View table: GCXI_Metric
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 2,044 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 | 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:
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:
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:
|
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:
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. |
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 | 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 | 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:
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:
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:
|
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:
|
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:
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:
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:
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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:
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:
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:
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:
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:
|
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:
|
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:
|
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:
|
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:
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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:
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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:
|
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 |
|
The description of this metric varies according to the attributes and filters in the report query:
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:
|
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:
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:
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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:
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:
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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 | 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. | Disposition | All | Number | Agent > Activity | Agent > Activity > Queue | AG2_AGENT_CUSTOMER_TALK_COUNT | yes | yes | 100.0.029.0000 | AgentActivityEngage | |||||||||
| 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:
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 |