Within MaestroQA on the Integrations Page you can manually upload Non-Ticket Metrics which can be used in your Performance Dashboards! Non-Ticket metrics are loaded in with daily values (common example: Hours Worked). Follow the steps in this help article to start manually creating metrics & their values.
Note - Ticket metrics (common example: Handle Time) follow a different format.
Step 1: Creating a CSV
Create a CSV file with the following (Required) column headers,
Column Name | Description |
"agent_id" or "agent_email" | The Agent ID or Agent Email for the value of the metric |
metric_name | The name of the metric you are uploading |
metric_value | The value of the metric you are uploading. |
date | "YYYY-MM-DD" or "YYYY/MM/DD" formatted date string |
Example,
The unique key for the file upload is agent_id <> metric_name <> date. If you include multiple records in the file with same combination of these attributes, the load will fail.
Step 2: Uploading the CSV
When you have your CSV file ready, go into MaestroQA and...
Click on your name in the top right
Click on Integrations from the dropdown
Scroll down to the Manual Upload section
Click on Upload Agent Metrics
Click on Upload Metrics and select your CSV file
When you have selected your CSV File, you'll see how many Metric Rows will be uploaded based on the content of the file and if correct, click Upload Metrics (X Rows).
When done, you'll see a pop-up letting you know its successfully updated the metric rows.
Step 3: Setting up the Metrics
From that point within a few hours one of the following two outcomes will occur,
If the metric_name you've used in your CSV File matches an existing imported metric in MaestroQA, you will be able to see the new data populated on a Performance Dashboard.
If the metric_name you've used in your CSV File does not match an existing metric in MaestroQA, you will see a new Category created with the newly created metric inside of it on the Metric Presets Page of the Performance Page like so,
By default, this new metric(s) will be a raw count displayed as a Number for the value you entered.
You can change this to a time-value by changing the Display As dropdown or create a new Meta-Metric to use this in conjunction with other metrics.
F&Q
Can I upload multiple metrics at once?
Yes, you can use unique Metric Names in the metric_name column to upload various values for different metrics in the same CSV file.