Business Attribute Metrics

The Business Attribute folder contains numerous metrics that you can use to build reports based on business attribute-related objects.

Note the following:

Unless other wise noted, metrics that show time, display a whole integer representing the number of seconds.
For detailed information about the different metric types, see Project terminology and concepts.

Important

Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.

The following Metrics are available in this folder and are described on this page.

Business Attribute

There are no metrics in this folder

Business Attribute > BA Call Survey

There are no metrics in this folder

Business Attribute > BA Consults

Business Attribute > BA Customer

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Business Attribute > BA Predictive Routing

Business Attribute > BA User Data Example

There are no metrics in this folder

Folder: Business Attribute

There are no metrics in this folder.

Folder: Business Attribute > BA Call Survey

There are no metrics in this folder.

Folder: Business Attribute > BA Consults

Metric name: Avg Consult Received Time		Folder: Business Attribute > BA Consults
Description: The average amount of time that resources spent in collaboration or simple consultation for customer interactions that were assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Consult Received Time and Consult Received Accepted metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Warm Time		Folder: Business Attribute > BA Consults
Description: The average amount of time that resources were engaged as recipients in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
Source or Calculation: Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Warm Wrap Time		Folder: Business Attribute > BA Consults
Description: The average amount of time that resources were in ACW (Wrap) state following consultations that the agent requested and received, where the consultations were associated with customer interactions that were transferred to or conferenced with this agent.
Source or Calculation: Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Wrap Time		Folder: Business Attribute > BA Consults
Description: The average amount of time that resources were in ACW (Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls.
Source or Calculation: Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Accepted		Folder: Business Attribute > BA Consults
Description: The total number of interactions of this business attribute that included requests for collaboration or consultation where the collaborations/consultations were associated with customer interactions. For voice, this metric is the same as BA Consults\Consult Responses.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_ACCEPTED		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Accepted Warm		Folder: Business Attribute > BA Consults
Description: The total number of interactions of this business attribute that included requests for collaboration or consultation where the collaborations/consultations were transferred to or conferenced with the agents who accepted them.
Source or Calculation: AG2_ID_*.CONSULT_RCV_ACC_WARM		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Engage Time		Folder: Business Attribute > BA Consults
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.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Engage Warm Time		Folder: Business Attribute > BA Consults
Description: Total number of seconds that agents were engaged in consultations associated with customer interactions of this business attribute (and agents were recipients of consultations / interactions).
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Number Metric type: Disposition
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Metric name: Consult Received Hold		Folder: Business Attribute > BA Consults
Description: The total number of simple consultations that agents had on hold where the interactions were associated with customer interactions of this business attribute and the agents were the recipients of the consultation requests.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Hold Time		Folder: Business Attribute > BA Consults
Description: The total amount time that agents had simple consultations on hold where the consultations were associated with customer interactions of this business attributes and the agents were the recipients of the consultation requests.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite		Folder: Business Attribute > BA Consults
Description: The total number of simple consult interactions of this business attribute that alerted or rang at agent resources before the agents accepted the interactions.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_INVITE		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite Time		Folder: Business Attribute > BA Consults
Description: The total amount of time that simple consult interactions of this attribute alerted or rang at agent resources. Consultations do not have to be established for this metric to be incremented.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite Warm		Folder: Business Attribute > BA Consults
Description: The total number of warm consult interactions of this business attribute that rang at agent resources before the agents accepted the calls.
Source or Calculation: AG2_ID_*.CONSULT_RCV_WARM_INVITE		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite Warm Time		Folder: Business Attribute > BA Consults
Description: The total amount of time that warm consult interactions of this business attribute that alerted or rang at agents.
Source or Calculation: AG2_ID_*.CONSULT_RCV_WARM_INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Time		Folder: Business Attribute > BA Consults
Description: The total amount of time that agents were engaged as recipients in collaborations or consultations, where the interactions were assigned this business attribute and associated with customer interactions. This metric includes hold duration.
Source or Calculation: Calculated as the sum of AG2_ID_.CONSULT_RECEIVED_ENGAGE_TIME plus AG2_ID_.CONSULT_RECEIVED_HOLD_TIME.		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Hold		Folder: Business Attribute > BA Consults
Description: The total number of consultations that agents had on hold where the consultations were associated with customer interactions of this business attribute, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Source or Calculation: AG2_ID_*.CONSULT_RCV_WARM_HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Hold Time		Folder: Business Attribute > BA Consults
Description: The total amount time that agents had consultations on hold where the interactions were associated with customer interactions of this business attribute, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Source or Calculation: AG2_ID_*.CONSULT_RCV_WARM_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Time		Folder: Business Attribute > BA Consults
Description: The total amount of time that agents were engaged as a recipient in collaborations or consult interactions, including related hold durations, where the collaborations/ consultations were associated with customer interactions that were assigned this business attribute. Measurement begins when the collaboration/consult interaction was established and ends when the customer interaction is transferred or conferenced. This metric excludes alert (ring) and ACW (Wrap) durations associated with the collaboration/consultations.
Source or Calculation: Calculated as AG2_ID_.CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_ID_.CONSULT_RCV_WARM_HOLD_TIME.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Wrap		Folder: Business Attribute > BA Consults
Description: The total number of consultations that agents received for which agents entered ACW state where the consultations were associated with customer interactions of this business attribute, and the interactions were transferred to or conferenced with the agents. In common call-flow scenarios, this metric yields a value of zero.
Source or Calculation: AG2_ID_*.CONSULT_RCV_WARM_WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Wrap Time		Folder: Business Attribute > BA Consults
Description: The total amount of time that agents spent in ACW state following consultations that the agents requested and received, where the consultations were associated with customer interactions that were assigned this business attribute and the interactions were transferred to or conferenced with the agents. This metric includes: ACW durations that were associated with conferences, where the customer leaves the interactions. Internal contact center interactions where interactions were transferred to the agents. In common call-flow scenarios, this metric yields a value of zero.
Source or Calculation: AG2_ID_*.CONSULT_RCV_WARM_WRAP_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Wrap		Folder: Business Attribute > BA Consults
Description: The total number of simple consultations for which agents entered ACW state where the consultations were associated with customer interactions of this business attribute and the agents were the recipients of the consultation requests.
Source or Calculation: AG2_ID_*.CONSULT_RECEIVED_WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Wrap Time		Folder: Business Attribute > BA Consults
Description: The total amount of time that this agent spent in ACW (Wrap) state after requests for simple consultation that the agent accepted, where the consultations were associated with customer interactions that were sourced from this campaign.
Source or Calculation: AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_WRAP_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Responses		Folder: Business Attribute > BA Consults
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.
Source or Calculation: AG2_ID_*.CONSULT_RESPONSES		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Folder: Business Attribute > BA Customer

Metric name: % Abandoned Inviting		Folder: Business Attribute > BA Customer
Description: The percentage of interactions that entered the contact center, 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 the contact center. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics.		Used in: Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were abandoned, relative to the total number of customer interactions of this business attribute that entered or began within the contact center during the interval.
Source or Calculation: Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Accept Service Level		Folder: Business Attribute > BA Customer
Description: The service level measured as a percentage of interactions that entered this tenant and were accepted within a user-defined threshold, relative to all interactions that entered this tenant and were offered to a resource.
Source or Calculation: Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics.		Used in: Contact Center Report Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Accepted		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were accepted, relative to the total number of interactions of this business attribute that were offered to a handling resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Accepted and Offered metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Accepted Agent		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that entered or began within the contact center and were subsequently distributed and accepted by an agent to the total number of interactions that were offered. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Accepted Agent and Offered metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Finished Service Level		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: % First Response Time Service Level		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: % Short Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that entered or began within the contact center and were abandoned or dropped for any reason within a specific threshold, relative to the total number of customer interactions of this business attribute that entered or began within the contact center and were abandoned while waiting for the first handling resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics.		Used in: Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were transferred (warm or blind) by agents to the total number of customer interactions of this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated Agent		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were transferred (warm or blind) by agents to the total number of customer interactions of this business attribute that were accepted by agents.
Source or Calculation: Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Result Report Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Abandoned Inviting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were abandoned or dropped for any reason while they were alerting or ringing at the first handling resource. This count includes short-abandoned interactions.
Source or Calculation: AG2_ID_*.ABANDONED_INVITE		Used in: Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were abandoned or stopped for any reason while the interactions were waiting for the first handling resource. The count includes customer interactions that were abandoned while they were ringing at the agent’s desktop or alerting at the handling resource as well as short-abandoned interactions.
Source or Calculation: AG2_ID_*.ABANDONED		Used in: Campaign Summary Report Interaction Volume Business Result Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The total amount of time associated with customer interactions of this business attribute that were abandoned or dropped for any reason. This time includes the duration of customer interactions that were abandoned within the short-abandoned threshold.
Source or Calculation: AG2_ID_*.ABANDONED_TIME		Used in: Contact Center Dashboard Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Accept Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that customer interactions of this business attribute were queued and/or alerting or ringing before the interactions were accepted, answered, pulled, or initiated by the first-handling resource. Duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted, answered, pulled, or initiated by the handling resource. This metric includes alert (ring) time.
Source or Calculation: AG2_ID_*.ACCEPT_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accept Time Agent		Folder: Business Attribute > BA Customer
Description: The total amount of timethat customer interactions of this business attribute were queued and/or alerting or ringing at agent resources before the interactions were accepted, answered, pulled, or initiated by the first-handling agent. Duration starts when an interaction enters or begins within the contact center and ends when the interaction is accepted, answered, pulled, or initiated by an agent—thereby, including alert time or ring time.
Source or Calculation: AG2_ID_*.ACCEPTED_AGENT_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated by a handling resource.
Source or Calculation: AG2_ID_*.ACCEPTED		Used in: AHT Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Model Efficiency Predictive Routing - AHT & QUEUE Predictive Routing - Model Efficiency Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Operational Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Agent		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated by an agent.
Source or Calculation: AG2_ID_*.ACCEPTED_AGENT		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted in Threshold		Folder: Business Attribute > BA Customer
Description: The total number of times that customer interactions or established warm consultations of this business attribute that were accepted, answered, pulled, or initiated 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-ID-IXN] section.
Source or Calculation: AG2_ID_*.ACCEPTED_THR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Others		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated 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 of this business attribute that were accepted, answered, or pulled and the total number of interactions of this business attribute that were accepted, answered, or pulled by an agent resource.
Source or Calculation: Calculated based on the Business Attribute > Accepted and Accepted Agent metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Thread		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.ACCEPTED_THREAD		Used in: This metric is not used in any reports.
Media type: Async Data type: Number Metric type: Disposition
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Metric name: Actionability Score		Folder: Business Attribute > BA Customer
Description: The total score, assigned to interactions of this business attribute, that measures the degree to which interactions required agent attention. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.ACTIONABILITY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: ASA		Folder: Business Attribute > BA Customer
Description: The average amount of time (seconds) it took agents to accept, answer, or pull customer interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Avg Accept Time Agent metric.		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
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Metric name: ASA (Fmt)		Folder: Business Attribute > BA Customer
Description: The average amount of time (hh:mm:ss) it took agents to accept, answer, or pull customer interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Avg Accept Time Agent metric.		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that interactions of this business attribute waited within the contact center before customers abandoned the interactions or before they were dropped for any reason. This average includes interactions that were abandoned or dropped within the short-abandoned threshold and excludes interactions that were abandoned or dropped while they were alerting (ringing) at an agent’s desktop.
Source or Calculation: Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Avg Accept Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that customer interactions of this business attribute were queued and/or alerting or ringing before the interactions were accepted by the first-handling resource.
Source or Calculation: Calculated based on the Business Attribute > Accept Time and Accepted metrics.		Used in: Predictive Routing - Model Efficiency Predictive Routing Operational Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Accept Time Agent		Folder: Business Attribute > BA Customer
Description: The average amount of time it took agents to accept customer interactions of this business attribute. This metric is identical to (BA Customer > )ASA.
Source or Calculation: Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics.		Used in: Contact Center Dashboard Contact Center Report Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Actionability Score		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Avg Engage Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that agents were engaged with customers on interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Finish No Response Time		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Avg Finish Response Time		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Avg Finish Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that it took to complete customer interactions that were assigned this business attribute.
Source or 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
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Metric name: Avg First Response Time		Folder: Business Attribute > BA Customer
Description: The average duration of completed customer interactions that both had a response by a handling resource and were assigned this business attribute.
Source or 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
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Metric name: Avg Handle Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that agents spent handling interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics.		Used in: AHT Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Hold Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that customers spent on hold for interactions assigned this business attribute. This metric is attributed to the interval in which the interactions were accepted by a resource.
Source or Calculation: Calculated based on the Business Attribute > Hold Time and Hold metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Influence Score		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Avg Invite Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that customer interactions alerted or rang at agent resources before the interactions were accepted plus the average duration of dialing that agents performed, where the calls were successfully established. This metric is attributed to the interval in which the interactions began. The dialing component of this metric applies to voice media only.
Source or Calculation: Calculated based on the Business Attribute > Invite Time and Invite metrics.		Used in: Contact Center Dashboard Contact Center Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Revenue		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Avg Satisfaction		Folder: Business Attribute > BA Customer
Description: The average customer-satisfaction score of interactions assigned this business attribute. The average considers only those interactions for which customer satisfaction was recorded.
Source or 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
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Metric name: Avg Sentiment Score		Folder: Business Attribute > BA Customer
Description: The average score reflecting the attitude expressed by customers for interactions that entered or began within the contact center
Source or 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
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Metric name: Avg Transfer Accepted Handle Time Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Avg Wrap Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that agents spent performing after call work for customer interactions that were assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Wrap Time and Wrap metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Conference Initiated Agent		Folder: Business Attribute > BA Customer
Description: The total number of times that agents initiated conferences for customer interactions that the agents received where the interactions were established and were of this business attribute.
Source or Calculation: AG2_ID_*.CONFERENCE_INIT_AGENT		Used in: This metric is not used in any reports.
Media type: All (except Email) Data type: Number Metric type: Disposition
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Metric name: Deferred		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center, and where the customer accepted a Callback offer.
Source or Calculation: AG2_ID_*.DEFERRED		Used in: Pre-Agent Termination Report
Media type: Voice, Chat Data type: Number Metric type: Disposition
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Metric name: Engage Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that agents were engaged with customers for interactions that were assigned this business attribute. This metric excludes engagement time that is associated with collaborations, simple consultations, and other interaction-related durations, such as hold time, ACW (Wrap) time, and alert (ring) time.
Source or Calculation: AG2_ID_*.ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center and were assigned this business attribute. This count includes abandoned interactions.
Source or Calculation: AG2_ID_*.ENTERED		Used in: Customer Perspective Report Interaction Volume Business Attribute Email Report Pre-Agent Termination Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered Thread		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.ENTERED_THREAD		Used in: Interaction Volume Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Actionability		Folder: Business Attribute > BA Customer
Description: The total score, assigned to interactions of this business attribute, that measures the degree to which interactions required agent attention. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.ACTIONABILITY_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Influence		Folder: Business Attribute > BA Customer
Description: The total number of times that influence scores were recorded for customer interactions of this business attribute. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.INFLUENCE_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Objective		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.ENTERED_OBJ_RES		Used in: Business Metrics Executive Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Revenue		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.SATISFACTION_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Satisfaction		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.SATISFACTION_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Sentiment		Folder: Business Attribute > BA Customer
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. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.SENTIMENT_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finish No Response Time		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Finish Response Time		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FINISH_RESPONSE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finish Time		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FINISH_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finished		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FINISHED		Used in: Interaction Volume Business Attribute Email Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finished in Threshold		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FINISHED_THR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finished No Response		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Finished Response		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FINISHED_RESPONSE		Used in: Interaction Volume Business Attribute Email Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: First Contact Resolution Result		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_FCR_*.ACCEPTED_FCR		Used in: Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
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Metric name: First Response in Threshold		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.RESPONDED_THR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: First ResponseTime		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FIRST_RESPONSE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Focus		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.FOCUS		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Focus Time		Folder: Business Attribute > BA Customer
Description: The total time that the agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop.
Source or Calculation: AG2_ID_*.FOCUS_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Handle Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that agents spent handling interactions that were assigned this business attribute. This duration is calculated as the sum of engage time, hold time, ACW (wrap) time that is associated with interactions, consult time for interactions that agents received, and ACW time for consultations that agents received. This duration excludes alert time.
Source or Calculation: Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Hold		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that agents had on hold.
Source or Calculation: AG2_ID_*.HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Hold Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that agents had customers on hold for interactions assigned this business attribute.
Source or Calculation: AG2_ID_*.HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Influence Score		Folder: Business Attribute > BA Customer
Description: The total score that represents the customer’s clout that has amassed on social networks for customer interactions of this business attribute.
Source or Calculation: AG2_ID_*.INFLUENCE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that alerted or rang at agents before the interactions were accepted plus the total number of dials that agents performed, where the interactions 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.
Source or Calculation: AG2_ID_*.INVITE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that customer interactions of this business attribute alerted at agents plus the total duration of dialing performed by agents. 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 interactions only and is applicable only to voice media. This metric is attributed to the interval in which the alerting/dialing first occurred.
Source or Calculation: AG2_ID_*.INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The maximum amount of time (seconds) that customer interactions that entered or began within the contact center and were assigned this business attribute spent in a queue and/or alerting/ringing at the first target before the interactions were abandoned or stopped for any reason.
Source or Calculation: AG2_ID_*.ABANDONED_TIME_MAX		Used in: Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Max Abandoned Waiting Time (Fmt)		Folder: Business Attribute > BA Customer
Description: The maximum amount of time (HH:MM:SS) that customer interactions that entered or began within the contact center and were assigned this business attribute spent in a queue and/or alerting/ringing at the first target before the interactions were abandoned or stopped for any reason.
Source or Calculation: AG2_ID_*.ABANDONED_TIME_MAX		Used in: Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Max Accept Time Agent		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.ACCEPT_TIME_AGENT_MAX		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Accept Time Agent (Fmt)		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.ACCEPT_TIME_AGENT_MAX		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Standard Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The longest time (seconds) beyond the short-abandoned threshold that customer interactions of this business attribute spent in a queue or alerting/ringing at the first handling resource before the interactions were abandoned or stopped for any reason. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the (BA Customer >) Max Abandoned Waiting Time and 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
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Metric name: Max Standard Abandoned Waiting Time (Fmt)		Folder: Business Attribute > BA Customer
Description: The longest time (HH:MM:SS) beyond the short-abandoned threshold that customer interactions of this business attribute spent in a queue or alerting/ringing at the first handling resource before the interactions were abandoned or stopped for any reason. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the (BA Customer >) Max Abandoned Waiting Time and 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
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Metric name: Offered		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center during the interval, were assigned this business attribute, and were offered to a resource excluding interactions that were abandoned within the short-abandoned threshold. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics.		Used in: Contact Center Dashboard Pre-Agent Termination Report Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Operational Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Responded		Folder: Business Attribute > BA Customer
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.
Source or Calculation: AG2_ID_*.RESPONDED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Response Ratio		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Responses		Folder: Business Attribute > BA Customer
Description: For voice and chat media, the total number of customer interactions of this business attribute that were accepted by handling resources. For e-mail, this metric represents the total number times that resources (such as 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. The value of this metric is greater than or equal to Responded.
Source or Calculation: AG2_ID_*.RESPONSES		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Revenue		Folder: Business Attribute > BA Customer
Description: The total revenue generated during the interval by customer interactions assigned this business attribute.
Source or Calculation: AG2_ID_*.REVENUE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Satisfaction		Folder: Business Attribute > BA Customer
Description: The sum of numerical scores of customer satisfaction that were attributed to customer interactions assigned this business attribute.
Source or Calculation: AG2_ID_*.SATISFACTION		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Sentiment Factor		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Sentiment Index		Folder: Business Attribute > BA Customer
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.
Source or 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:
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Metric name: Sentiment Influence Entered Diff		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Sentiment Score		Folder: Business Attribute > BA Customer
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. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.SENTIMENT		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Short Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were abandoned or dropped for any reason within the threshold while they were waiting for the first handling resource.
Source or Calculation: AG2_ID_*.SHORT_ABANDONED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Standard Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center and were abandoned or dropped for any reason. Excludes short-abandoned interactions and abandoned-while-alerting interactions.
Source or Calculation: Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Standard Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that is associated with interactions of this business attribute that were abandoned by the customer or dropped for any reason before the interactions could be established.
Source or Calculation: AG2_ID_*.ABANDONED_STANDARD_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Start Date Time Key		Folder: Business Attribute > BA Customer
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_ID hierarchy.
Source or Calculation: AG2_ID_*.DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Accepted Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of interactions, assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.
Source or Calculation: AG2_ID_*. XFER_ACCEPTED		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Accepted Cold Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Transfer Accepted Time Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
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.
Source or 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
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Metric name: Transfer Accepted Warm Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of interactions, assigned this business attribute, that arrived by warm transfer and were offered to the agent during the reporting interval.
Source or Calculation: AG2_ID_*. XFER_ACCEPTED_WARM		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Initiated Agent		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that agents transferred. Both warm and blind transfers are reflected in this metric.
Source or Calculation: AG2_ID_*.TRANSFER_INIT_AGENT		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Task Volume Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Initiated Cold Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of cold transfers of interactions assigned this business attribute, that were initiated by the agent during the reporting interval.
Source or 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
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Metric name: Transfer Initiated Warm Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of warm transfers of interactions assigned this business attribute, that were initiated by the agent during the reporting interval.
Source or Calculation: AG2_ID_*.XFER_ INIT_AGENT_WARM		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Rate		Folder: Business Attribute > BA Customer
Description: The percentage of interactions that were transferred. Calculated as the total number of transferred interactions divided by the total number of interactions.
Source or 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
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Metric name: Wrap		Folder: Business Attribute > BA Customer
Description: The total number of times that agents entered ACW (Wrap) state for customer interactions that the agents received of this business attribute.
Source or Calculation: AG2_ID_*.WRAP		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Metric name: Wrap Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that resources spent in ACW (Wrap) state for customer interactions that were received of this business attribute.
Source or Calculation: AG2_ID_*.WRAP_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Folder: Business Attribute > BA Predictive Routing

Metric name: % Error		Folder: Business Attribute > BA Predictive Routing
Description: Percentage of active interactions that received a predictive routing error score.
Source or Calculation: Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics.		Used in: Model Efficiency Predictive Routing - Model Efficiency Predictive Routing Operational Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Active		Folder: Business Attribute > BA Predictive Routing
Description: The total amount of time attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel.
Source or Calculation: AG2_ID_*.GPM_ACTIVE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Agent Score		Folder: Business Attribute > BA Predictive Routing
Description: The sum of all agent scores for agents who handled interactions routed by GPR.
Source or Calculation: IF_IRF_GPM_FACT_GI2.AGENT_SCORE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Agent Score		Folder: Business Attribute > BA Predictive Routing
Description: The average score for all agents who handled interactions routed by GPR.
Source or Calculation: Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions.		Used in: Model Efficiency Predictive Routing - Model Efficiency Predictive Routing Operational Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Turnaround Time		Folder: Business Attribute > BA Predictive Routing
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.
Source or 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:
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Metric name: Error		Folder: Business Attribute > BA Predictive Routing
Description: If an error occurs while returning scoring results, this field contains the error message. The value is NULL if no error is returned, or an integer between 1 and 10 to identify the error as one of the following strings: 1 — Ok 2 — Authentication to scoring engine failed 3 — Scoring request failed 4 — Agent list is empty 5 — URS overload, interaction skipped 6 — Predictor not found 7 — Failed to build scoring request 8 — SetIdealAgent or SetReadyCondition execution error 9 — Interaction log not found in global map 10 —- Unknown error 11 — Channel is not supported 12 — Reserved for future use 13 — Call Abandoned 14 — Call Routing Failed 15 — Predictive Routing is turned off or not used for this interaction
Source or Calculation: AG2_QUEUE_*.GPM_ERROR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Turnaround Time		Folder: Business Attribute > BA Predictive Routing
Description: Amount of time the interaction spent in queue while waiting for predictive routing scoring to be completed.
Source or Calculation: IF_IRF_GPM_FACT_GI2.WAIT_TIME		Used in: Model Efficiency
Media type: All Data type: Number Metric type: Disposition
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Folder: Business Attribute > BA User Data Example

There are no metrics in this folder.

Business Attribute Metrics

Folder: Business Attribute

Folder: Business Attribute > BA Call Survey

Folder: Business Attribute > BA Consults

Folder: Business Attribute > BA Customer

Folder: Business Attribute > BA Predictive Routing

Folder: Business Attribute > BA User Data Example

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