Call Metrics Detail

Description

The Call Metrics Detail report goes through each Metric assigned within a Call Score and details the weight and value given to each Agent for the particular metric.

Preview 

 Call_Metrics_Detail.png

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call occurred.
End Date Date Yes The end date range of when the call occurred.
Agents Multi Select No The name of the Agent associated with the call.
Template Multi Select No The name of the template that is being scored.
Metrics Multi Select No The name of the metric that is being scored.
Teams Multi Select No The name of the Team associated with the selected Agents.


Data Dictionary
 

Column Name Data Type Description Example
Date Date The date that the call took place. 2018-01-01
Agent String The name of the Agent who was on the call. George Washington
Call ID Number The Call ID that was referenced in the score.  The field is Linked back to the actual Call. 54321
Weight Number The value of the metric being scored. 5
Value Number The total points earned for this metric by the Agent. 4

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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