Metrics Widget

Required permissions: Interaction Analytics View

The Metrics Widget is a bar chart that allows you to view applicable contacts that match criteria set by a single metric. For example, you can use the Team Name metric to only view interactions for a specific team. This widget can display many different things and can have any title. In the following image, the Metrics Widget displays the number of contacts that occurred during the currently selected time period where an abandon did not occur.

Watch this short training video to learn more about this widget.

Read the Chart

The bars indicate the number or percentage where a certain threshold was met, if a threshold is configured. To view details about the bar measurement, hover over the bar. A box appears containing the threshold met and the number or percentage associated with it. You can edit the widget settings or use workspace filters Funnel to configure additional metrics to appear in the widget.

Available metrics

Metric	Details
abandoned	Allows you to view interactions that were abandoned. This metric is not helpful for drawing meaning from your data. If an interaction was abandoned, there is no data to view in the dataset.
abandonSeconds	Number of seconds an interaction lasted before it was abandoned. 0 indicates no abandon occurred. This metric is more helpful for reviewing export data than filtering a workspace or dataset.
ACWSeconds	Number of seconds the agent spent on ACW for the interaction.
agentID	Agents are identified by a unique numeric ID.
agentSeconds	Number of seconds the agent was connected to the contact.
analyticsProcessedDate	Number of interactions analyzed by Interaction Analytics by a specified date. Use the Overview Bar Widget instead if you want to see the number of interactions per, minute, per hour, per day, and total in a dataset.
businessUnitID	The ID unique to your business unit. Always the same for every interaction. So, this metric is not helpful for analyzing your data.
callbackTime	Length of time the contact spent waiting for a callback after requesting one.
campaignID	Unique numeric identifier assigned by CXone to the campaign.
campaignName	Name of the campaign.
combinedTranscriptID	Unique numeric identifier for a given transcript.
confSeconds	Duration in seconds that agents spent conferencing during an interaction.
contactID	Unique ID assigned by CXone to an interaction. Useful when looking for a specific call, chat, email, or other interaction type. You can use this to find all segments attached to the contact. Useful for filtering a widget or workspace, but not for defining dataset criteria.
contactStart	Interactions that started at the same time.
dateACWWarehoused	The date after contact work (ACW) was recorded.
dateContactWarehoused	Interactions that started at a certain time.
dispositionNotes	Interactions where an agent assigned the same disposition notes.
firstName	Allows you to see interactions handled by agents with the first name you enter. Agents are identified by first name, so agents sharing the same first name are combined.
fromAddr	The phone number, email address, or IP address of the agent who handled the call, email, or chat interaction, respectively.
holdCount	Contacts placed on hold. Useful to see all interactions where a hold occurred. For example, you can configure the hold count as Greater than 1 to filter a workspace or dataset.
holdSeconds	The number of seconds contacts spent on hold. 0 indicates the contact was not placed on hold.
inQueueSeconds	The amount of time in seconds that a contact spent waiting in the queue before talking to an agent.
isAgent	Filters interactions based on whether the agent is the speaker of a word or phrase. If you want to focus on an agent's speech, it's easier to use the Participant or Keywords and Phrases filters instead.
isAnalyticsProcessed	Whether interactions have already been processed for Interaction Analyticstrue indicates that the interactions have been processed. false indicates that they have not.
isAnalyticsProcessedDate	The date contacts were processed. While this metric provides interaction details, it is not helpful for drawing meaning from your data.
isLogged	The number of interactions that were logged. true indicates an interaction has been logged. false indicates that they have not. This metric is not helpful for finding meaning in your data. If an interaction isn't logged, it won't appear in a dataset.
isOutbound	Interactions initiated by the contact. true indicates that the interactions are outbound. false indicates that they are not.
isRefused	Interactions refused by an agent. true indicates that interactions that have been refused. false indicates that they were not. This metric is not helpful for finding meaning in your data. If an agent refused a contact, the interaction won't appear in a dataset.
isShortAbandon	Contacts that spent time in the queue and hung up before the time specified in the short abandon interval. true indicates that interactions meet the short abandon threshold. false indicates that they do not. This metric is not helpful for finding meaning in your data. If an interaction was abandoned, there is no data to view in the dataset.
isTakeover	Interactions that were taken over by a supervisor. true indicates that interactions were taken over. false indicates that they were not.
lastName	Contacts handled per agent. The agents are identified by last name, so agents sharing the same last name are combined. To filter by agent, it is easier to use Agent ID instead.
lastUpdateTime	Shows contacts organized by the date and time they were last updated.
Master Contact ID	Shows contacts by the master or parent ID of one or more related contacts. A new master contact ID will be assigned if a contact has been transferred 10 or more times.
mediaType	The number of interactions that occurred per media type, or channel. Different number values represent different media types: 1: email 3: chat 4: voice
mediaTypeName	The number of interactions that occurred per media type. Different number values represent different media types: 1: email 3: chat 4: voice
pointOfContactID	Shows contacts that entered the system per point of contact. Points of contact are identified by numeric ID.
postQueueSeconds	The number of seconds contacts spent in the system after the interaction ended.
preQueueSeconds	The number of seconds contacts spent in the system before entering the queue.
primaryDispositionID	Shows interactions assigned to each disposition as the primary disposition. The disposition is identified by its numeric ID.
refuseReason	Shows contacts refused per reason. No data will display if contacts were not refused. See Contact History Report: Refusal Reasons for a list of refusal reasons. This metric is not helpful for finding meaning in your data.
refuseTime	The date and time at which an agent refused the contact. This metric is not helpful for finding meaning in your data.
releaseSeconds	Length of time in seconds that it took the script to execute an OnRelease event after both the contact and the agent disconnected.
routingTime	Duration of time between when the CXone ACD identifies an agent to handle the incoming interaction and the time the agent accepts the interaction.
secondaryDispositionId	No longer in use.
serviceLevelFlag	The number of contacts marked with each service level flag: -1: The contact never entered the queue 0: An agent handled the contact within the required service level 1: An agent did not handle the contact within the required service level
skillID	Contacts handled by skill. Skills are identified by numeric ID.
skillName	Contacts handled by skill. Skills are identified by name.
teamID	Contacts handled by a particular team. Teams are identified by numeric ID.
teamName	Contacts handled by a particular team. Teams are identified by name.
toAddr	The phone number, email address, or IP address a contact used during the interaction.
totalDurationSeconds	The total duration of the interaction in seconds from the time the contact entered the system until the agent completed after contact work (ACW).
transferIndicatorID	Contacts that were transferred by transfer ID. Different number values indicate different transfer outcomes: 2: Indicates contacts were transferred to a new agent. 1: Indicates contacts were transferred to a new skill. 0: Indicates contacts were not transferred at all.
transferIndicatorName	Contacts that were transferred by transfer ID. You can filter by different transfer indicators: ReAgent: Contacts were transferred to a new agent. ReSkill: Contacts were transferred to a new skill. None: Contacts were not transferred at all. This metric is especially helpful for helping you create categories.
notableSilenceSeconds	The number of seconds of silence in an interaction.
notableSilencePercentage	The percentage of the interaction that was silent.
interactionDurationSeconds	The total number of seconds from the time the first word is mentioned to the time the last word is mentioned in an interaction.
Transferredindicator revised	Similar to transferIndicatorName . Also, provides the option to filter by interactions that were consulted. 0: None 1: Reskill 3: Consult

Change the View

You have two options for viewing information in the Metrics Widget:

To view an exact number of contacts where the selected metric met a certain threshold, select Number of Interactions. This is the default view.
To view the percentage of contacts where the selected metric met a certain threshold, select Percentage.

View Interaction Details

When you click a bar in the chart, you can click Show Interactions to view the contacts that match the metric during this time period. For example, if you click a bar that indicates 46 contacts were not abandoned during the time period and select Show Interactions, the Interactions Widget opens to display those 46 contacts.

You can perform all the same actions in this pop-up that you can in the Interactions Widget. These actions include:

Viewing transcripts.
Listening to call recordings.
Highlighting selected items.
Sorting data into your preferred view.

For more instructions, see the Interactions Widget.

Modify the Metrics Widget Settings

You can modify the Metrics Widget settings to apply filters, change the name of the widget in the workspace, specify the number of bars displayed in the widget, change the color of the bars, and change the default view.

Change the Title of the Widget

Click Options in the top right corner of the widget.
Click Settings.
Enter the new widget name in the Title field.
Click OK.

Customize the Widget

Click the three stacked dots in the top right corner of the widget.
Click Settings.
Click Widget Options to open the drop-down.
If you want to change the number of bars to show in the widget, type the number in the Number to Show text box. The default is 10 and the maximum is 25.
If you want to change the base color of the bars and text in the widget, either click the colored box to open the color picker or manually type the hexadecimal code of the color you want to use in the text box.
If you want to specify the Sort Order, select either Ascending or Descending from the drop-down.
If you want to change whether a number or percentage shows in the bars of the Metrics Widget by default, select either Count or Percentage, respectively, under Default View.
Click OK.