IWD Metrics

Metrics that you can use to build reports based on IWD data.

Related documentation:

• How Reporting works
• Suite-level guide
• All services
• Genesys Customer Experience Insights Release Notes

RSS:

• For private edition

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.

The iWD folder contains numerous metrics that you can use to build intelligent Workload Distribution (iWD)-related reports.

Note the following:

• Unless otherwise noted, metrics that show time display a whole integer representing the number of seconds.
• For detailed information about the different metric types, see About Genesys CX Insights Projects.
• 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.

The following Metrics are available in this folder and are described on this page.

iWD

• % Canceled Autocompleted
• % Completed Overdue
• % Finished
• % Finished Overdue
• Accept Time
• Accept To Complete Time
• Avg Accept Time
• Avg Accept To Complete Time
• Avg Finish Time
• Avg Handle Time
• Avg Pre Source System Time
• Avg Source System Time
• Canceled
• Canceled Agent
• Canceled Autocompleted
• Canceled NON Autocompleted
• Canceled Overdue
• Completed
• Completed Agent
• Completed NON Agent
• Completed Overdue
• Finish Time
• Finished
• Finished Agent
• Finished Overdue
• Finished Without Agent
• Handle Time
• New
• Pending
• Pending Overdue
• Pre Source System Time
• Service Pending
• Service Pending Overdue
• Source System Time

iWD > Age

• There are no metrics in this folder

iWD > Agent

• Accepted
• Avg Handle Time
• Handle Time
• Max Handle Time
• Min Handle Time

iWD > Capture

• There are no metrics in this folder

iWD > Classification

• There are no metrics in this folder

iWD > Email

• % Sent QA Review
• Agent Reply
• Agent Reply QA Review
• Agent Reply without QA Review
• Automated Reply
• Canceled
• Canceled Agent
• Canceled Autocompleted
• Canceled NON Autocompleted
• Completed
• Completed Agent
• Completed NON Agent
• Finished
• New
• Other
• Pending
• Sent
• Sent ACK
• Sent QA Review
• Sent without ACK
• Sent without QA Review
• Service Pending
• Standard Response
• Unsolicited
• Unsolicited QA Review
• Unsolicited without QA Review

iWD > Queue

• There are no metrics in this folder

iWD > Service Objects

• Duration
• Extracted Events Amount

iWD > Time

• There are no metrics in this folder

Folder: iWD

Metric name: % Canceled Autocompleted Introduced: 100.0.076.0000		Folder: iWD
Description: The percentage of automatically canceled tasks, relative to the the total number of tasks that were completed.
Calculation: Calculated as iWD > Canceled Autocompleted / iWD > Finished		Used in: Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: % Completed Overdue Introduced: 100.0.076.0000		Folder: iWD
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Calculation: Calculated as iWD > Completed Overdue / iWD > Completed		Used in: Intraday Process Report
Media type: Data type: Metric type:
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Metric name: % Finished		Folder: iWD
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Calculation: Calculated as iWD > Finished / iWD > New		Used in: Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: % Finished Overdue		Folder: iWD
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Calculation: Calculated as iWD > Finished Overdue / iWD > Finished		Used in: Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Accept Time		Folder: iWD
Description: Total time in seconds that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before being assigned to an agent. Calculated as the difference between the task-assigned and task-creation timestamps, for tasks that were completed during the given time interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Accept To Complete Time Introduced: 100.0.076.0000		Folder: iWD
Description: Total number of seconds between the time when a task was assigned for the first time, and the time when the task was completed. This is calculated as the difference between the task-finished and task-assigned timestamps for finished tasks, during the given time interval. This metric reflects how much time tasks spent in being handled, before they were completed.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Avg Accept Time		Folder: iWD
Description: For completed tasks, the average number of seconds that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the difference between the task-assigned and task-creation timestamps, for tasks that were completed during the given time interval.
Calculation: If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished		Used in: Capture Point Business Value Report Capture Point Task Duration Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Avg Accept To Complete Time Introduced: 100.0.076.0000		Folder: iWD
Description: The average amount of time, in seconds, from a time when a task was assigned for the first time to the time when a task was completed. This is calculated as the (task-finished - task-assigned) timestamp for finished tasks during the given time interval. This measure reflects how long tasks were handled before they were completed.
Calculation: If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished		Used in: Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Avg Finish Time		Folder: iWD
Description: The average number of seconds that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the difference between the task-completed and task-creation timestamps, for tasks that were completed during the given time interval.
Calculation: Calculated as iWD > Finished Time / iWD > Finished.		Used in: Capture Point Business Value Report Capture Point Task Duration Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Avg Handle Time		Folder: iWD
Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Calculation: If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished		Used in: Capture Point Task Duration Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Avg Pre Source System Time		Folder: iWD
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Calculation: Calculated as Pre Source System Time / Finished.		Used in: Capture Point Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Source System Time		Folder: iWD
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated based on the difference between the iWD and source system creation timestamps, for tasks that were completed during the given time interval.
Calculation: Calculated as Source System Time / Finished		Used in: Capture Point Report
Media type: Data type: Metric type:
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Metric name: Canceled Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks of this classification that were canceled during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Canceled Agent Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks of this classification that were finished (completed or canceled) during the reporting interval. Includes only tasks where an agent was involved.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Canceled Autocompleted Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks of this classification that were automatically canceled during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Canceled NON Autocompleted Introduced: 9.0.000.67		Folder: iWD
Description: The total number of canceled tasks in this classification that were not automatically canceled during the reporting period.
Calculation: Calculated as Canceled - Canceled Autocompleted		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Canceled Overdue Introduced: 9.0.000.67		Folder: iWD
Description: The total number of canceled and rejected tasks of this classification that were overdue during the reporting interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Completed Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks of this classification that were completed during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Completed Agent Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks that were completed during the reporting interval and in which one or more agents where involved.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Completed NON Agent Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks of this classification that were completed during the reporting interval for tasks where no agents were involved.
Calculation: Calculated as Completed - Completed Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Completed Overdue Introduced: 9.0.000.67		Folder: iWD
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Calculation:		Used in: Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Finish Time		Folder: iWD
Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Finished		Folder: iWD
Description: The total number of tasks of this classification that were completed during the reporting interval. Calculated as the total of IWD > Completed and IWD > Canceled.
Calculation: Calculated as Completed + Canceled		Used in: Capture Point Business Value Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Process Report Task Age Report
Media type: Data type: Metric type:
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Metric name: Finished Agent Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks of this classification that were finished (completed or canceled) during the reporting interval for tasks where an agent was involved.
Calculation: Calculated as Completed Agent + Canceled Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Finished Overdue		Folder: iWD
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Calculation: Calculated as Completed Overdue + Canceled Overdue		Used in: Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Finished Without Agent Introduced: 9.0.000.67		Folder: iWD
Description: The total number of tasks that were finished during the reporting interval and no agents were involved.
Calculation: Calculated as Finished - Finished Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: iWD
Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: New		Folder: iWD
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Calculation:		Used in: Capture Point Business Value Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Pending		Folder: iWD
Description: The number of tasks that have a status of Queued, Assigned, or Held, at the end of the reporting interval.
Calculation:		Used in: Intraday Process Report Task Age Report
Media type: Data type: Metric type:
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Metric name: Pending Overdue		Folder: iWD
Description: The number of overdue tasks having a status of Queued, Assigned, or Held, at the end of the reporting interval. A task is considered overdue when the SLA due date and time has been missed.
Calculation:		Used in: Intraday Process Report Task Age Report
Media type: Data type: Metric type:
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Metric name: Pre Source System Time		Folder: iWD
Description: Total time spent in a pre-source system by tasks that were then completed during the reporting interval.Calculated as the difference between the time the task was created in the pre-source system, and when it was created in the source system.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Service Pending Introduced: 9.0.000.67		Folder: iWD
Description: This is an auxiliary metric that is used to calculate totals for the Pending metric.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Service Pending Overdue Introduced: 9.0.000.67		Folder: iWD
Description: This is an auxiliary metric that is used to calculate totals for the Pending Overdue metric.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Source System Time		Folder: iWD
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the difference between the iWD and source system creation timestamps, for tasks that were completed during the given time interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Folder: iWD > Age

There are no metrics in this folder.

Folder: iWD > Agent

Metric name: Accepted		Folder: iWD > Agent
Description: The total number of tasks that the agent has handled during the given time interval.
Calculation:		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Avg Handle Time		Folder: iWD > Agent
Description: The average amount of time that the agent spent working on a task.
Calculation: Calculated as iWD > Agent >Handle Time / iWD > Agent >Accepted		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: iWD > Agent
Description: The total amount of time that the agent spent working on a task.
Calculation:		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Max Handle Time		Folder: iWD > Agent
Description: The longest amount of time that the agent spent working on any task.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Min Handle Time		Folder: iWD > Agent
Description: The shortest amount of time that the agent spent working on any task.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Folder: iWD > Capture

There are no metrics in this folder.

Folder: iWD > Classification

There are no metrics in this folder.

Folder: iWD > Email

Metric name: % Sent QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The percentage of sent emails that were send with QA review to customer.
Calculation: Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Agent Reply Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that agents replied to customer.
Calculation:		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Agent Reply QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that agents replied with QA review to customer.
Calculation:		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Agent Reply without QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that agents replied without QA review to customer.
Calculation: Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Automated Reply Introduced: 9.0.019		Folder: iWD > Email
Description: The number of automated replies were sent to the customer.
Calculation:		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Canceled Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of tasks of this classification that were canceled during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Canceled Agent Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of tasks of this classification that were finished (completed or canceled) during the reporting interval. Includes only tasks where an agent was involved.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Canceled Autocompleted Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of tasks of this classification that were automatically canceled during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Canceled NON Autocompleted Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of canceled tasks in this classification that were not automatically canceled during the reporting period.
Calculation: Calculated as Canceled - Canceled Autocompleted		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Completed Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of tasks of this classification that were completed during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Completed Agent Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of tasks that were completed during the reporting interval and in which one or more agents where involved.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Completed NON Agent Introduced: 9.0.000.67		Folder: iWD > Email
Description: The total number of tasks of this classification that were completed during the reporting interval for tasks where no agents were involved.
Calculation: Calculated as Completed - Completed Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Finished		Folder: iWD > Email
Description: The total number of tasks of this classification that were completed during the reporting interval. Calculated as the total of IWD > Completed and IWD > Canceled.
Calculation: Calculated as Completed + Canceled		Used in: Capture Point Business Value Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Process Report Task Age Report
Media type: Data type: Metric type:
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Metric name: New		Folder: iWD > Email
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Calculation:		Used in: Capture Point Business Value Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Other Introduced: 9.0.019		Folder: iWD > Email
Description: Total number of Outbound emails not including Unsolicited, Agent Reply, Automated Reply and Acknowledgements.
Calculation: "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Pending		Folder: iWD > Email
Description: The number of tasks that have a status of Queued, Assigned, or Held, at the end of the reporting interval.
Calculation:		Used in: Intraday Process Report Task Age Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Sent Introduced: 9.0.019		Folder: iWD > Email
Description: The number of outbound emails that were sent to customer.
Calculation: Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent ACK Introduced: 9.0.019		Folder: iWD > Email
Description: The number of acknowledgements that were sent to the customer.
Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of outbound emails that were send with QA review to customer.
Calculation: Sum("CMPL_QA_REVIEW_COUNT")		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent without ACK Introduced: 9.0.019		Folder: iWD > Email
Description: The number of outbound emails without Acknowledgements that were sent to customer.
Calculation: "iWD\Email\Sent" - "iWD\Email\Sent ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Sent without QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of outbound emails that were sent without QA review to customer.
Calculation: "iWD\Email\Sent" - "iWD\Email\Sent QA Review"		Used in: This metric is not used in any reports.
Media type: email Data type: Metric type:
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Metric name: Service Pending Introduced: 9.0.000.67		Folder: iWD > Email
Description: This is an auxiliary metric that is used to calculate totals for the Pending metric.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Standard Response Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of standard responses that were sent to the customer.
Calculation: Sum("CMPL_TASK_COUNT Standard Response")		Used in: This metric is not used in any reports.
Media type: email Data type: Metric type:
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Metric name: Unsolicited Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of unsolicited messages that were sent to customer.
Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Unsolicited QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of unsolicited emails that were sent with without QA review to customer.
Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Unsolicited without QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of unsolicited emails that were sent without QA review to customer.
Calculation: "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Folder: iWD > Queue

There are no metrics in this folder.

Folder: iWD > Service Objects

Metric name: Duration		Folder: iWD > Service Objects
Description: Total amount of time that elapsed during job execution.
Calculation: Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME).		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Extracted Events Amount		Folder: iWD > Service Objects
Description: The total number of loaded events during job or batch run.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Folder: iWD > Time

There are no metrics in this folder.