Queue 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 Info Mart data based on queue-related information.

Queue 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.

The Queue folder contains numerous objects that enable the organization and filtering of Info Mart data based on queue-related information. The 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.

This folder contains the following root folder and subfolders.


Folder: Queue

Introduced: 9.0.007.03

Description: The root folder for queue-related subfolders and their components. Refer to the descriptions of the following subfolders for more information:
  • Q Consults
  • Q Customer
  • Q Customer & Consults
  • Q Predictive Routing
  • Queue User Data Example
Metrics:
Attributes:

Folder: Queue > Q Consults

Introduced: 9.0.007.03

Description: All objects in this folder enable the organization, measurement, and filtering of Info Mart data based on the queue(s) through which consult interactions pass. Counts and duration metrics are attributed to the reporting interval in which interactions entered the queue—even for agent-related metrics.
Metrics:
Attributes:
  • There are no attributes in this folder.

Folder: Queue > Q Customer

Introduced: 9.0.007.03

Description: All objects in this folder enable the organization, metrics, and filtering of Info Mart data based on the queue(s) through which customer interactions pass. Counts and duration metrics are attributed to the reporting interval in which interactions entered the queue—even for agent-related metrics.
Metrics:
Attributes:
  • There are no attributes in this folder.

Folder: Queue > Q Customer & Consults

Introduced: 9.0.007.03

Description: All objects in this folder enable the organization, measurement, and filtering of Info Mart data based on the queue(s) through which both customer and consult interactions pass. Counts and duration metrics are attributed to the reporting interval in which interactions entered the queue—even for agent-related metrics.
Metrics:
Attributes:
  • There are no attributes in this folder.

Folder: Queue > Q Customer & Consults > Abandoned Waiting ST1

Introduced: 9.0.007.03

Description: All objects in this folder enable the measurement of Info Mart data based on the time interval in which interactions are abandoned in the queue.
Metrics:
Attributes:
  • There are no attributes in this folder.

Folder: Queue > Q Customer & Consults > Accepted Agent ST1

Introduced: 9.0.007.03

Description: All objects in this folder enable the measurement of Info Mart data based on the time interval in which agents accept or answer interactions that pass through the queue.
Metrics:
Attributes:
  • There are no attributes in this folder.

Folder: Queue > Queue Predictive Routing

Introduced: 9.0.007.03

Description: All objects in this folder enable the organization, measurement, and filtering of Info Mart data based on the queue(s) through which Genesys Predictive Routing (GPR) interactions pass.
Metrics:
Attributes:

Folder: Queue > Queue User Data Example

Introduced: 9.0.007.03

Description: All objects in this folder enable the organization and filtering of Info Mart data based on user data dimensions.
Metrics:
  • There are no metrics in this folder
Attributes:

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


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

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