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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:
AvgHandledCallsTime*
> AvgHandledCallsTimeTo5
CallsHandled*
> 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:
AnswerWaitTime*
> AnswerWaitTimeTo5
CallsAnswered*
> CallsAnsweredTo5
CallsHandled*
> 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: Avail*
> 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:
WorkReadyTime*
> WorkReadyTimeTo5
CallsHandled*
> 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:
WorkReadyTime*
> WorkReadyTimeTo5
ACWStatus*
> 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

AvgHandledCallsTalkTimeTo5 Average talk time in seconds for calls. Cisco ICM:

SGRT.AvgHandledCallsTalkTimeTo5

Genesys:
AvgHandledCallsTalkTime*
> AvgHandledCallsTalkTimeTo5

AvgHandledCallsTalkTimeTo5 5 Min (rolling/sliding) Seconds SUM(AvgHandledCallsTalkTimeTo5 * CallsHandledTo5) / SUM(CallsHandledTo5)

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

AvgTalkTime

AvgTalkTime

TalkAndHoldTimeTo5

CallsReceivedInternalTo5
CallsHandledTo5
CallsPartyChangedTo5

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:
TalkAndHoldTime*
> TalkAndHoldTimeTo5
CallsReceivedInternal*
> CallsReceivedInternalTo5
CallsReceivedInternal*
> CallsReceivedInternalTo5
CallsHandled*
> CallsHandledTo5
CallsPartyChanged*
> 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(CallsReceivedInternalTo5 + 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:
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

Genesys:
CallsHandled*
> 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:
Hold*
> 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:
LoggedOn*
> 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 LoggedOnVoice Number of agents logged on to voice. Cisco ICM: N/A

Genesys:
LoggedOnVoice*
> LoggedOnVoice

Cisco: N/A

Genesys: LoggedOnVoice

Point-in-Time Count Cisco: N/A

Genesys: SUM(LoggedOnVoice)

LoggedOnNet LoggedOnVoice, NotReadyVoice, NotReadyVoiceF1, NotReadyVoiceF2 The number of agents logged on to voice minus those not ready or non-productive. Cisco ICM: N/A

Genesys:
LoggedOnVoice*
> LoggedOnVoice
NotReadyVoice*
> NotReadyVoice
NotReadyVoice* + Filter1
> NotReadyVoiceF1
NotReadyVoice* + 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:
LongestAvailAgent*
> 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 NotReadyForNextCall
ACW status is AfterCallWork.

Cisco ICM:

SGRT.NotReady
SGRT.WorkNotReady
ASGRT.AgentState

Genesys:
NotReady*
> 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:
Ready*
> 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:
TalkingIn*
> 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:
TalkingIn*
> TalkingIn
TalkingOut*
> TalkingOut
TalkingOther*
> 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:
TalkingOut*
> 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

PercentUtilizationTo5 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:
PercentUtilization*/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

WorkNotReady

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 therefore =WorkReady.

Cisco ICM:

SGRT. WorkReady
SGRT. WorkNotReady

Genesys:
NotReady*
> 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
LoggedOnVoiceTimeTo5

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
TalkAndHoldTime*+Filter
> TalkAndHoldTimeF1To5
LoggedOnVoiceTime*
> 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(LoggedOnVoiceTimeTo5) * 100

If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.

 % Idle to SignOn

PctIdleSo

NotReadyVoiceTimeTo5

NotReadyVoiceTimeF1To5
NotReadyVoiceTimeF2To5
LoggedOnVoiceTimeTo5

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:
NotReadyVoiceTime*
> NotReadyVoiceTime
NotReadyVoiceTime*+Filter1
> NotReadyVoiceTimeF1
NotReadyVoiceTime*+Filter2
> NotReadyVoiceTimeF1
LoggedOnVoiceTime*
> LoggedOnVoiceTimeTo5

(NotReadyVoiceTimeTo5 - NotReadyVoiceTimeF1To5 - 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(NotReadyVoiceTimeTo5-NotReadyVoiceTimeF1To5 - NotReadyVoiceTimeF2To5) / SUM(LoggedOnVoiceTimeTo5) * 100

If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.

 % Inbound to SignOn

PctibSo

TalkAndHoldTimeTo5

WorkReaadyTimeTo5
LoggedOnVoiceTimeTo5

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

Genesys:
TalkAndHoldTime*
> TalkAndHoldTimeTo5
WorkReadyTime*
> WorkReadyTimeTo5
LoggedOnVoiceTime*
> 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(LoggedOnVoiceTimeTo5)*100

If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.

 % Ready to SignOn

PctRSo

AvailableTimeTo5

LoggedOnVoiceTimeTo5

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

Genesys:
AvailableTime*
> AvailableTimeTo5
LoggedOnVoiceTime*
> 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(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.

 % Uncontrolled Outbound to SignOn

PctUobSo

OutboundTalkTime

LoggedOnVoiceTimeTo5

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:
OutboundTalkTime*+Filter
> OutboundTalkTimeF1To5
LoggedOnVoiceTime*
> 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(LoggedOnVoiceTimeTo5)*100

If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.

 % WF-NCRMT to SignOn

PctWFncrmtSo

NotReadyVoiceTimeF2To5

LoggedOnVoiceTimeTo5

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:
NotReadyVoiceTime*+Filter
> NotReadyVoiceTimeF2To5
LoggedOnVoiceTime*
> 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(NotReadyVoiceTimeF2To5) / sum(LoggedOnVoiceTimeTo5)* 100

If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.

 % WF-RC2 to SignOn

PctWFrc2So

NotReadyVoiceTimeF1To5

LoggedOnVoiceTimeTo5

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:
NotReadyVoiceTime*
> NotReadyVoiceTimeF1To5
LoggedOnVoiceTime*
> 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(NotReadyVoiceTimeF1To5) / SUM(LoggedOnVoiceTimeTo5) * 100

If SUM(LoggedOnVoiceTimeTo5)=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:
VoiceAvail*
> 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:
TalkAndHoldTime*
> TalkAndHoldTime
WorkReadyTime*
> WorkReadyTimeTo5
CallsHandled*
> CallsHandledTo5
CallsReceivedInternal*
> CallsReceivedInternalTo5
> CallsPartyChangedTo5
CallsPartyChanged*
> 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:
TalkingIn* + Filter
> TalkingIn
TalkingOut* + Filter
> TalkingOut
TalkingOther* + 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:
TalkingIn* + Filter
> TalkingIn
TalkingOther* + 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:
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

CallsReceivedInternal* (+ Filter)
> CallsReceivedInternal(Fn)To5
CallsHandled* (+Filter)
> CallsHandled(Fn)To5
CallsPartyChanged*
> 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:
LoggedOnVoiceTime*
> 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:
NotReadyVoice*
> 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:
NotReadyVoice* + Filter1
> NotReadyVoiceF1
NotReadyVoice* + 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:
NotReadyVoice* + Filter2
> NotReadyVoiceF2
NotReadyVoice* + Filter3
> NotReadyVoiceF3

NotReadyVoiceF2+ NotReadyVoiceF3 Point in Time Count sum(NotReadyVoiceF2+ NotReadyVoiceF3)
This page was last modified on May 19, 2014, at 09:43.

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