Engage Digital | Understanding measures and attributes

To create the insight you want, you need to understand what measures and attributes are so you can use them properly. As discussed in Analytical Designer overview, measures are defined as computational expressions of numerical or quantitative data, while attributes are non-measurable descriptors used to break down metrics and measures. Attributes represent qualitative data. This means that measures are data that can be ‘sliced’ by attributes.
 
For example, Queue Duration — the duration of time the contact spent waiting for an agent — is a measure. Agent Team is an attribute. If you were to create an insight, Queue Duration can be ‘sliced’ by Agent Team to display, say, a bar graph of the sums of queue durations by agent teams.
 
You also need to know where data from the data catalog are being pulled from, and what their relationships are to each other. There’s more to creating insights than just understanding insight types. Not all measures can be ‘sliced’ by all attributes. There are certain attributes that don’t work on certain measures. This is where the concept of logical data models (LDMs) comes in.

About logical data models

The data used in creating measures and attributes pulled from your contact center’s database are organized into datasets. A dataset is a basic organizational unit for these data. It is a set of related measures, a set of attributes, or a set of both.
 
Datasets are connected to one another to create exclusive relationships. For example, Dataset A is connected to Dataset B, but is not connected to Dataset C. Dataset B, on the other hand,  is connected to Dataset C. This means that A can interact with B but not with C and vice versa. However, B can interact with both A and C. 
 
Try to imagine each dataset as boxes with data in them. Datasets connected to one another constitute a logical data model (LDM). The LDM is used to determine which data can interact with other data. 
 
There are two important datasets for data: segment and agent state. Some data are tagged and can be found under those categories, while some are not. When you drag a measure or an attribute to a section on the canvas, the data catalog will repopulate and only data compatible with the one on the canvas will appear in the catalog. 
 
It is also important to understand the concept of the segment and agent state datasets so you don’t confuse compatible data with incompatible data when conceptualizing insights you want to create.

Segment

A segment is the smallest independently reportable part of an interaction or conversation that is handled by a single agent. Each portion or segment is independent from another segment of that interaction. A segment has a definite begin time and end time, and optionally, associated categories.
 
An interaction or conversation can have one or many segments associated with it. One segment is finished before the next one begins. An interaction or conversation is finished when all associated segments are finished. When analyzing all the segments together, you will have a complete picture of the interaction or conversation.
 
For example, one interaction is being handled by three agents, a typical transfer use case. Each leg of the interaction (aka segment) has a wait time, a handle time and an agent associated with it. The total average wait time and total average handle time for the interaction will be calculated by the sum of the times for each segment, divided by the number of segments. The categories that apply to the interaction will include all the categories for each segment.

Agent State

Agent states include both time that agents are available and handling messages, and when agents are unavailable. Agent states are the agent’s status like Available, Busy, On Break, and so on. The sum of all agent states when logged in is called ‘Login’ in this LDM. 
View of agent states
Now that you have a basic understanding of measures, attributes, and where they come from, let’s take a look at all the specific data under each category. These categories can be found in the data catalog in the left-hand panel. 

Measures

As discussed above, measures are computational expressions of numerical or quantitative data. These are data where mathematical functions can be performed. Let’s look at the different measure categories below.
  • Agent State: Measuring by agent state will allow you to see data for the Duration, or the total time an agent spent in the selected state. You can filter specific states once Duration is configured.
  • SegmentMeasuring by segment will allow you to see data for the smallest independently reportable parts of an interaction that is handled by a single agent. The data measured includes:
    • CSAT Score: The CSAT score from a survey response.
    • First Response Duration: The time from the agent accepting the transaction to the first human response on the transaction. Does not take into account an automated response.
    • Hold time: The hold time duration of the interaction calculated as the Talk duration minus the handling time. This segment is only for Routing mode.
    • Inbound Ring Duration: the time it takes an agent to accept the interaction routed to him or her. For Engage Digital, this value will always be 0.
    • Queue Duration: The duration of time the contact spent waiting for an agent. For Routing mode this duration is calculated as the time the interaction was accepted by an agent minus the time the interaction last had a state change.

      For Inbox mode, this duration is calculated as follows: for the first interaction, the duration is calculated as the time the conversation was opened or assigned minus the time of the first content import for that conversation; for the second interaction, the duration is calculated as the time of the first content reply within the segment minus the time that the conversation was opened, reopened, reactivated, or updated.
    • Queue Duration Business Hours: The time this segment was waiting for an agent, considering only business hours. For Routing mode this duration is calculated as the time the interaction was accepted by an agent minus the time the interaction last had a state change.

      For Inbox mode, this duration is calculated as follows: for the first interaction, the duration is calculated as the time the conversation was opened or assigned minus the time of the first content import for that conversation; for the second interaction, the duration is calculated as the time of the first content reply within the segment minus the time that the conversation was opened, reopened, reactivated, or updated.
    • Talk Duration: The time the agent spent on the interaction. This time includes only the actual focus time.

Attributes

Attributes are non-measurable descriptors used to break down metrics and measures and represent qualitative data. Attributes can also be used as filters in your insights, KPI widgets, and dashboards. 
  • Agent: Filtering by agent will allow you to see metrics arranged by the agents configured in your account. The data displayed will give you the agent first and last names
  • Agent Team: Filtering by agent team will allow you to see metrics arranged by the teams configured in your account. The data displayed will give you the agent team names
  • Channel: Filtering by channel will allow you to see metrics arranged by the channels configured in your account
    • Channel: Displays the name of the channels
    • Channel Type: Displays the type of the channel
  • Disposition: Filtering by disposition will allow you to see metrics arranged by the disposition categories configured in your account. A disposition is a type of category that agents use when solving a conversation. The data displayed will give you the names of the dispositions categories
  • End Time: Filtering by end time will allow you to see metrics arranged by the times segments ended
    • End Half Hour: Displays the segment end times in half hour increments
    • End HH:MM: Displays the segment end times in hour and minute format
    • End Hour: Displays the segment end times in hour increments
    • End Quarter Hour: Displays the segment end times in quarter hour increments
  • Final Category: Filtering by final category will allow you to see metrics arranged by the final categories assigned to an interaction. The list of categories are displayed in the same hierarchy as configured in the Categories configuration page in Admin. Child categories of a parent are shown indented.
  • Initial CategoryFiltering by final category will allow you to see metrics arranged by the initial categories assigned to an interaction.The list of categories are displayed in the same hierarchy as configured in the Categories configuration page in Admin. Child categories of a parent are shown indented.
    • Initial category: Displays the names of initial categories assigned to an interaction
    • Type: Displays the type of category, such as analytics or skill
  • Segment: Filtering by segment will allow you to see metrics arranged by the smallest independently reportable part of an interaction or conversation that is handled by a single agent
    • Agent Connected: Indicates whether an agent was connected (in Engage Digital the interaction was accepted) and handled the interaction or not. True or false
    • Conversation ID: Displays a unique identifier for the case (conversation)
    • Creation Reason: Displays a status reason for the creation of the segment. The possible values for Routing mode include Initial, Transferred, or Deferred. The possible values for Inbox mode include Initial, Transferred, Deferred, or Reopened
    • Final: Indicates whether the segment is finalized. For Routing mode this is true for the segment where the status of the conversation is Completed, Destroyed, Deferred, or Undelivered. For Inbox mode this is true for the segment where the status of the conversation is Completed or Cancelled
    • First Contact: Indicates whether or not the segment is the first customer contact with an agent for the issue. The possible values are Yes or No. This mutable attribute can change from Yes to No if a customer returns with the same issue
    • Identity ID: Displays a unique identifier associated with the customer’s identity
    • Index: Displays the number of the segment in the interaction, starting from 1, and ordered according to the segment's creation timestamp
    • Interaction Start: Displays the timestamp when the interaction was started. Will be the same value for all interaction segments  
    • Language: Displays the language of the first message in the interaction
    • Mode Type: Displays the type of operational mode, Routing or Inbox
    • Reply Assistant Used: Indicates whether or not the Reply Assistant was used to compose a reply to a customer
    • Resolution Success: Indicates whether the customer issue was resolved successfully and the same customer did not return with an issue within a configured time interval. For Routing mode, the value will be true by default and will turn false if there is a one contact resolution failure for this segment. That is, if the interaction with the customer did not require another contact from the customer after the time period defined in admin settings for a one contact resolution failure.

      For Inbox mode, the value will be true by default and will turn false if a conversation is reopened
    • Resolved: Indicates whether or not the interaction was closed as result of the segment
    • Survey Responded: Indicates whether or not you received a customer response to a survey
    • Termination Reason: Displays a status for the ending of the segment. This mutable attribute can be used for segment-based backlog reporting, and to understand the final state of a segment. The possible values or Routing mode are Completed, Transferred, Deferred, Undelivered, and Cancelled. The possible values for Inbox mode are Completed, Transferred, Deferred, and Cancelled
    • Thread ID: Displays a unique identifier associated with the message thread
    • UII: Displays a unique identifier for the interaction or conversation. For Routing mode, the identifier is the task ID for the interaction, while for Inbox mode the identifier is the intervention ID or the thread ID and identity ID in a message thread. For more information about these identifiers, see the API Reference
    • Virtual Queue ID: Displays an identifier consisting of the combination of channel, language (two characters) and routing categories (as a hash)
  • Segment Dispositions Hash: Filtering by the segment dispositions hash will allow you to see metrics arranged by a compact string representation that uniquely identifies a set of disposition categories for a segment. This filter allows you to choose all segments with the same set of disposition categories. 

    For example, if you have two segments that are assigned three categories, the way to choose those segments is by filtering by hash
  • Segment Final Categories Hash: Filtering by the segment dispositions hash will allow you to see metrics arranged by a compact string representation that uniquely identifies a set of final categories for a segment. This filter allows you to choose all segments with the same set of final categories
  • Segment Initial Categories Hash: Filtering by the segment dispositions hash will allow you to see metrics arranged by a compact string representation that uniquely identifies a set of initial categories for a segment. This filter allows you to choose all segments with the same set of initial categories
  • Start Time: Filtering by end time will allow you to see metrics arranged by the times segments started
    • Start Half Hour: Displays the segment start times in half hour increments
    • Start HH:MM: Displays the segment start times in hour and minute format
    • Start Hour: Displays the segment start times in hour increments
    • Start Quarter Hour: Displays the segment start times in quarter hour increments
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