Configure contact center analytics options

In the Settings tab:

1. Under Service Level, enable the following options:
   • Include flowouts in calculation
   • Include short abandons in calculation
   • Include abandons in calculation
     For more information on how these settings affect service level percentage, see the service level glossary term.
2. Under Data Masking:
   • To mask the phone numbers and email addresses in the Content Search view, Performance Dashboards, Interactions view, Scheduled Callbacks view, and Queues Activity Detail view, enable Mask phone numbers and email addresses in Content Search, Dashboards, Interactions Views, Scheduled Callbacks, and Queue Activity Detail.
   • To blur the agent names in the Queue Activity Detail export and make the agent names appear as “REDACTED” within the Queue Agent Detail export, enable Mask agent names in Queue Activity Detail and Queue Agent Detail. For more information about export data, see Export view data.
   • To mask the phone numbers and email addresses in the My Interactions view, enable Mask phone numbers and email addresses in My Interactions.
     Note: PII is masked by default in the My Interactions view. It is still visible to users in other views or accessible through direct API calls.
3. Set the Time Used to Calculate Disconnect Metrics value in seconds for the Flows Performance Summary view and the Flows Performance Detail view. This setting affects the Customer Short Disconnect column. The Customer Short Disconnect is defined as the number of times customers disconnected in a flow before a short disconnect time. It includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want.

Set the length of each abandon interval displayed in the Abandon Intervals Metrics view.

In the Interval Configuration tab:

1. Click Edit. 
2. Enter a minimum number of seconds for the required columns. 
   The default seconds for each column are:

   Column	Default number of seconds
   A	(Short) 6
   B	6–20
   C	20–40
   D	40–60
   E	60–120
   F	120–240
   G	(everything > F) >240

   Note: Column A determines the short abandon values. Abandoned calls greater than or equal to the lower limit but less than the upper limit of a column’s interval appear in that column. For example, a 39-second call and a 59.5-second call both count in a 39–60 second column, but a 60-second call counts in the 60–131 second column.
3. Click Done.

Administrators and supervisors can view the list of all the custom calculations used across their organization or division and can ensure that the users are using valid formulas. The administrators and supervisors can edit, share, and delete the custom calculations. This page provides details such as custom calculation name, custom calculation formula, formula owner, users/groups having access to the formula, applicable views, created date, and modified date.

To reset the page to the default column settings, click Reset view to defaults.

When applying filters to the view, click Refresh to update the results list.

You can search for the required calculation from the list of custom calculations. To search for a required custom calculation, type the name of the custom calculation in the Search calculations and get the desired results.

You can filter the custom calculations by created date and last modified time stamp.

Filter custom calculations by created date

To filter the custom calculations by the created date, in the Custom Calculations tab, choose any one of the required created dates from the Created drop-down menu:

• All (Default) – Displays all the custom calculations created in the organization.
• Past Month – Filters and displays only the custom calculations created in the last month.
• Past Six Months – Filters and displays only the custom calculations created in the past six months.
• Past year – Filters and displays only the custom calculations created in the past year.

Filter custom calculations by last modified time stamp

To filter the custom calculations by the last modified time stamp, in the Custom Calculations tab, choose any one of the required last modified time stamps from the Last Modified drop-down menu:

• All (Default) – Displays all the custom calculations modified in the organization.
• Past Month – Filters and displays only the custom calculations modified in the last month.
• Past Six Months – Filters and displays only the custom calculations modified in the past six months.
• Past year – Filters and displays only the custom calculations modified in the past year.

Edit custom calculations

To edit a custom calculation, in the Custom Calculations tab, perform the following:

1. On the right side, click the more Icon included icon corresponding to the required custom calculation to edit. 
2. Click Edit. The edit custom calculation window appears.
3. Perform the required changes and click Save.

Share custom calculations

To share a custom calculation, in the Custom Calculations tab, perform the following:

1. On the right side, click the more Icon included icon corresponding to the required custom calculation to be shared. 
2. Click Share. The share custom calculation window appears.
3. From the select drop-down menu, search and select the required users and teams.
4. Click Save.

Delete custom calculations

To delete a custom calculation, in the Custom Calculations tab, perform the following:

1. On the right side, click the more Icon included icon corresponding to the required custom calculation to be deleted. 
2. Click Delete. The delete custom calculation window appears.
3. Click Confirm.