Metrics and Criteria centralizes the reference material behind CCaaS reporting — every predefined metric available per row type, the full set of filter criteria used to shape a report's values, a cross-referenced matrix comparing metrics across row types, baseline reporting terminology, and how interval-based reports credit values across time buckets.

---

Metrics Matrix

A spreadsheet cross-referencing every predefined metric across all row types, along with a row-type-agnostic definition and category tagging for each.

---

Metric Definitions

An index of the predefined metric definitions available for each row type, and where each is documented.

---

Report Filter Criteria

A full reference of the filter criteria available when shaping a report's values, along with how CCaaS calculates totals, maximums, minimums, and averages.

---

Abandoned vs. Missed

Explains the distinction between an abandoned call and a missed call in Cradle to Grave and reporting.

---

Interval Credit Modes

How CCaaS credits a call's count or duration to a row when the call spans more than one time interval.