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.
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
- Abandoned Waiting
- Abandoned Waiting Time
- Conference Initiated Time
- Conference Received Time
- Consult Initiated Time
- Customer Alert Time
- Customer Dial Time
- Customer Engage Time
- Customer Handle Time
- Customer Hold Time
- Customer Wrap Time
- Interaction Duration
- Queue Time
- Response Time
- Revenue
- Routing Point Time
- Satisfaction
- Total Duration
- Transfer Initiated Agent
Detail > Handling Attempt > Handling Predictive Routing
- Abandoned Waiting
- Abandoned Waiting Time
- Agent Rank
- Agent Score
- Conference Initiated Time
- Conference Received Time
- Customer Alert Time
- Customer Dial Time
- Customer Engage Time
- Customer Handle Time
- Customer Hold Time
- Customer Wrap Time
- Global Score
- Interaction Duration
- Max Score
- Median Score
- Message
- Min Score
- Queue Time
- Response Time
- Revenue
- Routing Point Time
- Satisfaction
- Target Size
- Total Duration
- Transfer Initiated Agent
- Turnaround Time
Detail > Handling Attempt > Handling User Data Example
- There are no metrics in this folder
Detail > Transfer
- Interaction Duration
- Source Customer Engage Time
- Source Customer Hold Time
- Source Customer Wrap Time
- Source Queue Time
- Target Customer Engage Time
- Target Customer Hold Time
- Target Customer Wrap Time
- Target Queue Time
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 | ||
| >> Back to list | ||
| 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 | ||
| >> Back to list | ||
| 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:
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| Media type: All (except Email) Data type: Number | ||
| >> Back to list | ||
| Metric name: Conference Received Time
|
Folder: Detail > Handling Attempt | |
| Description: The amount of time, in seconds, 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:
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| Media type: All (except Email) Data type: Number | ||
| >> Back to list | ||
| Metric name: Consult Initiated Time
|
Folder: Detail > Handling Attempt | |
| Description: The amount of time, in seconds, that a consult 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.CONS_INIT_TALK_DURATION | Used in: This metric is not used in any reports. | |
| Media type: All (except Email) Data type: Number | ||
| >> Back to list | ||
| Metric name: Customer Alert Time
|
Folder: Detail > Handling Attempt | |
Description: This metric varies depending on the media type:
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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: Voice Data type: Number | ||
| >> 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.
This duration excludes consultations and collaborations, whether they were initiated or received. | ||
| Source or Calculation: INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION | Used in:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: Voice Data type: Number | ||
| >> 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:
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| Media type: Voice Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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 | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
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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 | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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 | ||
| >> Back to list | ||
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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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 | ||
| >> 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 | ||
| >> Back to list | ||
| Metric name: Customer Alert Time
|
Folder: Detail > Handling Attempt > Handling Predictive Routing | |
Description: This metric varies depending on the media type:
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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
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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:
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| Media type: All Data type: Number | ||
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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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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 | ||
| >> Back to list | ||
| 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 | ||
| >> 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 | ||
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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:
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| Media type: All Data type: Number | ||
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| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
| 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:
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| Media type: All Data type: Number | ||
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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:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
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| 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.
This duration excludes consultations and collaborations. | ||
| Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION | Used in:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: Voice Data type: Number | ||
| >> 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:
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| Media type: Voice Data type: Number | ||
| >> 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:
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| Media type: All Data type: Number | ||
| >> 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.
This duration excludes consultations and collaborations. | ||
| Source or Calculation: INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV | Used in:
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| Media type: All Data type: Number | ||
| >> 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:
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| Media type: Voice Data type: Number | ||
| >> 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:
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| Media type: Voice Data type: Number | ||
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| 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:
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| Media type: All Data type: Number | ||
| >> Back to list | ||
Folder: Detail > Transfer > Source User Data Example
There are no metrics in this folder.
Folder: Detail > Transfer > Target User Data Example
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