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FA Stat Server Metrics

The following Table lists the Genesys statistic definitions used by the default (out-of-box) metrics. You can also view these in the Source Metric Manager in the Administration module. Visibility of the Source Metric Manager is controlled by role-based access control privileges.

Metric ID Stat Server Metric Name Definition Conversion Type
1 AvgHandledCallsTime Category=AverageTime

Main Mask=CallInbound, CallOutbound, AfterCallWork
Objects=Agent, Place, GroupAgents, GroupPlaces
Relative Mask=CallInbound, CallOutbound
Subject=DNAction
MediaType=Voice

None
2 AvgHandledCallsTalkTime Category=AverageTime

Main Mask=CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Relative Mask=CallInbound, CallOutbound
Subject=DNStatus
MediaType=Voice

None
3 CallsAnswered Category=TotalNumber

MainMask= CallAnsweredInbound, CallAnsweredUnknown
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=Voice

None
4 CallsOffered Category=TotalNumber

MainMask=CallAnsweredInbound, CallAnsweredUnknown, CallAbandonedFromRingingInbound, CallAbandonedFromRingingUnknown
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=Voice

None
5 LoggedOn Category=CurrentNumber

MainMask=*, ~LoggedOut, ~NotMonitored
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
6 TalkingIn Category=CurrentNumber

Description=Current number of inbound calls being handled.
MainMask=CallInbound
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=DNStatus
MediaType=Voice

None
7 TalkingOther Category=CurrentNumber

MainMask=CallUnknown, CallInternal, CallConsult
Objects=Agents, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=Voice

None
8 TalkingOut Category=CurrentNumber

Description=Current number of outbound calls being handled.
MainMask=CallOutbound
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=DNStatus
MediaType=Voice

None
9 AgentState Description=Current State

Category=CurrentState
MainMask=*
Objects=Agent
Subject=AgentStatus

agentStateMapping
10 Ready Category=CurrentNumber

MainMask=*, ~NotReadyForNextCall, ~LoggedOut, ~NotMonitored
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
11 LongestCallQueue Category=CurrentMaxTime

MainMask=CallWait
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
MediaType=Voice

None
12 WorkReady Category=CurrentNumber

MainMask=AfterCallWork
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
13 Hold Category=CurrentNumber

MainMask=CallOnHold
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
14 NotReady Category=CurrentNumber

MainMask=NotReadyForNextCall
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
15 Avail Category=CurrentNumber

MainMask=WaitForNextCall
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
16 CallsQNow Category=CurrentNumber

Description=Current Number of Calls waiting in Queue
Formula=DCID
MainMask=CallWait
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
MediaType=Voice

None

17

NOTE: Replaces metric ID #109 starting in release 8.5.0

DateTimeLogin Description=Login Time

Category=CurrentContinuousTime
MainMask=*, ~LoggedOut
Objects=Agent
Subject=AgentStatus

None
18 CallsHandled Description=Calls Handled

Category=TotalNumber
MainMask=CallInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Media Type=Voice

None
19 LongestAvailAgent Category=CurrentMaxTime

MainMask=WaitForNextCall
Objects=GroupAgents
Subject=AgentStatus

None
20 ServiceLevelAband Category=TotalNumberInTimeRange

MainMask=CallAbandoned
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
MediaType=Voice

None
21 ServiceLevelCalls Category=TotalNumberInTimeRange

MainMask=CallAnswered
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
MediaType=Voice

None
22 ServiceLevelCallsQHeld Category=CurrentNumberInTimeRange

MainMask=CallWait
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
MediaType=Voice

None
23 ServiceLevelCallsOnHold Category=TotalNumberInTimeRange

MainMask=CallWait
Objects=Queue, RoutePoint, GroupQueues
Subject=DNAction
MediaType=Voice

None
24 WorkReadyTime Description=Total Wrap Time

Category=TotalAdjustedTime
MainMask=AfterCallWork
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

None
25 CallsAbandQ Category=TotalNumber

Description=Total number of new calls abandoned
MainMask=CallAbandonedFromRingingInbound, CallAbandonedFromRingingUnknown, CallAbandonedInbound, CallAbandonedUnknown
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction
MediaType=Voice

None
26 CallsAnsweredQueue Category=TotalNumber

Description=Total number of new calls answered
Formula=DCID
MainMask=CallAnsweredInbound, CallAnsweredUnknown
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction
MediaType=Voice

None
27 CallsOfferedQueue Category=TotalNumber

Description=Total number of new calls distributed
Formula=DCID
MainMask=CallEnteredInbound, CallEnteredUnknown
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction
MediaType=Voice

None
28 TalkTime Description=Total Talk Time

Category=TotalTime
MainMask=CallInbound, CallUnknown, CallConsult, CallInternal
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

None
29 AnswerWaitTimeQueue Category=TotalTime

Description=Total time to answer
MainMask=CallAnswered
Objects=GroupQueues,Queue,RoutePoint
Subject=DNAction
MediaType=Voice

None
30 AnswerWaitTime Category=TotalTime

MainMask=CallWait
Objects= GroupAgents, GroupPlaces
Subject=DNAction
MediaType=Voice

None
31 CallsQNowTime Category=CurrentTime

MainMask=CallWait
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction
MediaType=Voice

None
32 PercentUtilization Category=RelativeTimePercentage

MainMask=CallInbound, CallOutbound, AfterCallWork
Objects=Agent, Place, GroupAgents, GroupPlaces
RelMask=*, ~NotReadyForNextCall
Subject=DNStatus
MediaType=Voice

None
33 EmailAccepted Category=TotalNumber

MainMask=CallAnswered
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

34 EmailHandleTime Category=TotalTime

MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

35 EmailHandled Category=TotalNumber

MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

38 EmailOffered Category=TotalNumber

MainMask=RingingStarted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

39 EmailRejected Category=TotalNumber

MainMask=CallAbandonedFromRinging
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

41 EmailInboundStopped Category=TotalNumber

MainMask=PlaceholderForInteractionStopped3
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

42 EmailTimedOut Category=TotalNumber

MainMask=PlaceholderForRevoking
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

43 EmailTransfers Category=TotalNumber

MainMask=CallTransferMade
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

44 EmailInProcess Category=CurrentNumber

MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

47 ChatAccepted Category=TotalNumber

MainMask=CallAnswered
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

48 ChatInboundStopped Category=TotalNumber

MainMask=PlaceholderForInteractionStopped3
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

49 ChatInProcess Category=CurrentNumber

MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

50 ChatHandled Category=TotalNumber

MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

51 ChatHandleTime Category=TotalTime

MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

53 ChatOffered Category=TotalNumber

MainMask=RingingStarted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

54 ChatRejected Category=TotalNumber

MainMask=CallAbandonedFromRinging
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

56 ChatTimedOut Category=TotalNumber

MainMask=PlaceholderForRevoking
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

60 ChatTransfers Category=TotalNumber

MainMask=CallTransferMade
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

80 LoggedOnTime Category=TotalTime

Description=Total LoggedIn Time
MainMask=*, ~LoggedOut, ~NotMonitored
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

None
81 NotReadyTime Category=TotalTime

Description=Total Not Ready Status Time
MainMask=NotReadyForNextCall
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus

None
82 CallsHandledQueue Category=TotalNumber

MainMask=CallReleased
Objects=Queue, GroupQueues, RoutePoint
Subject=DNAction
MediaType=Voice

None
83 TalkTimeQueue Category=TotalTime

MainMask=CallReleased
Objects=Queue, GroupQueues, RoutePoint
Subject=DNAction

None
84 HandleTime Category=TotalTime

MainMask=CallReleased, ACWCompleted
Objects=Queue, GroupQueues, RoutePoint
Subject=DNAction

None
85 ACWTime Category=TotalTime

MainMask= ACWCompleted
Objects=Queue, GroupQueues, RoutePoint
Subject=DNAction

None
86 VoiceAvail Category=CurrentTargetState

MainMask=*
Objects=GroupAgents, Agent
Subject=AgentStatus

addAgentsToGroup
87 CallsOut Category=TotalNumber

MainMask=CallEnteredOutbound
Objects=Queue, GroupQueues, RoutePoint
Subject= DNAction

None
88 ExpectedDelay Category=EstimWaitingTime

MainMask=CallWait
Objects=GroupQueues, Queue, RoutePoint
RelMask=CallDistributed, CallAbandoned
Subject=DNAction

None
89 TalkAndHoldTime Category=TotalTime

MainMask=CallInbound, CallConsult, CallUnknown, CallInternal
Objects=Agent, GroupAgents
Subject=DNAction
MediaType=voice

None
90 ACWStatus Category=TotalNumber

MainMask=AfterCallWork
Objects=Agent, GroupAgents
Subject=DNAction
MediaType=voice

None
91 CurrentNumberHandling Category=CurrentNumber

MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold, CallOutbound
Objects=Agent, GroupAgents
Subject=AgentStatus

None
92 TotalTimeInteractionsHandled Category=TotalTime

MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold
Objects=Agent, GroupAgents
Subject=AgentStatus

None
100 TimeInCurrState Category=CurrentTime

MainMask=*
Objects=Agent
Subject=AgentStatus

None
101 TotalCallsTransferred Category=TotalNumber

MainMask=CallTransferMade
Objects=Agent
Subject=DNAction

None
102 LongestCall Category=MaxTime

MainMask=CallInbound, CallUnknown
Objects=Agent
Subject=DNAction

None
104 TotalHandleTime Category=TotalTime

MainMask= CallInbound, CallInternal, CallConsult, CallUnknown, AfterCallWork
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

None
105 LongestACW Category=MaxTime

MainMask=AfterCallWork
Objects=Agent
Subject=DNAction

None
106 WrappedCallsInTRange Category=TotalNumberInTimeRange

MainMask=AfterCallWork
Objects=Agent
Subject=DNAction

None
107 ReasonCode Category= CurrentStateReasons

MainMask=*
Objects=Agent
Subject=DNAction

ReasonCode
108 CallsOnHold Category=TotalNumber

MainMask=CallOnHold
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

None

109

NOTE: Replaced by metric ID #17 starting in release 8.5.0.

Informiam.Login_Timestamp Category=CurrentContinuousTime

MainMask=*, ~LoggedOut
Objects=Agent
Subject=AgentStatus

Timestamp
112 CallsHandledInTRange Category=TotalNumberInTimeRange

MainMask=CallInbound
Objects=Agent
Subject=DNAction

None
306 LoggedOnVoiceTime Category=TotalTime

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

None
308 LoggedOnVoice Category=CurrentNumber

MainMask=LoggedIn
Objects=Agent, GroupAgents
Subject=DNAction
MediaType=voice

None
500 InboundACWVoiceTime Category=TotalAdjustedTime

Description=Total Time Inbound ACW
MainMask=AfterCallWorkInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

None
501 OutboundACWVoiceTime Category=TotalAdjustedTime

Description=Total Time Outbound ACW
MainMask=AfterCallWorkOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

None
502 OtherACWVoiceTime Category=TotalAdjustedTime

Description=Total Time Other ACW
MainMask=AfterCallWorkUnknown, AfterCallWorkInternal, AfterCallWorkConsult
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

None
503 AllACWVoiceTime Category=TotalAdjustedTime

Description=Total Time All ACW
MainMask=AfterCallWorkInbound, AfterCallWorkUnknown, AfterCallWorkInternal, AfterCallWorkConsult, AfterCallWorkOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

None
504 ReadyTime Category=TotalTime

Description=Total Ready Status Time
MainMask=WaitForNextCall
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus

None
505 InboundUnknownVoiceCalls Category=TotalNumber

Description=Total Number Inbound Calls
MainMask=CallInbound, CallUnknown
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=voice

None
506 OutboundVoiceCalls Category=TotalNumber

Description=Total Number Outbound Calls
MainMask=CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=voice

None
507 ConsultCalls Category=TotalNumber

Description=Total Number Consult Calls
MainMask=CallConsult
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

None
508 InternalVoiceCalls Category=TotalNumber

Description=Total Number Internal Calls
MainMask=CallInternal
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=voice

None
509 InboundVoiceStatusTime Category=TotalTime

Description=Total Inbound Status Time
MainMask=CallInbound, CallUnknown
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus
MediaType=voice

None
510 OutboundVoiceStatusTime Category=TotalTime

Description=Total Outbound Status Time
MainMask=CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus
MediaType=voice

None
511 ConsultStatusTime Category=TotalTime

Description=Total Consult Status Time
MainMask=CallConsult
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus

None
512 InternalVoiceStatusTime Category=TotalTime

Description=Total Internal Status Time
MainMask=CallInternal
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus
MediaType=voice

None
This page was last modified on May 18, 2014, at 22:02.

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