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Configuring WFM Statistics for eServices (Multimedia) Interactions

The recommendations in this topic only describe how to configure statistics, based on Interaction Queues. If you want to copy-and-paste a generic set of these recommended statistics, see "Using Copy-and-Paste Format for Statistics".

Important
Using statistics for Genesys eServices interactions routed through Virtual Queues is not currently supported.

This topic includes the following sections:

Statistics For Chat Interactions

This section contains recommended statistics for Genesys eServices (Multimedia) statistics for chat interactions.

Table 1: Interaction Volume

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
Description = The total number of interactions of the specified media type that entered this staging area during the specified period.
JavaSubCategory = eServiceInteractionStat.jar:OMQ Total Entered
MediaType = chat
Objects = StagingArea

Statistic created by Must be configured manually.

Table 2: Abandonment Volume

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name Chat_Total_Abandoned_From_Queue
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
Description = The total number of email interactions abandoned.
JavaSubCategory = eServiceInteractionStat.jar:OMQ Total Abandoned
MediaType = chat
Objects = StagingArea

Statistic created by Must be configured manually.

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Quality of Service

Table 3: Average Speed of Answer

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
JavaSubCategory = eServiceInteractionStat.jar:OMQ Average Waiting Time
MediaType = chat
Objects = StagingArea

Statistic created by Must be configured manually.

Table 4: Distributed Interactions

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
JavaSubCategory = eServiceInteractionStat.jar:OMQ Total Distributed
MediaType = chat
Objects = StagingArea

Statistic created by Must be configured manually.

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Handle Time

Table 5: Total Handle Time

Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name Interactions_Processing_Time
Statistic Configuration

Option/Value pairs

Category = TotalTime

Description = The total amount of time that this resource spent handling interactions during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = AgentStatus

Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType=workitem & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

Table 6: Interactions_Handled

Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name Interactions_Processed
Statistic Configuration

Option/Value pairs

Category = TotalNumber

Description = The total number of interactions that were handled by this resource during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = AgentStatus

Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType=workitem & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

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Statistics For E-Mail Interactions

This section contains recommended statistics for Genesys eServices (Multimedia) statistics for e-mail interactions.

Table 7: Interaction Volume

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name IxnQueue_Email_Entered
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
Description = Total number of e-mail interactions that entered the queue.
JavaSubCategory = eServiceInteractionStat.jar:EQR Total Entered
Objects = StagingArea

Statistic created by Genesys eServices (Multimedia) Wizard.

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Handle Time

Table 8: Total Handle Time

Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name nteractions_Processing_Time
Statistic Configuration

Option/Value pairs

Category = TotalTime

Description = The total amount of time that this resource spent handling interactions during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = AgentStatus

Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType = E-mail & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

Table 9: Interactions Handled

Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name Interactions_Processed
Statistic Configuration

Option/Value pairs

Category = TotalNumber

Description = The total number of interactions that were handled by this resource during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = Action

Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType = E-mail & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

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Backlog

Table 10: E-mails

Item Description
Statistic name EmailsWaitingInQueue

or
WFMEmailsWaitingInQueue

Statistic Configuration

Option/Value pairs

Objects = StagingArea

Category = JavaCategory
AggregationType = Current
JavaSubCategory = eServiceInteractionStat.jar:OMQ Current Waiting Processing
MediaType = email

Comments Number of email interactions that have been submitted to a queue and are currently awaiting processing.

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Statistics For iWD Interactions

This section contains recommended statistics for Genesys eServices (Multimedia) statistics for intelligent Workload Distribution (iWD) interactions.

Table 11: Interaction Volume

Item Description
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
Description = The total number of interactions of the specified media type that entered this staging area during the specified period.
JavaSubCategory = eServiceInteractionStat.jar:OMQ Total Entered
MediaType = MediaX
Objects = StagingArea

Statistic created by Must be configured manually. MediaX is the media type for corresponding intelligent Workload Distribution.

Table 12 Abandonment Volume

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
Description = Total number of e-mail interactions abandoned.
JavaSubCategory = eServiceInteractionStat.jar:OMQ Total Abandoned
MediaType = MediaX
Objects = StagingArea

Statistic created by Must be configured manually. MediaX is the media type for corresponding intelligent Workload Distribution.

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Quality of Service

Table 13 Average Speed of Answer

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
JavaSubCategory = eServiceInteractionStat.jar:OMQ Average Waiting Time
MediaType = MediaX
Objects = StagingArea

Statistic created by Must be configured manually. MediaX is the media type for corresponding intelligent Workload Distribution.

Table 14 Distributed Interactions

Item Description
WFM statistic object type Interaction queue
ConfigServer object type Script
Statistic name <name is user-definable>
Statistic Configuration

Option/Value pairs

AggregationType = Total

Category = JavaCategory
JavaSubCategory = eServiceInteractionStat.jar:OMQ Total Distributed MediaType = MediaX
MediaType = MediaX
Objects = StagingArea

Statistic created by Must be configured manually. MediaX is the media type for corresponding intelligent Workload Distribution.

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Handle Time

Table 15: Total Handle Time

Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name nteractions_Processing_Time
Statistic Configuration

Option/Value pairs

Category = TotalTime

Description = The total amount of time that this resource spent handling interactions during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = AgentStatus

Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType=chat & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

Table 16: Interactions Handled

Item Description
WFM statistic object type GroupAgents, GroupPlaces
ConfigServer object type GroupAgents, GroupPlaces
Statistic name Interactions_Processed
Statistic Configuration

Option/Value pairs

Category = TotalNumber

Description = The total number of interactions that were handled by this resource during the specified period.
MainMask = InteractionHandling
Objects = Agent, GroupAgents, GroupPlaces, Place
Subject = AgentStatus

Statistic created by Genesys eServices (Multimedia) Wizard
Filter <name is user-definable>
Filter configuration MediaType = chat & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

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This page was last modified on August 6, 2015, at 12:36.

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