Creating and Editing Measures

The system processes data collected from different sources as a series of measures. A measure is a simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, average handle time, average hold time, number of calls transferred, and so forth.

For more information, see Measures, Metrics, and Keys.

Creating a New Measure

To create a new measure:

For more information on the fields referenced below, see Data Attributes of Measures and Metrics.

  1. Select Performance Designer and click the Measure Designer icon (designated by three parallel lines) in the left panel.
  2. Click New.
  3. Enter a unique Name for the measure.
  4. Optional: Enter a Description.
  5. Select a Content Type from the drop-down list.
  6. Select an Aggregate Type from the drop-down list.
  7. Select a Resource Type from the drop-down list.
  8. For Numeric Precision, select a numeric value.
  9. For Numeric Scale, select a numeric value.
  10. For Display Precision, select the number of total digits for the displayed value.
  11. Select a Bias from the drop-down list.
  12. Select one or more Measure Tags.
  13. Click Save.

Editing a Measure

You can only modify measures created in the BI Designer. System-generated measures are locked.

To edit a measure:

  1. Select Performance Designer and click the Measure Designer icon (designated by three parallel lines) in the left panel
  2. Optional: Use the filtering tools to narrow the list of displayed measures.
  3. Click the green Edit icon for the measure you want to edit.
  4. Configure the measure’s settings as needed.
  5. Click Save.

Related Tasks

Related References