Jump to: navigation, search

Agent Group Voice Metrics

The following Table lists Agent Group voice metrics.

Name/Internal Name SGRT Table Description/Notes Source Metric Mapping > Advisor Metric Definition Individual Agent Group Interval/Time Profile Unit Totals and Averages
AHT

S_AHT

AvgHandledCallsTimeTo5 Average handle time in seconds for calls answered. Cisco ICM:

SGRT. AvgHandledCallsTimeTo5
SGRT. CallsHandledTo5

Genesys: Informiam.AverHandleStatusTime*
> AvgHandledCallsTimeTo5
Informiam.Calls_Received_Inbound*
> CallsHandledTo5

AvgHandledCallsTimeTo5 5 Min (rolling/sliding) Seconds AvgHandledCallsTimeTo5 / number of agent groups average weighted by CallsHandledTo5, i.e. sum(AvgHandledCallsTimeTo5 * CallsHandledTo5) / sum(CallsHandledTo5)"
ASA

S_ASA

AnswerWaitTimeTo5

CallsHandledTo5

Average answer wait time in seconds for calls answered.

Notes ASA requires an Origination DN to be set on the Agent Group.

Cisco ICM:

SGRT. AnswerWaitTimeTo5
SGRT. CallsAnsweredTo5
SGRT. CallsHandledTo5

Genesys: Informiam.Total_Time_To_Answer_Agents*
> AnswerWaitTimeTo5
Informiam.CallsAnswered*
> CallsAnsweredTo5
Informiam.Calls_Received_Inbound*
> CallsHandledTo5

AnswerWaitTimeTo5/CallsAnsweredTo5

If CallsAnsweredTo5 = 0, the metric value is shown as N/A.

5 Min (rolling/sliding) Seconds SUM(AnswerWaitTimeTo5 /CallsAnsweredTo5) * CallsHandledTo5 /SUM(CallsHandledTo5)

If SUM(CallsAnsweredTo5) = 0, the metric value is shown as N/A.

Avail

Av

Avail Number of agents currently in the Available state.

Notes ‘WaitForNextCall’ only.

Cisco ICM:

SGRT.Avail

Genesys: Informiam.CurrNumberReadyStatuses*
> SGRT.Avail Genesys individual agent state
> AgentState

Avail Point in Time Count A count of distinct agents currently in Available states

Cisco: AgentState=3 (Ready)
Genesys: AgentState=115 (WaitForNextCall)

AvgACW

AvgACW_S

WorkReadyTimeTo5

WorkNotReadyTimeTo5
CallsHandledTo5

Average time in seconds spent on after-call work including entering data, filling out forms and making outbound calls necessary to complete the transaction.

Notes The field WorkNotReadyTime is always NULL in Genesys, but is also meaningless. ACW Time is put into WorkReadyTime, so the Genesys formula is correct despite having a NULL value. It is treated like a zero.

Cisco ICM:

SGRT. WorkReadyTimeTo5
SGRT. WorkNotReadyTimeTo5
SGRT. CallsHandledTo5

Genesys: Informiam.Total_ACW_Time*
> WorkReadyTimeTo5
Informiam.Calls_Received_Inbound*
> CallsHandledTo5 0
WorkNotReadyTimeTo5 is always 0.

(WorkReadyTimeTo5 + WorkNotReadyTimeTo5)/ CallsHandledTo5

If CallsHandledTo5 = 0, the metric value is shown as N/A.

5 Min (rolling/sliding) Seconds SUM(WorkReadyTime+WorkNotReadyTimeTo5) / SUM(CallsHandledTo5)


If SUM(CallsHandledTo5) = 0, the metric value is shown as N/A

AvgAcwTime

AvgAcwTime

WorkReadyTimeTo5

ACWStatusTo5

Average time spent on rework for inbound voice. The time spent on inbound or outbound calls made during the rework time is also considered as rework time. No differentiation between initial and secondary contact.

Notes
Replaces WrapUp in 8.1.2

Cisco ICM:

N/A

Genesys:
Informiam.Total_ACW_Time*
> WorkReadyTimeTo5
Informiam.TotalNumberACW*
> ACWStatusTo5

WorkReadyTimeTo5/ACWStatusTo5

If ACWStatusTo5 = 0, the metric value is shown as N/A.

5 Min (rolling/sliding) Seconds SUM(WorkReadyTimeTo5)/SUM(ACWStatusTo5)


If SUM(ACWStatusTo5 ) = 0, the metric value is shown as N/A.

AvgTalk

AvtT

AvgHandledCallsTalk

TimeTo5

Average talk time in seconds for calls. Cisco ICM:

SGRT. AvgHandledCallsTalkTimeTo5

Genesys: Informiam.AverTalkStatusTime* > AvgHandledCallsTalk TimeTo5

AvgHandledCallsTalkTimeTo5 5 Min (rolling/sliding) Seconds SUM(AvgHandledCallsTalk

TimeTo5 * CallsHandledTo5) / SUM(CallsHandledTo5)

If SUM(CallsHandledTo5)=0, the metric value is shown as N/A.

AvgTalkTime

AvgTalkTime

TalkAndHoldTimeTo5

Calls Received InternalTo5 CallsHandledTo5 CallsParty ChangedTo5

Average time spent talking on inbound voice. No differentiation between initial and secondary contact.

Notes Replaces Talk in 8.1.2.

Cisco ICM :

N/A

Genesys: Informiam.TalkAndHold Time* > TalkAndHoldTimeTo5 Informiam.Calls_Received_Internal* > CallsReceivedInternalTo5 Informiam.Calls_Received_Internal* > CallsReceivedInternalTo5 Informiam.Calls_Received_Inbound* > CallsHandledTo5 Informiam.Total_CallPartyChanged* > CallsPartyChangedTo5

TalkAndHoldTimeTo5 / (CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5 =0, the metric value is shown as N/A.

5 Min (rolling/sliding) Seconds SUM(TalkAndHoldTimeTo5)/SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If SUM(CallsReceivedInternal To5 + CallsHandledTo5 - CallsPartyChangedTo5)=0, the metric value is shown as N/A.

BusyOther

BO

Number of agents currently in the BusyOther state.

Notes Not returned in Genesys.

Cisco ICM:

SGRT.BusyOther ASGRT.AgentState

Genesys: N/A

BusyOther Point in Time Count A count of distinct agents currently in BusyOther state.

Cisco: AgentState=7 (BusyOther)

Calls Offered

O

CallsOfferedTo5 Number of calls offered. Cisco ICM:

SGRT.CallsOfferedTo5

Genesys: Informiam.CallsOffered* > CallsOfferedTo5

CallsOfferedTo5 5 Min (rolling/sliding) Count sum(CallsOfferedTo5)
DateTime Not displayed.

The date and time that this data last updated. Used to calculate longest queue and longest available agent.

Handled

Ha

CallsHandledTo5 Number of calls handled. Cisco ICM: SGRT.CallsHandledTo5

Informiam.Calls_Received_Inbound* > CallsHandledTo5

CallsHandledTo5 5 Min (rolling/sliding) Count sum(CallsHandledTo5)
Hold

H

Hold Number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold while talking on another call (for example, a consultative call). The agent must have all active calls on hold.

Notes Hold Status = CallOnHold

Cisco ICM:

SGRT.Hold ASGRT.AgentState

Genesys: Informiam.CurrNumber HoldStatuses* > Hold Genesys individual agent state > AgentState

Hold Point in Time Count A count of distinct agents that currently are in states CallsOnHold

Cisco: AgentState = 10 (CallOnHold) Genesys: AgentState = 110 (CallOnHold)

LoggedIn

LO

LoggedOn Number of agents that are currently logged on in zero or more agent groups assigned to take interactions. This count is updated each time an agent logs on and each time an agent logs off.

Notes Any status exc. Logged Out or Not Monitored

Cisco ICM:

SGRT.LoggedOn ASGRT.AgentState

Genesys: Informiam.CurrAgents LoggedIn* > LoggedOn Genesys individual agent state > AgentState

LoggedIn Point in Time Count A count of distinct agents that currently are not in LoggedOff state

Cisco: AgentState: <> 0 ( Logged Off) Genesys: AgentState <>116(LoggedOut) and AgentState <>101(NotMonitored) and AgentState <>102(Monitored)

LoggedOn LoggedOn

Voice

Number of agents logged on to voice. Cisco ICM: N/A

Genesys: Informiam.CurrAgentsLoggedInVoice* > LoggedOnVoice

Cisco:

N/A

Genesys: LoggedOnVoice

Point-in-Time Count Cisco:

N/A

Genesys: SUM(LoggedOnVoice)

LoggedOn

Net

LoggedOn

Voice, NotReady Voice, NotReady VoiceF1, NotReady VoiceF2

The number of agents logged on to voice minus those not ready or non-productive Cisco ICM:

N/A

Genesys: Informiam.CurrAgents LoggedInVoice* > LoggedOnVoice Informiam.CurrNumberNotReadyVoiceStatuses* > NotReadyVoice Informiam.CurrNumberNotReadyVoiceStatuses* + Filter1 > NotReadyVoiceF1 Informiam.CurrNumberNotReadyVoiceStatuses* + Filter2 > NotReadyVoiceF2

Cisco:

N/A

Genesys: LoggedOnVoice - (NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2)

Point-in-Time Count Cisco:

N/A

Genesys: SUM(LoggedOnVoice - (NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2))

LongAvail

LA

LongestAvailAgent Time in seconds that the longest available agent has been available. Cisco ICM:

SGRT. LongestAvailAgent SGRT.DateTime

Genesys: Informiam.LongestAvail Agent* > LongestAvailAgent DateTime

max((DateTime-LongestAvailAgent) * 24 * 60 * 60) Point in Time Seconds max((DateTime-LongestAvailAgent) * 24 * 60 * 60)
LongQueue

LQ

LongQueue Time in seconds that the currently longest (oldest) call has been in queue.

Notes Not Returned in Genesys

Cisco ICM:

SGRT. LongestCallQ SGRT.DateTime

Genesys: N/A

(DateTime - LongestCallQ) * 24 * 60 * 60 Point in Time Seconds max((DateTime - LongestCallQ) * 24 * 60 * 60)
NotReady

NR

NotReady, WorkNotReady Number of agents in the Not Ready or Work Not Ready (ACW, Wrap) state.

Notes Not Ready Status is NotReadyForNext Call ACW status is AfterCallWork.

Cisco ICM :

SGRT. NotReady SGRT. WorkNotReady ASGRT.AgentState

Genesys: Informiam.CurrNumberNotReadyStatuses* > NotReady WorkNotReady is always 0.

NotReady + WorkNotReady Point in Time Count A count of distinct agents currently in Not Ready states

Cisco: AgentState=2 (NotReady) or AgentState=5 (WorkNotReady) Genesys AgentState=113 (NotReadyForNextCall)

Queue

Q

Queue Number of calls currently queued.

Notes Not returned in Genesys

Cisco ICM:

ASGRT. CallsQueuedNow

Genesys: N/A

CallsQueuedNow Count SUM(CallsQueuedNow)
Ready

R

Ready Number of agents in the Ready state.

Notes Any status except:

  • NotReadyForNextCall
  • LoggedOut
  • NotMonitored
Cisco ICM :

SGRT. NotReady SGRT. WorkNotReady ASGRT.AgentState

Genesys: Informiam.CurrentReady Agents* > Ready Genesys individual agent state > AgentState

Ready Count A count of distinct agents currently in Ready states

Cisco: AgentState<>2 (NotReady) and AgentState<>5 (WorkNotReady) and AgentState<>0 (Logged Off)

Genesys: AgentState<>113 (NotReadyForNextCall) and AgentState<>116(LoggedOut) and AgentState<>101(NotMonitored) and AgentState<>102(Monitored)

TalkIn

TI

TalkingIn Number of inbound calls currently associated with the agent group. Cisco ICM:

SGRT. TalkingIn

Genesys: Informiam.Current_Calls_ Inbound* > TalkingIn

TalkingIn Count Cisco:

SUM(TalkingIn)

Genesys: A count of distinct agents currently in TalkingIn state. Genesys AgentState = 107 (TalkingIn)

In mixed environment, Genesys TalkingIn state count is added to SUM(TalkingIn).

Talking

T

TalkingIn

TalkingOut TalkingOther

Number of calls currently associated with the agent group. Cisco ICM:

SGRT.TalkingIn SGRT.TalkingOut SGRT.TalkingOther SGRT.TalkingPreview SGRT. TalkingReserve SGRT.TalkingAutoOut

Genesys: Informiam.Current_Calls_Inbound* > TalkingIn Informiam.Current_Calls_Outbound* > TalkingOut Informiam.Current_Calls_Other* > TalkingOther TalkingPreview, TalkingReserve, TalkingAutoOut are always = 0

TalkingIn+

TalkingOut + TalkingOther + TalkingPreview + TalkingReserve + TalkingAutoOut

Point-in-Time Cisco:

SUM(TalkingIn + TalkingOut + TalkingOther + TalkingPreview + TalkingReserve + TalkingAutoOut)

Genesys: A count of distinct agents currently in Talking state. Genesys AgentState IN (105,107,108,109,112) (Talking)

In mixed environment, Genesys Talking state count is added to SUM(TalkingIn + TalkingOut + TalkingOther + TalkingPreview + TalkingReserve + TalkingAutoOut)

TalkOut

TIkO

TalkingOut Number of outbound calls currently associated with the agent group. Cisco ICM:

SGRT.TalkingOut

Genesys: Informiam.Current_Calls_Outbound* > TalkingOut

TalkingOut Cisco:

SUM(TalkingOut)

Genesys: A count of distinct agents currently in TalkingOut state. Genesys AgentState = 109 (TalkingOut)

In mixed environment, Genesys TalkingOut state count is added to SUM(TalkingOut).

Util%

U

Percent

UtilizationTo5

Percentage of Ready time that agents spent talking or doing call work. This is the percentage of time agents spend working on calls versus the time agents were ready. Cisco ICM:

SGRT. PercentUtilizationTo5

Genesys: Informiam.Utilization*/100 > PercentUtilizationTo5

PercentUtilizationTo5*100% 5 Min (rolling/sliding) Percent SUM(PercentUtilizationTo5 * CallsHandledTo5) / SUM(CallsHandledTo5) * 100

If SUM(CallsHandledTo5)=0, the metric value is shown as N/A.

Wrap

W

WorkReady

WorkNot Ready

Number of agents in the Work Ready and Work Not Ready (ACW, Wrap) states.

Notes WorkNotReady does not exist in Genesys, so is always NULL. Formula for Genesys is thus =WorkReady .

Cisco ICM :

SGRT. WorkReady SGRT. WorkNotReady

Genesys: Informiam.CurrNumberNotReadyStatuses* > WorkReady WorkNotReady is always 0.

WorkReady + WorkNotReady 5 Min (rolling/sliding) Count Cisco:

SUM(WorkReady + WorkNotReady)

Genesys: A count of distinct agents currently in AfterCallWork state Genesys AgentState = 117 (AfterCallWork) In mixed environment Genesys AfterCallWork state count is added to SUM(WorkReady + WorkNotReady)

 % Handlingtime (plus Campaign Calls / SignOn Time)


PctHCpgnSo

TalkAndHoldTimeF1To5

OuboundTalkTimeF1to5 LoggedOn VoiceTimeTo5

Percentage of time spent handling campaign calls versus the time logged on to voice. Cisco ICM:

N/A

Genesys:

Total_Outbound_Talk_Time*+Filter > OutboundTalkTimeF1To5 Informiam.TalkAndHoldTime*+Filter > TalkAndHoldTimeF1To5 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

(OutboundTalkTimeF1To5+TalkAndHoldTimeF1To5)/LoggedOnVoiceTimeTo5*100

If LoggedOnVoiceTimeTo5=0,the metric value is shown as N/A

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(TalkTimeF1To5+

OutboundTalkTimeF1To5) / SUM(LoggedOnVoiceTime To5) * 100

If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A

 % Idle to SignOn

PctIdleSo

NotReady

VoiceTimeTo5 NotReady VoiceTimeF1To5 NotReady VoiceTimeF2To5 LoggedOn VoiceTimeTo5

Percentage of time spent in the not ready, non-productive state versus the time logged on to voice. The time spent on incoming or outgoing extension calls made during this state is added to the not ready time. Cisco ICM:

N/A

Genesys: Informiam.Total_NotReady_Voice_Time* > NotReadyVoiceTime Informiam.Total_NotReady_Voice_Time*+Filter1 > NotReadyVoiceTimeF1 Informiam.Total_NotReady_Voice_Time*+Filter2 > NotReadyVoiceTimeF1 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

(NotReadyVoiceTime

To5 - NotReadyVoiceTimeF1 To5 - NotReadyVoiceTimeF2 To5) / LoggedOnVoiceTimeTo5 * 100

If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(NotReadyVoiceTime

To5-NotReadyVoiceTimeF1To5 - NotReadyVoiceTimeF2To5) / SUM(LoggedOnVoiceTime To5) * 100

If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A

 % Inbound to SignOn

PctibSo

TalkAndHoldTimeTo5

WorkReaadyTimeTo5 LoggedOn VoiceTimeTo5

Percentage of time spent handling inbound voice versus the time logged on to voice. Cisco ICM:

N/A

Genesys: Informiam.TalkAndHold Time* > TalkAndHoldTimeTo5 Informiam.Total_ACW_ Time* > WorkReadyTimeTo5 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

(TalkAndHoldTimeTo5+

WorkReadyTimeTo5)/ LoggedOnVoiceTimeTo5,0)*100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(TalkTimeTo5 + WorkReadyTimeTo5 +HoldTimeTo5)/ SUM(LoggedOnVoiceTime

To5)*100 If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A

 % Ready to SignOn

PctRSo

Available

TimeTo5 LoggedOn VoiceTimeTo5

Percentage of time that agents were ready versus the time they were logged on to voice. Cisco ICM:

N/A

Genesys: Informiam.Total_Available_Time* > AvailableTimeTo5 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

AvailableTimeTo5 / LoggedOnVoiceTimeTo5*100

If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent sum(AvailableTimeTo5) / sum(LoggedOnVoiceTimeTo5) * 100

If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A

 % Uncontrolled Outbound to SignOn

PctUobSo

Outbound

TalkTime LoggedOn VoiceTimeTo5

Percentage of handling time for uncontrolled outbound voice versus the time that agents were logged on to voice. For uncontrolled outbound no dialer supported campaign calls are included. Cisco ICM:

N/A

Genesys: Informiam.Total_Outbound_Talk_Time*+Filter > OutboundTalkTimeF1To5 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

OutboundTalkTimeF1To5/

LoggedOnVoiceTimeTo5*100

If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(OutboundTalkTimeF1To5)/

SUM(LoggedOnVoiceTime To5)*100

If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A.

 % WF-NCRMT to SignOn

PctWFncrmtSo

NotReady

VoiceTimeF2To5 LoggedOn VoiceTimeTo5

Percentage of time that agents remained not ready for voice due to the reason codes specified in the filter versus the time agents were logged on to voice. The time spent on incoming or outgoing extension calls made during this state is added to the not ready time. Cisco ICM:

N/A

Genesys: Informiam.Total_NotReady_Voice_Time*+Filter > NotReadyVoiceTimeF2To5 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

NotReadyVoiceTimeF2To5 / LoggedOnVoiceTimeTo5 * 100

If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(NotReadyVoiceTime

F2To5) / sum(LoggedOnVoiceTime To5)* 100 If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A.

 % WF-RC2 to SignOn

PctWFrc2So

NotReady

VoiceTimeF1To5 LoggedOn VoiceTimeTo5

Percentage of time that agents remained not ready for voice due to reason code 2 versus the time they were logged on to voice. The time spent on incoming or outgoing extension calls made during this state is added to the not ready time. Cisco ICM:

N/A

Genesys: Informiam.Total_NotReady_Voice_Time* > NotReadyVoiceTimeF1To5 Informiam.Total_LoggedIn_Voice_Time* > LoggedOnVoiceTimeTo5

NotReadyVoiceTimeF1To5 / LoggedOnVoiceTimeTo5 * 100

If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(NotReadyVoiceTime

F1To5) / SUM(LoggedOnVoiceTime To5) * 100

If SUM(LoggedOnVoiceTime To5)=0, the metric value is shown as N/A

AvailVoice VoiceAvail The number of agents currently ready and waiting for next voice. Cisco ICM:

N/A

Genesys: Informiam.AgentCurrent TargetState* > VoiceAvail

VoiceAvail Point in Time Count sum(VoiceAvail)
CHT-P

CHT-P

TalkAndHoldTimeTo5

WorkReadyTime
CallsReceivedInternal
CallsHandled
CallsPartyChanged

Average handling time for voice. The calculation includes the total time spent on rework, hold time, and the time spent on the inbound, outbound and extension calls answered during the rework. The time spent on inbound callbacks is also considered. Cisco ICM:

N/A

Genesys: Informiam.TalkAndHoldTime*
> TalkAndHoldTime
Informiam.Total_ACWTime*
> WorkReadyTimeTo5
Informiam.Calls_Received_Inbound*
> CallsHandledTo5
Informiam.Calls_Received_Internal*
> CallsReceivedInternalTo5
> CallsPartyChangedTo5
Informiam.Total_CallPartyChanged*
> CallsPartyChangedTo5

(TalkAndHoldTimeTo5 + WorkReadyTimeTo5)/(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If (CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) =0, the metric value is shown as N/A

30 Min (since start of current half-hour)

60 Min (rolling/sliding)
Today/Daily(since midnight)

Seconds SUM(TalkAndHoldTimeTo5 + WorkReadyTimeTo5)/ SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) =0, the metric value is shown as N/A

Handling Campaign Calls

HCpgn

TalkingInF1

TalkingOutF1
TalkingOtherF1

Number of agents currently handling a campaign call. Cisco ICM:

N/A

Genesys: Informiam.Current_Calls_Inbound* + Filter
> TalkingIn
Informiam.Current_Calls_Outbound* + Filter
> TalkingOut
Informiam.Current_Calls_Other* + Filter
> TalkingOther

TalkingInF1 + TalkingOutF1 + TalkingOtherF1 Point in Time Count SUM(TalkingInF1 + TalkingOutF1 + TalkingOtherF1)
HandlingVoice

HVoice

TalkingIn

TalkingOther

Number of agents talking on inbound (ACD) calls. Cisco ICM:

N/A

Genesys:
Informiam.Current_Calls_Inbound* + Filter
> TalkingIn
Informiam.Current_Calls_Other* + Filter
> TalkingOther

TalkingIn + TalkingOther 5 Min (rolling/sliding) Count sum(TalkingIn + TalkingOther)
HandlingNonVoice

HandlingNonVoice

HandlingF1

(F1 = MediaType!=Voice)

Number of agents currently involved in a non-voice interaction. Cisco: N/A

Genesys: Informiam.CurrentNumberHandling

N/A (this is a source metric, no computation at agent level) Point-in-time Count SUM(HandlingNonVoice)
Retrieved calls

[FILTERn]

Rtr
RtrF1
RtrF2
RtrFn

NOTE: Only Rtr is supported in WA. CCAdv supports Rtr, RtrF1, RtrF2 … RtrFn. There is only one metric called Retrieved Calls in WA (without filter). There are multiple Retrieved Calls metrics in CCAdv (without filter and with filters).

CallsReceivedInternalFnTo5

CallsHandledFnTo5
CallsPartyChangedFnTo5

Number of calls answered by the selected group (not filtered or filtered) Genesys Agent Groups

Informiam.Calls_Received_Internal* (+ Filter)
> CallsReceivedInternal(Fn)To5
Informiam.Calls_Received_Inbound* (+Filter)
> CallsHandled(Fn)To5
Informiam.Total_CallPartyChanged*
> CallsPartyChanged(Fn)To5

CallsReceivedInternal(Fn)To5 + CallsHandled(Fn)To5 – CallsPartyChanged(Fn)To5 5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Count sum(CallsReceivedInternal(Fn)To5 + CallsHandled(Fn)To5 –CallsPartyChanged(Fn)To5)
SignOn

So

Total time spent logged on to voice. Cisco ICM:

N/A

Genesys: Informiam.Total_LoggedIn_Voice_Time*
> LoggedOnVoiceTimeTo5

LoggedOnVoiceTimeTo5 5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Minutes sum(LoggedOnVoiceTimeTo5)
NotReady (CRMT)

NRcrmt

NotReadyVoiceF1 Number of agents in the not ready state due to reason code 2 (CRMT). Cisco ICM:

N/A

Genesys: Informiam.CurrNumberNotReadyVoiceStatuses*
> NotReadyVoiceF1

NotReadyVoiceF1 Point in Time Count sum(NotReadyVoiceF1)
NotReady (not productive)

NRnp

NotReadyVoice

NotReadyVoiceF1
NotReadyVoiceF2

Number of agents in the not ready, non-productive state. Cisco ICM:

N/A

Genesys: Informiam.CurrNumberNotReadyVoiceStatuses* + Filter1
> NotReadyVoiceF1
Informiam.CurrNumberNotReadyVoiceStatuses* + Filter2
> NotReadyVoiceF2

NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2

NotReadyVoiceF3

Point in Time Count sum(NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2)
NotReady (other productive)

NRothp

NotReadyVoiceF2

NotReadyVoiceF3

Number of agents in the not ready state due to the reason codes specified in the filter. The reason code list is not exhaustive and includes all productive reasons other than reason code 2. Cisco ICM:

N/A

Genesys: Informiam.CurrNumberNotReadyVoiceStatuses* + Filter2
> NotReadyVoiceF2
Informiam.CurrNumberNotReadyVoiceStatuses* + Filter3
> NotReadyVoiceF3

NotReadyVoiceF2+ NotReadyVoiceF3 Point in Time Count sum(NotReadyVoiceF2+ NotReadyVoiceF3)
This page was last modified on December 2, 2013, at 20:32.

Feedback

Comment on this article:

blog comments powered by Disqus