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CCAdv Application Voice, Alert, and iWD Application Metrics

This page lists all the CCAdv application voice and alert metrics, as well as the Genesys intelligent Workload Distribution (iWD) interaction queue metrics for CCAdv.

CCAdv Application Voice and Alert Metrics

The following Table lists Contact Center Advisor application voice and alert metrics.

Name/Internal Name Description Source Type Source Metric Mapping Definition (Formula) Period/Time Profile Threshold Type/Unit
Abandoned/

Cabn

Number of calls abandoned while in queue or ringing. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsAbandQ > RouterCallsAbandQ Cisco Services:

CallsAbandQTo5
CallsAbandQHalf
CallsAbandQToday

Genesys/Cisco Call Types:
RouterCallsAbandQTo5
RouterCallsAbandQHalf
RouterCallsAbandQToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Count

New3.png Abandoned Quote/

CampAbandonedQuote

Percent of dialing attempts with a call result of Abandon. Campaign abandoned statistics pertain to a specified campaign or to a specified calling list. Genesys Queues CampDialMade > M6002

CampDialAbandoned > M6013

100 * (CampDialAbandonedTo5/CampDialMadeTo5)

100 * (CampDialAbandonedHalf/CampDialMadeHalf)
100 * (CampDialAbandonedToday/CampDialMadeToday)

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Percent

New3.png Abandoned/

CampDialAbandoned

The total number of dialing attempts with a call result of "Abandon". Campaign abandoned statistics pertain to a specified campaign or to a specified calling list. Genesys Queues CampDialAbandoned > M6013 CampDialAbandonedTo5

CampDialAbandonedHalf
CampDialAbandonedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

Abandoned %/

AbnPct

Percentage of calls abandoned while in queue or ringing. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsAbandQ > RouterCallsAbandQ

CallsOfferedQueue > CallsOffered

Cisco Services:

100*(CallsAbandQTo5/ CallsOfferedTo5)
100*(CallsAbandQHalf/ CallsOfferedHalf)
100*(CallsAbandQToday/ CallsOfferedToday)

Genesys/Cisco Call Types:
100*(RouterCallsAbandQTo5/ CallsOfferedTo5)
100*(RouterCallsAbandQHalf / CallsOfferedHalf)
100*(RouterCallsAbandQToday/ CallsOfferedToday)

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Percent

Acc%/

APCT

Accessibility % is a productivity metric that compares the total calls offered to answered. Calculated, Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsAnsweredQueue > CallsAnswered

CallsOfferedQueue > CallsOffered

100*(CallsAnsweredTo5 / CallsOfferedTo5)

100*(CallsAnsweredHalf / CallsOfferedHalf)
100*(CallsAnsweredToday / CallsOfferedToday)

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Below

Percent

Ans/

CA

Number of inbound calls answered by agents. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsAnsweredQueue > CallsAnswered CallsAnsweredTo5

CallsAnsweredHalf
CallsAnsweredToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) N/A

Count

AnsPlusAband/

CaPlsCabn

Sum of the calls answered and abandoned. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsAnsweredQueue > CallsAnswered

CallsAbandQ > RouterCallsAbandQ

Cisco Services:

CallsAnsweredTo5+ CallsAbandQTo5
CallsAnsweredHalf+ CallsAbandQHalf
CallsAnsweredToday+ CallsAbandQToday

Genesys/Cisco Call Types:
CallsAnsweredTo5 + RouterCallsAbandQTo5
CallsAnsweredHalf + RouterCallsAbandQHalf
CallsAnsweredToday + RouterCallsAbandQToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Count

New3.png Answer Machine/

CampAnsweringMachine

The total number of unsuccessful dialing attempts initiated by a Campaign. Manager with a call result of "Answering Machine Detected"; that is, the Campaign Manager dropped the call because an answering machine was detected on the called party’s side. Genesys Queues CampAnsweringMachine > M6011 CampAnswering
MachineTo5

CampAnswering
MachineHalf
CampAnswering
MachineToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Answers/

CampAnswers

The total number of dialing attempts initiated by a Campaign Manager with a call result of Answer (when a call is answered by a human voice). In some contact centers, the call result can also mean Right Party Contacted; that is, the call is answered by a live person who is not the Wrong Party. Genesys Queues CampAnswers > M6001 CampAnswersTo5

CampAnswersHalf
CampAnswersToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

Available/

AA

The number of agents currently in the ready state. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups CurrentAgentState (= 115) Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState=

CISCO: 3 ("Ready") or
Genesys: 115 ("WaitForNextCall")

Point in Time Above

Count

AvailVoice/

VoiceAA

The number of agents currently ready and waiting for next voice interaction. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups VoiceAvail > AgentVoiceReady Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently ready for voice interactions.

Genesys: AgentVoiceReady = 1
CISCO: AgentState = 3

Point in Time Above

Count

Available%/

AvailPCT

Percentage of available agents over staffed. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups AA (Available): AgentState=115 (WaitForNextCall)

STF (Staffed): AgentState <>116(LoggedOut) and AgentState <>101(NotMonitored) and AgentState <>102(Monitored)

AA/STF *100 Point in Time Above

Percent

Average After Call Work (AvgACW)/

AvgACW

Average time in seconds spent on after-call work including entering data, filling out forms and making outbound calls necessary to complete the transaction. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues ACWTime > ACWTime

CallsHandledQueue > CallsHandled

Cisco: (HandleTimeTo5 - TalkTimeTo5 - HoldTimeTo5) / CallsHandledTo5 (HandleTimeHalf - TalkTimeHalf - HoldTimeHalf) / CallsHandledHalf (HandleTimeToday - TalkTimeToday - HoldTimeToday) / CallsHandledToday

Genesys: For all unique agent groups related to the application(s) in scope:
ACWTimeTo5 / CallsHandledTo5
ACWTimeHalf / CallsHandledHalf
ACWTimeToday / CallsHandledToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Seconds

Average Delay (AvgDly)/

AvgDL

Average delay in seconds for calls currently in queue. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsQNowTime > RouterCallsQNowTime

CallsQNow > RouterCallsQNow

Cisco Services: CallsQNowTime/CallsQNow at any level

Genesys/Cisco Call Types: RouterCallsQNow/RouterCallsQNowTime

Point in Time Above

Seconds

Average Handle Time (AHT)/

AHT

Average handle time in seconds for calls. Cisco ICM Services, Call Types, Cisco Services, Cisco Call Types

Genesys Virtual Queues, Genesys Queues

HandleTime > HandleTime

CallsHandledQueue > CallsHandled

HandleTimeTo5 /CallsHandledTo5

HandleTimeHalf /CallsHandledHalf
HandleTimeToday /CallsHandledToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Seconds

Average Speed to Answer (ASA)/

ASA

Average answer wait time in seconds for calls offered Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues AnswerWaitTimeQueue > AnswerWaitTime

CallsAnsweredQueue > CallsAnswered

AnswerWaitTimeTo5 / CallsAnsweredTo5

AnswerWaitTimeHalf / CallsAnsweredHalf
AnswerWaitTimeToday / CallsAnsweredToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Seconds

Average Talk Time (ATT)/

ATT

Average talk time in seconds for calls. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues TalkTimeQueue > TalkTime

CallsHandledQueue > CallsHandled

TalkTimeTo5 / CallsHandledTo5

TalkTimeToHalf / CallsHandledHalf
TalkTimeToday / CallsHandledToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Seconds

New3.png Busy/

CampDialBusy

The total number of unsuccessful dialing attempts initiated by a Campaign manager with a call result of "Busy"; that is, the call does not go through because of a busy signal for the called party. Genesys Queues CampDialBusy > M6014 CampDialBusyTo5

CampDialBusyHalf
CampDialBusyTo5

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Callbacks Completed/

CampCallbacksCompleted

The total number of callbacks completed (executed). The completion of a callback only indicates that the callback was performed; it does not indicate that the callback was completed successfully. Genesys Queues CampCallbacks

Completed > M6004

CampCallbacks

CompletedTo5

CampCallbacks
CompletedHalf

CampCallbacks
CompletedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Callbacks Missed/

CampCallbacksMissed

The total number of callbacks missed. A callback is considered as “missed” if it is scheduled for a certain period of time, but for some reason the callback is not performed. A callback is missed, for example, if all outbound trunks are busy at the time of the scheduled callback, or if no agents are available at the time scheduled for the callback. Genesys Queues CampCallbacksMissed > M6005 CampCallbacks

MissedTo5

CampCallbacksMissedHalf

CampCallbacksMissedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Callbacks Scheduled/

CampCallbacksScheduled

The total number of personal callbacks scheduled. Genesys Queues CampCallbacks

Scheduled > M6006

CampCallbacks

ScheduledTo5

CampCallbacks
ScheduledHalf

CampCallbacks
ScheduledToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

Calls/

CIN

Number of incoming calls currently in progress.

NOTE: When Genesys Queues/Virtual Queues or Cisco Call Types, this is calculated from the associated unique agent/skill groups.

Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues TalkingIn > TalkingIn Cisco Services: CallsInNow

Genesys/Cisco Call Types:
For all unique agent/skill groups related to the application(s) in scope:
Sum (SGRT.TalkingIn)

Point in Time Above

Count

CallsCleared/

a_CallsCleared

Number of calls that cannot be distributed because the queue is full. These calls negatively affect reachability and service level. Genesys Virtual Queues CallsCleared > CallsCleared Cisco Services: N/A

Cisco Call Types: N/A
Genesys ACD Queues: N/A
Genesys Virtual Queues:
CallsClearedTo5
CallsClearedHalf
CallsClearedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Count

CallsProg/

CP_C

Number of inbound and outbound calls currently being handled. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues TalkingIn > TalkingIn

TalkingOut > TalkingOut

Cisco: CallsInProgress

Genesys: For all unique agent groups related to the application(s) in scope:
Sum (SGRT.TalkingIn + SGRT.TalkingOut)

Point in Time N/A

Count

DateTime/

DateTime

Date and time that this data last updated. Used to calculate longest queue and longest wait time.
New3.png Dial Made/

CampDialMade

Total number of all dialing attempts made (initiated) by a Campaign Manager with any call results. Genesys Queues CampDialMade > M6002 CampDialMadeTo5

CampDialMadeHalf
CampDialMadeToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Dropped/

CampDialDropped

The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of "Dropped". Dropped calls are those that are answered at the destination but then abandoned in the queue because no agent is available to take them. Genesys Queues CampDialDropped > M6012 CampDialDroppedTo5

CampDialDroppedHalf
CampDialDroppedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Dropped Quote/

CampDroppedQuote

Percent of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Dropped. Dropped calls are those that are answered at the destination but then abandoned in the queue because no agent is available to take them. Genesys Queues CampDialMade > M6002

CampDialDropped > M6012

100 * CampDialDroppedTo5/CampDialMadeTo5

100 * CampDialDroppedHalf/CampDialMadeHalf
100 * CampDialDroppedToday/CampDialMadeToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Percent

ExpDelay/

ED

Predicted delay in seconds for any new call added to the queue. This is valid only if no agents are available. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues ExpectedDelay > ExpectedDelay Cisco Services/Genesys Queues: ExpectedDelay

Cisco Call Types: (([CallsQNow] + 1) * ([HandleTimeTo5] / [CallsHandledTo5])) / ([STF] - [NOT_READY_APP])

Point in Time Above

Seconds

New3.png Fax/Modem/

CampFaxDetected

The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Fax Detected or Modem Detected. Genesys Queues CampFaxDetected > M6019 CampFaxDetectedTo5

CampFaxDetectedHalf
CampFaxDetectedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Hit Ratio/

CampHitRatio

The percentage of successful dialing attempts initiated by a Campaign Manager with a call result of Answer (DialAnswer)—that is, a call is answered by a human voice—relative to the number of all dialing attempts made (DialMade) during the same time period. Genesys Queues CampAnswers > M6001

CampDialMade > M6002

100 * CampAnswersTo5/CampDialMadeTo5

100 * CampAnswersHalf/CampDialMadeHalf
100 * CampAnswersToday/CampDialMadeToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Percent

Handle Time (HT)/

HT

Total handle time in seconds for calls. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues HandleTime > HandleTime HandleTimeTo5

HandleTimeHalf
HandleTimeToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Seconds

Handled/

CH

Number of calls handled. Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues CallsHandledQueue > CallsHandled CallsHandledTo5

CallsHandledHalf
CallsHandledToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) N/A

Count

Hold/Other/

Holdother

Number of agents in the Hold/Other state. Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues CurrentAgentState (= 110) Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState=

CISCO: 10 ("Calls On Hold") or Genesys: 110 ("CallOnHold")

Point in Time Above

Count

LongAvail/

LAA

Time in seconds that the currently longest available agent has been available. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues LongestAvailAgent > LongestAvailAgent Cisco: DateTime – LongestAvailAgent

Genesys: For all unique agent groups related to the application(s) in scope:
Max (DateTime – LongestAvailAgent))

Point in Time Above

Seconds

LongQueue/

LCQ

Time in seconds that the currently longest (oldest) call has been in queue. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues LongestCallQueue > LongestCallQ Cisco Services:

DateTime – LongestCallQ (ICM calculates LongestCallQ to the end of the five-minute period.)

Genesys/Cisco Call Types:
DateTime – RouterLongestCallQ

Point in Time Above

Seconds

New3.png No Answer/

CampNoAnswer

The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of "No Answer". Genesys Queues CampNoAnswer > M6003 CampNoAnswerTo5

CampNoAnswerHalf
CampNoAnswerToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

NotReady/

NOT_READY_APP

Count of the agents unavailable to take a call, either because they are performing after-call work that leaves them in the not ready upon completion state, or because they are in the not ready state (with or without a reason code). Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues CurrentAgentState (=113) Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState=

CISCO: 2 ("Not Ready") or 5 ("Work Not Ready")
Genesys: 113 ("NotReadyForNextCall")

Point in Time Above

Count

Offer/

COf

Number of incoming and internal calls offered to this application during the period. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsOfferedQueue > CallsOffered CallsOfferedTo5

CallsOfferedHalf
CallsOfferedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) N/A

Count

Outbound/

COT

Number of outbound calls by agents. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsOut > CallsOut CallsOutTo5

CallsOutHalf
CallsOutToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) N/A

Count

New3.png Per. Callbacks Completed/

CampPersonal
CallbacksCompleted

Total number of personal callbacks completed (executed). Completion of a personal callback only indicates that the callback was performed; it does not indicate if the callback was completed successfully. Genesys Queues CampPersonal

CallbacksCompleted > M6007

CampPersonalCallbacks

CompletedTo5

CampPersonalCallbacks
CompletedHalf

CampPersonalCallbacks
CompletedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Per. Callbacks Missed/

CampPersonal
CallbacksMissed

Total number of personal callbacks missed. A personal callback is missed, for example, because all outbound trunks are busy at the time of a scheduled callback or because an agent for whom a callback is assigned is busy or not logged in at the time of the scheduled personal callback. Genesys Queues CampPersonal

CallbacksMissed > M6008

CampPersonalCallbacks

MissedTo5

CampPersonalCallbacks
MissedHalf

CampPersonalCallbacks
MissedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png Per. Callbacks Scheduled/

CampPersonal
CallbacksScheduled

The total number of personal callbacks scheduled. Genesys Queues CampPersonal

CallbacksScheduled > M6009

CampPersonalCallbacks

ScheduledTo5

CampPersonalCallbacks
ScheduledHalf

CampPersonalCallbacks
ScheduledToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

QDep%/

QD

Percentage of the number of waiting calls over the number of staffed agents in the respective agent group(s). Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups CallsQNow > RouterCallsQNow

STF(Staffed): The number of agents in AgentState <>116(LoggedOut) and AgentState <>101(NotMonitored) and AgentState <>102(Monitored)

Cisco Services:

CallsQNow / STF * 100

Genesys/Cisco Call Types:
RouterCallsQNow / STF * 100

Point in Time Above

Percent

QPastSL/

SLCH

Number of calls currently queued for longer than the service-level threshold. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues ServiceLevelCallsQHeld > ServiceLevelCallsQHeld ServiceLevelCallsQHeld Point in Time Above

Count

Queue/

CQ

Number of calls in queue now. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsQNow > RouterCallsQNow Cisco Services: CallsQNow

Genesys/Cisco Call Types: RouterCallsQNow

Point in Time N/A

Count

New3.png Records Completed/

CampRecordsCompleted

The total number of leads from calling lists (counting records from the same lead as one record) processed to the point that no further action will be taken. (A lead—also called a chain—is a set of records from calling list(s) related to a specific customer or contact. A lead or chain may include one or more records belonging to the same contact.) CampRecordsCompleted can also apply to a specified campaign, in which case the statistic is the total number of records processed during that campaign. Genesys Queues CampRecords

Completed > M6010

CampRecords

CompletedTo5

CampRecords
CompletedHalf

CampRecords
CompletedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

New3.png SIT detected/

CampSITDetected

Campaign Manager with a call result of "DIALSITDetected". A Special Information Tone (SIT) identifies a network-provided announcement and precedes a machine-generated announcement when, for instance, a telephone number is invalid, no circuit is available, or a recorded operator message intercepts a call. Genesys Queues CampSITDetected > M6020 CampSITDetectedTo5

CampSITDetectedHalf
CampSITDetectedToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

Service Level %/

SL

Number of calls answered within the threshold divided by the number of calls that were offered This treats the abandoned calls as though they were answered after the threshold. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys ACD Queues ServiceLevelCalls

> ServiceLevelCalls

ServiceLevelCallsOnHold
> ServiceLevelCallsOnHold

ServiceLevelCallsOffered
> ServiceLevelCallsOffered

100 ∗ ServiceLevelCallsTo5 / ServiceLevelCallsOfferedTo5

where ServiceLevelCallsOffered (SLCO) for CISCO objects is produced by CISCO ICM and ServiceLevelCallsOffered for Genesys objects is derived (outside Stat Server) from the following source metric calculation:
ServiceLevelCalls + ServiceLevelCallsOnHold

  • Repeat for ToHalf and Today.
  • ServiceLevelCalls is the total number of calls answered by agents during the specified time interval before the service level threshold expired.
  • ServiceLevelCallsOnHold is the total number of calls waiting in queue before the SL threshold expired.
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Below

Percent

SL% (Plus Aband)/

SlPlsSlAbn

Abandoned calls positively impact service level: Number of calls answered prior to the threshold plus the number of calls abandoned prior to the threshold, all divided by the number of calls that were offered. This treats the abandoned call as though they were answered prior to the threshold. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys ACD Queues ServiceLevelCalls

> ServiceLevelCalls

ServiceLevelCallsOnHold
> ServiceLevelCallsOnHold

ServiceLevelAband
> ServiceLevelAband

ServiceLevelCallsOffered
> ServiceLevelCallsOffered

100 ∗ ((ServiceLevelCallsto5 + ServiceLevelAbandTo5) / ServiceLevelCalls
OfferedTo5)

where ServiceLevelCallsOffered (SLCO) for CISCO objects is produced by CISCO ICM and ServiceLevelCallsOffered for Genesys objects is derived (outside Stat Server) from the following source metric calculation:
ServiceLevelCalls + ServiceLevelCallsOnHold + ServiceLevelAband

  • Repeat for ToHalf and Today.
  • ServiceLevelCalls is the total number of calls answered by agents during the specified time interval before the service level threshold expired.
  • ServiceLevelCallsOnHold is the total number of calls waiting in queue before the SL threshold expired.
  • ServiceLevelAband is the total number of calls abandoned at the queue before the service level threshold expired during the specified time interval.
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Below

Percent

Staffed/

STF

Number of agents logged on in zero or more agent groups. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys ACD Queues CurrentAgentState Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently not in AgentState

CISCO: 0 ("Logged Off") and
Genesys: (""NotMonitored" 101), (""NotMonitored" 102), (LoggedOut 116).

Point in Time N/A

Count

Talking/

AT

Number of agents currently in the Talking state. Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues CurrentAgentState CISCO Services: AgentsTalking

Genesys/CISCO Call Types:
Count of distinct agents from Agent Groups associated with application(s) (service(s)/call type(s)/queue(s)) that are currently in AgentState=
CISCO: (4 "Talking") or
Genesys: (105 "CallConsult"),(107" CallInbound"),(108 "CallInternal"),(109 "CallOutbound"),(112 CallUnknown)

Point in Time N/A

Count

TransOut/

TOC

Number of calls transferred out of the queue. Cisco Services N/A TransferOutCallsTo5

TransferOutCallsHalf
TransferOutCallsToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Count

New3.png Voicemail recognition/

CampMobilbox

Number of recognized voicemails. Genesys Queues CampMobilbox > M6015 CampMobilboxTo5

CampMobilboxHalf
CampMobilboxToday

5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight)

Count

Number of Active Alerts

(voice, chat and e-mail)/

AlertNum

The number of active application alerts for the time period in the filter. Threshold violation alerts N/A 5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Count

Average duration of Active Alerts

(voice, chat and e-mail)/

AlertAvgDur

Average duration of the active application alerts in the time period of the filter (i.e., selected period). Threshold violation alerts N/A Calculate the duration from the time the alert began to the end of the time period in the filter. 5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Minutes

Number of Expired Alerts

(voice, chat and e-mail)/

AlertsExpiredNum

The number of expired application alerts for the time period in the filter (i.e., selected period). Threshold violation alerts N/A 5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Count

Average duration of Expired Alerts

(voice, chat and e-mail)/

AlertExpiredAvgDur

The average duration of the expired application alerts for the time period in the filter (i.e., selected period). Threshold violation alerts N/A 5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) Above

Minutes

iWD Application Metrics

Name Display Name Description Type Calculation Time Profile
WorkItemEntered Entered iWD Number of work item interactions that entered the queue. Raw WorkItemEntered Historical
WorkItemStopped Stopped iWD Number of work item interactions for which processing stopped while in this queue. Raw WorkItemStopped Historical
WorkItemMoved Moved iWD Number of work items that moved from this queue to any other queue. Raw WorkItemMoved Historical
MaxWorkItem

Processed

Max Processed iWD Maximum number of work items that either were awaiting processing or in processing within the contact center. Raw MaxWorkItem

Processed

Historical
MinWorkItem

Processed

Min Processed iWD Minimum number of work items that were either waiting processing or in processing. Raw MinWorkItem

Processed

Historical
WorkItemWaiting Current Waiting iWD Number of work item interactions that are currently waiting to be processed. Raw CurrentWorkItem

Waiting

Point-in-time
WorkItemInQueue Current In Queue iWD Number of work item interactions that are currently in interaction queue. Raw CurrentWorkItem

InQueue

Point-in-time

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