Template: GCXI Metrics DisplayDetails

Subordinate query template to supplement Template:GCXI_Metrics_Display, to get details to display, by subfolder, on Metrics pages in the GCXI Project Guide. The details include metrics specified both directly and indirectly (via displaysInFolder). The template uses Template:GCXI_Metrics_DisplayFormat to format the output.

Content is:

==Folder: {{{folder}}}==
{{#cargo_query:
tables=GCXI_Metric,GCXI_Metric__displaysInFolder
|join on=GCXI_Metric._ID=GCXI_Metric__displaysInFolder._rowID
|fields=GCXI_Metric.metric=metric,GCXI_Metric.displayName=displayName,GCXI_Metric.shortDesc=shortDesc,GCXI_Metric.longDesc=longDesc,GCXI_Metric.type=type,GCXI_Metric.mediaType=mediaType,GCXI_Metric.dataType=dataType,REPLACE('{{{folder}}}','>','>')=displayFolder,GCXI_Metric.internalMetricID=internalMetricID,GCXI_Metric.dbTable=dbTable,GCXI_Metric.calculation=calculation,GCXI_Metric._ID=MetricID,GCXI_Metric.project=project,GCXI_Metric.notproject=notproject,GCXI_Metric.introduced=introduced,GCXI_Metric.modified=modified,GCXI_Metric.discontinued=discontinued,GCXI_Metric.anchor=anchor,CONCAT('{{{page}}}')=page
|where=GCXI_Metric._pageName LIKE "{{#switch:{{NAMESPACENUMBER}}|620=Draft:|#default=}}PEC-REP/Library/GCXIPRGLibrary/%%"{{#switch:{{#explode:{{{page}}}|/|2}} | GCXIMCPRG = AND (GCXI_Metric.cloud LIKE "yes" OR GCXI_Metric.cloud IS NULL) AND IF(GCXI_Metric.displaysInFolder_Cloud HOLDS LIKE "%%",(GCXI_Metric.folder LIKE "{{{folder}}}" OR GCXI_Metric.displaysInFolder_Cloud HOLDS LIKE "{{{folder}}}"),(GCXI_Metric.folder LIKE "{{{folder}}}" OR GCXI_Metric.displaysInFolder HOLDS LIKE "{{{folder}}}")) | GCXIPRG = AND (GCXI_Metric.premise LIKE "yes" OR GCXI_Metric.premise IS NULL) AND IF(GCXI_Metric.displaysInFolder_Premise HOLDS LIKE "%%",(GCXI_Metric.folder LIKE "{{{folder}}}" OR GCXI_Metric.displaysInFolder_Premise HOLDS LIKE "{{{folder}}}"),(GCXI_Metric.folder LIKE "{{{folder}}}" OR GCXI_Metric.displaysInFolder HOLDS LIKE "{{{folder}}}")) | #default= }}
|limit=2000
|default=There are no metrics in this folder.
|format=template
|template={{#if:{{{formatTemplate|}}}|{{{formatTemplate}}}|GCXI_Metrics_DisplayFormat}}
|named args=yes
|group by=GCXI_Metric.displayName
|order by=GCXI_Metric.displayName
}}

Folder: {{{folder}}}

Metric name: % Abandoned		Folder: {{{folder}}}
Description: The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect.
Calculation: Refer to the Abandon Waiting For Agent and Accepted Callback metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Abandoned Inviting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of interactions that entered this queue, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agent’s DN, relative to the total number of interactions that entered this queue and were subsequently offered to a resource. Queue Group Attribute: The percentage of interactions that entered queues that belong to this queue group, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agent’s DN, relative to the total number of interactions that entered queues that belong to this queue group and were subsequently offered to a resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics.		Used in: Queue Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions that both entered this queue and were subsequently abandoned before the interactions could be distributed, relative to the total number of interactions that entered this queue. Queue Group Attribute: The percentage of customer interactions that both entered queues that belong to this queue group and were subsequently abandoned before the interactions could be distributed, relative to the total number of interactions that entered a queue that belongs to this queue group. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics.		Used in: Interaction Traffic Report Predictive Routing Queue Statistics Report Queue Dashboard Queue Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Abandoned Waiting ST 1-20		Folder: {{{folder}}}
Description: There are twenty of these metrics, % Abandoned Waiting ST1 - % Abandoned Waiting ST20, representing the percentage of interactions that entered this queue and were subsequently abandoned prior to the corresponding abandon-in-queue threshold value, relative to all interactions that entered this queue and were abandoned. This metric excludes interactions that were abandoned after distribution, but it includes short-abandoned interactions.
Calculation: Calculated based on the > Q Customer & Consults > Abandoned Waiting ST<X> > Abandoned Waiting ST<X> metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where <X> is a value between 1 and 20).		Used in: Abandon Delay Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Accept Service Level		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The service level of this queue measured as a percentage of interactions that entered this queue and were accepted within the acceptance threshold, relative to all interactions that entered this queue and were offered to a resource. Queue Group Attribute: percentage of interactions that entered queues that belong to this queue group and were accepted within the acceptance threshold to all interactions that entered queues that belong, relative to this queue group and were offered to a resource. This metric yields results other than 0 only for interactions that were accepted by an agent. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics.		Used in: Interaction Traffic Group Report Interaction Traffic Report Predictive Routing - AHT & QUEUE Predictive Routing Queue Statistics Report Queue Dashboard Queue Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Accepted		Folder: {{{folder}}}
Description: The percentage of customers who were offered the opportunity to complete a survey, who subsequently accepted the offer.
Calculation: Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric.		Used in: Survey Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Accepted Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions or warm consultations that entered this queue and were subsequently distributed and accepted by an agent, relative to the total number of interactions that entered this queue and were offered to a resource. Queue Group Attribute:The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently distributed and accepted by an agent, relative to the total number of interactions that entered queues that belong to this queue group and were offered to a resource. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics.		Used in: Interaction Traffic Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Accepted Agent ST 1-20		Folder: {{{folder}}}
Description: There are twenty of these metrics, Abandoned Waiting ST1- Abandoned Waiting ST20, representing the percentage of interactions that entered this queue and were subsequently distributed and accepted by agents prior to the corresponding service time interval (1-20), relative to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.
Calculation: Calculated based on the > Q Customer & Consults > Abandoned Waiting ST<X> > Accepted Agent ST<X> metric and the value of AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT (where <X> is a value between 1 and 20).		Used in: Speed of Accept (hours) Report Speed of Accept (seconds) Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Agent Terminated		Folder: {{{folder}}}
Description: The percentage of sessions that were terminated by the agent.
Calculation: Calculated based on the Chat > Terminated and Chat > Media Session metrics.		Used in: Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Busy Time		Folder: {{{folder}}}
Description: The percentage of the agent's time accounted for by the sum of all interaction-processing activities.
Calculation: Calculated based on the Busy Time and Active Time Summarized State metrics.		Used in: Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Email) Agent Task Dashboard Agent Utilization Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Canceled		Folder: {{{folder}}}
Description: The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed.
Calculation: Refer to the Accepted and Canceled callback metrics.		Used in: Callback Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Canceled Autocompleted Introduced: 100.0.076.0000		Folder: {{{folder}}}
Description: The percentage of automatically canceled tasks, relative to the the total number of tasks that were completed.
Calculation: Calculated as iWD > Canceled Autocompleted / iWD > Finished		Used in: Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Completed Introduced: 9.0.013		Folder: {{{folder}}}
Description: The percentage of activities that were completed during the reporting interval.
Calculation: Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics.		Used in: Activity Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: % Completed Overdue Introduced: 100.0.076.0000		Folder: {{{folder}}}
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Calculation: Calculated as iWD > Completed Overdue / iWD > Completed		Used in: Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Consult Received Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent spent on collaborations or consult interactions that the agent received, relative to the total duration within the interval of this agent’s active session on a particular media channel.
Calculation: Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics.		Used in: Agent Interval Based Report Agent Summary Activity Report (Interaction)
Media type: All (Except Chat) Data type: Number Metric type: Interval
>> Back to list

Metric name: % Customer Connected		Folder: {{{folder}}}
Description: The percentage of customer calls that connected after callback dialout, including instances where no agent was connected.
Calculation: Refer to the Callback > Customer Connected and Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Customer Terminated		Folder: {{{folder}}}
Description: The percentage of sessions that were terminated by the customer.
Calculation: Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics.		Used in: Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Declined		Folder: {{{folder}}}
Description: The percentage of customer callback offers that were declined by the customer.
Calculation: Refer to the Callback > Offered and Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Distributed		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions or warm consultations that entered this queue and were subsequently distributed to a resource to the total number of interactions that entered this queue and were offered to a resource. Queue Group Attribute: The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently distributed to a resource to the total number of interactions that entered queues that belong to this queue group and were offered to a resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. Distribution includes interactions that were: Distributed to another queue. Distributed to an unmonitored resource. Accepted, answered, or pulled. Rejected/redirected upon no answer. Abandoned by the customer while they were alerting at the agent. If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
Calculation: Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics.		Used in: Interaction Traffic Report Queue Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Engage Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent was engaged with customers, relative to the total duration within the interval of the agent’s active session on a particular media channel.
Calculation: Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics.		Used in: Agent Interaction State Agent Interval Based Report Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Error		Folder: {{{folder}}}
Description: The percentage of active interactions that received a predictive routing error score.
Calculation: Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics.		Used in: PR Performance Dashboard Predictive Routing Operational Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Failed		Folder: {{{folder}}}
Description: The percentage of BGS sessions that were interrupted during execution, due to technical issues.
Calculation: Calculated based on the value of the Chat Bot > Failed metric.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: % Finished		Folder: {{{folder}}}
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Calculation: Calculated as iWD > Finished / iWD > New		Used in: Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Finished Overdue		Folder: {{{folder}}}
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Calculation: Calculated as iWD > Finished Overdue / iWD > Finished		Used in: Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Finished Service Level		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent was engaged with customers to the total duration within the interval of the agent’s active session on a particular media channel.
Calculation: Calculated based on the Business Attribute > Finished in Threshold and Finished metrics.		Used in: Customer Perspective Report Interaction Volume Business Attribute Email Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % First Response Time Service Level		Folder: {{{folder}}}
Description: The service level that is delivered for this business attribute measured as a percentage of customer interactions that were accepted within a user-defined threshold to all customer interactions that were offered to handling resources.
Calculation: Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics.		Used in: Business Metrics Executive Report Contact Center Report Customer Perspective Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Hold Time		Folder: {{{folder}}}
Description: The percentage of time that this agent had customer interactions on hold within the interval, relative to the total duration of the agent’s active session within the interval.
Calculation: Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics.		Used in: Agent Interaction State Agent Interval Based Report Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: % Incomplete Introduced: 9.0.013		Folder: {{{folder}}}
Description: The percentage of activities that were incomplete at the end of the reporting interval.
Calculation: Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics.		Used in: Activity Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: % Interactions Less Time to Accept Introduced: 9.0.012		Folder: {{{folder}}}
Description: The percentage of interactions that were accepted by an agent before the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation: Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
>> Back to list

Metric name: % Interactions Long Time to Accept Introduced: 9.0.012		Folder: {{{folder}}}
Description: The percentage of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation: Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
>> Back to list

Metric name: % Interactions Parked Introduced: 9.0.013		Folder: {{{folder}}}
Description: The percentage of interactions that were placed in parking queue, relative to the total number of interactions that were established.
Calculation: Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: % Interactions with Less Queue Time Introduced: 9.0.013		Folder: {{{folder}}}
Description: The percentage of interactions that spent less time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation: Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: % Interactions with Long Queue Time Introduced: 9.0.013		Folder: {{{folder}}}
Description: The percentage of interactions that spent more time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation: Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: % Invite Time		Folder: {{{folder}}}
Description: The percentage of time that customer interactions spent in Invite Time relative to the total duration of the agent’s active session within the interval.
Calculation: Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics.		Used in: Agent Interaction State Agent Summary Activity Report (Interaction)
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Ixn Wrap Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent spent in ACW (Wrap) state associated with customer calls, relative to the total duration of the agent’s active session within the interval.
Calculation: Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics.		Used in: Agent Interaction State Agent Interval Based Report Agent Summary Activity Report (Interaction)
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: % Not Ready In Time		Folder: {{{folder}}}
Description: The percentage of time that this agent spent on customer interactions that were accepted within the interval while the agent was in the NotReady state, relative to the agent’s total NotReady duration within the interval for a particular media channel. Consultations and collaborations that the agent receives while in the NotReady state are excluded from this percentage.
Calculation:		Used in: Agent Not Ready Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Not Ready Out Time		Folder: {{{folder}}}
Description: The percentage of time that this agent spent on customer interactions that were dialed within the interval while the agent was in the NotReady state, relative to the agent’s total NotReady duration within the interval.
Calculation: Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics.		Used in: Agent Not Ready Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Not Ready Reason Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent was in the NotReady state that can be attributed to a specific hardware or software reason code, relative to the agent’s total NotReady duration within the interval for a particular media channel. If no reason codes have been set up in your environment, this metric returns 0.
Calculation: Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics.		Used in: Agent Not Ready Reason Code Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Not Ready Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent’s state was NotReady, relative to the total duration within the interval of the agent’s active session on a particular media channel.
Calculation: Calculated based on the Not Ready Time and Active Time Summarized State metrics.		Used in: Agent Not Ready Reason Code Report Agent Not Ready Report Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Task Dashboard Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Occupancy		Folder: {{{folder}}}
Description: The percentage of time that this agent’s state was Busy within the interval, relative to the total duration within the interval of the agent’s active session on a particular media channel. This metric reflects the percentage of time that agents actually spent handling interactions against their available or idle time.
Calculation: Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time.		Used in: Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Task Dashboard Agent Utilization Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Active Time & Predictive) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Omni Busy Time		Folder: {{{folder}}}
Description: The percentage of time 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.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type: Interval
>> Back to list

Metric name: % Omni Not Ready Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent was in the NotReady state, irrespective of media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type: Interval
>> Back to list

Metric name: % Omni Occupancy		Folder: {{{folder}}}
Description: The percentage of time that this agent’s state was Busy within the reporting interval, relative to the total duration within the interval of the agent’s active session, regardless of media channel. This metric reflects the percentage of time that agents actually spent handling interactions against their available or idle time.
Calculation: Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Omni Other State TIme		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent’s state was unknown (that is, neither Ready nor NotReady) after login, relative to the total duration within the reporting interval of the agent’s active session, regardless of media channel. An agent’s state can be neither Ready nor NotReady can occur, for instance, if the switch does not force agent DNs into the Ready state upon login.
Calculation: Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric.		Used in: Agent Omnichannel Activity Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Omni Ready Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent’s state was Ready, relative to the total duration within the interval of the agent’s active session, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type: Interval
>> Back to list

Metric name: % Omni Wrap Time		Folder: {{{folder}}}
Description: The percentage of time that this agent spent in ACW (Wrap) state within the interval, relative to the total duration of the agent’s active session within the interval, regardless of media channel.
Calculation: Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics.		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type: Interval
>> Back to list

Metric name: % Other State Time		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent’s state was unknown (that is, neither Ready nor NotReady) after login, relative to the total duration within the interval of the agent’s active session on a particular media channel. The situation in which an agent’s state is neither Ready nor NotReady can occur if the switch, for instance, does not force agents’ DNs into the Ready state upon login.
Calculation: Calculated based on the Other State Time and Active Time Summarized State metrics.		Used in: Agent Summarized State Agent Summary Activity Report (Active) Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Ready TIme		Folder: {{{folder}}}
Description: The percentage of time within the interval that this agent’s state was Ready, relative to the total duration within the interval of the agent’s active session on a particular media channel.
Calculation: Calculated based on the Ready Time and Active Time Summarized State metrics.		Used in: Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Email) Agent Task Dashboard Agent Utilization Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: % Sent QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The percentage of sent emails that were send with QA review to customer.
Calculation: Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: % Session Inactive		Folder: {{{folder}}}
Description: The percentage of sessions that were terminated due to inactivity (ENDED_REASON='INACTIVE').
Calculation: Calculated based on the Chat > Session Inactive and Chat > Media Session metrics.		Used in: Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Session Missed		Folder: {{{folder}}}
Description: aka % Chats Missed. Percentage of chats requested by clients that were not answered by agents.
Calculation: Calculated based on the Chat > Session Missed and Chat > Media Session metrics.		Used in: Chat Session Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Session Only with Bots		Folder: {{{folder}}}
Description: The percentage of media sessions handled by bots, without agent involvement.
Calculation: Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics.		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: % Session Transferred		Folder: {{{folder}}}
Description: aka % Chats Transferred. The percentage of sessions that were transferred to an agent.
Calculation: Calculated based on the Chat > Session Transferred and Chat > Media Session metrics.		Used in: Chat Session Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Session with Bot		Folder: {{{folder}}}
Description: The percentage of media sessions in which bots participated.
Calculation: Calculated based on the Chat > Session with Bot and Chat > Media Session metrics.		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: % Short Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions that entered this queue and were abandoned within a specific threshold, relative to the total number of customer interactions that entered this queue and were abandoned. Queue Group Attribute:The percentage of customer interactions that entered queues that belong to this queue group and were abandoned within a specific threshold, relative to the total number of customer interactions that entered queues that belong to this queue group and were abandoned. The count excludes interactions that were abandoned after distribution. This metric relies on the value of short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Successful		Folder: {{{folder}}}
Description: The percentage of callbacks that successfully connected the customer with an agent.
Calculation: Refer to the Callback > Successful and Callback > Accepted callback metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Transfer Initiated		Folder: {{{folder}}}
Description: The percentage of accepted customer interactions that were transferred (warm or blind) by this agent.
Calculation: Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Transfer Initiated Agent		Folder: {{{folder}}}
Description: Of the customer interactions that entered this queue (or queue in this queue group) and were distributed/accepted, the percentage that were transferred (warm or blind) by agents.
Calculation: Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics.		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Transfer Received Accepted		Folder: {{{folder}}}
Description: The description of this metric depends on the attributes and filters in the report query: Agent Attribute: The percentage of accepted customer interactions that were successfully transferred (warm or blind) to this agent. Agent Group Attribute: The percentage of accepted customer interactions that were successfully transferred (warm or blind) to agents who belong to this agent group.
Calculation: Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics.		Used in: Agent Group Interaction Handling Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Unsuccessful		Folder: {{{folder}}}
Description: The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled).
Calculation: Refer to the Callback > Successful and Callback > Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Wrap In Time		Folder: {{{folder}}}
Description: The percentage of time that this agent spent on customer interactions received within the interval while the agent DNs were in ACW (Wrap) state, relative to the DN’s total ACW state duration within the interval.
Calculation: Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics.		Used in: Agent Wrap Report
Media type: Voice, Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: % Wrap Out Time		Folder: {{{folder}}}
Description: The percentage of time that this agent spent on customer interactions that the agent dialed within the interval while the agent’s DNs were in ACW (Wrap) state, relative to the DNs’ total duration in the ACW summarized state within the interval
Calculation: Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics.		Used in: Agent Wrap Report
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: % Wrap Time		Folder: {{{folder}}}
Description: The percentage of time that this agent spent in ACW (Wrap) state within the interval, relative to the total duration of the agent’s active session within the interval.
Calculation: Calculated based on the Wrap Time and Active Time Summarized State metrics.		Used in: Agent Summarized State Agent Summary Activity Report (Active) Agent Wrap Report Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: Abandon Waiting For Agent		Folder: {{{folder}}}
Description: The total number of times that customer callbacks were abandoned by the customer while waiting for an agent to connect.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Abandoned in Queue Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of interactions that entered the Self-Service phase of the Designer application, requested Assisted-Service, and were subsequently abandoned while waiting in queue. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Abandoned in Self Service Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of interactions that entered the Self-Service phase of the Designer application and were subsequently abandoned in Self-Service. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Abandoned Inviting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: 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 or ringing at an agent. Queue Group Attribute: The total number of times that customer interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent.
Calculation:		Used in: Queue Outline Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Abandoned Waiting		Folder: {{{folder}}}
Description: Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes)
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Abandoned Waiting ST 1-20		Folder: {{{folder}}}
Description: There are twenty of these metrics, Abandoned Waiting ST1- Abandoned Waiting ST20, representing the total number of times that interactions entered this queue and were subsequently abandoned prior to the first abandon threshold. If the corresponding abandon threshold is not configured, this metric uses no limit as the upper boundary of the abandon interval. Abandon thresholds are defined within the [agg-gim-thld-QUEUE-ABN] section.
Calculation:		Used in: Abandon Delay Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Abandoned Waiting Time		Folder: {{{folder}}}
Description: The total amount of time that customers spent waiting for a response in sessions that they eventually abandoned before connecting to an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Accept Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions waited in this queue before they were accepted, answered, or pulled by handling resources. Queue Group Attribute: The total amount of time that customer interactions waited in a queue that belong to this queue group before they were accepted, answered, or pulled by handling resources. The duration starts when interactions enter the queue and ends when the interactions are accepted by the target resource—thereby, including alert (ring) time.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accept Time Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions waited in this queue before they were accepted, answered, or pulled by agents. Queue Group Attribute: The total amount of time that customer interactions waited in queues that belong to this queue group before they were accepted, answered, or pulled by agents. Duration starts when the interaction enters the queue and ends when the interaction is accepted, answered, or pulled by an agent—thereby, including alert (ring) time.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accept To Complete Time Introduced: 100.0.076.0000		Folder: {{{folder}}}
Description: Total number of seconds between the time when a task was assigned for the first time, and the time when the task was completed. This is calculated as the difference between the task-finished and task-assigned timestamps for finished tasks, during the given time interval. This metric reflects how much time tasks spent in being handled, before they were completed.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Acceptance Rate		Folder: {{{folder}}}
Description: Percentage of engagements that were accepted by an agent.
Calculation: Calculated as the value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Chat Engagement Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Accepted		Folder: {{{folder}}}
Description: The total number of times that callback was accepted by a customer
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or warm consultations that were distributed from this queue, were accepted, answered, or pulled by an agent. Queue Group Attribute: The total number of times that customer interactions or warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent.
Calculation:		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Agent in Threshold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or established warm consultations that were distributed from this queue were accepted, answered, or pulled by an agent within the acceptance threshold. Queue Group Attribute: The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by an agent within the acceptance threshold. This metric relies on the value of the accepted-by-agent threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Agent ST 1-20		Folder: {{{folder}}}
Description: There are twenty of these metrics, Abandoned Waiting ST1- Abandoned Waiting ST20, representing the total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent prior to the first service time service time interval threshold. If the corresponding service time threshold is not defined, this metric uses no limit as the upper boundary of the service time interval. Speed-of-accept thresholds are defined within the [agg-gim-thld-QUEUE-ACC] section.
Calculation:		Used in: Speed of Accept (hours) Report Speed of Accept (seconds) Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Eventually		Folder: {{{folder}}}
Description: The total number of customer interactions and consultations (warm or simple) that were accepted by this agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Accepted Immediate		Folder: {{{folder}}}
Description: The total number of times that IMMEDIATE callback was accepted by a customer.
Calculation:		Used in: Callback Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted in Threshold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or established warm consultations that were distributed from this queue were accepted, answered, or pulled by a handling resource within the acceptance threshold. Queue Group Attribute: The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by a handling resource within the acceptance threshold. This metric relies on the value of the acceptance threshold configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Others		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of interactions that entered this queue and were subsequently distributed and accepted, answered, or pulled by a resource other than an agent, place DN, or extension DN. Queue Group Attribute: The total number of interactions that entered queues that belong to this queue group and were subsequently distributed and accepted, answered, or pulled by a resource other than an agent, place DN, or extension DN. This metric is calculated as the difference between the total number of interactions that were accepted, answered, or pulled and the total number of interactions that were accepted, answered, or pulled by an agent resource.
Calculation: Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics.		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Scheduled		Folder: {{{folder}}}
Description: The total number of times that SCHEDULED callback was accepted by a customer.
Calculation:		Used in: Callback Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Thread		Folder: {{{folder}}}
Description: The total number of customer-interaction threads that were accepted, initiated, or pulled by handling resources. This metric includes a handling resource’s first participation in outbound replies to inbound interactions.
Calculation:		Used in: This metric is not used in any reports.
Media type: Async Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted Unique		Folder: {{{folder}}}
Description: The total number of logical interactions that were accepted, initiated, or pulled by this agent. This metric includes an agent's first participation in outbound replies to inbound interactions.
Calculation:		Used in: Async Chat Dashboard Chat Agent Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Accepted Wait For Agent		Folder: {{{folder}}}
Description: The total number of times that WAIT FOR AGENT callback was accepted by a customer.
Calculation:		Used in: Callback Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Actionability		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Actionability Score		Folder: {{{folder}}}
Description: The total score, assigned to interactions of this business attribute, that measures the degree to which interactions required agent attention.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Active		Folder: {{{folder}}}
Description: The total amount of time (HH:MM:SS) attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Metric type: Disposition
>> Back to list

Metric name: Active Time		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Login-Logout Details Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Activities Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total number of activities that began during the reporting interval.
Calculation:		Used in: Activity by Final Disposition Report Activity Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Activity Duration Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total amount of time attributed to the activity during the reporting interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Added Agent		Folder: {{{folder}}}
Description: Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes)
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Added Agents		Folder: {{{folder}}}
Description: The total number of times agents were successfully added to a callback call.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Agent		Folder: {{{folder}}}
Description: The number of parties that participated in the session as an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Agent - Queue A Group Combination		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Agent - Queue Q Group Combination		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Agent Disconnect First		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Conduct Report Agent Performance Dashboard Agent Report
Media type: Chat, Open (sync), Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Agent Rank		Folder: {{{folder}}}
Description: The agent's predictive routing score ranked against all other agents in the target group, where 1 is the rank of the agent with the best score.
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Agent Reply Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of emails that agents replied to customer.
Calculation:		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Agent Reply QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of emails that agents replied with QA review to customer.
Calculation:		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Agent Reply without QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of emails that agents replied without QA review to customer.
Calculation: Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Agent Response Time		Folder: {{{folder}}}
Description: The total amount of time that an agent spent responding to a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Agent Responses		Folder: {{{folder}}}
Description: The total number of times that agents responded to a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Chat Data type: Metric type: Disposition
>> Back to list

Metric name: Agent Score		Folder: {{{folder}}}
Description: Predictive routing score for the agent that handled the interaction.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Metric type: Disposition
>> Back to list

Metric name: Agent Terminated		Folder: {{{folder}}}
Description: The total number of sessions that were terminated by the agent.
Calculation:		Used in: Chat Termination Report
Media type: Chat Data type: Metric type:
>> Back to list

Metric name: Agent Wait		Folder: {{{folder}}}
Description: The total number of times that agents waited for a reply from a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Agent Wait Time		Folder: {{{folder}}}
Description: The total amount of time that agents spent waiting for replies from customers.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Alert Duration Introduced: 9.0.012		Folder: {{{folder}}}
Description: The number of seconds that an interaction alerted at the agent's DN before being accepted.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: number Metric type:
>> Back to list

Metric name: All SIT		Folder: {{{folder}}}
Description: The sum of all contact-attempt special information tone (SIT) metric for which the call result was one of the following: SIT_INVALID_NUMBER SIT_NC SIT_IC SIT_RO SIT_VC SIT_DETECTED SIT_UNKNOWN_CALL_STATE The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation: Calculated based on the following metrics from the Contact Attempt folder: SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT Vacant, SIT Detected, and SIT Unknown.		Used in: Contact List Effectiveness
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Answered		Folder: {{{folder}}}
Description: The total number of customer interactions that were answered by a handling resource.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Answering Machine Detected		Folder: {{{folder}}}
Description: The total number of times attributed to the reporting interval that the system detected an answering machine for contact attempts from this campaign (CALL_RESULT_CODE= 'ANSWERING_MACHINE_DETECTED').
Calculation:		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: ASA		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time, in seconds, that customers waited before their interactions—distributed from this queue—were accepted by a handling resource. Queue Group Attribute: The average amount of time, in seconds, that customers waited before their interactions—distributed from queues that belong to the queue group—were accepted by a handling resource. This metric is identical to Queue\Avg Accept Time.
Calculation: Calculated based on the Queue > Accept Time and Queue > Accepted metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: ASA (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time, in HH:MM:SS, that customers waited before their interactions—distributed from this queue—were accepted by a handling resource. Queue Group Attribute: The average amount of time, in HH:MM:SS, that customers waited before their interactions—distributed from queues that belong to the queue group—were accepted by a handling resource. This metric is identical to Queue\Avg Accept Time.
Calculation: Calculated based on the Queue > Accept Time and Queue > Accepted metrics.		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Assisted Service Duration		Folder: {{{folder}}}
Description: The total amount of time attributed to the Assisted-Service phase of the Designer application.
Calculation:		Used in: Application Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Attempt 1		Folder: {{{folder}}}
Description: The total number of callback connections that were successfully completed on the first callback attempt.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Attempt 2		Folder: {{{folder}}}
Description: The total number of callback connections that were successfully completed on the second callback attempt.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Attempt 3		Folder: {{{folder}}}
Description: The total number of callback connections that were successfully completed on the third callback attempt.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Attempt 4		Folder: {{{folder}}}
Description: The total number of callback connections that were successfully completed on the fourth callback attempt.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Attempted		Folder: {{{folder}}}
Description: The total number of callback attempts, including the one that succeeded.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Attempts		Folder: {{{folder}}}
Description: The total number of contact attempts that the Outbound Contact Server processed for this campaign regardless of the disposition of each attempt or how the attempt was initiated.
Calculation:		Used in: Campaign Summary Report Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Automated Reply Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of automated replies were sent to the customer.
Calculation:		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Average Thread Handle Time Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Average handle duration of all chats in all threads.
Calculation: Calculated as AG2_CHAT_THREAD_STATS.HANDLE_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Average Thread Response Time Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: For served threads, the average amount of time between clients' messages and the subsequent agents' messages.
Calculation: Calculated as AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customer interactions spent at this queue before they were abandoned or dropped for any reason. Queue Group Attribute: The average amount of time that customer interactions spent at queues that belong to this queue group before they were abandoned or dropped for any reason. This average includes the duration and count of short-abandoned interactions.
Calculation: Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics.		Used in: Interaction Traffic Group Report Interaction Traffic Report Queue Dashboard Queue Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Accept Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customers waited before their interactions—distributed from this queue—were accepted by a handling resource. Queue Group Attribute: The average amount of time that customers waited before their interactions—distributed from queues that belong to the queue group—were accepted by a handling resource. This metric is identical to the Queue > ASA metric.
Calculation: Calculated based on the Queue > Accept Time and Queue > Accepted metrics.		Used in: Interaction Traffic Group Report Interaction Traffic Report Predictive Routing - AHT & QUEUE Predictive Routing Queue Statistics Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Accept Time Agent		Folder: {{{folder}}}
Description: The average amount of time that customer interactions waited in this queue or queue group before they were accepted by agents. This duration includes alert (ring) time.
Calculation: Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Accept To Complete Time Introduced: 100.0.076.0000		Folder: {{{folder}}}
Description: The average amount of time, in seconds, from a time when a task was assigned for the first time to the time when a task was completed. This is calculated as the (task-finished - task-assigned) timestamp for finished tasks during the given time interval. This measure reflects how long tasks were handled before they were completed.
Calculation: If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished		Used in: Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Actionability Score		Folder: {{{folder}}}
Description: The average actionability score, assigned to interactions that entered or began within the contact center and were 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.
Calculation: Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Activity Duration Introduced: 9.0.013		Folder: {{{folder}}}
Description: The average amount of time attributed to activities during the reporting interval.
Calculation: Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics.		Used in: Activity Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Avg Added Agents		Folder: {{{folder}}}
Description: The average score measuring how often agents were successfully added to a callback call.
Calculation: Refer to the Callback > Callbacks and Callback > Added Agents metrics.		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Agent Score		Folder: {{{folder}}}
Description: The sum of all Agent Scores (gpmAgentScore), divided by the total number of interactions where GPR was active.
Calculation: Calculated based on the Queue > Queue Predictive Routing > Agent Score and Queue > Queue Predictive Routing > Active metrics.		Used in: Predictive Routing Queue Statistics Report
Media type: All Data type: Metric type: Disposition
>> Back to list

Metric name: Avg Assisted Service Duration Introduced: 9.0.013		Folder: {{{folder}}}
Description: The average amount of time that callers spent in the Assisted-Service phase of the Designer application.
Calculation: Calculated based on the value of the Designer > Assisted Service Duration metric.		Used in: Application Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Before Co-browse Started Time		Folder: {{{folder}}}
Description: The average amount of time between the beginning of an interaction and the initiation of the first Co-browse session.
Calculation: Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS).		Used in: Co-browse Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Avg Block Duration		Folder: {{{folder}}}
Description: The average amount of time spent in each block.
Calculation: Calculated based on the value of the Designer > Block Duration metric.		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Bots per Media Session		Folder: {{{folder}}}
Description: Avg Number of Bot Gateway Server (BGS) sessions per media session.
Calculation: Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Media Sessions metric.		Used in: Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Bots per Session with Bot		Folder: {{{folder}}}
Description: Avg Number of Bot Gateway Server (BGS) sessions per media session in which bots participated.
Calculation: Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric.		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Characters per Session typed by Agent		Folder: {{{folder}}}
Description: The average number of characters typed by agents, per session.
Calculation: Calculated as the value of the Chat > Messages From Agent Size metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Message Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Clear Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customer interactions spent in a queue before they were cleared from this virtual queue. Queue Group Attribute: The average amount of time that customer interactions spent in a queue before they were cleared from virtual queues that belong to this queue group.
Calculation: Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics.		Used in: Queue Dashboard Queue Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Conference Accepted Handle Time Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: 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.
Calculation: Calculated based on the Conference Accepted Time and Conference Received Accepted metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Consult Initiated Time		Folder: {{{folder}}}
Description: 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.
Calculation: Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics.		Used in: Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Consult Received Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents were engaged in collaborations or consultations that were distributed from this queue, where the agents were the recipients of the collaboration/consultation requests. Queue Group Attribute: The average amount of time that agents were engaged in collaborations or consultations that were distributed from queues that belong to this queue group, where the agents were the recipients of the collaboration/consultation requests.
Calculation: Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics.		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Consult Received Warm Time		Folder: {{{folder}}}
Description: 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.
Calculation: Calculated based on the Queue > Consult Received Warm Time and Queue > Consult Received Accepted Warm metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Consult Received Warm Wrap Time		Folder: {{{folder}}}
Description: The average amount of time that this agent spent in ACW state following consultations that the agent requested and received, where the consultations were distributed from this queue and associated with customer interactions that were transferred to or conferenced with the agent. This metric includes: ACW durations that were associated with conferences where the customer leaves the interaction Internal interactions that were transferred to the agent
Calculation: Calculated based on the Queue > Consult Received Warm Wrap Time and Queue > Consult Received Accepted Warm Wrap metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Consult Received Wrap Time		Folder: {{{folder}}}
Description: 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.
Calculation: Calculated based on the Queue > Consult Received Wrap Time and Queue > Consult Received Wrap metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg CPD Dial Time		Folder: {{{folder}}}
Description: The average dial duration, in milliseconds, of OCS-initiated calls. Average dial duration for established calls is available only when the CPD Server is used for dialing.
Calculation: Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics.		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg CPD Time		Folder: {{{folder}}}
Description: The average amount of time, in milliseconds, of call-progress detection for contact attempts initiated during this reporting interval.
Calculation: Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics.		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg CPD Transfer Time		Folder: {{{folder}}}
Description: The average amount of time, in milliseconds, of CPD transfers completed during the reporting interval.
Calculation: Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics.		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Distribute Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customer interactions or established warm consultations spent in this queue before they were distributed. Queue Group Attribute: The average amount of time that customer interactions or established warm consultations spent in queues that belong to this queue group before they were distributed. Distribution includes interactions that were: Distributed to another queue. Distributed to an unmonitored resource. Accepted, answered, or pulled. Rejected/redirected upon no answer. Abandoned by the customer while they were alerting at the agent. If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
Calculation: Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics.		Used in: Queue Dashboard Queue Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Duration for Accepting Interactions Introduced: 9.0.012		Folder: {{{folder}}}
Description: The average amount of time (([h]:mm:ss) that interactions alerted at the agent's DN before being accepted.
Calculation: Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric.		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
>> Back to list

Metric name: Avg Engage Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: For customer interactions that were distributed or pulled from this queue, the average amount of time that agents were engaged with customers. Queue Group Attribute: For customer interactions that were distributed or pulled from queues that belong to this queue group, the average amount of time that agents were engaged with customers.
Calculation: Calculated based on the Queue > Engage Time and Queue > Accepted Agent metrics.		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Finish No Response Time		Folder: {{{folder}}}
Description: The average amount of time of completed customer interactions that were assigned this business attribute for which no response (excluding acknowledgements) was sent to the customer.
Calculation: Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics.		Used in: Contact Center Dashboard Contact Center Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Finish Response Time		Folder: {{{folder}}}
Description: The average duration of completed customer interactions that both had a response by a handling resource and were assigned this business attribute. This duration includes the entire lifespan of the interaction including processing, queueing, and handling.
Calculation: Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics.		Used in: Contact Center Dashboard Contact Center Report Customer Perspective Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Finish Time		Folder: {{{folder}}}
Description: The average amount of time that it took to complete customer interactions that were assigned this business attribute.
Calculation: Calculated based on the Business Attribute > Finish Time and Finished metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg First Response Agent Time		Folder: {{{folder}}}
Description: The average amount of time, including mediation duration, that elapsed before the first time an agent responded to the customer interaction.
Calculation: Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg First Response Time		Folder: {{{folder}}}
Description: The average duration of completed customer interactions that both had a response by a handling resource and were assigned this business attribute.
Calculation: Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics.		Used in: Contact Center Dashboard Contact Center Report Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Focus Time		Folder: {{{folder}}}
Description: The average amount of time that agents spent working directly or indirectly on media sessions within the reporting interval.
Calculation: Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique.		Used in: Asynchronous Chat Dashboard Chat Agent Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Handle Time		Folder: {{{folder}}}
Description: The average amount of time (HH:MM:SS) that this agent spent handling Co-browse sessions.
Calculation: Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS).		Used in: Co-browse Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Avg Hold Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents had customers on hold for interactions that were distributed from this queue. Queue Group Attribute: The average amount of time that agents had customers on hold for interactions that were distributed from queues that belong to this queue group. This metric is attributed to the interval in which interactions entered the queue which can differ from the interval that interactions were placed on hold.
Calculation: Calculated based on the Queue > Hold Time and Queue > Hold metrics.		Used in: Queue Dashboard Queue Report Queue Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Influence Score		Folder: {{{folder}}}
Description: The average score representing the customer’s clout amassed on social networks at the moment when interactions entered or began within the contact center.
Calculation: Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Intent Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The average amount of time (in seconds) that elapsed for customer intents to be recognized.
Calculation: Intent Duration / Intent Hits		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Invite Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customer interactions—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. Queue Group Attribute: The average amount of time that customer interactions—distributed from queues that belong to this queue group—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 dialing component of this metric applies to voice media only.
Calculation: Calculated based on the Queue > Invite Time and Queue > Invite metrics.		Used in: Queue Dashboard Queue Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Messages Received		Folder: {{{folder}}}
Description: The average number of messages received by bots during BGS sessions.
Calculation: Calculated based on the value of the Chat Bot > Messages Received metric.		Used in: Bot Sessions Overall
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Avg Messages Sent		Folder: {{{folder}}}
Description: The average number of messages sent by bots during BGS sessions.
Calculation: Calculated based on the value of the Chat Bot > Messages Sent metric.		Used in: Bot Sessions Overall
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Avg Messages Sent By Agent		Folder: {{{folder}}}
Description: The average number of messages sent by agents, per chat session.
Calculation: Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Message Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Messages Sent By Customer		Folder: {{{folder}}}
Description: The average number of messages sent by callers / customers, per chat session.
Calculation: Calculated as the value of the Chat > Messages From Customer metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Message Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg No Input Error		Folder: {{{folder}}}
Description: The average number of No Input errors encountered in each block.
Calculation: Calculated based on the value of the Designer > No Input Error metric.		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg No Match Error		Folder: {{{folder}}}
Description: The average number of No Match errors encountered in each block.
Calculation: Calculated based on the value of the Designer > No Match Error metric.		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Offer Time		Folder: {{{folder}}}
Description: The average amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
Calculation: Refer to the Callback > Callbacks and Callback > Offer Time metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Pre Source System Time		Folder: {{{folder}}}
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Calculation: Calculated as Pre Source System Time / Finished.		Used in: Capture Point Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Preview Time		Folder: {{{folder}}}
Description: The average amount of time that this agent spent previewing interactions that the agent requested or that Interaction Server pushed to the agent’s desktop.
Calculation: Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview metrics.		Used in: Agent Outbound Campaign Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Revenue		Folder: {{{folder}}}
Description: The average amount of revenue that is generated for interactions assigned this business attribute. The average considers only those interactions for which revenue was generated.
Calculation: Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics.		Used in: Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Satisfaction		Folder: {{{folder}}}
Description: The average customer-satisfaction score of interactions assigned this business attribute. The average considers only those interactions for which customer satisfaction was recorded.
Calculation: Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction metrics.		Used in: Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Saved Time		Folder: {{{folder}}}
Description: The average number of minutes of call time that were saved because of callback.
Calculation: Refer to the Callback > Saved Time and Callback > Successful metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Self Service Bot Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The average duration of Self-Service SDR sessions in which bots participated
Calculation: Self Service Bot Duration / Entered Bot in Self Service		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Self Service No Bot Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The average duration of Self-Service SDR session in which no bots participated
Calculation: Self Service No Bot Duration / Entered No Bot in Self Service		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Self-Service Duration		Folder: {{{folder}}}
Description: The average amount of time that callers spent in the Self-Service phase of the Designer application.
Calculation: Calculated based on the value of the Designer > Self-Service Duration metric.		Used in: Application Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Sentiment Score		Folder: {{{folder}}}
Description: The average score reflecting the attitude expressed by customers for interactions that entered or began within the contact center
Calculation: Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Session Duration		Folder: {{{folder}}}
Description: The average amount of time attributed to either the Self-Service phase or the Assisted-Service phase of the Designer application.
Calculation: Calculated based on the value of the Designer > Session Duration metric.		Used in: Application Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Session Time		Folder: {{{folder}}}
Description: The average duration of media sessions within the reporting period.
Calculation: Calculated as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric.		Used in: Chat Session Report Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Source System Time		Folder: {{{folder}}}
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated based on the difference between the iWD and source system creation timestamps, for tasks that were completed during the given time interval.
Calculation: Calculated as Source System Time / Finished		Used in: Capture Point Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Time to Abandon Waiting For Agent		Folder: {{{folder}}}
Description: After successful callback, the average amount of time customers spent waiting for agents before abandoning the call.
Calculation: Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Time To Wait For An Agent		Folder: {{{folder}}}
Description: After a successful callback, the average amount of time a customer spent waiting for an agent.
Calculation: Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Transfer Accepted Handle Time Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: The average amount of time, in seconds, that agents spent handling interactions assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.
Calculation: Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Transfer Initiated Handle Time Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Average amount of time that the agent spent handling customer interactions that the agent later transferred, during the reporting interval.
Calculation: Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Avg Turnaround Time		Folder: {{{folder}}}
Description: The average amount of time that interactions waited for predictive routing scoring to be completed. This calculation considers all calls, within the reporting period, that used a given Predictor and Model. Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions.
Calculation: Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics.		Used in: Predictive Routing - Model Efficiency Predictive Routing Operational Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Wrap Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents spent performing after-call work for customer interactions that were distributed from this queue. Queue Group Attribute: The average amount of time that agents spent performing after-call work for customer interactions that were distributed from queues that belong to this queue group.
Calculation: Calculated based on the Queue > Wrap Time and Queue > Wrap metrics.		Used in: Queue Dashboard Queue Report Queue Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Before Co-browse Started Time		Folder: {{{folder}}}
Description: Total amount of time between the beginning of an interaction and the initiation of the first Co-browse session. For example: In a scenario where an interaction starts at 10:00 and the customer later requests help with Co-browse, and a Co-browse session is initiated at 10:07, the FIRST_WAIT_TIME is calculated as seven minutes (420 seconds).
Calculation: Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Block Duration		Folder: {{{folder}}}
Description: The total amount of time spent in each block.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Blocks		Folder: {{{folder}}}
Description: The total number of hits to a given block. A session can hit a block more than once.
Calculation:		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Bot Hits Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of bot sessions. If a bot is invoked more than once within an SDR session, it is counted more than once.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Bot Session		Folder: {{{folder}}}
Description: TThe total number of parties that participated in a session as bots.
Calculation:		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: Bots Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of SDR sessions in which Self-Service was used.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Metric name: Busy		Folder: {{{folder}}}
Description: The total number of times attributed to the reporting interval that contact attempts from this campaign returned a busy call result (CALL_RESULT_CODE='BUSY'). Identical to the metric Busy Campaign.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Busy Campaign		Folder: {{{folder}}}
Description: The total number of times attributed to the reporting interval that contact attempts from this campaign returned a busy call result (CALL_RESULT_CODE='BUSY'). Identical to the metric Busy.
Calculation:		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Busy Time		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Task Dashboard Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Call Duration		Folder: {{{folder}}}
Description: The total amount of time spent in each call.
Calculation: Calculated as the difference between SDR_SESSION_FACT.END_TS_MS and SDR_SESSION_FACT.START_TS_MS.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Callback Accepted Timestamp		Folder: {{{folder}}}
Description: The time when the customer accepted callback during the session.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
>> Back to list

Metric name: Callback Attempts		Folder: {{{folder}}}
Description: The number of times the system attempted to call the customer back.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Callback Offer Time		Folder: {{{folder}}}
Description: The amount of time that elapsed between the instant when a callback was offered to the customer, and the instant when the customer accepted or declined the offer.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Callback Offered Timestamp		Folder: {{{folder}}}
Description: The time when the customer was first offered callback during the session.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
>> Back to list

Metric name: Callback Offers per Session		Folder: {{{folder}}}
Description: The number of times callback was offered, per single interaction.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Callbacks		Folder: {{{folder}}}
Description: The total number of callback calls processed.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Callbacks Completed		Folder: {{{folder}}}
Description: The total number of times attributed to the reporting interval that campaign callbacks were completed by an agent, excluding missed callbacks.
Calculation:		Used in: Campaign Callbacks Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Callbacks Missed		Folder: {{{folder}}}
Description: The total number of times attributed to the reporting interval that campaign callbacks were missed.
Calculation:		Used in: Campaign Callbacks Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Callbacks Scheduled		Folder: {{{folder}}}
Description: The total number of times attributed to the reporting interval that agents rescheduled contact attempts from this campaign.
Calculation:		Used in: Campaign Callbacks Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Canceled		Folder: {{{folder}}}
Description: The total number of callback attempts that were canceled, either by the customer or by the contact center.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Canceled Agent Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of tasks of this classification that were finished (completed or canceled) during the reporting interval. Includes only tasks where an agent was involved.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Canceled Autocompleted Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of tasks of this classification that were automatically canceled during the reporting interval.
Calculation:		Used in: Capture Point Business Value Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Canceled NON Autocompleted Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of canceled tasks in this classification that were not automatically canceled during the reporting period.
Calculation: Calculated as Canceled - Canceled Autocompleted		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Canceled Overdue Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of canceled and rejected tasks of this classification that were overdue during the reporting interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Clear Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: The total amount of time that customer interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group. Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Cleared		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: The total number of times that customer interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Completed Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total number of activities that were completed during the reporting interval.
Calculation: Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y.		Used in: Activity Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Completed Agent Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of tasks that were completed during the reporting interval and in which one or more agents where involved.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Completed NON Agent Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of tasks of this classification that were completed during the reporting interval for tasks where no agents were involved.
Calculation: Calculated as Completed - Completed Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Completed Overdue Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Calculation:		Used in: Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Concurrent User Count Introduced: 100.0.023.0000		Folder: {{{folder}}}
Description: The peak number of unique agents that were concurrently logged in for a voice media type, during the selected period.
Calculation: Sum([Seats Voice Concurrent])		Used in: Inbound Voice Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Conference Accepted Time Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Email) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Conference Initiated Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Transfer Summary Report Agent Utilization Report Transfer Dashboard
Media type: All (except Email) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Conference Initiated Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents initiated conferences for customer interactions that the agents received where the interactions were distributed or pulled from this queue and the conferences were established. Queue Group Attribute: The total number of times that agents initiated conferences for customer interactions that the agent received where the interactions were distributed or pulled from queues that belong to this queue group and the conferences were established. The count includes the number of established conferences that were initiated for transferred interactions that agents received.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except email) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Conference Initiated Time		Folder: {{{folder}}}
Description: The amount of time that a conference initiated by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference initiator.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: All (except Email) Data type: Number Metric type: Detail
>> Back to list

Metric name: Conference Offered Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Conference Received Accepted		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Utilization Report
Media type: All (except Email) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Conference Received Time		Folder: {{{folder}}}
Description: The amount of time, in seconds, that a conference that was joined by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference joiner.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: All (except Email) Data type: Number Metric type: Detail
>> Back to list

Metric name: Connect Waiting Time		Folder: {{{folder}}}
Description: The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Consult Abandoned Inviting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that consult interactions that were distributed or pulled from this queue were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent. Queue Group Attribute: The total number of times that consult interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent.
Calculation:		Used in: Queue Outline Report
Media type: Voice, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consultations entered this queue and were abandoned before they could be established inside the short-abandoned threshold, where the consultations were associated with customer interactions. Queue Group Attribute: The total number of times that simple consultations entered queues that belong to this queue group and were abandoned before they could be established inside the short-abandoned threshold where the consultations were associated with customer interactions. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: Queue Outline Report
Media type: Voice, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that simple consult interactions waited in this queue before they were abandoned or dropped for any reason and before the interactions could be established. Queue Group Attribute:The total amount of time that simple consult interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be established. The duration starts the moment at which the consultation entered this queue and ends the moment at which the interaction was abandoned or stopped. The metricment includes short-abandoned interactions and excludes interactions that were abandoned after distribution.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Accept Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that simple consult interactions waited in this queue before they were accepted by handling resources. Queue Group Attribute: The total amount of time that simple consult interactions waited in queues that belong to this queue group before they were accepted by handling resources. The duration starts when consultations enter the queue and ends when the consultations are accepted by the target resource—thereby, including alert (ring) time.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Accept Time Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that simple consult interactions waited in this queue before they were accepted by agents. Queue Group Attribute: The total amount of time that simple consult interactions waited in queues that belong to this queue group before they were accepted by agents. The duration starts when consultations enter the queue and ends when the consultations are accepted by the agents—thereby, including alert (ring) time.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Accepted		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consult interactions, that were distributed from this queue, were accepted by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert). Queue Group Attribute: The total number of times that simple consult interaction that were distributed from queues that belong to this queue group, were accepted by an agent, voice-treatment port, IVR port, or nonagent-associated DN.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Accepted Agent in Threshold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consult interactions that were distributed from this queue were accepted by an agent within the acceptance threshold. Queue Group Attribute: The total number of times that simple consult interactions that were distributed from queues that belong to this queue group, were accepted by an agent within the acceptance threshold. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Accepted in Threshold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consult interactions that were distributed from this queue were accepted by a handling resource within the acceptance threshold. Queue Group Attribute: The total number of times that simple consult interactions that were distributed from queues that belong to this queue group, were accepted by a handling resource within the acceptance threshold. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Accepted Others		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consult interactions or collaborations that entered this queue and were subsequently distributed and accepted by a resource other than an agent, place DN, or extension DN. Queue Group Attribute: The total number of simple consult interactions or collaborations that entered queues that belong to this queue group and were subsequently distributed and accepted by a resource other than an agent, place DN, or extension DN. This metric is calculated as the difference between the total number of interactions that were accepted and the total number of interactions that were accepted by an agent resource.
Calculation: Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics.		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Clear Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that simple consult interactions spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: The total amount of time that simple consult interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group. Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Cleared		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consult interactions were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: The total number of times that simple consult interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Distribute Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The amount of time from the moment at which simple consult interactions entered this queue to the moment at which they were distributed or pulled from this queue. Queue Group Attribute: The amount of time from the moment at which simple consult interactions entered queues that belong to this queue group to the moment at which were distributed or pulled from the queues.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Distributed		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consult interactions were distributed or pulled from this queue. Queue Group Attribute: The total number of times that simple consult interactions were distributed or pulled from queues that belong to this queue group.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Entered		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consultation requests entered this queue where the collaborations/consultations were associated with customer interactions. Queue Group Attribute: The total number of times that simple consultation requests entered queues that belong to this queue group where the collaborations/consultations were associated with customer interactions.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Initiated		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: Agent Conduct Report Agent Report Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Initiated Time Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: The amount of time, in seconds, that a consult initiated by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference initiator.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Email) Data type: Number Metric type: Detail
>> Back to list

Metric name: Consult Not Accepted		Folder: {{{folder}}}
Description: The total number of times that simple consult interactions entered this queue (or queue group), alerted at a routing target, and were subsequently either rejected by the agent or abandoned by the customer while the interactions were alerting at the agent’s DN.
Calculation: Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics.		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Offered		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of consultation requests that entered this queue and were offered to a resource excluding interactions that were abandoned within the short-abandoned threshold, where the collaborations/consultations were associated with customer interactions. Queue Group Attribute: The total number of consultation requests that entered queues that belong to this queue group and were offered to a resource excluding interactions that were abandoned within the short-abandoned threshold, where the collaborations/consultations were associated with customer interactions. This metric: includes handling attempts that agents rejected as well as warm consultations, conferences, and collaborations that agents received. excludes consultation requests for which no threshold was set by Router, and consultation requests for which no service objective was set. relies on the value of the Short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics.		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Accepted		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents received collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions. Queue Group Attribute: The total number of times that agents received collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions.
Calculation:		Used in: Queue Outline Report Queue Summary Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Accepted Warm		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from this queue, associated with customer interactions, and transferred to or conferenced with the agents. Queue Group Attribute: The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from queues that belong to this queue group, associated with customer interactions, and transferred to or conferenced with the agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Accepted Warm Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents participated in consultations that the agents received, where the consultations were distributed or pulled from this queue, associated with customer interactions, and transferred to or conferenced with the agents. Queue Group Attribute: The total amount of time that agents participated in consultations that the agents received, where the consultations were distributed or pulled from queues that belong to this queue group, associated with customer interactions, and transferred to or conferenced with the agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Engage Time		Folder: {{{folder}}}
Description: The total amount of time that agents were engaged in collaborations or simple consultations where the collaborations/consultations were associated with customer interactions of this business attribute and the agents were the recipients of the collaboration/consultations requests.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Engage Warm Time		Folder: {{{folder}}}
Description: The total amount of time that agents were engaged in consultations that were distributed or pulled from this chat and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Hold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consultations that agents had on hold where the interactions were distributed or pulled from this queue and associated with customer interactions and the agents were the recipients of the consultation requests. Queue Group Attribute: The total number of simple consultations that agents had on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Hold Time		Folder: {{{folder}}}
Description: Total amount of time that agents had simple consultations on hold, where consultations were distributed or pulled from this chat and associated with customer interactions, and agents were consultation recipients.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Invite		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consult interactions that were distributed from this queue that alerted or rang at agent resources before the agents accepted the interactions. Queue Group Attribute: The total number of simple consult interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted the interactions, where the calls were established successfully.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Invite Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that simple consult interactions that were distributed from this queue alerted or rang at agents. Queue Group Attribute: The total amount of time that simple consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. Consultations do not have to be established for this metric to be incremented.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Invite Warm		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of warm consultations that were distributed from this queue that rang at agent resources before the agents accepted the calls. Queue Group Attribute: The total number of warm consultations that were distributed from queues that belong to this queue group that rang at agent resources before the agents accepted the calls.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Invite Warm Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that warm consult interactions distributed from this queue alerted or rang at agents. Queue Group Attribute: The total amount of time that warm consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. By definition, warm interactions must be established for this metric to be incremented.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Time		Folder: {{{folder}}}
Description: 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.
Calculation: Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Warm Hold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of consultations distributed from this queue that agents 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. Queue Group Attribute: The total number of consultations distributed from queues that belong to this queue group that agents 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Received Warm Hold Time		Folder: {{{folder}}}
Description: The total amount time that agents had consultations on hold where the interactions were distributed or pulled from this chat and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Warm Time		Folder: {{{folder}}}
Description: 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.
Calculation: Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Warm Wrap		Folder: {{{folder}}}
Description: Total number of times consultations that agents received, for which agents entered ACW state, and interactions were transferred/conferenced with agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Warm Wrap Time		Folder: {{{folder}}}
Description: Total amount of time that agents spent in ACW state following consultations (distributed from this queue) that the agents requested and received, and the interactions were transferred to / conferenced with the agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Wrap		Folder: {{{folder}}}
Description: Total number of times entered ACW (Wrap) state following accepted simple consultations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Received Wrap Time		Folder: {{{folder}}}
Description: The total amount of time spent in ACW (Wrap) state following accepted simple consultations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Consult Redirected		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that collaborations or simple consult interactions entered this queue, rang at a routing target, and were redirected upon no acceptance/answer by an agent. Queue Group Attribute: The total number of times that collaborations or simple consult interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Responses		Folder: {{{folder}}}
Description: For e-mail, the total number of collaboration replies that were initiated within the contact center. For voice, this metric is the same as BA Consults\Consult Received Accepted.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Routed Other		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that consult interactions entered this queue and were subsequently routed either to other mediation DNs or to unmonitored resources. Queue Group Attribute: The total number of times that consult interactions entered queues that belong to this queue group and were subsequently routed either to other mediation DNs or to unmonitored resources.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Short Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that requests for consultation entered this queue and were abandoned within the short-abandoned threshold where the consultations were associated with customer interactions. Queue Group Attribute: The total number of times that requests for consultation entered queues that belong to this queue group and were abandoned within the short-abandoned threshold where the consultations were associated with customer interactions. This metric: excludes collaborations and consultations that were abandoned after distribution. relies on the value of the Short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: Queue Outline Report
Media type: Voice, Open (Sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Standard Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consult interactions that entered this queue and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the consultations could be established. Queue Group Attribute: The total number of simple consult interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the consultations could be established. This metric: excludes consultations that were abandoned while they were alerting at a handling resource. relies on the value of the Short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: Queue Outline Report
Media type: Voice, Open (Sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Standard Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Total amount of time that is associated with simple consult interactions that entered this queue and were abandoned by the agent or dropped for any reason before the consultations could be established. Queue Group Attribute: Total amount of time that is associated with simple consult interactions that entered queues that belong to this queue group and were abandoned by the agent or dropped for any reason before the consultations could be established. This metric: starts when the consultation enters the queue and ends when the consultation is abandoned or dropped, but only after the short-abandoned threshold has elapsed. excludes the time that is associated with consultations that were abandoned while they were alerting at a handling resource. relies on the value of the Short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice, Open (Sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Stuck		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that simple consult interactions were cleared from this virtual queue, workbin, or interaction queue because they were identified as being stuck (that is, having a technical result of StuckCall). Queue Group Attribute: The total number of times that simple consult interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group because the interactions were identified as being stuck (that is, having a technical result of StuckCall). Interactions can be cleared for other reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function.
Calculation:		Used in: Queue Outline Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Consult Transfer Initiated Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents transferred simple consult interactions that were distributed or pulled from this queue. Queue Group Attribute:The total number of times that agents transferred simple consult interactions that were distributed or pulled from queues that belong to this queue group.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Contained In Self-Service Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total number of interactions that entered the Designer application in Self-Service and were concluded without entering Assisted-Service.
Calculation:		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: CPD		Folder: {{{folder}}}
Description: The total number of contact attempts that were initiated during this reporting interval in which Call-Progress Detection (CPD) was performed.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: CPD Dial		Folder: {{{folder}}}
Description: The total number of dialing events for which the Call-Progress Detection (CPD) Server provided dial duration.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: CPD Dial Time		Folder: {{{folder}}}
Description: The total dial duration, in milliseconds, of OCS-initiated calls, measured from the moment at which dialing was initiated to the moment at which either the dialed call was established by the contacted party or it was abandoned or released. Dial duration for established calls is available only when the Call-Progress Detection (CPD) Server is used for dialing.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: CPD Time		Folder: {{{folder}}}
Description: The total duration, in milliseconds, of Call-Progress Detection (CPD) for contact attempts that were initiated during this reporting interval measured from the moment at which the call was established to the moment at which CPD completed.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: CPD Transfer		Folder: {{{folder}}}
Description: The total number of transfers that were used to deliver calls from the point of Call-Progress Detection (CPD) to agents or Interactive voice response (IVR).
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: CPD Transfer Time		Folder: {{{folder}}}
Description: The total duration, in milliseconds, of Call-Progress Detection (CPD) transfers that were completed during the reporting interval measured from the moment at which call-progress detection completed to the moment at which the contact attempts were established on the agent’s or Interactive voice response (IVR) DN.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Customer Alert Time		Folder: {{{folder}}}
Description: This metric varies depending on the media type: For voice interactions, the number of seconds that the interaction was ringing at the resource during a voice handling attempt while a customer was present. For multimedia interactions, the number of seconds that the customer-related interaction was alerting at the resource during an interaction handling attempt. For e-mail interactions, this metric includes agent's handling of an inbound e-mail from a customer or an internal e-mail from another agent, or handling a reply e-mail back to the customer. This metric excludes handling a collaboration, whether on the initiating or receiving side.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Customer Connected		Folder: {{{folder}}}
Description: The total number of times a customer was connected after callback dialout, including instances where no agent was connected.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Customer Connected Timestamp		Folder: {{{folder}}}
Description: The time when the customer started waiting to be connected to an agent.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
>> Back to list

Metric name: Customer Dial Time		Folder: {{{folder}}}
Description: The amount of time that the IRF resource spent initiating an outbound, customerrelated interaction. The duration starts when the dialing event is sent, includes the mediation time that the initiator incurs while waiting for the target resource to connect, and ends when the call is either established or terminated on no answer. Initiated consultations are excluded from consideration.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Customer Engage Time		Folder: {{{folder}}}
Description: The amount of time that the agent processed a customer-related interaction at this resource during an interaction handling attempt. This metric includes internal interactions. For synchronous interactions, this is the time that the agent spent interacting with a customer. The duration includes talk duration of conferenced interactions. For asynchronous interactions, this is the time that the agent spent handling an inbound interaction from a customer, handling an internal interaction from another agent, or handling a reply interaction back to the customer. This duration excludes consultations and collaborations, whether they were initiated or received.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Customer Handle Time		Folder: {{{folder}}}
Description:
Calculation: Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Customer Hold Time		Folder: {{{folder}}}
Description: The amount of time that the agent had the customer on hold. This metric excludes hold durations that are associated with initiated or received consultations but includes hold duration of conferenced interactions.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Customer Ready To Start Timestamp		Folder: {{{folder}}}
Description: The time when the customer was ready to start media interaction for CUSTOMER_ORIGINATED scenarios. This value is typically set when the application sends a request for an access number to dial and access code for match function.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
>> Back to list

Metric name: Customer Response Time		Folder: {{{folder}}}
Description: The total amount of time a customer spent in responding to agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Customer Responses		Folder: {{{folder}}}
Description: The total number of times a customer responded to an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Customer Terminated		Folder: {{{folder}}}
Description: The number of sessions terminated by a customer, per session.
Calculation:		Used in: Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Customer Wait		Folder: {{{folder}}}
Description: The total number of times that a customer wait for a reply from an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Customer Wait Time		Folder: {{{folder}}}
Description: The total amount of time that a customer spent waiting for replies from agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Customer Wrap Time		Folder: {{{folder}}}
Description: The amount of time that the resource was in interaction-related After-Call-Work (ACW or Wrap) state that pertained to this customer voice-interaction resource. The duration excludes ACW duration that is associated with received consultations.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Declined		Folder: {{{folder}}}
Description: The total number of customer callback offers that were declined by the customer.
Calculation: Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics.		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Deferred		Folder: {{{folder}}}
Description: The total number of customer interactions that entered or began within the contact center, and where the customer accepted a Callback offer.
Calculation:		Used in: Pre-Agent Termination Report
Media type: Voice, Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Desired Time		Folder: {{{folder}}}
Description: The amount of elapsed time that was promised to the customer before callback.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Desired Timestamp		Folder: {{{folder}}}
Description: The callback date and time that was promised to the customer when callback was scheduled. For ASAP callback, this value equals Callback Accepted Timestamp.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Dial Dropped		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a call drop during contact attempts made from this campaign (CALL_RESULT_CODE='CALL_DROP_ERROR').
Calculation:		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Dial Made		Folder: {{{folder}}}
Description: The total number of contact attempts made by this campaign within the interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Disconnected		Folder: {{{folder}}}
Description: The number of interactions that ended with a disconnection (ENDED_REASON='DISCONNECT').
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Distribute Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The time from the moment at which customer interactions or warm consultations entered this queue to the moment at which they were distributed or pulled from this queue. Queue Group Attribute: The time from the moment at which customer interactions or warm consultations entered queues that belong to this queue group to the moment at which they were distributed or pulled from the queues. Distribution includes interactions that were: Distributed to another queue. Distributed to an unmonitored resource. Accepted, answered, or pulled. Rejected/redirected upon no answer. Abandoned by the customer while they were alerting at the agent. If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Distributed		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or established warm consultations were distributed or pulled from this queue. Queue Group Attribute: The total number of times that customer interactions or established warm consultations were distributed or pulled from queues that belong to this queue group. Distribution includes interactions that were: Distributed to another queue. Distributed to an unmonitored resource. Accepted, answered, or pulled. Rejected/redirected upon no answer. Abandoned by the customer while they were alerting at the agent. If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
Calculation:		Used in: Interaction Traffic Group Report Interaction Traffic Report Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Do Not Call Discontinued: DoNotCall		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the call result of this contact attempt was Do Not Call (CALL_RESULT_CODE='DO_NOT_CALL'). This metric, like the Canceled metric, is counted simultaneously with other Outbound call results, such as Answered, Wrong Party, No Answer, No Port Available, and Busy.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Dormant Interval		Folder: {{{folder}}}
Description: The number of times a session entered the dormant state.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Dormant Time		Folder: {{{folder}}}
Description: The total amount of time that a customer interaction was in the dormant state or on hold (with no Agent participant). Routing time is excluded from dormant time.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Duration		Folder: {{{folder}}}
Description: Total amount of time that elapsed during job execution.
Calculation: Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME).		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Engage Introduced: 100.0.029.0000		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Engage Time		Folder: {{{folder}}}
Description: Total duration of engagement since an agent joining a chat till agent leaves the chat or chat ends.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Engagement Handle Time		Folder: {{{folder}}}
Description: Total duration of the agent engagement.
Calculation: Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends).		Used in: Chat Engagement Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Entered		Folder: {{{folder}}}
Description: The total number of Voice or Chat interactions that were accepted by the agent, regardless of whether Co-browse sessions were part of the interaction.
Calculation:		Used in: Co-browse Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Entered Bot in Self Service Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of Self-Service SDR sessions in which a bot participated.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Entered in Assisted Service Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total number of interactions that entered the Designer application in Assisted-Service during the reporting interval.
Calculation:		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Entered in Self Service Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of SDR sessions in which Self-Service was used.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Entered in Self-Service Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total number of interactions that entered the Designer application in Self-Service during the reporting interval.
Calculation:		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Entered No Bot in Self Service Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of Self-Service SDR sessions in which no bot participated.
Calculation: SS_ENTERED - SS_BOTS_ENTERED		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Entered Thread		Folder: {{{folder}}}
Description: The total number of unique threads of customer interactions of this business attribute that entered or began within the contact center. This metric is attributed to the first interval of the thread.
Calculation:		Used in: Interaction Volume Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Entered with Actionability		Folder: {{{folder}}}
Description: The total score, assigned to interactions of this business attribute, that measures the degree to which interactions required agent attention.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Entered with Influence		Folder: {{{folder}}}
Description: The total number of times that influence scores were recorded for customer interactions of this business attribute.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Entered with Objective		Folder: {{{folder}}}
Description: The total number of customer interactions that entered or began within the contact center, were assigned this business attribute, and either had a baseline service objective or a response threshold (defined in the [agg-gim-thld-QUEUE-IXN] section) greater than zero.
Calculation:		Used in: Business Metrics Executive Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Entered with Revenue		Folder: {{{folder}}}
Description: The total number of customer interactions that entered or began within the contact center, were assigned this business attribute, and had associated revenue. Unlike Entered with Satisfaction, this metric never yields results that are greater than the total number of interactions that entered or began within the contact center. If more than one agent handled the same interaction, revenue is attributed to the first-handling agent only.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Entered with Satisfaction		Folder: {{{folder}}}
Description: The total number of times that customer-satisfaction scores were recorded for customer interactions of this business attribute. This metric might yield results that are greater than the total number of interactions that entered or began within the contact center if customer satisfaction scores were attributed more than once to the same interaction.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Entered with Sentiment		Folder: {{{folder}}}
Description: The total number of times that sentiment scores were recorded for customer interactions of this business attribute. This metric might yield results that are greater than the total number of interactions that entered or began within the contact center if sentiment scores were attributed more than once to the same interaction.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Error		Folder: {{{folder}}}
Description: The total number of interactions that received a predictive routing error score.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Establish Time		Folder: {{{folder}}}
Description: The amount of time required to establish the outbound call.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Exited		Folder: {{{folder}}}
Description: The total number of tasks that exited the queue or workbin during the given time interval.
Calculation:		Used in: Queue Priority Range Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Expected Wait Time		Folder: {{{folder}}}
Description: The customer expected wait time when the callback dial attempt was ready to begin.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Expected Wait Time when Offered		Folder: {{{folder}}}
Description: At the time callback is offered, the expected time before an agent is available to call back a customer, as of the time callback was offered.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Extracted Events Amount		Folder: {{{folder}}}
Description: The total number of loaded events during job or batch run.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Failed Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of failed bot sessions.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Failed Transfers before Agent is connected		Folder: {{{folder}}}
Description: The total number of unsuccessful attempts to transfer a caller from the queue to an agent, where the transfer eventually succeeded.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Failed Transfers to Agent		Folder: {{{folder}}}
Description: The number of unsuccessful attempts to transfer a caller from the queue to an agent which did not eventually result in a successful transfer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Fax Modem Detected		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a fax machine for contact attempts made by this campaign (CALL_RESULT_CODE='FAX_DETECTED').
Calculation:		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finish No Response Time		Folder: {{{folder}}}
Description: The total duration of completed customer interactions that were assigned this business attribute for which no response (excluding acknowledgements) was sent to the customer. This duration starts from the moment at which the interaction enters or begins within the contact center and ends when all legs of the interaction (for example, collaborations/consultations, transfers, and conferences) have ended.
Calculation: Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finish Response Time		Folder: {{{folder}}}
Description: The total duration of completed customer interactions that were assigned this business attribute and for which non-acknowledgement responses were sent by the system. The responses can be auto-responses that are generated by system handling resources or responses that are generated by agents. (For synchronous media, a response is counted upon acceptance of the interaction.) This duration includes the entire lifespan of the interaction: processing, queueing, and handling.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finish Time		Folder: {{{folder}}}
Description: The total amount of time that it took to complete customer interactions that were assigned this business attribute. Duration is measured as the end time of a completed interaction minus its start time. Active interactions do not contribute to this metric.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finished		Folder: {{{folder}}}
Description: The total number of completed customer interactions that were assigned this business attribute. Wwhen there are no remaining active interactions during the interval, this metric is equivalent to (BA Customer >) Entered.
Calculation:		Used in: Interaction Volume Business Attribute Email Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finished Agent Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of tasks of this classification that were finished (completed or canceled) during the reporting interval for tasks where an agent was involved.
Calculation: Calculated as Completed Agent + Canceled Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished in Threshold		Folder: {{{folder}}}
Description: The total number of customer interactions of this business attribute that were completed within the finish threshold. This metric relies on the value of the finish threshold as configured in the[agg-gim-thld-ID-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finished No Response		Folder: {{{folder}}}
Description: The total number of completed interactions for which no response was created. This count includes interactions that were abandoned or otherwise stopped for any reason.
Calculation: Calculated as the difference between Business Attribute > Finished and Finished Response metrics.		Used in: This metric is not used in any reports.
Media type: Async Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finished Overdue		Folder: {{{folder}}}
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Calculation: Calculated as Completed Overdue + Canceled Overdue		Used in: Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished Response		Folder: {{{folder}}}
Description: For synchronous media, the total number of completed customer interactions that were handled by agents or self-service IVR port resources and assigned this business attribute. For email, the total number of interactions of this business attribute that had a response.
Calculation:		Used in: Interaction Volume Business Attribute Email Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Finished Without Agent Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: The total number of tasks that were finished during the reporting interval and no agents were involved.
Calculation: Calculated as Finished - Finished Agent		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: First Agent Wait Time		Folder: {{{folder}}}
Description: The amount of time that the customer waited after the session started before the first agent (visible to the customer) joined the session.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: First Bot Wait Time		Folder: {{{folder}}}
Description: The amount of time that the customer waited after the session started before the first bot (visible to the customer) joined the session.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: First Contact Resolution Result		Folder: {{{folder}}}
Description: First Contact Resolution (FCR) measures whether issues were resolved during the first customer attempt. A value of NO indicates that the customer raised the same issue again within 7 days.
Calculation:		Used in: Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: First Response Agent Time		Folder: {{{folder}}}
Description: The time that elapsed between the first agent joining the media session, and the first message from an agent to the customer. Does not include routing time.
Calculation: Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: First Response in Threshold		Folder: {{{folder}}}
Description: The total number of customer interactions of this business attribute for which a response was created within the service time threshold configured by service-related key-value pairs in the attached user-data mapping. For online media, a response is considered to have been created when the interaction was accepted. For offline media, the first reply to a given interaction must be sent out in order to increment this metric. This metric excludes interactions that were routed to and accepted by unmonitored resources. This metric relies on the value of the response threshold as configured in the [agg-gim-thld-ID-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: First Response Wait Time		Folder: {{{folder}}}
Description: The time that elapsed between the beginning of the media session and the first message from an agent to the customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: First ResponseTime		Folder: {{{folder}}}
Description: The total amount of time including mediation duration that elapsed before a first response to a customer interaction, that was assigned this business attribute was created. For online media, a response is considered to have been created when the interaction was accepted by a handling resource. For offline media, the first reply to a given interaction must be sent in order to increment this metric. The business-attribute assignment can occur at any moment during the interaction’s lifetime for this metric to be tallied.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: First Touch Resolution		Folder: {{{folder}}}
Description: The number of advanced chat sessions that were successfully handled in one touch &mdash that is, without being placed in a dormant state, or woken from a dormant state. This metric includes sessions that were ended by the agent, customer, or timeout.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Focus		Folder: {{{folder}}}
Description: 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.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Focus Interval		Folder: {{{folder}}}
Description: The number of times the agent (or agents) was in focus state on this media session.
Calculation:		Used in: Chat Agents Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Focus Time		Folder: {{{folder}}}
Description: The total amount of time the agent (or agents) spent working directly or indirectly on this media session. This metric excludes dormant time.
Calculation:		Used in: Async Chat Dashboard Chat Agent Stats Chat Engagement Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Forced Dialed		Folder: {{{folder}}}
Description: The total number of calls that were force-dialed (or pushed) regardless of actual agent availability, because the callback queue was being flushed.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Metric type: Disposition
>> Back to list

Metric name: Global Score		Folder: {{{folder}}}
Description: The average predictive routing score for all agents in the target group.
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Group Combination		Folder: {{{folder}}}
Description: This metric is reserved for internal use to employ a key for a particular queue-group combination from the AG2_QUEUE hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Group Combination Abn		Folder: {{{folder}}}
Description: This metric is reserved for internal use to employ a key for a particular queue-group combination from the AG2_QUEUE_ABN hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Group Combination Ans		Folder: {{{folder}}}
Description: This metric is reserved for internal use to employ a key for a particular queue-group combination from the AG2_QUEUE_ACC_AGENT hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Group Combination Detail Session		Folder: {{{folder}}}
Description: This metric is reserved for internal use to employ a key for a particular resource-group combination from the SM_RES_SESSION_FACT table.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Handle Interval		Folder: {{{folder}}}
Description: The number of times a session was in the active state (as opposed to a dormant state).
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Handle Time		Folder: {{{folder}}}
Description: The total duration of the media session.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Hold		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents had customer interactions, distributed from this queue, on hold. Queue Group Attribute: The total number of times that agents had customer interactions, distributed from queues that belong to this queue group, on hold. This count attributes only one hold instance per distribution per agent, even if the same interaction was placed on hold more than once by the agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Hold Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent had customer interactions on hold.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Idle (Agent Present)		Folder: {{{folder}}}
Description: The total number of times that a customer interaction had no activity, when the interaction was in the active state and at least one agent was participating in the chat. This metric counts only the time that exceeds the configured threshold.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Idle (No Agent)		Folder: {{{folder}}}
Description: The number of times that customer interactions had no activity when the interaction was in the active state and no agents were participating in the chat.
Calculation:		Used in: Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Idle Time (Agent Present)		Folder: {{{folder}}}
Description: The total amount of time, with no activity, when interaction was in the active state and at least one agent was participating in the chat. This metric counts only the time that exceeds the configured threshold.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Idle Time (No Agent)		Folder: {{{folder}}}
Description: The total amount of time that customer interactions had no activity when the interaction was in the active state and no agents were participating in the chat.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats
Media type: Data type: Metric type:
>> Back to list

Metric name: Influence Score		Folder: {{{folder}}}
Description: The total score that represents the customer’s clout that has amassed on social networks for customer interactions of this business attribute.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Initiated		Folder: {{{folder}}}
Description: The total number of initiated BGS sessions. Includes all sessions where an initial request was sent from Ixn/workflow to BGS.
Calculation:		Used in: Bot Dashboard Bot Sessions Overall
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Input Count		Folder: {{{folder}}}
Description: The total count of instances where the caller's input was heard or received.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Intent Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total amount of time (in seconds) that elapsed for customer intents to be recognized.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Intent Hits Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of customer intents that were recognized. In SDR sessions where more than one intent is recognized, each one is counted.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Interaction Duration		Folder: {{{folder}}}
Description: The difference between the beginning and end of the agent’s interaction-related state.
Calculation: Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS.		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Date
>> Back to list

Metric name: Interactions		Folder: {{{folder}}}
Description: The total number of Voice or Chat interactions that were accepted by the agent, and that included one or more Co-browse sessions.
Calculation:		Used in: Co-browse Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Interactions Less Time to Accept Introduced: 9.0.012		Folder: {{{folder}}}
Description: The number of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: number Metric type:
>> Back to list

Metric name: Interactions Long Time to Accept Introduced: 9.0.012		Folder: {{{folder}}}
Description: The number of interactions that were accepted by an agent after the amount of time configured as the value of the option accepted-duration-threshold in the agg-gim-thld-CHAT-ACC section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: number Metric type:
>> Back to list

Metric name: Interactions Parked Introduced: 9.0.013.01		Folder: {{{folder}}}
Description: The number of interactions that were placed in the parking queue and routed during business hours.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Interactions with Less Queue Time Introduced: 9.0.013.01		Folder: {{{folder}}}
Description: The number of interactions that spent less time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Interactions with Long Queue Time Introduced: 9.0.013.01		Folder: {{{folder}}}
Description: The number of interactions that spent more time in the parking queue than the value configured as the duration-threshold in the [agg-gim-thld-CHAT-PARKING] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Invite		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of customer interactions that were distributed from this queue that alerted or rang at agent resources before the agents accepted the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed or pulled from this queue. Queue Group Attribute: The total number of customer interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed from queues that belong to this queue group.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Invite Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions distributed from this queue alerted or rang at agents plus the total duration of the dialing that agents performed. Queue Group Attribute: The total amount of time that customer interactions, distributed from queues that belong to this queue group, alerted or rang at agents plus the total duration of the dialing that agents performed. For the alerting component of this metric, interactions do not have to be established for this metric to be incremented. For the dialing component, dial duration is measured for established calls only.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: IVR Minutes Introduced: 100.0.023.0000		Folder: {{{folder}}}
Description: The total number of minutes for all self-service applications used by Genesysy Voice Platform (GVP), for the specified tenant. This metric includes time spent in queue.
Calculation: Sum([GVP Minutes])		Used in: IVR Usage Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Ixn Busy Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent was busy processing interactions. The time that an agent is busy is calculated as the sum of dialing for established interactions and alerting duration (Invite Time), engage/talk duration, hold duration, ACW (Wrap) duration (for interaction-related ACW), and amount of time that the agent spent processing consult interactions that the agent received. This metric excludes Ringing Time, Consult Ixn Wrap Time, Consult Invite Time, and Invite Time for Abandoned Inviting.
Calculation: Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics.		Used in: Agent Interaction State Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Ixn Wrap		Folder: {{{folder}}}
Description: The total number of times within the interval that this agent was in ACW (Wrap) state for customer interactions that the agent received.
Calculation:		Used in: Agent Interval Based Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Ixn Wrap Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent spent in ACW (Wrap) state for customer calls that the agent received.
Calculation:		Used in: Agent Interaction State Agent Interval Based Report Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Last Callback Offer Time		Folder: {{{folder}}}
Description: The duration (in seconds) of the last callback offered to a customer during the session.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Last Callback Offered Timestamp		Folder: {{{folder}}}
Description: The date and time of the last callback offered to a customer during the session.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
>> Back to list

Metric name: Max Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time (in seconds) that customers waited at this queue before abandoning the interactions and before the interactions could be distributed. Queue Group Attribute: The total amount of time (in seconds) that customers waited at queues that belong to this queue group before abandoning the interactions and before the interactions could be distributed.
Calculation:		Used in: Interaction Traffic Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Abandoned Waiting Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time (HH:MM:SS) that customers waited at this queue before abandoning the interactions and before the interactions could be distributed. Queue Group Attribute: The total amount of time (HH:MM:SS) that customers waited at queues that belong to this queue group before abandoning the interactions and before the interactions could be distributed.
Calculation:		Used in: Interaction Traffic Report Queue Dashboard Queue Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Accept Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (seconds) that a customer interaction that was distributed from this queue spent in a queue before being accepted by the target resource. Queue Group Attribute: The longest amount of time (seconds) that a customer interaction that was distributed from a queue that belong to this queue group spent in a queue before being accepted by the target resource. Duration starts when the interaction enters the member queue and ends when the interaction is accepted—thereby, including alert (ring) time.
Calculation:		Used in: Interaction Traffic Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Accept Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (HH:MM:SS) that a customer interaction that was distributed from this queue spent in a queue before being accepted by the target resource. Queue Group Attribute: The longest amount of time (HH:MM:SS) that a customer interaction that was distributed from a queue that belong to this queue group spent in a queue before being accepted by the target resource. Duration starts when the interaction enters the member queue and ends when the interaction is accepted—thereby, including alert (ring) time.
Calculation:		Used in: Interaction Traffic Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Accept Time Agent		Folder: {{{folder}}}
Description: The longest amount of time (seconds) that customer interactions of this business attribute spent in a queue before the interactions were accepted by the first handling resource. The duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted. This metric includes alert (ring) time.
Calculation:		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Accept Time Agent (Fmt)		Folder: {{{folder}}}
Description: The longest amount of time (HH:MM:SS) that customer interactions of this business attribute spent in a queue before the interactions were accepted by the first handling resource. The duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted. This metric includes alert (ring) time.
Calculation:		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Agent Response Time		Folder: {{{folder}}}
Description: The longest amount of time that an agent spent in replying to a customer.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Agent Wait Time		Folder: {{{folder}}}
Description: The longest amount of time, during the reporting interval, that an agent waited for a customer response.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Clear Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (seconds) that customer interactions spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: The longest amount of time (seconds) that customer interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Clear Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (HH:MM:SS) that customer interactions spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: The longest amount of time (HH:MM:SS) that customer interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group. Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: Queue Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (in seconds) that agents waited at this queue before they abandoned their simple consult interactions. Queue Group Attribute: Longest amount of time (in seconds) that agents waited at queues that belong to this queue group before they abandoned their simple consult interactions. Interactions that were abandoned after they were offered to a resource (that is, abandoned-while-alerting/abandoned-while-ringing interactions) are excluded from consideration.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice, Open (Sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Abandoned Waiting Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (HH:MM:SS) that agents waited at this queue before they abandoned their simple consult interactions. Queue Group Attribute: Longest amount of time (HH:MM:SS) that agents waited at queues that belong to this queue group before they abandoned their simple consult interactions. Interactions that were abandoned after they were offered to a resource (that is, abandoned-while-alerting/abandoned-while-ringing interactions) are excluded from consideration.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice, Open (Sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Accept Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (seconds) that simple consult interactions that were distributed from this queue spent in a queue before they were accepted by the target resource. Queue Group Attribute: Longest amount of time (seconds) that simple consult interactions that were distributed from queues that belong to this queue group, spent in a queue before they were accepted by the target resource. Duration starts when the consultation enters the member queue and ends when the consultation is accepted—thereby, including alert (ring) time.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Accept Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (HH:MM:SS) that simple consult interactions that were distributed from this queue spent in a queue before they were accepted by the target resource. Queue Group Attribute: Longest amount of time (HH:MM:SS) that simple consult interactions that were distributed from queues that belong to this queue group, spent in a queue before they were accepted by the target resource. Duration starts when the consultation enters the member queue and ends when the consultation is accepted—thereby, including alert (ring) time.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Clear Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (seconds) that simple consult interactions spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: Longest amount of time (seconds) that simple consult interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Clear Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (HH:MM:SS) that simple consult interactions spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue. Queue Group Attribute: Longest amount of time (HH:MM:SS) that simple consult interactions spent in a queue before they were cleared from virtual queues, workbins, or interaction queues that belong to this queue group.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Distribute Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (seconds) that customer interactions spent in this queue before they were distributed. Queue Group Attribute: Longest amount of time (seconds) that customer interactions spent in queues that belong to this queue group before they were distributed.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Consult Distribute Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: Longest amount of time (HH:MM:SS) that customer interactions spent in this queue before they were distributed. Queue Group Attribute: Longest amount of time (HH:MM:SS) that customer interactions spent in queues that belong to this queue group before they were distributed.
Calculation:		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Customer Response Time		Folder: {{{folder}}}
Description: The longest amount of time that elapsed, during the reporting interval, that a customer spent in responding to an agent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Customer Wait Time		Folder: {{{folder}}}
Description: The longest amount of time that any customer waited for an agent to reply to a chat message.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Date		Folder: {{{folder}}}
Description: This metric is used for internal computations.
Calculation: Max([Max Date])		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Distribute Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (seconds) that customer interactions or warm consultations spent in this queue before being distributed. Queue Group Attribute: The longest amount of time (seconds) that customer interactions or warm consultations spent in queues that belong to this queue group before being distributed. Distribution includes interactions that were: Distributed to another queue. Distributed to an unmonitored resource. Accepted, answered, or pulled. Rejected/redirected upon no answer. Abandoned by the customer while they were alerting at the agent. If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Distribute Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (HH:MM:SS) that customer interactions or warm consultations spent in this queue before being distributed. Queue Group Attribute: The longest amount of time (HH:MM:SS) that customer interactions or warm consultations spent in queues that belong to this queue group before being distributed. Distribution includes interactions that were: Distributed to another queue. Distributed to an unmonitored resource. Accepted, answered, or pulled. Rejected/redirected upon no answer. Abandoned by the customer while they were alerting at the agent. If the interaction passes through more than one queue before it was distributed, the count is increased only for that device from which the interaction was distributed or pulled.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Duration for Accepting Interactions Introduced: 9.0.012		Folder: {{{folder}}}
Description: The longest amount of time (([h]:mm:ss) that any interaction alerted at the agent's DN before being accepted.
Calculation:		Used in: Interactions Acceptance Report
Media type: Data type: number Metric type:
>> Back to list

Metric name: Max Establish Time		Folder: {{{folder}}}
Description: The maximum amount of time, in seconds, required to establish an outbound call.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Establish Time (Fmt)		Folder: {{{folder}}}
Description: The maximum amount of time, in HH:MM:SS, required to establish an outbound call.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Expected Wait Time		Folder: {{{folder}}}
Description: The largest recorded Expected Wait Time of any callback session, in seconds.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Expected Wait Time (Fmt)		Folder: {{{folder}}}
Description: The largest recorded Expected Wait Time of any callback session, in HH:MM:SS.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Expected Wait Time when Offered		Folder: {{{folder}}}
Description: The largest recorded Expected Wait Time of any callback session, in seconds.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Expected Wait Time when Offered (Fmt)		Folder: {{{folder}}}
Description: The largest recorded Expected Wait Time of any callback session, in HH:MM:SS.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max First Response Agent Time		Folder: {{{folder}}}
Description: The longest amount of time that elapsed before the first agent response to a customer in a chat session.
Calculation: The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Handle Time		Folder: {{{folder}}}
Description: The longest amount of time that the agent spent working on any task.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Handle Time (Fmt)		Folder: {{{folder}}}
Description: This metric is used for internal calculations. The longest amount of time that the agent spent working on any task. (HH:MM:SS)
Calculation:		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Max Offer Time		Folder: {{{folder}}}
Description: The largest recorded amount of time (seconds) that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Offer Time (Fmt)		Folder: {{{folder}}}
Description: The largest recorded amount of time (HH:MM:SS) that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Offline Waiting Time		Folder: {{{folder}}}
Description: The maximum amount of time, in seconds, that any customer waited offline for an agent to become available.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Offline Waiting Time (Fmt)		Folder: {{{folder}}}
Description: The maximum amount of time, in HH:MM;SS, that any customer waited offline for an agent to become available.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Position in Queue		Folder: {{{folder}}}
Description: The maximum position any customer had in the queue when the contact center was ready to begin the callback outbound dial attempt.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Position in Queue when Offered		Folder: {{{folder}}}
Description: The maximum position any customer had in the queue when callback was offered.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Saved Time		Folder: {{{folder}}}
Description: The maximum number of minutes of call time that were saved because of Callback.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Saved Time (Fmt)		Folder: {{{folder}}}
Description: The maximum amount of call time (HH:MM:SS) that were saved because of Callback.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Score		Folder: {{{folder}}}
Description: The highest predictive routing score for any agent in the target group.
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Max Standard Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (seconds) beyond the short-abandoned threshold that customers waited at this queue before they abandoned their interactions and before the interactions could be distributed. Queue Group Attribute: The longest amount of time (seconds) beyond the short-abandoned threshold that customers waited at queues that belong to this queue group before they abandoned their interactions and before the interactions could be distributed. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Standard Abandoned Waiting Time (Fmt)		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The longest amount of time (HH:MM:SS) beyond the short-abandoned threshold that customers waited at this queue before they abandoned their interactions and before the interactions could be distributed. Queue Group Attribute: The longest amount of time (HH:MM:SS) beyond the short-abandoned threshold that customers waited at queues that belong to this queue group before they abandoned their interactions and before the interactions could be distributed. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation: Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Time to Abandon Waiting For Agent		Folder: {{{folder}}}
Description: After a successful callback, the maximum amount of time, in seconds, that any customer spent waiting before abandoning the call.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Time to Abandon Waiting For Agent (Fmt)		Folder: {{{folder}}}
Description: After a successful callback, the maximum amount of time, in HH:MM:SS, that any customer spent waiting before abandoning the call.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Time to Wait For Agent		Folder: {{{folder}}}
Description: After a successful callback, the maximum amount of time, in seconds, that any customer spent waiting for an agent.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Time to Wait For Agent (Fmt)		Folder: {{{folder}}}
Description: After a successful callback, the maximum amount of time, in seconds, that any customer spent waiting for an agent.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Max Wait-time in Queue		Folder: {{{folder}}}
Description: The longest amount of time (HH:MM:SS) that any interaction spent in the parking queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Media Session		Folder: {{{folder}}}
Description: The total number of media sessions.
Calculation:		Used in: Async Chat Dashboard Bot Dashboard Chat Interaction Stats Chat Session Report Chat Termination Report Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: Median Score		Folder: {{{folder}}}
Description: The median predictive routing score for the target group of agents.
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Menu Count		Folder: {{{folder}}}
Description: The number of menu blocks the caller encountered during the session.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Message		Folder: {{{folder}}}
Description: If an error occurs while returning scoring results, this field contains the error message. The value is NULL if no error is returned.
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Messages From Agent		Folder: {{{folder}}}
Description: Total number of agent messages in all chat sessions within the reporting period.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Messages From Agent Size		Folder: {{{folder}}}
Description: Total size of agent messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Messages From Bot		Folder: {{{folder}}}
Description: Total number of bot messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Messages From Bot Size		Folder: {{{folder}}}
Description: Total size of bot messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Messages From Customer		Folder: {{{folder}}}
Description: Total number of customer messages in all chat sessions within the reporting period.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Messages From Customer Size		Folder: {{{folder}}}
Description: Total size of all customer messages in all chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Messages Received		Folder: {{{folder}}}
Description: The total number of messages received by bots during BGS sessions.
Calculation:		Used in: Bot Dashboard Bot Sessions Overall
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Messages Sent		Folder: {{{folder}}}
Description: The total number of messages sent by bots during BGS sessions.
Calculation:		Used in: Bot Dashboard Bot Sessions Overall
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Min Date Time Day Key		Folder: {{{folder}}}
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

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

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

Metric name: Min Date Time Key		Folder: {{{folder}}}
Description: This metric is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

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

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

Metric name: Min Expected Wait Time when Offered		Folder: {{{folder}}}
Description: The smallest Expected Wait Time of any callback session, in seconds, recorded at the instant when a callback was offered.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Min Expected Wait Time when Offered (Fmt)		Folder: {{{folder}}}
Description: The smallest Expected Wait Time of any callback session, in HH:MM:SS, recorded at the instant when a callback was offered.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Min Handle Time		Folder: {{{folder}}}
Description: The shortest amount of time that the agent spent working on any task.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Min Handle Time (Fmt)		Folder: {{{folder}}}
Description: This metric is used for internal calculations. The shortest amount of time that the agent spent working on any task. (HH:MM:SS)
Calculation:		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Min Position in Queue when Offered		Folder: {{{folder}}}
Description: The minimum position any customer had in the queue when callback was offered.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Min Saved Time		Folder: {{{folder}}}
Description: This metric, which is hidden from report designers and viewers, is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type:
>> Back to list

Metric name: Min Saved Time (Fmt)		Folder: {{{folder}}}
Description: This metric, which is hidden from report designers and viewers, is used for internal computations.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type:
>> Back to list

Metric name: Min Score		Folder: {{{folder}}}
Description: The lowest predictive routing score for any agent in the target group.
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Named User Count Introduced: 100.0.023.0000		Folder: {{{folder}}}
Description: The number of agents who logged in for a voice media type at least once during the selected month. This value is a running total, so for a given day, it shows the total so far during the selected month.
Calculation: Sum([Seats Voice])		Used in: Inbound Voice Report
Media type: Data type: Metric type:
>> Back to list

Metric name: New		Folder: {{{folder}}}
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Calculation:		Used in: Capture Point Business Value Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: No Input Error		Folder: {{{folder}}}
Description: The total number of times that a No Input error was encountered in each block.
Calculation:		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: No Match Error		Folder: {{{folder}}}
Description: The total number of times that a No Match error was encountered in each block.
Calculation:		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: No Signal		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the call result of contact attempts from this campaign was Wrong Party—the right person was not contacted (CALL_RESULT_CODE='WRONG_PARTY').
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Not Accepted		Folder: {{{folder}}}
Description: The number of times, within the reporting interval, that customers were offered the opportunity to complete a survey, and subsequently declined the offer. Calculated as Survey Offered minus Survey Accepted.
Calculation: Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics.		Used in: Survey Statistics Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Not Ready		Folder: {{{folder}}}
Description: The total number of times within the interval that this agent was in the NotReady state on a particular media channel.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready In		Folder: {{{folder}}}
Description: The total number of times that this agent was handling customer calls that were accepted while the agent was in the NotReady state.
Calculation:		Used in: Agent Not Ready Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready In Time		Folder: {{{folder}}}
Description: The total amount of time that this agent was handling customer interactions that the agent received while the agent was in the NotReady state. This time includes the alert (ring) time of the accepted interactions.
Calculation:		Used in: Agent Not Ready Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready Out		Folder: {{{folder}}}
Description: The total number of times that this agent initiated outbound or internal interactions while in the NotReady state. The count excludes consultations that the agent participated in while in NotReady state.
Calculation:		Used in: Agent Not Ready Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready Out Time		Folder: {{{folder}}}
Description: The total amount of time that this agent spent handling outbound or internal interactions that the agent initiated while in the NotReady state. This duration includes dial time, engagement time, and hold time and excludes consultations that the agent participated in while in NotReady state.
Calculation:		Used in: Agent Not Ready Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready Reason Count		Folder: {{{folder}}}
Description: The total number of times within the interval that this agent was in the NotReady state on a particular media channel (including instances of Do Not Disturb, if configured) for this reason.
Calculation:		Used in: Agent Not Ready Reason Code Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready Reason Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent was in the NotReady state on a particular media channel (including Do Not Disturb duration, if configured) for the specified reason.
Calculation:		Used in: Agent Not Ready Reason Code Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Not Ready Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent was in the NotReady state for a particular media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
Calculation:		Used in: Agent Not Ready Reason Code Report Agent Not Ready Report Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Task Dashboard Agent Wrap Report Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Offer Time		Folder: {{{folder}}}
Description: The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offered		Folder: {{{folder}}}
Description: The total number of times that callback was offered to a customer.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offered with Actionability		Folder: {{{folder}}}
Description: The total number of customer interactions that were offered to this agent, (or to agents who belong to this agent group), for which actionability scores were recorded.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offered with Influence		Folder: {{{folder}}}
Description: The total number of customer interactions that were offered to this agent (or by agents who belong to this agent group), for which customer-influence scores were recorded.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offered with Revenue		Folder: {{{folder}}}
Description: The total number of customer interactions that entered or began within the contact center, were handled by this agent (or by agents who belong to this agent group), and had associated revenue.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offered with Satisfaction		Folder: {{{folder}}}
Description: The total number of customer interactions handled by this agent (or by agents who belong with this agent group) for which customer-satisfaction scores were recorded.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offered with Sentiment		Folder: {{{folder}}}
Description: The total number of customer interactions handled by this agent (or by agents who belong with this agent group) for which sentiment scores were recorded.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Offline Waiting Time		Folder: {{{folder}}}
Description: The total amount of time, during the reporting interval, that customers waited offline for an agent to become available.}
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Omni Active Time		Folder: {{{folder}}}
Description: The total amount of time attributable to the interval between the beginning and end of this agent’s login session(s), regardless of media channel. In the scenario in which an agent logs into multiple switches, DNs, and/or queues, this metric starts the moment at which the agent logs in to the first switch/DN/queue (if this login falls within the interval) and ends at the moment at which the agent is no longer logged in to any switch/ DN/queue (if logout falls within the interval).
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Busy		Folder: {{{folder}}}
Description: The number of times the agent entered the Busy state, regardless of media channel
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Busy Time		Folder: {{{folder}}}
Description: 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, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Not Ready		Folder: {{{folder}}}
Description: The number of times the agent entered the Not Ready state, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Not Ready Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent was in the NotReady state, regardless of media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Other State Time		Folder: {{{folder}}}
Description: The total amount of time that the agent state was neither Ready nor NotReady after login, regardless of media channel. The situation in which the state of an agent is neither Ready nor NotReady usually occurs upon first login if the switch, for instance, does not force agents into the Ready state upon login.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Ready		Folder: {{{folder}}}
Description: The number of times the agent entered the Ready state, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Ready Time		Folder: {{{folder}}}
Description: The total amount of time that this agent was in the Ready state, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Omni Wrap		Folder: {{{folder}}}
Description: The number of times the agent entered the Wrap state, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Omni Wrap Time		Folder: {{{folder}}}
Description: The total amount of time within the interval that this agent spent in ACW (Wrap) state whether or not the reason for entering this state was related to an interaction, regardless of media channel.
Calculation:		Used in: Agent Omnichannel Activity Report
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Other Introduced: 9.0.019		Folder: {{{folder}}}
Description: Total number of Outbound emails not including Unsolicited, Agent Reply, Automated Reply and Acknowledgements.
Calculation: "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Other State Time		Folder: {{{folder}}}
Description: The total amount of time that the state of this agent was neither Ready nor NotReady after login to a particular media channel. The situation in which the state of an agent is neither Ready nor NotReady usually occurs upon first login if the switch, for instance, does not force agents into the Ready state upon login.
Calculation: Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics.		Used in: Agent Summarized State Agent Summary Activity Report (Active) Agent Task Dashboard Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Overdial		Folder: {{{folder}}}
Description: The total number of CPD dials that were abandoned or were answered by the called party but not established with an agent or IVR within two seconds of the dialing event.
Calculation:		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Parking Queue Duration Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total amount of time that the interaction spent in the parking queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Peak IVR Ports Introduced: 100.0.023.0000		Folder: {{{folder}}}
Description: Peak usage of GVP treatment applied to calls within GVP, for the specified tenant.
Calculation: Sum([GVP Ports])		Used in: IVR Usage Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending		Folder: {{{folder}}}
Description: The number of tasks that have a status of Queued, Assigned, or Held, at the end of the reporting interval.
Calculation:		Used in: Intraday Process Report Task Age Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending Overdue		Folder: {{{folder}}}
Description: The number of overdue tasks having a status of Queued, Assigned, or Held, at the end of the reporting interval. A task is considered overdue when the SLA due date and time has been missed.
Calculation:		Used in: Intraday Process Report Task Age Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Personal Callbacks Completed		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that callbacks were completed by the agent who requested them for contact attempts made from this campaign excluding missed callbacks.
Calculation:		Used in: Campaign Callbacks Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Personal Callbacks Missed		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that callbacks were missed by the agent who requested them for contact attempts made from this campaign.
Calculation:		Used in: Campaign Callbacks Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Personal Callbacks Scheduled		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that agents rescheduled callbacks for contact attempts made from this campaign.
Calculation:		Used in: Campaign Callbacks Summary Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Port Unavailable		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the call result of contact attempts made from this campaign was No Port Available (CALL_RESULT_CODE=‘NO_PORT_AVAILABLE’).
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Position in Queue		Folder: {{{folder}}}
Description: The customer's position in the queue when the callback outbound dial attempt was ready to begin.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Position in Queue when Offered		Folder: {{{folder}}}
Description: The customer’s position in the queue when callback was offered.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Pre Source System Time		Folder: {{{folder}}}
Description: Total time spent in a pre-source system by tasks that were then completed during the reporting interval.Calculated as the difference between the time the task was created in the pre-source system, and when it was created in the source system.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Preview		Folder: {{{folder}}}
Description: The total number of customer interactions that are associated with this campaign that this agent previewed, whether the agent requested the interactions or Interaction Server pushed them to the agent’s desktop.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Preview Time		Folder: {{{folder}}}
Description: The total amount of time that this agent spent previewing customer interactions that are associated with this campaign that the agent requested or that Interaction Server pushed to the agent’s desktop.
Calculation:		Used in: Agent Outbound Campaign Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Push Delivery Confirmed Timestamp		Folder: {{{folder}}}
Description: The time when the application confirmed that push notification was received. This is used for CUSTOMER_ORIGINATED scenarios.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Queue Time		Folder: {{{folder}}}
Description: The sum of the durations that interactions spent at ACD queue resources prior to arrival at the IRF resource. This duration excludes abandoned-while-queued interactions.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Ready		Folder: {{{folder}}}
Description: The total number of times within the interval that this agent was in the Ready state on a particular media channel.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Ready Time		Folder: {{{folder}}}
Description: The total amount of time that this agent was in the Ready state for a particular media type.
Calculation:		Used in: Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Task Dashboard Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Interaction Time) Supervisor Dashboard Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity
Media type: Data type: Metric type: Interval
>> Back to list

Metric name: Ready To Start Timestamp		Folder: {{{folder}}}
Description: Either: Time when the Contact Center was ready to start outbound dial attempt for CUSTOMER_TERMINATED scenarios, or Time when the Contact Center sent push notification to user device in CUSTOMER_ORIGINATED scenarios.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Reason Time		Folder: {{{folder}}}
Description: The total amount of time that this agent was in a specific state for a specific reason, irrespective of the interval(s) in which the state-reason combination endures. This time is measured from the moment at which the agent enters this state-reason combination to the moment at which the agent exits this state or state-reason combination. If the agent’s state was still active when the data was compiled, the duration of the agent in this state appears as null in the reports.
Calculation:		Used in: Agent State Details Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Redirected		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions entered this queue, rang at a routing target, and were redirected upon no acceptance/answer by an agent. Queue Group Attribute: The total number of times that customer interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent.
Calculation:		Used in: Queue Dashboard Queue Outline Report Queue Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Rejected		Folder: {{{folder}}}
Description: Total number of engagements that were rejected by agents.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Requested Agent Assistance		Folder: {{{folder}}}
Description: The total number of callback calls wherein the customer requested agent assistance.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Resource Key BDS Introduced: 100.0.023.0000		Folder: {{{folder}}}
Description: This metric is used for internal comptutations.
Calculation: Count([Resource Key BDS])		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Responded		Folder: {{{folder}}}
Description: For voice and chat media, the total number of customer interactions of this business attribute that had been accepted by a handling resource. For e mail, this metric represents the total number interactions that had a responss that had been sent to a customer. One handling resource can send multiple replies; however, this metric’s value is either 0 or 1 for each interaction. The value of this metric is less than or equal to Responses.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Responded Unique		Folder: {{{folder}}}
Description: The total number of first-time outbound replies in which this agent (or an agent in this group) participated in response to customer interactions. Any number of replies could be prepared in response to a customer interaction. This metric attributes only the first-connected reply to this agent, regardless of whether the reply was sent. This metric excludes outbound replies to consultations, outbound replies that the agent pulled from his/her personal workbin or rejected, and system-generated responses.
Calculation:		Used in: Agent Interaction Hierarchy Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Response Ratio		Folder: {{{folder}}}
Description: The ratio of interactions of this business attribute for which an outbound reply was created to customers to all accepted interactions of this business attribute. For all media types, this ratio could be greater than 1:1.
Calculation: Calculated based on the (BA Customer >) Responses and Responded metrics.		Used in: Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Response Time		Folder: {{{folder}}}
Description: The time that elapsed before the customer received service or abandoned the interaction, including the time that the interaction spent in a queue (including routing points and non-self-service IVR ports) prior to abandonment or reaching a handling resource (agent or self-service IVR) as well as the alert duration at the resource prior to the interaction being accepted. Additionally, this metric includes the mediation duration of any immediate previous attempt to deliver the interaction that was redirected with a technical result of RoutedOnNoAnswer or Unspecified, as well as the alert duration that is associated with this attempt. Received consultations and collaborations are excluded from consideration.
Calculation: Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION.		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Responses		Folder: {{{folder}}}
Description: The definition of this metric depends on the media type: For voice and chat media, the total number of customer interactions that were accepted by handling resources. For email, the total number times that handling resources (agents) created outbound replies that might or might not have been sent. One handling resource can create multiple replies; this metric’s value reflects each reply.
Calculation:		Used in: Survey Answer Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Revenue		Folder: {{{folder}}}
Description: The total revenue generated during the interval by customer interactions assigned this business attribute.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Routed Other		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions entered this queue and were subsequently routed either to other mediation DNs or to unmonitored resources. Queue Group Attribute: The total number of times that customer interactions entered queues that belong to this queue group and were subsequently routed either to other mediation DNs or to unmonitored resources.
Calculation:		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Routed to Agent Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to an agent. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Routed to DN Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to a DN. If more than one intent is recognized during an SDR session, this count considers only the last intent.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Routing Point Time		Folder: {{{folder}}}
Description: The sum of the durations that this IRF spent in routing point resources or routing strategy resources prior to arrival at the IRF resource.
Calculation:		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Satisfaction		Folder: {{{folder}}}
Description: The sum of numerical scores of customer satisfaction that were attributed to customer interactions assigned this business attribute.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Saved Time		Folder: {{{folder}}}
Description: The total number of minutes of call time that were saved because of callback.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Self Service Bot Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total duration (in seconds) of all Self-Service SDR sessions in which bots participated.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Self Service Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total duration (in seconds) of all Self-Service SDR sessions.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Self Service No Bot Duration Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total duration (in seconds) of all Self-Service SDR sessions in which no bots participated.
Calculation: SS_DURATION - SS_BOTS_DURATION		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Self-Service Duration		Folder: {{{folder}}}
Description: The total amount of time attributed to the Self-Service phase of the Designer application.
Calculation:		Used in: Application Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Sent Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of outbound emails that were sent to customer.
Calculation: Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Sent ACK Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of acknowledgements that were sent to the customer.
Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Sent QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The total number of outbound emails that were send with QA review to customer.
Calculation: Sum("CMPL_QA_REVIEW_COUNT")		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Sent without ACK Introduced: 9.0.019		Folder: {{{folder}}}
Description: The number of outbound emails without Acknowledgements that were sent to customer.
Calculation: "iWD\Email\Sent" - "iWD\Email\Sent ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Sent without QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The total number of outbound emails that were sent without QA review to customer.
Calculation: "iWD\Email\Sent" - "iWD\Email\Sent QA Review"		Used in: This metric is not used in any reports.
Media type: email Data type: Metric type:
>> Back to list

Metric name: Sentiment Factor		Folder: {{{folder}}}
Description: This metric is used for internal purposes to assign a factor to the Classify Sentiment Category dimension. This factor takes on one of four values: -1, when Classify Sentiment Category is Negative. 0.25, when Classify Sentiment Category is Neutral. 1, when Classify Sentiment Category is Positive. 0, otherwise.
Calculation: Calculated based on the (BA Customer >) Classify Sentiment Category metric.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Sentiment Index		Folder: {{{folder}}}
Description: Customer sentiment in accordance with their ability to influence. A weighted consolidated sentiment and influence (-10,000 to 10,000 per interaction), with the largest values assigned to customers with the highest influence score.
Calculation: Calculated based on the following Business Attribute > BA Customer metrics: Influence Score, Sentiment Influence Entered Diff, Sentiment Score, Sentiment Factor, Entered with Sentiment.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Sentiment Influence Entered Diff		Folder: {{{folder}}}
Description: The difference between the number of interactions that entered/began within the contact center for which a sentiment score was attached and the number for which an influence score was attached.
Calculation: Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Sentiment Score		Folder: {{{folder}}}
Description: This metric is used for internal purposes to represent the total score reflecting the attitude expressed by customers for interactions that entered or began within the contact center.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Service Pending Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: This is an auxiliary metric that is used to calculate totals for the Pending metric.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Service Pending Overdue Introduced: 9.0.000.67		Folder: {{{folder}}}
Description: This is an auxiliary metric that is used to calculate totals for the Pending Overdue metric.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Service Start Timestamp		Folder: {{{folder}}}
Description: The date and time (UTC) when the Callback service started.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Date Metric type: Detail
>> Back to list

Metric name: Session		Folder: {{{folder}}}
Description: The total number of times that a caller interacted with the application.
Calculation:		Used in: Application Duration Report Application Summary Report Milestone Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Session Duration		Folder: {{{folder}}}
Description: The total amount of time attributed to either the Self-Service phase or the Assisted-Service phase of the Designer application.
Calculation:		Used in: Application Duration Report
Media type: Data type: AG2_SDR_SESSION_*.DURATION Metric type:
>> Back to list

Metric name: Session Ended Normally		Folder: {{{folder}}}
Description: The number of interaction that ended normally (ENDED_REASON in ['QUIT', 'FORCE']).
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Session Inactive		Folder: {{{folder}}}
Description: The total number of times that sessions were inactive during the reporting period.
Calculation:		Used in: Async Chat Dashboard Chat Interaction Stats Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Session Missed Introduced: 9.0.011.xx		Folder: {{{folder}}}
Description: Total number of chats requested by clients that were not answered by agents during the reporting period. aka Chats Missed.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Session Only with Bot		Folder: {{{folder}}}
Description: The total number of media sessions handled by bots, without agent involvement.
Calculation:		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: Session Time		Folder: {{{folder}}}
Description: The total duration of chat sessions within the reporting period.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Session Transferred		Folder: {{{folder}}}
Description: aka Chats Transferred. The total number of chats that were transferred to an agent during the reporting period.
Calculation:		Used in: Chat Session Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Session with Bot		Folder: {{{folder}}}
Description: The total number of media sessions in which bots participated.
Calculation:		Used in: Bot Dashboard Sessions Handled by Bots
Media type: Data type: Metric type:
>> Back to list

Metric name: Sessions		Folder: {{{folder}}}
Description: The total number of Co-browse sessions.
Calculation:		Used in: Co-browse Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Short		Folder: {{{folder}}}
Description: The total number of times that customer interactions were accepted by this agent (or by and agents who belongs to this agent group) and then released, transferred, or stopped within the short-engagement threshold.
Calculation:		Used in: Agent Conduct Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Short Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions entered this queue and were abandoned within the short-abandoned threshold. Queue Group Attribute: The total number of times that customer interactions entered queues that belong to this queue group and were abandoned within the short-abandoned threshold. The count excludes interactions that were abandoned after distribution. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. For example, if the short-abandoned threshold value is configured to 10 seconds, and the interaction is abandoned in less than ten seconds, it is counted, while interactions that last more than ten seconds are not counted.
Calculation:		Used in: Interaction Traffic Group Report Queue Dashboard Queue Outline Report Queue Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Detected		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a special information tone for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_DETECTED'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation:		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Invalid Number		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a special information tone that indicated an invalid number for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_INVALID_NUMBER'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation:		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT No Circuit		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a special information tone indicating that all circuits were busy for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_NC'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation:		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Operator Intercept		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a special information tone indicating that the dialed number either had been changed or disconnected for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_IC'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation:		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Ratio		Folder: {{{folder}}}
Description: The ratio of contact attempts that resulted in SIT detection to the total number of contact attempts generated by a specific calling list from this campaign.
Calculation: Calculated based on the Contact Attempt > All SIT and Contact Attempt > Attempts metrics.		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Reorder		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a special informationtone indicating incomplete digits, internal office, feature failure, call failure, no wink, or partial digits received for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_RO'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation:		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Unknown		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected an unknown special information tone for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_UNKNOWN_CALL_STATE'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation:		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: SIT Vacant		Folder: {{{folder}}}
Description: The total number of times attributed to the interval that the system detected a special information tone indicating an N11 code, a class code, or a prefix for contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_VC'). A count of either 0 or 1 is attributed to this metric value for each contact attempt. The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration.
Calculation: CA_SIT_VACANT		Used in: Contact List Effectiveness Report
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Source Customer Engage Time		Folder: {{{folder}}}
Description: The amount of time that the agent processed a customer-related transfer or conference where the agent was the initiator of the interaction. For synchronous interactions, this is the time that the agent spent interacting with a customer. For asynchronous interactions, this is the time spent handling an inbound interaction from a customer or handling a reply interaction back to the customer. This duration excludes consultations and collaborations.
Calculation:		Used in: Transfer Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Source Customer Hold Time		Folder: {{{folder}}}
Description: The amount of time that the agent had the customer on hold. This metric pertains to transfers or conferences that the agent initiated and excludes hold durations that are associated with consultations.
Calculation:		Used in: Transfer Detail Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Source Customer Wrap Time		Folder: {{{folder}}}
Description: The amount of time that the resource was in interaction-related ACW (Wrap) state that pertain to customer transfers or conferences that the agent initiated. The duration excludes ACW duration that is associated with received consultations.
Calculation:		Used in: Transfer Detail Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Source Queue Time		Folder: {{{folder}}}
Description: The sum of the durations that initiated transfers or conferences spent at ACD queue resources prior to arrival at the IRF resource. This duration includes interactions that were queued for consultation and excludes abandoned-while-queued interactions.
Calculation:		Used in: Transfer Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Source System Time		Folder: {{{folder}}}
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the difference between the iWD and source system creation timestamps, for tasks that were completed during the given time interval.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Standard Abandoned Waiting		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of customer interactions that entered this queue and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the interactions could be established. Queue Group Attribute: The total number of customer interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the interactions could be established. This metric: excludes interactions that were abandoned while they were alerting at a handling resource. relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: Queue Outline Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Standard Abandoned Waiting Time		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that is associated with interactions that entered this queue and were abandoned or dropped for any reason before the interactions could be distributed. Queue Group Attribute: The total amount of time that is associated with interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason before the interactions could be distributed. This time excludes the duration of customer interactions that were abandoned within the short-abandoned threshold as well as abandoned-while-alerting interactions. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
>> Back to list

Metric name: Standard Response Introduced: 9.0.019		Folder: {{{folder}}}
Description: The total number of standard responses that were sent to the customer.
Calculation: Sum("CMPL_TASK_COUNT Standard Response")		Used in: This metric is not used in any reports.
Media type: email Data type: Metric type:
>> Back to list

Metric name: Start Date Time Key		Folder: {{{folder}}}
Description: This hidden metric is reserved for internal use to employ a key for a particular date and time from the AG2_CALLBACK_* hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Start Date Time Key Abn		Folder: {{{folder}}}
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_QUEUE_ABN hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Start Date Time Key Ans		Folder: {{{folder}}}
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_QUEUE_ACC_AGENT hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
>> Back to list

Metric name: Start DateTime Key		Folder: {{{folder}}}
Description: This hidden metric is reserved for internal use to employ a key for a particular date and time from the CALLBACK_FACT_GI2.* hierarchy.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Started		Folder: {{{folder}}}
Description: The total number of bot sessions that started.
Calculation: Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics.		Used in: Bot Dashboard Bot Sessions Overall
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: State Reason		Folder: {{{folder}}}
Description: Total number of times this agent was in a specific state for a specific reason, irrespective of the interval(s) in which the state-reason combination endures.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Interval
>> Back to list

Metric name: State Reason Time		Folder: {{{folder}}}
Description: The total amount of time that this agent was in a specific state for a specific reason, irrespective of the interval(s) in which the state-reason combination endures. This time is measured from the moment at which the agent enters this state-reason combination to the moment at which the agent exits this state or state-reason combination. If the agent’s state was still active when the data was compiled, the duration of the agent in this state appears as null in the reports.
Calculation:		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Interval
>> Back to list

Metric name: Strikeout		Folder: {{{folder}}}
Description: The total number of times that the maximum number of retries (for No Input or No Match) was reached.
Calculation:		Used in: Blocks Summary Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Stuck		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions were cleared from this virtual queue, workbin, or interaction queue because they were identified as being stuck (having a technical result of StuckCall). Queue Group Attribute: The total number of times that customer interactions were cleared from virtual queues, workbins, or interaction queues that belong to this queue group because the interactions were identified as being stuck (having a technical result of StuckCall). Interactions can be cleared for many reasons, including: Distribution to a parallel virtual queue. Default routed by the switch. Default routed by a routing strategy. Removing interactions that are determined to be stuck. Removing interactions for any other reason, such as abnormal stops. Removing interactions from a virtual queue by using the URS ClearTargets function. But excluding: Interactions that the customer abandoned while still queued. Interactions that were distributed from this virtual queue, workbin, or interaction queue. Interactions that were queued for consultation or collaboration.
Calculation:		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Success Introduced: 9.0.016		Folder: {{{folder}}}
Description: The total number of successful bot sessions.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Successful		Folder: {{{folder}}}
Description: The total number of callbacks that successfully connected the customer with an agent.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Target Customer Engage Time		Folder: {{{folder}}}
Description: The amount of time that the agent spent processing a customer-related transfer or conference where the agent was the recipient of the interaction. For synchronous interactions, this is the time that the agent spent interacting with a customer. For asynchronous interactions, this is the time that the agent spent handling an inbound interaction from a customer or handling a reply interaction back to the customer. This duration excludes consultations and collaborations.
Calculation:		Used in: Transfer Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Target Customer Hold Time		Folder: {{{folder}}}
Description: The amount of time that the agent had the customer on hold. This metric pertains to transfers or conferences that the agent received and excludes hold durations that are associated with consultations.
Calculation:		Used in: Transfer Detail Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Target Customer Wrap Time		Folder: {{{folder}}}
Description: The amount of time that the resource was in interaction-related ACW (Wrap) state that pertain to customer transfers or conferences that the agent received. The duration excludes ACW duration that is associated with received consultations.
Calculation:		Used in: Transfer Detail Report
Media type: Voice Data type: Number Metric type: Detail
>> Back to list

Metric name: Target Queue Time		Folder: {{{folder}}}
Description: The sum of the durations that received transfers or conferences spent at ACD queue resources prior to arrival at the IRF resource.
Calculation:		Used in: Transfer Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Target Size		Folder: {{{folder}}}
Description: The number of agents in the scored target group (based on the list received from the scoring engine).
Calculation:		Used in: Predictive Routing Detail Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Tasks on Cancel Queue		Folder: {{{folder}}}
Description: The total number of tasks on Cancel Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Captured Queue		Folder: {{{folder}}}
Description: The total number of tasks on Captured Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Completed Queue		Folder: {{{folder}}}
Description: The total number of tasks on Completed Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Delivery Attempt Hold Queue		Folder: {{{folder}}}
Description: The total number of tasks on Delivery Attempt Hold Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Delivery Window Hold Queue		Folder: {{{folder}}}
Description: The total number of tasks on Delivery Window Hold Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Error Held Queue		Folder: {{{folder}}}
Description: The total number of tasks on Error Held Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Force Route Hold Queue		Folder: {{{folder}}}
Description: The total number of tasks on Force Route Hold Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Force Route Queued Hold		Folder: {{{folder}}}
Description: The total number of tasks on Force Route Queued Hold.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Hold Queue		Folder: {{{folder}}}
Description: The total number of tasks on Hold Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on New Queue		Folder: {{{folder}}}
Description: The total number of tasks on New Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Non Routable Queue		Folder: {{{folder}}}
Description: The total number of tasks on Non Routable Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Post Processing Queue		Folder: {{{folder}}}
Description: The total number of tasks on Post Processing Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Queued Queue		Folder: {{{folder}}}
Description: The total number of tasks on Queued Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Rejected Queue		Folder: {{{folder}}}
Description: The total number of tasks on Rejected Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Restricted Delivery Queue		Folder: {{{folder}}}
Description: The total number of tasks on Restricted Delivery Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Submitted Queue		Folder: {{{folder}}}
Description: The total number of tasks on Submitted Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Tasks on Transfer Queue		Folder: {{{folder}}}
Description: The total number of tasks on Transfer Queue.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Terminated Due to Other Reasons		Folder: {{{folder}}}
Description: The total number of sessions that terminated for any reason other than interruption by the agent, abandonment or interruption by the caller, or inactivity.
Calculation: Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive])		Used in: Chat Termination Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Agent Messages Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total number of agent messages in all threads.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Agent Messages Size Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total size of all agent messages in the thread.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Customer Messages Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total number of customer messages in all threads.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Customer Messages Size Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total size of all customer messages in the thread.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Engagements Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total number of engagements in all threads.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Handle Time Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total handle duration of all chats in all threads.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Response Time Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: The total amount of time between clients' messages and the subsequent agents' messages throughout the thread.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Thread Sessions Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total number of sessions in all threads.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Threads Introduced: 9.0.012.01		Folder: {{{folder}}}
Description: Total number of threads started by clients.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Time to Abandon Waiting For Agent		Folder: {{{folder}}}
Description: After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Time to Wait For Agent		Folder: {{{folder}}}
Description: After successful callbacks, the total amount of time all customers spent waiting for an agent.
Calculation:		Used in: Callback Summary Report
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Timeout Waiting		Folder: {{{folder}}}
Description: The total number of times that a customer was disconnected because the max timeout limit was reached.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice,Chat Data type: Number Metric type: Disposition
>> Back to list

Metric name: Timeout Warning		Folder: {{{folder}}}
Description: The number of times that a customer was disconnected because the max timeout limit was reached.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Total Duration		Folder: {{{folder}}}
Description: The total duration of the IRF resource's participation in the interaction, irrespective of the interval(s) in which the IRF endures, including hold duration and the time that the interaction spent in mediation. This metric excludes alert duration, received consultations, and received collaborations.
Calculation: Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION.		Used in: Interaction Handling Attempt Report
Media type: All Data type: Number Metric type: Detail
>> Back to list

Metric name: Transfer Accepted Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of interactions, assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.
Calculation:		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Accepted Cold Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: The total number of times that customer interactions were successfully cold transferred and accepted by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Calculation: Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics.		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Accepted Time		Folder: {{{folder}}}
Description: The amount of time, in seconds, that the agent spent handling interactions assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.. Used for calculating Avg Transfer Accepted Handle Time.
Calculation: AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Accepted Warm Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of interactions, assigned this business attribute, that arrived by warm transfer and were offered to the agent during the reporting interval.
Calculation:		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Failed		Folder: {{{folder}}}
Description: The number of failed attempts to transfer the callback interaction to the agent.
Calculation:		Used in: Callback Details Report
Media type: Voice,Chat Data type: Number Metric type: Detail
>> Back to list

Metric name: Transfer Initiated Agent		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents transferred customer interactions that were distributed or pulled from this queue. Queue Group Attribute: The total number of times that agents transferred customer interactions that were distributed or pulled from queues that belong to this queue group. Both warm and blind transfers are reflected in this metric.
Calculation:		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Transfer Initiated Agent Cold Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of cold transfers initiated by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Calculation: Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Transfer Initiated Agent Warm Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of warm transfers initiated by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Calculation:		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Transfer Initiated Cold Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of cold transfers of interactions assigned this business attribute, that were initiated by the agent during the reporting interval.
Calculation: Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics.		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Initiated Time Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of seconds that the transferring agent spent handling customer interactions that were transferred and handled during the reporting interval.
Calculation: AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Transfer Initiated Warm Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of warm transfers of interactions assigned this business attribute, that were initiated by the agent during the reporting interval.
Calculation:		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Offered Introduced: 100.0.027.0001		Folder: {{{folder}}}
Description: Total number of times that customer interactions were arrived by transfer and were offered (for this Agent or Agent Group, depending on the relevant GCXI Project attributes for this metric).
Calculation:		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Transfer Rate		Folder: {{{folder}}}
Description: The percentage of interactions that were transferred. Calculated as the total number of transferred interactions divided by the total number of interactions.
Calculation: Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics.		Used in: Contact Center Report Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: Data type: Metric type: Disposition
>> Back to list

Metric name: Transfer Received Accepted		Folder: {{{folder}}}
Description: The total number of times that this agent (or an agent who belongs to this agent group) received customer interactions that were successfully transferred to the agents. Both warm and blind transfers are reflected in this metric.
Calculation:		Used in: Agent Group Interaction Handling Report
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Transferred to Assisted Service Introduced: 9.0.013		Folder: {{{folder}}}
Description: The total number of interactions that were transferred from the Self-Service phase of the Assisted-Service phase of the Designer application during the reporting interval.
Calculation:		Used in: Assisted Service Interactions by Last Milestone Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Turnaround Time		Folder: {{{folder}}}
Description: Amount of time the interaction spent in queue while waiting for predictive routing scoring to be completed.
Calculation:		Used in: Model Efficiency
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Unsolicited Introduced: 9.0.019		Folder: {{{folder}}}
Description: The total number of unsolicited messages that were sent to customer.
Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Unsolicited QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The total number of unsolicited emails that were sent with without QA review to customer.
Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Unsolicited without QA Review Introduced: 9.0.019		Folder: {{{folder}}}
Description: The total number of unsolicited emails that were sent without QA review to customer.
Calculation: "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
>> Back to list

Metric name: Wrap		Folder: {{{folder}}}
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents entered or were in ACW (Wrap) state upon handling customer interactions that were distributed from this queue. Queue Group Attribute: The total number of times that agents entered or were in ACW state upon handling customer interactions that were distributed from queues that belong to this queue group.
Calculation:		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
>> Back to list

Metric name: Wrap In		Folder: {{{folder}}}
Description: The total number of times that this agent received customer calls while in ACW (Wrap) state.
Calculation:		Used in: Agent Utilization Agent Wrap Report
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: Wrap In Time		Folder: {{{folder}}}
Description: The total amount of time that this agent spent handling customer calls that the agent answered while in ACW (Wrap) state. This duration includes alert (ring) time, hold time, and time of engagement.
Calculation:		Used in: Agent Wrap Report
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: Wrap Out		Folder: {{{folder}}}
Description: The total number of times that this agent placed calls while in ACW (Wrap) state. Consultations that the agent participated in while in ACW state are excluded from this metric.
Calculation:		Used in: Agent Wrap Report
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: Wrap Out Time		Folder: {{{folder}}}
Description: The total amount of time that this agent spent handling internal or outbound interactions that the agent initiated while in ACW (Wrap) state. This duration includes dial time, hold time, and time of engagement, but excludes consultations that the agent participated in while in ACW state.
Calculation:		Used in: Agent Wrap Report
Media type: Voice Data type: Number Metric type: Interval
>> Back to list

Metric name: Wrap Time		Folder: {{{folder}}}
Description: The total amount of time that agents spent performing after-call work for customer interactions that were distributed from this chat.
Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Write Sessions		Folder: {{{folder}}}
Description: The total number of Co-browse sessions in which WRITE mode was used in any segment of the session.
Calculation:		Used in: Co-browse Summary Report
Media type: Data type: Metric type: Disposition
>> Back to list