Queue Attributes
From Genesys Documentation
This topic is part of the manual Genesys CX Insights Multicloud Projects Reference Guide for version Current of Reporting.
Contents
- 1 Folder: Queue
- 2 Folder: Queue > Q Consults
- 3 Folder: Queue > Q Customer
- 4 Folder: Queue > Q Customer & Consults
- 5 Folder: Queue > Q Customer & Consults > Abandoned Waiting ST1
- 6 Folder: Queue > Q Customer & Consults > Accepted Agent ST1
- 7 Folder: Queue > Queue Predictive Routing
- 8 Folder: Queue > Queue User Data Example
Attributes that you can use to build queue-related reports.
Related documentation:
RSS:
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
- Business Result
- Customer Segment
- Interaction Subtype
- Interaction Type
- Media Type
- Queue
- Queue Group
- Queue Group Combination Key
- Queue Group Key
- Queue Key
- Service Subtype
- Service Type
- Workbin Owner
- Workbin Type
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
Attribute name: Interaction Type |
Folder: Queue |
| Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal. | |
| >> Back to list | |
|
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: |
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: |
Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT. |
| >> Back to list | |
|
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 |
Description: Enables data within the reporting interval to be organized by the type of queue, such as ACDQueue, VirtualQueue, InteractionQueue, or InteractionWorkBin. |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
Attribute name: Queue Group Key |
Folder: Queue |
| Description: Reserved for internal use. | |
| >> Back to list | |
|
Attribute name: Queue Key |
Folder: Queue |
| Description: Reserved for internal use. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
Attribute name: Workbin Owner |
Folder: Queue |
| Description: Enables data within the reporting interval to be organized by Workbin Owner. | |
| >> Back to list | |
|
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 |
Description: Enables data within the reporting interval to be organized by Workbin Name. |
| >> Back to list | |
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
Attribute name: Predictor Switch |
Folder: Queue > Queue Predictive Routing |
| Description: Enables the organization of data based on whether predictive routing is ON or OFF. | |
| >> Back to list | |
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
|
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. | |
| >> Back to list | |
Comments or questions about this documentation? Contact us for support!