- Created by MEENA THEEBAN, last modified on Jun 30, 2020
-
Translate page
You are viewing an old version of this page. View the current version.
Compare with Current View Page History
« Previous Version 20 Next »
The eMite Index Server maps the document keywords from the elasticsearch data storage against a virtual multidimensional array to allow advanced analytics and reporting. This data is displayed as either a Measure or Dimension, according to its definition. Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. This data dictionary includes both Predefined and Custom definitions.
More details for Amazon Connect real-time metric definitions can be found here.
More details for Amazon Connect historical metric definitions can be found here.
Amazon Connect Index Summary
Each Index contains data for a particular area of Amazon Connect.
| Related Amazon Connect Area | eMite Index Name | Standard Polling Frequency | Index Description |
|---|---|---|---|
| Contact Trace Records (CTR) | emite_awsconnectcontacttrace | 30 Seconds | Performance aggregated metrics for agents. CTRs capture the events associated with a contact in your contact center. Real-time and historical metrics are based on the data captured in the CTRs. |
| Current Metrics | QueueObservations | 5 Seconds | Organizational presence and routing status aggregated metrics for queues |
| Historical Metrics | Queue Metrics | 5 Mins | Performance metrics for queues aggregated in 30 minutes blocks. All duration fields. Service Level x Seconds and Occupany % are the averages of the 30-minute block. (Unit: SECONDS Statistic: AVG) |
| Historical Metrics | Queue Metrics Daily | 5 Mins | Performance metrics for queues aggregated on a daily basis. 'Queue Metircs_Daily' aggregation data can be polled in a different timezone if required. If you have more than one timezone configured, you need to select the relevant timezone in your report to see the correct results. Also, 'Queue metrics daily' aggregate data by each queue individually and as a whole called 'All'. When building reports make sure to choose 'All' queues or specific queue whichever you prefer to report on. |
| Historical Metrics | emite_awsconnectagenteventhistory | 120 Seconds | Agent activity, agent status events for agents. This captures login, logout, agent connects with a contact and state changes. |
| Historical Metrics | emite_awsconnectagenteventobservation | 5 Seconds | This index shows current agent activity such as states and is indexed. The index is generated from the real-time activity of the agents and is indexed every 5 secs |
Predefined Measures
There are a number of predefined measures that map directly to Amazon Connect metrics.
| eMite Alias | Amazon Connect Metric Name | Amazon Connect Metric Definition | eMite Index |
|---|---|---|---|
| Agent after contact work duration | AfterContactWorkDuration | Total time that an agent spent in the After Contact Work (ACW) status after handling a contact. Agents enter the ACW status after a contact ends and leave it when they select a different agent status. Type: String (hh:mm:ss) | emite_awsconnectcontacttrace |
| Agent interaction duration | AgentInteractionDuration | Total time that agents spent interacting with customers on a contact. This does not include hold time or after contact work. Type: String (hh:mm:ss) | emite_awsconnectcontacttrace |
| Agent customer hold duration | CustomerHoldDuration | Total time that customers spent on hold after being connected to an agent. This includes time spent on a hold when being transferred but does not include time spent in a queue. Type: String (hh:mm:ss) | emite_awsconnectcontacttrace |
| Agent longest hold duration | LongestHoldDuration | The longest time, in whole seconds, that the customer was put on hold by the agent. | emite_awsconnectcontacttrace |
| Agent number of holds | NumberOfHolds | The number of times the customer was put on hold while connected to the agent. | emite_awsconnectcontacttrace |
| Agent connection attempts | AgentConnectionAttempts | The number of times Amazon Connect attempted to connect this contact with an agent. | emite_awsconnectcontacttrace |
| Queue duration | QueueDuration | The difference in time, in whole seconds, between EnqueueTimestamp and DequeueTimestamp. | emite_awsconnectcontacttrace |
| Contacts queued | CONTACTS_QUEUED | Count of contacts placed in the queue. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handled | CONTACTS_HANDLED | Count of contacts that were connected to an agent. It doesn’t matter how the contact got to the agent. It could be a customer calling your contact center, or an agent calling the customer. It could be a contact transferred from one agent to another. It could be a contact where the agent answered it, but then they weren’t sure what to do and they transferred the contact away again. As long as the agent was connected to the contact, it increments Contacts handled. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts abandoned | CONTACTS_ABANDONED | Count of contacts disconnected by the customer while in the queue. Contacts queued for callback are not counted as abandoned. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts consulted | CONTACTS_CONSULTED | Count of contacts handled by an agent who consulted with another agent in Amazon Connect. The agent interacts with the other agent, but the customer is not transferred to the other agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts agent hung up first | CONTACTS_AGENT_HUNG_UP_FIRST | Count of contacts disconnected where the agent disconnected before the customer. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handled incoming | CONTACTS_HANDLED_INCOMING | Count of incoming contacts that were handled by an agent, including inbound contacts and transferred contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts handled outbound | CONTACTS_HANDLED_OUTBOUND | Count of outbound contacts that were handled by an agent. This includes contacts that were initiated by an agent using the CCP. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contact hold abandons | CONTACTS_HOLD_ABANDONS | Count of contacts disconnected by the customer while on hold. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts transferred in | CONTACTS_TRANSFERRED_IN | Count of contacts transferred to the queue by an agent using the CCP. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts transferred out | CONTACTS_TRANSFERRED_OUT | Count of contacts transferred from the queue after being answered by an agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts transferred in from queue | CONTACTS_TRANSFERRED_IN_FROM_QUEUE | Count of contacts transferred to the queue from another in a Transfer to queue contact flow. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts transferred out from queue | CONTACTS_TRANSFERRED_OUT_FROM_QUEUE | Count of contacts transferred from the queue to another queue in a Transfer to queue contact flow. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Callback contacts handled | CALLBACK_CONTACTS_HANDLED | Count of contacts that were initiated from a queued callback and handled by an agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| API contacts handled | API_CONTACTS_HANDLED | Count of contacts that were initiated using an Amazon Connect API operation, such as StartOutboundVoiceContact, and handled by an agent. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Contacts missed | CONTACTS_MISSED | Count of contacts routed to an agent but not answered by the agent, including contacts abandoned by the customer. A contact can be counted as missed multiple times, once for each time it is routed to an agent but not answered. Contacts missed also referred as Agent non-response. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Occupancy | OCCUPANCY | Percentage of time that agents were active on contacts. This percentage is calculated as follows: (Agent Handle Time / (Agent Handle Time + Agent Idle Time)) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average handle time | HANDLE_TIME Avg | The average time that agents spent on contacts, including hold time and after contact work. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average after contact work time | AFTER_CONTACT_WORK_TIME Avg | The average time that agents spent doing ACW for a contact. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Maximum queued time | QUEUED_TIME Avg | The longest time that a contact spent waiting in the queue. This includes all contacts added to the queue, even if they were not connected with an agent, such as abandoned contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average queue abandon time | ABANDON_TIME Avg | The average time that contacts waited in the queue before being abandoned. This is calculated by averaging the difference between EnqueueTimestamp and DequeueTimestamp (from the CTR) for abandoned contacts. A contact is considered abandoned if it was removed from a queue but not answered by an agent or queued for callback. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average queue answer time | QUEUE_ANSWER_TIME Avg | The average time that contacts waited in the queue before being answered by an agent. This is the average of Duration (from the CTR). | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average customer hold time | HOLD_TIME Avg | The average time that customers spent on hold while connected to an agent. This is calculated by averaging CustomerHoldDuration (from the CTR). | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average interaction time | INTERACTION_TIME Avg | The average time that agents interacted with customers during contacts. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Average interaction and hold time | INTERACTION_AND_HOLD_TIME Avg | Average of the sum of the agent interaction and customer hold time. This is calculated by averaging the sum of the following values from the CTR: AgentInteractionDuration and CustomerHoldDuration. | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 15 seconds | SERVICE_LEVEL_15 | Percentage of contacts removed from the queue between 0 and 15 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 20 seconds | SERVICE_LEVEL_20 | Percentage of contacts removed from the queue between 0 and 20 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 25 seconds | SERVICE_LEVEL_25 | Percentage of contacts removed from the queue between 0 and 25 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 30 seconds | SERVICE_LEVEL_30 | Percentage of contacts removed from the queue between 0 and 30 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 45 seconds | SERVICE_LEVEL_45 | Percentage of contacts removed from the queue between 0 and 45 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 60 seconds | SERVICE_LEVEL_60 | Percentage of contacts removed from the queue between 0 and 60 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 90 seconds | SERVICE_LEVEL_90 | Percentage of contacts removed from the queue between 0 and 90 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 120 seconds | SERVICE_LEVEL_120 | Percentage of contacts removed from the queue between 0 and 120 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 180 seconds | SERVICE_LEVEL_180 | Percentage of contacts removed from the queue between 0 and 180 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 240 seconds | SERVICE_LEVEL_240 | Percentage of contacts removed from the queue between 0 and 240 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 300 seconds | SERVICE_LEVEL_300 | Percentage of contacts removed from the queue between 0 and 300 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Service level 600 seconds | SERVICE_LEVEL_600 | Percentage of contacts removed from the queue between 0 and 600 seconds after being added to it. A contact is removed from a queue when the following occurs: an agent answers the contact, the customer abandons the contact, or the customer requests a callback. This percentage is calculated as follows: (Contacts removed from queue in X seconds / Contacts queued) * 100 | queuemetrics (30 minutes aggregation), queuemetrics_daily (Daily aggregation) |
| Agents online | AGENTS_ONLINE | Count of agents who have set their status in the CCP to something other than Offline. | queueobservations |
| Agents on call | AGENTS_ON_CALL | queueobservations | |
| Agents staffed | AGENTS_STAFFED | Count of agents who are online in the CCP, and not in NPT (a custom status). | queueobservations |
| Agents after contact work | AGENTS_AFTER_CONTACT_WORK | Count of agents who are in ACW status. | queueobservations |
| Agents NPT | AGENTS_NON_PRODUCTIVE | Count of agents who have set their status in the CCP to a custom status. That is, their CCP status is other than Available or Offline. | queueobservations |
| Oldest contact age | OLDEST_CONTACT_AGE | Length of time in the queue for the contact that has been in the queue the longest. | queueobservations |
| Contacts scheduled | CONTACTS_SCHEDULED | Count of customers in the queue for which there is a callback scheduled. | queueobservations |
| Agents error | AGENTS_ERROR | When this term appears in the Agent Status column, it means there's a contact in an error state. | queueobservations |
| Contacts in queue | CONTACTS_IN_QUEUE | Count of contacts currently in the queue. | queueobservations |
| Agents available | AGENTS_AVAILABLE | The number of agents who can take an inbound contact. An agent can only take inbound contacts when they manually set their status to Available in the CCP (or in some cases when their supervisor changes it). | queueobservations |
Custom Measures
Some Indexes also include a number of measures which have been created by eMite as either a Custom Measure (KPI), Calculated Measure, or Virtual Member. eMite provides these measures over and above the standard measures received from Amazon Connect.
| eMite Measure Name | Classification | Measure Definition |
|---|---|---|
| Handled Count | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [Handled].[Handled].[NonZeroInteractions] (NonZeroInteractions = AgentInteractionDuration > 0) |
| Transferred Count | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[TRANSFER] |
| Agent interaction and hold time | Custom Measures | [Predefined Measures_Sum].[AgentInteractionDuration] + [Predefined Measures_Sum].[CustomerHoldDuration Sum] |
| Contact handle time | Custom Measures | [Custom Measures].[Agent interaction and hold time] + [Predefined Measures_Sum].[AgentAfterContactWorkDuration Sum]) |
| Inbound Calls | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[INBOUND] && [Measures].[emite_awsconnectcontacttrace Count], FILTER[InitiationMethod].[TRANSFER] |
| Inbound Handled | Custom Measures | [Measures].[Handled Count], FILTER [InitiationMethod].[INBOUND] && [Measures].[emite_awsconnectcontacttrace Count], FILTER[InitiationMethod].[TRANSFER] |
| Outbound Calls | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [InitiationMethod].[OUTBOUND] |
| Outbound Handled | Custom Measures | [Measures].[Handled Count], FILTER [InitiationMethod].[OUTBOUND] |
| ASA | Custom Measures | [Predefined Measures_Sum].[QueueDuration Sum], FILTER [Handled].[Handled].[NonZeroInteractions] / [Measures].[emite_awsconnectcontacttrace Count], FILTER [Handled].[Handled].[NonZeroInteractions] |
| Average Handle Time | Custom Measures | [Custom Measures].[Contact handle time] / [Custom Measures].[Handled Count]) |
| Abandoned Calls | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [Abandoned].[Queue Abandoned] (Queue Abandoned = AgentUsername is NULL and QueueName is NOTNULL and NextContactID is NULL) |
Offered Calls | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER .[OfferedCalls].[Offered Calls] (Offered Calls = QueueName is NOTNULL) |
Org Service Level (Default 60 Secs, Can be modified depending on organization standards) | Custom Measures | ( [Custom Measures].[Offered Calls], FILTER [WaitTimeBucket].[Less Than 60 Seconds] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[INBOUND] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[TRANSFER] / [Custom Measures].[Offered Calls], FILTER [WaitTimeBucket].[All] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[INBOUND] && [Custom Measures].[Offered Calls], FILTER [InitiationMethod].[TRANSFER] ) * 100 (WaitTimeBucket is based on QueueDuration where QueueDuration is created in different buckets e.g: Call answered within 20 Seconds, Call answered within 60 Seconds, etc. ) Calculated by: (Offered calls removed from the queue in 60 seconds where InitiationMethod is INBOUND && TRANSFER / Offered Calls where InitiationMethod is INBOUND && TRANSFER ) * 100 |
| Transferred In | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [TransferredInOrOut].[Transferred In] (Transferred In = TransferredToEndPointType is NULL) |
| Transferred Out | Custom Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER [TransferredInOrOut].[Transferred Out] (Transferred Out = TransferredToEndPointType is NOTNULL) |
| Average agent customer hold duration | Custom Measures | [Measures].[CustomerHoldDuration Sum] / [Measures].[emite_awsconnectcontacttrace Count], FILTER [CallsHold].[CallsHold].[Hold_True] (Hold_True = CustomerHoldDuration > 0) |
| Callback | Custom Measures | [Custom Measures].[Handled Count], FILTER [InitiationMethod].[CALLBACK] |
| % Answered | Custom Measures | ([Custom Measures].[Handled Count] / [Custom Measures].[Offered Calls]) * 100 |
| % Abandoned | Custom Measures | ([Custom Measures].[Abandoned Calls] / [Custom Measures].[Offered Calls]) * 100 |
| Today Handled Count | Trend Measures | SUM({[InitiationTimestamp].[Date]=@Today} * {[Handled].[Handled].[NonZeroInteractions]} * [Measures].[emite_awsconnectcontacttrace Count]) |
| Yesterday Handled Count | Trend Measures | SUM({[InitiationTimestamp].[Date]=@Yesterday} * {[Handled].[Handled].[NonZeroInteractions]} * [Measures].[emite_awsconnectcontacttrace Count]) |
| Today Interaction Time | Trend Measures | SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[AgentInteractionDuration Sum]) |
| Today Hold Time | Trend Measures | SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[CustomerHoldDuration Sum]) |
| Today ACW Time | Trend Measures | SUM({[InitiationTimestamp].[Date]=@Today} * [Measures].[AgentAfterContactWorkDuration Sum]) |
| This Week Handled Count | Trend Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Date]=@ThisWeek |
| Last Week Handled Count | Trend Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Date]=@LastWeek |
| This Week Talk Time | Trend Measures | [Measures].[AgentInteractionDuration Sum], FILTER [InitiationTimestamp].[Date]=@ThisWeek |
| Last Week Talk Time | Trend Measures | [Measures].[AgentInteractionDuration Sum], FILTER [InitiationTimestamp].[Date]=@LastWeek |
| YTD Handled Count | Trend Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Year]=@ThisYear |
| MTD Handled Count | Trend Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Month And Year]=@ThisMonthAndYear |
| Last 1 Hour Handled Count | Trend Measures | [Measures].[emite_awsconnectcontacttrace Count], FILTER .[Handled].[NonZeroInteractions] && [InitiationTimestamp].[Date]=@Last1Hours |
| Today ASA | Trend Measures | [Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Today |
| Today GOS | Trend Measures | [Custom Measures].[Org Service Level], FILTER [InitiationTimestamp].[Date]=@Today |
| Yesterday ASA | Trend Measures | [Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Yesterday |
| Last 6 Days ASA | Trend Measures | [Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Last6days |
| Last 7 Days ASA | Trend Measures | [Custom Measures].[ASA], FILTER [InitiationTimestamp].[Date]=@Last7days |
| Last 7 Days GOS | Trend Measures | [Custom Measures].[Org Service Level], FILTER [InitiationTimestamp].[Date]=@Last7days |
| Last 7 Days % Abandoned | Trend Measures | [Custom Measures].[% Abandoned], FILTER [InitiationTimestamp].[Date]=@Last7days |
| Last 7 Days % Answered | Trend Measures | [Custom Measures].[% Answered], FILTER [InitiationTimestamp].[Date]=@Last7days |
| 7 Days Ago ASA | Trend Measures | SUM({} * [Trend Measures].[Last 7 Days ASA])-SUM({} * [Trend Measures].[Last 6 Days ASA]) |
| eMite Measure Name | Classification | Measure Definition |
|---|---|---|
| % Missed | Custom Measures | (SUM({} * [Measures].[CONTACTS_MISSED Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 |
| % Transferred | Custom Measures | (SUM({} * [Measures].[Transferred In and Out])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 |
| % Abandoned | Custom Measures | (SUM({} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({} * [Measures].[Offered Calls]))*100 |
| % Answered | Custom Measures | (SUM({} * [Measures].[CONTACTS_HANDLED Sum])/SUM({} * [Measures].[Offered Calls]))*100 |
Offered Calls (excludes outbound calls made by agent but not answered) | Custom Measures | SUM({} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_HANDLED Sum]) |
| Answer Time per Call | Custom Measures | SUM({} * [Measures].[QUEUE_ANSWER_TIME Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]) |
| % Agents hung up first | Custom Measures | (SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 |
| Transferred In and Out | Custom Measures | SUM({} * [Measures].[CONTACTS_TRANSFERRED_IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_OUT Sum]) |
| Org Service Level | Custom Measures | SUM({} * [Measures].[SERVICE_LEVEL_X Avg]) |
| Yesterday Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum]) |
| Today Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum]) |
| Last 6 Days Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum]) |
| Last 7 Days Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum]) |
| 7 Days Ago Handled Count | Trend Measures | SUM({} * [Measures].[Handled 7])-SUM({} * [Measures].[Handled 6]) |
| Today Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum]) |
| Yesterday Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_ABANDONED Sum]) |
| Last 6 Days Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_ABANDONED Sum]) |
| Last 7 Days Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_ABANDONED Sum]) |
| 7 Days Ago Abandoned Count | Trend Measures | SUM({} * [Measures].[Last 7 Days Abandoned Count])-SUM({} * [Measures].[Last 6 Days Abandoned Count]) |
| Last 7 Days % Answered | Trend Measures | (SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Total Calls]))*100 |
| Last 7 Days % Abandoned | Trend Measures | (SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Total Calls]))*100 |
| Today GOS | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[SERVICE_LEVEL_60 Avg]) |
| eMite Measure Name | Classification | Measure Definition |
|---|---|---|
| % Agents first hung up | Custom Measures | (SUM({} * [Measures].[CONTACTS_AGENT_HUNG_UP_FIRST Sum])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 |
| % Abandoned | Custom Measures | (SUM({} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({} * [Measures].[Offered Calls]))*100 |
| % Answered | Custom Measures | (SUM({} * [Measures].[CONTACTS_HANDLED Sum])/SUM({} * [Measures].[Offered Calls]))*100 |
| % Transferred | Custom Measures | (SUM({} * [Measures].[Transferred_In_and_out])/SUM({} * [Measures].[CONTACTS_HANDLED Sum]))*100 |
| Transferred_In_and_out | Custom Measures | SUM({} * [Measures].[CONTACTS_TRANSFERRED_IN Sum])+SUM({} * [Measures].[CONTACTS_TRANSFERRED_OUT Sum]) |
Offered Calls (excludes outbound calls made by agent but not answered) | Custom Measures | SUM({} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({} * [Measures].[CONTACTS_HANDLED Sum]) |
| Today GOS | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[SERVICE_LEVEL_60 Avg]) |
| Yesterday GOS | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[SERVICE_LEVEL_60 Avg]) |
| Today Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum]) |
| Yesterday Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_HANDLED Sum]) |
| Last 6 Days Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_HANDLED Sum]) |
| Last 7 Days Handled Count | Trend Measures | SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_HANDLED Sum]) |
| 7 Days Ago Handled Count | Trend Measures | SUM({} * [Measures].[Last 7 Days Handled Count])-SUM({} * [Measures].[Last 6 Days Handled Count]) |
| Last 6 Days GOS | Trend Measures | SUM({[StartDate].[StartDate].[Date]=@Last6days} * [Measures].[SERVICE_LEVEL_60 Avg]) |
| Last 7 Days GOS | Trend Measures | SUM({[StartDate].[StartDate].[Date]=@Last7days} * [Measures].[SERVICE_LEVEL_60 Avg]) |
| 7 Days Ago GOS | Trend Measures | SUM({} * [Measures].[Last 7 Days GOS])-SUM({} * [Measures].[Last 6 Days GOS]) |
| Today ASA | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[QUEUE_ANSWER_TIME Sum]) |
| Yesterday ASA | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[QUEUE_ANSWER_TIME Sum]) |
| Last 6 Days ASA | Trend Measures | SUM({[StartDate].[Date]=@Last6days} * [Measures].[QUEUE_ANSWER_TIME Sum]) |
| Last 7 Days ASA | Trend Measures | SUM({[StartDate].[Date]=@Last7days} * [Measures].[QUEUE_ANSWER_TIME Sum]) |
| 7 Days Ago ASA | Trend Measures | SUM({} * [Measures].[Average GOS 7])-SUM({} * [Measures].[Average GOS 6]) |
| Today Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum]) |
| Yesterday Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[CONTACTS_ABANDONED Sum]) |
| Last 6 Days Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Last6days} * [Measures].[CONTACTS_ABANDONED Sum]) |
| Last 7 Days Abandoned Count | Trend Measures | SUM({[StartDate].[Date]=@Last7days} * [Measures].[CONTACTS_ABANDONED Sum]) |
| 7 Days Ago Abandoned Count | Trend Measures | SUM({} * [Measures].[Last 7 Days Abandoned Count])-SUM({} * [Measures].[Last 6 Days Abandoned Count]) |
| Last 7 Days % Abandoned | Trend Measures | (SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_ABANDONED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100 |
| Last 7 Days % Answered | Trend Measures | (SUM({[StartDate].[Date]=@Last7Days} * [Measures].[CONTACTS_HANDLED Sum])/SUM({[StartDate].[Date]=@Last7Days} * [Measures].[Offered Calls]))*100 |
| Today Avg Handle Time | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[HANDLE_TIME Sum]) |
| Today Avg Hold Time | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[HOLD_TIME Sum]) |
| Yesterday Avg Hold Time | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[HOLD_TIME Sum]) |
| Last 6 Days Avg Hold Time | Trend Measures | SUM({[StartDate].[Date]=@Last6days} * [Measures].[HOLD_TIME Sum]) |
| Last 7 Days Hold Time | Trend Measures | SUM({[StartDate].[Date]=@Last7days} * [Measures].[HOLD_TIME Sum]) |
| 7 Days Ago Avg Hold Time | Trend Measures | SUM({} * [Measures].[Last 7 Days Hold Time])-SUM({} * [Measures].[Last 6 Days Avg Hold Time]) |
| Last 7 Days Avg Handle Time | Trend Measures | SUM({[StartDate].[Date]=@Last7Days} * [Measures].[HANDLE_TIME Sum]) |
| Today % Occupancy | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[OCCUPANCY Sum]) |
| Yesterday % Occupancy | Trend Measures | SUM({[StartDate].[Date]=@Yesterday} * [Measures].[OCCUPANCY Sum]) |
| Last 6 Days % Occupancy | Trend Measures | SUM({[StartDate].[Date]=@Last6Days} * [Measures].[OCCUPANCY Sum]) |
| Last 7 Days % Occupancy | Trend Measures | SUM({[StartDate].[Date]=@Last7Days} * [Measures].[OCCUPANCY Sum]) |
| 7 Days Ago % Occupancy | Trend Measures | SUM({} * [Measures].[Last 7 Days % Occupancy])-SUM({} * [Measures].[Last 6 Days % Occupancy]) |
| Today Offered Calls | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_ABANDONED Sum])+SUM({[StartDate].[Date]=@Today} * [Measures].[CONTACTS_HANDLED Sum]) |
| Today Callback Handled | Trend Measures | SUM({[StartDate].[Date]=@Today} * [Measures].[CALLBACK_CONTACTS_HANDLED Sum]) |
| eMite Measure Name | Classification | Measure Definition |
|---|---|---|
| % Agents Interacting | Custom Measures | (SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_ON_CALL Sum])/SUM({[LastUpdate].[Date]=@Today} * [Measures].[AGENTS_STAFFED Sum]))*100 |
| Today Calls Waiting | Trend Measures | SUM({[LastUpdate].[Date]=@Today} * [Measures].[CONTACTS_IN_QUEUE Sum]) |
| Today Longest Wait Time | Trend Measures | SUM({[LastUpdate].[Date]=@Today} * [Measures].[OLDEST_CONTACT_AGE Sum]) |
| eMite Measure Name | Classification | Measure Definition |
|---|---|---|
| Agent Status Duration | Sum | AgentStatusDuration = StartTimestamp - PreviousStartTimestamp |
| Average Agent Status Duration | Average | Avg (AgentStatusDuration = StartTimestamp - PreviousStartTimestamp) |
| State Duration | Sum | StateDuration = StateTimestamp - PreviousStateTimestamp |
| Average State Duration | Average | Avg (StateDuration = StateTimestamp - PreviousStateTimestamp) |
| Agent Missed Calls | Sum | [Measures].[emite_awsconnectagenteventhistory Count], FILTER [AgentStatus].[AgentStatus].[Not Responding] |
| eMite Measure Name | Classification | Measure Definition |
|---|---|---|
| Agent Status Duration | Sum | AgentStatusDuration = StartTimestamp - PreviousStartTimestamp |
| Average Agent Status Duration | Average | Avg (AgentStatusDuration = StartTimestamp - PreviousStartTimestamp) |
| State Duration | Sum | StateDuration = StateTimestamp - PreviousStateTimestamp |
| Average State Duration | Average | Avg (StateDuration = StateTimestamp - PreviousStateTimestamp) |
- No labels