View table: GCXI_Metric

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Table structure:

  • metric - Wikitext
  • displayName - Wikitext
  • shortDesc - Wikitext
  • longDesc - Wikitext
  • type - String
  • mediaType - List of String
  • dataType - String
  • folder - String
  • displaysInFolder - List of String
  • displaysInFolder_Cloud - List of String
  • displaysInFolder_Premise - List of String
  • internalMetricID - String
  • dbTable - List of String
  • calculation - String
  • usedIn - List of String
  • cloud - String
  • premise - String
  • project - String
  • notproject - String
  • introduced - Wikitext
  • modified - Wikitext
  • discontinued - Wikitext
  • anchor - String

This table has 2,043 rows altogether.

Page metric displayName shortDesc longDesc type mediaType dataType folder displaysInFolder displaysInFolder Cloud displaysInFolder Premise internalMetricID dbTable calculation usedIn cloud premise project notproject introduced modified discontinued anchor
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Engage Engage The number of times that agents were engaged with a customer during the reporting period. This metric is useful in calculating custom values such as Average Handle Time. The number of times that agents were engaged with a customer during the reporting period. This metric is useful in calculating custom values such as Average Handle Time. All Number Agent > Activity Agent > Activity > Queue AG2_AGENT_CUSTOMER_TALK_COUNT yes yes AgentActivityEngage
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Abandoned Inviting Abandoned Inviting The total number of times that customer interactions that were distributed or pulled from this queue, were abandoned or dropped for any reason while the interactions were alerting at this agent. The total number of times that customer interactions that were distributed or pulled from this queue, were abandoned or dropped for any reason while the interactions were alerting at this agent. Disposition Voice Chat Open (sync) Number Agent > Activity > Queue A_ABANDONED_INVITING AG2_AGENT_[*].ABANDONED_INVITE yes yes AgentActivityQueueAbandonedInviting
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Abandoned Inviting Abandoned Inviting Total number of times that interactions were abandoned/dropped while the interactions were alerting/ringing (for Agent, Group, or Agent and Queue, depending on GCXI Project attributes). The total number of times that interactions were abandoned/dropped while the interactions were alerting/ringing (for Agent, Group, or Agent and Queue, depending on GCXI Project attributes). Disposition Voice Chat Open (sync) Number Agent > Activity A_ABANDONED_INVITING AG2_AGENT_[*].ABANDONED_INVITE Agent Conduct Report Agent Performance Dashboard Agent Report yes yes AgentActivityQueueAbandonedInviting
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Accepted The total number of times that customer interactions or warm consultations (distributed from this queue) were accepted, answered, pulled, or initiated by this agent.

For voice media, this metric is identical to Activity\Responses.

The total number of times that customer interactions or warm consultations that were distributed from this queue were accepted, answered, pulled, or initiated by this agent.

For voice media, this metric is identical to Activity\Responses.

Disposition All Number Agent > Activity > Queue A_ACCEPTED AG2_AGENT_QUEUE_[*].ACCEPTED Agent Group Queue Business Attribute Report Agent Queue Report yes yes AgentActivityQueueAccepted
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Accepted Total number of times that interactions/warm consultations were accepted, answered, pulled, or initiated (by Agent, Group, or Agent and Queue, depending on the relevant GCXI Project attributes for this metric). The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
  • Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group.

For voice media, this metric is identical to Activity\Responses.

Disposition All Number Agent > Activity Agent > State and Reason > Interaction State Outbound Contact > Agent Contact Designer > Survey A_ACCEPTED AG2_AGENT_[*].ACCEPTED AG2_AGENT_GRP_[*].ACCEPTED Agent Performance Dashboard Agent Task Dashboard Predictive Routing Agent Dashboard Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction handling Report Agent Interval Based Report Agent Report Agent Social Engagement Report Agent Utilization Email Report Agent Utilization Report Predictive Routing Agent Occupancy Report (Active Time & Predictive) Survey Statistics Report Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAccepted
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Eventually Accepted Eventually The total number of customer interactions and consultations (warm or simple) that were accepted by this agent. The total number of customer interactions and consultations (warm or simple) that were accepted by this agent. Interval All Number Agent > State and Reason > Interaction State IA_ACCEPTED_EVENTUALLY AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY yes yes AgentStateandReasonInteractionStateAcceptedEventually
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Others Accepted Others The total number of interactions that were distributed from this agent queue, and subsequently accepted, answered, or pulled by a resource other than an agent, place DN, or extension DN. The total number of interactions that were distributed from this agent queue, and subsequently accepted, answered, or pulled by a resource other than an agent, place DN, or extension DN. Disposition All Number Agent > Activity > Queue A_ACCEPTED_OTHER Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. yes yes AgentActivityQueueAcceptedOthers
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Thread Accepted Thread The total number of customer-interaction threads that were accepted, pulled, or initiated from this queue for the first time by this agent. The total number of customer-interaction threads that were accepted, pulled, or initiated from this queue for the first time by this agent.

This metric includes an agent's first participation in outbound replies to inbound interactions, and, for media other than email, yields the same values as the metric Accepted Unique.

Disposition All Number Agent > Activity > Queue Q_ACCEPTED_THREAD AG2_AGENT_QUEUE_[*].ACCEPTED_THREAD yes yes AgentActivityQueueAcceptedThread
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Thread Accepted Thread The total number of times that customer interaction threads were accepted, answered, pulled, or initiated by this agent (or agents belonging to this group). The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attributes: The total number of customer-interaction threads that were accepted, pulled, or initiated for the first time by this agent.
  • Agent Group Attributes: The total number of customer-interaction threads that were accepted, pulled, or initiated for the first time by agents who belong to this agent group.

This metric includes an agent's first participation in outbound replies to inbound interactions, and, for media other than email, yields the same values as the metric Accepted Unique.

Disposition Async Number Agent > Activity A_ACCEPTED_THREAD AG2_AGENT_[*].ACCEPTED_THREAD AG2_AGENT_GRP_[*].ACCEPTED_THREAD Agent Interaction Hierarchy Report yes yes AgentActivityAcceptedThread
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Unique Accepted Unique The total number of logical interactions that were accepted, answered, pulled, or initiated by this agent (or agent group). The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attributes: The total number of logical interactions that were accepted, pulled, or initiated for the first time by this agent.
  • Agent Group Attributes: The total number of logical interactions that were accepted, pulled, or initiated for the first time by agents who belong to this agent group.
Disposition All Number Agent > Activity A_ACCEPTED_UNIQUE AG2_AGENT_[*].ACCEPTED_UNIQUE AG2_AGENT_GRP_[*].ACCEPTED_UNIQUE Agent Interaction Hierarchy Report yes yes AgentActivityAcceptedUnique
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Accepted Unique Accepted Unique The total number of logical interactions that were distributed by this queue and accepted, initiated, or pulled by this agent.

This metric includes an agent's first participation in outbound replies to inbound interactions.

The total number of logical interactions that were distributed by this queue and accepted, initiated, or pulled by this agent.

This metric includes an agent's first participation in outbound replies to inbound interactions.

Disposition All Number Agent > Activity > Queue @A_ACTIONABILITY AG2_AGENT_QUEUE_[*].ACTIONABILITY yes yes AgentActivityQueueAcceptedUnique
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Actionability Actionability The total score, assigned to interactions that were handled by this agent and distributed from this queue, that measures the degree to which interactions required agent attention. The total score, assigned to interactions that were handled by this agent and distributed from this queue, that measures the degree to which interactions required agent attention.

This metric includes an agent's first participation in outbound replies to inbound interactions, and, for media other than email, yields the same values as the metric Accepted Unique.

Disposition All Number Agent > Activity > Queue @A_ACTIONABILITY AG2_AGENT_QUEUE_[*].ACTIONABILITY yes yes AgentActivityQueueActionability
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Actionability Actionability Total score assigned to interactions handled by this agent (or Agent Group), measuring the degree to which interactions required agent attention. The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attributes: The total score, assigned to interactions that were handled by this agent, that measures the degree to which interactions required agent attention.
  • Agent Group Attributes: The total score, assigned to interactions that were handled by agents who belong to this agent group, that measures the degree to which interactions required agent attention.

This metric includes an agent's first participation in outbound replies to inbound interactions, and, for media other than email, yields the same values as the metric Accepted Unique.

Disposition All Number Agent > Activity @A_ACTIONABILITY AG2_AGENT_[*].ACTIONABILITY AG2_AGENT_GRP_[*].ACTIONABILITY yes yes AgentActivityActionability
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Active Active The total amount of time attributable to the interval between the beginning and end of the agent(s) login session(s) on a particular media channel. The total amount of time attributable to the interval between the beginning and end of the agent(s) login session(s) on a particular media channel. Interval Agent > State and Reason > Interaction State > Interaction Predictive Routing GPRActive AG2_I_AGENT_*.GPM_ACTIVE Agent Utilization Report yes yes AgentStateandReasonInteractionPredictiveRoutingActive
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Active Time Active Time The total amount of time between the beginning and end of this agent’s login session(s) on a particular media channel, irrespective of the intervals in which the resource session occurs. The total amount of time that elapsed between the beginning and end of this agent’s login session(s) on a particular media channel, irrespective of the intervals in which the resource session occurs. If an agent logs into multiple DNs, login duration is measured from the moment at which the agent logs in to the first DN to the moment at which the agent is no longer logged in to any DN. If the agent’s session was still active when the data was compiled, the agent’s session duration appears as null in the reports.

If the agent is not forcibly logged out when the calendar dates ends, login duration is split over both days.

Detail All Number Agent > Detail > Session SESS_ACTIVE_TIME SM_RES_SESSION_FACT_GI2.TOTAL_DURATION Agent Login-Logout Details Report yes yes AgentDetailSessionActiveTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Active Time Active Time The total amount of time between the beginning and end of this agent’s login session(s) on a particular media channel, irrespective of the intervals in which the resource session occurs. The total amount of time that elapsed between the beginning and end of this agent’s login session(s) on a particular media channel, irrespective of the intervals in which the resource session occurs. If an agent logs into multiple DNs, login duration is measured from the moment at which the agent logs in to the first DN to the moment at which the agent is no longer logged in to any DN. If the agent’s session was still active when the data was compiled, the agent’s session duration appears as null in the reports.

If the agent is not forcibly logged out when the calendar dates ends, login duration is split over both days.

Interval All Number Agent > State and Reason > Summarized State IA_ACTIVE_TIME AG2_I_SESS_STATE_[*].ACTIVE_TIME Agent Task Dashboard Predictive Routing Agent Occupancy Supervisor Dashboard Agent Interval Based Report Agent Not Ready Report Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Wrap Report Predictive Routing Agent Occupancy Report (Active Time & Predictive) Predictive Routing Agent Occupancy Report (Interaction Time) Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity yes yes AgentStateandReasonSummarizedStateActiveTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Agent - Queue A Group Combination Agent - Queue A Group Combination This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only. This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only. All Number Agent > Activity AQ_AGENT_GROUP_COMBINATION AG2_AGENT_QUEUE_[*].AGENT_GROUP_COMBINATION_KEY yes yes AgentActivityAgentQueueAGroupCombination
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Agent - Queue Q Group Combination Agent - Queue Q Group Combination This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only. This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only. All Number Agent > Activity AQ_QUEUE_GROUP_COMBINATION AG2_AGENT_QUEUE_[*].QUEUE_GROUP_COMBINATION_KEY yes yes AgentActivityAgentQueueQGroupCombination
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Agent Disconnect First Agent Disconnect First The total number of times the agent (or agents from this group) released customer interactions before the other party did. The value presented in this metric varies depending on the attributes and filters used in a report:
  • Agent Attribute: For voice interactions, the total number of times during the reporting interval that this agent released customer interactions before the other party did. For multimedia interactions, serves as a flag to indicate whether the interaction was stopped by one of the parties or by some outside entity (for example, Interaction Server or a Media Server).
  • Agent Group Attribute: For voice interactions, the total number of times during the reporting interval that agents from this group released customer interactions before the other party did. For multimedia interactions, serves as a flag to indicate whether the interaction was stopped by one of the parties or by some outside entity (for example, Interaction Server or a Media Server).

The tally is incremented only when the system (such as the switch) provides such information.

Disposition Chat Open (sync) Voice Number Agent > Activity A_AGENT_DISCONNECT_FIRST AG2_AGENT_[*].AGENT_DISCONNECT_FIRST AG2_AGENT_GRP_[*].AGENT_DISCONNECT_FIRST Agent Performance Dashboard Agent Conduct Report Agent Report yes yes AgentActivityAgentDisconnectFirst
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Agent Disconnect First Agent Disconnect First Voice: Number of times during the interval that that this agent released interactions, distributed from this queue, before the other party did. Multimedia: indicates whether the interaction was stopped by one of the parties or an outside entity.

Agent and Queue Attributes: For voice interactions, the total number of times during the reporting interval that this agent released customer interactions, distributed from this queue, before the other party did. For multimedia interactions, serves as a flag to indicate whether the interaction was stopped by one of the parties or by some outside entity (for example, Interaction Server or a Media Server). The tally is incremented only when the system (such as the switch) provides such information.

Disposition Chat Open (sync) Voice Number Agent > Activity > Queue A_AGENT_DISCONNECT_FIRST AG2_AGENT_QUEUE_[*].AGENT_DISCONNECT_FIRST yes yes AgentActivityQueueAgentDisconnectFirst
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Agent Score Agent Score The sum of the score of the agents to whom the interactions were routed. The sum of the score of the agents to whom the interactions were routed. Interval Number Agent > State and Reason > Interaction State > Interaction Predictive Routing gpmAgentScore AG2_I_AGENT_*.AGENT_SCORE yes yes AgentStateandReasonInteractionPredictiveRoutingAgentScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Actionability Score Avg Actionability Score The average score for interactions distributed from this queue and handled by this agent, measuring the degree to which interactions required agent attention.

The average considers only those interactions for which an actionability score was assigned.

The average score, assigned to interactions that were distributed from this queue and handled by this agent, measuring the degree to which interactions required agent attention.

The average considers only those interactions for which an Actionability Score was assigned.

Disposition All Number Agent > Activity > Queue @A_ACTIONABILITY_AVG Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. yes yes AgentActivityQueueAvgActionabilityScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Actionability Score Avg Actionability Score The average score, assigned to interactions that were handled by this agent (or agents from this group), measuring the degree to which interactions required agent attention. The value presented in this metric varies depending on the attributes and filters used in a report:
  • Agent Attribute: The average score, assigned to interactions that were handled by this agent, measuring the degree to which interactions required agent attention.
  • Agent Group Attribute: The average score, assigned to interactions that were handled by agents belonging to this agent group, measuring the degree to which interactions

The average considers only those interactions for which an Actionability Score was assigned.

Disposition All Number Agent > Activity @A_ACTIONABILITY_AVG Calculated as AG2_AGENT_[*].ACTIONABILITY divided by AG2_AGENT_[*].ACTIONABILITY_OFFERED, or AG2_AGENT_GRP_[*].ACTIONABILITY divided by AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED Agent Social Engagement Report yes yes AgentActivityAvgAccountabilityScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Agent Score Avg Agent Score The average agent score during the period when Predictive Routing was active. The average agent score during the period when Predictive Routing was active. Interval Agent > State and Reason > Interaction State > Interaction Predictive Routing Calculated based on the Agent Score (gpmAgentScore), divided by the total number of interactions where Predictive Routing was active. Predictive Routing Agent Occupancy Dashboard Predictive Routing Agent Occupancy Report (Active Time and Predictive) yes yes AgentStateandReasonInteractionPredictiveRoutingAvgAgentScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Conference Accepted Handle Time Avg Conference Accepted Handle Time Average Handle Time for conference interactions in which the agent participated. This metric includes time spent by all agents who participated in handling the interaction after this agent joined. Average Handle Time for conference interactions in which the agent participated. This metric includes time spent by all agents who participated in handling the interaction after this agent joined. Disposition All Number Agent > Activity Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. Agent Transfer Summary Report Transfer Dashboard yes yes 100.0.027.0001 AgentActivityAvgConferenceAcceptedHandleTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Initiated Time Avg Consult Initiated Time Average time the agent (or agents from this group) was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were associated with customer interactions. The value presented in this metric varies depending on the attributes and filters used in a report:
  • Agent Attribute: The average amount of time that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were associated with customer interactions.
  • Agent Group Attribute: The average amount of time that agents who belong to this agent group were engaged on collaborations or simple consult interactions that the agents initiated, where the collaborations/consultations were associated with customer interactions.
Disposition All (except Chat) Number Agent > Activity A_CONSULT_INITIATED_TIME_AVG Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics. Agent Performance Dashboard Agent Report Agent Utilization Report yes yes AgentActivityAvgConsultInitiatedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Initiated Time Avg Consult Initiated Time The average amount of time that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were distributed from this queue and were associated with customer interactions. The average amount of time that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were distributed from this queue and were associated with customer interactions. Disposition All (except Chat) Number Agent > Activity > Queue A_CONSULT_INITIATED_TIME_AVG Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. yes yes AgentActivityQueueAvgConsultInitiatedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Time Avg Consult Received Time Average number of seconds that the agent was engaged as a recipient in collaborations/consultations associated with interactions (for Agent, Group, or Agent and Queue, depending on the relevant GCXI Project attributes for this metric). The value presented in this metric varies depending on the attributes and filters used in a report:
  • Agent Attribute: The average amount of time that this agent was engaged on collaborations or simple consultations that the agent received, where the collaborations/consultations were associated with customer interactions.
  • Agent Group Attribute: The average amount of time that agents who belong to this agent group were engaged on collaborations or simple consultations that agents received, where the collaborations/consultations were associated with customer interactions.
Disposition All (except Chat) Number Agent > Activity A_CONSULT_RECEIVED_TIME_AVG Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics. Agent Performance Dashboard Agent Group Business Attribute Report Agent Report Agent Utilization Report yes yes AgentActivityAvgConsultReceivedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Time Avg Consult Received Time The average amount of time that agents were engaged on collaboration calls or simple consultations that agents received, where the collaborations/consultations were associated with customer interactions. The average amount of time that agents were engaged on collaboration calls or simple consultations that agents received, where the collaborations/consultations were associated with customer interactions. Disposition All (except Chat) Number Agent > Activity > Queue A_CONSULT_RECEIVED_TIME_AVG Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. yes yes AgentActivityQueueAvgConsultReceivedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Warm Time Avg Consult Received Warm Time The average amount of time that this agent (or agents in this group) was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. The value presented in this metric varies depending on the attributes and filters used in a report:
  • Agent Attribute: The average amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
  • Agent Group Attribute: The average amount of time, in seconds, that agents who belong to this agent group were engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.

This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.

Disposition Voice Number Agent > Activity A_CONSULT_RCV_WARM_TIME_AVG Calculated based on the Consult Received Warm Time and Consult Received Accepted Warm Activity metrics. Agent Performance Dashboard Agent Report Agent Utilization Report yes yes AgentActivityAvgConsultReceivedTimeWarmTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Warm Time Avg Consult Received Warm Time The average amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold, where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions. The average amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions.

This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.

Disposition Voice Number Agent > Activity > Queue A_CONSULT_RCV_WARM_TIME_AVG Calculated based on the (Activity > Queue) Consult Received Warm Time and Consult Received Accepted Warm metrics. yes yes AgentActivityQueueAvgConsultReceivedWarmTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Warm Wrap Time Avg Consult Received Warm Wrap Time This metric is no longer populated. This metric is no longer populated. Disposition Voice Number Agent > Activity > Queue A_CONSULT_RECEIVED_WRAP_TIME_AVG Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap metrics. yes yes 9.0 AgentActivityQueueAvgConsultReceivedWarmWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Warm Wrap Time Avg Consult Received Warm Wrap Time This metric is no longer populated. This metric is no longer populated. Dispostion Voice Number Agent > Activity A_CONSULT_RCV_WARM_WRAP_TIME_AVG Calculated based on the Consult Received Warm Wrap Time and Consult Received Warm Wrap Activity metrics. Agent Performance Dashboard Agent Report Agent Utilization Report yes yes 9.0 AgentActivityAvgConsultReceivedWarmWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Wrap Time Avg Consult Received Wrap Time The average amount of time that this agent (or agents in thes group) was in ACW (Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls. The value presented in this metric varies depending on the attributes and filters used in a report:
  • Agent Attribute: The average amount of time that this agent was in ACW (Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls.
  • Agent Group Attribute: The average amount of time that agents who belong to this agent group were in ACW state following simple consultations that the agents accepted, where the consultations were associated with customer calls.

This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.

Disposition Voice Number Agent > Activity A_CONSULT_RECEIVED_WRAP_TIME_AVG Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity metrics. Agent Performance Dashboard Agent Report Agent Utilization Report yes yes AgentActivityAvgConsultReceivedWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Consult Received Wrap Time Avg Consult Received Wrap Time The average amount of time that this agent spent in ACW state following simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls. The average amount of time that this agent spent in ACW state following simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls.

This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.

Disposition Voice Number Agent > Activity > Queue A_CONSULT_RECEIVED_WRAP_TIME_AVG Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap metrics. yes yes AgentActivityQueueAvgConsultReceivedWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Engage Time Avg Engage Time For interactions that were distributed or pulled from this queue, the average amount of time that this agent was engaged with customers. For interactions that were distributed or pulled from this queue, the average amount of time that this agent was engaged with customers. Disposition All Number Agent > Activity > Queue A_ENGAGE_TIME_AVG Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. Agent Queue Report yes yes AgentActivityQueueAvgEngageTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Engage Time Avg Engage Time The average amount of time that agents were engaged with customers. The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attributes: The average amount of time that this agent was engaged with customers.
  • Agent Group Attributes: The average amount of time that agents who belong to this agent group were engaged with customers.
Disposition All Number Agent > Activity Outbound Contact > Agent Contact A_ENGAGE_TIME_AVG Calculated as Engage Time divided by Accepted Agent metrics. Agent Performance Dashboard Agent Task Dashboard Supervisor Dashboard Agent Activity Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Outbound Campaign Report Agent Report Agent Utilization Report Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAvgEngageTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Handle Time Avg Handle Time The average amount of time that this agent spent handling interactions that the agent received and that were distributed or pulled from this queue (or queue that belonged to this queue group). Queue Attribute: The average amount of time that agents spent handling customer interactions or warm consultations that were distributed or pulled from this queue.

Queue Group Attribute: The average amount of timethat agents spent handling customer interactions or warm consultations that were distributed or pulled from queues that belong to this queue group. This metric is attributed to the interval in which interactions entered the queue.

Disposition All Number Agent > Activity > Queue Q_HANDLE_TIME_AVG Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. Agent Queue Report yes yes AgentActivityQueueAvgHandleTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Handle Time Avg Handle Time The average amount of time, in seconds, spent handling interactions received (by this Agent, Agent Group, or Agent and Queue, depending on the relevant GCXI Project attributes for this metric). The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attribute: The average amount of time that this agent spent handling interactions that the agent received.
  • Agent Group Attribute: The average amount of time that agents who belong to this agent group spent handling interactions that the agents received.

This metric is computed as handle time divided by the sum of accepted interactions and received consultations.

Disposition All Number Agent > Activity Outbound Contact > Agent Contact A_HANDLE_TIME_AVG Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. Agent Performance Dashboard Agent Task Dashboard Supervisor Dashboard Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Interaction Hierarchy Report Agent Outbound Campaign Report Agent Report Agent Utilization Email Report Agent Utilization Report Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAvgHandleTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Hold Time Avg Hold Time Average amount of time that agents had customer interactions, distributed from this queue, on hold.

Attributed to the interval in which interactions arrived at the agent (which can differ from the interval in which the interactions were placed on hold).

The average amount of time that agents had customer interactions, distributed from this queue, on hold.

This metric is attributed to the interval in which interactions arrived at the agent (which can differ from the interval in which the interactions were placed on hold).

Disposition All Number Agent > Activity > Queue Calculated based on the (Activity > Queue) Hold and Hold Time metrics. Agent Queue Report yes yes AgentActivityQueueAvgHoldTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Hold Time Avg Hold Time The average amount of time that this agent, or agents in this agent group, had customer interactions on hold.

This metric is attributed to the interval in which interactions arrived at the agent (which can differ from the interval in which the interactions were placed on hold).

The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attribute: The average amount of time that this agent had customer interactions on hold.
  • Agent Group Attribute: The average amount of time that agents who belong to this group had customer interactions on hold.

This metric is attributed to the interval in which interactions arrived at the agent (which can differ from the interval in which the interactions were placed on hold).

Disposition Voice Number Agent > Activity Outbound Contact > Agent Contact A_HOLD_TIME_AVG Calculated based on the Hold and Hold Time Activity metrics. Agent Performance Dashboard Agent Task Dashboard Supervisor Dashboard Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Outbound Campaign Report Agent Report Agent Utilization Report Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAvgHoldTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Influence Score Avg Influence Score The average score representing the clout amassed on social networks for interactions handled by this agent (Agents reporting) or by agents belonging to this agent group (Agent Group reporting). The description of this metric varies according to the attributes and filters in the report query:

Agent Attribute: The average score representing the clout amassed on social networks for interactions handled by this agent. Agent Group Attribute: The average score representing the clout amassed on social networks for interactions handled by agents belonging to this agent group. The average considers only those interactions for which an actionability score was assigned.

Disposition All Number Agent > Activity @A_INFLUENCE_AVG AG2_AGENT_[*].INFLUENCE / AG2_AGENT_[*].INFLUENCE_OFFERED or AG2_AGENT_GRP_[*].INFLUENCE / AG2_AGENT_GRP_[*].INFLUENCE_OFFERED Agent Social Engagement Report yes yes AgentActivityAvgInfluenceScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Influence Score Avg Influence Score The average score representing the clout amassed on social networks for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which an actionability score was assigned.

The average score representing the clout amassed on social networks for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which an actionability score was assigned.

Disposition All Number Agent > Activity > Queue @A_INFLUENCE_AVG Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. yes yes AgentActivityQueueAvgInfluenceScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Invite Time Avg Invite Time The average amount of time that customer interactions (that were distributed from this queue) alerted or rang at an agent before being accepted plus the average duration of dialing that agents performed, where the calls were successfully established. The average amount of time that customer interactions (that were distributed from this queue) alerted or rang at an agent before being accepted plus the average duration of dialing that agents performed, where the calls were successfully established. Disposition All Number Agent > Activity > Queue Q_INVITE_TIME_AVG Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. yes yes AgentActivityQueueAvgInviteTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Invite Time Avg Invite Time The average amount of time that customer interactions alerted or rang at agent resources before the interactions were accepted, plus the average duration of dialing that agents performed, where the calls were successfully established. The average amount of time that customer interactions alerted or rang at agent resources before the interactions were accepted, plus the average duration of dialing that agents performed, where the calls were successfully established.

This metric is attributed to the interval in which the interactions began. Note: The dialing component of this metric applies to voice media only.

Disposition All Number Agent > Activity T_INVITE_TIME_AVG Calculated based on the Invite Time and Invite Business Attribute metrics. yes yes AgentActivityAvgInviteTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Revenue Avg Revenue The average amount of revenue that is generated for interactions distributed from this queue and handled by this agent.

The average considers only those interactions for which revenue was generated.

The average amount of revenue that is generated for interactions distributed from this queue and handled by this agent.

The average considers only those interactions for which revenue was generated.

Disposition All Number Agent > Activity > Queue A_REVENUE_AVG Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. yes yes AgentActivityQueueAvgRevenue
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Revenue Avg Revenue The average amount of revenue that is generated for interactions handled by this agent, or by agents in this agent group. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The average amount of revenue that is generated for interactions handled by this agent.
  • Agent Group Attribute: The average amount of revenue that is generated for interactions handled by agents of this agent group.

The average considers only those interactions for which revenue was generated.

Dispotion All Number Agent > Activity A_REVENUE_AVG Calculated based on the Revenue and Offered with Revenue Activity metrics. Agent Activity Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAvgRevenue
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Satisfaction Avg Satisfaction The average customer-satisfaction score of interactions distributed from this queue and handled by this agent.

The tally considers only those interactions for which customer satisfaction was recorded.

Disposition All Number Agent > Activity > Queue A_SATISFACTION_AVG Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. yes yes AgentActivityQueueAvgSatisfaction
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Satisfaction Avg Satisfaction The average customer-satisfaction score of interactions handled by this agent, by agents who belong to this agent group. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Dimension: The average customer-satisfaction score of interactions handled by this agent.
  • Agent Group Dimension: The average customer-satisfaction score of interactions handled by agents who belong to this agent group.

The tally considers only those interactions for which customer satisfaction was recorded.

Disposition All Number Agent > Activity A_SATISFACTION_AVG Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. Agent Activity Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAvgSatisfaction
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Sentiment Score Avg Sentiment Score The average score reflecting the attitude expressed by customers for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which a sentiment score was assigned.

The average score reflecting the attitude expressed by customers for interactions that were distributed from this queue and handled by this agent.

The average considers only those interactions for which a sentiment score was assigned.

Disposition All Number Agent > Activity > Queue @A_SENTIMENT_AVG Calculated as: AG2_AGENT_QUEUE_[*].SENTIMENT divided by AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED Agent Social Engagement Report yes yes AgentActivityQueueAvgSentimentScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Sentiment Score Avg Sentiment Score The average score reflecting the attitude expressed by customers for interactions that were handled by this agent (Agent reporting) or by agents belonging to this agent group (Agent Group reporting). The description of this metric varies according to the attributes and filters in the report query:

Agent Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by this agent. Agent Group Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by agents belonging to this agent group. The average considers only those interactions for which a sentiment score was assigned.

Disposition All Number Agent > Activity @A_SENTIMENT_AVG AG2_AGENT_[*].SENTIMENT / AG2_AGENT_[*].SENTIMENT_OFFERED or AG2_AGENT_GRP_[*].SENTIMENT / AG2_AGENT_GRP_[*].SENTIMENT_OFFERED Agent Social Engagement Report yes yes AgentActivityAvgSentimentScore
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Transfer Accepted Handle Time Avg Transfer Accepted Handle Time Average Handle Time for interactions that arrived by transfer and were handled during the reporting interval. This metric includes only the time spent by the receiving agent, and includes both HOLD and ENGAGE times. Average Handle Time for interactions that arrived by transfer and were handled during the reporting interval. This metric includes only the time spent by the receiving agent, and includes both HOLD and ENGAGE times. Disposition All Number Agent > Activity Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. Agent Transfer Summary Report Transfer Dashboard yes yes 100.0.027.0001 AgentActivityAvgTransferAcceptedHandleTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Transfer Initiated Handle Time Avg Transfer Initiated Handle Time Average amount of time that the agent spent handling customer interactions that the agent later transferred, during the reporting interval. Average amount of time that the agent spent handling customer interactions that the agent later transferred, during the reporting interval. Disposition All Number Agent > Activity Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. Agent Transfer Summary Report Transfer Dashboard yes yes 100.0.027.0001 AgentActivityAvgTransferInitiatedHandleTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Wrap Time Avg Wrap Time The average amount of time that agents (or agents who belong to this agent group) spent on customer interactions while in ACW (Wrap) state. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The average amount of time that this agent spent on customer interactions while in ACW (Wrap) state.
  • Agent Group Attribute: The average amount of time that agents who belong to this agent group, spent on customer interactions while in ACW state.
Disposition Voice Number Agent > Activity Outbound Contact > Agent Contact Calculated based on the Wrap Time and Wrap Activity metrics. Agent Performance Dashboard Agent Task Dashboard Supervisor Dashboard Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Outbound Campaign Report Agent Report Agent Utilization Report Task Routing Agent Activity Task Routing Agent Group Activity yes yes AgentActivityAvgWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Avg Wrap Time Avg Wrap Time The average amount of time that this agent spent on customer interactions while in ACW (Wrap) state, where the interactions were distributed from this queue. The average amount of time that this agent spent on customer interactions while in ACW (Wrap) state, where the interactions were distributed from this queue. Disposition Voice Number Agent > Activity > Queue A_WRAP_TIME_AVG Calculated based on the (Activity > Queue) Wrap Time and Activity > Wrap metrics. Agent Queue Report yes yes AgentActivityQueueAvgWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Busy Busy The total number of times that this agent was in the Busy state within the interval in order to process interactions including consultations and excluding after-call work. The total number of times that this agent was in the Busy state within the interval in order to process interactions including consultations and excluding after-call work. Interval All Number Agent > State and Reason > Summarized State IA_BUSY AG2_I_SESS_STATE_[*].BUSY yes yes AgentStateandReasonSummarizedStateBusy
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Busy Time Busy Time The total duration of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work. The total duration of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work. Interval All Number Agent > State and Reason > Summarized State IA_BUSY_TIME AG2_I_SESS_STATE_[*].BUSY_TIME Agent Task Dashboard Predictive Routing Agent Occupancy Supervisor Dashboard Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Predictive Routing Agent Occupancy Report (Interaction Time) Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity yes yes AgentStateandReasonSummarizedStateBusyTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Conference Accepted Time Conference Accepted Time The amount of time that agent spent in conference interactions. This metric includes time spent by all agents who participated in handling the interaction after this agent joined. The amount of time that agent spent in conference interactions. This metric includes time spent by all agents who participated in handling the interaction after this agent joined. Disposition All (except Email) Number Agent > Activity AG2_AGENT_*.CONF_ACCEPTED_ENGAGE_TIME+CONF_ACCEPTED_HOLD_TIME yes yes 100.0.027.0001 AgentActivityConferenceAcceptedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Conference Initiated Conference Initiated The total number of times that this agent initiated conferences for customer interactions that the agent received, where the interactions were distributed or pulled from this queue and, where the conferences were established. The total number of times that this agent initiated conferences for customer interactions that the agent received, where the interactions were distributed or pulled from this queue and, where the conferences were established.

The count includes the number of established conferences that were initiated for transferred interactions that the agent received.

Disposition All (Except email) Number Agent > Activity > Queue A_CONFERENCE_INITIATED AG2_AGENT_QUEUE_[*].CONFERENCE_INITIATED yes yes AgentActivityQueueConferenceInitiated
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Conference Initiated Conference Initiated Total number of times that this Agent, Agent Group, or Agent and Queue, (depending on the relevant GCXI Project attributes for this metric) successfully initiated conferences for received customer interactions. Total number of times that this Agent, Agent Group, or Agent and Queue, (depending on the relevant GCXI Project attributes for this metric) successfully initiated conferences for received customer interactions. Disposition All (except Email) Number Agent > Activity A_CONFERENCE_INITIATED AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED Agent Utilization Report Agent Transfer Summary Report Transfer Dashboard yes yes 100.0.027.0001 AgentActivityConferenceInitiated
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Conference Offered Conference Offered The total number of Conference interactions offered to the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval. The total number of Conference interactions offered to the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval. Disposition Agent > Activity AG2_AGENT_*.CONFERENCE_ RECEIVED Agent Transfer Summary Report Transfer Dashboard yes yes 100.0.027.0001 AgentActivityConferenceOffered
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Conference Received Accepted Conference Received Accepted The total number of times that this agent joined conferences to participate in interactions that were distributed or pulled from this queue. The total number of times that this agent joined conferences to participate in interactions that were distributed or pulled from this queue. Disposition All Number Agent > Activity > Queue A_CONFERENCE_RECEIVED_ACCEPTED AG2_AGENT_QUEUE_[*].CONFERENCE_RECEIVED_ACCEPTED yes yes AgentActivityQueueConferenceReceivedAccepted
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Conference Received Accepted Conference Received Accepted The total number of times that this agent, or agents from this agent group, joined conferences to participate in customer interactions. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of times that this agent joined conferences to participate in customer interactions.
  • Agent Group Attribute: The total number of times that agents from this agent group joined conferences to participate in customer interactions.
Disposition All (except Email) Number Agent > Activity A_CONFERENCE_RECEIVED_ACCEPTED AG2_AGENT_[*].CONFERENCE_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONFERENCE_RECEIVED_ACCEPTED Agent Utilization Report yes yes AgentActivityConferenceReceivedAccepted
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Initiated Consult Initiated The total number of collaborations/consultations associated with interactions and initiated by the Agent, Agent Group, or Agent and Queue, depending on the relevant GCXI Project attributes for this metric. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions.
  • Agent Group Attribute: The total number of times that agents who belong to this agent group, initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions.
Disposition All (except Chat) Number Agent > Activity A_CONSULT_INITIATED AG2_AGENT_[*].CONSULT_INITIATED or AG2_AGENT_GRP_[*].CONSULT_INITIATED Agent Conduct Report Agent Report Agent Utilization Report yes yes AgentActivityConsultInitiated
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Initiated Consult Initiated The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions. The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions. Disposition All (except Chat) Number Agent > Activity > Queue AG2_AGENT_QUEUE_[*].CONSULT_INITIATED yes yes AgentActivityQueueConsultInitiated
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Initiated Time Consult Initiated Time The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total amount of time that this agent was engaged in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions.
  • Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged in collaborations or simple consultations that the agents requested where the collaborations/consultations were associated with customer interactions.
Disposition All (except Chat) Number Agent > Activity A_CONSULT_INITIATED_TIME AG2_AGENT_[*].CONSULT_INITIATED_TIME or AG2_AGENT_GRP_[*].CONSULT_INITIATED_TIME yes yes AgentActivityConsultInitiatedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Initiated Time Consult Initiated Time The total amount of time that this agent was engaged in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions that were distributed or pulled from this queue. The total amount of time that this agent was engaged in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions that were distributed or pulled from this queue. Disposition All (except Chat) Number Agent > Activity > Queue A_CONSULT_INITIATED_TIME AG2_AGENT_QUEUE_[*].CONSULT_INITIATED_TIME yes yes AgentActivityQueueConsultInitiatedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Offered Consult Offered The total number of consult interactions offered to the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval. The total number of consult interactions offered to the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval. Disposition Agent > Activity AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED Agent Transfer Summary Report Transfer Dashboard yes yes 100.0.027.0001 AgentActivityConsultOffered
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Accepted Consult Received Accepted The total number of times that agents received and accepted collaborations or simple consultations that were associated with customer interactions. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions.
  • Agent Group Attribute: The total number of times that agents who belong to this agent group received and accepted collaborations or simple consultations that were associated with customer interactions.
Disposition All (except Chat) Number Agent > Activity Agent > State and Reason > Interaction State Outbound Contact > Agent Contact A_CONSULT_RECEIVED_ACCEPTED AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED Agent Group Business Attribute Report Agent Interval Based Report Agent Utilization Report yes yes AgentActivityConsultReceivedAccepted
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Accepted Consult Received Accepted The total number of times that this agent received and accepted collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions. The total number of times that this agent received and accepted collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions. Agent > Activity > Queue A_CONSULT_RECEIVED_ACCEPTED AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED yes yes AgentActivityQueueConsultReceivedAccepted
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Accepted Warm Consult Received Accepted Warm The total number of times that this agent participated in consultations that the agent (or agents in this group) received, where the consultations were associated with customer interactions that were transferred to or conferenced with the agent. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of times that this agent participated in consultations that the agent received, where the consultations were associated with customer interactions that were transferred to or conferenced with the agent.
  • Agent Group Attribute: The total number of times that agents who belong to this agent group participated in consultations that the agents received, where the consultations were associated with customer interactions that were transferred to or conferenced with the agents.
Disposition Voice Number Agent > Activity A_CONSULT_RCV_ACC_WARM AG2_AGENT_[*].CONSULT_RCV_ACC_WARM or AG2_AGENT_GRP_[*].CONSULT_RCV_ACC_WARM Agent Utilization Report yes yes AgentActivityConsultReceivedAcceptedWarm
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Accepted Warm Consult Received Accepted Warm The total number of times that this agent participated in consultations that the agent received, where the consultations were distributed or pulled from this queue, associated with customer interactions, and transferred to or conferenced with the agent. The total number of times that this agent participated in consultations that the agent received, where the consultations were distributed or pulled from this queue, associated with customer interactions, and transferred to or conferenced with the agent. Disposition Voice Number Agent > Activity > Queue A_CONSULT_RCV_ACC_WARM AG2_AGENT_QUEUE_[*].CONSULT_RCV_ACC_WARM yes yes AgentActivityQueueConsultReceivedAcceptedWarm
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Hold Consult Received Hold The total number of times that this agent (or agents in this group) was on hold during simple consultations that the agent received where the consultations were associated with customer interactions. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of times that this agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions.
  • Agent Group Attribute: The total number of times that agents from this agent group were on hold during simple consultations that they received where the consultations were associated with customer interactions.
Disposition Voice Number Agent > Activity Outbound Contact > Agent Contact A_CONSULT_RECEIVED_HOLD AG2_AGENT_[*].CONSULT_RECEIVED_HOLD or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD yes yes AgentActivityConsultReceivedHold
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Hold Consult Received Hold The total number of times that this agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions and were distributed from this queue. The total number of times that this agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions and were distributed from this queue. Disposition Voice Number Agent > Activity > Queue A_CONSULT_RECEIVED_HOLD AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD yes yes AgentActivityQueueConsultReceivedHold
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Time Consult Received Time
  • Agent Attribute: The total amount of time that this agent (or agents in this agent group) was engaged as a recipient in collaborations or simple consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total amount of time that this agent was engaged as a recipient in collaborations or simple consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
  • Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged as recipients in collaboration or simple consultation, including related hold durations, where the collaborations/consultations were associated with customer interactions.

This metric is attributed to the interval in which this agent was offered the collaboration/consultation request.

Disposition All (except Chat) Number Agent > Activity Agent > State and Reason > Interaction State Outbound Contact > Agent Contact A_CONSULT_RECEIVED_TIME Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME Agent Performance Dashboard Agent Group Business Attribute Report Agent Interval Based Report Agent Report Agent Summary Activity Report (Interaction) yes yes AgentActivityConsultReceivedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Time Consult Received Time Total amount of time that this agent was engaged as a recipient in collaboration or simple consultation, including hold durations, where the collaborations/consultations were distributed / pulled from this queue and associated with customer interactions. The total amount of time that this agent was engaged as a recipient in collaboration or simple consultation, including related hold durations, where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions.

This metric is attributed to the interval in which this agent was offered the collaboration/consultation request distributed from this queue.

Disposition All (except Chat) Number Agent > Activity > Queue A_CONSULT_RECEIVED_TIME Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME yes yes AgentActivityQueueConsultReceivedTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Hold Consult Received Warm Hold Consultations distributed from this queue that this agent had on hold, where the consultations were associated with customer interactions that were transferred to or conferenced with the agent, and the agent was the recipient of the consultation requests. The total number of consultations distributed from this queue that this agent had on hold, where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent. Disposition Voice Number Agent > Activity > Queue A_CONSULT_RCV_WARM_HOLD AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD yes yes AgentActivityQueueConsultReceivedWarmHold
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Hold Consult Received Warm Hold Number of consultations this agent, or agents from this group, had on hold where the consultations were associated with customer interactions and transferred to or conferenced with the agent, and the agent was the recipient of the consultation requests. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total number of consultations that this agent had on hold where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.
  • Agent Group Attribute: The total number of consultations that agents, who belong to this agent group, had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Disposition Voice Number Agent > Activity Outbound Contact > Agent Contact A_CONSULT_RCV_WARM_HOLD AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD yes yes AgentActivityConsultReceivedWarmHold
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Time Consult Received Warm Time The total amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. The description of this metric varies according to the attributes and filters in the report query:
  • Agent Attribute: The total amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
  • Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.

This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. Time begins when the consult interaction is received and ends when the customer interaction is transferred to or conferenced with this agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.

Disposition Voice Number Agent > Activity Outbound Contact > Agent Contact A_CONSULT_RCV_WARM_TIME Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME Agent Performance Dashboard Agent Report yes yes AgentActivityConsultReceivedWarmTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Time Consult Received Warm Time The total amount of time that this agent was engaged as a recipient in collaborations or consultations, where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions. The total amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions.

This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. Time begins when the consult interaction is received and ends when the customer interaction is transferred to or conferenced with this agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.

Disposition Voice Number Agent > Activity > Queue A_CONSULT_RCV_WARM_TIME Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME yes yes AgentActivityQueueConsultReceivedWarmTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Wrap Consult Received Warm Wrap This metric is no longer populated. This metric is no longer populated. Dispostion Voice Number Agent > Activity > Queue A_CONSULT_RCV_WARM_WRAP AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_WRAP yes yes 9.0 AgentActivityQueueConsultReceivedWarmWrap
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Wrap Consult Received Warm Wrap This metric is no longer populated. This metric is no longer populated. Dispostion Voice Number Agent > Activity Outbound Contact > Agent Contact A_CONSULT_RCV_WARM_WRAP AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP yes yes 9.0 AgentActivityConsultReceivedWarmWrap
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Wrap Time Consult Received Warm Wrap Time This metric is no longer populated. This metric is no longer populated. Dispostion Voice Number Agent > Activity Outbound Contact > Agent Contact A_CONSULT_RCV_WARM_WRAP_TIME AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME Agent Performance Dashboard Agent Report yes yes 9.0 AgentActivityConsultReceivedWarmWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Warm Wrap Time Consult Received Warm Wrap Time This metric is no longer populated. This metric is no longer populated. Dispostion Voice Number Agent > Activity > Queue A_CONSULT_RCV_WARM_WRAP_TIME AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_WRAP_TIME yes yes 9.0 AgentActivityQueueConsultReceivedWarmWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Wrap Consult Received Wrap The total number of times that this agent (or an agent in this group) was in ACW (Wrap) state after requests for simple consultation that the agent accepted where the consultations were associated with customer interactions. The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attibute: The total number of times that this agent was in ACW (Wrap) state after requests for simple consultation that the agent accepted where the consultations were associated with customer interactions.
  • Agent Group Attibute: The total number of times that agents who belong to this agent group were in ACW state after requests for simple consultation that they accepted where the consultations were associated with customer interactions.
Disposition Voice Number Agent > Activity Outbound Contact > Agent Contact A_CONSULT_RECEIVED_WRAP AG2_AGENT_[*].CONSULT_RECEIVED_WRAP or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP yes yes AgentActivityConsultReceivedWrap
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Wrap Consult Received Wrap The total number of times that this agent was in ACW state after requests for simple consultation that the agent accepted and that were distributed from this queue where the consultations were associated with customer interactions. The total number of times that this agent was in ACW state after requests for simple consultation that the agent accepted and that were distributed from this queue where the consultations were associated with customer interactions. Disposition Voice Number Agent > Activity > Queue A_CONSULT_RECEIVED_WRAP AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_WRAP yes yes AgentActivityQueueConsultReceivedWrap
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Wrap Time Consult Received Wrap Time The total amount of time that this agent (or an agent in this group) was in ACW (Wrap) state after simple consultations that the agent accepted, where the consultations were associated with customer calls. The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attribute: The total amount of time that this agent was in ACW (Wrap) state after simple consultations that the agent accepted, where the consultations were associated with customer calls.
  • Agent Group Attribute: The total amount of time that agents who belong to this agent group were in ACW state after simple consultations that the agents accepted, where the consultations were associated with customer calls.

This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.

Disposition Voice Number Agent > Activity Agent > State and Reason > Interaction State Outbound Contact > Agent Contact A_CONSULT_RECEIVED_WRAP_TIME AG2_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP_TIME Agent Performance Dashboard Agent Report yes yes AgentActivityConsultReceivedWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Received Wrap Time Consult Received Wrap Time The total amount of time that this agent spent in ACW state after simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls. The total amount of time that this agent spent in ACW state after simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls.

This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.

Disposition Voice Number Agent > Activity > Queue A_CONSULT_RECEIVED_WRAP_TIME AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_WRAP_TIME yes yes AgentActivityQueueConsultReceivedWrapTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Responses Consult Responses For email, the total number of collaboration replies that were initiated by this agent (or by an agent in this agent group). For voice, this metric is the same as Agent > Activity > Consult Received Accepted. The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attribute: For email, the total number of collaboration replies that were initiated by this agent. For voice, this metric is the same as Agent > Activity > Consult Received Accepted.
  • Agent Group Attribute: For email, the total number of collaboration replies that were initiated by agents who belong to this agent group. For voice, this metric is the same as Agent > Activity > Consult Received Accepted.
Disposition All (except Chat) Number Agent > Activity A_CONSULT_RESPONSES AG2_AGENT_[*].CONSULT_RESPONSES or AG2_AGENT_GRP_[*].CONSULT_RESPONSES Agent Utilization Report yes yes AgentActivityConsultResponses
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Consult Responses Consult Responses For email, the total number of collaboration replies that were initiated by this agent for customer interactions that were distributed from this queue.

For voice, this metric is the same as Agent > Activity > Consult Received Accepted.

For email, the total number of collaboration replies that were initiated by this agent for customer interactions that were distributed from this queue.

For voice, this metric is the same as Agent > Activity > Consult Received Accepted.

Disposition All (except Chat) Number Agent > Activity > Queue A_CONSULT_RESPONSES AG2_AGENT_QUEUE_[*].CONSULT_RESPONSES yes yes AgentActivityQueueConsultResponses
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Duration Duration The difference between the beginning and end of the agent’s interaction-related state. The difference between the beginning and end of the agent’s interaction-related state. Detail All Number Agent > Detail > State STATE_DURATION SM_RES_STATE_FACT_GI2.TOTAL_DURATION Agent State Details Report yes yes AgentDetailStateDuration
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Duration Duration The difference between the beginning and end of the agent’s state. The difference between the beginning and end of the agent’s state. Detail All Number Agent > Detail > Ixn State IRSF_DURATION Calculated as IXN_RESOURCE_STATE_FACT_GI2.END_TS minus IXN_RESOURCE_STATE_FACT_GI2.START_TS. yes yes AgentDetailIxnStateDuration
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Engage Time Engage Time For interactions that were distributed or pulled from this queue, the total amount of time that this agent was engaged with customers on interactions that the agent received. For interactions that were distributed or pulled from this queue, the total amount of time that this agent was engaged with customers on interactions that the agent received.

This metric excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time, and time that is spent in collaboration or consultation.

Disposition All Number Agent > Activity > Queue A_ENGAGE_TIME AG2_AGENT_QUEUE_[*].ENGAGE_TIME Agent Queue Report yes yes AgentActivityQueueEngageTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Engage Time Engage Time The total amount of time that this agent (or an agent in this agent queue) was engaged with customers on interactions that the agent received. The description of this metric varies depending on attributes and filters in the report query:
  • Agent Attribute: The total amount of time that this agent was engaged with customers on interactions that the agent received.
  • Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged with customers on interactions that the agents received.

This metric excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time, and time that is spent in collaboration or consultation.

Disposition All Number Agent > Activity Agent > State and Reason > Interaction State Outbound Contact > Agent Contact A_ENGAGE_TIME AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME Agent Performance Dashboard Supervisor Dashboard Agent Group Business Attribute Report Agent Interaction State Agent Interval Based Report Agent Outbound Campaign Report Agent Report Agent Summary Activity Report (Interaction) yes yes AgentActivityEngageTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Focus Focus The total number of times that the agent was in the focus state while working on media sessions. Includes only cases where the agent was actively working on the interaction that is the subject of the IRF, and requires WDE is configured to report focus time. The total number of times that the agent was in the focus state while working on media sessions. Includes only cases where the agent was actively working on the interaction that is the subject of the IRF, and requires WDE is configured to report focus time. Disposition Agent > Activity AG2_AGENT_*.FOCUS yes yes AgentActivityFocus
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Focus Focus Total number of times that the agent was in the focus state while working on media sessions. Includes only cases where the agent was actively working on the interaction that is the subject of the IRF, and requires WDE is configured to report focus time. Total number of times that the agent was in the focus state while working on media sessions. Includes only cases where the agent was actively working on the interaction that is the subject of the IRF, and requires WDE is configured to report focus time. Disposition Agent > Activity > Queue AG2_AGENT_QUEUE_[*].FOCUS yes yes AgentActivityQueueFocus
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Focus Time Focus Time The total amount of time that this agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop. The total amount of time that this agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop. Disposition Agent > Activity ??? AG2_AGENT_*.FOCUS_TIME yes yes AgentActivityFocusTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Focus Time Focus Time The total time that the agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop. The total time that the agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop. Disposition Agent > Activity > Queue AG2_AGENT_QUEUE_[*].FOCUS_TIME yes yes AgentActivityQueueFocusTime
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Group Combination Group Combination This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT hierarchy. This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT hierarchy. All Number Agent > Activity A_GROUP_COMBINATION AG2_AGENT_[*].GROUP_COMBINATION_KEY yes yes AgentActivityGroupCombination
Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics Group Combination Group Combination This metric is reserved for internal use to employ a key for a particular resource-group combination from the SM_RES_STATE_FACT table. This metric is reserved for internal use to employ a key for a particular resource-group combination from the SM_RES_STATE_FACT table. All Number Agent > State and Reason > Interaction State STATE_GROUP_COMBINATION SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY yes yes AgentStateandReasonInteractionStateGroupCombination

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