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 Genesys:
Informiam.AverHandleStatusTime* |
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 Genesys:
Informiam.Total_Time_To_Answer_Agents* |
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* |
Avail | Point in Time | Count | A count of distinct agents currently in Available states
Cisco: AgentState=3 (Ready) |
| AvgACW
AvgACW_S |
WorkReadyTimeTo5 WorkNotReadyTimeTo5 |
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 |
(WorkReadyTimeTo5 + WorkNotReadyTimeTo5)/ CallsHandledTo5
If CallsHandledTo5 = 0, the metric value is shown as N/A. |
5 Min (rolling/sliding) | Seconds | SUM(WorkReadyTime+WorkNotReadyTimeTo5) / SUM(CallsHandledTo5)
|
| 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 |
Cisco ICM: N/A Genesys: |
WorkReadyTimeTo5/ACWStatusTo5
If ACWStatusTo5 = 0, the metric value is shown as N/A. |
5 Min (rolling/sliding) | Seconds | SUM(WorkReadyTimeTo5)/SUM(ACWStatusTo5)
|
| 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:
|
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)
|
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 |
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* |
(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) |
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 |
Number of agents currently handling a campaign call. | Cisco ICM:
N/A Genesys:
Informiam.Current_Calls_Inbound* + Filter |
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: |
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 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 |
Number of calls answered by the selected group (not filtered or filtered) | Genesys Agent Groups
Informiam.Calls_Received_Internal* (+ Filter) |
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 | 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 | Point in Time | Count | sum(NotReadyVoiceF1) |
| NotReady (not productive)
NRnp |
NotReadyVoice NotReadyVoiceF1 |
Number of agents in the not ready, non-productive state. | Cisco ICM:
N/A Genesys:
Informiam.CurrNumberNotReadyVoiceStatuses* + Filter1 |
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+ NotReadyVoiceF3 | Point in Time | Count | sum(NotReadyVoiceF2+ NotReadyVoiceF3) |