Agent folder

Use objects from the Agent folder to build agent-related reports.

The Agent folder is organized into a series of subfolders, to make it easier to find the objects you need, as described in the following table. Many folders contain Custom folders, which are not described in this document; custom folders are provided to store any custom objects.

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.

Agent folder and subfolders

This folder contains the following root folder and subfolders.

• Agent
• Agent > Activity
• Agent > Activity > Activity Call Survey
• Agent > Activity > Activity User Data Example
• Agent > Activity > Queue
• Agent > Detail
• Agent > Detail > Ixn State
• Agent > Detail > Session
• Agent > Detail > State
• Agent > Group Membership
• Agent > State and Reason
• Agent > State and Reason > Interaction State
• Agent > State and Reason > Interaction State > Interaction Predictive Routing
• Agent > State and Reason > Summarized State

Folder: Agent

Introduced: 9.0.007.03

Description: The root Agent folder. Objects in this folder enable the organization and measurement of Info Mart agent data based on high-level characteristics of agent interactions. Other objects in this folder are organized into subfolders.

Metrics: Start Date Time Key

Attributes: Agent Group Agent Name Agent Resource Key Group Combination Key Group Key

Folder: Agent > Activity

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on the interaction-related activities that are conducted by active agents at their DNs. Counts and duration metrics are attributed to the reporting interval in which interactions were offered to the agent.

Metrics: % Abandoned Inviting % Transfer Initiated % Transfer Received Accepted Abandoned Inviting Accepted Accepted Thread Accepted Unique Actionability Agent - Queue A Group Combination Agent - Queue Q Group Combination Agent Disconnect First Avg Actionability Score Avg Conference Accepted Handle Time Avg Consult Initiated Time Avg Consult Received Time Avg Consult Received Warm Time Avg Consult Received Warm Wrap Time Avg Consult Received Wrap Time Avg Engage Time Avg Handle Time Avg Hold Time Avg Influence Score Avg Invite Time Avg Revenue Avg Satisfaction Avg Sentiment Score Avg Transfer Accepted Handle Time Avg Transfer Initiated Handle Time Avg Wrap Time Conference Accepted Time Conference Initiated Conference Offered Conference Received Accepted Consult Initiated Consult Initiated Time Consult Offered Consult Received Accepted Consult Received Accepted Warm Consult Received Hold Consult Received Time Consult Received Warm Hold Consult Received Warm Time Consult Received Warm Wrap Consult Received Warm Wrap Time Consult Received Wrap Consult Received Wrap Time Consult Responses Engage Engage Time Focus Focus Time Group Combination Handle Time Hold Hold Time Influence Score Invite Invite Time Not Accepted Offered Offered with Actionability Offered with Influence Offered with Revenue Offered with Satisfaction Offered with Sentiment Rejected Responded Unique Responses Revenue Satisfaction Sentiment Score Short Start Date Time Key Transfer Accepted Cold Transfer Accepted Time Transfer Accepted Warm Transfer Initiated Agent Transfer Initiated Agent Cold Transfer Initiated Agent Warm Transfer Initiated Time Transfer Offered Transfer Received Accepted Wrap Wrap Time

Attributes: Agent Group Agent Name Business Result Customer Segment Interaction Descriptor Key Interaction Key Interaction Subtype Interaction Type Media Type Resource Group Resource Name Service Subtype Service Type

Folder: Agent > Activity > Activity Call Survey

Introduced: 9.0.013

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on the results of call surveys.

Metrics: There are no metrics in this folder

Attributes: Agent Score Call Score Company Score IQ1 - IQ4 Product Score SQ1 - SQ2

Folder: Agent > Activity > Activity User Data Example

Introduced: 9.0.011

Description: Objects in this folder enable the organization and measurement of Info Mart data based on user data attributes.

Metrics: There are no metrics in this folder

Attributes: Category Category Key Classify Actionability Category Classify Sentiment Category Dimension 1 - Dimension 5 Dimension 6 - Dimension 10 Influence Category Screen Actionability Category Screen Sentiment Category

Folder: Agent > Activity > Queue

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of info Mart agent data based on ACD queue, virtual queue, interaction queue, or workbin.

Metrics: % Abandoned Inviting % Accepted % Transfer Initiated % Transfer Initiated Agent % Transfer Received Accepted Abandoned Inviting Accepted Accepted Others Accepted Thread Accepted Unique Actionability Agent Disconnect First Avg Actionability Score Avg Consult Initiated Time Avg Consult Received Time Avg Consult Received Warm Time Avg Consult Received Warm Wrap Time Avg Consult Received Wrap Time Avg Engage Time Avg Handle Time Avg Hold Time Avg Influence Score Avg Invite Time Avg Revenue Avg Satisfaction Avg Sentiment Score Avg Wrap Time Conference Initiated Conference Received Accepted Consult Initiated Consult Initiated Time Consult Received Accepted Consult Received Accepted Warm Consult Received Hold Consult Received Time Consult Received Warm Hold Consult Received Warm Time Consult Received Warm Wrap Consult Received Warm Wrap Time Consult Received Wrap Consult Received Wrap Time Consult Responses Engage Engage Time Focus Focus Time Handle Time Hold Hold Time Influence Score Invite Invite Time Not Accepted Offered Offered with Actionability Offered with Influence Offered with Revenue Offered with Satisfaction Offered with Sentiment Rejected Responded Unique Responses Revenue Satisfaction Sentiment Score Short Start Date Time Key Transfer Initiated Agent Transfer Received Accepted Wrap Wrap Time

Attributes: Queue Queue Group

Folder: Agent > Detail

Introduced: 9.0.007.03

Description: This folder comprises several subfolders which contain agent state, interaction-level, and session details as they pertain to agents. The following subclasses and their components are stored in this class. See descriptions of the subfolders for more information.

Metrics: There are no metrics in this folder

Attributes: There are no attributes in this folder

Folder: Agent > Detail > Ixn State

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on the state of one leg of an interaction that is being processed by an agent. Unlike Agent > State and Reason > Interaction State, all metrics in this folder reflect detailed data.

Metrics: Duration Start DateTime Key

Attributes: Additional Info End Timestamp Interaction Type Start Timestamp State

Folder: Agent > Detail > Session

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on one agent’s login session.

Metrics: Active Time Group Combination Detail Session Start DateTime Key

Attributes: Active End Timestamp Session Key Start Timestamp

Folder: Agent > Detail > State

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on an agent’s state.

Metrics: Duration Reason Time

Attributes: Active Reason Active State End Timestamp Reason Code Reason Key Reason Timestamp Reason Type Code Reason Value Start Timestamp State

Folder: Agent > Group Membership

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization and measurement of Info Mart agent data based on Agent membership in groups.

Metrics: Start Date Time Key

Attributes: Agent Group Agent Name Agent Resource Key Date Added Date Removed End TS Group Key Start Date Time Key

Folder: Agent > State and Reason

Introduced: 9.0.007.03

Description: Objects in this folder describe summarized states of resources and resource sessions. See descriptions of the subfolders for more information.

Metrics: There are no metrics in this folder

Attributes: Agent Group Agent Name Group Combination Sess Key Media Type Reason Code Reason Key Reason Type Code Reason Value Resource State Reason Key State Name

Folder: Agent > State and Reason > Interaction State

Introduced: 9.0.007.03

Description: Objects in this folder enable the organization, measurement, and filtering of Info Mart agent data based on the specific interval in which interactions occur at agent DNs. Metrics are attributed to each reporting interval in which agents handle the interactions and durations are clipped at interval boundaries. Objects in this folder reflect data that is aggregated over a reporting interval. Unlike Agent > Detail > Ixn State, all metrics in this folder reflect aggregated data.

Metrics: % Consult Received Time % Engage Time % Hold Time % Invite Time % Ixn Wrap Time % Not Ready In Time % Not Ready Out Time % Wrap In Time % Wrap Out Time Accepted Accepted Eventually Consult Received Accepted Consult Received Time Consult Received Wrap Time Engage Time Group Combination Hold Hold Time Invite Time Ixn Busy Time Ixn Wrap Ixn Wrap Time Not Accepted Not Ready In Not Ready In Time Not Ready Out Not Ready Out Time Offered Wrap In Wrap In Time Wrap Out Wrap Out Time

Attributes: Interaction Subtype Interaction Type

Folder: Agent > State and Reason > Interaction State > Interaction Predictive Routing

Description: Objects in this folder enable the organization, measurement, and filtering of Info Mart agent data pertaining to Genesys Predictive Routing based on the specific interval in which interactions occur at agent DNs.

Metrics: Active Agent Score Avg Agent Score

Attributes: Interaction Subtype Interaction Type Model Predictor Predictor Switch

Folder: Agent > State and Reason > Summarized State

Introduced: 9.0.007.03

Description: Objects in this folder enable the measurement and filtering of Info Mart agent data that is related to the status of DNs that are associated with active agents. Metrics are attributed to each reporting interval in which agents handle the calls, and durations are clipped at interval boundaries.

Metrics: % Busy Time % Not Ready Reason Time % Not Ready Time % Occupancy % Omni Busy Time % Omni Not Ready Time % Omni Occupancy % Omni Other State TIme % Omni Ready Time % Omni Wrap Time % Other State Time % Ready TIme % Wrap Time Active Time Busy Busy Time Not Ready Not Ready Reason Count Not Ready Reason Time Not Ready Time Omni Active Time Omni Busy Omni Busy Time Omni Not Ready Omni Not Ready Time Omni Other State Time Omni Ready Omni Ready Time Omni Wrap Omni Wrap Time Other State Time Ready Ready Time Start Date Time Key State Reason State Reason Time Wrap Wrap Time

Attributes: There are no attributes in this folder

Reports built primarily from the objects in the Agent folder and subfolders

• Agent Conduct Report
• Agent Details Activity Report
• Agent Group Business Attribute Report
• Agent Group Interaction Handling Report
• Agent Group Membership Details Report
• Agent Group Queue Business Attribute Report
• Agent Interval Based Report Report
• Agent Interaction Hierarchy Report
• Agent Login-Logout Details Report
• Agent Not Ready Report
• Agent Not Ready Reason Code Report
• Agent Omnichannel Activity Report
• Agent Queue Report
• Agent Social Engagement Report
• Agent Summary Activity Report (Active)
• Agent Summary Activity Report (Interaction)
• Agent State Details Report
• Agent Utilization Report
• Agent Wrap Report
• Predictive Routing Agent Occupancy

For more information about Agent reports, see the Genesys CX Insights 9.0 User's Guide.