From Bright Pattern Documentation
Contents
- Introduction
- Starting Your Working Session
- Viewing Real-time Metrics
- General Information About Metric Viewing
- Customization of Metric Views
- Understanding Real-time Metrics
- Service Metrics View
- List of Service Metrics
- Skill Metrics View
- List of Skill Metrics
- Agent Metrics View
- List of Agent Metrics
- Real-Time Metric Alerts
- Active Agent Management
- Changing Agent State
- Individual Chat
- Team Chat
- Call Recording
- Call Monitoring, Coaching, and Barge-In
- Continuous Agent Monitoring
- Grading Calls in Progress
- Agent Screen Monitoring
- Managing Calendar Events
- Quality Management
- Campaign Operation
- General Information About Campaign Operation
- General Campaign Metrics View
- Individual Campaign Metrics View
- List of Campaign Metrics
- Quota Metrics View
- 1 List of Quota Metrics
- Campaign Start and Stop
- Lists View
- List of List Metrics
- Enabling and Disabling Lists within a Campaign
- Campaign Teams View
- Adding and Removing Campaign Teams
- Email Queue Management
- General Information About Email Queue Management
- Assigning Email to an Agent
- Managing My Queues (Personal Email Queues)
Supervisor Guide
List of Quota Metrics
This section provides detailed descriptions of the real-time metrics that apply to quota groups that are configured within a campaign and are displayed via the Quota Metrics View. Metrics are arranged in alphabetical order.
Note the following considerations regarding the quota metrics:
- The term records in the metric definitions shall be interpreted as records of of the list associated with the given campaign and currently enabled within this campaign. Note that a quota-based campaign can have only one list enabled within it at a time.
- Metrics have different meanings depending on the quota type: field-based, disposition-based, or list-wide. For the differences between these quota types, see the description of the Quota metric. For more information about campaign quotas, see the Contact Center Administration Guide, section Lists Tab.
Metric Descriptions
Completed
- For field-based quota groups, the Completed metric provides the number of records matching the group selection criteria that have been completed (i.e., the records for which any final disposition have been set).
- For disposition-based quota groups or a list-wide quota, Completed provides the total number of records in the list that have been completed (i.e., the records for which any final disposition have been set).
Quota
- For field-based quota groups, the configured Quota provides the number of records matching the group selection criteria that must completed with any disposition of "success" type.
- For disposition-based quota groups, the configured Quota provides the number of records in the list that must be completed with the disposition specified for this group.
- For a list-wide quota, the configured Quota provides the number of records in the list that must completed with any disposition of the "success" type.
Note that any changes in configured quota values will be reflected here only after the campaign is started.
Remaining
- For field-based quota groups, Remaining provides the number of records matching the group selection criteria whose processing within this campaign has not finished.
- For disposition-based quota groups or a list-wide quota, Remaining provides the total number of records in the list whose processing within this campaign has not finished.
Successes
- For field-based quota groups, Successes provides the number of records matching the group selection criteria that have been completed with any disposition of "success" type.
- For disposition-based quota groups, Successes provides the number of records in the list that have been completed with the disposition specified for this group.
- For a list-wide quota, nSuccesses provides the number of records in the list that have been completed with any disposition of the "success" type.
Total Records
- For field-based quota groups, this metric provides the total number of records in the list matching the group selection criteria.
- For disposition-based quota groups or a list wide quota, this metric provides the total number of records in the entire list.