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Data Attributes, Metric Data Types and Formulas

The following table consists of data attributes, metric data types, and formulas.

Color Description
RED Represents Existing Metrics from Dataset.
GREEN Represents Newly created Metrics.

 

Dataset

Attribute and Metric

Data Type

Need to Format

Formula Procedure
Agent Status Stats Attribute: Agent

 

No

  
  Attribute: Workgroup

 

No

  
  Metric Time in Status

DateTime

Yes
  • To get the difference between Current Time and Time in status, create a new metric (Time in Status Sec). Formula: DateDiff(CurrentDateTime(), [Time in Status], "s")
  • To get actual time in status, create another metric (Time in Status Calc). Formula: IF ((Year([Time in Status])=1970), 0, [Time in Status Sec])
  • To display data in hh:mm:ss format, create another metric (Time). Formula: [Time in Status Calc]/86400
  1. Right-click the metric (Time) and select the Number Format from the list.
  2. Select the Custom from Number Format list and set the value as [h]:mm:ss
 
Agent Interval Stats Attribute: Agent

 

No

  
  Attribute: Workgroup

 

No

  
  Attribute: Interval

 

No

  
  Metric: Average Agent Negative Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration, if the value is less than zero then the value from stat server will be negative value. In that case if you want to format the data. Follow below steps.

  1. Right-click the metric (Average Agent Negative Score) and select the Number Format from the list.
  2. Select Fixed from the Number Format list and clear Use 1000 Separator (,) check box.

From the above step, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Agent Positive Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration, if the value is less than zero then the value from stat server will be negative value. In that case if you want to format the data. Follow below steps.

  1. Right-click the metric (Average Agent Positive Score) and select the Number Format from the list.
  2. Select Fixed from the Number Format list and clear Use 1000 Separator (,) check box.

From the above step, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Customer Negative Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration, if the value is less than zero then the value from stat server will be negative value. In that case if you want to format the data. Follow below steps.

  1. Right-click the metric (Average Customer Negative Score) and select the Number Format from the list.
  2. Select Fixed from the Number Format list and clear Use 1000 Separator (,) check box.

From the above step, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Customer Positive Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration, if the value is less than zero then the value from stat server will be negative value. In that case if you want to format the data. Follow below steps.

  1. Right-click the metric (Average Customer Positive Score) and select the Number Format from the list.
  2. Select Fixed from the Number Format list and clear Use 1000 Separator (,) check box.

From the above step, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Hold Time

Seconds

Yes
  1. Create a new metric (Average Hold Time) to display data in hh:mm:ss format.
  2. Click Switch to Formula Editor and enter the Formula: [Average Hold Time]/86400
  3. Right-click the metric (Average Hold Time) and select the Number Format from the list.
  4. Select the Custom from Number Format list and set the value as [h]:mm:ss

Use the created metric (Average Hold Time) to display the formatted data.
  Metric: Average Talk Time

Seconds

Yes
  1. Create a new metric (Average Talk Time) to display data in hh:mm:ss format.
  2. Click Switch to Formula Editor and enter the Formula: [Average Talk Time]/86400
  3. Right-click the metric (Average Talk Time) and select the Number Format.
  4. Select the Custom from Number Format list and set the value as [h]:mm:ss

Use the created metric (Average Talk Time) to display the formatted data.
  Metric: Average Wait Time

Seconds

Yes
  1. Create a new metric (Average Wait Time) to display data in hh:mm:ss format
  2. Click Switch to Formula Editor and enter the Formula: [Average Wait Time]/86400
  3. Right-click the metric (Average Wait Time) and select the Number Format from the list.
  4. Select the Custom from Number Format list and set the value as [h]:mm:ss

Use the created metric (Average Wait Time) to display the formatted data.
  Metric: Longest Talk Time

Seconds

Yes
  1. Create a new metric (Longest Talk Time) to display data in hh:mm:ss format.
  2. Click Switch to Formula Editor and enter the Formula: [Longest Talk Time]/86400
  3. Right-click the metric (Longest Talk Time) and select the Number Format from the list.
  4. Select the Custom from Number Format list and set the value as [h]:mm:ss

Use the created metric (Longest Talk Time) to display the formatted data.
  Metric: Longest Wait Time

Seconds

Yes
  1. Create a new metric (Longest Wait Time) to display data in hh:mm:ss format.
  2. Click Switch to Formula Editor and enter the Formula: [Longest Wait Time]/86400
  3. Right-click the metric (Longest Wait Time) and select the Number Format from the list.
  4. Select the Custom from Number Format list and set the value as [h]:mm:ss

Use the created metric (Longest Wait Time) to display the formatted data.
  Metric: Interactions Completed

Integer

No

  
  Metric: Interactions Answered

Integer

No

  
  Metric: Interactions on Hold

Integer

No

  
  Metric: Interactions Entered

Integer

No

  
  Metric: Non ACD Interaction

Integer

No

  
Workgroup Interval Media Stats Attribute: Interval

 

No

  
  Attribute: Workgroup

 

No

  
  Metric: Abandoned Rate Missed Target

Integer

 
  1. Create a metric (Abandonded Rate Missed Target (%)) and click Switch to Formula Editor and enter the Formula: [Abandoned Rate Missed Target]/100.
  2. Right-click the new metric (Abandonded Rate Missed Target (%)) and select the Number Format from the list.
  3. Select the Percentage from the Number Format list.
  Metric: Abandoned Rate Target

Integer

 
  1. Create a metric (Abandonded Rate Target (%)) and click Switch to Formula Editor and enter the Formula: [Abandoned Rate Target]/100.
  2. Right-click the new metric (Abandonded Rate Target (%)) and select the Number Format from the list.
  3. Select the Percentage from the Number Format list.
  Metric: Service Level Target

Integer

 
  1. Create a metric (Service Level Target (%)) and click Switch to Formula Editor and enter the Formula: [Service Level Target]/100.
  2. Right-click the new metric (Service Level Target (%)) and select the Number Format from the list.
  3. Select the Percentage from the Number Format list.
  Metric: Service Level Missed Target

Integer

 
  1. Create a metric (Service Level Missed Target (%)) and click Switch to Formula Editor and enter the Formula: [Service Level Missed Target]/100.
  2. Right-click the new metric (Service Level Missed Target (%)).
  3. Select the Number Format from the list and then select the Percentage from the Number Format list.
 
Workgroup Interval Stats Attribute: Workgroup

 

No

  
  Attribute: Interval

 

No

  
  Metric: Average Agent Negative Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration. If the value is less than zero, then the value from stat server will be negative. In this case, if you want to format the data. Do the following:

  1. Right-click the metric (Average Agent Negative Score)
  2. Select the Number Format from the list and then select the Fixed from the Number Format list.
  3. Clear the Use 1000 Separator (,) check box.

From the above steps, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Agent Positive Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration. If the value is less than zero, then the value from stat server will be negative. In this case, if you want to format the data. Do the following:

  1. Right-click the metric (Average Agent Positive Score)
  2. Select the Number Format from the list and then select the Fixed from the Number Format list.
  3. Clear the Use 1000 Separator (,) check box.

From the above steps, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Customer Negative Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration. If the value is less than zero, then the value from stat server will be negative. In this case, if you want to format the data. Do the following:

  1. Right-click the metric (Average Customer Negative Score)
  2. Select the Number Format from the list and then select the Fixed from the Number Format list.
  3. Clear the Use 1000 Separator (,) check box.

From the above steps, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Customer Positive Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration. If the value is less than zero, then the value from stat server will be negative. In this case, if you want to format the data. Do the following:

  1. Right-click the metric (Average Customer Positive Score)
  2. Select the Number Format from the list and then select the Fixed from the Number Format list.
  3. Clear the Use 1000 Separator (,) check box.

From the above steps, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Average Hold Time

Seconds

 Yes

  1. Create a new metric (Average Hold Time) to display data in hh:mm:ss format.

  2. Click Switch to Formula Editor and enter the Formula: [Average Hold Time]/86400

  3. Right-click the metric (Average Hold Time) and then select the Number Format from the list.

  4. Select the Custom from the Number Format list and set the value as [h]:mm:ss

Use the created metric (Average Hold Time) to display the formatted data.
  Metric: Average Talk Time

Seconds

 Yes

  1. Create a new metric (Average Talk Time) to display data in hh:mm:ss format

  2. Click Switch to Formula Editor and enter the Formula: [Average Talk Time]/86400

  3. Right-click the metric (Average Talk Time) and select the Number Format from the list.

  4. Select the Custom from the Number Format list and set the value as [h]:mm:ss

Use the created metric (Average Talk Time) to display the formatted data.
  Metric: Average Wait Time

Seconds

 Yes

  1. Create a new metric (Average Wait Time) to display data in hh:mm:ss format.

  2. Click Switch to Formula Editor and enter the Formula: [Average Wait Time]/86400

  3. Right-click the metric (Average Wait Time) and select the Number Format from the list.

  4. Select the Custom from the Number Format list and set the value as [h]:mm:ss

Use the created metric (Average Wait Time) to display the formatted data.
  Metric: Total Talk Time

Seconds

 Yes

  1. Create a new metric (Total Talk Time) to display data in hh:mm:ss format.

  2. Click Switch to Formula Editor and enter the Formula: [Total Talk Time]/86400

  3. Right-click the metric (Total Talk Time) and select the Number Format from the list.

  4. Select the Custom from the Number Format list and set the value as [h]:mm:ss

Use the created metric (Total Talk Time) to display the formatted data.
  Metric: Total Wait Time

Seconds

 Yes

  1. Create a new metric (Total Wait Time) to display data in hh:mm:ss format.

  2. Click Switch to Formula Editor and enter the Formula: [Total Wait Time]/86400

  3. Right-click the metric (Total Wait Time) and select the Number Format from the list.

  4. Select the Custom from the Number Format list and set the value as [h]:mm:ss

Use the created metric (Total Wait Time) to display the formatted data.
  Metric: Total Hold Time

Seconds

 Yes

  1. Create a new metric (Total Hold Time) to display data in hh:mm:ss format.

  2. Click Switch to Formula Editor and enter the Formula: [Total Hold Time]/86400

  3. Right-click the metric (Total Hold Time) and select the Number Format from the list.

  4. Select the Custom from the Number Format list and set the value as [h]:mm:ss

Use the created metric (Total Hold Time) to display the formatted data.
  Metric: Interactions Abandoned

Integer

No

  
  Metric: Interactions Entered

Integer

No

  
  Metric: Interactions Answered

Integer

No

  
  Metric: Interactions Completed

Integer

No

  
  Metric: Interactions Flowed out

Integer

No

  
Workgroup Stats Attribute: Workgroup

Integer

No

  
  Metric: Agents Available

Integer

No

  
  Metric: Agents Logged in

Integer

No

  
  Metric: Agents Logged in and Activated

Integer

No

  
  Metric: Available Agents for ACD Interactions

Integer

No

  
  Metric: Interactions Connected

Integer

No

  
  Metric: Interactions on Hold

Integer

No

  
  Metric: Interactions Waiting

Integer

No

  
  Metric: Logged in Agents

Integer

No

  
  Metric: Longest Available Time

DateTime

Yes
  • To get the difference between CurrentTime and Time in status, create new metric (Longest Available Sec). Formula: DateDiff(CurrentDateTime(), [Longest Available Time], "s")
  • To get actual time in status, create another metric (Longest Available Sec Calc). Formula: IF(((Year([Longest Available Time])=1970) Or ([Longest Available Sec]<0)), 0, [Longest Available Sec])
  • To display data in hh:mm:ss format, create another metric (Longest Available). Formula: [Longest Available Sec Calc]/86400
  1. Right-click the metric(Longest Available) and select the Number Format from the list.
  2. Select the Custom  from the Number Format list and set the value as [h]:mm:ss
  Metric: Longest Inbound ACD Interaction

DateTime

Yes
  • To get the difference between CurrentTime and Time in status, create new metric (Longest Inbound ACD Interaction Sec). Formula: DateDiff (CurrentDateTime(), [Longest Inbound ACD Interaction], "s")
  • To get actual time in status, create another metric (Longest Inbound ACD Interaction Calc). Formula: IF((Year([Longest Inbound ACD Interaction])=1970), 0, [Longest Inbound ACD Interaction Sec])
  • To display data in hh:mm:ss format, create another metric (Longest Inbound ACD). Formula: [Longest Inbound ACD Interaction Calc]/86400
  1. Right-click the metric(Longest Inbound ACD) and select the Number Format from the list.
  2. Select the Custom from the Number Format list and set the value as [h]:mm:ss
  Metric: Longest Non ACD Interaction

DateTime

Yes
  • To get the difference between CurrentTime and Time in status, create a new metric (Longest Non ACD Interaction Sec). Formula: DateDiff (CurrentDateTime(), [Longest Non ACD Interaction], "s")
  • To get actual time in status, create another metric (Longest Non ACD Interaction Calc). Formula: If((Year([Longest Non ACD Interaction])=1970), 0, [Longest Non ACD Interaction Sec])
  • To display data in hh:mm:ss format, create another metric (Longest Non ACD). Formula: [Longest Non ACD Interaction Calc]/86400
  1. Right-click the metric (Longest Non ACD) and select the Number Format from the list.
  2. Select the Custom from the Number Format list and set the value as [h]:mm:ss
  Metric: Longest on Hold Time

DateTime

Yes
  • To get the difference between CurrentTime and Time in status, create a new metric (Longest on Hold Time Sec). Formula: DateDiff (CurrentDateTime(), [Longest on Hold Time], "s")
  • To get actual time in status, create another metric (Longest on Hold Time Calc). Formula: IF(((Year([Longest on Hold Time])=1970) Or ([Longest on Hold Time Sec]<0)), 0, [Longest on Hold Time Sec])
  • To display data in hh:mm:ss format, create another metric (Longest on Hold Time). Formula: [Longest on Hold Time Calc]/86400
  1. Right-click the metric (Longest on Hold Time) and select the Number Format from the list.
  2. Select the Custom from the Number Format list and set the value as [h]:mm:ss
  Metric: Longest Outbound ACD Interaction

DateTime

Yes
  • To get the difference between CurrentTime and Time in status. create new metric (Longest Outbound ACD Interaction Sec). Formula: DateDiff(CurrentDateTime(), [Longest Outbound ACD Interaction], "s")
  • To get actual time in status, create another metric (Longest Outbound ACD Interaction Calc). Formula: IF(((Year([Longest Outbound ACD Interaction])=1970) Or ([Longest Outbound ACD Interaction Sec]<0)), 0, [Longest Outbound ACD Interaction Sec])
  • To display data in hh:mm:ss format, create another metric (Longest Outbound ACD Interaction). Formula: [Longest Outbound ACD Interaction Calc]/86400
  1. Right-click the metric (Longest Outbound ACD Interaction) and select the Number Format from the list.
  2. Select the Custom from the Number Format list and set the value as [h]:mm:ss.
  Metric: Longest Talk Time

DateTime

Yes
  • To get the difference between CurrentTime and Time in status, create new metric (Longest Talk Time Sec). Formula: DateDiff(CurrentDateTime(), [Longest Talk Time], "s")
  • To get actual time in status, create another metric (Longest Talk Time Sec Calc). Formula: IF(((Year([Longest Talk Time])=1970) Or ([Longest Talk Time Sec]<0)), 0, [Longest Talk Time Sec])
  • To display data in hh:mm:ss format, create another metric (Longest Talk Time) Formula: [Longest Talk Time Calc]/86400
  1. Right-click the metric (Longest Talk Time) and select the Number Format from the list.
  2. Select the Custom from the Number Format list and set the value as [h]:mm:ss.
  Metric: Longest Wait Time

 

 
  • To get the difference between Current Time and Time in status, create new metric (Longest Wait Time Sec) Formula: DateDiff(CurrentDateTime(), [Longest Wait Time], "s")
  • To get actual time in status. create another metric (Longest Wait Time Sec Calc)  Formula: IF(((Year([Longest Wait Time])=1970) Or ([Longest Wait Time Sec]<0)), 0, [Longest Wait Time Sec])
  • To display data in hh:mm:ss format, create another metric (Longest Wait Time). Formula: [Longest Wait Time Calc]/86400
  1. Right-click the metric (Longest Wait Time) and select Number Format from the list.
  2. Select the Custom from the Number Format list and set the value as [h]:mm:ss.
  Metric: Non ACD Interactions

Integer

No

  
  Metric: Not Available Agents

Integer

No

  
  Metric: On Inbound ACD Interactions

Integer

No

  
  Metric: On Inbound ACW

Integer

No

  
  Metric: Total Agents

Integer

No

  
  Metric: Worst Active Agent Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration. If the value is less than zero, then the value from the stat server will be a negative value. In this case, if you want to format the data. Do the following:

  1. Right-click the metric (Worst Active Negative Score) and select the Number Format from the list.
  2. Select the Fixed from the Number Format list and clear the Use 1000 Separator(,) check box.

From the above steps, negative value displayed in bracket format. For an example: (43) but not as -43.
  Metric: Worst Active Customer Score

Integer

Needed Sometimes

In some cases, agent score is negative based on Interaction Administrator configuration. If the value is less than zero, then the value from the stat server will be a negative value. In this case, if you want to format the data. Do the following:

  1. Right-click the metric (Worst Active Customer Score ) and select the Number Format from the list.
  2. Select the Fixed from the Number Format list and clear the Use 1000 Separator(,) check box.

From the above steps, negative value displayed in bracket format. For an example: (43) but not as -43.
Workgroup Status Stats Attribute: Workgroup

 

No

  
 

Attribute: Status

 

No

  
  Metric: Agents in Status

Integer

No

  

Recommendations

  1. While using multiple datasets for designing, link the common attributes with other datasets. For more information, see Datasets Panel > Attribute/Metric Options > Link to Other Datasets
  2. After a dashboard is moved/saved in the Shared Reports folder, then right-click the dashboard and select the share option to assign permissions for the user to view the dashboard. For more information, see Create Dashboard > File Options > Share for more how to assign permissions for other users.
  3. Designer must set a timer to auto refresh the dashboard, so that refreshing the dashboard happen at the presentation level automatically. For more information, see Dashboard > File Options > Dashboard Properties > Refresh for more details.
  4. Always click Validate to validate the formula entered in the newly created metrics.
  5. Add qualifications to the visualizations so that the data can be filtered at level. For more information, see Visualization Menu Options > Edit Filter.
  6. To stop data retrieval while designing the dashboard. For more information, see Create Dashboard > Menu Bar Options> Pause Data Retrieval
  7. Designer user must follow the formula procedure for some metrics, so that the data can be in the readable format.
  8. For every newly created metric, click the metric that got dragged into the Editor Panel and then right-click the metric. Clear the Condense Axis Labels check box.