Jump to: navigation, search

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.

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.

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.

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= chat & 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= chat & PairExists(“Queue”,X)
Filter created by Must be configured manually. X is the name of the interaction queue.

Statistics For E-Mail Interactions

This section contains recommended statistics for Genesys eServices (Multimedia) statistics for email 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 email interactions that entered the queue.
JavaSubCategory = eServiceInteractionStat.jar:EQR Total Entered
Objects = StagingArea

Statistic created by Genesys eServices (Multimedia) Wizard.

Handle Time

Table 8: 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 = 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.

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.

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 email 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.

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
Objects = StagingArea

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

Handle Time

Table 15: 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 = MediaX
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 = MediaX
Filter created by Must be configured manually. X is the name of the interaction queue.

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on September 27, 2017, at 09:15.