List of measurable KPI-cards in the dashboard
Explore a comprehensive glossary of all available KPI cards for your custom dashboards. This guide details each metric, from agent handling time and ratings to queue counts and scenario performance.
1. **Agent median handling time**
- Represents the median handling time for agents - total chat time, when a chat got handled by at least one agent. Can be grouped by bot or company (using dimensions).
2. **Agent median rating**
- Calculates the median rating for an agent. For dimensions, you can use bot name, agent id and agent name.
3. **Agent median rating - percentage**
- Calculates the median rating for an agent - in percentage. For dimensions, you can use bot name, agent id and agent name.
4. **Agent average handling time**
- Represents the average handling time for agents - total chat time, when a chat got handled by at least one agent. Can be grouped by bot or company (using dimensions).
5. **Agent chats realtime**
- Represents the realtime count of agent chats. For dimensions, you can use company id, bot id, agent id and agent name.
6. **Agent rating average**
- Can be used to calculate the average rating user gave for chats where at least one agent was involved. If more than one agent participated in the chat, the rating is added for all of them. Metric can be used to filter at agent level and also rating.
7. **Agent rating average percentage**
- Same as above, but it will display the rating in percentage. It can be used only on table and number view.
8. **Agent rating count**
- Represents the number of ratings added for an agent. Can be used to filter at agent level and also rating.
9. **Agent rating count percentage**
- Same as above, but it will display the rating in percentage. It can be used only on table and number view.
10. **Attention seeker button**
- Displays the number of times a button, from a specific attention seeker, got pressed. Can display the attention seeker name and the button name.
11. **Attention seeker open / Attention seeker close**
- Calculates the number of times an attention seeker was displayed or was closed.
12. **Blob display**
- Represents the number of times the blow was displayed.
13. **Blob open / close**
- Calculates blob click, to open or to close the blob.
14. **Bot average handling time**
- Represents the average handling time for bot (total chat time), when a chat got handled only by bot (no agents involved). Can be grouped by bot or company (using dimensions).
15. **Bot rating average**
- Can be used to calculate the average rating user gave for chats where only bot was involved.
16. **Bot Percentage Rating Average**
- Same as above, but it will display the rating in percentage. It can be used only on table and number view.
17. **Bot rating count**
- Represents the number of ratings added for a bot.
18. **Bot Percentage Rating Count**
- Same as above, but it will display the rating in percentage. It can be used only on table and number view.
19. **Button click count**
- Represents a count of clicked buttons in the chat.
20. **Chat events count**
- This metric can be used only in combination with a segment, there are two available:
- Chat events New chats - represents the number of new created chats
- Chat events Visits - represents the number of page loads (refresh, navigate to different pages) for an existing chat
21. **Chats Per Agent - Chats per hour**
- Calculates the handled chats per agent divided by the time the agent was online: handled chats from metric Chats per agent and agent online time from metric User Availability Status. Example, for 2,5h worked and 20 chats handled, the metric should show 8 chats / hour. In order for the metric to work properly, you need to select Agent Name and Calculated Chats from Dimensions and the Bucket in Time
22. **Chats Per Agent - Efficiency Score**
- Calculates the number handled chats per agent divided by the time the agent was online: handled chats from metric Chats per agent and agent online time from metric User Availability Status. Example, for 2,5h worked and 20 chats handled, the metric should show an efficiency of 12,5. In order for the metric to work properly, you need to select Agent Name and Calculated Efficiency from Dimensions and the Bucket in Time
23. **Chats Per Agent AHT**
- Represents average handling time, calculated per agent. Can be grouped (with dimensions) by company id, bot id, agent id and agent name.
24. **Chats Per Agent Total**
- Represents the total chats per an agent. Can be grouped (with dimensions) by company id, bot id, agent id and agent name.
25. **Confidence Level Per Scenario Average**
- Represents the average of the confidence level, when a scenario gets called.
26. **Handled Chats Count**
- Represents a count of handled chats; can be used with the options from segments, allowing count by agent or by bot
27. **Leaving Scenario Count**
- Represents the count for the last executed scenario in a chats; to have the correct list, it should be used with dimension to list scenario name.
28. **People Entered Queue Handover Count**
- Represents a count of chats that entered the queue after a direct handover.
29. **People Entered Queue Per Skill Count**
- Represents a count of chats that entered the queue after a skill handover.
30. **People Leaved Queue Count**
- a count of people that entered queue and left, without being transferred to an agent;
31. **Queue Count**
- the count for chats in queue for a specific period of time. For example, when time grouping is set for hour, it counts the number of chats that joined queue in that specific hour.
32. **Queue Waiting Time**
- represents the maximum time a chat would need to be in queue - represents the time of the oldest chat that is current in queue. It should be used with "Today" time, without any time grouping and "Duration" chart type.
- Also, a bot should be selected. If no bot is selected, the result will represent maximum waiting time for all company bots.
33. **Realtime Queue Count**
- the count for current chats in queue. It should be use as a number chart in the dashboard metrics, all time or per day, without any time grouping.
34. **Starting Page Count**
- represents a count of starting pages; must be used with dimension Page
35. **Transferred Chats Count**
- a count of transferred chats; can be used with dimension Agent Name
36. **Triggered Scenarios Count**
- a count of triggered scenarios; in order to see the scenario name, must be used with dimension Scenario name
37. **Untriggered Scenarios Count**
- a list of scenarios that were created but not triggered at all; must be used with dimension Scenario name
38. **User Availability Status**
- represents a number of seconds that a user spent in available status. Should be used with table view, with grouping by minute (to see the date-time fields with time; or without grouping, and the date-time fields will show only the dates). As dimensions, you can also add start/end times.