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Detail Metrics

The Detail folder contains numerous metrics that you can use to build reports that describe low-level interaction and agent details.

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.

Detail

  • There are no metrics in this folder

Detail > Handling Attempt

Detail > Handling Attempt > Handling Predictive Routing

Detail > Handling Attempt > Handling User Data Example

  • There are no metrics in this folder

Detail > Transfer

Detail > Transfer > Source User Data Example

  • There are no metrics in this folder

Detail > Transfer > Target User Data Example

  • There are no metrics in this folder


Folder: Detail

There are no metrics in this folder.

Folder: Detail > Handling Attempt

Metric name: Abandoned Waiting


Folder:

Detail > Handling Attempt

Description: The total number of customer interactions that were abandoned or stopped for any reason while the interactions were waiting for the first handling

resource.

Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.ABANDONED Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

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Metric name: Abandoned Waiting Time


Folder:

Detail > Handling Attempt

Description: The total amount of time associated with customer interactions were abandoned or dropped for any reason before the interactions could be distributed.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

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Metric name: Conference Initiated Time


Folder:

Detail > Handling Attempt

Description: The amount of time that a conference initiated by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference initiator.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CONF_INIT_TALK_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All (except Email)

Data type: Number
Metric type: Detail

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Metric name: Conference Received Time


Folder:

Detail > Handling Attempt

Description: The amount of time that a conference that was joined by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference joiner.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CONF_JOIN_TALK_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All (except Email)

Data type: Number
Metric type: Detail

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Metric name: Customer Alert Time


Folder:

Detail > Handling Attempt

Description: This metric varies depending on the media type:
  • For voice interactions, the number of seconds that the interaction was ringing at the resource during a voice handling attempt while a customer was present.
  • For multimedia interactions, the number of seconds that the customer-related interaction was alerting at the resource during an interaction handling attempt.
  • For e-mail interactions, this metric includes agent's handling of an inbound e-mail from a customer or an internal e-mail from another agent, or handling a reply e-mail back to the customer.

This metric excludes handling a collaboration, whether on the initiating or receiving side.

Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Customer Dial Time


Folder:

Detail > Handling Attempt

Description: The amount of time that the IRF resource spent initiating an outbound, customerrelated interaction. The duration starts when the dialing event is sent, includes the mediation time that the initiator incurs while waiting for the target resource to connect, and ends when the call is either established or terminated on no answer. Initiated consultations are excluded from consideration.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_DIAL_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: Voice

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Engage Time


Folder:

Detail > Handling Attempt

Description: The amount of time that the agent processed a customer-related interaction at this resource during an interaction handling attempt. This metric includes internal interactions.
  • For synchronous interactions, this is the time that the agent spent interacting with a customer. The duration includes talk duration of conferenced interactions.
  • For asynchronous interactions, this is the time that the agent spent handling an inbound interaction from a customer, handling an internal interaction from another agent, or handling a reply interaction back to the customer.

This duration excludes consultations and collaborations, whether they were initiated or received.

Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Customer Handle Time


Folder:

Detail > Handling Attempt

Description:
Source or Calculation: Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Hold Time


Folder:

Detail > Handling Attempt

Description: The amount of time that the agent had the customer on hold. This metric excludes hold durations that are associated with initiated or received consultations but includes hold duration of conferenced interactions.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: Voice

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Wrap Time


Folder:

Detail > Handling Attempt

Description: The amount of time that the resource was in interaction-related After-Call-Work (ACW or Wrap) state that pertained to this customer voice-interaction resource. The duration excludes ACW duration that is associated with received consultations.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: Voice

Data type: Number
Metric type: Detail

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Metric name: Interaction Duration


Folder:

Detail > Handling Attempt

Description: The difference between the beginning and end of the agent’s interaction-related state.
Source or Calculation: Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Date

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Metric name: Queue Time


Folder:

Detail > Handling Attempt

Description: The sum of the durations that interactions spent at ACD queue resources prior to arrival at the IRF resource. This duration excludes abandoned-while-queued interactions.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Response Time


Folder:

Detail > Handling Attempt

Description: The time that elapsed before the customer received service or abandoned the interaction, including the time that the interaction spent in a queue (including routing points and non-self-service IVR ports) prior to abandonment or reaching a handling resource (agent or self-service IVR) as well as the alert duration at the resource prior to the interaction being accepted.

Additionally, this metric includes the mediation duration of any immediate previous attempt to deliver the interaction that was redirected with a technical result of RoutedOnNoAnswer or Unspecified, as well as the alert duration that is associated with this attempt. Received consultations and collaborations are excluded from consideration.

Source or Calculation: Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Revenue


Folder:

Detail > Handling Attempt

Description: The total revenue generated by customer interactions handled by this IRF resource.
Source or Calculation: IRF_USER_DATA_GEN_1.REVENUE Used in:

This metric is not used in any reports.

Media type: All

Data type: Character
Metric type: Detail

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Metric name: Routing Point Time


Folder:

Detail > Handling Attempt

Description: The sum of the durations that this IRF spent in routing point resources or routing strategy resources prior to arrival at the IRF resource.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Satisfaction


Folder:

Detail > Handling Attempt

Description: The numerical score of customer satisfaction that was attributed to customer interactions handled by this IRF resource.

This score is stored in character format

Source or Calculation: IRF_USER_DATA_GEN_1.SATISFACTION Used in:

This metric is not used in any reports.

Media type: All

Data type: Character
Metric type: Detail

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Metric name: Total Duration


Folder:

Detail > Handling Attempt

Description: The total duration of the IRF resource's participation in the interaction, irrespective of the interval(s) in which the IRF endures, including hold duration and the time that the interaction spent in mediation. This metric excludes alert duration, received consultations, and received collaborations.
Source or Calculation: Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. Used in:
  • Interaction Handling Attempt Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Transfer Initiated Agent


Folder:

Detail > Handling Attempt

Description: The total number of times that the agent transferred customer interactions.
Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.TRANSFER_INITIATED_AGENT Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

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Folder: Detail > Handling Attempt > Handling Predictive Routing

Metric name: Abandoned Waiting


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The total number of times that customer interactions that were routed using Predictive Routing were abandoned or dropped for any reason before the interactions could be distributed.
Source or Calculation: IF_IRF_GPM_FACT_GI2.ABANDONED Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Abandoned Waiting Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The total amount of time associated with customer interactions that were routed using Predictive Routing that were abandoned or dropped for any reason. This time includes the duration of customer interactions that were abandoned before the interactions could be distributed.
Source or Calculation: IF_IRF_GPM_FACT_GI2.ABANDONED_TIME Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Agent Rank


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The agent's predictive routing score ranked against all other agents in the target group, where 1 is the rank of the agent with the best score.
Source or Calculation: IF_IRF_GPM_FACT_GI2.AGENT_RANK Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Agent Score


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: Predictive routing score for the agent that handled the interaction.
Source or Calculation: IF_IRF_GPM_FACT_GI2.AGENT_SCORE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Conference Initiated Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The amount of time that a conference initiated by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference initiator.
Source or Calculation: IF_IRF_GPM_FACT_GI2.CONF_INIT_TALK_DURATION Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Conference Received Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The amount of time that a conference that was joined by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the IRF resource as a conference joiner.
Source or Calculation: IF_IRF_GPM_FACT_GI2.CONF_JOIN_TALK_DURATION Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Alert Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: This metric varies depending on the media type:
  • For voice interactions, the number of seconds that the interaction was ringing at the resource during a voice handling attempt while a customer was present.
  • For multimedia interactions, the number of seconds that the customer-related interaction was alerting at the resource during an interaction handling attempt.
  • For e-mail interactions, this metric includes agent's handling of an inbound e-mail from a customer or an internal e-mail from another agent, or handling a reply e-mail back to the customer.

This metric excludes handling a collaboration, whether on the initiating or receiving side.

Source or Calculation: IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Dial Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The amount of time that the IRF resource spent initiating an outbound, customer-related interaction. The duration starts when the dialing event is sent, includes the mediation time that the initiator incurs while waiting for the target resource to connect, and ends when the call is either established or terminated on no answer. Initiated consultations are excluded from consideration.
Source or Calculation: IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Engage Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The amount of time that the agent processed a customer-related interaction at this resource during an interaction handling attempt. This metric includes internal interactions. For synchronous interactions, this is the time that the agent spent interacting with a customer. The duration includes talk duration of conferenced interactions. For asynchronous interactions, this is the time that the agent spent handling an inbound interaction from a customer, handling an internal interaction from another agent, or handling a reply interaction back to the customer. This duration excludes consultations and collaborations, whether they were initiated or received.
Source or Calculation: IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Handle Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The sum of the Customer Engage Time, Customer Hold Time, and Customer Wrap Time metrics report.
Source or Calculation: Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Hold Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The amount of time that the agent had the customer on hold. This metric excludes hold durations that are associated with initiated or received consultations but includes hold duration of conferenced interactions.
Source or Calculation: IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Customer Wrap Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The amount of time that the resource was in interaction-related After-Call Work (ACW or Wrap) state that pertained to this customer voice-interaction resource. The duration excludes ACW duration that is associated with received consultations.
Source or Calculation: IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Global Score


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The average predictive routing score for all agents in the target group.
Source or Calculation: IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Interaction Duration


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The duration of the interaction.
Source or Calculation: Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Max Score


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The highest predictive routing score for any agent in the target group.
Source or Calculation: IF_IRF_GPM_FACT_GI2.MAX_SCORE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Median Score


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The median predictive routing score for the target group of agents.
Source or Calculation: IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Message


Folder:

Detail > Handling Attempt > Handling 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.
Source or Calculation: IF_IRF_GPM_FACT_GI2.MESSAGE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Min Score


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The lowest predictive routing score for any agent in the target group.
Source or Calculation: IF_IRF_GPM_FACT_GI2.MIN_SCORE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Queue Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The sum of the durations that interactions spent at ACD queue resources prior to arrival at the IRF resource. This duration excludes abandoned-while-queued interactions.
Source or Calculation: IF_IRF_GPM_FACT_GI2.QUEUE_DURATION Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Response Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The time that elapsed before the customer received service or abandoned the interaction, including the time that the interaction spent in a queue (including routing points and non-self-service IVR ports). This metric is populated only if the handle count is greater than zero.
Source or Calculation: Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Revenue


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The total revenue that is generated during the interval by customer interactions handled by agents who belong to the agent group.
Source or Calculation: IF_IRF_GPM_FACT_GI2.REVENUE Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

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Metric name: Routing Point Time


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The sum of the durations that this IRF spent in routing point resources or routing strategy resources prior to arrival at the IRF resource.
Source or Calculation: IF_IRF_GPM_FACT_GI2.ROUTING_POINT_DURATION Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Satisfaction


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The customer-satisfaction score associated with the interaction.
Source or Calculation: IRF_USER_DATE_GEN_1.SATISFACTION Used in:

This metric is not used in any reports.

Media type: All

Data type: Number
Metric type: Detail

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Metric name: Target Size


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The number of agents in the scored target group (based on the list received from the scoring engine).
Source or Calculation: IF_IRF_GPM_FACT_GI2.TARGET_SIZE Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Total Duration


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The total duration of the IRF resource's participation in the interaction, irrespective of the interval(s) in which the IRF endures, including hold duration and the time that the interaction spent in mediation.
Source or Calculation: Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Transfer Initiated Agent


Folder:

Detail > Handling Attempt > Handling Predictive Routing

Description: The total number of times that agents transferred customer interactions that were routed using Predictive Routing.
Source or Calculation: IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT Used in:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

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Metric name: Turnaround Time


Folder:

Detail > Handling Attempt > Handling 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:
  • Predictive Routing Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list


Folder: Detail > Handling Attempt > Handling User Data Example

There are no metrics in this folder.

Folder: Detail > Transfer

Metric name: Interaction Duration


Folder:

Detail > Transfer

Description: The difference between the beginning and end of the agent’s interaction-related state.
Source or Calculation: Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. Used in:
  • Transfer Detail Report
Media type: All

Data type: Number
Metric type: Date

>> Back to list
Metric name: Source Customer Engage Time


Folder:

Detail > Transfer

Description: The amount of time that the agent processed a customer-related transfer or conference where the agent was the initiator of the interaction.
  • For synchronous interactions, this is the time that the agent spent interacting with a customer.
  • For asynchronous interactions, this is the time spent handling an inbound interaction from a customer or handling a reply interaction back to the customer.

This duration excludes consultations and collaborations.

Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION Used in:
  • Transfer Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Source Customer Hold Time


Folder:

Detail > Transfer

Description: The amount of time that the agent had the customer on hold. This metric pertains to transfers or conferences that the agent initiated and excludes hold durations that are associated with consultations.
Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION Used in:
  • Transfer Detail Report
Media type: Voice

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Source Customer Wrap Time


Folder:

Detail > Transfer

Description: The amount of time that the resource was in interaction-related ACW (Wrap) state that pertain to customer transfers or conferences that the agent initiated. The duration excludes ACW duration that is associated with received consultations.
Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION Used in:
  • Transfer Detail Report
Media type: Voice

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Source Queue Time


Folder:

Detail > Transfer

Description: The sum of the durations that initiated transfers or conferences spent at ACD queue resources prior to arrival at the IRF resource. This duration includes interactions that were queued for consultation and excludes abandoned-while-queued interactions.
Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION Used in:
  • Transfer Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Target Customer Engage Time


Folder:

Detail > Transfer

Description: The amount of time that the agent spent processing a customer-related transfer or conference where the agent was the recipient of the interaction.
  • For synchronous interactions, this is the time that the agent spent interacting with a customer.
  • For asynchronous interactions, this is the time that the agent spent handling an inbound interaction from a customer or handling a reply interaction back to the customer.

This duration excludes consultations and collaborations.

Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV Used in:
  • Transfer Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Target Customer Hold Time


Folder:

Detail > Transfer

Description: The amount of time that the agent had the customer on hold. This metric pertains to transfers or conferences that the agent received and excludes hold durations that are associated with consultations.
Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION_RCV Used in:
  • Transfer Detail Report
Media type: Voice

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Target Customer Wrap Time


Folder:

Detail > Transfer

Description: The amount of time that the resource was in interaction-related ACW (Wrap) state that pertain to customer transfers or conferences that the agent received. The duration excludes ACW duration that is associated with received consultations.
Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION_RCV Used in:
  • Transfer Detail Report
Media type: Voice

Data type: Number
Metric type: Detail

>> Back to list
Metric name: Target Queue Time


Folder:

Detail > Transfer

Description: The sum of the durations that received transfers or conferences spent at ACD queue resources prior to arrival at the IRF resource.
Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION_RCV Used in:
  • Transfer Detail Report
Media type: All

Data type: Number
Metric type: Detail

>> Back to list


Folder: Detail > Transfer > Source User Data Example

There are no metrics in this folder.

Folder: Detail > Transfer > Target User Data Example

There are no metrics in this folder.

This page was last edited on June 10, 2020, at 18:16.

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