Contact center metrics
Monitor data received from contact-center platforms.
Contact center dashboards in Looker provide insight into the data we receive from clients' contact-center platforms, based on what they have configured on the Contact Center page. On these dashboards, you can see which clients are sending data from which platforms and how many API payloads (events) we receive, while viewing aggregated metrics based on the data we receive.
How do we receive contact center metrics?
Clients use the Contact Center Metrics API endpoint to send us payloads containing a snapshot of data, including metrics such as the average answer time, EWT, longest call waiting, and more. The contact center dashboards in Looker present metrics based on these payloads. Clients can send updates via API at any interval they choose, and there is no constant connection receiving events automatically.
Contact Center Clients
The Contact Center Clients dashboard provides high-level statistics about the number of clients, queues, and API payloads received in the specified timeframe. This dashboard reveals which contact-center platforms are sending events and contains a table with selected metrics for each client.
Consult the following descriptions to learn more about the metrics on the Contact Center Clients dashboard.
- Total Count Metrics
-
Several metrics are displayed near the top of the dashboard:
-
Contact Center Events — The number of API payloads received with contact center metrics
-
Contact Center Queues — The number of queues in the data set
-
Total Clients — The number of clients that have sent API payloads with contact center metrics
-
- Contact Center Events Over Time
- Plots the number of events received over time on a line chart
- Platform by Client
- Compares the ratio of events received from different contact-center platforms
- Clients
- A sortable table listing all clients in the data set and selected metrics for each one
Contact Center Queues
The Contact Center Queues dashboard presents data related to the metrics we receive from clients' contact-center platforms. Here you can find metrics such as the average longest call waiting, average estimated wait time, and more.
Consult the following descriptions to learn more about the metrics on the Contact Center Queues dashboard.
- Contact Center Events Over Time
- Plots the number of events processed in the specified timeframe on a line chart
- Contact Center Queues
- The number of queues included in the data set
- Contact Center Events
- The number of events processed
- Contact Center Platform
- Shows the ACD platforms used by the selected clients in a pie chart
Agent Metrics
- Avg. Available Agent Count
- The average count of available agents
- Avg. Logged In Agents
- The average count of agents currently logged in
- Agent Count
- Plots the Available Agent Count and the Logged In Agent Count over time, showing the correlation between the two at different times
Call Stats
- Avg. Queued Calls
- The average number of calls in queue
- Avg. Abandon Rate
- The average abandon rate
- Queued Calls
- Plots the number of queued calls over time
- Abandon Rate
- Plots the abandon rate over time
Durations
- Avg. Longest Call Waiting
- The average duration of the longest call waiting
- Avg. Estimated Wait Time High
- The average duration of the highest estimated wait time
- Avg. Estimated Wait Time
- The average estimated wait time
- Avg. Wait Time
- Plots the average estimated wait time, wait time high, and longest call waiting together on a line chart
- Avg. Answer Time
- The average time to answer metric
- Avg. Handle Time
- The average handle time metric
- Answer Time
- Shows the answer time value received over time
- Handle Time
- Shows the handle time value received over time
