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 |
| 2 | AvgHandledCallsTalkTime | Category=AverageTime Main Mask=CallInbound, CallOutbound |
| 3 | CallsAnswered | Category=TotalNumber MainMask= CallAnsweredInbound, CallAnsweredUnknown |
| 4 | CallsOffered | Category=TotalNumber MainMask=CallAnsweredInbound, CallAnsweredUnknown, CallAbandonedFromRingingInbound, CallAbandonedFromRingingUnknown |
| 5 | LoggedOn | Category=CurrentNumber MainMask=*, ~LoggedOut, ~NotMonitored |
| 6 | TalkingIn | Category=CurrentNumber Description=Current number of inbound calls being handled. |
| 7 | TalkingOther | Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallConsult |
| 8 | TalkingOut | Category=CurrentNumber Description=Current number of outbound calls being handled. |
| 9 | AgentState | Description=Current State
Category=CurrentState |
| 10 | Ready | Category=CurrentNumber MainMask=*, ~NotReadyForNextCall, ~LoggedOut, ~NotMonitored |
| 11 | LongestCallQueue | Category=CurrentMaxTime MainMask=CallWait |
| 12 | WorkReady | Category=CurrentNumber MainMask=AfterCallWork |
| 13 | Hold | Category=CurrentNumber MainMask=CallOnHold |
| 14 | NotReady | Category=CurrentNumber MainMask=NotReadyForNextCall |
| 15 | Avail | Category=CurrentNumber MainMask=WaitForNextCall |
| 16 | CallsQNow | Category=CurrentNumber Description=Current Number of Calls waiting in Queue |
|
17 NOTE: Replaces metric ID #109 starting in release 8.5.0 |
DateTimeLogin | Description=Login Time Category=CurrentContinuousTime |
| 18 | CallsHandled | Description=Calls Handled
Category=TotalNumber |
| 19 | LongestAvailAgent | Category=CurrentMaxTime MainMask=WaitForNextCall |
| 20 | ServiceLevelAband | Category=TotalNumberInTimeRange MainMask=CallAbandoned |
| 21 | ServiceLevelCalls | Category=TotalNumberInTimeRange MainMask=CallAnswered |
| 22 | ServiceLevelCallsQHeld | Category=CurrentNumberInTimeRange MainMask=CallWait |
| 23 | ServiceLevelCallsOnHold | Category=TotalNumberInTimeRange MainMask=CallWait |
| 24 | WorkReadyTime | Description=Total Wrap Time
Category=TotalAdjustedTime |
| 25 | CallsAbandQ | Category=TotalNumber Description=Total number of new calls abandoned |
| 26 | CallsAnsweredQueue | Category=TotalNumber Description=Total number of new calls answered |
| 27 | CallsOfferedQueue | Category=TotalNumber Description=Total number of new calls distributed |
| 28 | TalkTime | Description=Total Talk Time
Category=TotalTime |
| 29 | AnswerWaitTimeQueue | Category=TotalTime Description=Total time to answer |
| 30 | AnswerWaitTime | Category=TotalTime MainMask=CallWait |
| 31 | CallsQNowTime | Category=CurrentTime MainMask=CallWait |
| 32 | PercentUtilization | Category=RelativeTimePercentage MainMask=CallInbound, CallOutbound, AfterCallWork |
| 33 | EmailAccepted | Category=TotalNumber MainMask=CallAnswered |
| 34 | EmailHandleTime | Category=TotalTime MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
| 35 | EmailHandled | Category=TotalNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
| 38 | EmailOffered | Category=TotalNumber MainMask=RingingStarted |
| 39 | EmailRejected | Category=TotalNumber MainMask=CallAbandonedFromRinging |
| 41 | EmailInboundStopped | Category=TotalNumber MainMask=PlaceholderForInteractionStopped3 |
| 42 | EmailTimedOut | Category=TotalNumber MainMask=PlaceholderForRevoking |
| 43 | EmailTransfers | Category=TotalNumber MainMask=CallTransferMade |
| 44 | EmailInProcess | Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
| 47 | ChatAccepted | Category=TotalNumber MainMask=CallAnswered |
| 48 | ChatInboundStopped | Category=TotalNumber MainMask=PlaceholderForInteractionStopped3 |
| 49 | ChatInProcess | Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
| 50 | ChatHandled | Category=TotalNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
| 51 | ChatHandleTime | Category=TotalTime MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
| 53 | ChatOffered | Category=TotalNumber MainMask=RingingStarted |
| 54 | ChatRejected | Category=TotalNumber MainMask=CallAbandonedFromRinging |
| 56 | ChatTimedOut | Category=TotalNumber MainMask=PlaceholderForRevoking |
| 60 | ChatTransfers | Category=TotalNumber MainMask=CallTransferMade |
| 80 | LoggedOnTime | Category=TotalTime Description=Total LoggedIn Time |
| 81 | NotReadyTime | Category=TotalTime Description=Total Not Ready Status Time |
| 82 | CallsHandledQueue | Category=TotalNumber MainMask=CallReleased |
| 83 | TalkTimeQueue | Category=TotalTime MainMask=CallReleased |
| 84 | HandleTime | Category=TotalTime MainMask=CallReleased, ACWCompleted |
| 85 | ACWTime | Category=TotalTime MainMask= ACWCompleted |
| 86 | VoiceAvail | Category=CurrentTargetState MainMask=* |
| 87 | CallsOut | Category=TotalNumber MainMask=CallEnteredOutbound |
| 88 | ExpectedDelay | Category=EstimWaitingTime MainMask=CallWait |
| 89 | TalkAndHoldTime | Category=TotalTime MainMask=CallInbound, CallConsult, CallUnknown, CallInternal |
| 90 | ACWStatus | Category=TotalNumber MainMask=AfterCallWork |
| 91 | CurrentNumberHandling | Category=CurrentNumber MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold, CallOutbound |
| 92 | TotalTimeInteractionsHandled | Category=TotalTime MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold |
| 100 | TimeInCurrState | Category=CurrentTime MainMask=* |
| 101 | TotalCallsTransferred | Category=TotalNumber MainMask=CallTransferMade |
| 102 | LongestCall | Category=MaxTime MainMask=CallInbound, CallUnknown |
| 104 | TotalHandleTime | Category=TotalTime MainMask= CallInbound, CallInternal, CallConsult, CallUnknown, AfterCallWork |
| 105 | LongestACW | Category=MaxTime MainMask=AfterCallWork |
| 106 | WrappedCallsInTRange | Category=TotalNumberInTimeRange MainMask=AfterCallWork |
| 107 | ReasonCode | Category= CurrentStateReasons MainMask=* |
| 108 | CallsOnHold | Category=TotalNumber MainMask=CallOnHold |
|
109 NOTE: Replaced by metric ID #17 starting in release 8.5.0. |
Informiam.Login_Timestamp | Category=CurrentContinuousTime MainMask=*, ~LoggedOut |
| 112 | CallsHandledInTRange | Category=TotalNumberInTimeRange MainMask=CallInbound |
| 306 | LoggedOnVoiceTime | Category=TotalTime MainMask=*, ~NotMonitored |
| 308 | LoggedOnVoice | Category=CurrentNumber MainMask=LoggedIn |
| 500 | InboundACWVoiceTime | Category=TotalAdjustedTime Description=Total Time Inbound ACW |
| 501 | OutboundACWVoiceTime | Category=TotalAdjustedTime Description=Total Time Outbound ACW |
| 502 | OtherACWVoiceTime | Category=TotalAdjustedTime Description=Total Time Other ACW |
| 503 | AllACWVoiceTime | Category=TotalAdjustedTime Description=Total Time All ACW |
| 504 | ReadyTime | Category=TotalTime Description=Total Ready Status Time |
| 505 | InboundUnknownVoiceCalls | Category=TotalNumber Description=Total Number Inbound Calls |
| 506 | OutboundVoiceCalls | Category=TotalNumber Description=Total Number Outbound Calls |
| 507 | ConsultCalls | Category=TotalNumber Description=Total Number Consult Calls |
| 508 | InternalVoiceCalls | Category=TotalNumber Description=Total Number Internal Calls |
| 509 | InboundVoiceStatusTime | Category=TotalTime Description=Total Inbound Status Time |
| 510 | OutboundVoiceStatusTime | Category=TotalTime Description=Total Outbound Status Time |
| 511 | ConsultStatusTime | Category=TotalTime Description=Total Consult Status Time |
| 512 | InternalVoiceStatusTime | Category=TotalTime Description=Total Internal Status Time |
| 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. |
| 7008 | InteractionAccepted | Category=TotalNumber Description=The total number of interactions that were offered for processing and that were accepted during the specified time period. |
| 7009 | InteractionRejected | Category=TotalNumber Description=The total number of interactions that were offered for processing and that were rejected during the specified time period. |
| 7010 | InboundInteractionStopped | Category=TotalNumber Description=The total number of inbound interactions that were terminated by an agent (agents) during the specified time period. |
| 7011 | InteractionProcessed | Category=TotalNumber Description=The total number of interactions handled during the specified time period. |
| 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. |
| 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. |
| 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. |
| 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. |
| 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. |
| 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. |
| 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. |
| 7021 | WorkItemProcessed | Category=TotalNumber Description=The total number of media work items handled during the specified time period. |
| 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. |
| 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. |
| 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. |