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Agent Group Metrics, including iWD

The Genesys intelligent Workload Distribution (iWD) agent group metrics are available in CCAdv only.

Standard Agent Group Metrics

The following Table shows the list of all standard Advisors metrics retrieved for Contact Center Advisor and Workforce Advisor and maps the Advisors metrics to Stat Server metrics.

Starting in release 8.5.0, 30mins and oneday metrics are no longer enabled by default.

Metric Storage Column Source Metric Time Profile
Avail Avail Current,0
New3.png AvailableTimeTo5

Introduced in CCAdv/WA release 8.5.101.25.

AvailableTime 5 Min, Sliding
New3.png AvailableTimeHalf

Introduced in CCAdv/WA release 8.5.101.25.

AvailableTime 30 Min, Growing
New3.png AvailableTimeToday

Introduced in CCAdv/WA release 8.5.101.25.

AvailableTime OneDay, Growing
LoggedOn LoggedOn Current,0
LoggedOnTimeTo5 LoggedOnTime 5Mins,Sliding
LongestAvailAgent LongestAvailAgent Current,0
NotReady NotReady Current,0
PercentUtilizationTo5 PercentUtilization 5Mins,Sliding
Ready Ready Current,0
TalkingOther TalkingOther Current,0
TalkingOut TalkingOut Current,0
WorkReady WorkReady Current,0
WorkReadyTimeTo5
WorkReadyTime 5Mins,Sliding
WorkReadyTimeHalf WorkReadyTime 30Mins,Growing
WorkReadyTimeToday WorkReadyTime OneDay,Growing

Filtered Agent Group Metrics

The following Table shows the list of all filtered Advisors metrics retrieved for Contact Center Advisor and Workforce Advisor and maps the Advisors metrics to Stat Server metrics.

Starting in release 8.5.0, 30mins and oneday metrics are no longer enabled by default.

Metric Storage Column Source Metric Time Profile
ACWStatusTo5 ACWStatus 5Mins,Sliding
AnswerWaitTimeTo5 AnswerWaitTime 5Mins,Sliding
AvgHandledCallsTalkTimeTo5 AvgHandledCallsTalkTime 5Mins,Sliding
AvgHandledCallsTimeTo5 AvgHandledCallsTime 5Mins,Sliding
CallsAnsweredTo5 CallsAnswered 5Mins,Sliding
CallsHandledHalf CallsHandled 30Mins,Growing
CallsHandledTo5 CallsHandled Last5Mins
CallsHandledToday CallsHandled OneDay,Growing
CallsOfferedTo5 CallsOffered 5Mins,Sliding
HandlingF1 CurrentNumberHandling Current,0
Hold Hold Current,0
New3.png RetrievedCallsF16To5

Introduced in CCAdv/WA release 8.5.101.25.

Retrieved_Calls5_F16 5 Min, Sliding
New3.png RetrievedCallsF16Half

Introduced in CCAdv/WA release 8.5.101.25.

Retrieved_Calls5_F16 30 Min, Growing
New3.png RetrievedCallsF16Today

Introduced in CCAdv/WA release 8.5.101.25.

Retrieved_Calls5_F16 OneDay, Growing
TalkAndHoldTimeTo5 TalkAndHoldTime 5Mins, Sliding
New3.png TalkAndHoldTimeF16To5

Introduced in CCAdv/WA release 8.5.101.25.

TalkAndHoldTimeF16 5 Min, Sliding
New3.png TalkAndHoldTimeF16Half

Introduced in CCAdv/WA release 8.5.101.25.

TalkAndHoldTimeF16 30 Min, Growing
New3.png TalkAndHoldTimeF16Today

Introduced in CCAdv/WA release 8.5.101.25.

TalkAndHoldTimeF16 OneDay, Growing
TalkingIn TalkingIn Current,0
TalkTimeHalf TalkTime 30Mins,Growing
TalkTimeTo5 TalkTime 5Mins,Sliding
TalkTimeToday TalkTime OneDay,Growing

iWD Agent Group Metrics

Name Display Name Description Type Calculation Time Profile
WorkItemOffered Offered iWD Number of work items offered for processing. Raw WorkItemOffered Historical
WorkItemAccepted Accepted iWD Number of work items offered for processing, and accepted. Raw WorkItemAccepted Historical
WorkItemRejected Rejected iWD Number of work items offered for processing, and rejected. Raw WorkItemRejected Historical
WorkItemTerminated Terminated iWD Number of work items terminated. Raw WorkItemTerminated Historical
WorkItemProcessed Processed iWD Number of work items handled. Raw WorkItemProcessed Historical
WorkItemTimedOut Timed Out iWD Number of work items that were accepted, pulled, or created and subsequently revoked because of prolonged non activity. For e-mail interactions, this stat type excludes revoked e-mail interactions that were rejected by the agent and includes interactions that timed out as not accepted while delivering. Raw WorkItemTimedOut Historical
WorkItemTransfersMade Transfers Made iWD Number of work item transfers. Raw WorkItemTransfersMade Historical
WorkItemProcessingTime Processing Time iWD Amount of time that work items either were in processing at the beginning of the reporting interval and finished processing within the same reporting interval or started processing within the reporting interval and finished processing within the same reporting interval. Raw WorkItemProcessingTime Historical
WorkItemAverage
ProcessingTime
Avg Processing Time iWD Average amount of time spent handling work items interactions. Calculated WorkItemProcessingTime/

NULLIF(WorkItemProcessed,0)

Historical

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This page was last modified on July 5, 2018, at 11:53.