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Key Performance Indicators in Customer Watchlist Dashboard
Learn the calculations of key metrics shown in Customer Watchlist dashboard.
| METRIC | CALCULATION |
|---|---|
| Total Customers | Count of customers based on selected interactions and sentiment sliders. |
| Customer Type | Category to which the customer belongs. The possible values are account, contact, or lead. |
| Last Engagement Date | Date of the most recent interaction with the customer. |
| Last Engagement Channel | Channel used in the most recent interaction with the customer. |
| Last Sentiment | Last sentiment recorded by the customer for the given time period. |
| Overall Sentiment | Sentiment that occurred most frequently during the given time period. |
| Total Interactions | Count of all interactions associated with a specific customer ID. |
| Total Channels | Count of unique channels in which the customer has engaged during the specified time period. |
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