Statistic fields

Overview

In VCC Live, Statistic Fields are a specialized configuration applied to standard project script fields. By designating a field as a Statistic Field, you elevate it beyond a simple data container, allowing it to interact directly with the system’s analytics, filtering, and reporting features.

Key Benefits

• Custom KPI Tracking: These fields are instrumental in building Custom KPIs and calculating user-based statistics. They aggregate the exact outcomes your business cares about.
• Agent Performance Tracking: At the end of a call (during disposition/afterwork), agents capture essential metrics that are immediately validated and saved for management reviews.

How it Works

When an agent handles a call, fields on the script are populated manually or automatically. If a field like “Sold Items” is set as a Statistic Field, the value calculated by the agent is stored and indexed as an aggregatable metric for that specific call.

Note: If a validation error occurs (e.g., the field format is improper or a required value is missing), the agent will be unable to terminate the call until the data is corrected successfully.

To mark a field as a statistic field, navigate to your project and select Database -> Fields, and after selecting the relevant field, check Statistics field. You can select up to 50 fields as statistics fields in a project.

After creating a statistics field, it will appear as a selectable field in the column presets of your User-based statistics and Dashboard, and you can also work with it in the Custom KPI editor. If the label of the statistics field is the same across multiple projects, then the values will be displayed in the same KPI in the User-based statistics and on the Dashboard.

Practical Examples

Example 1: Tracking the Number of Items Sold

Scenario: Running an outbound telemarketing campaign where agents can sell multiple quantities of a package per call.
Implementation:

1. A custom project field named solditem (sold items count) is created and set as a Statistic Field.
2. During the call, the agent successfully sells 3 units and enters “3” into this field.
3. Upon call termination, the system records this statistic.

Example 2: Tracking Revenue from Campaigns

Scenario: When you are running a telesales or a debt collection campaign, you are interested in the total financial value that your agents have managed to sell or collect
Implementation:

1. Using the field created in Example 1, you can multiply solditem with a given value stored in your project in a field called ‘sellprice’, e.g., ‘100.’ Create a field for revenue as well, called ‘revenue’.
2. During the call, the agent successfully sells 3 units and enters “3” into solditem.
3. On the agent script, ‘revenue’ is automatically populated by ‘sellprice’‘solditem’ (3100 = 300)
4. Upon call termination, the system records this statistic.