FA Stat Server Metrics

The following Table lists Stat Server metrics. Unlike other Genesys Reporting applications and tools, when you change the stat type in the Stat Server configuration, that does not change the corresponding source metric behavior in Advisors. The Advisors source metric definitions are stored in the GENESYS_SS_SOURCE_METRICS Platform database table. You must edit the definitions in that database table if you require an update.

Metric ID	Stat Server Metric Name	Definition	Conversion Type
1	Informiam.AverHandleStatus Time	Category=AverageTime MainMask=CallInbound, CallOutbound, AfterCallWork Objects=Agent, Place, GroupAgents, GroupPlaces RelMask=CallInbound, CallOutbound Subject=AgentStatus	None
2	Informiam.AverTalkStatusTime	Category=AverageTime MainMask=CallInbound, CallOutbound Objects=Agent, Place, GroupAgents, GroupPlaces RelMask=CallInbound, CallOutbound Subject=AgentStatus	None
3	Informiam.CallsAnswered	Category=TotalNumber MainMask= CallAnsweredInbound, CallAnsweredUnknown Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction	None
4	Informiam.CallsOffered	Category=TotalNumber MainMask=CallAnsweredInbound, CallAnsweredUnknown, CallAbandonedFromRingingInbound, CallAbandonedFromRingingUnknown Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction	None
5	Informiam.CurrAgentsLoggedIn	Category=CurrentNumber MainMask=*, ~LoggedOut, ~NotMonitored Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
6	Informiam.Current_Calls_ Inbound	Category=CurrentNumber Description=Current number of inbound calls being handled. MainMask=CallInbound Objects=Agent, GroupAgents, GroupPlaces, Place Subject=AgentStatus	None
7	Informiam.Current_Calls_Other	Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallConsult Objects=Agents, GroupAgents, GroupPlaces Subject=AgentStatus	None
8	Informiam.Current_Calls_ Outbound	Category=CurrentNumber Description=Current number of outbound calls being handled. MainMask=CallOutbound Objects=Agent, GroupAgents, GroupPlaces, Place Subject=AgentStatus	None
9	Informiam.CurrentAgentState	Category=CurrentState MainMask=* Objects=Agent Subject=AgentStatus	agentStateMapping
10	Informiam.CurrentReadyAgents	Category=CurrentNumber MainMask=*, ~NotReadyForNextCall, ~LoggedOut, ~NotMonitored Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
11	Informiam.CurrMaxCallWaiting Time	Category=CurrentMaxTime MainMask=CallWait Objects=Queue, RoutePoint, GroupQueues Subject=DNAction	None
12	Informiam.CurrNumberACW Statuses	Category=CurrentNumber MainMask=AfterCallWork Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
13	Informiam.CurrNumberHold Statuses	Category=CurrentNumber MainMask=CallOnHold Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
14	Informiam.CurrNumberNotReadyStatuses	Category=CurrentNumber MainMask=NotReadyForNextCall Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
15	Informiam.CurrNumberReady Statuses	Category=CurrentNumber MainMask=WaitForNextCall Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
16	Informiam.CurrNumberWaiting Calls	Category=CurrentNumber Description=Current Number of Calls waiting in Queue Formula=DCID MainMask=CallWait Objects=Queue, RoutePoint, GroupQueues Subject=DNAction	None
91	Informiam.CurrentNumber Handling	Category=CurrentNumber MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold, CallOutbound Objects=Agent, GroupAgents Subject=AgentStatus	None
17	Informiam.CurrTotalLoginTime	Category=CurrentContinuousTime MainMask=*, ~LoggedOut Objects=Agent Subject=AgentStatus	None
18	Informiam.Calls_Received_ Inbound	Category=TotalNumber MainMask=CallInbound Objects=Agent, Place, GroupAgents, GroupPlaces Subject=Action Media Type=Voice	None
109	Informiam.Login_Timestamp	Category=CurrentContinuousTime MainMask=*, ~LoggedOut Objects=Agent Subject=AgentStatus	Timestamp
105	Informiam.Longest_ACWCall	Category=MaxTime MainMask=AfterCallWork Objects=Agent Subject=DNAction	None
19	Informiam.LongestAvailAgent	Category=CurrentMaxTime MainMask=WaitForNextCall Objects=GroupAgents Subject=AgentStatus	None
102	Informiam.Longest_Call	Category=MaxTime MainMask=CallInbound, CallUnknown Objects=Agent Subject=DNAction	None
107	Informiam.Reason_Code	Category= CurrentStateReasons MainMask=* Objects=Agent Subject=DNAction	ReasonCode
20	Informiam.ServiceLevelAband	Category=TotalNumberInTimeRange MainMask=CallAbandoned Objects=Queue, RoutePoint, GroupQueues Subject=DNAction	None
21	Informiam.ServiceLevel Answered	Category=TotalNumberInTimeRange MainMask=CallAnswered Objects=Queue, RoutePoint, GroupQueues Subject=DNAction	None
22	Informiam.ServiceLevelCallsOnHold_Current	Category=CurrentNumberInTimeRange MainMask=CallWait Objects=Queue, RoutePoint, GroupQueues Subject=DNAction	None
23	Informiam.ServiceLevelCallsOnHold_Total	Category=TotalNumberInTimeRange MainMask=CallWait Objects=Queue, RoutePoint, GroupQueues Subject=DNAction	None
100	Informiam.Time_CurrState	Category=CurrentTime MainMask=* Objects=Agent Subject=AgentStatus	None
106	Informiam.Total_ACW_Calls_inTRange	Category=TotalNumberInTimeRange MainMask=AfterCallWork Objects=Agent Subject=DNAction	None
112	Informiam.Interactions_Processed_inTRange	Category=TotalNumberInTimeRange MainMask=CallInbound Objects=Agent Subject=Action	None
24	Informiam.Total_ACW_Time	Category=TotalTime MainMask=AfterCallWork Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction	None
90	Informiam.TotalNumberACW	Category=TotalNumber MainMask=AfterCallWork Objects=Agent, GroupAgents Subject=DNAction MediaType=voice	None
500	Informiam.Total_Inbound_ACW_Voice_Time1	Category=TotalAdjustedTime MainMask=AfterCallWorkInbound Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNStatus MediaType=voice	None
501	Informiam.Total_Outbound_ ACW_Voice_Time1	Category=TotalAdjustedTime MainMask=AfterCallWorkOutbound Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNStatus MediaType=voice	None
502	Informiam.Total_Time_Other_ ACW_Voice_Time1	Category=TotalAdjustedTime MainMask=AfterCallWorkUnknown, AfterCallWorkInternal, AfterCallWorkConsult Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNStatus MediaType=voice	None
503	Informiam.Total_All_ACW_ Voice_Time1	Category=TotalAdjustedTime MainMask=AfterCallWorkInbound, AfterCallWorkUnknown, AfterCallWorkInternal, AfterCallWorkConsult,AfterCallWork Outbound Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNStatus MediaType=voice	None
25	Informiam.Total_Calls_ Abandoned	Category=TotalNumber Description=Total number of new calls abandoned MainMask=CallAbandonedFromRingingInbound, CallAbandonedFromRingingUnknown, CallAbandonedInbound, CallAbandonedUnknown Objects=GroupQueues, Queue, RoutePoint Subject=DNAction	None
26	Informiam.Total_Calls_Answered	Category=TotalNumber Description=Total number of new calls answered Formula=DCID MainMask=CallAnsweredInbound, CallAnsweredUnknown Objects=GroupQueues, Queue, RoutePoint Subject=DNAction	None
27	Informiam.Total_Calls_Inbound	Category=TotalNumber Description=Total number of new calls distributed Formula=DCID MainMask=CallEnteredInbound, CallEnteredUnknown Objects=GroupQueues, Queue, RoutePoint Subject=DNAction	None
108	Informiam.Total_Calls_On_Hold	Category=TotalNumber MainMask=CallOnHold Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction	None
101	Informiam.Total_Calls_ Transferred	Category=TotalNumber MainMask=CallTransferMade Objects=Agent Subject=Action	None
104	Informiam.Total_Handle_Time	Category=TotalTime MainMask= CallInbound, CallInternal, CallConsult, CallUnknown, AfterCallWork Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction	None
505	Informiam.Total_Number_ Inbound_Unknown_Voice_Calls1	Category=TotalNumber MainMask=CallInbound, CallUnknown Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces Subject=DNAction MediaType=voice	None
506	Informiam.Total_Number_ Outbound_Voice_Calls1	Category=TotalNumber MainMask=CallOutbound Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces Subject=DNAction MediaType=voice	None
507	Informiam.Total_Number_ Consult_Calls1	Category=TotalNumber MainMask=CallConsult Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces Subject=DNAction	None
508	Informiam.Total_Number_ Internal_Voice_Calls1	Category=TotalNumber MainMask=CallInternal Objects=RegDN, Agent, Place, GroupAgents, GroupPlaces Subject=DNAction MediaType=voice	None
509	Informiam.Total_Inbound_ Status_Voice_Time1	Category=TotalTime MainMask=CallInbound, CallUnknown Objects=Agent, Place, GroupAgents, GroupPlaces Subject=AgentStatus MediaType=voice	None
510	Informiam.Total_Outbound_ Status_Voice_Time1	Category=TotalTime MainMask=CallOutbound Objects=Agent, Place, GroupAgents, GroupPlaces Subject=AgentStatus MediaType=voice	None
511	Informiam.Total_Consult_Status_Time1	Category=TotalTime MainMask=CallConsult Objects=Agent, Place, GroupAgents, GroupPlaces Subject=AgentStatus	None
512	Informiam.Total_Internal_Status_Voice_Time1	Category=TotalTime MainMask=CallInternal Objects=Agent, Place, GroupAgents, GroupPlaces Subject=AgentStatus MediaType=voice	None
28	Informiam.Total_Talk_Time	Category=TotalTime MainMask=CallInbound, CallUnknown, CallConsult, CallInternal Objects=Agent, Place, GroupAgents, GroupPlaces Subject=DNAction MediaType=voice	None
29	Informiam.Total_Time_To_ Answer	Category=TotalTime Description=Total time to answer MainMask=CallAnswered Objects=GroupQueues,Queue,RoutePoint Subject=DNAction	None
30	Informiam.Total_Time_To_ Answer_Agents	Category=TotalTime MainMask=OrigDNCallWait Objects= GroupAgents, GroupPlaces Subject=DNAction	None
31	Informiam.Total_Time_Waiting_Calls	Category=CurrentTime Description=Total time for calls waiting in queue MainMask=CallWait Objects=GroupQueues, Queue, RoutePoint Subject=DNAction	None
32	Informiam.Utilization	Category=RelativeTime MainMask=CallInbound, CallOutbound, AfterCallWork Objects=Agent, Place, GroupAgents, GroupPlaces RelMask=*, ~NotReadyForNextCall, ~LoggedOut Subject=AgentStatus	None
80	Informiam.Total_LoggedIn_Time	Category=TotalTime MainMask=*, ~LoggedOut, ~NotMonitored Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
306	Informiam.Total_LoggedIn_ Voice_Time	Category=TotalTime MainMask=*, ~LoggedOut, ~NotMonitored Objects=GroupAgents, GroupPlaces Subject=AgentStatus MediaType=voice	None
504	Informiam.Total_Ready_Status_ Time	Category=TotalTime MainMask=WaitForNextCall Objects=Agent, Place, GroupAgents, GroupPlaces Subject=AgentStatus	None
81	Informiam.Total_NotReady_ Time	Category=TotalTime MainMask=NotReadyForNextCall Objects=GroupAgents, GroupPlaces Subject=AgentStatus	None
89	Informiam.TotalTalkAnd HoldTime	Category=TotalTime MainMask=CallInbound, CallConsult, CallUnknown, CallInternal Objects=Agent, GroupAgents, Place, GroupPlaces Subject=DNAction MediaType=voice	None
	Informiam.TotalTime InteractionsHandled	Category=TotalTime MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold Objects=Agent, GroupAgents Subject=AgentStatus
82	Informiam.Queue_Calls_Handled	Category=TotalNumber MainMask=CallReleased Objects=Queue, GroupQueues, RoutePoint Subject=DNAction	None
83	Informiam.Queue_Talk_Time	Category=TotalTime MainMask=CallReleased Objects=Queue, GroupQueues, RoutePoint Subject=DNAction	None
84	Informiam.Queue_Handle_Time	Category=TotalTime MainMask=CallReleased, ACWCompleted Objects=Queue, GroupQueues, RoutePoint Subject=DNAction	None
85	Informiam.Queue_After_Call_ Work_Time	Category=TotalTime MainMask= ACWCompleted Objects=Queue, GroupQueues, RoutePoint Subject=DNAction	None
86	Informiam.CurrentAgent MembersLoggedIn	Category=CurrentState MainMask=LoggedIn Objects=GroupAgents Subject=DNAction	addAgentsToGroup
308	Informiam.CurrAgents _LoggedIn_Voice	Category=CurrentNumber MainMask=LoggedIn Objects=Agent, GroupAgents Subject=DNAction MediaType=voice	None
87	Informiam.Queue_Outbound_ Calls	Category=TotalNumber MainMask=CallEnteredOutbound Objects=Queue, GroupQueues, RoutePoint Subject= DNAction	None
88	Informiam.Queue_Expected_ Wait_Time	Category=ExpectedWaitTime MainMask=CallWait Objects=GroupQueues, Queue, RoutePoint RelMask=CallDistributed, CallAbandoned Subject=DNAction	None