DataStudio metrics

Modified on Thu, 2 Jan at 10:41 AM

Datastudio interacts with the Data's source through queries:

Here are the available metrics to employ in a query:

Branch			Metric	Description
Agents	Log in	Log in (state)	Log in (state)	Current Log state of the agent
		Log in	Log in	Last Concurrent Count + Time for Logged In agents
				Max Concurrent Count + Time for Logged In agents
				Min Concurrent Count + Time for Logged In agents
	Readiness		Readiness	Current Readiness state of the agent
		Ready	Ready	Last Concurrent Count +Times for agents that are ready
				Max Concurrent Count +Times for agents that are ready
				Min Concurrent Count +Times for agents that are ready
		Not Ready	Not Ready	Last Concurrent Count + Times for agents that are not ready
				Max Concurrent Count + Times for agents that are not ready
				Min Concurrent Count + Times for agents that are not ready
	Not Ready Reason		Not Ready Reason	Not Ready reason for the agents that are Not Ready
	State		Agent state	Current state of the agent
		Busy	Busy	Last Concurrent Count +Times for agents that are busy
				Max Concurrent Count +Times for agents that are busy
				Min Concurrent Count +Times for agents that are busy
		Idle	Idle	Last Concurrent Count +Times for agents that are idle
				Max Concurrent Count +Times for agents that are idle
				Min Concurrent Count +Times for agents that are idle
		Agent Preview	Agent Preview	Last Concurrent Count +Times for agents that are in the preview state
				Max Concurrent Count +Times for agents that are in the preview state
				Min Concurrent Count +Times for agents that are in the preview state
		Agent Wrapup	Agent Wrapup	Last Concurrent Count +Times for agents that are in the wrapup state
				Max Concurrent Count +Times for agents that are in the wrapup state
				Min Concurrent Count +Times for agents that are in the wrapup state
	Signed		Signed	Current signed state of the agent
		Signed in	Signed in	Last Concurrent Count for agents that are signed in
				Max Concurrent Count for agents that are signed in
				Min Concurrent Count for agents that are signed in
		Signed out	Signed out	Last Concurrent Count for agents that are signed out
				Max Concurrent Count for agents that are signed out
				Min Concurrent Count for agents that are signed out
	Available		Available(state)	Current available state of the agent
			Available	Last Concurrent Count + time for available agents
				Max Concurrent Count + time for available agents
				Min Concurrent Count + time for available agents
	Help		Help	Last Concurrent Count + time for agent help
				Max Concurrent Count + time for agent help
				Min Concurrent Count + time for agent help
	Extension		Extension	Current extension of the agent
	Current interaction	Campaign name	Campaign name	Current campaign of the agent interaction
		Interaction type	Interaction type	Current interaction type of the agent interaction
		Contact	Contact	Current contact of the agent interaction
Interaction	Alert		Alert	Times from alerting
	Hold		Hold	Times from holding
	Talk		Talk	Times from talking
	Agent waiting		Agent waiting	Time for agents that are waiting (Available + Alerting)
	Agent Outcome		Agent Handled Count	Number of times an Agent Handled an Interaction
			Agent Abandoned Count	Number of Interactions that where Abandoned in Agents
			Transferred Count	Number of times an Agent Transferred an Interaction
			Transferred Out Count	Number of times an Agent Transferred Out an Interaction
			Agent Rejected Count	Number of times an Agent Rejected an Interaction
			Consulted Count	Number of times an Agent Consulted an Interaction
			Agent Service Assigned Count	Number of times an Agent Assigned an Interaction to another Service
	IVR&Queue Outcome	Handled	Handled	Number of Handled interactions
		Abandoned	Abandoned	Number of Abandoned interactions
		Overflow	Overflow	Number of interactions in Overflow
		Rejected	Rejected	Number of Rejected interactions
	Queue		Queue	Last Concurrent Count + Times of the interactions in the queue
				Max Concurrent Count + Times of the interactions in the queue
				Min Concurrent Count + Times of the interactions in the queue
	IVR		IVR	Last Concurrent Count + Times of the interactions in the queue
				Max Concurrent Count + Times of the interactions in the queue
				Min Concurrent Count + Times of the interactions in the queue
	Simultaneous interactions		Simultaneous interactions	Last Concurent Count and max current count of the number of interactions being handled
	Preview		Preview	Last Concurrent Count + Times for agents that are previewing
				Max Concurrent Count + Times for agents that are previewing
				Min Concurrent Count + Times for agents that are previewing
	Wrapup		Wrapup	Last Concurrent Count + Times for agents that are in Wrapup
				Max Concurrent Count + Times for agents that are in Wrapup
				Min Concurrent Count + Times for agents that are in Wrapup
	Media Outcome		Media Outcome	Count for the media outcomes
	Dialer State	Power	Dialer State: Power	Current number of interactions in Dialer State: Power
		Routing	Dialer State: Routing	Current number of interactions in Dialer State: Routing
		Predictive	Dialer State: Predictive	Current number of interactions in Dialer State: Predictive
		Parked	Dialer State: Parked	Current number of interactions in Dialer State: Parked
		Retention	Dialer State: Retention	Current number of interactions in Dialer State: Retention
	Nuisance Ratio		Nuisance Ratio	Result of the formula for Nuisance ratio
	Interactions Count		Arrived Interactions Count	Number of interactions that have arrived. Applies Inherent filter: Include All Inbound Services
	Interactions Count		Interactions Handled Count	Number of interactions handled (interaction connected)
	Flow outcome	Service + Queue	Last Concurrent Interactions	Last Number of Concurrent Interactions In Service + Queue Flow
			Max Concurrent Interactions	Maximum of the Number of Concurrent Interactions In Service + Queue Flow
			Min Concurrent Interactions	Minimum of the Number of Concurrent Interactions In Service + Queue Flow
			Service + Queue Offered Count	The Offered Count that occurred in the flows of Service + Queue
		Queue	Last Concurrent Interactions	Last Number of Concurrent Interactions in Queue
			Max Concurrent Interactions	Maximum of the Number of Concurrent Interactions in Queue
			Min Concurrent Interactions	Minimum of the Number of Concurrent Interactions in Queue
			Queue Abandoned Count	The number of Interactions that where Abandoned when the Interaction was in Queue
			Queue Overflow Count	The number of Interactions that Overflowed when the Interaction was in Queue
			Queue Rejected Count	The number of Interactions that where Rejected when the Interaction was in Queue
			Queue Offered Count	The Offered Count that occurred in Queue Flow
		Service	Last Concurrent Interactions	Last Number of Concurrent Interactions in Service Flow
			Max Concurrent Interactions	Maximum of the Number of Concurrent Interactions in Service Flow
			Min Concurrent Interactions	Minimum of the Number of Concurrent Interactions in Service Flow
			Service Flow Abandoned Count	The number of Interactions that where Abandoned when the Interaction was in Service Flow
			Service Flow Overflow Count	The number of Interactions that Overflowed when the Interaction was in Service Flow
			Service Flow Rejected Count	The number of Interactions that where Rejected when the Interaction was in Service Flow
			Service Flow Offered Count	The Offered Count that occurred in Service Flow
Campaign	Campaign current state		Campaign current state	The current state of the campaign
	Campaign Type		Campaign Type	The type of the campaign
	Service level metric	Total SL	Total SL	Result of the Service Level Formula in the Campaign. All interaction Types are considered.
		Call SL	Call SL	Result of the Service Level Formula in the Campaign. Call interaction Types are considered.
		IM SL	IM SL	Result of the Service Level Formula in the Campaign. IM interaction Types are considered.
		Email/Data/Socia Media SL	Email/Data/Socia Media SL	Result of the Service Level Formula in the Campaign. Email and Data and Socia Media interaction Types are considered.
Sessions	Business Outcome		Business Outcome	Count for the business outcomes