WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:31:40Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:05Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:21:28Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Using copy and paste for statistics
|TocName=Using copy and paste for statistics
|Context=Use these sample formats to get a start on setting up statistics for your e-mail, voice, chat, and iWD interactions.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=This article contains four examples of the statistics defined in "WFM Statistics: Recommended Settings". Use these examples only as generic starting points for your configuration, making the modifications necessary to ensure they function properly within your environment.

These statistics do not include any of the required filters or time ranges; those items are specific to your installation. Add these filters only if they are missing from the relevant section(s) of your configuration.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Using the copy and paste format
|anchor=CPFmt
|alignment=Vertical
|Media=
|image=
|structuredtext=All of the statistics in this topic appear in this format:

<tt>[WFMTotalNumberCallsEntered] 
Category=TotalNumber 
MainMask=CallEntered 
Description=The total number of interactions 
Subject=DNAction 
Objects=Queue,RoutePoint,GroupQueues</tt>

You can amend the text within the square brackets (use underscores rather than spaces) and the description line. For example, you could change the above example to this:

<tt>[Special_Call_Entered_Stat_4_Steve] 
Category=TotalNumber 
MainMask=CallEntered 
Description=This reflects the number of inbound calls received 
through a queue 
Subject=DNAction 
Objects=Queue,RoutePoint,GroupQueues</tt>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Multimedia statistics for e-mail interactions
|anchor=MMSEml
|alignment=Vertical
|Media=
|image=
|structuredtext=<tt>[WFM_Email_Entered] 
AggregationType=Total 
Category=JavaCategory 
Description=The total number of interactions 
JavaSubCategory=eServiceInteractionStat.jar:EQR Total Entered 
Objects=StagingArea 
[WFM_Email_Handle_Time] 
Category=TotalTime 
MainMask=InteractionHandling 
Description=Total time spent handling interactions 
Objects=Agent,GroupAgents,GroupPlaces,Place 
Subject=AgentStatus 
[WFM_Email_Handled] 
Category=TotalNumber 
MainMask=InteractionHandling 
Description=Total number of interactions handled 
Objects=Agent,GroupAgents,GroupPlaces,Place 
Subject=DNAction</tt>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Statistics for chat interactions
|anchor=SChtInt
|alignment=Vertical
|Media=
|image=
|structuredtext=<tt>[WFM_Chat_Entered] 
AggregationType=Total 
Category=JavaCategory 
Description=The total number of interactions 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Total Entered 
Objects=StagingArea 
MediaType=chat 
[WFM_Chat_Abandoned] 
AggregationType=Total 
Category=JavaCategory 
Description=The total abandoned from queue 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Total Abandoned 
Objects=StagingArea 
MediaType=chat 
[WFM_Chat_Average_Speed_Answer] 
AggregationType=Total 
Category=JavaCategory 
Description=Average time taken to answer 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Average Waiting Time 
Objects=StagingArea 
MediaType=chat 
[WFM_Chat_Total_Distributed] 
AggregationType=Total 
Category=JavaCategory 
Description=Total Distributed 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Total Distributed 
Objects=StagingArea 
MediaType=chat 
[WFM_Chat_Handle_Time] 
Category=TotalTime 
MainMask=InteractionHandling 
Description=Total time spent handling interactions 
Objects=Agent,GroupAgents,GroupPlaces,Place 
Subject=AgentStatus 
[WFM_Chat_Handled] 
Category=TotalNumber 
MainMask=InteractionHandling 
Description=Total number of interactions handled 
Objects=Agent,GroupAgents,GroupPlaces,Place 
Subject=DNAction</tt>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Statistics for intelligent Workload Distribution interactions
|anchor=SiWDInt
|alignment=Vertical
|Media=
|image=
|structuredtext=<tt>[WFM_OMedia_Entered] 
AggregationType=Total 
Category=JavaCategory 
Description=The total number of interactions 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Total Entered 
Objects=StagingArea 
MediaType=MediaX 
[WFM_OMedia_Abandoned] 
AggregationType=Total 
Category=JavaCategory 
Description=The total abandoned from queue 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Total Abandoned 
Objects=StagingArea 
MediaType=MediaX 
[WFM_OMedia_Average_Speed_Answer] 
AggregationType=Total 
Category=JavaCategory 
Description=Average time taken to answer 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Average Waiting Time 
Objects=StagingArea 
MediaType=MediaX 
[WFM_OMedia_Total_Distributed] 
AggregationType=Total 
Category=JavaCategory 
Description=Total Distributed 
JavaSubCategory=eServiceInteractionStat.jar:OMQ Total Distributed 
Objects=StagingArea 
MediaType=MediaX 
[WFM_OMedia_Handle_Time] 
Category=TotalTime 
MainMask=InteractionHandling 
Description=Total time spent handling interactions 
Objects=Agent,GroupAgents,GroupPlaces,Place 
Subject=AgentStatus 
[WFM_OMedia_Handled] 
Category=TotalNumber 
MainMask=InteractionHandling 
Description=Total number of interactions handled 
Objects=Agent,GroupAgents,GroupPlaces,Place 
Subject=DNAction</tt>
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Statistics for voice interactions
|anchor=SVcImt
|alignment=Vertical
|Media=
|image=
|structuredtext=<tt>[WFMTotalNumberCallsEntered] 
Category=TotalNumber 
MainMask=CallEntered 
Subject=DNAction 
Objects=Queue,RoutePoint,GroupQueues 
[WFMTotalNumberCallsAband] 
Category=TotalNumber 
MainMask=CallAbandoned, CallAbandonedFromRinging 
Subject=DNAction 
Objects=Queue,RoutePoint,GroupQueues 
[WFMTotalNumberCallsDistrib] 
Category=TotalNumber 
MainMask=CallDistributed 
Subject=DNAction 
Objects=Queue,RoutePoint,GroupQueues 
[WFMServiceFactor1] 
Category=ServiceFactor1 
MainMask=CallAnswered,CallAbandoned,CallAbandonedFromRinging 
Subject=DNAction 
Objects=Queue, RoutePoint, GroupQueues 
[WFMAverTimeBeforeAnswering] 
Category=AverageTime 
MainMask=CallAnswered 
RelMask=CallAnswered 
Subject=DNAction 
Objects=Queue, RoutePoint, GroupQueues 
[WFMTotalHandleTime] 
Category=TotalAdjustedTime 
MainMask=CallInbound, CallOutbound, AfterCallWork 
Subject=DNAction 
Objects=Agent, Place,GroupAgents,GroupPlaces 
[WFMTotalNumberCallsHandled] 
Category=TotalNumber 
MainMask=CallInbound,CallOutbound 
Subject=DNAction 
Objects=Agent,Place,GroupAgents,GroupPlaces</tt>
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=Use these sample formats to get a start on setting up statistics for your e-mail, voice, chat, and iWD interactions.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

PEC-WFM/Current/Administrator/RecStats - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"