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Available Contact Center Metrics

  • 1.  Available Contact Center Metrics

    Posted 06-05-2025 19:20

    wbruan | 2019-04-23 11:22:15 UTC | #1

    Good day

    From a reporting perspective, we'd like to understand what we can get and how we'd get it.

    We are particularly interested in the following fields. Please see the feedback we require on each.

    • Average Handling Time
      • Our requirement is to report on AHT by agent. Is Handling Time available per call (which we can map to an agent), or only as an average over a time period?
      • What format can we get Handling Time in? I'd imagine that it would either by HH:MM:SS notation (ie. 00:05:30) or just an integer with the number of seconds (ie. 330). Our preference is for the latter.
    • First Call Resolution (FCR)
      • Are we able to get a Yes/No indicator per call, or only as an average over a time period?
      • How long post the call does PureCloud take to determine whether a call has achieved First Call Resolution?
      • What exact format can we expect the FCR data to be?
    • Transfers
      • Our requirement is to report on how many times an agent transferred a call during a specific time period. We can link calls to agents on our end, but is there an indicator which will tell us whether a call has been transferred from one agent/dept to another, and how many transfers a particular call has undergone?

    Kind regards Ruan

    tim.smith | 2019-04-23 20:22:36 UTC | #2

    You'll need to use the Analytics APIs to retrieve this information. Take special note of the dimensions and metrics documentation to help you understand the data returned from the APIs. The Developer Tools Analytics Query Builder is a good tool to test out various analytics queries.

    • AHT - look at tHandle and divide the sum by the count
    • FCR - This isn't a stat PureCloud tracks. If you need help piecing together, please describe the method you would use to determine your yes/no outcome.
    • Transfers - there are a few metrics on transfers depending on exactly what you're looking for.

    system | 2019-05-24 20:18:54 UTC | #3

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 5038



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