iWD Metrics

The iWD root folder contains numerous metrics that you can use to build intelligent Workload Distribution (iWD)-related reports.

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.
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.

iWD

iWD > Age

There are no metrics in this folder

iWD > Agent

iWD > Capture

iWD > Classification

iWD > Email

iWD > Queue

iWD > Service Objects

iWD > Time

There are no metrics in this folder

Folder: iWD

Metric name: % Finished		Folder: iWD
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics.		Used in: Customer Segment Service Level Report Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: % Finished Overdue		Folder: iWD
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics.		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Accept Time		Folder: iWD
Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Avg Accept Time		Folder: iWD
Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Finish Time		Folder: iWD
Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Handle Time		Folder: iWD
Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Pre Source System Time		Folder: iWD
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Source System Time		Folder: iWD
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finish Time		Folder: iWD
Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Finished		Folder: iWD
Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished Overdue		Folder: iWD
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: iWD
Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: New		Folder: iWD
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending		Folder: iWD
Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending Overdue		Folder: iWD
Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pre Source System Time		Folder: iWD
Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Source System Time		Folder: iWD
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Folder: iWD > Age

There are no metrics in this folder.

Folder: iWD > Agent

Metric name: Accepted		Folder: iWD > Agent
Description: The total number of tasks that the agent has handled during the given time interval.
Source or Calculation: IWD_AGG_TASK_AGENT_*.TASK_WORK_COUNT		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Avg Handle Time		Folder: iWD > Agent
Description: The average amount of time that the agent spent working on a task.
Source or Calculation: Calculated based on the iWD < Agent >Accepted and iWD < Agent >Handle Time metrics.		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: iWD > Agent
Description: The total amount of time that the agent spent working on a task.
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Max Handle Time		Folder: iWD > Agent
Description: The longest amount of time that the agent spent working on any task.
Source or Calculation: IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Max Handle Time (Fmt)		Folder: iWD > Agent
Description: This metric is used for internal calculations. The longest amount of time that the agent spent working on any task. (HH:MM:SS)
Source or Calculation: IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
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Metric name: Min Handle Time		Folder: iWD > Agent
Description: The shortest amount of time that the agent spent working on any task.
Source or Calculation: IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Min Handle Time (Fmt)		Folder: iWD > Agent
Description: This metric is used for internal calculations. The shortest amount of time that the agent spent working on any task. (HH:MM:SS)
Source or Calculation: IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME		Used in: Resource Performance Dashboard Resource Performance Report
Media type: Data type: Metric type:
>> Back to list

Folder: iWD > Capture

Metric name: % Finished		Folder: iWD > Capture
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics.		Used in: Customer Segment Service Level Report Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Finished Overdue		Folder: iWD > Capture
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics.		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Accept Time		Folder: iWD > Capture
Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Accept Time		Folder: iWD > Capture
Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Finish Time		Folder: iWD > Capture
Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Handle Time		Folder: iWD > Capture
Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Pre Source System Time		Folder: iWD > Capture
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Source System Time		Folder: iWD > Capture
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finish Time		Folder: iWD > Capture
Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished		Folder: iWD > Capture
Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished Overdue		Folder: iWD > Capture
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Handle Time		Folder: iWD > Capture
Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: New		Folder: iWD > Capture
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending		Folder: iWD > Capture
Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending Overdue		Folder: iWD > Capture
Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pre Source System Time		Folder: iWD > Capture
Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Source System Time		Folder: iWD > Capture
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Folder: iWD > Classification

Metric name: % Finished		Folder: iWD > Classification
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics.		Used in: Customer Segment Service Level Report Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: % Finished Overdue		Folder: iWD > Classification
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics.		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Accept Time		Folder: iWD > Classification
Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Accept Time		Folder: iWD > Classification
Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Finish Time		Folder: iWD > Classification
Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Handle Time		Folder: iWD > Classification
Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Pre Source System Time		Folder: iWD > Classification
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Avg Source System Time		Folder: iWD > Classification
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finish Time		Folder: iWD > Classification
Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished		Folder: iWD > Classification
Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Finished Overdue		Folder: iWD > Classification
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Handle Time		Folder: iWD > Classification
Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: New		Folder: iWD > Classification
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending		Folder: iWD > Classification
Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pending Overdue		Folder: iWD > Classification
Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
>> Back to list

Metric name: Pre Source System Time		Folder: iWD > Classification
Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Metric name: Source System Time		Folder: iWD > Classification
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
>> Back to list

Folder: iWD > Email

Metric name: % Sent QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The percentage of sent emails that were send with QA review to customer.
Source or Calculation: "iWD\Email\Sent QA Review"/"iWD\Email\Sent without ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Agent Reply Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that agents replied to customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundReply", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Agent Reply QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that agents replied with QA review to customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundReply", "CMPL_QA_REVIEW_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Agent Reply without QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that agents replied without QA review to customer.
Source or Calculation: "iWD\Email\Agent Reply" - "iWD\Email\Agent Reply QA Review"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Automated Reply Introduced: 9.0.019		Folder: iWD > Email
Description: The number of automated replies were sent to the customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAutoResponse", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Completed Introduced: 9.0.019		Folder: iWD > Email
Description: The number of email tasks that were completed or were sent to customer.
Source or Calculation: Sum("CMPL_TASK_COUNT")		Used in: Inbound Intraday Email Process Report
Media type: email Data type: Metric type:
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Metric name: New Introduced: 9.0.019		Folder: iWD > Email
Description: Number of new tasks that were submitted from email during the given time interval.
Source or Calculation: Sum("NEW_TASK_COUNT")		Used in: Inbound Intraday Email Process Report Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Other Introduced: 9.0.019		Folder: iWD > Email
Description: Total number of Outbound emails not including Unsolicited, Agent Reply, Automated Reply and Acknowledgements.
Source or Calculation: "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Pending Introduced: 9.0.019		Folder: iWD > Email
Description: The number of emails that are being sent at the end of the reporting interval.
Source or Calculation: SumPendings("TOTAL_PENDING_TASK_COUNT")		Used in: Inbound Intraday Email Process Report Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent Introduced: 9.0.019		Folder: iWD > Email
Description: The number of outbound emails that were sent to customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent ACK Introduced: 9.0.019		Folder: iWD > Email
Description: The number of acknowledgements that were sent to the customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of outbound emails that were send with QA review to customer.
Source or Calculation: Sum("CMPL_QA_REVIEW_COUNT")		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent without ACK Introduced: 9.0.019		Folder: iWD > Email
Description: The number of outbound emails without Acknowledgements that were sent to customer.
Source or Calculation: "iWD\Email\Sent" - "iWD\Email\Sent ACK"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Sent without QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of outbound emails that were sent without QA review to customer.
Source or Calculation: "iWD\Email\Sent" - "iWD\Email\Sent QA Review"		Used in: This metric is not used in any reports.
Media type: email Data type: Metric type:
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Metric name: Standard Response Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of standard responses that were sent to the customer.
Source or Calculation: Sum("CMPL_TASK_COUNT Standard Response")		Used in: This metric is not used in any reports.
Media type: email Data type: Metric type:
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Metric name: Unsolicited Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of unsolicited messages that were sent to customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Unsolicited QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of unsolicited emails that were sent with without QA review to customer.
Source or Calculation: Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0))		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Metric name: Unsolicited without QA Review Introduced: 9.0.019		Folder: iWD > Email
Description: The total number of unsolicited emails that were sent without QA review to customer.
Source or Calculation: "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review"		Used in: Outbound Email Report
Media type: email Data type: Metric type:
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Folder: iWD > Queue

Metric name: % Finished		Folder: iWD > Queue
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics.		Used in: Customer Segment Service Level Report Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: % Finished Overdue		Folder: iWD > Queue
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics.		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Accept Time		Folder: iWD > Queue
Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Avg Accept Time		Folder: iWD > Queue
Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Finish Time		Folder: iWD > Queue
Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Handle Time		Folder: iWD > Queue
Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Pre Source System Time		Folder: iWD > Queue
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Source System Time		Folder: iWD > Queue
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Entered		Folder: iWD > Queue
Description: The total number of tasks that entered the queue or workbin during the given time interval.
Source or Calculation: IWD_AGG_TASK_QUEUE_*.ENTERED_TASK_COUNT		Used in: Queue Priority Range Report
Media type: Data type: Metric type:
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Metric name: Exited		Folder: iWD > Queue
Description: The total number of tasks that exited the queue or workbin during the given time interval.
Source or Calculation: IWD_AGG_TASK_QUEUE_*.EXITED_TASK_COUNT		Used in: Queue Priority Range Report
Media type: Data type: Metric type:
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Metric name: Finish Time		Folder: iWD > Queue
Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Finished		Folder: iWD > Queue
Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Finished Overdue		Folder: iWD > Queue
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: iWD > Queue
Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: New		Folder: iWD > Queue
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Pending		Folder: iWD > Queue
Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Pending Overdue		Folder: iWD > Queue
Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Pre Source System Time		Folder: iWD > Queue
Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Source System Time		Folder: iWD > Queue
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Cancel Queue		Folder: iWD > Queue
Description: The total number of tasks on Cancel Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Captured Queue		Folder: iWD > Queue
Description: The total number of tasks on Captured Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Completed Queue		Folder: iWD > Queue
Description: The total number of tasks on Completed Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Delivery Attempt Hold Queue		Folder: iWD > Queue
Description: The total number of tasks on Delivery Attempt Hold Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Delivery Window Hold Queue		Folder: iWD > Queue
Description: The total number of tasks on Delivery Window Hold Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Error Held Queue		Folder: iWD > Queue
Description: The total number of tasks on Error Held Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Force Route Hold Queue		Folder: iWD > Queue
Description: The total number of tasks on Force Route Hold Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Force Route Queued Hold		Folder: iWD > Queue
Description: The total number of tasks on Force Route Queued Hold.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Hold Queue		Folder: iWD > Queue
Description: The total number of tasks on Hold Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on New Queue		Folder: iWD > Queue
Description: The total number of tasks on New Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Non Routable Queue		Folder: iWD > Queue
Description: The total number of tasks on Non Routable Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Post Processing Queue		Folder: iWD > Queue
Description: The total number of tasks on Post Processing Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Queued Queue		Folder: iWD > Queue
Description: The total number of tasks on Queued Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Rejected Queue		Folder: iWD > Queue
Description: The total number of tasks on Rejected Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Restricted Delivery Queue		Folder: iWD > Queue
Description: The total number of tasks on Restricted Delivery Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Submitted Queue		Folder: iWD > Queue
Description: The total number of tasks on Submitted Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Tasks on Transfer Queue		Folder: iWD > Queue
Description: The total number of tasks on Transfer Queue.
Source or Calculation:		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Folder: iWD > Service Objects

Metric name: Duration		Folder: iWD > Service Objects
Description: Total amount of time that elapsed during job execution.
Source or Calculation: Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME).		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Extracted Events Amount		Folder: iWD > Service Objects
Description: The total number of loaded events during job or batch run.
Source or Calculation: ETL_AUDIT.EXTRACTED_EVENTS_AMOUNT		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Folder: iWD > Time