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Genesys Interactive Insights

Also known as GI2. A presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

For Genesys Cloud customers, depending on the release of Genesys Cloud that you are using, historical reporting is available through either the Genesys Interactive Insights (GI2) interface, or through Genesys CX Insights.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Genesys Interactive Insights 8.5 Universe Guide Supplement

This page supplements the Genesys Interactive Insights Universe Guide by providing information about changes introduced in release 8.5.x of Genesys Interactive Insights (GI2).

Post Call Survey

New classes and dimensions were added to support Post Call Survey. (GII-5536)

Important
Post Call Survey is supported in GI2 8.5 releases, and also in GI2 8.1.106.12 and later 8.1.1 releases.

Post Call Survey-related Dimensions

Dimension Description Classes Data Mart Table.Column Internal Metric ID LOV Data Type
New Dimensions to support Post Call Survey
Agent Score This hidden dimension enables data to be organized by the agent score assigned by the customer during post call survey.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_1

.SURVEY_IAGENTSCORE

T_SURVEY_IAGENTSCORE

A_SURVEY_IAGENTSCORE

None Number
Call Score This hidden dimension enables data to be organized by the overall call score assigned by the customer during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_1

.SURVEY_ICALLSCORE

T_SURVEY_ICALLSCORE

A_SURVEY_ICALLSCORE

None Number
Company Score This hidden dimension enables data to be organized by the overall score assigned to the company by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_1

.SURVEY_ICOMPANYSCORE

T_SURVEY_ICOMPANYSCORE

A_SURVEY_ICOMPANYSCORE

None Number
Product Score This hidden dimension enables data to be organized by the overall score assigned to the product by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_1

.SURVEY_IPRODUCTSCORE

T_SURVEY_IPRODUCTSCORE

A_SURVEY_IPRODUCTSCORE

None Number
IQ1 This hidden dimension enables data to be organized by answers given by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_1

.SURVEY_IQ1

T_SURVEY_IQ1

A_SURVEY_IQ1

None Number
IQ2 ... IQ4 These three hidden dimensions enable data to be organized by answers given by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_2

.SURVEY_IQ2 ... POST_CALL_SURVEY_DIM_2 .SURVEY_IQ4

T_SURVEY_IQ2 ... T_SURVEY_IQ4

A_SURVEY_IQ2 ... A_SURVEY_IQ4

None Number
SQ1 ... SQ2 These two hidden dimensions enable data to be organized by answers given by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
POST_CALL_SURVEY_DIM_2

.SURVEY_SQ1 ... POST_CALL_SURVEY_DIM_2 .SURVEY_SQ2

T_SURVEY_SQ1 ... T_SURVEY_SQ2

A_SURVEY_SQ1 ... A_SURVEY_SQ2

None Number

Post Call Survey-related Classes

Class Description Dimension Member(s) Condition(s) Measure Member(s) Used In
New Classes to support Post Call Survey
Agent\Activity\Activity Call Survey All members of this hidden class enable the organization and filtering of Info Mart data based on Post Call Survey user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Agent Score, Call Score, Company Score, IQ1, IQ2, IQ3, IQ4, Product Score, SQ1, SQ2 None None None
Business Attribute\BA Call Survey All members of this hidden class enable the organization, measurement, and filtering of Info Mart data based on the business attributes that are associated with Post Call Survey. Counts and duration measures are attributed to the reporting interval in which consult interactions began within the contact center. Agent Score, Call Score, Company Score, IQ1, IQ2, IQ3, IQ4, Product Score, SQ1, SQ2 None None None

Low cardinality User data

New classes enable the inclusion of low cardinality data (from USER_DATA_CUST_DIM_1/ USER_DATA_CUST_DIM_2) in Detail reports. (GII-5548)

Low cardinality User data-related Classes

Dimension 1...Dimension 10 were updated to include the following new classes:

Class Description Dimension Member(s) Condition(s) Measure Member(s) Used In
New Classes to support Low Cardinality User Data in Detail classes
Detail\Handling Attempt\Handling Attempt User Data Example All members of this class enable the organization and filtering of Info Mart data based on user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Dimension 1...Dimension 10 None None None
Transfer\Transfer User Data Example\Source All members of this class enable the organization and filtering of Info Mart data based on user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Dimension 1...Dimension 10 None None None
Transfer\Transfer User Data Example\Target All members of this class enable the organization and filtering of Info Mart data based on user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Dimension 1...Dimension 10 None None None

Detail query optimization

A new template condition, PreSetAndDayAndTimeRange MSSQL, was added to the Service Objects class to improve performance of Detail reports on MSSQL Server partitioned databases. To force MSSQL Server to perform partition elimination in Detail reports, you can include this template in standard PreSetAndDayAndTimeRange conditions from the Detail class.

Detail query optimization-related Conditions

Condition Description Classes LOV
New Conditions
PreSetAndDayAndTimeRange MSSQL This condition is a template for an SQL statement that you can add to the following conditions (for MSSQL only):
  • Detail\Handling Attempt\PreSetAndDayAndTimeRange
  • Detail\Transfer\PreSetAndDayAndTimeRange
  • Detail\State\Agent State PreSetAndDayAndTimeRange
  • Detail\State\Agent State Reason PreSetAndDayAndTimeRange
  • Detail\Ixn State\Ixn State PreSetAndDayAndTimeRange
  • Detail\Callback Detail\PreSetAndDayAndTimeRange

The SQL to be inserted must appear in place of “<...NEW SQL PART...>” in the following context:

(SELECT Min(DATE_TIME_KEY) FROM DATE_TIME
WHERE CAL_DATE IN (SELECT Max(CAL_DATE)
FROM DATE_TIME WHERE CAL_DATE <= @Prompt(End Time:)))
  <...NEW SQL PART...>
 )
 OR

Where: <...NEW SQL PART...> is the SQL statement to be inserted.


Use the following syntax: Condition "PreSetAndDayAndTimeRange MSSQL" in Service objects class

AND @SELECT(<Universe class name>\Start DateTime KEY) BETWEEN
(DATEDIFF(s, '01/01/1970 00:00:00', @Prompt(Start Time:)) - 16*3600)
AND
(DATEDIFF(s, '01/01/1970 00:00:00', @Prompt(End Time:)) + 16*3600)

Where: <UNIVERSE_CLASS_NAME> is the appropriate universe class name associated with Start DateTime Key measure from the Detail class. For example, for the Transfer Details Report, replace <UNIVERSE_CLASS_NAME> with @Select(Transfer\Start DateTime Key).
Note: This condition links to the Start DateTime Key measure. This should not be confused with the similarly-named Agent State Reason PreSetAndDayAndTimeRange condition, which links to the Reason Start DateTime Key measure instead.

Service Objects None

Callback

Callback allows customers to provide a number at which the system can call them back when an agent is available; so your customers spend less time on hold, reducing customer frustration and freeing up valuable system resources.

Starting with release 8.5.0, GI2 supports Callback reporting by providing 2 new reports, 2 new classes, 11 new dimensions, 6 new conditions, 2 new List of Values (lov), and more than 80 new measures. Callback is also supported in some release 8.1.1 cloud deployments.

For information about configuring callback reporting, see Callback Reporting, and see also the information in the Genesys Interactive Insights Deployment Guide about configuring Interaction Concentrator (ICON) and Genesys Mobile Services (GMS) to enable Callback reporting.

Two reports are added to support callback:

The Callback Summary Report

Callback Summary Report

Use the Callback Summary Report to assess overall callback success rates in your contact center. The report shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

In addition to the Main tab, this report offers four tabs that you can use to see:

  • A breakdown of callback activity by offer type
  • The cost savings from callback
  • The number of attempts required to complete callbacks
  • A breakdown of the customer wait times

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Summary_Report.pdf

The following table explain the prompts you can select when you generate the Callback Summary Report.

Prompt Description
Pre-set Day Filter Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time Choose the day and time at which to stop collecting data into the report.
Queue Select one or more queues from which to gather data into the report. Default: ALL
Channel Enter one or more channels from which to gather data into the report. Default: ALL
Callback Type Select from the list to limit the report to one or more callback types. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Minute Price Enter a price-per-minute, which is used to calculate cost savings.

The Callback Details Report

Callback Details Report

Use the Callback Details Report to learn exactly what happened with each callback scheduled in your contact center, including the time at which each state in the call began and ended, and the duration of each state.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Details_Report.pdf

The following table explain the prompts you can select when you generate the Callback Details Report.

Prompt Description
Pre-set Day Filter Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time Choose the day and time at which to stop collecting data into the report.
Queue Select one or more queues from which to gather data into the report. Default: ALL
Customer Phone Number Select one or more customer phone numbers for which to gather data into the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Final or Not Enter 1 to restrict the report to only those calls where callback was dialed, or enter 0 to include all scheduled Callbacks, even if they were never dialed.

Callback-related classes

Callback Callback Detail
New Classes to support Callback
Description All members of this class enable the organization, measurement, and filtering of information relating to Callback. All members of this class enable the organization, measurement, and filtering of information relating to Callback.
Dimension Member(s) Callback Direction, Callback Offer Type, Callback Type, Channel, Dial Dialog Result, Final Dial Result, Final Target, Offer Timing, Order Connect, Queue, Queue Type Queue, Queue Type
Condition(s) DateRange, PreSetAndDateRange, PreSetAndDate, Minute Price, Queue, Channel, Callback Type PreSetAndDayAndTimeRange, Queue, Final, Phone Number
Measure Member(s) Abandon Waiting For Agent, % Abandoned, Accepted, Accepted Immediate, Accepted Scheduled, Accepted Wait for Agent, Added Agents, Avg Added Agents, Attempt 1, Attempt 2, Attempt 3, Attempt 4, Attempted, Callback Attempts, Callbacks, Canceled, % Canceled, Customer Connected, % Customer Connected, Declined, % Declined, Establish Time, Max Establish Time, Expected Wait Time, Max Expected Wait Time, Expected Wait Time when Offered, Max Expected Wait Time when Offered, Min Expected Wait Time when Offered, Failed Transfers before Agent is connected, Failed Transfers to Agent, Offer Time, Avg Offer Time, Max Offer Time, Offered, Offline Waiting Time, Max Offline Waiting Time, Position in Queue, Max Position in Queue, Position in Queue when Offered, Max Position in Queue when Offered, Min Position in Queue when Offered, Requested Agent Assistance, Saved Time, Avg Saved Time, Max Saved Time, Min Saved Time, Successful, % Successful, Time To Abandon Waiting For Agent, Avg Time To Abandon, Max Time To Abandon, Waiting For Agent, Time To Wait For Agent, Avg Time To Wait For Agent, Max Time To Wait For Agent, Timeout Waiting, % Unsuccessful, Start Date Time Key Abandoned Waiting, Accepted, Added Agent, Callback Accepted Timestamp, Callback Attempts, Callback Offer Time, Callback Offered Timestamp, Callback Offers per Session, Connect Waiting Time, Customer Connected Timestamp, Customer Phone Number, Customer Ready To Start Timestamp, Desired Time, Establish Time, Expected Wait Time, Expected Wait Time when Offered, Final, Last Callback Offer Time, Last Callback Offered Timestamp, Offered, Offline Waiting Time, Position in Queue, Position in Queue when Offered, Push Delivery Confirmed Timestamp, Ready to Start Timestamp, Requested Agent Assistance, Service ID, Service Start Timestamp, Timeout Waiting, Transfer Failed, Start Date Time Key
Used In Dimensions and measures in this class are used exclusively by the Callback Summary Report. Dimensions and measures in this class are used exclusively by the Callback Details Report.

Callback-related dimensions

Dimension Description Classes Data Mart Table.Column Internal Metric ID LOV Data Type
New Dimensions to support Callback
Callback Direction This dimension enables data to be organized based on which party originated the call.

Values={CUSTOMER_TERMINATED, CUSTOMER_ORIGINATED}

Callback CALLBACK_DIM_2

.CALL_DIRECTION

CB_CALL_DIRECTION None Character
Callback Offer Type This dimension enables data to be organized based on the type of callback offer that was presented to the customer.

Values: {SCHEDULED, WAIT_FOR_AGENT, COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT} For example:

  • During off-hours, only the scheduled option is available.
  • Business rules can also allow only wait_for_agent option during on-hours, or a combination of scheduled and wait_for_agent.
Callback CALLBACK_DIM_1

.CALLBACK_OFFER_TYPE

CB_CALLBACK_OFFER_TYPE None Character
Callback Type This dimension enables data to be organized based on the type of callback.

Values: {IMMEDIATE,WAIT_FOR_AGENT, SCHEDULE}

Callback CALLBACK_DIM_1.CALLBACK_TYPE CB_CALLBACK_TYPE callbacktype_lov Character
Channel This dimension enables data to be organized based on the Callback origination channel.

Values={ivr, web}.

Callback CALLBACK_DIM_1.CHANNEL CB_CHANNEL callbackchannel_lov Character
Dial Dialog Result This dimension enables data to be organized based on the cause of the final dialing result.

Values={RIGHT_PERSON, WRONG_PERSON, CANCELED}

Callback CALLBACK_DIM_2.DIAL_DIALOG_RESULT CB_DIAL_DIALOG_RESULT None Character
Final Dial Result This dimension enables data to be organized based on the final dialing result.

Values={BUSY, NO_ANSWER, ANSWERING_MACHINE, ERROR_TONE, FAX, PERSON, REDIAL_LIMIT_REACHED}

Callback CALLBACK_DIM_2.FINAL_DIAL_RESULT CB_FINAL_DIAL_RESULT None Character
Offer Timing This dimension enables data within the reporting interval to be organized based on whether the callback arrived during normal hours of operation, or during off-hours.

Values={OFF-HOURS, ON-HOURS}:

  • OFF-HOURS: callback (typically scheduled only) was offered during non-operational hours
  • ON-HOURS: callback was offered during operational (business) hours
Callback CALLBACK_DIM_2.OFFER_TIMING CB_OFFER_TIMING None Character
Order Connect This dimension enables data within the reporting interval to be organized based on the order in which the parties connected.

Values={CUSTOMER_FIRST, AGENT_FIRST_PREVIEW, AGENT_FIRST_NO_PREVIEW}.

Callback CALLBACK_DIM_1.CONNECT_ORDER CB_CONNECT_ORDER None Character
Callback/Queue This dimension enables data within the reporting interval to be organized based on the name of the virtual queue. Callback RESOURCE_Q.RESOURCE_NAME CB_RESOURCE_NAME queue_lov Character
Callback/Queue Type This dimension enables data within the reporting interval to be organized based on the type of the virtual queue. Callback RESOURCE_Q.RESOURCE_TYPE Character
Callback Detail/Queue This dimension enables data within the reporting interval to be organized based on the name of the virtual queue. Callback Detail RESOURCE_Q.RESOURCE_NAME

WHERE RESOURCE_Q.RESOURCE_TYPE_CODE in ('QUEUE','NONE','UNKNOWN')

CBF_Q_RESOURCE_NAME queue_lov Character
Callback Detail/Queue Type This dimension enables data within the reporting interval to be organized based on the type of the virtual queue. Callback Detail RESOURCE_Q.RESOURCE_SUBTYPE Character

Callback-related conditions

Condition Description Classes LOV
New and Updated Conditions to support callback
Callback Type This condition prompts you to select values from the Callback Type list box of the Callback and Callback Details reports. The condition recognizes a selection of one or more categories or a selection of ALL, which returns all categories that are defined within the given tenant. If the default is used, the reports include all category values in the result set when the reports are run. Callback callbacktype_lov
Channel This condition prompts you to select values from the Channel list box of the Callback and Callback Details reports. The condition recognizes a selection of one or more categories or a selection of ALL, which returns all categories that are defined within the given tenant. If the default is used, the reports include all category values in the result set when the reports are run. Callback callbackchannel_lov
DateRange The Callback class is added to this existing condition. Activity, Agent Contact, Business Attribute, Callback, Contact Attempt, Time daterange_lov
Final This condition prompts you to restrict the report to only those calls for which the Callback Record ID is final. Callback Detail None
Minute Price This condition prompts you to enter a per-minute price, which is used to calculate cost savings. Callback None
Phone Number This condition prompts you to select one or more customer phone numbers for which to gather data into the report. Default: ALL Callback Detail None
PreSetAndDate The Callback class is added to this existing condition. Activity, Agent Contact, Callback, Contact Attempt, Summarized State, Time daydaterange_lov
PreSetAndDateRange The Callback class is added to this existing condition. The following changes apply to the Description of this condition:

Default: None. If the user specifies no value in either set of prompts and the original default values are used, the reports use default values, which are:

  • The first day of the year as the Start Date (for example,1/1/2016)
  • The last day of the year as the End Date (for example 12/31/2016)

If, however, the report user clears these values, the reports use no value at all and do not run until values are specified.

Activity, Agent Contact, Business Attribute, Callback, Contact Attempt, Queue, Summarized State, Time daterange_lov
PreSetAndDayAndTimeRange The Callback Detail class is added to this existing condition. Callback Detail, Handling Attempt, Transfer None
Queue The Callback and Callback Detail classes are added to this existing condition. Activity, Callback, Callback Detail, Handling Attempt, Queue queue_lov

Callback-related lov

LOV Description Prompt Name LOV Type Database Table Column
New lov to support callback
callbackchannel_lov GI2 dynamically generates the values that make up this list from information that describes the available callback channels in your contact center. When you invoke this list of values, the callback channels appear, in alphanumeric order, in the Channel list box of some reports. Channel Dynamic CALLBACK_DIM_1

.CHANNEL

callbacktype_lov GI2 dynamically generates the values that make up this list from information that describes the available callback types in your contact center. When you invoke this list of values, the callback types appear, in alphanumeric order, in the Callback Type list box of some reports. Callback Type Dynamic CALLBACK_DIM_1

.CALLBACK_TYPE

Callback-related measures

Measure Description Class Available Media Types Logical/Base Interaction Measure Type Data Type Alternate? Agg'n Function Database Table Column Internal Metric ID Used in Reports
New Measures to support callback
% Abandoned The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Abandon Waiting For Agent and Accepted Callback measures. CB_CALLBACK_ABANDONED_PCT Callback Summary Report
% Canceled The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed. Callback Voice N/A Disposition Number No Db delegated Refer to the Accepted and Canceled callback measures. CB_CALLBACK_CANCELED_PCT Callback Summary Report
% Customer Connected The percentage of customer calls that connected after callback dialout, including instances where no agent was connected. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Customer Connected and Accepted callback measures. CB_CALLBACK_CONNECTED_PCT Callback Summary Report
% Declined The percentage of customer callback offers that were declined by the customer. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Offered and Accepted callback measures. CB_CALLBACK_DECLINED_PCT Callback Summary Report
% Successful The percentage of callbacks that successfully connected the customer with an agent. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Successful and Accepted callback measures. CB_CALLBACK_SUCCESSFUL_PCT Callback Summary Report
% Unsuccessful The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled). Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Successful and Accepted callback measures. CB_CALLBACK_UNSUCCESSFUL_PCT Callback Summary Report
Abandon Waiting For Agent The total number of times that customer callbacks were abandoned by the customer while waiting for an agent to connect. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.ABANDONED_WAITING

CB_ABANDONED_WAITING Callback Summary Report
Abandoned Waiting Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes) Callback Detail Voice, Chat N/A Disposition Number No Sum CALLBACK_FACT_GI2

.ABANDONED_WAITING

CBF_ABANDONED_WAITING Callback Details Report
Callback/Accepted The total number of times that callback was accepted by a customer Callback Voice, Chat Logical Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_ACCEPTED

CB_CALLBACK_ACCEPTED Callback Summary Report
Callback Detail/Accepted Indicates whether callback was accepted by the customer. (0=no, 1=yes) Callback Detail Voice, Chat Logical Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_ACCEPTED

CBF_CALLBACK_ACCEPTED Callback Details Report
Accepted Immediate The total number of times that IMMEDIATE callback was accepted by a customer. Callback All Logical Disposition Number No Sum AG2_CALLBACK_*

.ACCEPTED_IMMEDIATE

CB_ACCEPTED_IMMEDIATE Callback Summary Report
Accepted Scheduled The total number of times that SCHEDULED callback was accepted by a customer. Callback All Logical Disposition Number No Sum AG2_CALLBACK_*

.ACCEPTED_SCHEDULED

CB_ACCEPTED_SCHEDULED Callback Summary Report
Accepted Wait for Agent The total number of times that WAIT FOR AGENT callback was accepted by a customer. Callback All Logical Disposition Number No Sum AG2_CALLBACK_*

.ACCEPTED_WAIT_FOR_AGENT

CB_ACCEPTED_WAIT_FOR_AGENT Callback Summary Report
Added Agent Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes) Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.AGENT_ADDED_TO_IXN

CBF_AGENT_ADDED_TO_IXN Callback Details Report
Added Agents The total number of times agents were successfully added to a callback call. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.AGENT_ADDED_TO_IXN

CB_AGENT_ADDED_TO_IXN Callback Summary Report
Attempt 1 The total number of callback connections that were successfully completed on the first callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT1

CB_CONNECTED_ATTEMPT1 Callback Summary Report
Attempt 2 The total number of callback connections that were successfully completed on the second callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT2

CB_CONNECTED_ATTEMPT2 Callback Summary Report
Attempt 3 The total number of callback connections that were successfully completed on the third callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT3

CB_CONNECTED_ATTEMPT3 Callback Summary Report
Attempt 4 The total number of callback connections that were successfully completed on the fourth callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT4

CB_CONNECTED_ATTEMPT4 Callback Summary Report
Attempted The total number of callback attempts, including the one that succeeded. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_ATTEMPTED

CB_CALLBACK_ATTEMPTED Callback Summary Report
Avg Added Agents The average score measuring how often agents were successfully added to a callback call. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Callbacks and Added Agents measures. CB_AGENT_ADDED_TO_IXN_AVG Callback Summary Report
Avg Offer Time The average amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Callbacks and Offer Time measures. CB_CALLBACK_OFFER_TIME_AVG Callback Summary Report
Avg Saved Time The average number of minutes of call time that were saved because of callback. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Saved Time and Successful measures. CB_SAVED_TIME_AVG Callback Summary Report
Avg Time To Abandon Waiting For Agent After successful callback, the average amount of time customers spent waiting for agents before abandoning the call. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Time To Abandon Waiting For Agent and Abandon Waiting For Agent measures. CB_ABANDONED_WAITING_TIME_AVG Callback Summary Report
Avg Time To Wait For Agent After a successful callback, the average amount of time a customer spent waiting for an agent. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Customer Connected and Time To Wait For Agent measures. CB_CONN_WAITING_AGENT_TIME_AVG Callback Summary Report
Callback Accepted Timestamp The time when the customer accepted callback during the session. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CALLBACK_ACCEPTED_TS_TIME

CBF_CALLBACK_ACCEPTED_TS Callback Details Report
Callback/Callback Attempts The number of times the system attempted to call the customer back. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_ATTEMPTS

CB_CALLBACK_ATTEMPTS Callback Summary Report
Callback Detail/Callback Attempts The number of times the system attempted to call the customer back. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_ATTEMPTS

CBF_CALLBACK_ATTEMPTS Callback Details Report
Callback Offer Time The amount of time that elapsed between the instant when a callback was offered to the customer, and the instant when the customer accepted or declined the offer. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_OFFER_TIME

CBF_CALLBACK_OFFER_TIME Callback Details Report
Callback Offered Timestamp The time when the customer was first offered callback during the session. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CALLBACK_OFFERED_TS_TIME

CBF_CALLBACK_OFFERED_TS Callback Details Report
Callback Offers per Session The number of times callback was offered, per single interaction. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_OFFERS_PER_SESSION

CBF_CALLBACK_OFFERS_PER_SESSION Callback Details Report
Callbacks The total number of callback calls processed. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACKS

CB_CALLBACKS Callback Summary Report
Canceled The total number of callback attempts that were canceled, either by the customer or by the contact center. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_CANCELLED

CB_CALLBACK_CANCELLED Callback Summary Report
Connect Waiting Time The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CONN_WAITING_AGENT_TIME

CBF_CONN_WAITING_AGENT_TIME Callback Details Report
Customer Connected The total number of times a customer was connected after callback dialout, including instances where no agent was connected. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_CONNECTED

CB_CALLBACK_CONNECTED Callback Summary Report
Customer Connected Timestamp The time when the customer started waiting to be connected to an agent. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CUSTOMER_CONNECTED_TS_TIME

CBF_CUSTOMER_CONNECTED_TS Callback Details Report
Customer Phone Number The phone number provided by the customer for callback.

This number is used to dial out (CUSTOMER_TERMINATED scenario) or used to execute match by ANI (CUSTOMER_ORIGINATED scenario).

Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CUSTOMER_PHONE_NUMBER

CBF_CUSTOMER_NUMBER Callback Details Report
Customer Ready To Start Timestamp The time when the customer was ready to start media interaction for CUSTOMER_ORIGINATED scenarios.

This value is typically set when the application sends a request for an access number to dial and access code for match function.

Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CUSTOMER_READY_TO_START_IXN_TS_TIME

CBF_CUSTOMER_READY_TO_START_IXN_TS Callback Details Report
Declined The total number of customer callback offers that were declined by the customer. Callback Voice, Chat Logical Disposition Number No Sum Refer to the Offered and Accepted Callback measures. CB_CALLBACK_DECLINED Callback Summary Report
Deferred The total number of customer interactions that entered or began within the contact center, and where the customer accepted a callback offer. Business Attribute\BA Customer Voice, Chat Logical Disposition Number No Sum AG2_ID_[*].DEFERRED T_DEFERRED N/A
Desired Time The callback time that was promised to the customer when callback was scheduled.

For ASAP callback, this value equals Callback Accepted Timestamp.

Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.DESIRED_TIME

CBF_DESIRED_TIME_TS Callback Details Report
Callback/Establish Time The amount of time required to establish the outbound call. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.ESTABLISH_MEDIA_IXN_TIME

CB_ESTABLISH_MEDIA_IXN_TIME Callback Summary Report
Callback Detail/Establish Time The amount of time required to establish the outbound call. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.ESTABLISH_MEDIA_IXN_TIME

CBF_ESTABLISH_MEDIA_IXN_TIME Callback Details Report
Callback/Expected Wait Time The expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.EWT_READY_TO_START_IXN

CB_EWT_READY_TO_START_IXN Callback Summary Report
Callback Detail/Expected Wait Time The expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.EWT_READY_TO_START_IXN

CBF_EWT_READY_TO_START_IXN Callback Details Report
Callback/Expected Wait Time when Offered At the time callback is offered, the expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Voice, Chat N/A Disposition Number No Sum CALLBACK_FACT_GI2

.EWT_WHEN_OFFERED

CB_EWT_WHEN_OFFERED Callback Summary Report
Callback Detail/Expected Wait Time when Offered The expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Detail Voice, Chat N/A Detail Number No Sum AG2_CALLBACK_[*]

.EWT_WHEN_OFFERED

CBF_EWT_WHEN_OFFERED Callback Details Report
Failed Transfers before Agent is connected The total number of unsuccessful attempts to transfer a caller from the queue to an agent, where the transfer eventually succeeded. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.XFER_TO_AGENT_FAIL_CONN

CB_XFER_TO_AGENT_FAIL_CONN Callback Summary Report
Failed Transfers to Agent The number of unsuccessful attempts to transfer a caller from the queue to an agent which did not eventually result in a successful transfer. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.XFER_TO_AGENT_FAIL_NOCONN

CB_XFER_TO_AGENT_FAIL_NOCONN Callback Summary Report
Final Whether the Callback Record ID is final. (0=additional callback attempts will be processed, 1=no more dial attempts will be processed). Callback Detail Voice, Chat N/A Detail Number No None CALLBACK_FACT_GI2

.FINAL_RECORD

CBF_FINAL_RECORD Callback Details Report
Last Callback Offer Time The duration (in seconds) of the last callback offered to a customer during the session. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.LAST_CALLBACK_OFFER_TIME

CBF_LAST_CALLBACK_OFFER_TIME Callback Details Report
Last Callback Offered Timestamp The date and time of the last callback offered to a customer during the session. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.LAST_CALLBACK_OFFERED_TS_TIME

CBF_LAST_CALLBACK_OFFERED_TS Callback Details Report
Max Connect Waiting Time The maximum amount of time that elapsed between when the customer connected to the callback call and when an agent was connected. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.CONN_WAITING_AGENT_TIME_MAX

CB_CONN_WAITING_AGENT_TIME_MAX Callback Summary Report
Max Establish Time The maximum amount of time, in seconds, required to establish an outbound call. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.ESTABLISH_MEDIA_IXN_TIME_MAX

CB_ESTABLISH_MEDIA_IXN_TIME_MAX Callback Summary Report
Max Expected Wait Time The largest recorded Expected Wait Time of any callback session, in seconds. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.EWT_READY_TO_START_IXN_MAX

CB_EWT_READY_TO_START_IXN_MAX Callback Summary Report
Max Expected Wait Time when Offered The largest Expected Wait Time of any callback session, in seconds, recorded at the instant when the callback was offered. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.EWT_WHEN_OFFERED_MAX

CB_EWT_WHEN_OFFERED_MAX Callback Summary Report
Max Offer Time The largest recorded amount of time that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.CALLBACK_OFFER_TIME_MAX

CB_CALLBACK_OFFER_TIME_MAX Callback Summary Report
Max Offline Waiting Time The maximum amount of time, in seconds, that any customer waited offline for an agent to become available. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.WAIT_AGENT_OFFLINE_TIME_MAX

CB_WAIT_AGENT_OFFLINE_TIME_MAX Callback Summary Report
Max Position in Queue The maximum position any customer had in the queue when the contact center was ready to begin the callback outbound dial attempt. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.POS_READY_TO_START_IXN_MAX

CB_POS_READY_TO_START_IXN_MAX Callback Summary Report
Max Position in Queue when Offered The maximum position any customer had in the queue when callback was offered. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.POS_WHEN_OFFERED_MAX

CB_POS_WHEN_OFFERED_MAX Callback Summary Report
Max Saved Time The maximum number of minutes of call time that were saved because of callback. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.SAVED_TIME

CB_SAVED_TIME_MAX Callback Summary Report
Max Time To Abandon Waiting For Agent After a successful callback, the maximum amount of time any customer spent waiting before abandoning the call. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.ABANDONED_WAITING_TIME_MAX

CB_ABANDONED_WAITING_TIME_MAX Callback Summary Report
Max Time To Wait For Agent After a successful callback, the maximum amount of time any customer spent waiting for an agent. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.CONN_WAITING_AGENT_TIME_MAX

CB_CONN_WAITING_AGENT_TIME_MAX Callback Summary Report
Min Expected Wait Time when Offered The smallest Expected Wait Time of any callback session, in seconds, recorded at the instant when a callback was offered. Callback Voice, Chat N/A Disposition Number No Min AG2_CALLBACK_[*]

.EWT_WHEN_OFFERED_MIN

CB_EWT_WHEN_OFFERED_MIN Callback Summary Report
Min Position in Queue when Offered The minimum position any customer had in the queue when callback was offered. Callback Voice, Chat N/A Disposition Number No Min AG2_CALLBACK_[*]

.POS_WHEN_OFFERED_MIN

CB_POS_WHEN_OFFERED_MIN Callback Summary Report
Min Saved Time This measure, which is hidden from report designers and viewers, is used for internal computations. Callback All N/A N/A Number No Min min(AG2_CALLBACK_[*]

.SAVED_TIME)

CB_SAVED_TIME_MIN Callback Summary Report
Offer Time The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_OFFER_TIME

CB_CALLBACK_OFFER_TIME Callback Summary Report
Callback/Offered The total number of times that callback was offered to a customer. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_OFFERED

CB_CALLBACK_OFFERED Callback Summary Report
Callback Detail/Offered Indicates whether callback was offered to the customer. (0=no, 1=yes) Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_OFFERED

CBF_CALLBACK_OFFERED Callback Details Report
Offline Waiting Time The total amount of time, during the reporting interval, that customers waited offline for an agent to become available.} Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.WAIT_AGENT_OFFLINE_TIME

CB_WAIT_AGENT_OFFLINE_TIME Callback Summary Report
Callback Detail/Offline Waiting Time The amount of time, in seconds, the customer waited offline for an agent to become available. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.WAIT_AGENT_OFFLINE_TIME

CBF_WAIT_AGENT_OFFLINE_TIME Callback Details Report
Callback/Position in Queue The customer's position in the queue when the callback outbound dial attempt was ready to begin. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.POS_READY_TO_START_IXN

CB_POS_READY_TO_START_IXN Callback Summary Report
Callback Detail/Position in Queue The customer's position in the queue when the callback outbound dial attempt was ready to begin. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.POS_READY_TO_START_IXN

CBF_POS_READY_TO_START_IXN Callback Details Report
Callback/Position in Queue when Offered The customer’s position in the queue when callback was offered. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.POS_WHEN_OFFERED

CB_POS_WHEN_OFFERED Callback Summary Report
Callback Detail/Position in Queue when Offered The customer’s position in the queue when callback was offered. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.POS_WHEN_OFFERED

CBF_POS_WHEN_OFFERED Callback Details Report
Push Delivery Confirmed Timestamp The time when the application confirmed that push notification was received. This is used for CUSTOMER_ORIGINATED scenarios. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.PUSH_DELIVERY_CONFIRMED_TS_TIME

CBF_PUSH_DELIVERY_CONFIRMED_TS Callback Details Report
Ready to Start Timestamp Either:
  • The time when the contact center was ready to start the outbound dial attempt for CUSTOMER_TERMINATED scenarios, or
  • The time when the contact center sent push notification to the user device in CUSTOMER_ORIGINATED scenarios.
Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.READY_START_MEDIA_IXN_TS_TIME

CBF_READY_START_MEDIA_IXN_TS Callback Details Report
Callback/Requested Agent Assistance The total number of callback calls wherein the customer requested agent assistance. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.IXN_REQ_AGENT

CB_IXN_REQ_AGENT Callback Summary Report
Callback Detail/Requested Agent Assistance The number of callbacks that were offered to customers who had requested agent assistance. (0=no, 1=yes) Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.IXN_REQ_AGENT

CBF_IXN_REQ_AGENT Callback Details Report
Saved Time The total number of minutes of call time that were saved because of callback. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.SAVED_TIME

CB_SAVED_TIME Callback Summary Report
Service ID Original SCXML/GMS session ID. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.SERVICE_ID

CBF_SERVICE_ID Callback Details Report
Service Start Timestamp The date and time (UTC) when the Callback service started. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.SERVICE_START_TS_TIME

CBF_SERVICE_START_TS Callback Details Report
Callback/Start Date Time Key This hidden measure is reserved for internal use to employ a key for a particular date and time from the AG2_CALLBACK_* hierarchy. Callback All N/A N/A Number No None AG2_CALLBACK_[*]

.DATE_TIME_KEY

CB_DATE_TIME_KEY None
Callback Detail/Start Date Time Key This hidden measure is reserved for internal use to employ a key for a particular date and time from the CALLBACK_FACT_GI2.* hierarchy. Callback Detail All N/A N/A Number No None CALLBACK_FACT_GI2

.START_DATE_TIME_KEY

CBF_START_DATE_TIME_KEY None
Successful The total number of callbacks that successfully connected the customer with an agent. Callback Voice, Chat Base Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_RETURNED

CB_CALLBACK_SUCCESSFUL Callback Summary Report
Time To Abandon Waiting For Agent After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call. Callback Voice, Chat Base Disposition Number No Sum AG2_CALLBACK_[*]

.ABANDONED_WAITING_TIME

CB_ABANDONED_WAITING_TIME Callback Summary Report
Time To Wait For Agent After successful callbacks, the total amount of time all customers spent waiting for an agent. Callback Voice, Chat Base Disposition Number No Sum AG2_CALLBACK_[*]

.CONN_WAITING_AGENT_TIME

CB_CONN_WAITING_AGENT_TIME Callback Summary Report
Callback/Timeout Waiting The total number of times that a customer was disconnected because the max timeout limit was reached. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.TIMEOUT_WAITING

CB_TIMEOUT_WAITING Callback Summary Report
Callback Detail/Timeout Waiting The number of times that a customer was disconnected because the max timeout limit was reached. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.TIMEOUT_WAITING

CBF_TIMEOUT_WAITING Callback Details Report
Transfer Failed The number of failed attempts to transfer the callback interaction to the agent. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.XFER_TO_AGENT_FAILED

CBF_XFER_TO_AGENT_FAILED Callback Details Report

Predictive Routing

Genesys Predictive Routing draws on accumulated agent and interaction data, enabling you to analyze omnichannel interactions and outcomes and generate models to predict outcomes. From this analysis, combined with machine learning, you can determine the best possible match between waiting interactions and available agents, and then route the interactions accordingly.

Starting with release 8.5.0, GI2 provides reports to help you understand the overall effectiveness of predictive routing by analyzing how predicted outcomes match up to actual outcomes. GI2 provides 5 new reports, assorted new classes, dimensions, conditions, Lists of Values (lov), and more than 50 new measures.

For information about:

Five reports and a workspace/dashboard are added to support Predictive Routing:

The Predictive Routing A/B Testing Report

Predictive Routing A/B Testing Report

Use the Predictive Routing A/B Testing Report to compare results for predictive models and predictors based on time-sliced A/B testing. This report includes a First Contact Resolution Rate calculation, which allows you to quickly see how often customer concerns were resolved on the first attempt, and allows you to contrast interactions that were processed when Predictive Routing was switched ON compared to when it was OFF. The report also profiles response time, engage time, wrap time, and other relevant Key Performance Indicators (KPI).

This report presents data on one tab:

  • Main

To get a better idea of what this report looks like, view sample output from the report:
Sample_Predictive Routing_ABTesting_Report.pdf

The following table explain the prompts you can select when you generate the Predictive Routing A/B Testing Report.

Prompt Description
Prompts in the Predictive Routing A/B Testing Report
Pre-set Date Filter Choose a date from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Date Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None.
End Date Choose the day and time at which to stop collecting data into the report.
Media Type Select one or more media types for which to gather data into the report. Default: ALL
Predictor Select one or more predictors for which to gather data into the report. Default: ALL
Model Select one or more models for which to gather data into the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Dimension Description
Dimensions in the Predictive Routing A/B Testing Report
Tenant Enables the organization of data by tenant.
Media Type Enables the organization of data by media type.
Day Enables the organization of data by the day/date on which the interaction occurred.
Predictor Switch Enables the organization of data by whether predictive routing is ON or OFF.
Predictor Enables the organization of data by the identifier for the predictor that was used to request scoring for predictive routing.
Model Enables the organization of data by the identifier for the model that was used to calculate agent scores for predictive routing.
Measure Description
Measures in the Predictive Routing A/B Testing Report
Offered The total number of customer interactions that entered or began within the contact center during the reporting interval, and were offered to a resource, excluding interactions that were abandoned within the short-abandoned threshold.
Accepted The total number that customer interactions and warm consultations that were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert) within the reporting interval.
Avg Handle Time The average amount of time (HH:MM:SS), within the reporting interval, that this agent spent handling interactions that the agent received. Computed as handle time divided by the sum of accepted interactions and received consultations.
First Contact Resolution Result First Contact Resolution (FCR) measures whether issues were resolved during the first customer attempt. A value of NO indicates that the customer raised the same issue again within 7 days.

The logic for calculating FCR is as follows:

  • Retrieve interaction data from the INTERACTION_FACT table for 7 and 35 days leveraging the START_DATE_TIME_KEY column.
  • Group the interactions based on the value of CUSTOMER_ID and SERVICE_TYPE user data for each interaction.
  • If the number of interactions within the reporting interval for a given CUSTOMER_ID and SERVICE_TYPE combination is more than 1, then FCR=NO
  •  The FCR for each interaction is stored in a separate table with the following columns: CUSTOMER_ID, SERVICE_TYPE, EMPLOYEE_ID (from RESOURCE_), and FCR_IND.
Avg Accept Time The average amount of time (HH:MM:SS), that customer interactions were queued and/or alerting or ringing before the interactions were accepted, answered, or pulled by the first-handling resource.
Avg Wrap Time The average amount of time (HH:MM:SS), within the reporting interval, that this agent spent on customer interactions while in ACW (Wrap) state.
Avg Engage Time The average amount of time (HH:MM:SS), within the reporting interval, that this agent was engaged with customers on interactions.
Avg Hold Time The average number of seconds, within the reporting interval, that customers spent on hold for interactions. This measure is attributed to the interval in which the interactions were accepted by a resource.
Transfer Rate The percentage of interactions that were transferred. Calculated as the total number of transferred interactions divided by the total number of interactions.

The Predictive Routing Agent Occupancy Report

Predictive Routing Agent Occupancy Report

Use the Predictive Routing Agent Occupancy Report to assess the percentage of time agents were occupied, as opposed to idle time, and to contrast situations where Genesys Predictive Routing was active against situations where it was not. The report also allows you to view the volume of interactions Offered and Accepted, and to compare various Predictors and Models.

This report organizes data in two tabs:

  • Active Time & Predictive
  • Interaction Time

To get a better idea of what this report looks like, view sample output from the report:
Sample_Predictive Routing_Agent_Occupancy_Report.pdf

The following table explain the prompts you can select when you generate the Predictive Routing Agent Occupancy Report.

Prompt Description
Prompts in the Predictive Routing Agent Occupancy Report
Pre-set Day Filter Choose a day from the list of preset options. If this prompt is set to anything other than none, the Report Date prompt is ignored.
Report Date Choose a day from the list of preset options. This prompt has not effect if Pre-set Day Filter is set to anything other than none.
From Hour Choose the first hour for which to gather data into the report. Default: 0
To Hour Choose the last hour for which to gather data into the report. Default: 24
Agent Group Select one or more agent groups from which to gather data into the report. Default: ALL
Agent Select one or more agents from which to gather data into the report. Default: ALL
Media Type Select one or more media types for which to gather data into the report. Default: ALL
Interaction Type Select one or more interactions types for which to gather data into the report. Default: ALL
Predictor Select one or more predictors to include in the report. Default: ALL
Model Select one or more prediction models to include in the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Dimension Description
Dimensions in the Predictive Routing Agent Occupancy Report
Tenant Enables the organization of data by tenant.
Media Type Enables the organization of data by media type.
Agent Name Enables the organization of data by the name of the agent who handled the call.
Hour Enables the organization of data by the hour of the day in which the interaction occurred.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.
Predictor Enables the organization of data by the identifier for the predictor that was used to request scoring for predictive routing.
Model Enables the organization of data by the identifier for the model that was used to score the agent for predictive routing.
Measure Description
Measures in the Predictive Routing Agent Occupancy Report
Active Time & Predictive Tab
Offered The total number of interactions that entered this queue and were subsequently offered to a resource within the reporting interval.
Accepted The total number of times, within the reporting interval, that customer interactions and warm consultations were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert).
% Occupancy The percentage of time within the reporting interval that this agent’s state was Busy, relative to the total duration within the interval of the agent’s active session on a particular media channel.

This metric reflects the percentage of time that agents actually spent handling interactions against their available or idle time. This metric is computed as active time minus ready and not-ready time divided by the difference of active and not-ready time.

Active Time The total amount of time (HH:MM:SS) attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel.
Avg Agent Score The sum of all Agent Scores (gpmAgentScore), divided by the total number of interactions where GPR was active.
Interaction Time Tab
Active Time The total amount of time (HH:MM:SS) attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel.
Ready Time The total amount of time (HH:MM:SS) that this agent was in the Ready state for a particular media type.
Not Ready Time The total amount of time (HH:MM:SS) within the interval that this agent was in the NotReady state for a particular media channel.
Busy Time The total duration (HH:MM:SS) of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work (ACW).
Wrap Time The total amount of time (HH:MM:SS) within the interval that this agent spent in ACW.
Other State Time The total amount of time (HH:MM:SS) that the state of this agent was neither Ready nor NotReady after login to a particular media channel.
% Ready Time The percentage of time within the interval that this agent’s state was in the Ready state.
% Not Ready Time The percentage of time within the interval that this agent’s state was in the NotReady state.
% Busy Time The percentage of time spent by agent on interaction processing activities during a day (login-logout).
% Wrap Time The percentage of time that this agent spent in ACW
% Other State Time The percentage of the agent's time spent in a state other than those listed in the report.

The Predictive Routing Detail Report

Predictive Routing Detail Report

Use the Predictive Routing Detail Report to view detailed interaction-level data about how Genesys Predictive Routing (GPR) is used in your contact center, and to understand how it impacts Key Performance Indicators (KPI), including detailed metrics that profile agent scoring, and allow you to compare different models or predictors.

Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest range that satisfy your report criteria. The default date selections span one day. You can also limit the data that is retrieved, and thereby improve report performance, by specifying agent and queue prompts.

Unlike prompt behavior in other reports, the time component of the Start and End Time prompts is active.

For multiple-switch environments that share the same queue names across switches, you can customize this report to recognize a particular switch-queue combination (instead of the queue alone) to retrieve the desired results.

For Oracle RDBMSs, the Handling Attempt Hint dimension must be listed first on the query panel in order for the instructions of optimization to be processed.

This report presents data on one tab:

  • Main

To get a better idea of what this report looks like, view sample output from the report:
Sample_Predictive Routing Detail Report.pdf

The following tables explain the objects that make up the Predictive Routing Detail Report, including prompts you can select when you generate the report.

Prompt Description
Prompts in the Predictive Routing Detail Report
Preset Day Filter From the list of preset options, choose the day on which to report.
Start Time Choose the day and time from which to begin collecting data into the report (the report shows no more than one day at a time).
End Time Choose the day and time at which to stop collecting data into the report (the report shows no more than one day at a time).
Target Agent Group Choose the Agent group on which to report.
Target Agent Choose individual agents on which to report.
Last Queue This dimension enables the organization of data based on the name of the last queue in which the interaction traveled before it was

handled. This dimension excludes virtual queues.

Customer ID This dimension enables the organization of data based on the customer ID as it appears in an external CRM application. This value enables Genesys Info Mart tables to be joined to external data-mart tables and is referenced by the user-defined GIM key that has an ID of 10053. Refer to the Genesys Info Mart 8.0 Deployment Guide for information about GIM attached data key assignments.
From Enables the organization of data by the source address of the interaction. For voice, the source address is the interaction’s automatic number identification (ANI). For e-mail, the source address is the customer's e-mail address. For chat, the source address is empty.
To Enables the organization of data by the target address of the interaction. For voice, the target address is the interaction’s dialed number identification service (DNIS). For e-mail, the target address is a contact center email address. For chat, the target address is empty.
Business Result Enables the organization of data by business result.
Customer Segment Enables the organization of data by customer segment.
Service Type Enables the organization of data by service type.
Service Subtype Enables the organization of data by service subtype.
Media Type Enables the organization of data by media type.
Interaction Type Enables the organization of data by interaction type.
Predictor Enables the organization of data by the identifier for the predictor that was used to request scoring for predictive routing.
Model Enables the organization of data by the identifier for the model that was used to score the agent for predictive routing.
Tenant Enables the organization of data by tenant name.
Interaction ID Enables the organization of data based on the identifiers associated with interactions.
Dimension Description
Dimensions in the Predictive Routing Detail Report
Tenant Enables the organization of data based on the specific tenant or business unit for a customer deployment.
Media Type Enables the organization of data based on the media type of the interaction—for example, VOICE, EMAIL, and CHAT.
Interaction ID Enables the organization of data based on the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_FACT table. For voice interactions, the Interaction ID is the call’s connection ID, which is assigned by the telephony server. This ID remains unchanged for as long as the telephony server processes the interaction. For multimedia interactions originating from an Interaction Server, this value is the assigned Interaction ID.
Start Timestamp Enables the organization of data based on the moment when the interaction entered the contact center.
End Timestamp Enables the organization of data based on the moment when the interaction ended.
Duration Enables the organization of data based on the difference of the start and end timestamps of the interaction.
From Enables the organization of data based on the source address of the interaction. For voice, the source address is the interaction’s automatic number identification (ANI). For e-mail, the source address is the customer's e-mail address. For chat, the source address is empty.
To Enables the organization of data based on the target address of the interaction. For voice, the target address is the interaction’s dialed number identification service (DNIS). For e-mail, the target address is a contact center email address. For chat, the target address is empty.
GUID Enables the organization of data based on the globally unique identifier of the interaction as reported by the interaction media server. This identifier may not be unique. In the case of T-Server voice interactions, the GUID is the Call UUID. In the case of Multimedia, the GUID is the Interaction ID from Interaction Server.
Interaction/Handling Attempt ID Enables the organization of data based on the primary key of the INTERACTION_RESOURCE_FACT table.
Interaction/Type Enables the organization of data based on the interaction’s type—for example, Inbound, Outbound, and Internal.
Customer ID The customer ID as it appears in an external CRM application. This value enables Genesys Info Mart tables to be joined to external data-mart tables and is referenced by the user-defined Genesys Info Mart key that has an ID of 10053. Refer to the Genesys Info Mart Deployment Guide for information about Genesys Info Mart attached data key assignments.

The Customer ID dimension in the Flow class references a field in a derived table whose values are sourced, in part, from the listed Info Mart table.

Timestamp/Start Enables the organization of data based on the moment when the strategy started processing the interaction.
Timestamp/End Enables the organization of data based on the moment when the completed processing the interaction.
Business Attributes/Service Type Enables the organization of data based on the type of service that was assigned to the interaction.
Business Attributes/Service Subtype Enables the organization of data based on the detailed type of service that the customer requested.
Business Attributes/Customer Segment Enables the organization of data based on the configured customer segment.
Business Attributes/Business Result Enables the organization of data based on the configured business result.
Skill Combination Requested Enables the organization of data based on the Skill Combination requested by the interaction.
Routing Target Enables the organization of data based on the name of the agent group, place group, or skill expression that served as the target of the routing strategy.
Last Queue Enables data within the reporting interval to be organized based on the type of queue, such as ACDQueue, InteractionQueue, or InteractionWorkBin.

Adding this Last Queue to a report can have a significant impact on performance.

Last VQueue Enables the organization of data based on the name of the last virtual queue in which the interaction traveled before it was handled.
Technical Result/Name Enables the organization of data based on its disposition—its technical result and other aspects of the technical result—for example, Abandoned, Completed, Diverted, Pulled, and Transferred.
Technical Result/Reason Enables the organization of data based on the reason for the technical result—for example, Abandoned-WhileRinging, AnsweredByAgent, and RouteOnNoAnswer.
Handling Resource Enables the organization of data based on the name of the queue, virtual queue, workbin, Interaction queue, IVR port, or agent.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.
Status Enables the organization of data by whether an interaction was processed by GPR under the 'Agent-Surplus' or 'Interaction Surplus' regime, when running in A/B Testing interleaved mode.
Model ID Enables the organization of data based on the identifier for the model that was used to score the agent for predictive routing.
Model Enables the organization of data based on the name of the model that was used to score the agent for predictive routing.
Predictor ID Enables the organization of data based on the identifier for the predictor that was used to request scoring for predictive routing.
Predictor Enables the organization of data based on the name of the predictor that was used to request scoring for predictive routing.
Mode Enables the organization of data based on the value of gpm-mode, which indicates the current mode of operation of GPR. Value is one of: prod, off, gpm-discovery, ab-test-time-sliced, or unknown.
Result Enables the organization of data by whether the predictive routing request was processed successfully. The value is either error or OK.
Customer Data Found Enables the organization of data by whether features from customer records were successfully retrieved from CRM database and used in the calculation of agent scores.
Measure Description
Measures in the Predictive Routing Detail Report
Agent Score Predictive routing score for the agent that handled the interaction.
Global Score The average predictive routing score for all agents in the target group.
Median Score The median predictive routing score for the target group of agents.
Max Score The highest predictive routing score for any agent in the target group.
Min Score The lowest predictive routing score for any agent in the target group.
Agent Rank 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.
Target Pool Size The number of available agents with the requested skill set.
Predictive Routing/Message If an error occurs while returning scoring results, this field contains the error message. The value is NULL if no error is returned, or an integer between 1 and 10 to identify the error as one of the following strings:
1 ok
2 Authentication to scoring engine failed
3 Scoring request failed
4 Agent list is empty
5 URS overload, ixn skipped
6 Predictor not found
7 Failed to build scoring request
8 SetIdealAgent or SetReadyContdition execution error
9 Interaction log not found in global map
10 Unknown error
Turnaround Time Amount of time the interaction spent in queue while waiting for predictive routing scoring to be completed.
Transfer Initiated Agent The total number of times that agents transferred customer interactions that were routed using Predictive Routing.
Abandoned Waiting 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
Abandoned Waiting Time The total amount of time, in seconds, 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 within the short-abandoned threshold.
Response Time The time that elapsed (HH:MM:SS) 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 measure 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.
Customer Handle Time The sum of the Customer Engage Time, Customer Hold Time, and Customer Wrap Time metrics report.
Customer Engage Time The amount of time (HH:MM:SS) that the agent processed a customer-related interaction at this resource during an interaction handling attempt. This measure 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.

Customer Hold Time The amount of time (HH:MM:SS) that the agent had the customer on hold. This measure excludes hold durations that are associated with initiated or received consultations but includes hold duration of conferenced interactions.
Customer Alert Time For voice interactions, the amount of time (HH:MM:SS) that the interaction was ringing at the resource during a voice handling attempt while a customer was present.

For multimedia interactions, the amount of time (HH:MM:SS) that the customer-related interaction was alerting at the resource during an interaction handling attempt. For email interactions, this measure includes agent's handling of an inbound email from a customer or an internal email from another agent, or handling a reply email back to the customer. This measure excludes handling a collaboration, whether on the initiating or receiving side.

Customer Dial Time The amount of time (HH:MM:SS) 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.
Customer Wrap Time The amount of time (HH:MM:SS) 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.
Queue Time The sum of the durations (HH:MM:SS) that interactions spent at ACD queue resources prior to arrival at the IRF resource. This duration excludes abandoned-while-queued interactions.
Total Duration The total duration (HH:MM:SS) 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 measure excludes alert duration, received consultations, and received collaborations.

The Predictive Routing Operational Report

Predictive Routing Operational Report

Use the Predictive Routing Operational Report to track key Genesys Predictive Routing (GPR) operational statistics, including the number of interactions Offered and Accepted, and measures that indicate how long interactions waited to be scored, and how long they waited in queue.

This report organizes data on the following tabs:

  • Main

To get a better idea of what this report looks like, view sample output from the report:
Sample_Predictive_Routing_Operational_Report.pdf

The following table explain the prompts you can select when you generate the Predictive Routing Operational Report.

Prompt Description
Prompts in the Predictive Routing Operational Report
Pre-set Date Filter Choose a day from the list of preset options. This prompt overrides the Start Date and End Date values.
Start Date Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None.
End Date Choose the day and time at which to stop collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None.
Media Type Select one or more media types to include in the report. Default: ALL
Predictor Select one or more predictors to include in the report. Default: ALL
Model Select one or more models to include in the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Dimension Description
Dimensions in the Predictive Routing Operational Report
Tenant Enables the organization of data based on the specific tenant or business unit for a customer deployment.
Media Type Enables the organization of data based on the media type of the interaction—for example, VOICE, EMAIL, and CHAT.
Day Enables the organization of data based on the day/date on which the interaction occurred.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.
Predictor Enables the organization of data based on the identifier for the predictor that was used to request scoring for predictive routing.
Model This dimension enables the organization of data based on the identifier for the model that was used to calculate agent scores for predictive routing.
Measure Description
Measures in the Predictive Routing Operational Report
Offered Total number of call that were offered.
Accepted Total number of call that were accepted.
Avg Agent Score The average score, calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions.
Turnaround Time Average amount of time that interactions waited for predictive routing scoring to be completed. This calculation considers all calls, within the reporting period, that used a given Predictor and Model.
% Error Percentage of active interactions that received a predictive routing error score.
Avg Accept Time The average amount of time (HH:MM:SS) that customers waited before their interactions—distributed from this queue—were accepted by a handling resource.

The Predictive Routing Queue Statistics Report

Predictive Routing Queue Statistics Report

Use the Predictive Routing Queue Statistics Report to track KPIs for each Queue when Genesys Predictive Routing (GPR) is used to optimize routing. The report allows you to monitor overall interaction-processing performance of queues, including contrasting, for each Model and Predictor, the number of Offered and Accepted interactions, Accept, Handle, and Engage Time, as well as abandoned and service level measures.

This report organizes data on the following tabs:

  • Main

To get a better idea of what this report looks like, view sample output from the report:
Sample_Predictive Routing_Queue_Statistics_Report.pdf

The following table explain the prompts you can select when you generate the Predictive Routing Queue Statistics Report.

Prompt Description
Prompts in the Predictive Routing Queue Statistics Report
Pre-set Date Filter Choose a date from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Date Choose the date from which to begin collecting data into the report. This prompt has no effect if Pre-set Date Filter is set to anything except None.
End Date Choose the date at which to stop collecting data into the report.
Queue Select one or more queues from which to gather data into the report. Default: ALL
Media Type Select one or more media types to include in the report. Default: ALL
Predictor Select one or more predictors to include in the report. Default: ALL
Model Select one or more models to include in the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Dimension Description
Dimensions in the Predictive Routing Queue Statistics Report
Tenant Enables the organization of data based on the specific tenant or business unit for a customer deployment.
Media Type Enables the organization of data based on the media type of the interaction—for example, VOICE, EMAIL, and CHAT.
Queue Enables the organization of data based on the name of the ACD queue, virtual queue, interaction queue, or workbin.
Day Enables the organization of data based on the day/date on which the interaction occurred.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.
Predictor Enables the organization of data based on the identifier for the predictor that was used to request scoring for predictive routing. (PREDICTOR ID-PREDICTOR NAME)
Model This dimension enables the organization of data based on the identifier for the model that was used to calculate agent scores for predictive routing. (MODEL ID - MODEL DESC)
Measure Description
Measures in the Predictive Routing Queue Statistics Report
Offered The total number of interactions that entered this queue and were subsequently offered to a resource
Accepted The total number of times that customer interactions and warm consultations that were distributed from this queue, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert).
Avg Handle Time The average amount of time (HH:MM:SS) that agents spent handling customer interactions or warm consultations that were distributed or pulled from this queue.
Avg Engage Time For customer interactions that were distributed or pulled from this queue, the average amount of time (HH:MM:SS) that agents were engaged with customers.
Avg Agent Score Calculated as the sum of all Agent Scores (gpmAgentScore), divided by the total number of interactions that were distributed from this queue, where GPR was active.
Avg Accept Time The average amount of time (HH:MM:SS) that customers waited before their interactions—distributed from this queue—were accepted by a handling resource.
% Abandoned Waiting The percentage of customer interactions that both entered this queue and were subsequently abandoned before the interactions could be distributed, relative to the total number of interactions that entered this queue.
% Accept Service Level The service level of this queue measured as a percentage of interactions that entered this queue and were accepted within the acceptance threshold, relative to all interactions that entered this queue and were offered to a resource.

The PR Performance Dashboard

The PR Performance Dashboard provides visual summary reports that you can use to evaluate the impact on contact center efficiency of enabling Genesys Predictive Routing (GPR). The dashboard organizes data on the following tabs:

  • The AHT tab provides comparisons of handle time and breakdowns of interaction volume and average handle time by day.
  • The Agent Utilization tab provides graphical summaries of the percentage of time that agents were busy or ready when GPR was active, and shows the percentage of interactions that encountered an error during predictive routing.
  • The Model Efficiency tab provides graphical summaries of average agent scores, average time interactions waited in queue before being scored by predictive routing and distributed, and the percentage of interactions that encountered an error during predictive routing.

To get a better idea of what this dashboard looks like, view sample output from the report:
Sample_Predictive Dashboard — AHT Tab.pdf
Sample_Predictive Dashboard — Agent Utilization Tab.pdf
Sample_Predictive Dashboard — Model Efficiency Tab.pdf

AHT Tab

PR Performance Dashboard / AHT

The AHT Tab provides various daily views of handle times and interaction volumes. The following table explains the prompts you can select when you generate the PR Performance Dashboard / AHT Tab:

Prompt Description
Prompts on the PR Performance Dashboard / AHT Tab
Pre-set Date Filter Choose a date from the list of preset options. If this prompt is set to anything other than none, the Report Date prompt is ignored.
Start Date Choose the first date on which to report. This prompt has not effect if Pre-set Date Filter is set to anything other than none.
End Date Choose the last date on which to report. This prompt has not effect if Pre-set Date Filter is set to anything other than none.
Business Result Select one or more business reults for which to gather data into the report. Default: ALL
Customer Segment Select one or more customer segments for which to gather data into the report. Default: ALL
Service Type Select one or more service types for which to gather data into the report. Default: ALL
Media Type Select one or more media types for which to gather data into the report. Default: ALL
Interaction Type Select one or more interaction types for which to gather data into the report. Default: ALL
Predictor Select one or more predictors to include in the report. Default: ALL
Model Select one or more prediction models to include in the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL

The following table explains the dimensions used on the AHT Tab:

Dimension Description
Dimensions on the PR Performance Dashboard / AHT Tab
Day Enables the organization of data based on the day/date on which the interaction occurred.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.

The following table explains the measures used on the AHT Tab:

Measure Description
Measures on the PR Performance Dashboard / AHT Tab
Accepted Total number of calls that were accepted.
Avg Handle Time The average amount of time that agents spent handling each interaction.


PR Performance Dashboard / Agent Utilization

Agent Utilization Tab

The Agent Utilization Tab provides daily views of agent occupancy, ready, and busy time. The following table explains the prompts you can select when you generate the PR Performance Dashboard / Agent Utilization Tab:

Prompt Description
Prompts on the PR Performance Dashboard / Agent Utilization Tab
Pre-set Date Filter Choose a date from the list of preset options. If this prompt is set to anything other than none, the Report Date prompt is ignored.
Start Date Choose the first date on which to report. This prompt has not effect if Pre-set Date Filter is set to anything other than none.
End Date Choose the last date on which to report. This prompt has not effect if Pre-set Date Filter is set to anything other than none.
Business Result Select one or more business reults for which to gather data into the report. Default: ALL
Customer Segment Select one or more customer segments for which to gather data into the report. Default: ALL
Service Type Select one or more service types for which to gather data into the report. Default: ALL
Media Type Select one or more media types for which to gather data into the report. Default: ALL
Interaction Type Select one or more interaction types for which to gather data into the report. Default: ALL
Predictor Select one or more predictors to include in the report. Default: ALL
Predictor Switch Select whether to include only interactions for which Predictive Routing is ON, OFF, or for which an Error occurred. Default: ON
Model Select one or more prediction models to include in the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL

The following table explains the dimensions used on the PR Performance Dashboard / Agent Utilization Tab:

Dimension Description
Dimensions on the Agent Utilization Tab
Day Enables the organization of data based on the day/date on which the interaction occurred.
Predictor Switch Enables the organization of data based on whether predictive routing is ON or OFF.

The following table explain the measures used on the Agent Utilization Tab:

Measure Description
Measures on the PR Performance Dashboard / Agent Utilization Tab
%Busy Time The percentage of time agents spent on interaction-processing activities.
% Occupancy The percentage of time within the reporting interval that this agent’s state was Busy, relative to the total duration within the interval of the agent’s active session on a particular media channel. This measure reflects the percentage of time that agents actually spent handling interactions against their available or idle time. This measure is computed as (active time minus ready and not-ready time) divided by (active time minus not-ready time).
%Ready Time The percentage of time within the interval that agents were in the Ready state, divided by the total duration, within the interval, of active agent sessions.

Model Efficiency Tab

PR Performance Dashboard / Model Efficiency

The Model Efficiency Tab provides various views of handle times and interaction volumes. The following table explains the prompts you can select when you generate the PR Performance Dashboard / Model Efficiency Tab:

Prompt Description
Prompts on the PR Performance Dashboard / Model Efficiency Tab
Pre-set Date Filter Choose a date from the list of preset options. If this prompt is set to anything other than none, the Report Date prompt is ignored.
Start Date Choose the first date on which to report. This prompt has not effect if Pre-set Date Filter is set to anything other than none.
End Date Choose the last date on which to report. This prompt has not effect if Pre-set Date Filter is set to anything other than none.
Business Result Select one or more business reults for which to gather data into the report. Default: ALL
Customer Segment Select one or more customer segments for which to gather data into the report. Default: ALL
Service Type Select one or more service types for which to gather data into the report. Default: ALL
Media Type Select one or more media types for which to gather data into the report. Default: ALL
Interaction Type Select one or more interaction types for which to gather data into the report. Default: ALL
Predictor Select one or more predictors to include in the report. Default: ALL
Predictor Switch Select one or more predictors to include in the report. Default: ALL
Model Select one or more prediction models to include in the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL

The following table explains the dimensions used on the Model Efficiency Tab:

Dimension Description
Dimensions on the Model Efficiency Tab
Day Enables the organization of data based on the day/date on which the interaction occurred.

The following table explains the measures used on the Model Efficiency Tab:

Measure Description
Measures on the PR Performance Dashboard / Model Efficiency Tab
% Error Percentage of active interactions that received a predictive routing error score.
Accepted Total number of calls accepted.
Avg Agent Score The sum of all Agent Scores (gpmAgentScore), divided by the total number of interactions where GPR was active.
Turnaround Time Average amount of time that interactions waited for predictive routing scoring to be completed. This calculation considers all calls, within the reporting period, that used a given Predictor and Model.

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This page was last modified on 19 April 2018, at 11:30.