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WA Voice Metrics

The following Table lists Workforce Advisor voice metrics.

Name Internal Name Description Source Type Definition (Formula) Period/Time Profile Unit
Actual Abandoned ABAND Number of calls abandoned invited (ringing). Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Cisco:

CallsAbandQHalf

Genesys: RouterCallsAbandQHalf

30 Min (since start of current half-hour) Count
Act Pos Staffed APS Number of agents that actually worked (logged on). Calculated STFT/5 30 Min (since start of current half-hour) Count
ACC % ACSBLT_WU Accessibility % is a productivity metric that compares the total calls offered to answered. Calculated, Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Cisco Services:

100*(CallsAbandQHalf/CallsOfferedHalf)

Genesys/Cisco Call Types: 100*(RouterCallsAbandQHalf /CallsOfferedHalf)

30 Min (since start of current half-hour) Percent
Actual Abandoned % ABANDPCT Percentage of offered contacts that were abandoned. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues 100*(ABAND/ANCO) 30 Min (since start of current half-hour) Percent
Actual AHT AAHT Actual average handle time in seconds for the calls handled. Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues HandleTimeHalf / CallsHandledHalf 30 Min (since start of current half-hour) Seconds
Actual ASA AASA Average answer wait time in seconds for calls offered. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Cisco:

(CallsHandledHalf * AnswerWaitTimeHalf / CallsAnsweredHalf) / CallsHandledHalf

Genesys: (Sum(CallsHandledHalf) * AnswerWaitTimeHalf / CallsAnsweredHalf) / Sum(CallsHandledHalf) Where Sum(CallsHandledHalf) is the sum of this metric from a unique set of Agent Groups associated with the contact group.

30 Min (since start of current half-hour) Seconds
Actual Calls Entered ANCE Number of inbound, outbound, and consult calls for the contact group. This includes transferred calls. Genesys Queues CallsEnteredHalf 30 Min (since start

of current half-hour)

Count
Actual NCH ANCH Number of actual contacts handled. Calculated, Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsHandledHalf 30 Min (since start of current half-hour) Count
Actual NCO ANCO Number of inbound calls for the contact group. This does not include transferred calls. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Media Server Import: ICM: CallsOfferedHalf 30 Min (since start of current half-hour) Count
Actual SL% ASL Actual percentage of offered contacts answered within the acceptable delay. Cisco ICM Services/Call Types,

Genesys Virtual Queues, Genesys ACD Queues

CISCO ICM/IPCC:

100 ∗ ServiceLevelCallsHalf / ServiceLevelCallsOfferedHalf

Genesys Stat Server:
100 ∗ ServiceLevelCallsHalf / (ServiceLevelCallsHalf + ServiceLevelCallsAbandHalf + ServiceLevelCallsOnHoldHalf)

NOTES:

  • ServiceLevelCallsOffered (SLCO) for CISCO objects is produced by CISCO ICM.
  • ServiceLevelAband is the total number of calls abandoned at the queue before the service level threshold expired during the specified time interval.
  • 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.
30 Min (since start of current half-hour) Percent
Actual Staffed Time STFT Total amount of available time, where available time includes talk, wrap, and ready/available. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues Media Server Import: ICM: Skill_Group_Real_Time.
LoggedOnTimeTo5 - Skill_Group_Real_Time.
NotReadyTimeTo5
30 Min (since start of current half-hour) Minutes
AdjReq AdjReq Adjusted number of required agents. Aspect eWFM WFM Import: N/A

IEX: N/A

eWFM: SG.SGRREQ JU

30 Min (since start of current half-hour) Count
AdjSch AdjSch Adjusted number of scheduled agents. Aspect eWFM WFM Import: N/A

IEX: N/A

eWFM: SG.SGRSCH J

30 Min (since start of current half-hour) Count
AnsPlusAband ANSPLSABND_WU Sum of the calls answered and abandoned. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues CallsAnsweredHalf + ABAND 30 Min (since start of current half-hour) Count
Available AA_WU The number of agents currently ready and waiting for a call from this contact group (derived from the ICM Skill Groups to which it is mapped). Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups COUNT (DISTINCT ASGRT.AgentID)

WHERE AgentState = [3 ("Ready") OR 115 ("WaitForNextCall")]
WHERE AgentId from Agent Groups associated with the service(s)/call type(s) associated with the contact group(s).

Point in Time Count
Available% AVAILPCT_WU Percentage of available agents divided by staffed. Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups Avail/Staffed *100 Point in Time Percent
New3.pngCHT-P [FILTER16]

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

c_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 Agent Groups (TlkHldTF16 + WRT) / c_RetrievedCallsF16
  • If 5 Min is selected as the agent group metric time profile, the contact group metric displays "-".
  • If the contact group is associated with one or more agent groups from a CISCO ICM, the contact group metric displays "-".
30 Min, Growing Seconds
New3.png Completed Calls

Completed Calls[FILTER16]
Previously called Retrieved calls.
Re-named in Advisors release 8.5.101.25.
NOTE:
F16 is a filter placeholder. 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 F16 and the definition of your choice.

Only Completed Calls (c_Rtr) with no filter and Completed Calls[FILTER16] (c_RtrF16) with the F16 filter placeholder are available in WA. See Filter Placeholders F1 ... F16 for Metrics for information about configuring the filter placeholder.

c_Rtr

c_RtrF16

Number of calls answered for the contact group. The counter is incremented once the call is completed. Genesys Agent Groups CallsReceivedInternalF16 + CallsHandledF16 - CallsPartyChangedF16
  • If 5 Min is selected as the agent group metric time profile, the contact group metric displays "-".
  • If the contact group is associated with one or more agent groups from a CISCO ICM, the contact group metric displays "-".
30 Min, Growing Count
Date DATE IEX TotalView, Cisco ICM Services/Call Types IEX: CTActiveForecast.date / ICM: DateTime
Dev from Required REQDEV Amount the actual staff deviated from the required staff. Calculated APS-REQ 30 Min (since start of current half-hour) Count
Dev from Sched SCHDEV Amount the actual staff deviated from the scheduled staff. Calculated APS-SCH 30 Min (since start of current half-hour) Count
Elapsed Fore NCO CFNCO Current forecast of the volume of calls offered from the start of the current 30-minute period to now. Aspect eWFM, IEX TotalView FNCO / IntervalLength * IntervalElapsed 30 Min (since start of current half-hour) Count
New3.png FC Retrieved%

Introduced in release 8.5.101.25.

FRETPCT Percent of forecast calls that were retrieved. Genesys Agent Groups, Aspect eWFM, IEX TotalView ((c_RetrievedCallsF16) / (FNCO)) ∗ 100 30 Min, Growing Percent
Fore AHT Dev AAHTDEV Amount by which the actual AHT deviates from the forecast AHT. Calculated AAHT - FAHT 30 Min (since start of current half-hour) Seconds
Fore AHT Dev% AAHTDEVPCT Percentage by which the actual AHT deviates from the forecast AHT. Calculated (AAHT - FAHT) / FAHT 30 Min (since start of current half-hour) Percent
Fore ASA FASA Forecast of the average answer wait time in seconds for calls offered. This field may be blank if the contact group is a parent for other contact groups in a multi-site configuration where the contact routing is by allocation percentages (as opposed to call-by-call routing). This field will also be blank if the staffing basis for the corresponding entity in WFM is workload. Aspect eWFM,Genesys WFM, IEX TotalView WFM Import:

Genesys: PERF_ITEM_FRC_CALC_ASA

IEX: CTActiveForecast.fcstASA

eWFM: FG.RDELAY SEC (Revised Calculated Average Delay 1: Seconds) (N/A for SG)

30 Min (since start of current half-hour) Seconds
Fore NCO Dev FNCODEV Amount by which the actual NCO deviates from the forecasted NCO. Calculated ANCO - CFNCO 30 Min (since start of current half-hour) Count
Fore NCO Dev% FNCODEVPCT Percentage by which the actual contacts offered deviates from the revised forecast volume. Calculated (ANCO-CFNCO) / CFNCO 30 Min (since start of current half-hour) Percent
Forecast AHT FAHT Current forecast of the average handle time. Aspect eWFM,Genesys WFM, IEX TotalView WFM Import:

Genesys: PERF_ITEM_FRC_AHT

IEX: CTActiveForecast.fcstAHT

eWFM: FG.RAHT (Revised Forecast AHT) (N/A for SG)

30 Min (since start of current half-hour) Seconds
Forecast NCO
FNCO Current forecast of the volume of contacts offered for the entire period. Aspect eWFM,Genesys WFM, IEX TotalView WFM Import:

Genesys: PERF_ITEM_FRC_IV

IEX: CTActiveForecast.fcst
ContactsReceived

eWFM: FG.RVOL (Revised Forecast Volume) (N/A for SG)

30 Min (since start of current half-hour) Count
Forecast SL% FSL Forecast of the percentage of offered contacts answered within the acceptable delay. This field may be blank if either the application group is a “parent” for other application groups in a multi-site configuration where the contact routing is by allocation percentages (as opposed to call-by-call routing). This field will also be blank if the staffing basis for the corresponding entity in WFM is workload. Aspect eWFM, Genesys WFM, IEX TotalView WFM Import:

Genesys: PERF_ITEM_FRC_CALC_ SERVICE_PCT

IEX: CTActiveForecast.fcstSLPct

eWFM: FG.RSL (N/A for SG) (Revised Calculated Service Level Percent 2)

30 Min (since start of current half-hour) Percent
Hold/Other HOLDOTHER_WU The number of agents in the Hold/Other state. Aspect eWFM, IEX TotalView, Cisco ICM Services/Call Types, Cisco Services, Cisco Call Types, Genesys Virtual Queues, Genesys Queues COUNT (DISTINCT ASGRT.AgentID) WHERE AgentState = [10 ("CallOnHold") OR 110 ("CallOnHold")] WHERE AgentId from Agent Groups associated with the contact groups. Point in Time Count
Identifier ID Identifier of the entities in the source system that is associated with the application group. IEX TotalView, Cisco ICM Services/Call Types IEX: CTActiveForecast.custId + CTActiveForecast.ctId / ICM: CallTypeID or SkillTargetID
Interval INTVL Start time of the period. IEX TotalView, Cisco ICM Services/Call Types IEX: CTActiveForecast.period / ICM: DateTime
Net Staff NET Number of scheduled staff over or under the number of staff required (including unproductive). Calculated SCH-REQ 30 Min (since start of current half-hour) Count
NotReady NOTREADY_WU Sum of agents in the Not Ready and Work Not Ready state for the application associated to the contact group. Cisco ICM Services/Call Types
Cisco Services
Cisco Call Types
Genesys Virtual Queues
(DISTINCT ASGRT.AgentID) WHERE AgentState = [2 ("NotReady") OR 5 ("WorkNotReady") OR 113 ("NotReadyForNextCall")] WHERE AgentId from Agent Groups associated with the applications (service(s)/call type(s)) Point in Time Count
New3.png ReadyTime%

Introduced in release 8.5.101.25.

AVTPCT Percent of the forecast handle time during the half-hour interval the logged on agents are expected to be in a NOT ACTIVE state waiting for the next call. Genesys Agent Groups, Aspect eWFM, IEX TotalView c_AvT / (FNCOc_CHT_PF16) ∗ 100 30 Min, Growing Percent
Required Adherence (APS) REQDEVPCT Amount the actual staff deviated from the required staff as a percentage. Calculated APS/REQ*100 30 Min (since start of current half-hour) Percent
Required Adherence (Staffed) REQADH_WU Amount the staff deviated from the required staff as a percentage. Calculated STF_WU/REQ*100 30 Min (since start of current half-hour) Percent
Required Staff REQ Number of staff required to handle the forecast workload based on the current forecast. Aspect eWFM,Genesys WFM, IEX TotalView WFM Import:

Genesys: PERF_ITEM_FRC_REQ_STAFFING

IEX: CTActiveForecast.fcstReq

eWFM: FG.FGRREQ (Forecast Group's Revised Required without Unproductive) or SG.SGRREQ (Staff Group's Revised Required without Staff Adjustments and Unproductive)

30 Min (since start of current half-hour) Count
New3.png Retrieved Calls

Retrieved Calls[FILTER16]
Introduced in release 8.5.101.25. The Retrieved Calls metric that existed prior to release 8.5.101.25 was re-named to Completed Calls.

c_RetrievedCalls

c_RetrievedCallsF16

Number of retrieved calls for 30 minute interval. The counter is incremented once a call is answered. Genesys Agent Groups RetrievedCallsF16
  • If 5 Min is selected as the agent group metric time profile, the contact group metric displays "-".
  • If the contact group is associated with one or more agent groups from a CISCO ICM, the contact group metric displays "-".
30 Min, Growing Count
Scheduled Adherence (APS) SCHDEVPCT Amount the actual staff deviated from the scheduled staff as a percentage. Calculated APS/SCH*100 30 Min (since start of current half-hour) Percent
Scheduled Adherence (Staffed) SCHADH_WU Amount the staff deviated from the scheduled staff as a percentage. Calculated STF_WU/SCH*100 30 Min (since start of current half-hour) Percent
Scheduled Staff Headcount SCH Tally of agents scheduled to work in this business group. Aspect eWFM,Genesys WFM, IEX TotalView WFM Import:

Genesys: PERF_ITEM_SCH_COVERAGE

IEX: CTActiveForecast.schedOpen

eWFM: FG.RSCH (Forecast Group's Revised Scheduled without Staff Adjustments and Unproductive) or SG.SGRSCH (Staff Group's Revised Scheduled without Staff Adjustments)

30 Min (since start of current half-hour) Count
SL%(Plus Aband) SLPLSLSABN_WU 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 answered. This treats these abandoned calls as though they were answered prior to the threshold. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys ACD Queues CISCO ICM/IPCC:

100 ∗ (ServiceLevelCallsHalf + ServiceLevelAbandHalf) / ServiceLevelCallsOfferedHalf

Genesys Stat Server:
100 ∗ (ServiceLevelCallsHalf + ServiceLevelAbandHalf) / (ServiceLevelCallsHalf + ServiceLevelCallsOnHoldHalf + ServiceLevelAbandHalf)

NOTES:

  • ServiceLevelCallsOffered (SLCO) for CISCO objects is produced by CISCO ICM.
  • ServiceLevelAband is the total number of calls abandoned at the queue before the service level threshold expired during the specified time interval.
  • 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.
30 Min (since start of current half-hour) Percent
Staffed STF_WU Number of agents logged on in zero or more agent groups assigned to take calls in the contact group. Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups COUNT (DISTINCT ASGRT.AgentID)

WHERE AgentId from Agent Groups associated with the service(s)/call type(s) associated with the contact group(s)
WHERE AgentState INLIST
1 = Logged On
2 = Not Ready
3 = Ready
4 = Talking
5 = Work Not Ready
6 = Work Ready
7 = Busy Other
8 = Reserved
9 = Unknown
10 = Call On Hold
11 = Active
12 = Paused
14 = Not Active
103 = LoggedIn
104 = OnHook
105 = CallConsult
106 = CallDialing
107 = CallInbound
108 = CallInternal
109 = CallOutbound
110 = CallOnHold
111 = CallRinging
112 = CallUnknown
113 = NotReadyForNextCall
114 = OffHook
115 = WaitForNextCall
117 = AfterCallWork
The relationship is derived from the ServiceMember table.

Point in Time Count
Time zone TZ Time zone of the start time of the period. IEX TotalView, Cisco ICM Services/Call Types, Genesys Virtual Queues, Genesys Queues IEX: CTActiveForecast.TZ / ICM: DateTime
New3.png Total Ready Time

Added to WA in release 8.5.101.25.

c_AvT Total time in seconds during the half-hour interval when the logged on agents were in a NOT ACTIVE state waiting for the next call. Genesys Agent Groups AvailableTime
  • If 5 Min is selected as the agent group metric time profile, the contact group metric displays "-".
  • If the contact group is associated with one or more agent groups from a CISCO ICM, the contact group metric displays "-".
30 Min, Growing Count
Number of Active Alerts AlertNum The number of active contact group alerts for the time period in the filter. Threshold violation alerts 30 Min (since start of current half-hour) Count
Average duration of Active Alerts AlertAvgDur Average duration of the active contact group alerts in the time period of the filter (i.e., selected period). Threshold violation alerts Calculate the duration from the time the alert began to the end of the time period in the filter. 30 Min (since start of current half-hour) Minutes
Number of Expired Alerts AlertsExpiredNum The number of expired contact group alerts for the time period in the filter (i.e., selected period). Threshold violation alerts 30 Min (since start of current half-hour) Count
Average duration of Expired Alerts AlertExpiredAvgDur The average duration of the expired contact group alerts for the time period in the filter (i.e., selected period). Threshold violation alerts 30 Min (since start of current half-hour) Minutes

New3.png Filter Placeholders F1 ... F16 for Metrics

Some metrics are deployed with a filter placeholder (F1 ... F16).

To use these metrics, in the Configuration Server under the Advisors Filters folder, create a business object with a name that matches the filter placeholder name supplied in the metric (for example, F16). Within this business object, you must specify the actual filter as it is defined in your local environment. This filter will be applied to all metrics with F16 in their name. For example, F16 can represent a filter that filters out all private calls leaving only routed calls to be considered in the related metrics calculation. The following figure shows an example of the filter properties.

Example of the F16 Filter Properties

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This page was last modified on August 2, 2018, at 07:17.