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Agent Group Voice Metrics

The following Table lists Agent Group voice metrics.

Name/Internal Name Description/Notes Source Metric Mapping > Advisor Metric Definition Individual Agent Group Interval/Time Profile Unit Totals and Averages
AHT

S_AHT

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

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

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

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
WorkNotReady
TimeTo5 is always 0.

(WorkReadyTimeTo5 + WorkNotReadyTime
To5) / CallsHandledTo5

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

5 Min (rolling/sliding) Seconds SUM(WorkReady
Time + WorkNotReady
TimeTo5)/ SUM(CallsHandledTo5)


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

AvgAcwTime

AvgAcwTime

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

Average talk time in seconds for calls. Cisco ICM:

SGRT.AvgHandledCalls
TalkTimeTo5

Genesys:
AvgHandledCallsTalkTime*
> AvgHandledCalls
TalkTimeTo5

AvgHandledCalls
TalkTimeTo5
5 Min (rolling/sliding) Seconds SUM(AvgHandledCalls
TalkTimeTo5 * CallsHandledTo5) / SUM(CallsHandledTo5)

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

AvgTalkTime

AvgTalkTime

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 / (CallsReceived
InternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If CallsReceived
InternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5 = 0, the metric value is shown as N/A.

5 Min (rolling/sliding) Seconds SUM(TalkAndHold
TimeTo5) / SUM(CallsReceived
InternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If SUM(CallsReceived
InternalTo5 + 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

Number of calls offered. Cisco ICM:

SGRT.CallsOfferedTo5

Genesys:
CallsOffered*
> CallsOfferedTo5

CallsOfferedTo5 5 Min (rolling/sliding) Count sum(CallsOfferedTo5)
New3.png Completed Calls

Completed Calls[FILTERn]
Previously called Retrieved calls[FILTERn].
Re-named in release 8.5.101.25.

Rtr and RtrFn where Fn is {F1,F2...F16}

Notes:
Fn refers to filter placeholders. If you plan to use a filtered source metric as an operand of a report metric, then the filter must be registered in Genesys Configuration Server with the name Fn and the definition of your choice.

Only Completed Calls (Rtr) with no filter and Completed Calls FILTER16 (RtrF16) with the F16 filter placeholder are available in WA. See Filter Placeholders F1 ... F16 for Metrics for information about configuring the filter placeholder.

There are multiple Completed Calls metrics in CCAdv: Completed Calls (Rtr) with no filter + 16 Completed Calls FILTERn (RtrFn) metrics with filter placeholders.

Number of calls answered by the selected group. The counter is incremented once the call is completed. Genesys Agent Groups

CallsReceivedInternal* (+ Filter)
> CallsReceivedInternal(Fn)To5
CallsHandled* (+Filter)
> CallsHandled(Fn)To5
CallsPartyChanged*
> CallsPartyChanged(Fn)To5

CallsReceivedInternal(Fn) + CallsHandled(Fn) – CallsPartyChanged(Fn) 5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Count SUM(CallsReceived
Internal(Fn) + CallsHandled(Fn) – CallsPartyChanged(Fn))
DateTime Not displayed.

The date and time that this data last updated. Used to calculate longest queue and longest available agent.

Handled

Ha

Number of calls handled. Cisco ICM:

SGRT.CallsHandledTo5

Genesys:
CallsHandled*
> CallsHandledTo5

CallsHandledTo5 5 Min (rolling/sliding) Count sum(CallsHandledTo5)
Hold

H

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

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 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 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

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

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

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

Number of calls currently queued.

Notes:
Not returned in Genesys

Cisco ICM:

ASGRT.CallsQueuedNow

Genesys: N/A

CallsQueuedNow Count SUM(CallsQueuedNow)
Ready

R

Number of agents in the Ready state.

Notes:
Any status except:

  • NotReadyFor
    NextCall
  • 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

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

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

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).

Total Ready Time

AvT

Total time in seconds during the corresponding interval when the logged on agents were in a NOT ACTIVE state waiting for the next call. Genesys:

AvailableTime*
> AvailableTimeTo5
AvailableTime*
> AvailableTimeHalf
AvailableTime*
> AvailableTimeToday

AvailableTime 5 Min sliding or 30 Min growing Count SUM(AvailableTime)
  • If the agent group originates from a CISCO source, the agent group metric displays "-".
  • If 5 Min is selected as the agent group metric time profile, the associated contact group metric displays "-".
Util%

U

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

PercentUtilization
To5 ∗ 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

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

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 + OutboundTalkTimeF1
To5) / SUM(LoggedOnVoice
TimeTo5) ∗ 100

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

 % Idle to SignOn

PctIdleSo

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

(NotReadyVoice
TimeTo5 - NotReadyVoice
TimeF1To5 - NotReadyVoice
TimeF2To5) / LoggedOnVoice
TimeTo5 * 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(NotReadyVoice
TimeTo5 - NotReadyVoice
TimeF1To5 - NotReadyVoice
TimeF2To5) / SUM(LoggedOnVoice
TimeTo5) * 100

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

 % Inbound to SignOn

PctibSo

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) / LoggedOnVoiceTime
To5,0) * 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(LoggedOnVoice
TimeTo5) * 100

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

 % Ready to SignOn

PctRSo

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 / LoggedOnVoice
TimeTo5 * 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(LoggedOnVoice
TimeTo5) * 100

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

 % Uncontrolled Outbound to SignOn

PctUobSo

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

OutboundTalkTime
F1To5 / LoggedOnVoice
TimeTo5 * 100

If LoggedOnVoice
TimeTo5 = 0, the metric value is shown as N/A.

5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Percent SUM(OutboundTalkTime
F1To5) / SUM(LoggedOnVoice
TimeTo5) * 100

If SUM(LoggedOnVoice
TimeTo5) = 0, the metric value is shown as N/A.

 % WF-NCRMT to SignOn

PctWFncrmtSo

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(NotReadyVoice
TimeF2To5) / sum(LoggedOnVoice
TimeTo5) * 100

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

 % WF-RC2 to SignOn

PctWFrc2So

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

NotReadyVoice
TimeF1To5 / LoggedOnVoice
TimeTo5 * 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(NotReadyVoice
TimeF1To5) / SUM(LoggedOnVoice
TimeTo5) * 100

If SUM(LoggedOnVoice
TimeTo5) = 0, the metric value is shown as N/A.

AvailVoice 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

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) / (CallsReceivedInternal
To5 + CallsHandledTo5 - CallsPartyChangedTo5)

If (CallsReceived
InternalTo5 + 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(TalkAndHold
TimeTo5 + WorkReadyTimeTo5) / SUM(CallsReceived
InternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)

If SUM(CallsReceived
InternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) = 0, the metric value is shown as N/A.

New3.png CHT-P [FILTER16]

See Filter Placeholders F1 ... F16 for Metrics for information about configuring the filter placeholder.
Introduced in release 8.5.101.25.

CHT_PF16

Average time in seconds spent handling calls. Handle time includes talk time, after-call work, and hold. Includes finished and unfinished calls. Genesys:

TalkAndHoldTime*
> TalkAndHoldTimeF16To5
WorkReadyTime*
> WorkReadyTimeTo5
RetrievedCallsF16*
> RetrievedCallsF16To5

(TlkHldTF16 + WRT) / RetrievedCallsF16 30 Min, Growing Seconds SUM(TlkHldTF16 + WRT) / SUM(RetrievedCallsF16)
  • If the agent group originates from a CISCO source, the agent group metric displays "-".
  • If 5 Min is selected as the agent group metric time profile, the associated contact group metric displays "-".
Handling Campaign Calls

HCpgn

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

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

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]

New3.png This Retrieved Calls[FILTERn] metric was re-named to Completed Calls[FILTERn] beginning with release 8.5.101.25. At the same time, a new metric called Retrieved Calls was introduced; see Retrieved Calls.

New3.png Retrieved Calls

Retrieved Calls[FILTER16]
Introduced in release 8.5.101.25.

RetrievedCalls
RetrievedCallsF16

Number of retrieved calls for the agent group for the selected interval. The counter is incremented once a call is answered. Genesys:

RetrievedCallsF16* > RetrievedCallsF16To5
RetrievedCallsF16* > RetrievedCallsF16Half
RetrievedCallsF16* > RetrievedCallsF16Today

RetrievedCallsF16 5 Min sliding or 30 Min growing Count SUM(RetrievedCallsF16)
  • If the agent group originates from a CISCO source, the agent group metric displays "-".
  • If 5 Min is selected as the agent group metric time profile, the associated contact group metric displays "-".
SignOn

So

Total time spent logged on to voice. Cisco ICM: N/A

Genesys:
LoggedOnVoiceTime*
> LoggedOnVoiceTimeTo5

LoggedOnVoiceTime
To5
5 Min (rolling/sliding)

30 Min (since start of current half-hour)

Minutes sum(LoggedOnVoice
TimeTo5)
NotReady (CRMT)

NRcrmt

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

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

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)

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