Metrics Matrix
How every predefined metric is typed and domain-tagged, and where to find the full master table of all metrics.
Every predefined CCaaS report metric carries a row-type-agnostic definition plus two independent tags -- a Type and one or more Domains. The live Metrics Matrix page publishes the full master table of all 219 metrics with their Type, Domain, and definition; this page documents the methodology and category definitions behind that table.
Row-Type Membership Now Lives in Report DefinitionsWhich row types offer a given metric is no longer tracked in a separate spreadsheet grid -- each row type's own Report Definition page lists every metric available on it directly.
Metric Categories
Each metric is tagged along two independent axes.
| Axis | Description |
|---|---|
| Type | The shape of the value a metric returns. Single-valued per metric. |
| Domain | The functional area of the product a metric belongs to. Multi-valued -- a metric can belong to more than one domain. |
Type
| Type | Description |
|---|---|
| Count | The number of times a specific occurrence happened within a report row's scope. |
| Percent | The share of a specific occurrence within a report row's scope, expressed as a percentage. |
| Duration | The total, maximum, minimum, or average length of time associated with a report row's scope. |
| Peak | The largest number of a specific occurrence happening simultaneously, at any point during the selected time frame. |
| Identifier | A system-generated unique ID for a call, email, feature instance, or QA evaluation. |
| Boolean | Whether a specific condition was true for a report row's scope. Shown as a check mark when true. |
| Timestamp | The date and time a call, event, or feature instance started, ended, or was created. |
| Value | A Session Parameter value captured mid-call by an IVR action, typed to match how it was captured. |
| List | Every distinct value of a kind associated with a report row's scope, comma-separated when there is more than one. |
| Attribute | A single descriptive value tied to a call, email, agent, or other entity, without aggregation. |
Domain
| Domain | Description |
|---|---|
| Voice/Call | Metrics describing voice calls and their outcomes. |
| Chat | Metrics describing web chat interactions. |
| Metrics describing email interactions handled through the Email channel. | |
| Agent Presence & State | Metrics describing an agent's login, ready, and other presence states. |
| Queue & Callback | Metrics describing time spent in queue and the Queue Callback feature. |
| Routing & Parties | Metrics describing the agents, groups, and skills involved in routing a call. |
| Reason Code | Metrics describing reason codes applied to agent states. |
| Feature | Metrics describing agent feature instances, such as Do Not Disturb or a login/logout. |
| Recording | Metrics describing call recordings. |
| AI/Sentiment/QA | Metrics describing AI transcription, sentiment scoring, and AutoQA evaluations. |
| Session Parameter | Metrics surfacing IVR-captured Session Parameter values. |
| Audit | Metrics describing audit events. |
| Report Metadata | Metrics describing the report itself, such as its row count or time frame. |
Source and Exclusions
Metrics come from an internal reference doc and direct confirmation against the live report builder. Formula-template metrics and QA Scorecard fields are excluded, since they belong to editable formulas and the QA Scorecards feature rather than standard predefined metrics.
Updated about 6 hours ago