In addition to the vast metrics available out of the box, you can now create custom metrics using existing metrics to derive data that applies to your needs. Simple arithmetic operations of addition, subtraction, multiplication, and division can be applied. You can configure custom metrics for queues, as well as agent performance widgets. Basic validations prevent you from adding unsupported metrics. Once you define a custom metric, add it to the desired dashboard widgets.
Example 1: Let’s say you want to know the number of successful calls in your queue; those that entered the queue and were not abandoned. Simply create a custom metric by subtracting the abandoned calls from the number of calls that entered a queue.
Successful calls = Entered - Abandoned
Example 2: To determine the total number of calls handled within a queue, subtract the calls that were diverted from the queue to another queue (or another phone number) from the calls that entered the queue.
Total Calls Handled = Entered - Diverted
To configure custom metrics:
Example: To find out the number of successful calls in a queue, select Queue Set, add other details shown in Step 4, and enter the formula
Entered - Abandoned.
Once you define a custom metric, add it to the desired dashboards.
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