Agent folder

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This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.

Objects that you can use to organize and filter data agent-related data.

The Agent folder is organized into a series of subfolders, to make it easier to find the objects you need, as described in the following table. Many folders contain Custom folders, which are not described in this document; custom folders are provided to store any custom objects.

Important
Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

Agent folder and subfolders

Important
Use this document for Genesys CX Insights Multicloud deployments. For information relevant to Genesys CX Insights on-premises deployments, see the corresponding page in the Genesys CX Insights on-premises Projects Reference Guide.

This folder contains the following root folder and subfolders.


Folder: Agent

Introduced: 9.0.007.03

Description: The root Agent folder. Objects in this folder enable the organization and measurement of Info Mart agent data based on high-level characteristics of agent interactions. Other objects in this folder are organized into subfolders.
Metrics:
Attributes:

Folder: Agent > Activity

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on the interaction-related activities that are conducted by active agents at their DNs. Counts and duration metrics are attributed to the reporting interval in which interactions were offered to the agent.
Metrics:
Attributes:

Folder: Agent > Activity > Activity Call Survey

Introduced: 9.0.013

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on the results of call surveys.
Metrics:
  • There are no metrics in this folder
Attributes:

Folder: Agent > Activity > Activity User Data Example

Introduced: 9.0.011

Description: Objects in this folder enable the organization and measurement of Info Mart data based on user data attributes.
Metrics:
  • There are no metrics in this folder
Attributes:

Folder: Agent > Activity > Queue

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of info Mart agent data based on ACD queue, virtual queue, interaction queue, or workbin.
Metrics:
Attributes:

Folder: Agent > Detail

Introduced: 9.0.007.03

Description: This folder comprises several subfolders which contain agent state, interaction-level, and session details as they pertain to agents. The following subclasses and their components are stored in this class. See descriptions of the subfolders for more information.
Metrics:
  • There are no metrics in this folder
Attributes:
  • There are no attributes in this folder.

Folder: Agent > Detail > Ixn State

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on the state of one leg of an interaction that is being processed by an agent. Unlike [[PEC-REP/Library/GCXIPRG/Agent#AgentStateandReasonInteractionState|]], all metrics in this folder reflect detailed data.
Metrics:
Attributes:

Folder: Agent > Detail > Session

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on one agent’s login session.
Metrics:
Attributes:

Folder: Agent > Detail > State

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on an agent’s state.
Metrics:
Attributes:

Folder: Agent > Group Membership

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on Agent membership in groups.
Metrics:
Attributes:

Folder: Agent > State and Reason

Introduced: 9.0.007.03

Description: Objects in this folder describe summarized states of resources and resource sessions. See descriptions of the subfolders for more information.
Metrics:
  • There are no metrics in this folder
Attributes:

Folder: Agent > State and Reason > Interaction State

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization, measurement, and filtering of Info Mart agent data based on the specific interval in which interactions occur at agent DNs. Metrics are attributed to each reporting interval in which agents handle the interactions and durations are clipped at interval boundaries. Objects in this folder reflect data that is aggregated over a reporting interval. Unlike Agent > Detail > Ixn State, all metrics in this folder reflect aggregated data.
Metrics:
Attributes:

Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing

Description: Objects in this folder enable the organization, measurement, and filtering of Info Mart agent data pertaining to Genesys Predictive Routing based on the specific interval in which interactions occur at agent DNs.
Metrics:
Attributes:

Folder: Agent > State and Reason > Summarized State

Introduced: 9.0.007.03

Description: Objects in this folder enable the measurement and filtering of Info Mart agent data that is related to the status of DNs that are associated with active agents. Metrics are attributed to each reporting interval in which agents handle the calls, and durations are clipped at interval boundaries.
Metrics:
Attributes:
  • There are no attributes in this folder.

Reports built primarily from the objects in the Agent folder and subfolders


For more information about Agent reports, see the guide Historical Reporting with Genesys CX Insights.

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