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Stat Server Definitions for FA Source Metrics

The following Table lists the Genesys statistic definitions used by the default 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.

Source Metric ID Stat Server Metric Name 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

NOTE: Replaces metric ID #109 starting in release 8.5.0

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

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

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

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

109

NOTE: Replaced by metric ID #17 starting in release 8.5.0.

Informiam.Login_Timestamp Category=CurrentContinuousTime

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

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

500 InboundACWVoiceTime Category=TotalAdjustedTime

Description=Total Time Inbound ACW
MainMask=AfterCallWorkInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

501 OutboundACWVoiceTime Category=TotalAdjustedTime

Description=Total Time Outbound ACW
MainMask=AfterCallWorkOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

502 OtherACWVoiceTime Category=TotalAdjustedTime

Description=Total Time Other ACW
MainMask=AfterCallWorkUnknown, AfterCallWorkInternal, AfterCallWorkConsult
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

503 AllACWVoiceTime Category=TotalAdjustedTime

Description=Total Time All ACW
MainMask=AfterCallWorkInbound, AfterCallWorkUnknown, AfterCallWorkInternal, AfterCallWorkConsult, AfterCallWorkOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNStatus
MediaType=voice

504 ReadyTime Category=TotalTime

Description=Total Ready Status Time
MainMask=WaitForNextCall
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus

505 InboundUnknownVoiceCalls Category=TotalNumber

Description=Total Number Inbound Calls
MainMask=CallInbound, CallUnknown
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=voice

506 OutboundVoiceCalls Category=TotalNumber

Description=Total Number Outbound Calls
MainMask=CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=voice

507 ConsultCalls Category=TotalNumber

Description=Total Number Consult Calls
MainMask=CallConsult
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction

508 InternalVoiceCalls Category=TotalNumber

Description=Total Number Internal Calls
MainMask=CallInternal
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
MediaType=voice

509 InboundVoiceStatusTime Category=TotalTime

Description=Total Inbound Status Time
MainMask=CallInbound, CallUnknown
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus
MediaType=voice

510 OutboundVoiceStatusTime Category=TotalTime

Description=Total Outbound Status Time
MainMask=CallOutbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus
MediaType=voice

511 ConsultStatusTime Category=TotalTime

Description=Total Consult Status Time
MainMask=CallConsult
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus

512 InternalVoiceStatusTime Category=TotalTime

Description=Total Internal Status Time
MainMask=CallInternal
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus
MediaType=voice

7007 InteractionOffered Category=TotalNumber

Description=The total number of interactions that were offered for processing during the specified time period. This statistic counts interactions both offered by business routing strategies and by other agents.
MainMask=InteractionDeliveringStarted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7008 InteractionAccepted Category=TotalNumber

Description=The total number of interactions that were offered for processing and that were accepted during the specified time period.
MainMask=InteractionAccepted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7009 InteractionRejected Category=TotalNumber

Description=The total number of interactions that were offered for processing and that were rejected during the specified time period.
MainMask=InteractionRejected
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7010 InboundInteractionStopped Category=TotalNumber

Description=The total number of inbound interactions that were terminated by an agent (agents) during the specified time period.
MainMask=InteractionStoppedInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7011 InteractionProcessed Category=TotalNumber

Description=The total number of interactions handled during the specified time period.
MainMask=InteractionHandlingInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7012 InteractionTimedOut Category=TotalNumber

Description=The total number of interactions that were revoked during the specified time period due to prolonged nonactivity. This excludes e-mails that were rejected by the agent and includes e-mails that timed out as not accepted while delivering.
MainMask=InteractionRevoked
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7013 TotalNumberTransferMade Category=TotalNumber

Description=The total number of transfers made during the specified time period. This statistic counts each transfer separately including those where the agent transferred the same interaction more than once.
MainMask=TransferMade
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7014 InteractionProcessingTime Category=TotalTime

Description=The total amount of time that interactions were in processing within the specified time period and for which processing has finished within the same time period.
MainMask=InteractionHandlingInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Channel=All

7017 WorkItemOffered Category=TotalNumber

Description=The total number of media work items that were offered for processing during the specified time period. This statistic counts media work items both offered by business routing strategies and by other agents.
MainMask=InteractionDeliveringStarted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7018 WorkItemAccepted Category=TotalNumber

Description=The total number of media work items that were offered for processing and that were accepted during the specified time period.
MainMask=InteractionAccepted
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7019 WorkItemRejected Category=TotalNumber

Description=The total number of media work items that were offered for processing and that were rejected during the specified time period.
MainMask=InteractionRejected
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7020 WorkItemTerminated Category=TotalNumber

Description=The total number of inbound media work items that were terminated by an agent (agents) during the specified time period.
MainMask=InteractionStoppedInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7021 WorkItemProcessed Category=TotalNumber

Description=The total number of media work items handled during the specified time period.
MainMask=InteractionHandlingInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7022 WorkItemTimedOut Category=TotalNumber

Description=The total number of media work items that were revoked during the specified time period due to prolonged nonactivity. This excludes e-mails that were rejected by the agent and includes e-mails that timed out as not accepted while delivering.
MainMask=InteractionRevoked
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7023 WorkItemTransferMade Category=TotalNumber

Description=The total number of media work item transfers made during the specified time period. This statistic counts each transfer separately including those where the agent transferred the same interaction more than once.
MainMask=TransferMade
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

7024 WorkItemProcessingTime Category=TotalTime

Description=The total amount of time that media work items were in processing during the specified time period and for which processing has finished within the same time period.
MainMask=InteractionHandlingInbound
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=DNAction
Filter Name=Media_Workitem

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This page was last modified on September 27, 2018, at 12:07.