Service Objects Metrics

Metrics that you can use to build reports for a variety of purposes.

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 Service Objects folder contains numerous metrics that gather Info Mart database information for the purpose of supporting Genesys CX Insights reports.

Note the following:

• Unless other wise 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.

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

Service Objects

• Bound 1
• Bound 10
• Bound 11
• Bound 12
• Bound 13
• Bound 14
• Bound 15
• Bound 16
• Bound 17
• Bound 18
• Bound 19
• Bound 2
• Bound 3
• Bound 4
• Bound 5
• Bound 6
• Bound 7
• Bound 8
• Bound 9
• Max Date
• Min Date Time Day Key
• Min Date Time Day Key (Fmt)
• Min Date Time Day Next Key (Fmt)
• Min Date Time Key
• Min Date Time Key (Fmt)
• Min Date Time Next Day Key
• Start Date Time Key

Folder: Service Objects

Metric name: Bound 1		Folder: Service Objects
Description: The upper boundary of the first service time interval, and the lower boundary of the second service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
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Metric name: Bound 10		Folder: Service Objects
Description: The upper boundary of the tenth service time interval, and the lower boundary of the eleventh service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
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Metric name: Bound 11		Folder: Service Objects
Description: The upper boundary of the eleventh service time interval, and the lower boundary of the twelth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
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Metric name: Bound 12		Folder: Service Objects
Description: The upper boundary of the twelth service time interval, and the lower boundary of the thirteenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
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Metric name: Bound 13		Folder: Service Objects
Description: The upper boundary of the thirteenth service time interval, and the lower boundary of the fourteenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 14		Folder: Service Objects
Description: The upper boundary of the fourteenth service time interval, and the lower boundary of the fifteenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 15		Folder: Service Objects
Description: The upper boundary of the fifteenth service time interval, and the lower boundary of the sixteenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 16		Folder: Service Objects
Description: The upper boundary of the sixteenth service time interval, and the lower boundary of the seventeenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 17		Folder: Service Objects
Description: The upper boundary of the seventeenth service time interval, and the lower boundary of the eighteenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 18		Folder: Service Objects
Description: The upper boundary of the eighteenth service time interval, and the lower boundary of the nineteenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 19		Folder: Service Objects
Description: The upper boundary of the nineteenth service time interval, and the lower boundary of the twentieth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 2		Folder: Service Objects
Description: The upper boundary of the second service time interval, and the lower boundary of the third service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 3		Folder: Service Objects
Description: The upper boundary of the third service time interval, and the lower boundary of the fourth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 4		Folder: Service Objects
Description: The upper boundary of the fourth service time interval, and the lower boundary of the fifth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 5		Folder: Service Objects
Description: The upper boundary of the fifth service time interval, and the lower boundary of the sixth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 6		Folder: Service Objects
Description: The upper boundary of the sixth service time interval, and the lower boundary of the seventh service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 7		Folder: Service Objects
Description: The upper boundary of the seventh service time interval, and the lower boundary of the eighth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 8		Folder: Service Objects
Description: The upper boundary of the eighth service time interval, and the lower boundary of the ninth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Bound 9		Folder: Service Objects
Description: The upper boundary of the ninth service time interval, and the lower boundary of the tenth service time interval for both the Abandoned and Accepted Agent groups of STI metrics. This value appears in the legend of the Abandon Delay and Speed of Accept reports and is derived from options in the [agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type:
>> Back to list

Metric name: Max Date		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation: Max([Max Date])		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Min Date Time Day Key		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Min Date Time Day Key (Fmt)		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Min Date Time Day Next Key (Fmt)		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Min Date Time Key		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Min Date Time Key (Fmt)		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Min Date Time Next Day Key		Folder: Service Objects
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Start Date Time Key		Folder: Service Objects
Description: This metric is used for internal computations to employ a key for a particular date and time from the relevant hierarchy.
Calculation: Max([Start Date Time Key])		Used in: This metric is not used in any reports.
Media type: Data type: Disposition Metric type:
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