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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
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
312 Informiam.TotalCalls_Cleared Category=TotalNumber

Description=Number of calls that cannot be distributed, because the queue is full.
MainMask=CallCleared
Objects=Queue, GroupQueue
Subject=DNAction

None
313 Informiam.TotalCalls_Entered Category=TotalNumber

MainMask=CallEntered
Objects=Queue, GroupQueue
Subject=DNAction
MediaType=Voice

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
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=*, ~NotMonitored
Objects=Agents, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

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
This page was last modified on September 16, 2013, at 19:51.

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