quotes.

Example

SELECT
    agent,
    AVG(qualification) as qualification
FROM
    ccrepo.customer_feedback
WHERE
    campaign in ${campaigns} and agent in ${agents}
    and datetime between ${start} and ${end}
GROUP BY
    agent

The result of this query is the average qualification of each agent, ideal for displaying in a circular or bar chart.

You can also check the example of dispositions grouped by name in the Custom queries section of the Wallboards introduction guide.