Queue Attributes

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

Attributes that you can use to build queue-related reports.


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 attributes that you can use to build queue-related reports.

Note the following:

  • When creating attributes, any forms you create must have a one-is-to-one mapping relationship. For example, an attribute that represents the name of a customer can have only one phone number form associated with it.
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.

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


Queue

Queue > Q Consults

  • There are no attributes in this folder

Queue > Q Customer

  • There are no attributes in this folder

Queue > Q Customer & Consults

  • There are no attributes in this folder

Queue > Q Customer & Consults > Abandoned Waiting ST1

  • There are no attributes in this folder

Queue > Q Customer & Consults > Accepted Agent ST1

  • There are no attributes in this folder

Queue > Queue Predictive Routing

Queue > Queue User Data Example


Folder: Queue

Attribute name: Business Result

Folder: Queue
Description: Enables data to be organized based on the configured business result. Displayed as Source Business Result in some reports.
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Attribute name: Customer Segment

Folder: Queue
Description: Enables data to be organized based on the configured customer segment. Displays as Source Customer Segment in some reports.
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Attribute name: Interaction Subtype

Folder: Queue
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
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Attribute name: Interaction Type

Folder: Queue
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
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Attribute name: Media Type

Folder: Queue
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code

Table.Column:
Data type: Text

Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type

Table.Column:
Data type: Text

Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
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Attribute name: Queue

Folder: Queue
Description: Enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue, interaction queue, or workbin.
Form(s): Queue Type
Forms in this attribute:
Form: Queue Type

Table.Column: Queue Type
Data type: RESOURCE_Q.RESOURCE_TYPE

Description: Enables data within the reporting interval to be organized by the type of queue, such as ACDQueue, VirtualQueue, InteractionQueue, or InteractionWorkBin.
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Attribute name: Queue Group

Folder: Queue
Description: Enables reporting data within the reporting interval to be organized by the name of the queue group. A queue can belong to more than one queue group.
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Attribute name: Queue Group Combination Key

Folder: Queue
Description: Enables data to be organized by the queue-group related primary key of the RESOURCE_GROUP_COMBINATION dimension. This dimension is reserved for internal computations.
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Attribute name: Queue Group Key

Folder: Queue
Description: Reserved for internal use.
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Attribute name: Queue Key

Folder: Queue
Description: Reserved for internal use.
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Attribute name: Service Subtype

Folder: Queue
Description: Enables data to be organized by the detailed type of service that the customer requested. Displays as Source Service Subtype in some reports.
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Attribute name: Service Type

Folder: Queue
Description: Enables data to be organized by the type of service that was assigned to the interaction. Displays as Source Service Type in some reports.
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Attribute name: Workbin Owner

Folder: Queue
Description: Enables data within the reporting interval to be organized by Workbin Owner.
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Attribute name: Workbin Type

Folder: Queue
Description: Enables data within the reporting interval to be organized by Workbin Type.
Form(s): Workbin Name
Forms in this attribute:
Form: Workbin Name

Table.Column: WORKBIN.WORKBIN_RESOURCE_NAME
Data type: Character

Description: Enables data within the reporting interval to be organized by Workbin Name.
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Folder: Queue > Q Consults

There are no attributes in this folder

Folder: Queue > Q Customer

There are no attributes in this folder

Folder: Queue > Q Customer & Consults

There are no attributes in this folder

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

There are no attributes in this folder

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

There are no attributes in this folder

Folder: Queue > Queue Predictive Routing

Attribute name: Model

Folder: Queue > Queue Predictive Routing
Description: Enables the organization of data by the name of the model that was used to score the agent for predictive routing.
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Attribute name: Predictor

Folder: Queue > Queue Predictive Routing
Description: Enables the organization of data by the name of the predictor that was used to request scoring for predictive routing.
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Attribute name: Predictor Switch

Folder: Queue > Queue Predictive Routing
Description: Enables the organization of data based on whether predictive routing is ON or OFF.
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Folder: Queue > Queue User Data Example

Attribute name: Category

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized based on the standard responses to interactions that are configured in your environment. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
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Attribute name: Category Key

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized based on the Category Key. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
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Attribute name: Classify Actionability Category

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized by the degree to which interactions require agent attention—their actionability. The value for actionability attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
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Attribute name: Classify Sentiment Category

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized by the characteristic of interactions that reflects the attitude expressed therein, generally positive, negative, or neutral.

The value of sentiment attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.

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Attribute name: Dimension 1 - Dimension 5

Folder: Queue > Queue User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
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Attribute name: Dimension 6 - Dimension 10

Folder: Queue > Queue User Data Example
Description: These 5 attributes enables data within the reporting interval to be organized by a particular user-data Attribute that is configured within your environment.
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Attribute name: Influence Category

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized by the customer’s clout that has amassed on social networks at the time that interactions entered or began within the contact center. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
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Attribute name: Screen Actionability Category

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized based on the degree to which interactions require agent attention. The value of actionability attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
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Attribute name: Screen Sentiment Category

Folder: Queue > Queue User Data Example
Description: Enables data within the reporting interval to be organized based on the attitude that customers expressed about their experience regarding interaction handling. The value of sentiment attributes is obtained through attached data that is provided by the Social Messaging Server, a component of Genesys eServices. This attribute is applicable only in environments that are configured to use sentiment, influence, and actionability social-media business attributes.
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