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How to Set Up a Post Call Metric

Step-by-step guide:

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Metric Name

Enter a unique, descriptive metric name (e.g., “Customer Satisfaction”, “Order Status”, “Follow-up Required”).
This helps you quickly identify what data you’re tracking for each call.

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Data Type

Choose from several data types to fit your tracking needs:
  • Text – Free-form summaries or notes from the call.
  • Single Extract – Extract one specific item of information (like the customer’s answer or score).
  • Boolean (Yes/No) – Track simple outcomes: was the order placed? Did the issue get resolved?
  • Timestamp – Store the exact time something happened on the call.
  • Date – Save calendar-based dates, such as appointment dates.
  • Numeric – Store quantities, ratings, codes (for example, feedback scores).
  • Multi Extract – Collect multiple pieces of data from the same call for richer reporting.

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Description

Document what each metric tracks and how it’s calculated.
Clearly explain how the agent should use or interpret this field.

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Example: Custom Post Call Metric

Suppose you want to track how satisfied customers are after a call.

- Metric Name: Customer Satisfaction Score  
- Data Type: Numeric  
- Description: "Extract a rating from 0 to 10 based on how satisfied the customer sounds during the call. If the customer directly provides a rating, use that value. Otherwise, estimate based on conversation sentiment."

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💡Tip

  • Use meaningful metric names so everyone on your team understands what’s being tracked.
  • Pick the most suitable data type to make reporting and analysis easy.
  • Clearly describe each metric for consistent agent use and accurate data.