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