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  • 1.  CONTACTS metric definition

    Posted 12-26-2024 09:10
    No replies, thread closed.

    Hi community

    I have not found any answer to this topic, In outbound campaigns, 'contact' is defined as The number of interactions initiated by a remote party and connected to an agent (https://help.mypurecloud.com/articles/metric-definitions/),

    what exactly is meant by this term, and why does it not match with 'answered'?

    Thanks in advance


    #Reporting/Analytics

    ------------------------------
    ANA BELEN ALONSO VIDALES
    CTI
    ------------------------------


  • 2.  RE: CONTACTS metric definition

    Posted 12-27-2024 02:24
    No replies, thread closed.

    Hi,

    I am not using "contacts", but both definitions differ. I would guess, that "contacts" not only increments when connected to the first agent but also following connections (forwarding/consults). You could test this in a test queue.

    Best
    Christoph



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


  • 3.  RE: CONTACTS metric definition
    Best Answer

    Posted 12-30-2024 19:28
    Edited by Samuel Jillard 01-02-2025 03:53
    No replies, thread closed.

    Hey,

    So Contacts is an outbound campaign metric, you won't find this for inbound interactions.

    From an API perspective it is the nConnected metric or maybe nOutboundConnected

    Here is a preview campaign example, pulling all metrics available from https://api.mypurecloud.com.au/api/v2/analytics/conversations/aggregates/query 

     "metrics": [
                        {
                            "metric": "nConnected",
                            "stats": {
                                "count": 2
                            }
                        },
                        {
                            "metric": "nOutboundAttempted",
                            "stats": {
                                "count": 3
                            }
                        },
                        {
                            "metric": "nOutboundConnected",
                            "stats": {
                                "count": 2
                            }
                        },
                        {
                            "metric": "tAcw",
                            "stats": {
                                "max": 90159,
                                "min": 4784,
                                "count": 3,
                                "sum": 173632
                            }
                        },
                        {
                            "metric": "tHandle",
                            "stats": {
                                "max": 174640,
                                "min": 59010,
                                "count": 3,
                                "sum": 385653
                            }
                        },
                        {
                            "metric": "tTalkComplete",
                            "stats": {
                                "max": 85517,
                                "min": 27316,
                                "count": 2,
                                "sum": 112833
                            }
                        }
                    ]

    First note, there is not tAnswered metric at all.

    In this example we have 3 dialing attempts made, 2 contacts, one of those dialing attempts was was a busy/disconnected tone.

    So 3 attempts, 2 contacts. 3 handles, 2 Talktimes, 3 Acws, which all makes sense.



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


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