Creating Metrics
Overview
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.
To create a new metric for an existing measure:
For more information on the fields referenced below, see Data Attributes of Measures and Metrics.
- Select Performance Designer and click the Measure Designer icon (designated by three parallel lines) in the left panel.
- Optional: Use the filtering tools to narrow the list of displayed measures.
- Click the blue Metrics icon for the measure want to use.
- In the Manage Metrics window, click New.
- Select a Metric Type from the drop-down list. If you select Calculation, skip the next two steps.
- Select a Period Key from the drop-down list.
- Select a Frequency from the drop-down list. If you selected Reference for Metric Type, skip the next two steps.
- Enter a value for Period SQL.
- Enter a value for Metric SQL if applicable.
- Optional: Select the checkbox for Display Trend if you plan to use trending with the metric.
- Configure the active period for the metric by using the date selectors in the Active From and Active To fields.
- Click Save Metric.
- If you are ready to activate the metric, click Publish Metric. Metrics are not considered active until they have been published. You can optionally return to this task to publish a metric saved previously.