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| Page | metric | displayName | shortDesc | longDesc | type | mediaType | dataType | folder | displaysInFolder | displaysInFolder Cloud | displaysInFolder Premise | internalMetricID | dbTable | calculation | usedIn | cloud | premise | project | notproject | introduced | modified | discontinued | anchor |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Group Combination Detail Session | Group Combination Detail Session | This metric is reserved for internal use to employ a key for a particular resource-group combination from the SM_RES_SESSION_FACT table. | This metric is reserved for internal use to employ a key for a particular resource-group combination from the SM_RES_SESSION_FACT table. | All | Number | Agent > Detail > Session | SESS_GROUP_COMBINATION | SM_RES_SESSION_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY | yes | yes | AgentDetailSessionGroupCombinationDetailSession | |||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Handle Time | Handle Time | The total amount of time that agents (or agetns who belong to this agent group) spent handling interactions that the agents received. | The total amount of time that agents who belong to this agent group spent handling interactions that the agents received. Handle time is measured as the sum of engagement time (for example, talk time), hold time, ACW (Wrap) time, all consult time for interactions that the agent received, and all ACW time for consultations the agent received. Some of these components return zero values for some media types. |
Disposition | All | Number | Agent > Activity | Outbound Contact > Agent Contact | A_HANDLE_TIME | Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. | Agent Performance Dashboard • Agent Group Business Attribute Report • Agent Report | yes | yes | AgentActivityHandleTime | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Handle Time | Handle Time | The total amount of time that this agent spent handling interactions that were distributed or pulled from this queue for those interactions that the agent received. | The total amount of time that this agent spent handling interactions that were distributed or pulled from this queue for those interactions that the agent received. | Disposition | All | Number | Agent > Activity > Queue | A_HANDLE_TIME | Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. | yes | yes | AgentActivityQueueHandleTime | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Hold | Hold | The total number of times within the interval that this agent (or agents in this agent group) had customer calls on hold. | The total number of times within the interval that this agent (or agents in this agent group) had customer calls on hold. | Disposition | Voice | Number | Agent > Activity | Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact | A_HOLD | AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD | Agent Performance Dashboard • Agent Interval Based Report • Agent Report • Agent Utilization Report | yes | yes | AgentActivityHold | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Hold | Hold | The total number of times within the interval that this agent had customer calls (that were distributed from this queue) on hold. | The total number of times within the interval that this agent had customer calls (that were distributed from this queue) on hold. | Disposition | Voice | Number | Agent > Activity > Queue | A_HOLD | AG2_AGENT_QUEUE_[*].HOLD | yes | yes | AgentActivityQueueHold | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Hold Time | Hold Time | The total amount of time that agents had customer interactions distributed from this queue on hold. This metric counts all held durations for interactions, whether they were placed on hold once or more than once. | The total amount of time that agents had customer interactions distributed from this queue on hold.This metric counts all held durations for interactions, whether they were placed on hold once or more than once. | Disposition | Voice | Number | Agent > Activity > Queue | A_HOLD_TIME | AG2_AGENT_QUEUE_[*].HOLD_TIME | Agent Queue Report | yes | yes | AgentActivityQueueHoldTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Hold Time | Hold Time | The total amount of time that this agent (or agents in this agent group) had customer interactions on hold. This metric counts all held durations for interactions, whether they were placed on hold once or more than once. | The total amount of time that this agent (or agents in this agent group) had customer interactions on hold. This metric counts all held durations for interactions, whether they were placed on hold once or more than once. | Disposition | Voice | Number | Agent > Activity | Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact | A_HOLD_TIME | AG2_AGENT_[*].HOLD_TIME • AG2_AGENT_GRP_[*].HOLD_TIME | Agent Group Business Attribute Report • Agent Interval Based Report • Agent Outbound Campaign Report • Agent Performance Dashboard • Agent Report • Agent Summary Activity Report (Interaction) • Supervisor Dashboard | yes | yes | AgentActivityHoldTime | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Influence Score | Influence Score | The total score that represents the customer clout that has amassed on social networks for customer interactions that were distributed from this queue and handled by this agent. | The total score that represents the customer clout that has amassed on social networks for customer interactions that were distributed from this queue and handled by this agent. | Disposition | All | Number | Agent > Activity > Queue | @A_INFLUENCE | AG2_AGENT_QUEUE_[*].INFLUENCE | yes | yes | AgentActivityQueueInfluenceScore | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Influence Score | Influence Score | The total score that represents the customer’s clout that has amassed on social networks for customer interactions that were handled by this agent (or by agents who are members of this agent group). | The total score that represents the customer’s clout that has amassed on social networks for customer interactions that were handled by this agent (or by agents who are members of this agent group). | Disposition | All | Number | Agent > Activity | @A_INFLUENCE | AG2_AGENT_[*].INFLUENCE • AG2_AGENT_GRP_[*].INFLUENCE | yes | yes | AgentActivityInfluenceScore | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Invite | Invite | Number of customer interactions that alerted or rang at this agent (or at agents who belong to this agent group) before the interactions were accepted, plus the number of dials agents performed, where the calls were successfully established. | The total number of customer interactions that alerted or rang at this agent (or at agents who belong to this agent group) before the interactions were accepted plus the total number of dials that agents performed, where the calls were successfully established. This metric is attributed to the interval in which the alerting/dialing first occurred. |
Disposition | All | Number | Agent > Activity | Outbound Contact > Agent Contact | A_INVITE | AG2_AGENT_[*].INVITE • AG2_AGENT_GRP_[*].INVITE | yes | yes | AgentActivityInvite | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Invite | Invite | The total number of customer interactions that were distributed from this queue that alerted or rang at this agent before the interactions were accepted plus the total number of dials that the agent performed, where the calls were successfully established. | The total number of customer interactions that were distributed from this queue that alerted or rang at this agent before the interactions were accepted plus the total number of dials that the agent performed, where the calls were successfully established. This metric is attributed to the interval in which the alerting/dialing first occurred. The dialing component of this metric applies to voice media only. |
Disposition | All | Number | Agent > Activity > Queue | A_INVITE | AG2_AGENT_QUEUE_[*].INVITE | yes | yes | AgentActivityQueueInvite | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Invite Time | Invite Time | The total amount of time that customer interactions alerted at this agent (or at agents who belong to this agent group), plus the total duration of the dialing that the agents performed. | The total amount of time that customer interactions alerted at this agent (or at agents who belong to this agent group), plus the total duration of the dialing that the agents performed.
This metric is attributed to the interval in which the alerting/dialing first occurred. |
Disposition | All | Number | Agent > Activity | Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact | A_INVITE_TIME | AG2_AGENT_[*].INVITE_TIME • AG2_AGENT_GRP_[*].INVITE_TIME | Supervisor Dashboard • Agent Interaction State • Agent Summary Activity Report (Interaction) | yes | yes | AgentActivityInviteTime | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Invite Time | Invite Time | The total amount of time, in seconds, that customer interactions alerted at this agent plus the total duration of the dialing that the agent performed for calls that were distributed or pulled from this queue. | The total amount of time, in seconds, that customer interactions alerted at this agent plus the total duration of the dialing that the agent performed for calls that were distributed or pulled from this queue. 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. This metric is attributed to the interval in which the alerting/dialing first occurred. |
Disposition | All | Number | Agent > Activity > Queue | A_INVITE_TIME | AG2_AGENT_QUEUE_[*].INVITE_TIME | yes | yes | AgentActivityQueueInviteTime | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Ixn Busy Time | Ixn Busy Time | The total amount of time within the interval that this agent was busy processing interactions. | 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. |
Interval | All | Number | Agent > State and Reason > Interaction State | IA_BUSY_TIME_IXN | Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. | Supervisor Dashboard • Agent Interaction State • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStateIxnBusyTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Ixn Wrap | Ixn Wrap | The total number of times within the interval that this agent was in ACW (Wrap) state for customer interactions that the agent received. | The total number of times within the interval that this agent was in ACW (Wrap) state for customer interactions that the agent received. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_WRAP_IXN | AG2_I_AGENT_[*].WRAP | Agent Interval Based Report | yes | yes | AgentStateandReasonInteractionStateIxnWrap | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Ixn Wrap Time | Ixn Wrap Time | The total amount of time within the interval that this agent spent in ACW (Wrap) state for customer calls that the agent received. | The total amount of time within the interval that this agent spent in ACW (Wrap) state for customer calls that the agent received. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_WRAP_TIME_IXN | AG2_I_AGENT_[*].WRAP_TIME | Supervisor Dashboard • Agent Interaction State • Agent Interval Based Report • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStateIxnWrapTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Accepted | Not Accepted | The total number of customer interactions that were offered to or dialed by this agent within the interval or within a prior interval and ensued in this interval, but which were not accepted by this agent as customer interactions or consultations. | The total number of customer interactions that were offered to or dialed by this agent within the interval or within a prior interval and ensued in this interval, but which were not accepted by this agent as customer interactions or consultations. Calculated as the difference between:
and
|
Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOTACCEPTED | Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. | yes | yes | AgentStateandReasonInteractionStateNotAccepted | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Accepted | Not Accepted | The total number of times that customer interactions were redirected to another resource upon no answer by this agent (or by agents who belong to this agent group), or were otherwise not accepted by such agents. | The total number of times that customer interactions were redirected to another resource upon no answer by this agent (or by agents who belong to this agent group), or were otherwise not accepted by such agents. | Disposition | All | Number | Agent > Activity | A_NOTACCEPTED | AG2_AGENT_[*].NOTACCEPTED • AG2_AGENT_GRP_[*].NOTACCEPTED | Agent Performance Dashboard • Agent Report • Agent Utilization Report | yes | yes | AgentActivityNotAccepted | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Accepted | Not Accepted | The total number of times that customer interactions, that were distributed from this queue were redirected to another resource upon no answer by this agent or were otherwise not accepted by the agent. | The total number of times that customer interactions, that were distributed from this queue were redirected to another resource upon no answer by this agent or were otherwise not accepted by the agent. This metric includes interactions that the customer abandoned while they were alerting at the agent. |
Disposition | All | Number | Agent > Activity > Queue | A_NOTACCEPTED | AG2_AGENT_QUEUE_[*].NOTACCEPTED | yes | yes | AgentActivityQueueNotAccepted | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready | Not Ready | The total number of times within the interval that this agent was in the NotReady state on a particular media channel. | The total number of times within the interval that this agent was in the NotReady state on a particular media channel. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_NOT_READY | AG2_I_SESS_STATE_[*].NOT_READY | yes | yes | AgentStateandReasonSummarizedStateNotReady | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready In | Not Ready In | The total number of times that this agent was handling customer calls that were accepted while the agent was in the NotReady state. | The total number of times that this agent was handling customer calls that were accepted while the agent was in the NotReady state. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOT_READY_IN | AG2_I_AGENT_[*].NOT_READY_IN | Agent Not Ready Report | yes | yes | AgentStateandReasonInteractionStateNotReadyIn | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready In Time | Not Ready In Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOT_READY_IN_TIME | AG2_I_AGENT_[*].NOT_READY_IN_TIME | Agent Not Ready Report | yes | yes | AgentStateandReasonInteractionStateNotReadyInTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready Out | Not Ready Out | 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. | 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. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOT_READY_OUT | AG2_I_AGENT_[*].NOT_READY_OUT | Agent Not Ready Report | yes | yes | AgentStateandReasonInteractionStateNotReadyOut | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready Out Time | Not Ready Out Time | Total amount of time spent handling outbound or internal interactions that the agent initiated while in the NotReady state. Includes dial time, engagement time, and hold time. Excludes consultations that the agent participated in while in NotReady state. | 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. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOT_READY_OUT_TIME | AG2_I_AGENT_[*].NOT_READY_OUT_TIME | Agent Not Ready Report | yes | yes | AgentStateandReasonInteractionStateNotReadyOutTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready Reason Count | Not Ready Reason Count | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_STATE_RSN_NOT_READY | AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) | Agent Not Ready Reason Code Report | yes | yes | AgentStateandReasonSummarizedStateNotReadyReasonCount | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready Reason Time | Not Ready Reason Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_STATE_RSN_TIME_NOT_READY | AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) | Agent Not Ready Reason Code Report | yes | yes | AgentStateandReasonSummarizedStateNotReadyReasonTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Not Ready Time | Not Ready Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_NOT_READY_TIME | AG2_I_SESS_STATE_[*].NOT_READY_TIME | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Agent Wrap Report • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStateNotReadyTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered | Offered | Total number of times that interactions distributed from this queue were received or initiated by an agent, including interactions that were abandoned while inviting, handling attempts the agent rejected, and warm consultations / conferences that the agent received. | The total number of times that interactions were received or initiated by this agent (for Agent reporting), or agents who belong to this agent group (for Agent Group reporting). The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AGT_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section. |
Disposition | All | Number | Agent > Activity > Queue | A_OFFERED | AG2_AGENT_QUEUE_[*].OFFERED | Agent Group Queue Business Attribute Report | yes | yes | AgentActivityQueueOffered | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered | Offered | Total number of times that interactions were received or initiated (by this Agent, Agent Group, or Agent and Queue, depending on the relevant GCXI Project attributes for this metric). | The total number of times that interactions were received or initiated by this agent (for Agent reporting), or agents who belong to this agent group (for Agent Group reporting). The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AGT_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section. |
Disposition | All | Number | Agent > Activity | Agent > State and Reason > Interaction State • Designer > Survey • Outbound Contact > Agent Contact | A_OFFERED | AG2_AGENT_[*].OFFERED • AG2_AGENT_GRP_[*].OFFERED | Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Supervisor Dashboard • Agent Activity • Agent Interaction Hierarchy Report • Agent Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time and Predictive) • Task Routing Agent Activity • Task Routing Agent Group Activity | yes | yes | AgentActivityOffered | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Actionability | Offered with Actionability | The total number of customer interactions that were offered to this agent and distributed from this queue, for which actionability scores were recorded. | The total number of customer interactions that were offered to this agent and distributed from this queue, for which actionability scores were recorded. | Disposition | All | Number | Agent > Activity > Queue | @A_ACTIONABILITY_OFFERED | AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED | yes | yes | AgentActivityQueueOfferedwithActionability | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Actionability | Offered with Actionability | 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. | 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. | Disposition | All | Number | Agent > Activity | @A_ACTIONABILITY_OFFERED | AG2_AGENT_[*].ACTIONABILITY_OFFERED • AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED | yes | yes | AgentActivityOfferedwithActionability | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Influence | Offered with Influence | 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. | 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. | Disposition | All | Number | Agent > Activity | @A_INFLUENCE_OFFERED | AG2_AGENT_[*].INFLUENCE_OFFERED • AG2_AGENT_GRP_[*].INFLUENCE_OFFERED | yes | yes | AgentActivityOfferedwithInfluence | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Influence | Offered with Influence | The total number of customer interactions that were offered to this agent and distributed from this queue, for which customer-influence scores were recorded. | The total number of customer interactions that were offered to this agent and distributed from this queue, for which customer-influence scores were recorded. | Disposition | All | Number | Agent > Activity > Queue | @A_INFLUENCE_OFFERED | AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED | yes | yes | AgentActivityQueueOfferedwithInfluence | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Revenue | Offered with Revenue | The total number of customer interactions that entered or began within the contact center, were distributed from this queue, had associated revenue, and were handled by this agent. | The total number of customer interactions that entered or began within the contact center, were distributed from this queue, had associated revenue, and were handled by this agent. | Disposition | All | Number | Agent > Activity > Queue | A_REVENUE_OFFERED | AG2_AGENT_QUEUE_[*].REVENUE_OFFERED | yes | yes | AgentActivityQueueOfferedwithRevenue | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Revenue | Offered with Revenue | 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. | 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. | Disposition | All | Number | Agent > Activity | A_REVENUE_OFFERED | AG2_AGENT_[*].REVENUE_OFFERED • AG2_AGENT_GRP_[*].REVENUE_OFFERED | yes | yes | AgentActivityOfferedwithRevenue | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Satisfaction | Offered with Satisfaction | 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. | Disposition | All | Number | Agent > Activity | A_SATISFACTION_OFFERED | AG2_AGENT_[*].SATISFACTION_OFFERED • AG2_AGENT_GRP_[*].SATISFACTION_OFFERED | yes | yes | AgentActivityOfferedwithSatisfaction | |||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Satisfaction | Offered with Satisfaction | The total number of customer interactions that were distributed from this queue and handled by this agent for which customer-satisfaction scores were recorded. | The total number of customer interactions that were distributed from this queue and handled by this agent for which customer-satisfaction scores were recorded. | Disposition | All | Number | Agent > Activity > Queue | A_SATISFACTION_OFFERED | AG2_AGENT_QUEUE_[*].SATISFACTION_OFFERED | yes | yes | AgentActivityQueueOfferedwithSatisfaction | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Sentiment | Offered with Sentiment | 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. | 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. | Disposition | All | Number | Agent > Activity | @A_SENTIMENT_OFFERED | AG2_AGENT_[*].SENTIMENT_OFFERED • AG2_AGENT_GRP_[*].SENTIMENT_OFFERED | yes | yes | AgentActivityOfferedwithSentiment | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Offered with Sentiment | Offered with Sentiment | The total number of customer interactions that were distributed from this queue and handled by this agent for which sentiment scores were recorded. | The total number of customer interactions that were distributed from this queue and handled by this agent for which sentiment scores were recorded. | Disposition | All | Number | Agent > Activity > Queue | @A_SENTIMENT_OFFERED | AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED | yes | yes | AgentActivityQueueOfferedwithSentiment | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Active Time | Omni Active Time | 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. | 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). | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniActiveTime | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Busy | Omni Busy | The number of times the agent entered the Busy state, regardless of media channel | The number of times the agent entered the Busy state, regardless of media channel | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniBusy | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Busy Time | Omni Busy Time | The total duration of all of interaction-processing activities, including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work, regardless of media channel. | 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. | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniBusyTime | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Not Ready | Omni Not Ready | The number of times the agent entered the Not Ready state, regardless of media channel. | The number of times the agent entered the Not Ready state, regardless of media channel. | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniNotReady | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Not Ready Time | Omni Not Ready Time | 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. | 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. | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniNotReadyTime | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Other State Time | Omni Other State Time | Total amount of time that the agent state was neither Ready nor NotReady after login, regardless of media channel. This usually occurs upon first login if the switch, for instance, does not force agents into the Ready state upon login. | 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. | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniOtherStateTime | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Ready | Omni Ready | The number of times the agent entered the Ready state, regardless of media channel. | The number of times the agent entered the Ready state, regardless of media channel. | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniReady | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Ready Time | Omni Ready Time | The total amount of time that this agent was in the Ready state, regardless of media channel. | The total amount of time that this agent was in the Ready state, regardless of media channel. | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniReadyTime | ||||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Wrap | Omni Wrap | The number of times the agent entered the Wrap state, regardless of media channel. | The number of times the agent entered the Wrap state, regardless of media channel. | All | Number | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniWrap | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Omni Wrap Time | Omni Wrap Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStateOmniWrapTime | |||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Other State Time | Other State Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_UNKNOWN_STATE_TIME | Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Report (Active) • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStateOtherStateTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Abandoned Inviting | % Abandoned Inviting | The percentage of interactions that entered the contact center, were distributed to a resource, and subsequently abandoned while alerting/ringing at an agent’s DN. This count includes short-abandoned interactions. | The percentage of interactions that entered the contact center, were distributed to a resource, and subsequently abandoned while alerting/ringing at an agent’s DN. This count includes short-abandoned interactions, and relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section. | Disposition | Voice • Chat • Open (sync) | Number | Agent > Activity | T_ABANDONED_INVITE_PCT | Calculated based on the Abandoned Inviting and Offered Business Attribute metrics. | yes | yes | AgentActivityPercentAbandonedInviting | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Abandoned Inviting | % Abandoned Inviting | 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 to the total number of interactions that entered this queue and were subsequently offered to a resource. | 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 to the total number of interactions that entered this queue 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. |
Disposition | Voice • Chat • Open (sync) | Number | Agent > Activity > Queue | Q_ABANDONED_INVITE_PCT | Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. | yes | yes | AgentActivityQueuePercentAbandonedInviting | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Accepted | % Accepted | The percentage of customer interactions of this business attribute that were distributed from this queue and accepted, relative to the total number of interactions that were distributed from this queue and offered to a handling resource. | The percentage of customer interactions of this business attribute that were distributed from this queue and accepted, relative to the total number of interactions that were distributed from this queue and offered to a handling resource. For voice media, this metric is identical to Activity\Responses. |
Disposition | All | Number | Agent > Activity > Queue | A_ACCEPTED | AG2_AGENT_QUEUE_[*].ACCEPTED | yes | yes | AgentActivityQueuePercentAccepted | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Busy Time | % Busy Time | The percentage of the agent's time accounted for by the sum of all interaction-processing activities. | The percentage of the agent's time accounted for by the sum of all interaction-processing activities. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_BUSY_TIME_PCT | Calculated based on the Busy Time and Active Time Summarized State metrics. | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Email) • Agent Utilization • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStatePercentBusyTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Consult Received Time | % Consult Received Time | 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. | 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. | Interval | All (Except Chat) | Number | Agent > State and Reason > Interaction State | IA_CONSULT_RECEIVED_TIME_PCT | Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. | Agent Interval Based Report • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStatePercentConsultReceivedTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Engage Time | % Engage Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_ENGAGE_TIME_PCT | Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. | Supervisor Dashboard • Agent Interaction State • Agent Interval Based Report • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStatePercentEngageTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Hold Time | % Hold Time | 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. | 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. | Interval | Voice | Number | Agent > State and Reason > Interaction State | IA_HOLD_TIME_PCT | Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. | Supervisor Dashboard • Agent Interaction State • Agent Interval Based Report • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStatePercentHoldTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Invite Time | % Invite Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_INVITE_TIME_PCT | Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. | Agent Interaction State • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStatePercentInviteTIme | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Ixn Wrap Time | % Ixn Wrap Time | 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. | 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. | Interval | Voice | Number | Agent > State and Reason > Interaction State | IA_WRAP_TIME_IXN_PCT | Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. | Agent Interaction State • Agent Interval Based Report • Agent Summary Activity Report (Interaction) | yes | yes | AgentStateandReasonInteractionStatePercentIxnWrapTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Not Ready In Time | % Not Ready In Time | 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. | 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. |
Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOT_READY_IN_TIME_PCT | Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. | Agent Not Ready Report | yes | yes | AgentStateandReasonInteractionStatePercentNotReadyInTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Not Ready Out Time | % Not Ready Out Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Interaction State | IA_NOT_READY_OUT_TIME_PCT | Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. | Agent Not Ready Report | yes | yes | AgentStateandReasonInteractionStatePercentNotReadyOutTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Not Ready Reason Time | % Not Ready Reason Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_STATE_RSN_TIME_NOT_READY_PCT | Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. | Agent Not Ready Reason Code Report | yes | yes | AgentStateandReasonSummarizedStatePercentNotReadyReasonTIme | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Not Ready Time | % Not Ready Time | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_NOT_READY_TIME_PCT | Calculated based on the Not Ready Time and Active Time Summarized State metrics. | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStatePercentNotReadyTIme | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Occupancy | % Occupancy | 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. | 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. |
Interval | All | Number | Agent > State and Reason > Summarized State | IA_OCCUPANCY_PCT | Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Agent Utilization • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStatePercentOccupancy | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Omni Busy Time | % Omni Busy Time | 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. | 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. | Interval | Agent > State and Reason > Summarized State | Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStatePercentOmniBusyTime | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Omni Not Ready Time | % Omni Not Ready Time | 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. | 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. | Interval | Agent > State and Reason > Summarized State | Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStatePercentOmniNotReadyTime | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Omni Occupancy | % Omni Occupancy | 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. | 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. |
Interval | All | Number | Agent > State and Reason > Summarized State | 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. | yes | yes | AgentStateandReasonSummarizedStatePercentOmniOccupancy | |||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Omni Other State TIme | % Omni Other State TIme | The percentage of time that the state of this agent was neither Ready nor NotReady after login, regardless of media channel. | 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. |
Interval | All | Number | Agent > State and Reason > Summarized State | Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStatePercentOmniOtherStateTIme | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Omni Ready Time | % Omni Ready Time | 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. | 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. | Interval | Agent > State and Reason > Summarized State | Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStatePercentOmniReadyTime | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Omni Wrap Time | % Omni Wrap Time | 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. | 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. | Interval | Agent > State and Reason > Summarized State | Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. | Agent Omnichannel Activity Report | yes | yes | AgentStateandReasonSummarizedStatePercentWrapTime | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Other State Time | % Other State Time | 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 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. |
Interval | All | Number | Agent > State and Reason > Summarized State | IA_UNKNOWN_STATE_TIME_PCT | Calculated based on the Other State Time and Active Time Summarized State metrics. | Predictive Routing Agent Occupancy • Agent Summarized State • Agent Summary Activity Report (Active) • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStatePercentOtherStateTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Ready Time | % Ready TIme | 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. | 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. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_READY_TIME_PCT | Calculated based on the Ready Time and Active Time Summarized State metrics. | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Email) • Agent Utilization • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStatePercentReadyTIme | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Transfer Initiated | % Transfer Initiated | The percentage of accepted customer interactions that were distributed from this queue, and later were transferred (warm or blind). | The percentage of accepted customer interactions that were distributed from this queue, and later were transferred (warm or blind). | Disposition | All | Number | Agent > Activity > Queue | A_TRANSFER_INIT_AGENT_PCT | Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. | yes | yes | AgentActivityQueuePercentTransferInitiated | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Transfer Initiated | % Transfer Initiated | The percentage of accepted customer interactions that were transferred (warm or blind) by this agent (when the report shows Agent information), or by agents who belong to this agent group (when the report shows Agent Group information). |
The description of this metric depends on attributes and filters in the report query:
|
Disposition | All | Number | Agent > Activity | A_TRANSFER_INIT_AGENT_PCT | Calculated based on the Transfer Initiated and Accepted Activity metrics. | Agent Performance Dashboard • Agent Task Dashboard • Agent Group Business Attribute Report • Agent Group Interaction Handling Report • Agent Report • Agent Utilization Email Report • Agent Utilization Report • Task Routing Agent Activity • Task Routing Agent Group Activity | yes | yes | AgentActivityPercentTransferInitiated | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Transfer Initiated Agent | % Transfer Initiated Agent | The percentage of customer interactions that entered this queue, were distributed, were accepted, and subsequently were transferred (warm or blind) by agents to the total number of interactions that entered this queue and were distributed and accepted by agents. | The percentage of customer interactions that entered this queue, were distributed, were accepted, and subsequently were transferred (warm or blind) by agents to the total number of interactions that entered this queue and were distributed and accepted by agents. | Disposition | All | Number | Agent > Activity > Queue | Q_TRANSFER_INIT_AGENT_PCT | Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. | yes | yes | AgentActivityQueuePercentTransferInitiatedAgent | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Transfer Received Accepted | % Transfer Received Accepted | The percentage of accepted customer interactions that were successfully transferred (warm or blind) to this agent (when the report shows Agent information), or by agents who belong to this agent group (when the report shows Agent Group information). |
The description of this metric depends on the attributes and filters in the report query:
|
Disposition | All | Number | Agent > Activity | A_XFER_RECEIVED_ACCEPTED_PCT | Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics. | Agent Group Interaction Handling Report | yes | yes | AgentActivityPercentTransferReceivedAccepted | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Transfer Received Accepted | % Transfer Received Accepted | The percentage of accepted customer interactions that were successfully transferred (warm or blind) to this agent. | The percentage of accepted customer interactions that were successfully transferred (warm or blind) to this agent. | Disposition | All | Number | Agent > Activity > Queue | A_XFER_RECEIVED_ACCEPTED_PCT | Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. | yes | yes | AgentActivityQueuePercentTransferReceivedAccepted | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Wrap In Time | % Wrap In Time | 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. | 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. | Disposition | Voice • Chat | Number | Agent > State and Reason > Interaction State | Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. | Agent Wrap Report | yes | yes | AgentStateandReasonInteractionStatePercentWrapInTime | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Wrap Out Time | % Wrap Out Time | 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 | 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 | Interval | Voice | Number | Agent > State and Reason > Interaction State | IA_WRAP_OUT_TIME_PCT | Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. | Agent Wrap Report | yes | yes | AgentStateandReasonInteractionStatePercentWrapOutTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Percent Wrap Time | % Wrap Time | 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. | 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. | Interval | Voice | Number | Agent > State and Reason > Summarized State | IA_WRAP_TIME_PCT | Calculated based on the Wrap Time and Active Time Summarized State metrics. | Predictive Routing Agent Occupancy • Agent Summarized State • Agent Summary Activity Report (Active) • Agent Wrap Report • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStatePercentWrapTIme | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Ready | Ready | The total number of times within the interval that this agent was in the Ready state on a particular media channel. | The total number of times within the interval that this agent was in the Ready state on a particular media channel. | Interval | All | Number | Agent > State and Reason > Summarized State | IA_READY | AG2_I_SESS_STATE_[*].READY | yes | yes | AgentStateandReasonSummarizedStateReady | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Ready Time | Ready Time | The total amount of time that this agent was in the Ready state for a particular media type. | The total amount of time that this agent was in the Ready state for a particular media type. | Interval | Agent > State and Reason > Summarized State | AG2_I_SESS_STATE_*.READY_TIME | Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity | yes | yes | AgentStateandReasonSummarizedStateReadyTime | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Reason Time | Reason Time | 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. | 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. |
Detail | All | Number | Agent > Detail > State | STATE_REASON_TIME | SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION | Agent State Details Report | yes | yes | AgentDetailStateReasonTime | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Rejected | Rejected | The total number of times that customer interactions alerted at this agent (or an agent that belongs to this agent group) and were not accepted. | The total number of times that customer interactions alerted at this agent (or an agent that belongs to this agent group) and were not accepted. | Disposition | All | Number | Agent > Activity | A_REJECTED | AG2_AGENT_[*].REJECTED • AG2_AGENT_GRP_[*].REJECTED | Agent Performance Dashboard • Agent Task Dashboard • Agent Conduct Report • Agent Utilization Email Report • Task Routing Agent Activity • Task Routing Agent Group Activity | yes | yes | AgentActivityRejected | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Rejected | Rejected | The total number of times that customer interactions were distributed from this queue, alerted at this agent, and were not accepted. | The total number of times that customer interactions were distributed from this queue, alerted at this agent, and were not accepted. | Disposition | All | Number | Agent > Activity > Queue | A_REJECTED | AG2_AGENT_QUEUE_[*].REJECTED | yes | yes | AgentActivityQueueRejected | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Responded Unique | Responded Unique | The total number of first-time outbound replies in which this agent (or an agent in this group) participated in response to customer interactions. | 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. |
Disposition | All | Number | Agent > Activity | AG2_AGENT_[*].RESPONDED_UNIQUE • AG2_AGENT_GRP_[*].RESPONDED_UNIQUE | Agent Interaction Hierarchy Report | yes | yes | AgentActivityRespondedUnique | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Responded Unique | Responded Unique | The total number of first-time outbound replies in which this agent participated in response to customer interactions distributed from this queue. | The total number of first-time outbound replies in which this agent participated in response to customer interactions distributed from this queue. 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. |
Disposition | All | Number | Agent > Activity > Queue | A_RESPONDED_UNIQUE | AG2_AGENT_QUEUE_[*].RESPONDED_UNIQUE | yes | yes | AgentActivityQueueRespondedUnique | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Responses | Responses | For interactions distributed from this queue:
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For interactions distributed from this queue, this metric represents:
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Disposition | All | Number | Agent > Activity > Queue | A_RESPONSES | AG2_AGENT_QUEUE_[*].RESPONSES | yes | yes | AgentActivityQueueResponses | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Responses | Responses | For voice and chat media, the total number of times that customer interactions or warm consultations were accepted. For email, the total number of times that the agent prepared an outbound reply. For voice media, this metric is identical to Activity\Accepted; it returns positive values when agents initiate calls. |
For voice and chat media, this metric represents the total number of times that customer interactions or warm consultations were accepted by this agent or by an agent in this group. For email, this metric represents the total number of times that the agent prepared an outbound reply. For voice media, this metric is identical to Activity\Accepted; it returns positive values when agents initiate calls. |
Disposition | All | Number | Agent > Activity | A_RESPONSES | AG2_AGENT_[*].RESPONSES • AG2_AGENT_GRP_[*].RESPONSES | Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction Handling Report • Agent Interaction Hierarchy Report • Agent Utilization Report | yes | yes | AgentActivityResponses | |||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Revenue | Revenue | The total revenue that is generated during the interval by customer interactions handled by agents who belong to this agent group. | The total revenue that is generated during the interval by customer interactions handled by agents who belong to this agent group. | Disposition | All | Number | Agent > Activity | Outbound Contact > Agent Contact | A_REVENUE | AG2_AGENT_[*].REVENUE • AG2_AGENT_GRP_[*].REVENUE | Agent Group Business Attribute Report | yes | yes | AgentActivityRevenue | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Revenue | Revenue | The total revenue that is generated during the interval by customer interactions that were distributed from this queue and handled by this agent. | The total revenue that is generated during the interval by customer interactions that were distributed from this queue and handled by this agent. | Disposition | All | Number | Agent > Activity > Queue | A_REVENUE | AG2_AGENT_QUEUE_[*].REVENUE | yes | yes | AgentActivityQueueRevenue | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Satisfaction | Satisfaction | The sum of numerical scores of customer satisfaction that were attributed to customer interactions handled by this agent, or by agents who belong to this agent group. | The sum of numerical scores of customer satisfaction that were attributed to customer interactions handled by this agent, or by agents who belong to this agent group. | Disposition | All | Number | Agent > Activity | Outbound Contact > Agent Contact | AG2_AGENT_[*].SATISFACTION • AG2_AGENT_GRP_[*].SATISFACTION | yes | yes | AgentActivitySatisfaction | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Satisfaction | Satisfaction | The sum of numerical scores of customer satisfaction that were attributed to customer interactions that were distributed from this queue and handled by this agent. | The sum of numerical scores of customer satisfaction that were attributed to customer interactions that were distributed from this queue and handled by this agent. | Disposition | All | Number | Agent > Activity > Queue | A_SATISFACTION | AG2_AGENT_QUEUE-[*].SATISFACTION | yes | yes | AgentActivityQueueSatisfaction | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Sentiment Score | Sentiment Score | The total score reflecting the attitude expressed by customers for interactions that were handled by this agent or by agents belonging to this agent group. | Disposition | All | Number | Agent > Activity | @A_SENTIMENT | AG2_AGENT_[*].SENTIMENT • AG2_AGENT_GRP_[*].SENTIMENT | yes | yes | AgentActivitySentimentScore | |||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Sentiment Score | Sentiment Score | The total score reflecting the attitude expressed by customers for interactions that were distributed from this queue and handled by this agent. | The total score reflecting the attitude expressed by customers for interactions that were distributed from this queue and handled by this agent. | Disposition | All | Number | Agent > Activity > Queue | @A_SENTIMENT | AG2_AGENT_QUEUE_[*].SENTIMENT | yes | yes | AgentActivityQueueSentimentScore | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Short | Short | 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. | 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. | Disposition | All | Number | Agent > Activity | Outbound Contact > Agent Contact | A_SHORT | AG2_AGENT_[*].SHORT • AG2_AGENT_GRP_[*].SHORT | Agent Conduct Report | yes | yes | AgentActivityShort | ||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Short | Short | Total number of customer interactions that were accepted and then released, transferred, or stopped within the short-engagement threshold. Relies on the value of the [agg-gim-thld-AGENT-IXN] > short-engagement (short-talk) option. |
The total number of times that customer interactions were accepted by this agent and then released, transferred, or stopped within the short-engagement threshold. This metric relies on the value of the short-engagement (short-talk) option as configured in the [agg-gim-thld-AGENT-IXN] section. |
Disposition | All | Number | Agent > Activity > Queue | A_SHORT | AG2_AGENT_[*].SHORT | yes | yes | AgentActivityQueueShort | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Start Date Time Key | Start Date Time Key | This metric is reserved for internal use to employ a key for a particular date and time from the AG2_AGENT_QUEUE hierarchy. | All | Number | Agent > Activity > Queue | A_DATE_TIME_KEY | AG2_AGENT_QUEUE_[*].DATE_TIME_KEY | yes | yes | AgentActivityQueueStartDateTimeKey | ||||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Start Date Time Key | Start Date Time Key | This metric is reserved for internal use to employ a key for a particular date and time from the AG2_AGENT, AG2_AGENT_GRP, or AG2_AGENT_QUEUE hierarchies. | This metric is reserved for internal use to employ a key for a particular date and time from the AG2_AGENT, AG2_AGENT_GRP, or AG2_AGENT_QUEUE hierarchies. | All | Number | Agent | Agent > Activity • Agent > State and Reason > Summarized State | A_DATE_TIME_KEY | AG2_AGENT_[*].DATE_TIME_KEY • AG2_AGENT_GRP[*].DATE_TIME_KEY • AG2_AGENT_QUEUE_[*].DATE_TIME_KEY | yes | yes | AgentActivityAgentStartDateTimeKey | ||||||||||
| Draft:PEC-REP/Library/GCXIPRGLibrary/AgentMetrics | Start Date Time Key | Start Date Time Key | This metric is reserved for internal use to employ a key for a particular date and time from the RESOURCE_GROUP_FACT hierarchy. | This metric is reserved for internal use to employ a key for a particular date and time from the RESOURCE_GROUP_FACT hierarchy. | All | Number | Agent > Group Membership | T_DATE_TIME_KEY | RESOURCE_GROUP_FACT_GI2.START_DATE_TIME_KEY | Agent Group Membership Details Report | yes | yes | AgentGroupMembershipStartDateTimeKey |