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
Calculates a measure for the various intervals of time and various roll-up combinations. The formula to create a metric is: a measure plus the keys for “what” and “when.” for an existing measureA simple measurement, such as: average talk time, average QA score, number of calls handled, average interaction talk time, etc.:
- Select Performance Management → BI Designer and click the Measure Designer icon (designated by three parallel lines) in the left panel.
- 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.
Learn more about the fields in this step
Field
Description
Metric Type: Reference Use reference metrics to base one metric on another. For example, you might create a new reference metric based on the “hourly count” metric and use SQL to perform operations on it. Metric Type: Calculation Use calculation metrics to create metrics processed from data collected from a data source, such as Cisco UCCX or Coaching. Metric Type: Roll-Up “Roll-up” metrics are group metrics rolled up from agent metrics. This term is a simply name for these metrics and not a choice when creating metrics. - Select a Period Key from the drop-down list.
Learn more about the fields in this step
Field
Description
Period Key The Period Key is set based on the Metric Type. For calculation metrics, the period key is set by the system based on the metric data (making it read-only). For reference metrics, you must specify the period key from a drop-down list of the following values: 15 Minute, 30 Minute, Hour, Day, Week, Month, Quarter, Calendar, Year. - 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.
Learn more about the fields in this step
Field
Description
Period SQL Period SQL identifies the data source for a calculation metric. When you create such a metric, you must enter an SQL statement in this field that points the system to the correct data source. - Enter a value for Metric SQL if applicable.
- If you want to, 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.
Learn more about the fields in this step
Field
Description
Active Dates The Active From and Active To dates tell the system the periods for which to calculate the Metric. If you leave the Active To blank, the system treats the calculation period open (that is, having no end date). When a metric is used in scorecards or associated with a goal, the active period for the metric should align with the periods set for the goal and scorecard. - 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.
Metrics need to be active to be automatically updated by the system, to appear on the Metrics List Report, and to be used in other features of Performance Management. Each version of a metric has a Published indicator. In addition to Published, metrics can also be in one of these two statuses:- Edit – the metric (or new version of a metric) has been saved but not published
- Problem – the metric has been published but the system experienced an issue during computation
