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CCAdv Application Voice and Alert

The following Table lists Contact Center Advisor application voice and alert metrics.

Name/Internal Name Description Source Type Stat Server Metric Mapping Definition (Formula) Period/Time Profile Threshold Type/Unit
Abandoned

Cabn

Number of calls abandoned while in queue or ringing. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Calls_Abandoned > RouterCallsAbandQ Cisco Services:

CallsAbandQTo5 CallsAbandQHalf CallsAbandQToday

Genesys/Cisco Call Types: RouterCallsAbandQTo5 RouterCallsAbandQHalf RouterCallsAbandQToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Count

Abandoned %

AbnPct

Percentage of calls abandoned while in queue or ringing. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Calls_Abandoned > RouterCallsAbandQ

Informiam.Total_Calls_Inbound > CallsOffered

Cisco Services:

100*(CallsAbandQTo5/ CallsOfferedTo5) 100*(CallsAbandQHalf/ CallsOfferedHalf) 100*(CallsAbandQToday/ CallsOfferedToday)

Genesys/Cisco Call Types: 100*(RouterCallsAbandQTo5/ CallsOfferedTo5) 100*(RouterCallsAbandQHalf / CallsOfferedHalf) 100*(RouterCallsAbandQToday/ CallsOfferedToday)

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Percent

Acc%

APCT

Accessibility % is a productivity metric that compares the total calls offered to answered. Calculated, Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Calls_Answered

> CallsAnswered Informiam.Total_Calls_Inbound > CallsOffered

100*(CallsAnsweredTo5 / CallsOfferedTo5)

100*(CallsAnsweredHalf / CallsOfferedHalf) 100*(CallsAnsweredToday / CallsOfferedToday)

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Below

Percent

Ans

CA

Number of inbound calls answered by agents. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Calls_Answered

> CallsAnswered

CallsAnsweredTo5

CallsAnsweredHalf CallsAnsweredToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

N/A

Count

AnsPlus

Aband

CaPlsCabn

Sum of the calls answered and abandoned. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Calls_Answered

> CallsAnswered Informiam.Total_Calls_Abandoned > RouterCallsAbandQ

Cisco Services:

CallsAnsweredTo5+ CallsAbandQTo5 CallsAnsweredHalf+ CallsAbandQHalf CallsAnsweredToday+ CallsAbandQToday

Genesys/Cisco Call Types: CallsAnsweredTo5+ RouterCallsAbandQTo5 CallsAnsweredHalf+ RouterCallsAbandQHalf CallsAnsweredToday+ RouterCallsAbandQToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Count

Available

AA

The number of agents currently in the ready state. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups CurrentAgentState

(= 115)

Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState =

CISCO: 3 ("Ready") or Genesys: 115 ("WaitForNextCall")

Point in Time Above

Count

AvailVoice

VoiceAA

The number of agents currently ready and waiting for next voice interaction. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups Informiam.AgentCurrentTargetState

> AgentVoiceReady

Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently ready for voice interactions.

Genesys: AgentVoiceReady = 1 CISCO: AgentState = 3

Point in Time Above

Count

Available%

AvailPCT

Percentage of available agents over staffed. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups AA (Available):

AgentState=115 (WaitForNextCall) STF (Staffed): AgentState <>116(LoggedOut) and AgentState <>101(NotMonitored) and AgentState <>102(Monitored)

AA/STF *100 Point in Time Above

Percent

Average After Call Work (AvgACW)

AvgACW

Average time in seconds spent on after-call work including entering data, filling out forms and making outbound calls necessary to complete the transaction. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Queue_After_Call_Work_Time

> ACWTime Informiam.Queue_Calls_Handled > CallsHandled

Cisco: (HandleTimeTo5 - TalkTimeTo5 - HoldTimeTo5) / CallsHandledTo5

(HandleTimeHalf - TalkTimeHalf - HoldTimeHalf) / CallsHandledHalf (HandleTimeToday - TalkTimeToday - HoldTimeToday) / CallsHandledToday

Genesys: For all unique agent groups related to the application(s) in scope: ACWTimeTo5 / CallsHandledTo5 ACWTimeHalf / CallsHandledHalf ACWTimeToday / CallsHandledToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Seconds

Average Delay (AvgDly)

AvgDL

Average delay in seconds for calls currently in queue. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Time_Waiting_

Calls > RouterCallsQNowTime Informiam.CurrNumberWaitingCalls > RouterCallsQNow

Cisco Services:

CallsQNowTime/CallsQNow at any level Genesys/Cisco Call Types: RouterCallsQNow/ RouterCallsQNowTime

Point in Time Above

Seconds

Average Handle Time (AHT)

AHT

Average handle time in seconds for calls. Cisco ICM Services,

Call Types, Cisco Services, Cisco Call Types


Genesys Virtual Queues, Genesys Queues

Informiam.Queue_Handle_Time

> HandleTime Informiam.Queue_Calls_Handled > CallsHandled

HandleTimeTo5 /CallsHandledTo5

HandleTimeHalf /CallsHandledHalf HandleTimeToday /CallsHandledToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Seconds

Average Speed to Answer (ASA)

ASA

Average answer wait time in seconds for calls offered Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Time_To_Answer

> AnswerWaitTime Informiam.Total_Calls_Answered > CallsAnswered

AnswerWaitTimeTo5 / CallsAnsweredTo5

AnswerWaitTimeHalf / CallsAnsweredHalf AnswerWaitTimeToday / CallsAnsweredToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Seconds

Average Talk Time (ATT)

ATT

Average talk time in seconds for calls. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Queue_Talk_Time

> TalkTime Informiam.Queue_Calls_Handled > CallsHandled

TalkTimeTo5 / CallsHandledTo5

TalkTimeToHalf / CallsHandledHalf TalkTimeToday / CallsHandledToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Seconds

Calls

CIN

Number of incoming calls currently in progress.

NOTE: When Genesys Queues/Virtual Queues or Cisco Call Types, this is calculated from the associated unique agent/skill groups..

Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Current_Calls_Inbound

> TalkingIn

Cisco Services:

CallsInNow

Genesys/Cisco Call Types: For all unique agent/skill groups related to the application(s) in scope: Sum (SGRT.TalkingIn)

Point in Time Above

Count

CallsCleared/

a_CallsCleared

Number of calls that cannot be distributed because the queue is full. These calls negatively affect reachability and service level. Genesys Virtual Queues Informiam.TotalCalls_Cleared

> CallsCleared

Cisco Services: N/A

Cisco Call Types: N/A Genesys ACD Queues: N/A Genesys Virtual Queues: CallsClearedTo5 CallsClearedHalf CallsClearedToday

5 Min

(rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Count

CallsProg

CP_C

Number of inbound and outbound calls currently being handled. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Current_Calls_Inbound

> TalkingIn Informiam.Current_Calls_Outbound > TalkingOut

Cisco: CallsInProgress

Genesys: For all unique agent groups related to the application(s) in scope: Sum (SGRT.TalkingIn + SGRT.TalkingOut)

Point in Time N/A

Count

DateTime

DateTime

Date and time that this data last updated. Used to calculate longest queue and longest wait time.
ExpDelay

ED

Predicted delay in seconds for any new call added to the queue. This is valid only if no agents are available. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues Informiam.Queue_Expected_Wait_

Time > ExpectedDelay

Cisco Services/Genesys Queues:

ExpectedDelay Cisco Call Types: (([CallsQNow]+1)*([HandleTime To5]/[CallsHandledTo5]))/([STF] -[NOT_READY_APP])

Point in Time Above

Seconds

Handle Time (HT)

HT

Total handle time in seconds for calls. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Queue_Handle_Time

> HandleTime

HandleTimeTo5

HandleTimeHalf HandleTimeToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Seconds

Handled

CH

Number of calls handled. Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues Informiam.Queue_Calls_Handled

> CallsHandled

CallsHandledTo5

CallsHandledHalf CallsHandledToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

N/A

Count

Hold/Other

Holdother

Number of agents in the Hold/Other state. Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues CurrentAgentState

(= 110)

Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState =

CISCO: 10 ("Calls On Hold") or Genesys: 110 ("CallOnHold")

Point in Time Above

Count

LongAvail

LAA

Time in seconds that the currently longest available agent has been available. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Informiam.LongestAvail

Agent > Informiam.LongestAvailAgent

Cisco: DateTime –

LongestAvailAgent Genesys: For all unique agent groups related to the application(s) in scope: Max (DateTime – LongestAvailAgent))

Point in Time Above

Seconds

LongQueue

LCQ

Time in seconds that the currently longest (oldest) call has been in queue. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.CurrMaxCallWaitingTime

> LongestCallQ

Cisco Services:

DateTime – LongestCallQ (ICM calculates LongestCallQ to the end of the five-minute period.)

Genesys/Cisco Call Types: DateTime – RouterLongestCallQ

Point in Time Above

Seconds

NotReady

NOT_ READY_ APP

Count of the agents unavailable to take a call, either because they are performing after-call work that leaves them in the not ready upon completion state, or because they are in the not ready state (with or without a reason code). Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues CurrentAgentState (=113) Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState =

CISCO: 2 ("Not Ready") or 5 ("Work Not Ready") Genesys: 113 ("NotReadyForNextCall").

Point in Time Above

Count

Offer

COf

Number of incoming and internal calls offered to this application during the period. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Total_Calls_Inbound

> CallsOffered

CallsOfferedTo5

CallsOfferedHalf CallsOfferedToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

N/A

Count

Outbound

COT

Number of outbound calls by agents. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.Queue_Outbound_Calls

> CallsOut

CallsOutTo5

CallsOutHalf CallsOutToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

N/A

Count

QDep%

QD

Percentage of the number of waiting calls over the number of staffed agents in the respective agent group(s). Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups Informiam.CurrNumberWaitingCalls

> RouterCallsQNow STF(Staffed): The number of agents in AgentState <>116(LoggedOut) and AgentState <>101(NotMonitored) and AgentState <>102(Monitored)

Cisco Services:

CallsQNow / STF * 100 Genesys/Cisco Call Types: RouterCallsQNow / STF * 100

Above

Percent

QPastSL

SLCH

Number of calls currently queued for longer than the service-level threshold. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.ServiceLevelCallsOnHold_Current

> ServiceLevelCallsQHeld

ServiceLevelCallsQHeld Point in Time Above

Count

Queue

CQ

Number of calls in queue now. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Informiam.CurrNumberWaitingCalls

> RouterCallsQNow

Cisco Services:

CallsQNow

Genesys/Cisco Call Types: RouterCallsQNow

Point in Time N/A

Count

Service Level %

SL

Number of calls answered within the threshold divided by the number of calls that were offered This treats the abandoned calls as though they were answered after the threshold. Cisco ICM Services/Call Types,

Genesys Virtual Queues, Genesys ACD Queues

Informiam.ServiceLevelAnswered

> ServiceLevelCalls Informiam.ServiceLevelCallsOnHold_Total > ServiceLevelCallsOnHold

Cisco:

(ServiceLevelCallsto5 / ServiceLevelCallsOfferedTo5) * 100 Genesys: [ServiceLevelCallsto5 / (ServiceLevelCallsTo5+Service LevelCallsOnHoldTo5)] *100 Repeat for ToHalf and Today

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Below

Percent

SL% (Plus Aband)

SlPlsSlAbn

Abandoned calls positively impact service level: Number of calls answered prior to the threshold plus the number of calls abandoned prior to the threshold, all divided by the number of calls that were offered. This treats the abandoned call as though they were answered prior to the threshold. Cisco ICM Services/Call Types,

Genesys Virtual Queues, Genesys ACD Queues

Informiam.ServiceLevelAnswered

> ServiceLevelCalls Informiam.ServiceLevelCallsOnHold_Total > ServiceLevelCallsOnHold Informiam.ServiceLevelAband > ServiceLevelAband

Cisco:

((ServiceLevelCallsto5 + ServiceLevel AbandTo5) / ServiceLevelCallsOfferedTo5) * 100

Genesys: [ServiceLevelCallsto5 + ServiceLevel AbandTo5)/ (ServiceLevelCallsTo5+Service LevelCallsOnHoldTo5+Service LevelAbandTo5)] *100

Repeat for ToHalf and Today

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Below

Percent

Staffed

STF

Number of agents logged on in zero or more agent groups. Cisco ICM Services/Call Types,

Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys ACD Queues

CurrentAgentState Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently not in AgentState

CISCO: 0 ("Logged Off") and Genesys: (""NotMonitored" 101), (""NotMonitored" 102), (LoggedOut 116).

Point in Time N/A

Count

Talking

AT

Number of agents currently in the Talking state. Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues CurrentAgentState CISCO Services: AgentsTalking.

Genesys/CISCO Call Types: Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState = CISCO: (4 "Talking") or Genesys: (105 "CallConsult"),(107" CallInbound"),(108 "CallInternal"),(109 "CallOutbound"),(112 CallUnknown)

Point in Time N/A

Count

TransOut

TOC

Number of calls transferred out of the queue. Cisco Services N/A TransferOutCallsTo5

TransferOutCallsHalf TransferOutCallsToday

5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Count

Number of Active Alerts

(voice, chat and e-mail)

AlertNum

The number of active application alerts for the time period in the filter. Threshold violation alerts N/A 5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Count

Average duration of Active Alerts

(voice, chat and e-mail)

AlertAvgDur

Average duration of the active application alerts in the time period of the filter (i.e., selected period). Threshold violation alerts N/A Calculate the duration from the time the alert began to the end of the time period in the filter. 5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Minutes

Number of Expired Alerts

(voice, chat and e-mail)

AlertsExpiredNum

The number of expired application alerts for the time period in the filter (i.e., selected period). Threshold violation alerts N/A 5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Count

Average duration of Expired Alerts

(voice, chat and e-mail)

AlertExpiredAvgDur

The average duration of the expired application alerts for the time period in the filter (i.e., selected period). Threshold violation alerts N/A 5 Min (rolling/sliding),

30 Min (since start of current half-hour), Today/Daily (since midnight)

Above

Minutes

This page was last modified on November 21, 2013, at 23:27.

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