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C360 Semantic Model Metrics, DMOs, and Calculated Fields
The C360 Semantic Model includes the following metrics, data model objects (DMO), and calculated fields.
Required Editions
| Available in: All Editions supported by Data 360. See Data 360 edition availability. |
Metrics in the C360 Semantic Model
| CLOUD | METRIC | DESCRIPTION |
|---|---|---|
| Sales | Bookings | The total number of all Closed Won Opportunities. |
| Sales | Lead to Oppty Ratio | The ratio of Leads that become Opportunities. |
| Sales | Average Deal Size | The total amount of all Closed Won Opportunities divided by the total number of Closed Won Opportunities. |
| Sales | Open Pipeline | The total number of opportunities that are considered pipeline (Forecast category is Pipeline, Best Case, Most Likely, Commit) and hasn't closed yet. |
| Sales | Average Deal Length | The sum of Close Date minus Created Date for all Closed Won Opportunities divided by the total number of Closed Won Opportunities. |
| Sales | Lead to Close Ratio | The ratio of Leads to Closed Won Opportunities. |
| Sales | Win Rate | The percentage of Closed Won Opportunities to Closed Opportunities (including both won and lost). |
| Sales | Opportunities Created | The total number of Opportunities created. |
| Service | Escalated Cases | The total number of cases escalated. |
| Service | Escalation Rate | The percentage of service cases that were escalated to a higher level of support. This value is calculated by dividing the number of escalated cases by the total number of cases. |
| Service | Avg Time to 1st Close | The amount of time between when the case was created and first closed. This total excludes cases that are immediately closed upon opening. |
| Service | Avg Time to Close | The amount of time between when the case was created and when it was last closed. Includes when cases are reopened, and excludes cases that are immediately closed upon opening. |
| Service | Total Cases | The total number of cases created. |
| Service | Total Cases Closed | The total number of cases closed. |
| Service | Percent of First Contact Resolution | The percentage of cases that were closed with only one response, such as one email. |
| Service | Open Cases | The total number of open cases. |
| Service | Accepted Work Items | Number of work items that were assigned to support representatives and were accepted. Items were answered within a specified timeframe, such as twenty seconds, excluding bots. |
| Service | Total Engagements | Total number of engagements, with or without knowledge articles. |
| Service | Avg. Handle Time (Minutes) | Average number of minutes a support reprepresentative spends on a work item until the item is marked Closed or until the browser tab is closed, whichever comes first. |
| Service | Total Article Views | Total number of views of knowledge articles. |
| Service | Speed to Answer (Minutes) | Average number of minutes that customers wait for a response from a representative. |
| Service | Declined Work Items | Number of work items that were assigned to support representatives but weren't accepted. |
| Service | Total Unique Viewers | Total number of unique users that engaged with knowledge articles. |
| Service | Engaged Articles | Total number of knowledge articles that have been viewed. |
| Marketing | Email Unsubscribes | The total number of unsubscribes associated with an email. |
| Marketing | Email Bounces | The total number of hard and soft bounces associated with an email. |
| Marketing | Email Sends | The total number of emails sent. |
| Marketing | Email Opens | The total number of times an email was opened. |
| Marketing | Email Click Rate | The percentage of sent emails that result in a click. |
| Marketing | Email Click-through Rate | The percentage of opened emails that result in a click. |
| Marketing | Email Deliveries | The total number of successfully delivered emails. |
| Marketing | Email Clicks | The total number of times a link was clicked in an email. |
| Marketing | Email Bounce Rate | The percentage of sent emails that result in a bounce. |
| Marketing | Email Delivery Rate | The percentage of sent emails that result in a successful delivery. |
| Marketing | Email Open Rate | The percentage of sent emails that result in an open. |
| Marketing | Email Opt-Out Rate | The percentage of sent emails that result in an unsubscribe. |
| Marketing | Page Views | The total number of Page views. |
| Marketing | Page Clicks | The total number of Page clicks. |
| Marketing | Page Click Rate | The total number of Page Clicks divided by the total number of Page views. |
| Marketing | Form Submissions | The total number of times the form was successfully submitted. |
| Marketing | Form Submission Rate | The percentage of the views that led to a form submission. |
| Commerce | Gross Sales | The total number of all sales transactions. |
| Commerce | Average Order Value | The average value of orders placed by customers. |
| Commerce | Total Orders | The total number of orders. |
| Commerce | Email Open Rate | The percentage of sent emails that result in an open. |
DMOs in the C360 Semantic Model
| CLOUD | Data Model Object | DESCRIPTION |
|---|---|---|
| Cross Cloud | Account | Data for how a parties want to interact with your company. |
| Cross Cloud | Account Contact | Data about individuals who have roles specific to accounts. |
| Cross Cloud | Individual | Data about contacts, customers, or other people interested in your company's products or services. |
| Cross Cloud | User Group | Data for grouping system users with common characteristics to simplify the granting of privileges and access to resources. |
| Cross Cloud | User | Data of accounts, persons, or machines that can log in and use the deployed software system. |
| Cross Cloud | Contact Point Phone | Phone numbers of the contacts. |
| Cross Cloud | Contact Point Email | Email addresses of the contacts. |
| Cross Cloud | Contact Point Address | Mailing addresses of the contacts. |
| Cross Cloud | Product | Items intended for sale, such as goods, services, bundles, or made-to-order products. |
| Sales | Opportunity | Data about deals or sales that are in progress. |
| Sales | Lead | Data about people or companies that show interest in another company's products or services. |
| Sales | Opportunity Product | Data for a specific product or service being purchased and delivered to the client or prospect. |
| Service | Case | Support cases based on recorded issues, such as a laptop connectivity problem. |
| Service | Case Update | Historical information about changes made to associated cases. |
| Service | Operating Hours | Availability of businesses or business functions. |
| Service | EmailMessage | Data for email messages, which can be in SMS or HTML format, and attachments sent or received over the network. |
| Service | Agent Work | Work items for tracking and routing work to customer service representatives. |
| Service | Knowledge Article | Knowledge base articles containing helpful information. |
| Service | Knowledge Article Category | (Knowledge Management) Mappings between knowledge articles and organizational categories. |
| Service | Knowledge Article Engagement | (Knowledge Article Engagement) (Knowledge Management) Tracking user engagement with knowledge articles via views, clicks, etc. |
| Service | Knowledge Article Version | (Knowledge Management) Version history and control of knowledge articles. |
| Service | Cateogry | Categories used to organize knowledge articles. |
| Service | Linked Knowledge Article | Total numbers of knowledge articles attached to objects. |
| Service | Task | Business to-do activities, such as making a phone call, collectively referred to as Task. |
| Service | Calendar Event | Calendar events for meetings that have happened or will happen on a specific date. For multi-attendee events, one instance exists for each attendee, and all instances are related to a parent instance attended by the organizer. |
| Marketing | Market Segment | Data for the grouping of people who share one or more common characteristics for marketing purposes. |
| Marketing | Campaign | Data for an outbound marketing project that you want to plan, manage, and track. Examples include a direct mail program, seminar, print advertisement, email, or other type of marketing initiative. |
| Marketing | Campaign Member | Data about the relationship between a campaign and a person or a business account. A Person in Data Cloud is represented as an Individual. |
| Marketing | Flow | Details about a flow business process. |
| Marketing | Flow Element | Details about a single element within a flow version. |
| Marketing | Flow Version | Details about a version of a flow. |
| Marketing | Bulk Email Message | Data for a process that sends email messages to a set of recipients. |
| Marketing | Email Engagement | Data captured from various sources about engagement in the email channel. |
| Marketing | Digital Content | Information created in electronic media that can be shared across multiple channels. |
| Marketing | Bulk Message | Data for a process that sends SMS or OTT messages to a set of recipients. |
| Marketing | Engagement Channel Type | Data for the channels supported by individual preferences. For example, individuals can set consent preferences for SMS but not for a phone call. |
| Marketing | Message Engagement | Data about user engagement with a marketing message. |
| Marketing | Website Engagement | Data associated with website engagement, such as views or clicks. |
| Marketing | Website Publication | Data for a process that creates a landing page or a web form, enabling links in emails and SMS messages that publicizes it. |
| Commerce | Goods Product | Data for specific products, such as a carton of milk or a set of towels. |
| Commerce | Sales Order | Data for current and pending sales orders. |
| Commerce | Sales Order Product | Data for products or services being sold to customers as part of sales orders. |
Calculated Fields in the C360 Semantic Model
| CLOUD | Calculated Field | DESCRIPTION |
|---|---|---|
| Sales | Bookings | The total amount of bookings. |
| Sales | Closed Won Opportunities | The total number of all Closed Won Opportunites. |
| Sales | Total Number of Leads | The total number of Leads. |
| Sales | Lead Converted to Opportunity | The total number of Leads converted to Opportunities. |
| Sales | Opportuities Created | The total number of Opportunites created. |
| Sales | Lead to Opportunity Ratio | The ratio of Leads that become Opportunities. |
| Sales | Win Rate | The percentage of Closed Won Opportunities to Closed Opportunities (including both won and lost). |
| Sales | Open Pipeline | The total amount of Opportunities that are considered Pipeline and haven't closed yet. Pipeline includes a Forecast category of Pipeline, Best Case, Most Likely, Commit. |
| Sales | Lead to Close Ratio | The ratio of Leads that become Opportunities. |
| Sales | Average Deal Size | The total amount of all Closed Won Opportunities divided by the total number of Closed Won Opportunities. |
| Sales | Average Deal Length | The sum of Close Date minus Created Date for all Closed Won Opportunities divided by the total number of Closed Won Opportunities. |
| Sales | Opportunities Created | The total number of opportunites created. |
| Sales | Leads Converted to Opportunities | The total number of leads that converted to Opporunties. |
| Sales | Closed Won Opportunities | The total number of Closed Won Opportunities. |
| Service | Business Hours Time to Close | The time to final closure. Calculates the total business time (in seconds) from case creation to final closure, adjusted for operating hours and weekday handling logic. |
| Service | Monday Handling Duration | The total available handling time (in seconds) on Mondays based on defined business operating hours. |
| Service | Wednesday Handling Duration | The total available handling time (in seconds) on Wednesdays based on defined business operating hours. |
| Service | First Close Date | The earliest date the case status changed to "Closed." |
| Service | Sunday Handling Duration | The total available handling time (in seconds) on Sundays based on defined business operating hours. |
| Service | Friday Handling Duration | The total available handling time (in seconds) on Friday based on defined business operating hours. |
| Service | Business Hours Time to First Close | The business time (in seconds) taken from case creation to the first closure attempt, considering working hours and weekday durations. |
| Service | Thursday Handling Duration | The total available handling time (in seconds) on Thursday based on defined business operating hours. |
| Service | Saturday Handling Duration | The total available handling time (in seconds) on Saturday based on defined business operating hours. |
| Service | Tuesday Handling Duration | The total available handling time (in seconds) on Tuesday based on defined business operating hours. |
| Service | Escalated Cases | The total number of cases escalated. |
| Service | Escalation Rate | The percentage of service cases that were escalated to a higher level of support. Calculated by dividing the number of escalated cases by the total number of cases. |
| Service | Total Cases Closed | The total number of cases closed. |
| Service | Percentage of First Contact Resolution | The percentage of cases that were closed with only one response, such as one email. |
| Service | Average Time to First Close | The amount of time between when the case was created and when it was closed for the first time. This total excludes cases that are immediately closed upon opening. |
| Service | FCR Flag | Flag cases which are closed with just one email. |
| Service | Total Cases | The total number of cases created. |
| Service | Avg Time to Close | The amount of time between when the case was created and when it was last closed. Includes when cases are reopened, and excludes cases that are immediately closed upon opening, in hours. |
| Service | Accepted Work Items | Number of offered work items that a support rep accepted within a specified timeframe, excluding bots. |
| Service | Total Work Items | Total number of work items for support reps, excluding bots, across all objects and channels. |
| Service | Unique Users | Total unique users that engaged with knowledge articles. |
| Service | Total Article Views | Total number of views of knowledge articles. |
| Service | Speed To Answer (Minutes) | Average time a customer waits for a response from a representative, in minutes. |
| Service | Declined Work Items | Number of work items that were assigned to support reps but not accepted. |
| Service | Service Level (%) | Percent of work items completed within the service level agreement (SLA). |
| Service | Engaged Articles | Total number of knowledge articles that have been viewed. |
| Service | Total Engagements | Total number of engagements, including with and without articles. |
| Service | Avg. Handle Time (Minutes) | The average number of minutes a support rep spends on a work item until it's closed, or until they close the browser tab, whichever comes first. |
| Marketing | Email Unsubscribes | The total number of unsubscribes related to an email. |
| Marketing | Email Sends | The total number of sent emails. |
| Marketing | Email Bounces | The total number of hard and soft bounces related to an email. |
| Marketing | Email Bounce Rate | The percentage of sent emails that result in a bounce. |
| Marketing | Unique Email Opens | The total number of unique email opens. |
| Marketing | Email Opens | The total number of times an email was opened. |
| Marketing | Email Click Rate | The percentage of sent emails that result in a click. |
| Marketing | Email Deliveries | The total number of successfully delivered emails. |
| Marketing | Unique Email Unsubscribes | The total number of unique email unsubscribes. |
| Marketing | Email Clicks | The total number of times a link was clicked in an email. |
| Marketing | Unique Email Clicks | The total number of unique email clicks. |
| Marketing | Email Delivery Rate | The percentage of sent emails that result in a successful delivery. |
| Marketing | Email Open Rate | The percentage of sent emails that result in an open. |
| Marketing | Email Click-Through Rate | The percentage of opened emails that result in a click. |
| Marketing | Email Opt-Out Rate | The percentage of sent emails that result in an unsubscribe. |
| Commerce | Gross Sales | The total of all sales transactions. |
| Commerce | Average Order Value | The average value of orders placed by customers. |
| Commerce | Total Orders | The total number of orders. |
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