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CCAdv/WA 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 Source Metric Definition
1 AvgHandledCallsTime Category=AverageTime

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

2 AvgHandledCallsTalkTime Category=AverageTime

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

3 CallsAnswered Category=TotalNumber

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

4 CallsOffered Category=TotalNumber

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

5 LoggedOn Category=CurrentNumber

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

6 TalkingIn Category=CurrentNumber

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

7 TalkingOther Category=CurrentNumber

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

8 TalkingOut Category=CurrentNumber

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

9 AgentState Description=Current State

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

10 Ready Category=CurrentNumber

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

11 LongestCallQueue Category=CurrentMaxTime

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

12 WorkReady Category=CurrentNumber

MainMask=AfterCallWork
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

13 Hold Category=CurrentNumber

MainMask=CallOnHold
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

14 NotReady Category=CurrentNumber

MainMask=NotReadyForNextCall
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

15 Avail Category=CurrentNumber

MainMask=WaitForNextCall
Objects=GroupAgents, GroupPlaces
Subject=AgentStatus

16 CallsQNow Category=CurrentNumber

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

17 DateTimeLogin Description=Login Time

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

18 CallsHandled Description=Calls Handled

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

19 LongestAvailAgent Category=CurrentMaxTime

MainMask=WaitForNextCall
Objects=GroupAgents
Subject=AgentStatus

20 ServiceLevelAband Category=TotalNumberInTimeRange

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

21 ServiceLevelCalls Category=TotalNumberInTimeRange

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

22 ServiceLevelCallsQHeld Category=CurrentNumberInTimeRange

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

23 ServiceLevelCallsOnHold Category=TotalNumberInTimeRange

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

24 WorkReadyTime Description=Total Wrap Time

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

25 CallsAbandQ Category=TotalNumber

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

26 CallsAnsweredQueue Category=TotalNumber

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

27 CallsOfferedQueue Category=TotalNumber

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

28 TalkTime Description=Total Talk Time

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

29 AnswerWaitTimeQueue Category=TotalTime

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

30 AnswerWaitTime Category=TotalTime

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

31 CallsQNowTime Category=CurrentTime

Description=Total time calls in queue have been in queue
MainMask=CallWait
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction
MediaType=Voice

32 PercentUtilization Category=RelativeTimePercentage

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

80 LoggedOnTime Category=TotalTime

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

81 NotReadyTime Category=TotalTime

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

82 CallsHandledQueue Category=TotalNumber

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

83 TalkTimeQueue Category=TotalTime

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

84 HandleTime Category=TotalTime

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

85 ACWTime Category=TotalTime

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

86 VoiceAvail Category=CurrentTargetState

MainMask=*
Objects=GroupAgents, Agent
Subject=AgentStatus

87 CallsOut Category=TotalNumber

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

88 ExpectedDelay Category=EstimWaitingTime

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

89 TalkAndHoldTime Category=TotalTime

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

90 ACWStatus Category=TotalNumber

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

91 CurrentNumberHandling Category=CurrentNumber

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

92 TotalTimeInteractionsHandled Category=TotalTime

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

100 TimeInCurrState Category=CurrentTime

MainMask=*
Objects=Agent
Subject=AgentStatus

101 TotalCallsTransferred Category=TotalNumber

MainMask=CallTransferMade
Objects=Agent
Subject=DNAction

102 LongestCall Category=MaxTime

MainMask=CallInbound, CallUnknown
Objects=Agent
Subject=DNAction

104 TotalHandleTime Category=TotalTime

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

105 LongestACW Category=MaxTime

MainMask=AfterCallWork
Objects=Agent
Subject=DNAction

106 WrappedCallsInTRange Category=TotalNumberInTimeRange

MainMask=AfterCallWork
Objects=Agent
Subject=DNAction

107 ReasonCode Category= CurrentStateReasons

MainMask=*
Objects=Agent
Subject=DNAction

108 CallsOnHold Category=TotalNumber

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

112 CallsHandledInTRange Category=TotalNumberInTimeRange

MainMask=CallInbound
Objects=Agent
Subject=DNAction

306 LoggedOnVoiceTime Category=TotalTime

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

308 LoggedOnVoice Category=CurrentNumber

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

312 CallsCleared Category=TotalNumber

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

313 CallsEntered Category=TotalNumber

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

New3.png 6001 CampAnswers Category=TotalNumber

MainMask=DialAnswer
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6002 CampDialMade Category=TotalNumber

MainMask=DialMade
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6003 CampNoAnswer Category=TotalNumber

MainMask=DialNoAnswer
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6004 CampCallbacksCompleted Category=TotalNumber

MainMask=CallbackCompleted
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6005 CampCallbacksMissed Category=TotalNumber

MainMask=CallbackMissed
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6006 CampCallbacksScheduled Category=TotalNumber

MainMask=CallbackScheduled
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6007 CampPersonalCallbacksCompleted Category=TotalNumber

MainMask=PersonalCallbackCompleted
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6008 CampPersonalCallbacksMissed Category=TotalNumber

MainMask=PersonalCallbackMissed
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6009 CampPersonalCallbacksScheduled Category=TotalNumber

MainMask=PersonalCallbackScheduled
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6010 CampRecordsCompleted Category=TotalNumber

MainMask=LeadProcessed
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6011 CampAnsweringMachine Category=TotalNumber

MainMask=DialAnswMachine
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6012 CampDialDropped Category=TotalNumber

MainMask=DialDropped
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6013 CampDialAbandoned Category=TotalNumber

MainMask=DialAbandoned
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6014 CampDialBusy Category=TotalNumber

MainMask=DialBusy
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6015 CampMobilbox Category=TotalNumber

MainMask=DialGeneralError
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6019 CampFaxDetected Category=TotalNumber

MainMask=DialFaxDetected
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

New3.png 6020 CampSITDetected Category=TotalNumber

MainMask=DialSITDetected
Objects=CallingList, Campaign, CampaignCallingList
Subject=CampaignAction

This page was last modified on May 19, 2014, at 09:46.

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