📌 Summary
This document is the official Metrics Registry for the ExpertFlow CX Customizable Dashboards product (v1.0, March 2026). It serves as the single source of truth for all metrics that can be surfaced in configurable dashboards used by contact center supervisors, agents, and admins.
The registry catalogs 37 metrics across 6 categories:
-
Queue & Load Monitoring (M-001–012) — Real-time and near-real-time metrics tracking queue health, wait times, SLA compliance, and abandonment.
-
Channel Category Stats (M-013–014) — Distribution of agents and interactions across channel types (voice, chat, email, etc.).
-
Bot Activity Stats (M-015–019) — Volume and performance metrics for automated bot handling, including escalations to human agents.
-
Agent Performance & KPIs (M-020–031) — Individual agent productivity metrics covering handle time, occupancy, wrap-up, RONA, and more.
-
Team KPIs (M-032) — Real-time consolidated view of all agents in a team for supervisors.
-
Historical Trends (M-033–037) — Time-series trend metrics for interactions, SLA, abandonment, and channel/queue mix. ⚠️ These are marked as Upcoming and are not included in the initial MVP release.
Each metric entry includes its formula, data source, refresh cadence, filterable dimensions, comparison modes, compatible widget types, and eligible user personas (Agent vs. Supervisor vs. Admin). The document also covers dashboard widget mapping, metric governance (naming conventions, permissions, approval process, deprecation policy, and review cadence), and a revision history.
This registry is intended to guide engineering implementation, QA validation, and product decisions related to the dashboard widget library.
Metrics Registry
Customizable Dashboard
ExpertFlow CX | Product: Customizable Dashboards PRD
Version: 1.0 | Date: March 2026 | Total Metrics: 37
Source: Product Requirements Document for Customizable Dashboards
Metric Categories at a Glance
|
Queue & Load Monitoring (M-001–012) |
Channel Category Stats (M-013–014) |
Bot Activity Stats (M-015–019) |
Agent Performance & KPIs (M-020–031) |
Team KPIs (M-032) |
Historical Trends (M-033–037) |
|---|
Historical Trends metrics are marked as Upcoming in the PRD and are not part of the initial MVP scope.
1. Metric Catalog
All 37 metrics extracted from the PRD. Color-coded rows correspond to dashboard category.
|
ID |
Metric Name |
Category |
Type |
Unit |
Owner |
Description |
|---|---|---|---|---|---|---|
|
Queue & Load Monitoring |
||||||
|
M-001 |
Service Level (SLA) % |
Queue & Load Monitoring |
Rate |
% |
Supervisor / Operations |
Service Level % of the queue(s). Retrieved from historical DB; updated after the reporting interval (default 5 min, configurable). |
|
M-002 |
Average Waiting Time |
Queue & Load Monitoring |
Duration |
Seconds |
Supervisor / Operations |
Average time a request remains in the queue before being answered by an agent. |
|
M-003 |
Average Handling Time |
Queue & Load Monitoring |
Duration |
Seconds |
Supervisor / Operations |
Average time of all closed tasks, regardless of disposition. |
|
M-004 |
Queue Summary Stats |
Queue & Load Monitoring |
Composite |
Table |
Supervisor |
Tabular stats per queue: agents busy, ready, not ready, total queued contacts, and oldest queue time. |
|
M-005 |
Abandon Rate |
Queue & Load Monitoring |
Rate |
% |
Supervisor / Operations |
Percentage of customers who left the queue before being answered. |
|
M-006 |
Total Queued |
Queue & Load Monitoring |
Volume |
Count |
Supervisor |
Total number of requests currently in the queue. |
|
M-007 |
Answered |
Queue & Load Monitoring |
Volume |
Count |
Supervisor / Agent |
Total number of requests answered. |
|
M-008 |
Abandoned |
Queue & Load Monitoring |
Volume |
Count |
Supervisor / Operations |
Total number of requests abandoned. |
|
M-009 |
Oldest in Queue |
Queue & Load Monitoring |
Duration |
Seconds |
Supervisor |
The longest time a contact has been waiting in the queue. |
|
M-010 |
Max Wait Time |
Queue & Load Monitoring |
Duration |
Seconds |
Supervisor |
Maximum wait time; equivalent to Oldest in Queue. |
|
M-011 |
Queue Performance Table |
Queue & Load Monitoring |
Composite |
Table |
Supervisor |
Table showing offered, handled, abandoned, and wait stats per queue. |
|
M-012 |
Queue Performance Trends |
Queue & Load Monitoring |
Trend |
Count |
Supervisor |
Conversations offered, handled, and abandoned over time (last 24 hours). |
|
Channel Category Stats |
||||||
|
M-013 |
Agent Category States |
Channel Category Stats |
Distribution |
Count |
Supervisor |
Distribution of agents by state (busy, active, ready, not-ready) per channel category. |
|
M-014 |
Channel Category Distribution |
Channel Category Stats |
Distribution |
Count |
Supervisor |
Distribution of interactions by channel category (e.g. voice, chat, email). |
|
Bot Activity Stats |
||||||
|
M-015 |
Active with Bots |
Bot Activity Stats |
Volume |
Count |
Supervisor / Admin |
Number of conversations currently active and being handled by the bot. |
|
M-016 |
Assigned Conversations (Bot) |
Bot Activity Stats |
Volume |
Count |
Supervisor / Admin |
Total conversations assigned to the bot. |
|
M-017 |
Completed Conversations (Bot) |
Bot Activity Stats |
Volume |
Count |
Supervisor / Admin |
Total conversations completed and resolved by the bot without human intervention. |
|
M-018 |
Escalated to Agent |
Bot Activity Stats |
Volume |
Count |
Supervisor / Admin |
Number of conversations where the bot handed off to a human agent. |
|
M-019 |
Bot Avg Response Time |
Bot Activity Stats |
Duration |
Seconds |
Supervisor / Admin |
Average time the bot takes to handle all assigned conversations per channel. |
|
Agent Performance & KPIs |
||||||
|
M-020 |
Total Handle Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Total time spent by the agent on handled conversations during the period. |
|
M-021 |
Total Hold Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Total time conversations were placed on hold by the agent. |
|
M-022 |
Talk Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Duration spent on chat-based or voice interactions. |
|
M-023 |
Ready Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Time the agent was in Ready state and available for new tasks. |
|
M-024 |
Not Ready Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Time agent was unavailable for handling tasks (break, meeting, etc.). |
|
M-025 |
Answered Conversations |
Agent Performance & KPIs |
Volume |
Count |
Agent / Supervisor |
Number of conversations successfully answered by the agent. |
|
M-026 |
Consult Conversations |
Agent Performance & KPIs |
Volume |
Count |
Agent / Supervisor |
Number of conversations successfully consulted by the agent. |
|
M-027 |
RONA Conversations |
Agent Performance & KPIs |
Volume |
Count |
Agent / Supervisor |
Number of conversations that Redirected on No Answer (RONA). |
|
M-028 |
Occupancy % |
Agent Performance & KPIs |
Rate |
% |
Agent / Supervisor |
Percentage of logged-in time the agent spent actively handling interactions. |
|
M-029 |
Average Handle Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Average time an agent takes to handle a single conversation. |
|
M-030 |
Average Wrap-up Time |
Agent Performance & KPIs |
Duration |
Seconds |
Agent / Supervisor |
Average time an agent takes to wrap up a conversation after it ends. |
|
M-031 |
Agent Hourly Summary |
Agent Performance & KPIs |
Trend |
Count |
Agent / Supervisor |
Bar chart showing offered vs handled interactions per hour for the agent. |
|
Team KPIs |
||||||
|
M-032 |
Agent Performance (Team) |
Team KPIs |
Composite |
Table |
Supervisor |
Real-time status of each agent in a team: Ready/Not Ready, Answered, Abandoned, Service Level %, Avg Response Time, Status. |
|
Historical Trends |
||||||
|
M-033 |
Interactions Over Time |
Historical Trends |
Trend |
Count |
Supervisor |
Time-series count of interactions by hour/day, filterable by channel or queue. |
|
M-034 |
Service Level Trend |
Historical Trends |
Trend |
% |
Supervisor |
Historical line/area chart of SLA % vs configured threshold over time. |
|
M-035 |
Abandonment Trend |
Historical Trends |
Trend |
Count |
Supervisor |
Historical view of abandoned vs handled interactions over time. |
|
M-036 |
Channel Mix |
Historical Trends |
Distribution |
% |
Supervisor |
Pie/donut or bar chart showing share of interactions by channel category. |
|
M-037 |
Queue Mix |
Historical Trends |
Distribution |
Count |
Supervisor |
Visual breakdown of interaction volume per queue or skill. |
2. Metric Detail Sheets
One sheet per metric covering formula, data source, refresh cadence, dimensions, comparison modes, visualizations, and personas.
M-001 Service Level (SLA) % — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-001 |
|
Metric Name |
Service Level (SLA) % |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
(Answered within threshold ÷ Total Offered) × 100 |
|
Data Source |
Historical DB (reporting interval 5 min, configurable) |
|
Refresh Cadence |
Every 5 minutes (configurable) |
|
Dimensions |
Queue, Time Period |
|
Comparison Modes |
vs. SLA Target, vs. Prior Period |
|
Default Time Granularity |
Real-Time (5 min lag) |
|
Target / Benchmark |
Target: e.g. ≥ 80% |
|
Compatible Visualizations |
KPI Card, Gauge, Line Chart |
|
Eligible Personas |
Agents (own queues), Supervisors (all supervised queues) |
|
Notes / Caveats |
Updated after historical reporting interval — not instantaneous. |
M-002 Average Waiting Time — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-002 |
|
Metric Name |
Average Waiting Time |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Sum(Wait Time) ÷ Total Queued Requests |
|
Data Source |
Real-time queue engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Queue, Channel |
|
Comparison Modes |
vs. Prior Period, vs. SLA Threshold |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Alert if > X seconds |
|
Compatible Visualizations |
KPI Card, Gauge |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-003 Average Handling Time — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-003 |
|
Metric Name |
Average Handling Time |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Sum(Handle Time) ÷ Total Closed Tasks |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Every 5 minutes |
|
Dimensions |
Queue, Agent, Channel |
|
Comparison Modes |
vs. Target, vs. Prior Period |
|
Default Time Granularity |
Real-Time (5 min lag) |
|
Target / Benchmark |
Benchmark per channel type |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
Regardless of disposition type. |
M-004 Queue Summary Stats — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-004 |
|
Metric Name |
Queue Summary Stats |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Composite of multiple sub-metrics per queue |
|
Data Source |
Real-time queue engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Queue |
|
Comparison Modes |
N/A |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Data Table |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Includes: busy, ready, not-ready agents; total queued; oldest queue time. |
M-005 Abandon Rate — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-005 |
|
Metric Name |
Abandon Rate |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
(Abandoned ÷ Total Offered) × 100 |
|
Data Source |
Historical DB / Real-time engine |
|
Refresh Cadence |
Every 5 minutes |
|
Dimensions |
Queue, Time Period |
|
Comparison Modes |
vs. Target, vs. Prior Period |
|
Default Time Granularity |
Real-Time (5 min lag) |
|
Target / Benchmark |
Alert if > X% |
|
Compatible Visualizations |
KPI Card, Gauge |
|
Eligible Personas |
Agents (own queues), Supervisors |
|
Notes / Caveats |
— |
M-006 Total Queued — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-006 |
|
Metric Name |
Total Queued |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Count of requests currently in queue |
|
Data Source |
Real-time queue engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Queue |
|
Comparison Modes |
vs. Capacity Threshold |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Alert if > X contacts |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Current in-flight count only. |
M-007 Answered — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-007 |
|
Metric Name |
Answered |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Count of answered requests |
|
Data Source |
Real-time / Historical DB |
|
Refresh Cadence |
Real-time + Historical |
|
Dimensions |
Queue, Agent, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-008 Abandoned — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-008 |
|
Metric Name |
Abandoned |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Count of abandoned requests |
|
Data Source |
Real-time / Historical DB |
|
Refresh Cadence |
Real-time + Historical |
|
Dimensions |
Queue, Channel |
|
Comparison Modes |
vs. Prior Period, vs. Target |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Alert if > X |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
— |
M-009 Oldest in Queue — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-009 |
|
Metric Name |
Oldest in Queue |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Max(Current Wait Times across all contacts in queue) |
|
Data Source |
Real-time queue engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Queue |
|
Comparison Modes |
vs. SLA Threshold |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Alert if > X seconds |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
— |
M-010 Max Wait Time — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-010 |
|
Metric Name |
Max Wait Time |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Same as Oldest in Queue (M-009) |
|
Data Source |
Real-time queue engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Queue |
|
Comparison Modes |
vs. SLA Threshold |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Alert if > X seconds |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Alias of M-009; may be surfaced separately in UI. |
M-011 Queue Performance Table — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-011 |
|
Metric Name |
Queue Performance Table |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Composite table of per-queue stats |
|
Data Source |
Real-time queue engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Queue |
|
Comparison Modes |
N/A |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Data Table |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Mirrors Queue Summary Stats with performance focus. |
M-012 Queue Performance Trends — Queue & Load Monitoring
|
Field |
Details |
|---|---|
|
Metric ID |
M-012 |
|
Metric Name |
Queue Performance Trends |
|
Category |
Queue & Load Monitoring |
|
Formula / Calculation |
Time-series: count of offered / handled / abandoned |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly |
|
Dimensions |
Queue, Channel, Time |
|
Comparison Modes |
vs. Prior Day / Prior Week |
|
Default Time Granularity |
Hourly (last 24 hrs) |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Line Chart, Area Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Currently last 24 hours — period TBD. |
M-013 Agent Category States — Channel Category Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-013 |
|
Metric Name |
Agent Category States |
|
Category |
Channel Category Stats |
|
Formula / Calculation |
Count of agents per state per channel category |
|
Data Source |
Real-time agent state engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Channel Category, Team |
|
Comparison Modes |
N/A |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Stacked Bar, Distribution Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
States: Busy, Active, Ready, Not Ready. |
M-014 Channel Category Distribution — Channel Category Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-014 |
|
Metric Name |
Channel Category Distribution |
|
Category |
Channel Category Stats |
|
Formula / Calculation |
Count of interactions per channel category |
|
Data Source |
Real-time / Historical DB |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Channel Category |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Pie/Donut, Bar Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
— |
M-015 Active with Bots — Bot Activity Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-015 |
|
Metric Name |
Active with Bots |
|
Category |
Bot Activity Stats |
|
Formula / Calculation |
Count of active bot conversations |
|
Data Source |
Bot engine / API |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Bot, Channel |
|
Comparison Modes |
N/A |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors, Admins |
|
Notes / Caveats |
— |
M-016 Assigned Conversations (Bot) — Bot Activity Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-016 |
|
Metric Name |
Assigned Conversations (Bot) |
|
Category |
Bot Activity Stats |
|
Formula / Calculation |
Count of conversations assigned to bot |
|
Data Source |
Bot engine / API |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Bot, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors, Admins |
|
Notes / Caveats |
— |
M-017 Completed Conversations (Bot) — Bot Activity Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-017 |
|
Metric Name |
Completed Conversations (Bot) |
|
Category |
Bot Activity Stats |
|
Formula / Calculation |
Count of conversations fully resolved by bot |
|
Data Source |
Bot engine / API |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Bot, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors, Admins |
|
Notes / Caveats |
Excludes escalated conversations. |
M-018 Escalated to Agent — Bot Activity Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-018 |
|
Metric Name |
Escalated to Agent |
|
Category |
Bot Activity Stats |
|
Formula / Calculation |
Count of bot→agent handoffs |
|
Data Source |
Bot engine / API |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Bot, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Alert if escalation rate > X% |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors, Admins |
|
Notes / Caveats |
— |
M-019 Bot Avg Response Time — Bot Activity Stats
|
Field |
Details |
|---|---|
|
Metric ID |
M-019 |
|
Metric Name |
Bot Avg Response Time |
|
Category |
Bot Activity Stats |
|
Formula / Calculation |
Sum(Bot Response Times) ÷ Total Bot Conversations |
|
Data Source |
Bot engine / API |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Bot, Channel |
|
Comparison Modes |
vs. Target |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
Benchmark per channel |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Supervisors, Admins |
|
Notes / Caveats |
— |
M-020 Total Handle Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-020 |
|
Metric Name |
Total Handle Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum of handle time across all conversations |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Queue, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-021 Total Hold Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-021 |
|
Metric Name |
Total Hold Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum of hold durations across all conversations |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Queue |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
Alert if > X minutes |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-022 Talk Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-022 |
|
Metric Name |
Talk Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum of active talk/chat durations |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-023 Ready Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-023 |
|
Metric Name |
Ready Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum of time in Ready state |
|
Data Source |
Agent state engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent |
|
Comparison Modes |
vs. Target |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-024 Not Ready Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-024 |
|
Metric Name |
Not Ready Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum of time in Not Ready state |
|
Data Source |
Agent state engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Reason Code |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
Alert if > X minutes |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-025 Answered Conversations — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-025 |
|
Metric Name |
Answered Conversations |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Count of conversations answered |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Queue, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-026 Consult Conversations — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-026 |
|
Metric Name |
Consult Conversations |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Count of consult conversations |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-027 RONA Conversations — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-027 |
|
Metric Name |
RONA Conversations |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Count of RONA events |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Queue |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
Alert if RONA > X |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
RONA = Redirect on No Answer. |
M-028 Occupancy % — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-028 |
|
Metric Name |
Occupancy % |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
(Handle Time ÷ Logged-in Time) × 100 |
|
Data Source |
Agent activity engine |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent |
|
Comparison Modes |
vs. Target |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
Target: 75–85% |
|
Compatible Visualizations |
KPI Card, Gauge |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-029 Average Handle Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-029 |
|
Metric Name |
Average Handle Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum(Handle Time) ÷ Total Answered Conversations |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Queue, Channel |
|
Comparison Modes |
vs. Target, vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
Benchmark per channel |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-030 Average Wrap-up Time — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-030 |
|
Metric Name |
Average Wrap-up Time |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Sum(Wrap-up Time) ÷ Total Answered Conversations |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Per shift / daily |
|
Dimensions |
Agent, Queue |
|
Comparison Modes |
vs. Target |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
Benchmark per channel |
|
Compatible Visualizations |
KPI Card |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-031 Agent Hourly Summary — Agent Performance & KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-031 |
|
Metric Name |
Agent Hourly Summary |
|
Category |
Agent Performance & KPIs |
|
Formula / Calculation |
Count of offered vs handled per hour |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly |
|
Dimensions |
Agent, Hour |
|
Comparison Modes |
vs. Prior Day |
|
Default Time Granularity |
Hourly |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Bar Chart (Grouped) |
|
Eligible Personas |
Agents, Supervisors |
|
Notes / Caveats |
— |
M-032 Agent Performance (Team) — Team KPIs
|
Field |
Details |
|---|---|
|
Metric ID |
M-032 |
|
Metric Name |
Agent Performance (Team) |
|
Category |
Team KPIs |
|
Formula / Calculation |
Composite real-time agent status per team |
|
Data Source |
Real-time agent state engine |
|
Refresh Cadence |
Real-time |
|
Dimensions |
Team, Agent |
|
Comparison Modes |
N/A |
|
Default Time Granularity |
Real-time |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Data Table |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Fields: Ready/Not Ready, Answered, Abandoned, SL%, Avg Response Time, Status. |
M-033 Interactions Over Time — Historical Trends
|
Field |
Details |
|---|---|
|
Metric ID |
M-033 |
|
Metric Name |
Interactions Over Time |
|
Category |
Historical Trends |
|
Formula / Calculation |
Count of interactions per hour/day |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly / Daily |
|
Dimensions |
Channel, Queue, Time |
|
Comparison Modes |
vs. Prior Day/Week |
|
Default Time Granularity |
Hourly or Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Line Chart, Area Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Upcoming feature. |
M-034 Service Level Trend — Historical Trends
|
Field |
Details |
|---|---|
|
Metric ID |
M-034 |
|
Metric Name |
Service Level Trend |
|
Category |
Historical Trends |
|
Formula / Calculation |
SLA % over time vs threshold |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly / Daily |
|
Dimensions |
Queue, Time |
|
Comparison Modes |
vs. SLA Target |
|
Default Time Granularity |
Hourly or Daily |
|
Target / Benchmark |
SLA Target line overlay |
|
Compatible Visualizations |
Line Chart, Area Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Upcoming feature. |
M-035 Abandonment Trend — Historical Trends
|
Field |
Details |
|---|---|
|
Metric ID |
M-035 |
|
Metric Name |
Abandonment Trend |
|
Category |
Historical Trends |
|
Formula / Calculation |
Count of abandoned vs handled over time |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly / Daily |
|
Dimensions |
Queue, Channel |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Hourly or Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Line Chart, Area Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Upcoming feature. |
M-036 Channel Mix — Historical Trends
|
Field |
Details |
|---|---|
|
Metric ID |
M-036 |
|
Metric Name |
Channel Mix |
|
Category |
Historical Trends |
|
Formula / Calculation |
(Interactions per channel ÷ Total) × 100 |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly / Daily |
|
Dimensions |
Channel Category |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Pie/Donut, Bar Chart |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Upcoming feature. |
M-037 Queue Mix — Historical Trends
|
Field |
Details |
|---|---|
|
Metric ID |
M-037 |
|
Metric Name |
Queue Mix |
|
Category |
Historical Trends |
|
Formula / Calculation |
Count of interactions per queue/skill |
|
Data Source |
Historical DB |
|
Refresh Cadence |
Hourly / Daily |
|
Dimensions |
Queue, Skill |
|
Comparison Modes |
vs. Prior Period |
|
Default Time Granularity |
Daily |
|
Target / Benchmark |
N/A |
|
Compatible Visualizations |
Bar Chart, Treemap |
|
Eligible Personas |
Supervisors |
|
Notes / Caveats |
Upcoming feature. |
3. Dashboard Widget Mapping
Maps each metric to its intended widget type, filter dimensions, comparison mode, time granularity, and eligible user personas.
|
ID |
Metric Name |
Widget / Chart Type |
Dimensions |
Comparison |
Granularity |
Eligible Personas |
|---|---|---|---|---|---|---|
|
Queue & Load Monitoring |
||||||
|
M-001 |
Service Level (SLA) % |
KPI Card, Gauge, Line Chart |
Queue |
vs. Target / Prior Period |
5-min (Real-time lag) |
Agents, Supervisors |
|
M-002 |
Average Waiting Time |
KPI Card, Gauge |
Queue, Channel |
vs. SLA Threshold |
Real-time |
Agents, Supervisors |
|
M-003 |
Average Handling Time |
KPI Card |
Queue, Agent |
vs. Target |
Real-time (5-min lag) |
Agents, Supervisors |
|
M-004 |
Queue Summary Stats |
Data Table |
Queue |
N/A |
Real-time |
Supervisors |
|
M-005 |
Abandon Rate |
KPI Card, Gauge |
Queue |
vs. Target / Prior Period |
Real-time (5-min lag) |
Agents, Supervisors |
|
M-006 |
Total Queued |
KPI Card |
Queue |
vs. Threshold |
Real-time |
Supervisors |
|
M-007 |
Answered |
KPI Card |
Queue, Agent |
vs. Prior Period |
Real-time |
Agents, Supervisors |
|
M-008 |
Abandoned |
KPI Card |
Queue |
vs. Prior Period |
Real-time |
Supervisors |
|
M-009 |
Oldest in Queue |
KPI Card |
Queue |
vs. Threshold |
Real-time |
Supervisors |
|
M-010 |
Max Wait Time |
KPI Card |
Queue |
vs. Threshold |
Real-time |
Supervisors |
|
M-011 |
Queue Performance Table |
Data Table |
Queue |
N/A |
Real-time |
Supervisors |
|
M-012 |
Queue Performance Trends |
Line Chart, Area Chart |
Queue, Channel |
vs. Prior Day |
Hourly (last 24h) |
Supervisors |
|
Channel Category Stats |
||||||
|
M-013 |
Agent Category States |
Stacked Bar, Distribution |
Channel Category, Team |
N/A |
Real-time |
Supervisors |
|
M-014 |
Channel Category Distribution |
Pie/Donut, Bar Chart |
Channel Category |
vs. Prior Period |
Real-time |
Supervisors |
|
Bot Activity Stats |
||||||
|
M-015 |
Active with Bots |
KPI Card |
Bot, Channel |
N/A |
Real-time |
Supervisors, Admins |
|
M-016 |
Assigned Conversations (Bot) |
KPI Card |
Bot, Channel |
vs. Prior Period |
Real-time |
Supervisors, Admins |
|
M-017 |
Completed Conversations (Bot) |
KPI Card |
Bot, Channel |
vs. Prior Period |
Real-time |
Supervisors, Admins |
|
M-018 |
Escalated to Agent |
KPI Card |
Bot, Channel |
vs. Prior Period |
Real-time |
Supervisors, Admins |
|
M-019 |
Bot Avg Response Time |
KPI Card |
Bot, Channel |
vs. Target |
Real-time |
Supervisors, Admins |
|
Agent Performance & KPIs |
||||||
|
M-020 |
Total Handle Time |
KPI Card |
Agent, Queue |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-021 |
Total Hold Time |
KPI Card |
Agent, Queue |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-022 |
Talk Time |
KPI Card |
Agent, Channel |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-023 |
Ready Time |
KPI Card |
Agent |
vs. Target |
Daily |
Agents, Supervisors |
|
M-024 |
Not Ready Time |
KPI Card |
Agent, Reason Code |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-025 |
Answered Conversations |
KPI Card |
Agent, Queue |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-026 |
Consult Conversations |
KPI Card |
Agent |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-027 |
RONA Conversations |
KPI Card |
Agent, Queue |
vs. Prior Period |
Daily |
Agents, Supervisors |
|
M-028 |
Occupancy % |
KPI Card, Gauge |
Agent |
vs. Target |
Daily |
Agents, Supervisors |
|
M-029 |
Average Handle Time |
KPI Card |
Agent, Queue, Channel |
vs. Target / Prior Period |
Daily |
Agents, Supervisors |
|
M-030 |
Average Wrap-up Time |
KPI Card |
Agent, Queue |
vs. Target |
Daily |
Agents, Supervisors |
|
M-031 |
Agent Hourly Summary |
Grouped Bar Chart |
Agent, Hour |
vs. Prior Day |
Hourly |
Agents, Supervisors |
|
Team KPIs |
||||||
|
M-032 |
Agent Performance (Team) |
Data Table |
Team, Agent |
N/A |
Real-time |
Supervisors |
|
Historical Trends |
||||||
|
M-033 |
Interactions Over Time |
Line Chart, Area Chart |
Channel, Queue |
vs. Prior Day/Week |
Hourly / Daily |
Supervisors |
|
M-034 |
Service Level Trend |
Line Chart, Area Chart |
Queue |
vs. SLA Target |
Hourly / Daily |
Supervisors |
|
M-035 |
Abandonment Trend |
Line Chart, Area Chart |
Queue, Channel |
vs. Prior Period |
Hourly / Daily |
Supervisors |
|
M-036 |
Channel Mix |
Pie/Donut, Bar Chart |
Channel Category |
vs. Prior Period |
Daily |
Supervisors |
|
M-037 |
Queue Mix |
Bar Chart, Treemap |
Queue, Skill |
vs. Prior Period |
Daily |
Supervisors |
4. Metric Governance
|
Area |
Details |
|---|---|
|
Naming Convention |
PascalCase metric names. Category prefix used in IDs (M-001 to M-037). |
|
Permission Model |
Access per metric governed by eligible persona: Agent (own data only) vs Supervisor (team/all queues). |
|
Approval Process |
New metrics require sign-off from domain owner and data/engineering team before publishing to Widget Library. |
|
Deprecation Policy |
Deprecated metrics flagged 30 days in advance. Existing widgets show deprecation warning. Grafana panels remain available during transition. |
|
Threshold Alerts |
Configurable per widget using operators: >, <, >=, <=, !=. Threshold breach changes metric color. |
|
Filters Scope |
Filters available both per-widget and globally at dashboard level. Global filters apply to all compatible widgets. |
|
Review Cadence |
Quarterly review of all metrics for relevance, accuracy, ownership, and alignment with Grafana parity. |
5. Revision History
|
Version |
Date |
Changes |
Author |
|---|---|---|---|
|
1.0 |
March 2026 |
Initial registry compiled from Customizable Dashboards PRD (37 metrics across 6 categories) |
PM Team |
|
|
|
|
|