{"text_format":"3","workbook":"xls","n_sheets":27,"sheets":["Introduction","Statistics","TimeRanges","Filters","TimeProfiles","StatTypes","Agent Group Status","Agent KPIs","Agent Login","Callback Activity","Campaign Activity","Campaign Callback Status","Campaign Group Activity","Campaign Group Status","Chat Agent Activity","Chat Queue Activity","Email Agent Activity","Email Queue Activity","eServices Agent Activity","eServices Queue KPIs","Facebook Media Activity","IFRAME","IWD Agent Activity","IWD Queue Activity","Queue KPIs","Queue Overflow Reason","Twitter Media Activity"],"not_rendered":{"external_links":1},"read":"whole","date_system":"1900","formulas":"cached_only"}

{"sheet":"Introduction","index":0,"n_rows":1,"n_cols":1,"rows_kept":1,"flags":["formulas_cached_only"]}
["This is the description of Genesys provided out of box Pulse templates. Genesys reserves right to change format or discontinue this file at any time."]

{"sheet":"Statistics","index":1,"n_rows":305,"n_cols":27,"rows_kept":305,"flags":["formulas_cached_only"]}
["Template","Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Agent Group Status","Current_Agents_Logged_In","Logged In","The number of agents that are currently logged in at all the DNs within a specified agent group, or at all the DNs at places within the specified place group.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsLoggedIn","false","false","false","CurrentNumber","*,~NotMonitored,~LoggedOut",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Ready","Ready","The number of agents who are currently in the Ready state. Typically, it represents the total number of agents waiting for customer interactions or specific tasks.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrentReadyAgents","false","false","false","CurrentNumber","WaitForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Not_Ready","Not Ready","The number of agents who are currently logged in and who are currently in the NotReady state. Typically, it represents the total number of agents not available to handle incoming interactions.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Break","Break","The number of agents who are in Not Ready state with Reason Break.","integer","STimeBasedNotification","60","MOTIF_Break","PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Lunch","Lunch","The number of agents who are in Not Ready state with Reason Lunch.","integer","STimeBasedNotification","60","MOTIF_Lunch","PairExists(Reasons,\"ReasonCode\",\"Lunch\")","",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Others","Offline","The number of agents who are in Not Ready state with Reason different from Lunch and Break.","integer","STimeBasedNotification","60","MOTIF_Others","~PairExists(Reasons,\"ReasonCode\",\"Lunch\")&~PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_ACW","ACW","The current number of agents in the AfterCallWork status. Typically this status happens when an agent is no longer talking with the customer but still requires additional time to handle properly customer requests.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberACWStatuses","false","false","false","CurrentNumber","AfterCallWork",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Consult","Consult","The current number of agents in CallConsult status (participating in consultation calls).","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberConsultStatuses","false","false","false","CurrentNumber","CallConsult",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Dialing","Dialing","The current number of agents in CallDialing status (dialing calls).","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberDialingStatuses","false","false","false","CurrentNumber","CallDialing",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_On_Hold","On Hold","The current number of agents in CallOnHold status; that is, where the agent has one or more calls on hold.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberHoldStatuses","false","false","false","CurrentNumber","CallOnHold",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Inbound","Inbound","The current number of agents in CallInbound status; that is, where the agent is conducting one or more inbound calls.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberInboundStatuses","false","false","false","CurrentNumber","CallInbound",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Outbound","Outbound","The current number of agents in CallOutbound status; that is, where the agent is conducting one or more outbound calls.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberOutboundStatuses","false","false","false","CurrentNumber","CallOutbound",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Internal","Internal","The current number of agents in CallInternal status; that is, where the agent is conducting one or more internal calls.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberInternalStatuses","false","false","false","CurrentNumber","CallInternal",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Ringing","Ringing","The current number of agents in CallRinging status; that is, where one or more calls are waiting to be answered by an agent.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberRingingStatuses","false","false","false","CurrentNumber","CallRinging",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Current_Agents_Logged_Out","Logged Out","The number of agents that are currently logged out from Genesys environment.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsLoggedOut","false","false","false","CurrentNumber","LoggedOut",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Perc_Ready","% Ready","The percentage of agents ready to handle customers calls.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsPercReady","false","false","false","CurrentRelativeNumberPercentage","WaitForNextCall","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Perc_Not_Ready","% Not Ready","The percentage of agents in a not ready status.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsPercNotReady","false","false","false","CurrentRelativeNumberPercentage","NotReadyForNextCall","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["Agent Group Status","Perc_Inbound","% Inbound","The percentage of agents handling customer calls.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsPercInbound","false","false","false","CurrentRelativeNumberPercentage","CallInbound","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Login_Time","Login Time","The total time that monitored agents were logged in. This metric does not include logged-in time when the switch is disconnected from Stat Server. When this metric is applied to an Agent Group, this metric calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Ready_Time","Ready Time","The total time this agent spent waiting for the next call. The total duration of all WaitForNextCall statuses that completed for a particular agent during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total ready time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Wait_Time","false","false","false","TotalAdjustedTime","WaitForNextCall",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Not_Ready_Time","Not Ready Time","The total time that an agent's DN completed being in NotReadyForNextCall status during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total not ready time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Agent KPIs","Break_Time","Break Time","The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Break.","time","STimeBasedNotification","60","MOTIF_Break","PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Agent KPIs","Lunch_Time","Lunch Time","The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Lunch.","time","STimeBasedNotification","60","MOTIF_Lunch","PairExists(Reasons,\"ReasonCode\",\"Lunch\")","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Agent KPIs","Others_Time","Offline Time","The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason different from Break and Lunch.","time","STimeBasedNotification","60","MOTIF_Others","~PairExists(Reasons,\"ReasonCode\",\"Lunch\")&~PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Agent KPIs","Ring_Time","Ringing Time","The total amount of time that calls were ringing on an agent's phone.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Ringing_Time","false","false","false","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Dialing_Time","Dialing Time","The total amount of time that calls were dialing on an agent's phone.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Dialing_Time","false","false","false","TotalAdjustedTime","CallDialing",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Handle_Time","Handle Time","The total time agents spend handling inbound, internal or outbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Handle_Time","false","false","false","TotalAdjustedTime","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Inbound_Time","In Time","The total time agents spend handling inbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Inbound_Time","false","false","false","TotalAdjustedTime","CallInbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Outbound_Time","Out Time","The total time agents spend handling outbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Outbound_time","false","false","false","TotalAdjustedTime","CallOutbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Hold_Time","Hold Time","The total time agents spend on hold.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Hold_Time","false","false","false","TotalAdjustedTime","CallOnHold",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","ACW_Time","ACW Time","The total time an agent's DN(s) completed being in AfterCallWork status during the reporting interval. This typically represents the time an agent spent doing follow-up work after calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Work_Time","false","false","false","TotalAdjustedTime","AfterCallWork",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Consult_Time","Consult Time","The total time agents spend handling consultative calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Consult_Time","false","false","false","TotalAdjustedTime","CallConsult",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Internal_Time","Internal Time","The total time agents spend handling internal calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Internal_Time","false","false","false","TotalAdjustedTime","CallInternal",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Offered","Offered","The total number of calls offered to an agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Offered","false","false","false","TotalNumber","CallAnswered, CallForwarded, CallAbandonedFromRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Answered","Answered","The total number of incoming calls answered by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CallsAnswered","false","false","false","TotalNumber","CallAnswered",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Answered_Last_Hr","Answered (last Hr)","The total number of incoming calls answered by the agent in the last hour.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","LastHour","3600:60","",null,"","CallsAnswered","false","false","false","TotalNumber","CallAnswered",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Abandoned_From_Ringing","Abandoned Ringing","The total number of calls abaondoned while agent desktop was ringing.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AbandonedFromRinging","false","false","false","TotalNumber","CallAbandonedFromRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Dropped","Calls Dropped","The total number of calls forwarded from one agent desktop to another (RONA).","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Calls_Forced_Off","false","false","false","TotalNumber","CallForwarded",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Outbound_Calls","Out","The total number of outbound calls handled by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Outbound","false","false","false","TotalAdjustedNumber","CallOutbound",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Agent KPIs","Internal_Calls","Internal","The total number of internal calls handled by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Internal","false","false","false","TotalAdjustedNumber","CallInternal",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Agent KPIs","Held","Held","The total number of calls put on hold by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Number_on_Hold","false","false","false","TotalAdjustedNumber","CallOnHold",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Transferred_Made","Transfers Made","The total number of voice interactions transferred by this agent during the reporting interval.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Transfers_Made","false","false","false","TotalNumber","CallTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Consult_Made","Consult Made","The total number of voice consultations made by this agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Calls_Consult_Made","false","false","false","TotalNumber","CallConsultOriginated",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Agent KPIs","Short_Talk","Short Talk < 10s","The total number of times this agent's DN completed being in Call status of less then specified duration (10s).","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-10","00-10","","Short_Talk","false","false","false","TotalNumberInTimeRange","CallUnknown,CallConsult,CallInternal,CallOutbound,CallInbound,ASM_Outbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent KPIs","Avg_Handle_Time","AHT","The average handling time represents the total time an agent spends handling inbound, outbound, internal, consultation, on hold and after call work tasks divided by the total number of inboud, outbound and internal calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Handle_Time","false","false","false","AverageTime","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent KPIs","Avg_ACW_Time","Avg ACW Time","The average After-Call-Work time represents the total time an agent spends on ACW status divided by the total number of time this agent was on ACW.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_ACW_Time","false","false","false","AverageTime","AfterCallWork","AfterCallWork","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent KPIs","Avg_Hold_Time","Avg Hold Time","The average Hold time represents the total time an agent spends on Hold status divided by the total number of time this agent put customer on hold.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Hold_Time","false","false","false","AverageTime","CallOnHold","CallOnHold","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent KPIs","Avg_In_Time","Avg In Time","The average In time represents the total time an agent spends handling an incoming calls divided by the total number of time this agent was handling inbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_In_Time","false","false","false","AverageTime","CallInbound, CallUnknown","CallInbound, CallUnknown","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent KPIs","Avg_Out_Time","Avg Out Time","The average Out time represents the total time an agent spends handling an outbound calls divided by the total number of time this agent was handling outbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Out_Time","false","false","false","AverageTime","CallOutbound","CallOutbound","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent KPIs","Avg_Ring_Time","Avg Ring Time","The average Ring time represents the total time an agent desktop was ringing divided by the total number of time this agent desktop was ringing.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Ringing_Time","false","false","false","AverageTime","CallRinging","CallRinging","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent KPIs","Agent_Occupancy","Agent Occupancy","The percent of time an agent spends handling calls versus their total login time.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Agent_Occupancy","false","false","false","RelativeTimePercentage","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","*,~NotMonitored,~LoggedOut","Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent Login","Current_Status","Current Status","The current state (status) of a specified agent. Some examples of an agent's status include CallInbound, CallOutbound, and CallConsult.","string","SChangesBasedNotification","0","",null,"",null,"",null,"","ExtendedCurrentStatus","false","true","true","CurrentState","*",null,"Agent","DNAction"]
["Agent Login","Status_Time","Time in Status","The time agent spent in Current State.","time","","","",null,"",null,"",null,"Result = G.GetStatusDuration(Data.Current_Status.Value);","","","",""]
["Agent Login","Login_Time","Login Time","The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Agent Login","Continuous_Login_Time","Continuous Login Time","Current continuous time Agent remained logged in. Applied to GroupAgents and GroupPlaces this statistics calculates total of all Agents (Places) in the Group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Continuous_Login_Time","false","false","false","CurrentContinuousTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place","AgentStatus"]
["Agent Login","Reason","Reason","Reason(s) selected by Agent.","string","","","",null,"",null,"",null,"Result = G.GetReasonCodes(Data.Current_Status.Value);","","","",""]
["Agent Login","EmployeeId","Employee Id","Agent's Employee ID.","string","","","",null,"",null,"",null,"Result = G.GetEmployeeId(Data.Current_Status.Value);","","","",""]
["Agent Login","Place","Place","Agent's Place.","string","","","",null,"",null,"",null,"Result = G.GetPlace(Data.Current_Status.Value);","","","",""]
["Agent Login","Switch","Switch","Agent's Switch.","string","","","",null,"",null,"",null,"Result = G.GetSwitch(Data.Current_Status.Value);","","","",""]
["Agent Login","LoginId","Login Id","Agent's Login ID.","string","","","",null,"",null,"",null,"Result = G.GetLoginId(Data.Current_Status.Value);","","","",""]
["Agent Login","Extension","Extension","Agent's Extension.","string","","","",null,"",null,"",null,"Result = G.GetExtension(Data.Current_Status.Value);","","","",""]
["Agent Login","Position","Position","Agent's Position.","string","","","",null,"",null,"",null,"Result = G.GetPosition(Data.Current_Status.Value);","","","",""]
["Agent Login","Current_Status_KVP","Current Status KVP","The current state (status) of a specified agent to use in formulas for KVPs (Service Type, Service Sub Type, Customer Segment, Business Result).","string","SChangesBasedNotification","0","",null,"",null,"",null,"","ExtendedCurrentStatus","true","false","false","CurrentState","*",null,"Agent","DNAction"]
["Agent Login","Service_Type","Service Type","Service Type associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetServiceType(Data.Current_Status_KVP.Value);","","","",""]
["Agent Login","Service_SubType","Service Sub Type","Service Sub Type associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetServiceSubType(Data.Current_Status_KVP.Value);","","","",""]
["Agent Login","Customer_Segment","Customer Segment","Customer Segment associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetCustomerSegment(Data.Current_Status_KVP.Value);","","","",""]
["Agent Login","Business_Result","Business Result","Business Result associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetBusinessResult(Data.Current_Status_KVP.Value);","","","",""]
["Callback Activity","Current_Calls","In Queue","The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","Default","00:00","",null,"","CurrNumberWaitingCalls","false","false","false","CurrentNumber","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction","DCID"]
["Callback Activity","DistributedCalls","Offered","Total number of customers offered a Callback.","integer","STimeBasedNotification","60","",null,"Default","00:00","",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callback Activity","Callbacks_Accepted","Accepted","Total number of customers that accepted a callback.","integer","STimeBasedNotification","60","VCB_Accepted","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"1\")","",null,"",null,"","VCB_Total_Calls_Entered","false","false","false","TotalNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callback Activity","Cleared","Declined","Total number of Customers that chose to remain on Hold (Declined an Immediate Callback)","integer","STimeBasedNotification","60","VCB_RealCall","~(PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"*\"))","Default","00:00","",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Callback Activity","Total_Callbacks_Connected","Connected","Total number of calls that successfully connected to the callback queue.","integer","STimeBasedNotification","60","VCB_Customer_Connected","PairExist(\"_CB_N_CUSTOMER_CONNECTED\", \"1\")","",null,"",null,"","VCB_Total_Calls_Entered","false","false","false","TotalNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callback Activity","Total_Callbacks_Answered","Answered","Total number of calls that were answered by an agent.","integer","STimeBasedNotification","60","VCB_Answered","PairExist(\"_CB_N_AGENT_ADDED_TO_IXN\",\"1\")","",null,"",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callback Activity","Total_Cancelled","Cancelled","Total number of customers that received a callback but chose to cancel.","integer","","","",null,"",null,"",null,"if (Data.Total_Cleared.Value > 0) Result = (Data.Total_Cleared.Value - Data.Cleared.Value - Data.Total_Callbacks_Abandoned.Value); else Result = 0;","","","",""]
["Callback Activity","Total_Callbacks_Abandoned","Abandoned From Ringing","Total number of calls that abandoned after receiving a callback but abandoned before an agent answered.","integer","STimeBasedNotification","60","VCB_Customer_Connected_Abandoned","PairExist(\"_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT\", \"1\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Callback Activity","Current_Callbacks_Accepted","Current Accepted","Current number of customers that accepted a callback.","integer","STimeBasedNotification","60","VCB_Accepted","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"1\")","",null,"",null,"","VCB_Current_Calls_Entered","false","false","false","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callback Activity","Current_Callbacks_Connected","Current Connected","Current number of calls that successfully connected to the callback queue.","integer","STimeBasedNotification","60","VCB_Customer_Connected","PairExist(\"_CB_N_CUSTOMER_CONNECTED\", \"1\")","",null,"",null,"","VCB_Current_Calls_Entered","false","false","false","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callback Activity","Total_Wait_Time","Wait Time","Total amount of time all interactions spent in queue.  This is not an average.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Distribute_Time","false","false","false","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Callback Activity","Total_Wait_Time_Answered","Wait Time Answered","Total amount of time interactions that were answered spent in queue.  This is not an average.","time","STimeBasedNotification","60","VCB_Answered","PairExist(\"_CB_N_AGENT_ADDED_TO_IXN\",\"1\")","",null,"",null,"","Total_Distribute_Time","false","false","false","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Callback Activity","Total_Wait_Time_Declined","Wait Time Declined","Total amount of time interactions that declined a callback spent in queue.  This is not an average.","time","STimeBasedNotification","60","VCB_Declined","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"0\")","",null,"",null,"","Total_Distribute_Time","false","false","false","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Callback Activity","Total_Cleared","Total Cleared","","integer","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Campaign Activity","Campaign_Hit_Ratio","Hit Ratio","The percentage of successful dialing attempts initiated by a Campaign Manager with a call result of Answer (DialAnswer)-that is, a call is answered by a human voice-relative to the number of all dialing attempts made (DialMade) during the same time period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampHitRatio","false","false","false","RelativeNumberPercentage","DialAnswer","DialMade","CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Estimated_time_to_Complete","Estimated Time","The estimated time, in minutes, to complete a campaign or calling list.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampEstimatedTimeToComplete","false","false","false","EstimTimeToComplete","*",null,"CallingList, Campaign","CampaignAction"]
["Campaign Activity","Campaign_Records_Completed","Records Completed","The total number of leads from calling lists (counting records from the same lead as one record) processed to the point that no further action will be taken.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampRecordsCompleted","false","false","false","TotalNumber","LeadProcessed",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Dialed_Abandoned","Dialed Abandoned","The total number of dialing attempts with a call result of Abandon. CampAbandoned statistics pertain to a specified campaign or to a specified calling list.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampAbandoned","false","false","false","TotalNumber","DialAbandoned",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Dialed_Answering_Machine","Dialed Answering Machine","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Answering Machine Detected; that is, the Campaign Manager dropped the call because an answering machine was detected on the called party's side.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampAnsweringMachine","false","false","false","TotalNumber","DialAnswMachine",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Answers","Answers","The total number of dialing attempts initiated by a Campaign Manager with a call result of Answer (when a call is answered by a human voice). In some contact centers, the call result can also mean Right Party Contacted; that is, the call is answered by a live person who is not the Wrong Party.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampAnswers","false","false","false","TotalNumber","DialAnswer",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Attempt_Busies","Attempt Busies","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Busy; that is, the call does not go through because of a busy signal for the called party.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampBusy","false","false","false","TotalNumber","DialBusy",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Attempts_Cancelled","Attempts Cancelled","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Cancel.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCancel","false","false","false","TotalNumber","DialCancel",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Attempts_made","Attempts made","Total number of all dialing attempts made (initiated) by a Campaign Manager with any call results.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampDialMade","false","false","false","TotalNumber","DialMade",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_DoNotCall_Results","DoNotCall Results","The total number of completed dialing attempts initiated by a Campaign Manager with a call result of DoNotCall; that is, the customer asked to be put onto the 'Do not call list' when the call was intercepted by an operator. This case is also considered as an unsuccessful dial attempt.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampDoNotCall","false","false","false","TotalNumber","DialDoNotCall",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Dropped_Results","Dropped Results","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Dropped. Dropped calls are those that are answered at the destination but then abandoned in the queue because no agent is available to take them.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampDropped","false","false","false","TotalNumber","DialDropped",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Fax_Modem_Results","Fax Modem Results","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Fax Detected or Modem Detected.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampFaxModem","false","false","false","TotalNumber","DialFaxDetected",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_No_Answer_Result","No Answer Result","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of No Answer.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampNoAnswer","false","false","false","TotalNumber","DialNoAnswer",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_Wrong_Party_Result","Wrong Party Result","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Wrong Party; that is, the call is answered by a live person but not the intended person.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampNoRPC","false","false","false","TotalNumber","DialWrongParty",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Activity","Campaign_SIT_Detected","SIT Detected","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of DIALSITDetected. A Special Information Tone (SIT) identifies a network-provided announcement and precedes a machine-generated announcement when, for instance, a telephone number is invalid, no circuit is available, or a recorded operator message intercepts a call.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampSITDetected","false","false","false","TotalNumber","DialSITDetected",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Callback Status","Campaign_Callbacks_Completed","Completed","The total number of callbacks completed. The completion of a callback only indicates that the callback was performed; it does not indicate that the callback was completed successfully.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCallbacksCompleted","false","false","false","TotalNumber","CallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Callback Status","Campaign_Callbacks_Missed","Missed","The total number of callbacks missed. A callback is considered as 'missed' if it is scheduled for a certain period of time, but for some reason the callback is not performed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCallbacksMissed","false","false","false","TotalNumber","CallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Callback Status","Campaign_Callbacks_Scheduled","Scheduled","The total number of callbacks scheduled.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCallbacksScheduled","false","false","false","TotalNumber","CallbackScheduled",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Callback Status","Campaign_Personal_Callbacks_Completed","Personal Completed","Total number of personal callbacks completed. Completion of a personal callback only indicates that the callback was performed; it does not indicate if the callback was completed successfully.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampPersonalCallbacksCompleted","false","false","false","TotalNumber","PersonalCallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Callback Status","Campaign_Personal_Callbacks_Missed","Personal Missed","Total number of personal callbacks missed. A personal callback is missed, for example, because all outbound trunks are busy at the time of a scheduled callback or because an agent for whom a callback is assigned is busy or not logged in at the time of the scheduled personal callback.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampPersonalCallbacksMissed","false","false","false","TotalNumber","PersonalCallbackMissed",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Callback Status","Campaign_Personal_Callbacks_Scheduled","Personal Scheduled","The total number of personal callbacks scheduled.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampPersonalCallbacksScheduled","false","false","false","TotalNumber","PersonalCallbackScheduled",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign Group Activity","Campaign_Activated","Activated","The total amount of time that a specific campaign group was in StatusActivated status. StatusActivated status indicates that the campaign has been loaded for a specified group, but that no dialing has yet occurred.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrActivatedDuration","false","false","false","TotalTime","StatusActivated",null,"CampaignGroup","CampaignAction"]
["Campaign Group Activity","Campaign_Deactivated","Deactivated","The total amount of time that a specific campaign group stays in deactivated status. StatusDeactivated status indicates that a campaign has not been loaded for the specified campaign group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrDeactivatedDuration","false","false","false","TotalTime","StatusDeactivated",null,"CampaignGroup","CampaignAction"]
["Campaign Group Activity","Campaign_Running","Running","The total amount of time that a specific campaign group stays in StatusRunning status. StatusRunning status means that a campaign is loaded for a specified group and that dialing is in progress.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrRunningDuration","false","false","false","TotalTime","StatusRunning",null,"CampaignGroup","CampaignAction"]
["Campaign Group Activity","Campaign_System_Error","System Error","The total time during which a specified campaign group has been in the SystemError system condition. This system condition indicates that a system error such as a switch failure or a software problem prevents the campaign from running and that dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrSystemErrorDuration","false","false","false","TotalTime","StatusSystemError",null,"CampaignGroup","CampaignAction"]
["Campaign Group Activity","Campaign_Waiting_Agents","Waiting Agents","The total time during which a specified campaign group has been in the WaitingAgents system condition. WaitingAgents system condition indicates that no agents are available to run the campaign and dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrWaitingAgentsDuration","false","false","false","TotalTime","StatusWaitingAgents",null,"CampaignGroup","CampaignAction"]
["Campaign Group Activity","Campaign_Waiting_Ports","Waiting Ports","The total time during which a specified campaign group has been in the WaitingPorts system condition. This system condition indicates that no ports are available to initiate new calls and that dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrWaitingPortDuration","false","false","false","TotalTime","StatusWaitingPorts",null,"CampaignGroup","CampaignAction"]
["Campaign Group Activity","Campaign_Waiting_Records","Waiting Records","The total time during which a specified campaign group has been in the WaitingRecords system condition. This system condition indicates that the campaign is out of records and that dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrWaitingRecordsDuration","false","false","false","TotalTime","StatusWaitingRecords",null,"CampaignGroup","CampaignAction"]
["Campaign Group Status","Current_Campaign_State","Current State","The current state of a campaign or a particular group in a campaign. The state of a campaign is determined by one of three possible object statuses - StatusDeactivated, StatusActivated, or StatusRunning and additional durable actions, which can accompany a particular status.","string","SChangesBasedNotification","0","",null,"",null,"",null,"","CampCurrentState","false","true","true","CurrentState","*",null,"Campaign, CampaignGroup","CampaignAction"]
["Campaign Group Status","Current_Campaign_System_Error","System Error","The time since the system condition SystemError started for a specified campaign group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedSystemErrorTime","false","false","false","CurrentTime","StatusSystemError",null,"CampaignGroup","CampaignAction"]
["Campaign Group Status","Current_Campaign_Dialing_Mode","Dialing Mode","The amount of time that has elapsed during which a particular campaign group has been in the current dialing mode.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedTimeForCurrDialMode","false","false","false","CurrentTime","ModePredict, ModeProgress, ModePreview, ModeProgressAndSeize, ModePredictAndSeize",null,"CampaignGroup","CampaignAction"]
["Campaign Group Status","Current_Campaign_Waiting_Agents","Waiting Agents","The time since the system condition Waiting Agents started for a specified CampaignGroup. In this system condition, no agents are available to run the campaign on this group and dialing has stopped for this group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedWaitingAgentsTime","false","false","false","CurrentTime","StatusWaitingAgents",null,"CampaignGroup","CampaignAction"]
["Campaign Group Status","Current_Campaign_Waiting_Ports","Waiting Ports","The time that has elapsed since a CampaignGroup has been in the current Waiting Ports system condition. In this system condition, no ports are available to initiate new calls and dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedWaitingPortTime","false","false","false","CurrentTime","StatusWaitingPorts",null,"CampaignGroup","CampaignAction"]
["Campaign Group Status","Current_Campaign_Waiting_Records","Waiting Records","The time that has elapsed while a specified campaign group has been in the current Waiting Record system condition. In this system condition, the campaign is out of records and dialing has stopped during the specified period.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedWaitingRecordsTime","false","false","false","CurrentTime","StatusWaitingRecords",null,"CampaignGroup","CampaignAction"]
["Chat Agent Activity","Total_Login_Time","Login Time","The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Chat Agent Activity","Chat_Ready_Time","Ready Time","The total time this agent spent waiting for the next chat in Ready state.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","TotalReadyDNStatusTime","false","false","false","TotalTime","WaitForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Chat Agent Activity","Chat_Not_Ready_Time","Not Ready Time","The total time this agent spent in a not Ready status for chat media.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","TotalNotReadyDNStatusTime","false","false","false","TotalTime","NotReadyForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Chat Agent Activity","Chat_Ring_Time","Ringing Time","The total amount of time that chat popup was alerting the agent desktop. In case if Agent handles several chats in parallel only first Chat Inviting time will be counted in this statistic.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Total_Ringing_Time_v1","false","false","false","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Chat Agent Activity","Chat_Handle_Time","Handle Time","The total amount of time the agent spent handling chats. The duration is not limited to the chat focus time. If Agent handles multiple chats in parallel they will be counted multiple times.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Avg_Handle_Time","AHT","The average amount of time the agent spent handling chat The duration is not limited to the chat focus time.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Average_Processing_Time","false","false","false","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Agent_Ocupancy","% Occupancy","The ratio of time handling chat sessions to the total login time of the Agent. If agent handles multiple Chats in parallel this statistic can be greater than 100%.","percent","","","",null,"",null,"",null,"if (Data.Total_Login_Time.Value > 0) Result = 100 * Data.Chat_Handle_Time.Value / Data.Total_Login_Time.Value; else Result = 0;","","","",""]
["Chat Agent Activity","Chat_Offered","Offered","The total number of chats that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Offered_15M","Offered (15m)","The total number of chats that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Perc_Accepted","% Accepted","The percentage of chats accepted by the agent based on total of chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Perc_Rejected","% Rejected","The percentage of chats rejected by the agent based on total chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Perc_Missed","% Missed","The percentage of chats missed by the agent based on total chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Accepted","Accepted","The total number of chats that were offered for processing and that were accepted by Agent during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Accepted_60M","Accepted (15m)","The total number of chats that were offered for processing and that were accepted by agent during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Rejected","Rejected","The total number of chats that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Rejected_60M","Rejected (15m)","The total number of chats that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Missed","Missed","The total number of chats that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Missed_60M","Missed (15m)","The total number of chats that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Perc_Transfers_Made","% Trans Made","The percentage of chats transfered to another agent based on total of chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Transfers_Made","false","false","false","RelativeNumberPercentage","InteractionTransferMade","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Transfers_Made","Transfers Made","The total number of chat transfers made by this agent or agent group during the specified period. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Total_Number_Transfers_Made","false","false","false","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Short_Talk","Short < 30s","The total number of times Agent completed chat sessions within less than specified duration.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"Range0-30","00-30","","Short_Interaction","false","false","false","TotalNumberInTimeRange","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat Agent Activity","Chat_Concurrent_Sessions","Concurrent Chats","The total number of concurrent chats currently happening.","integer","SChangesBasedNotification","0","CHAT_MEDIA","MediaType=chat","",null,"",null,"","concurrent_chat_sessions","false","false","false","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]
["Chat Agent Activity","Agent_csg_CustomerTime_FirstAgentTime_AverageCustomValue","Avg Chat Duration","Average duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_AverageCustomValue","false","false","false","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_CustomerTime_FirstAgentTime_MinCustomValue","Min Chat Duration","Minimum duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_MinCustomValue","false","false","false","MinCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_CustomerTime_FirstAgentTime_MaxCustomValue","Max Chat Duration","Maximum duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_MaxCustomValue","false","false","false","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_CustomerTime_FirstAgentTime_TotalCustomValue","Chat Duration","Total duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_SessionUntilFirstAgentTime_AverageCustomValue","Customer Avg Wait","Avg customer wait for agent while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_SessionUntilFirstAgentTime_AverageCustomValue","false","false","false","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_SessionUntilFirstAgentTime_MaxCustomValue","Customer Max Wait","Max customer wait for agent while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_SessionUntilFirstAgentTime_MaxCustomValue","false","false","false","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_FirstReplyTime_FirstAgentTime_AverageCustomValue","Avg Greeting Time","Avg duration before first agent greeting while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstReplyTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstReplyTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_FirstReplyTime_FirstAgentTime_AverageCustomValue","false","false","false","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstReplyTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_FirstReplyTime_FirstAgentTime_MaxCustomValue","Max Greeting Time","Max duration before first agent greeting while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstReplyTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstReplyTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_FirstReplyTime_FirstAgentTime_MaxCustomValue","false","false","false","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstReplyTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Chat Agent Activity","Agent_cse_AgentReplyTotalTime_by_TotalCount_TotalCustomValue","Avg Response Time","Average time it takes for agent to reply to a customer while handling a chat session.","time","","","",null,"",null,"",null,"if (Data.Agent_cse_AgentReplyTotalCount_TotalCustomValue.Value > 0) Result = Data.Agent_cse_AgentReplyTotalTime_TotalCustomValue.Value / Data.Agent_cse_AgentReplyTotalCount_TotalCustomValue.Value; else Result = 0;","","","",""]
["Chat Agent Activity","Agent_cse_AgentReplyMaxTime_TotalCustomValue","Max Response Time","Maximum time it takes for agent to reply to a customer while handling a chat session.","time","STimeBasedNotification","60","cse_AgentReplyMaxTime","PairExists(\"cse_AgentReplyMaxTime\",\"*\")","",null,"",null,"","Agent_cse_AgentReplyMaxTime_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyMaxTime\",1)","chat"]
["Chat Agent Activity","Agent_cse_AgentMessagesTotal_by_TotalCount_TotalCustomValue","Avg Message Size","Average size of the message sent by agent while handling a chat session.","integer","","","",null,"",null,"",null,"if (Data.Agent_csg_MessagesFromAgentsCount_TotalCustomValue.Value > 0) Result = Data.Agent_csg_MessagesFromAgentsSize_TotalCustomValue.Value / Data.Agent_csg_MessagesFromAgentsCount_TotalCustomValue.Value; else Result = 0;","","","",""]
["Chat Agent Activity","Agent_cse_AgentReplyTotalCount_TotalCustomValue","Agent Reply Total Number","Total number of repllies sent by the agent to the customer.","integer","STimeBasedNotification","60","cse_AgentReplyTotalCount","PairExists(\"cse_AgentReplyTotalCount\",\"*\")","",null,"",null,"","Agent_cse_AgentReplyTotalCount_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyTotalCount\",1)","chat"]
["Chat Agent Activity","Agent_cse_AgentReplyTotalTime_TotalCustomValue","Agent Reply Total Time","Total time an agent spent replying to a customer.","time","STimeBasedNotification","60","cse_AgentReplyTotalTime","PairExists(\"cse_AgentReplyTotalTime\",\"*\")","",null,"",null,"","Agent_cse_AgentReplyTotalTime_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyTotalTime\",1)","chat"]
["Chat Agent Activity","Agent_csg_MessagesFromAgentsSize_TotalCustomValue","Total Agent Message Size","Total number of symbols agent typed in message.","integer","STimeBasedNotification","60","csg_MessagesFromAgentsSize","PairExists(\"csg_MessagesFromAgentsSize\",\"*\")","",null,"",null,"","Agent_csg_MessagesFromAgentsSize_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_MessagesFromAgentsSize\",1)","chat"]
["Chat Agent Activity","Agent_csg_MessagesFromAgentsCount_TotalCustomValue","Total Agent Message Count","Total number of messages sent by agent.","integer","STimeBasedNotification","60","csg_MessagesFromAgentsCount","PairExists(\"csg_MessagesFromAgentsCount\",\"*\")","",null,"",null,"","Agent_csg_MessagesFromAgentsCount_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_MessagesFromAgentsCount\",1)","chat"]
["Chat Queue Activity","Service_Level","Service Level","A ratio of chats accepted to chat requested.","percent","","","",null,"",null,"",null,"if (Data.Requested.Value > 0) Result = 100 * Data.Accepted.Value / Data.Requested.Value; else Result = 0;","","","",""]
["Chat Queue Activity","Requested","Requested","Total number of Chats Requested.","integer","STimeBasedNotification","60","CH_Start_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&ThisQueue=\"ChatInitialization\"","",null,"",null,"","Chat_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat Queue Activity","Accepted","Accepted","Total number of Chats Accepted by Agent.","integer","STimeBasedNotification","60","CH_SA_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&(ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_Answered","false","false","false","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat Queue Activity","Abandoned","Abandoned","Total number of chats that were abandoned while waiting.","integer","","","",null,"",null,"",null,"if (Data.Requested.Value - Data.Accepted.Value > 0) Result = Data.Requested.Value - Data.Accepted.Value; else Result = 0;","","","",""]
["Chat Queue Activity","Requested_15M","Requested (15m)","Total number of Chats Requested.","integer","STimeBasedNotification","60","CH_Start_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&ThisQueue=\"ChatInitialization\"","Last15M","900:15","",null,"","Chat_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat Queue Activity","Accepted_15M","Accepted (15m)","Total number of Chats Accepted by Agent.","integer","STimeBasedNotification","60","CH_SA_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&(ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","Last15M","900:15","",null,"","Chat_Answered","false","false","false","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat Queue Activity","Abandoned_15M","Abandoned (15m)","Total number of chats that were abandoned while waiting.","integer","","","",null,"",null,"",null,"if (Data.Requested.Value - Data.Accepted.Value > 0) Result = Data.Requested.Value - Data.Accepted.Value; else Result = 0;","","","",""]
["Chat Queue Activity","Current_Wait","Current Wait","Current number of Chats waiting to be accepted.","integer","STimeBasedNotification","60","CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_CurrentWait","false","false","false","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat Queue Activity","Wait_Time","Wait Time","Total time chat spent waiting before being abandoned or accepted by Agent.","time","STimeBasedNotification","60","CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_Wait_Time","false","false","false","TotalTime","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat Queue Activity","Avg_Wait_Time","AWT","Avg time chat spent waiting before being abandoned or accepted by Agent.","time","STimeBasedNotification","60","CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_Wait_Time_Avg","false","false","false","AverageTime","CallWait","CallWait","GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Email Agent Activity","Total_Login_Time","Login Time","The total time that monitored agents were logged in.. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Email Agent Activity","Email_Ready_Time","Ready Time","The total time this agent spent waiting for the next email.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","TotalReadyDNStatusTime","false","false","false","TotalTime","WaitForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Email Agent Activity","Email_Not_Ready_Time","Not Ready Time","The total time this agent spent in a not Ready status for email media.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","TotalNotReadyDNStatusTime","false","false","false","TotalTime","NotReadyForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Email Agent Activity","Email_Agent_Ocupancy","% Email Occupancy","The ratio of time handling email sessions to the total login time of the Agent.","percent","","","",null,"",null,"",null,"if (Data.Total_Login_Time.Value > 0) Result = 100 * Data.Email_Handle_Time.Value / Data.Total_Login_Time.Value; else Result = 0;","","","",""]
["Email Agent Activity","Email_Ring_Time","Ringing Time","The total amount of time that email popup was alerting the agent desktop.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Total_Ringing_Time","false","false","false","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Email Agent Activity","Email_Handle_Time","Handle Time","The total amount of time the agent spent handling email (The duration is not restricted to the agent focus time).","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Avg_Handle_Time","AHT","The average amount of time the agent spent handling email (The duration is not restricted to the agent focus time).","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Average_Processing_Time","false","false","false","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Offered","Offered","The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Offered_60M","Offered (hr)","The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Perc_Accepted","% Accepted","The percentage of emails accepted by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Chat_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Perc_Rejected","% Rejected","The percentage of emails rejected by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Perc_Missed","% Missed","The percentage of emails missed by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Accepted","Accepted","The total number of emails that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Accepted_60M","Accepted (hr)","The total number of emails that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Rejected","Rejected","The total number of emails that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Rejected_60M","Rejected (hr)","The total number of emails that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Missed","Missed","The total number of emails that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Missed_60M","Missed (hr)","The total number of emails that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Terminated","Done","The total number of inbound emails that were terminated by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Inbound_Interactions_Stopped","false","false","false","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Terminated_60M","Done (hr)","The total number of inbound emails that were terminated by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Inbound_Interactions_Stopped","false","false","false","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Perc_Terminated","% Done","The percentage of emails terminated by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Inbound_Inx_Perc_Stopped","false","false","false","RelativeNumberPercentage","InteractionStoppedInbound","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Perc_Transfers_Made","% Trans Made","The percentage of emails transfered to another agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Ixn_Perc_Transfers_Made","false","false","false","RelativeNumberPercentage","InteractionTransferMade","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Transfers_Made","Transfers Made","The total number of email transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Total_Number_Transfers_Made","false","false","false","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Agent Activity","Email_Unsolicited_Sent","Unsolicited sent","The total number of emails sent by the agent without being solicited by customers.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Initiated_Out","false","false","false","TotalNumber","HandlingOutboundStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email Queue Activity","Emails_Entered","Entered","The total number of e-mail interactions that entered the queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Entered_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Entered","Total"]
["Email Queue Activity","Emails_Stopped","Stopped","The total number of e-mail interactions for which processing has stopped while in this queue during the reported time period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Stopped_Processing_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Stopped Processing","Total"]
["Email Queue Activity","Emails_Moved","Moved","The total number of emails that were moved from this queue to any other queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Moved_From_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Moved","Total"]
["Email Queue Activity","Max_Emails_Processed","Max Processed","The maximum number of e-mails that either were awaiting processing or were in processing within the contact center during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Maximum_Interactions_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Maximum Interactions","Maximum"]
["Email Queue Activity","Min_Emails_Processed","Min Processed","The minimum number of e-mails that were either waiting processing or in processing within the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Minimum_Interactions_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Minimum Interactions","Minimum"]
["eServices Agent Activity","Utilization","Utilization","The percentage of time an agent was active processing contacts as compared to current time.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","Utilization","false","false","false","CurrentRelativeTimePercentage","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","*,~LoggedOut,~NotMonitored","Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["eServices Agent Activity","Login_Time","Login Time","The total time that monitored agents were logged in.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["eServices Agent Activity","Email_In_Process","Email In Process","The total number of interactions being handled by this resource at the moment of measurement. Applied to GroupAgents, this stat type provides the current number of interactions being processed by all the agents in a specified agent group.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Current_Interactions_In_Processing","false","false","false","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Email_Offered","Email Offered","The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Email_Accepted","Email Accepted","The total number of emails that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Email_Processed","Email Processed","The total number of emails handled and processed by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Email_Processing_Time","Email Process Time","The total amount of time the agents/agent groups spent processing email and SMS transactions.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Chat_In_Process","Chat In Process","The total number of interactions being handled by this resource at the moment of measurement. Applied to GroupAgents, this stat type provides the current number of interactions being processed by all the agents in a specified agent group.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Current_Interactions_In_Processing","false","false","false","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Chat_Offered","Chat Offered","The total number of chats that were offered for processing to this resource during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Chat_Accepted","Chat Accepted","The total number of chats that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Chat_Processed","Chat Processed","The total number of Chats handled and processed by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Chat_Processing_Time","Chat Process Time","The total amount of time the agent/agent groups spent processing chat transactions.","time","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Social_Media_in_Process","Social in Process","The total number of current interactions being handled by this resource at the moment of measurement.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Current_Interactions_In_Processing","false","false","false","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Social_Media_Offered","Social Offered","The total number of social Media interactions that were offered for processing to this resource during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Social_Media_Accepted","Social Accepted","The total number of social Media interactions that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Social_Media_Processed","Social Processed","The total number of Social Media interactions handled by an agent at this place or this agent at his desktop during the specified period.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Agent Activity","Social_Media_Processing_Time","Social Process Time","The total amount of time the agent/agent group spent processing social media transactions.","time","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["eServices Queue KPIs","Email_Waiting","Email Waiting","The Total Number of Email interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["eServices Queue KPIs","Email_In_Process","Email In Process","The Total Number of Email interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["eServices Queue KPIs","Email_In_Queue","Email In Queue","The Total Number of Email interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["eServices Queue KPIs","Chat_Waiting","Chat Waiting","The Total Number of Chat interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_chat","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["eServices Queue KPIs","Chat_In_Process","Chat In Process","The Total Number of Chat interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_chat","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["eServices Queue KPIs","Chat_In_Queue","Chat In Queue","The Total Number of Chat interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_chat","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["eServices Queue KPIs","Social_Media_Waiting","Social Waiting","The Total Number of Social Media interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_social","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["eServices Queue KPIs","Social_Media_In_Process","Social In Process","The Total Number of Social Media interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_social","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["eServices Queue KPIs","Social_Media_In_Queue","Social In Queue","The Total Number of Social Media interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_social","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["eServices Queue KPIs","Work_Item_Waiting","Work Item Waiting","The Total Number of Work Item interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["eServices Queue KPIs","Work_Item_In_Process","Work Item In Process","The Total Number of Work Item interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["eServices Queue KPIs","Work_Item_In_Queue","Work Item In Queue","The Total Number of Work Item interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["Facebook Media Activity","Facebook_Offered","Offered","The total number of posts that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Offered_60M","Offered (60m)","The total number of posts that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Perc_Accepted","% Accepted","The percentage of posts accepted by the agent based on total of Facebooks offered.","percent","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Ixn_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Perc_Rejected","% Rejected","The percentage of posts rejected by the agent based on total Facebooks offered.","percent","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Perc_Missed","% Missed","The percentage of posts missed by the agent based on total Facebooks offered.","percent","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Accepted","Accepted","The total number of posts that were offered for processing and that were accepted by Agent during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Accepted_60M","Accepted (60m)","The total number of posts that were offered for processing and that were accepted by agent during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Rejected","Rejected","The total number of posts that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Rejected_60M","Rejected (60m)","The total number of posts that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Missed","Missed","The total number of posts that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Missed_60M","Missed (60m)","The total number of posts that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook Media Activity","Facebook_Concurrent_Sessions","Concurrent Facebooks","The total number of concurrent Facebooks currently happening.","integer","SChangesBasedNotification","0","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","concurrent_Facebook_sessions","false","false","false","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Offered","Offered","The total number of work items that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Accepted","Accepted","The total number of work items that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Rejected","Rejected","The total number of work items that were offered for processing to an agent or agent group, and that were rejected, during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Terminated","Terminated","The total number of work items that were terminated by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Inbound_Interactions_Stopped","false","false","false","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Processed","Processed","The total number of work items handled by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Timed_Out","Timed Out","The total number of work items that were accepted, pulled, or created and subsequently revoked by this resource or agent group during the specified period because of prolonged non activity. For e-mail interactions, this stat type excludes revoked e-mail interactions that were rejected by the agent and includes interactions that timed out as not accepted while delivering.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Transfers_Made","Transfers Made","The total number of work item transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Total_Number_Transfers_Made","false","false","false","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Work_Item_Processing_Time","Processing Time","The total amount of time that work items either: were in processing at this place or this agent's or agent group desktop at the beginning of the reporting interval and finished processing within the same reporting interval or  Started processing within the reporting interval and finished processing within the same reporting interval.","time","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Agent Activity","Avg_Work_Item_Processing_Time","Avg Processing Time","The average amount of time that an agent, a place, or a group thereof spent handling work items interactions.","time","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Average_Processing_Time","false","false","false","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["IWD Queue Activity","Work_Item_Entered","Entered","The total number of work item interactions that entered the queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Entered_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Entered","Total"]
["IWD Queue Activity","Work_Item_Stopped","Stopped","The total number of work item interactions for which processing has stopped while in this queue during the reported time period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Stopped_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Stopped Processing","Total"]
["IWD Queue Activity","Work_Item_Moved","Moved","The total number of work items that were moved from this queue to any other queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Moved_From_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Moved","Total"]
["IWD Queue Activity","Max_Work_Item_Processed","Max Processed","The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Maximum_Interactions_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Maximum Interactions","Maximum"]
["IWD Queue Activity","Min_Work_Item_Processed","Min Processed","The minimum number of work items that were either waiting processing or in processing within the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Minimum_Interactions_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Minimum Interactions","Minimum"]
["IWD Queue Activity","Work_Item_Waiting","Current Waiting","The total number of work item interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["IWD Queue Activity","Work_Item_In_Queue","Current In Queue","The total number of work item interactions that are currently in interaction queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["Queue KPIs","Service_Level","Service Level","A ratio of calls answered to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Service_Level_10s","Service Level (10s)","A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-10","00-10","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Service_Level_20s","Service Level (20s)","A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-20","00-20","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Service_Level_30s","Service Level (30s)","A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-30","00-30","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Service_Level_45s","Service Level (45s)","A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-45","00-45","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Service_Level_60s","Service Level (60s)","A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-60","00-60","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Distinct_Entered","Distinct Entered","The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Entered","Entered","The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.","integer","","","",null,"",null,"",null,"Result = Data.Abandoned.Value + Data.Abandoned_From_Ringing.Value + Data.Answered.Value + Data.Cleared.Value + Data.Current_Calls.Value;","","","",""]
["Queue KPIs","Abandoned","Abandoned","The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Abandoned","false","false","false","TotalNumber","CallAbandoned",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Abandoned_From_Ringing","Abandoned Ringing","The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Abandoned_Ringing","false","false","false","TotalNumber","CallAbandonedFromRinging",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Cleared","Cleared","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Answered","Answered","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Answered","false","false","false","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Answered_less_10s","Answered < 10s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-10","00-10","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Answered_between_10s_and_20s","Answered 10 and 20s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range10-20","10-20","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Answered_less_30s","Answered < 30s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-30","00-30","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Answered_less_60s","Answered < 60s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-60","00-60","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue KPIs","Current_Calls","Current Calls","The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CurrNumberWaitingCalls","false","false","false","CurrentNumber","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction","DCID"]
["Queue KPIs","Current_AWT","Current AWT","The average time of live calls currently waiting at a distribution DN, typically a VQ.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CurrAvgCallWaitingTime","false","false","false","CurrentAverageTime","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction"]
["Queue KPIs","Max_Calls","Max Calls","The maximum number of voice interactions simultaneously waiting in this queue for the day.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Maximum_Calls","false","false","false","MaxNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Min_Calls","Min Calls","The minimum number of voice interactions simultaneously waiting in this queue during the last hour.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","LastHour","3600:60","",null,"","Minimum_Calls","false","false","false","MinNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Forwarded","Forwarded","The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Forwarded","false","false","false","TotalNumber","CallForwarded",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Curr_Max_Wait_Time","Oldest Call Waiting","The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CurrMaxCallWaitingTime","false","false","false","CurrentMaxTime","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction"]
["Queue KPIs","Max_Answer_Time","Max Answer Time","The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Max_Time_To_Answer","false","false","false","MaxTime","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Average_Speed_Answer","ASA","The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AverTimeAnswer","false","false","false","AverageTime","CallAnswered","CallAnswered","GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Average_Handle_Time","AHT","The average amount of time spent handling an Interaction distributed directly from this mediation DN.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AverHandleTime","false","false","false","AverageTime","CallReleased, ACWCompleted","CallReleased","GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Average_Wait_Abandoned","AWA","The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AverWaitAbandonTime","false","false","false","AverageTime","CallAbandoned, CallAbandonedFromRinging","CallAbandoned, CallAbandonedFromRinging","GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Average_Wait_Time","AWT","The average amount of time an interaction waits on a specified queue or at a specified route point.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","QueueAverageWaitingTime","false","false","false","AverageTime","CallWait","CallWait","Queue, RoutePoint, GroupQueues","DNAction"]
["Queue KPIs","Percentage_Abandoned","% Abandoned","Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).","percent","","","",null,"",null,"",null,"if (Data.Entered.Value > 0) Result = 100 * Data.Abandoned.Value / Data.Entered.Value; else Result = 0;","","","",""]
["Queue KPIs","Percentage_Cleared","% Cleared","Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).","percent","","","",null,"",null,"",null,"if (Data.Entered.Value > 0) Result = 100 * Data.Cleared.Value / Data.Entered.Value; else Result = 0;","","","",""]
["Queue KPIs","Wait_Time","Wait Time","The total time calls waited in the queue.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Queue_Wait_Time","false","false","false","TotalTime","CallAnswered,CallAbandoned,CallAbandonedFromRinging,CallDistributed,CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Current_Logged_In","Agents Logged In","The number of agents that are currently logged into a given queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsLoggedInQueue","false","false","false","CurrentNumber","AgentLogin",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Current_Ready","Agents Ready","The number of agents who are currently in the ready state and are logged in to the specified queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsReadyInQueue","false","false","false","CurrentNumber","AgentReady",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue KPIs","Percentage_Current_Ready","% Agents Ready","The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsReadyRatio","false","false","false","CurrentRelativeNumberPercentage","AgentReady","AgentLogin","GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Entered","Entered","The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Queue Overflow Reason","Cleared","Cleared","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Percentage_Cleared","% Cleared","Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Call_Cleared_Percentage","false","false","false","RelativeNumberPercentage","CallCleared","CallEntered","GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Closed","Overflow Closed","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Closed","PairExists(\"UD_CallResultReason\",\"OutOfHours\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Is_Special_Day","Overflow Special Day","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_SpecialDay","PairExists(\"UD_CallResultReason\",\"IsSpecialDay\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Emergency","Overflow Emergency","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Emergency","PairExists(\"UD_CallResultReason\",\"Emergency\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","No_More_Target","Overflow Dissuaded","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Dissuasion","PairExists(\"UD_CallResultReason\",\"NoMoreTargets\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Route_Overflow","Overflow Route","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Overflow","PairExists(\"UD_CallResultReason\",\"RouteOverflow\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","VoiceMail","Overflow Voicemail","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","Dissu_MEVO","PairExists(\"TYPE_DISSU\",\"VOICEMAIL\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Prompt","Overflow Message","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","Dissu_MSG","PairExists(\"TYPE_DISSU\",\"MSG\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Queue Overflow Reason","Outsourcer","Overflow Outsourced","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","Dissu_Outsourcer","PairExists(\"TYPE_DISSU\",\"OUTSOURCER\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Twitter Media Activity","Twitter_Offered","Offered","The total number of Tweets that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Offered_60M","Offered (60m)","The total number of Tweets that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Perc_Accepted","% Accepted","The percentage of Tweets accepted by the agent based on total of Twitters offered.","percent","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Ixn_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Perc_Rejected","% Rejected","The percentage of Tweets rejected by the agent based on total Twitters offered.","percent","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Perc_Missed","% Missed","The percentage of Tweets missed by the agent based on total Twitters offered.","percent","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Accepted","Accepted","The total number of Tweets that were offered for processing and that were accepted by Agent during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Accepted_60M","Accepted (60m)","The total number of Tweets that were offered for processing and that were accepted by agent during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Rejected","Rejected","The total number of Tweets that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Rejected_60M","Rejected (60m)","The total number of Tweets that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Missed","Missed","The total number of Tweets that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Missed_60M","Missed (60m)","The total number of Tweets that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter Media Activity","Twitter_Concurrent_Sessions","Concurrent Twitters","The total number of concurrent Twitters currently happening.","integer","SChangesBasedNotification","0","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","concurrent_Twitter_sessions","false","false","false","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]

{"sheet":"TimeRanges","index":2,"n_rows":7,"n_cols":2,"rows_kept":7,"flags":["formulas_cached_only"]}
["Name","Definition"]
["Range0-10","00-10"]
["Range0-30","00-30"]
["Range0-20","00-20"]
["Range0-45","00-45"]
["Range0-60","00-60"]
["Range10-20","10-20"]

{"sheet":"Filters","index":3,"n_rows":50,"n_cols":2,"rows_kept":50,"flags":["formulas_cached_only"]}
["Name","Definition"]
["Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")"]
["Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")"]
["MOTIF_Break","PairExists(Reasons,\"ReasonCode\",\"Break\")"]
["MOTIF_Lunch","PairExists(Reasons,\"ReasonCode\",\"Lunch\")"]
["MOTIF_Others","~PairExists(Reasons,\"ReasonCode\",\"Lunch\")&~PairExists(Reasons,\"ReasonCode\",\"Break\")"]
["VoiceCall","MediaType=voice"]
["CHAT_MEDIA","MediaType=chat"]
["csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")"]
["csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")"]
["csg_SessionUntilFirstReplyTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstReplyTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")"]
["cse_AgentReplyMaxTime","PairExists(\"cse_AgentReplyMaxTime\",\"*\")"]
["cse_AgentReplyTotalCount","PairExists(\"cse_AgentReplyTotalCount\",\"*\")"]
["cse_AgentReplyTotalTime","PairExists(\"cse_AgentReplyTotalTime\",\"*\")"]
["csg_MessagesFromAgentsSize","PairExists(\"csg_MessagesFromAgentsSize\",\"*\")"]
["csg_MessagesFromAgentsCount","PairExists(\"csg_MessagesFromAgentsCount\",\"*\")"]
["CH_Start_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&ThisQueue=\"ChatInitialization\""]
["CH_SA_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&(ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")"]
["CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")"]
["EMAIL_MEDIA","MediaType=email"]
["ChatSession","MediaType=chat"]
["Media_Social","PairExist(\"MediaType\",\"facebook\")"]
["Media_Workitem","PairExist(\"MediaType\",\"workitem\")"]
["St_Closed","PairExists(\"UD_CallResultReason\",\"OutOfHours\")"]
["St_SpecialDay","PairExists(\"UD_CallResultReason\",\"IsSpecialDay\")"]
["St_Emergency","PairExists(\"UD_CallResultReason\",\"Emergency\")"]
["St_Dissuasion","PairExists(\"UD_CallResultReason\",\"NoMoreTargets\")"]
["St_Overflow","PairExists(\"UD_CallResultReason\",\"RouteOverflow\")"]
["Dissu_MEVO","PairExists(\"TYPE_DISSU\",\"VOICEMAIL\")"]
["Dissu_MSG","PairExists(\"TYPE_DISSU\",\"MSG\")"]
["Dissu_Outsourcer","PairExists(\"TYPE_DISSU\",\"OUTSOURCER\")"]
["VCB_Accepted","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"1\")"]
["VCB_Answered","PairExist(\"_CB_N_AGENT_ADDED_TO_IXN\",\"1\")"]
["VCB_ASAP","~(PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"0\"))"]
["VCB_Callback","PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"*\")"]
["VCB_Cancelled","PairExist(\"_CB_DIM_DIAL_DIALOG_RESULT\", \"CANCELLED\")"]
["VCB_CNCF","PairExists(\"ClosedNoCallbackOption\",\"False\")"]
["VCB_CNCfalse","PairExists(\"ClosedNoCallbackOption\",\"false\")"]
["VCB_CNCT","PairExists(\"ClosedNoCallbackOption\",\"True\")"]
["VCB_CNCtrue","PairExists(\"ClosedNoCallbackOption\",\"true\")"]
["VCB_Customer_Connected","PairExist(\"_CB_N_CUSTOMER_CONNECTED\", \"1\")"]
["VCB_Customer_Connected_Abandoned","PairExist(\"_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT\", \"1\")"]
["VCB_CWCBF","PairExists(\"ClosedWithCallbackOption\",\"False\")"]
["VCB_CWCBfalse","PairExists(\"ClosedWithCallbackOption\",\"false\")"]
["VCB_CWCBT","PairExists(\"ClosedWithCallbackOption\",\"True\")"]
["VCB_CWCBtrue","PairExists(\"ClosedWithCallbackOption\",\"true\")"]
["VCB_Declined","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"0\")"]
["VCB_NoCallback","~(PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"\"))"]
["VCB_NotASAP","PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"0\")"]
["VCB_RealCall","~(PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"*\"))"]

{"sheet":"TimeProfiles","index":4,"n_rows":4,"n_cols":2,"rows_kept":4,"flags":["formulas_cached_only"]}
["Name","Definition"]
["Default,Growing","00:00"]
["LastHour,Sliding","3600:60"]
["Last15M,Sliding","900:15"]

{"sheet":"StatTypes","index":5,"n_rows":173,"n_cols":10,"rows_kept":173,"flags":["formulas_cached_only"]}
["StatType","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Interactions_Offered","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Ixn_Perc_Accepted","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Ixn_Perc_Rejected","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Ixn_Perc_Missed","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Interactions_Accepted","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Interactions_Rejected","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Interactions_Timed_Out","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["concurrent_Twitter_sessions","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]
["concurrent_Facebook_sessions","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]
["CurrAgentsLoggedIn","CurrentNumber","*,~NotMonitored,~LoggedOut",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrentReadyAgents","CurrentNumber","WaitForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberNotReadyStatuses","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberACWStatuses","CurrentNumber","AfterCallWork",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberConsultStatuses","CurrentNumber","CallConsult",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberDialingStatuses","CurrentNumber","CallDialing",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberHoldStatuses","CurrentNumber","CallOnHold",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberInboundStatuses","CurrentNumber","CallInbound",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberOutboundStatuses","CurrentNumber","CallOutbound",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberInternalStatuses","CurrentNumber","CallInternal",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrNumberRingingStatuses","CurrentNumber","CallRinging",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrAgentsLoggedOut","CurrentNumber","LoggedOut",null,"GroupAgents, GroupPlaces","AgentStatus"]
["CurrAgentsPercReady","CurrentRelativeNumberPercentage","WaitForNextCall","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["CurrAgentsPercNotReady","CurrentRelativeNumberPercentage","NotReadyForNextCall","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["CurrAgentsPercInbound","CurrentRelativeNumberPercentage","CallInbound","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["Total_Login_Time","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Wait_Time","TotalAdjustedTime","WaitForNextCall",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Not_Ready_Time","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Total_Ringing_Time","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Dialing_Time","TotalAdjustedTime","CallDialing",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Handle_Time","TotalAdjustedTime","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Inbound_Time","TotalAdjustedTime","CallInbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Outbound_time","TotalAdjustedTime","CallOutbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Hold_Time","TotalAdjustedTime","CallOnHold",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Work_Time","TotalAdjustedTime","AfterCallWork",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Consult_Time","TotalAdjustedTime","CallConsult",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Internal_Time","TotalAdjustedTime","CallInternal",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Total_Calls_Offered","TotalNumber","CallAnswered, CallForwarded, CallAbandonedFromRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["CallsAnswered","TotalNumber","CallAnswered",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["AbandonedFromRinging","TotalNumber","CallAbandonedFromRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Calls_Forced_Off","TotalNumber","CallForwarded",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Total_Calls_Outbound","TotalAdjustedNumber","CallOutbound",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Total_Calls_Internal","TotalAdjustedNumber","CallInternal",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Total_Number_on_Hold","TotalAdjustedNumber","CallOnHold",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Transfers_Made","TotalNumber","CallTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Calls_Consult_Made","TotalNumber","CallConsultOriginated",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Short_Talk","TotalNumberInTimeRange","CallUnknown,CallConsult,CallInternal,CallOutbound,CallInbound,ASM_Outbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Average_Handle_Time","AverageTime","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Average_ACW_Time","AverageTime","AfterCallWork","AfterCallWork","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Average_Hold_Time","AverageTime","CallOnHold","CallOnHold","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Average_In_Time","AverageTime","CallInbound, CallUnknown","CallInbound, CallUnknown","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Average_Out_Time","AverageTime","CallOutbound","CallOutbound","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Average_Ringing_Time","AverageTime","CallRinging","CallRinging","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent_Occupancy","RelativeTimePercentage","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","*,~NotMonitored,~LoggedOut","Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["ExtendedCurrentStatus","CurrentState","*",null,"Agent","DNAction"]
["Continuous_Login_Time","CurrentContinuousTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place","AgentStatus"]
["CampHitRatio","RelativeNumberPercentage","DialAnswer","DialMade","CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampEstimatedTimeToComplete","EstimTimeToComplete","*",null,"CallingList, Campaign","CampaignAction"]
["CampRecordsCompleted","TotalNumber","LeadProcessed",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampAbandoned","TotalNumber","DialAbandoned",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampAnsweringMachine","TotalNumber","DialAnswMachine",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampAnswers","TotalNumber","DialAnswer",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampBusy","TotalNumber","DialBusy",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampCancel","TotalNumber","DialCancel",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampDialMade","TotalNumber","DialMade",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampDoNotCall","TotalNumber","DialDoNotCall",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampDropped","TotalNumber","DialDropped",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampFaxModem","TotalNumber","DialFaxDetected",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampNoAnswer","TotalNumber","DialNoAnswer",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampNoRPC","TotalNumber","DialWrongParty",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampSITDetected","TotalNumber","DialSITDetected",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampCallbacksCompleted","TotalNumber","CallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampCallbacksMissed","TotalNumber","CallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampCallbacksScheduled","TotalNumber","CallbackScheduled",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampPersonalCallbacksCompleted","TotalNumber","PersonalCallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampPersonalCallbacksMissed","TotalNumber","PersonalCallbackMissed",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampPersonalCallbacksScheduled","TotalNumber","PersonalCallbackScheduled",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["CampGrActivatedDuration","TotalTime","StatusActivated",null,"CampaignGroup","CampaignAction"]
["CampGrDeactivatedDuration","TotalTime","StatusDeactivated",null,"CampaignGroup","CampaignAction"]
["CampGrRunningDuration","TotalTime","StatusRunning",null,"CampaignGroup","CampaignAction"]
["CampGrSystemErrorDuration","TotalTime","StatusSystemError",null,"CampaignGroup","CampaignAction"]
["CampGrWaitingAgentsDuration","TotalTime","StatusWaitingAgents",null,"CampaignGroup","CampaignAction"]
["CampGrWaitingPortDuration","TotalTime","StatusWaitingPorts",null,"CampaignGroup","CampaignAction"]
["CampGrWaitingRecordsDuration","TotalTime","StatusWaitingRecords",null,"CampaignGroup","CampaignAction"]
["CampCurrentState","CurrentState","*",null,"Campaign, CampaignGroup","CampaignAction"]
["CampGrCurrElapsedSystemErrorTime","CurrentTime","StatusSystemError",null,"CampaignGroup","CampaignAction"]
["CampGrCurrElapsedTimeForCurrDialMode","CurrentTime","ModePredict, ModeProgress, ModePreview, ModeProgressAndSeize, ModePredictAndSeize",null,"CampaignGroup","CampaignAction"]
["CampGrCurrElapsedWaitingAgentsTime","CurrentTime","StatusWaitingAgents",null,"CampaignGroup","CampaignAction"]
["CampGrCurrElapsedWaitingPortTime","CurrentTime","StatusWaitingPorts",null,"CampaignGroup","CampaignAction"]
["CampGrCurrElapsedWaitingRecordsTime","CurrentTime","StatusWaitingRecords",null,"CampaignGroup","CampaignAction"]
["TotalReadyDNStatusTime","TotalTime","WaitForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["TotalNotReadyDNStatusTime","TotalTime","NotReadyForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Total_Ringing_Time_v1","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Interactions_Processing_Time","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Average_Processing_Time","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Ixn_Perc_Transfers_Made","RelativeNumberPercentage","InteractionTransferMade","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Total_Number_Transfers_Made","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Short_Interaction","TotalNumberInTimeRange","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["concurrent_chat_sessions","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]
["Agent_csg_CustomerTime_FirstAgentTime_AverageCustomValue","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_CustomerTime_FirstAgentTime_MinCustomValue","MinCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_CustomerTime_FirstAgentTime_MaxCustomValue","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_CustomerTime_FirstAgentTime_TotalCustomValue","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_SessionUntilFirstAgentTime_AverageCustomValue","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_SessionUntilFirstAgentTime_MaxCustomValue","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_FirstReplyTime_FirstAgentTime_AverageCustomValue","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstReplyTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_FirstReplyTime_FirstAgentTime_MaxCustomValue","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstReplyTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_cse_AgentReplyMaxTime_TotalCustomValue","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyMaxTime\",1)","chat"]
["Agent_cse_AgentReplyTotalCount_TotalCustomValue","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyTotalCount\",1)","chat"]
["Agent_cse_AgentReplyTotalTime_TotalCustomValue","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyTotalTime\",1)","chat"]
["Agent_csg_MessagesFromAgentsSize_TotalCustomValue","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_MessagesFromAgentsSize\",1)","chat"]
["Agent_csg_MessagesFromAgentsCount_TotalCustomValue","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_MessagesFromAgentsCount\",1)","chat"]
["Chat_Entered","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat_Answered","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat_CurrentWait","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat_Wait_Time","TotalTime","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat_Wait_Time_Avg","AverageTime","CallWait","CallWait","GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Chat_Perc_Accepted","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Inbound_Interactions_Stopped","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Inbound_Inx_Perc_Stopped","RelativeNumberPercentage","InteractionStoppedInbound","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Interactions_Initiated_Out","TotalNumber","HandlingOutboundStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["MediaX_Total_Entered_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Entered","Total"]
["MediaX_Stopped_Processing_In_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Stopped Processing","Total"]
["MediaX_Total_Moved_From_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Moved","Total"]
["MediaX_Maximum_Interactions_In_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Maximum Interactions","Maximum"]
["MediaX_Minimum_Interactions_In_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Minimum Interactions","Minimum"]
["Utilization","CurrentRelativeTimePercentage","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","*,~LoggedOut,~NotMonitored","Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Current_Interactions_In_Processing","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Interactions_Processed","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["MediaX_Current_Waiting_Processing_In_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["MediaX_Current_In_Processing_In_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["MediaX_Current_In_Queue_email","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["MediaX_Current_Waiting_Processing_In_Queue_chat","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["MediaX_Current_In_Processing_In_Queue_chat","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["MediaX_Current_In_Queue_chat","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["MediaX_Current_Waiting_Processing_In_Queue_social","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["MediaX_Current_In_Processing_In_Queue_social","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["MediaX_Current_In_Queue_social","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["MediaX_Current_Waiting_Processing_In_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["MediaX_Current_In_Processing_In_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["MediaX_Current_In_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["MediaX_Total_Entered_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Entered","Total"]
["MediaX_Stopped_Processing_In_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Stopped Processing","Total"]
["MediaX_Total_Moved_From_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Moved","Total"]
["MediaX_Maximum_Interactions_In_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Maximum Interactions","Maximum"]
["MediaX_Minimum_Interactions_In_Queue_workitem","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Minimum Interactions","Minimum"]
["Service_Level","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Calls_Entered","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Calls_Abandoned","TotalNumber","CallAbandoned",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Calls_Abandoned_Ringing","TotalNumber","CallAbandonedFromRinging",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Cleared","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Calls_Answered","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Calls_Answered_In_Threshold","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["CurrNumberWaitingCalls","CurrentNumber","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction","DCID"]
["CurrAvgCallWaitingTime","CurrentAverageTime","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction"]
["Maximum_Calls","MaxNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Minimum_Calls","MinNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Forwarded","TotalNumber","CallForwarded",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["CurrMaxCallWaitingTime","CurrentMaxTime","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction"]
["Max_Time_To_Answer","MaxTime","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["AverTimeAnswer","AverageTime","CallAnswered","CallAnswered","GroupQueues, Queue, RoutePoint","DNAction"]
["AverHandleTime","AverageTime","CallReleased, ACWCompleted","CallReleased","GroupQueues, Queue, RoutePoint","DNAction"]
["AverWaitAbandonTime","AverageTime","CallAbandoned, CallAbandonedFromRinging","CallAbandoned, CallAbandonedFromRinging","GroupQueues, Queue, RoutePoint","DNAction"]
["QueueAverageWaitingTime","AverageTime","CallWait","CallWait","Queue, RoutePoint, GroupQueues","DNAction"]
["Total_Queue_Wait_Time","TotalTime","CallAnswered,CallAbandoned,CallAbandonedFromRinging,CallDistributed,CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["CurrAgentsLoggedInQueue","CurrentNumber","AgentLogin",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["CurrAgentsReadyInQueue","CurrentNumber","AgentReady",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["CurrAgentsReadyRatio","CurrentRelativeNumberPercentage","AgentReady","AgentLogin","GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Call_Cleared_Percentage","RelativeNumberPercentage","CallCleared","CallEntered","GroupQueues, Queue, RoutePoint","DNAction"]
["CurrentAgentGroupTargetState","CurrentTargetState","*",null,"GroupAgents","GroupStatus"]
["VCB_Total_Calls_Entered","TotalNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["VCB_Current_Calls_Entered","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Distribute_Time","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]

{"sheet":"Agent Group Status","index":6,"n_rows":23,"n_cols":26,"rows_kept":23,"flags":["formulas_cached_only"]}
["Template Name","Agent Group Status"]
["Description","Agents are provided logins or devices and are assigned to media that match their skills. With this report, the supervisor can ensure the agents are logged in where they should be and managing the media for which they are responsible."]
["Output Frequency","60"]
["Allowed Objects","SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Current_Agents_Logged_In","Logged In","The number of agents that are currently logged in at all the DNs within a specified agent group, or at all the DNs at places within the specified place group.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsLoggedIn","false","false","false","CurrentNumber","*,~NotMonitored,~LoggedOut",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Ready","Ready","The number of agents who are currently in the Ready state. Typically, it represents the total number of agents waiting for customer interactions or specific tasks.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrentReadyAgents","false","false","false","CurrentNumber","WaitForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Not_Ready","Not Ready","The number of agents who are currently logged in and who are currently in the NotReady state. Typically, it represents the total number of agents not available to handle incoming interactions.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Break","Break","The number of agents who are in Not Ready state with Reason Break.","integer","STimeBasedNotification","60","MOTIF_Break","PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Lunch","Lunch","The number of agents who are in Not Ready state with Reason Lunch.","integer","STimeBasedNotification","60","MOTIF_Lunch","PairExists(Reasons,\"ReasonCode\",\"Lunch\")","",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Others","Offline","The number of agents who are in Not Ready state with Reason different from Lunch and Break.","integer","STimeBasedNotification","60","MOTIF_Others","~PairExists(Reasons,\"ReasonCode\",\"Lunch\")&~PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","CurrNumberNotReadyStatuses","false","false","false","CurrentNumber","NotReadyForNextCall",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_ACW","ACW","The current number of agents in the AfterCallWork status. Typically this status happens when an agent is no longer talking with the customer but still requires additional time to handle properly customer requests.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberACWStatuses","false","false","false","CurrentNumber","AfterCallWork",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Consult","Consult","The current number of agents in CallConsult status (participating in consultation calls).","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberConsultStatuses","false","false","false","CurrentNumber","CallConsult",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Dialing","Dialing","The current number of agents in CallDialing status (dialing calls).","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberDialingStatuses","false","false","false","CurrentNumber","CallDialing",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_On_Hold","On Hold","The current number of agents in CallOnHold status; that is, where the agent has one or more calls on hold.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberHoldStatuses","false","false","false","CurrentNumber","CallOnHold",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Inbound","Inbound","The current number of agents in CallInbound status; that is, where the agent is conducting one or more inbound calls.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberInboundStatuses","false","false","false","CurrentNumber","CallInbound",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Outbound","Outbound","The current number of agents in CallOutbound status; that is, where the agent is conducting one or more outbound calls.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberOutboundStatuses","false","false","false","CurrentNumber","CallOutbound",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Internal","Internal","The current number of agents in CallInternal status; that is, where the agent is conducting one or more internal calls.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberInternalStatuses","false","false","false","CurrentNumber","CallInternal",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Ringing","Ringing","The current number of agents in CallRinging status; that is, where one or more calls are waiting to be answered by an agent.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrNumberRingingStatuses","false","false","false","CurrentNumber","CallRinging",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Current_Agents_Logged_Out","Logged Out","The number of agents that are currently logged out from Genesys environment.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsLoggedOut","false","false","false","CurrentNumber","LoggedOut",null,"GroupAgents, GroupPlaces","AgentStatus"]
["Perc_Ready","% Ready","The percentage of agents ready to handle customers calls.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsPercReady","false","false","false","CurrentRelativeNumberPercentage","WaitForNextCall","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["Perc_Not_Ready","% Not Ready","The percentage of agents in a not ready status.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsPercNotReady","false","false","false","CurrentRelativeNumberPercentage","NotReadyForNextCall","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]
["Perc_Inbound","% Inbound","The percentage of agents handling customer calls.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsPercInbound","false","false","false","CurrentRelativeNumberPercentage","CallInbound","*,~NotMonitored,~LoggedOut","GroupAgents, GroupPlaces","AgentStatus"]

{"sheet":"Agent KPIs","index":7,"n_rows":38,"n_cols":26,"rows_kept":38,"flags":["formulas_cached_only"]}
["Template Name","Agent KPIs"]
["Description","Agents manage many transactions and states in addition or related to answered calls. Viewing all the data in a single report provides the supervisor with an understanding of agent's performance as a function of first call resolution."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgent, SObjectAgentPlace, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Login_Time","Login Time","The total time that monitored agents were logged in. This metric does not include logged-in time when the switch is disconnected from Stat Server. When this metric is applied to an Agent Group, this metric calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Ready_Time","Ready Time","The total time this agent spent waiting for the next call. The total duration of all WaitForNextCall statuses that completed for a particular agent during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total ready time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Wait_Time","false","false","false","TotalAdjustedTime","WaitForNextCall",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Not_Ready_Time","Not Ready Time","The total time that an agent's DN completed being in NotReadyForNextCall status during the reporting interval. When this metric is applied to an Agent Group, this metric calculates the total not ready time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Break_Time","Break Time","The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Break.","time","STimeBasedNotification","60","MOTIF_Break","PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Lunch_Time","Lunch Time","The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason Lunch.","time","STimeBasedNotification","60","MOTIF_Lunch","PairExists(Reasons,\"ReasonCode\",\"Lunch\")","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Others_Time","Offline Time","The total of time an agent was not available to handle incoming interactions because he was not Ready with Reason different from Break and Lunch.","time","STimeBasedNotification","60","MOTIF_Others","~PairExists(Reasons,\"ReasonCode\",\"Lunch\")&~PairExists(Reasons,\"ReasonCode\",\"Break\")","",null,"",null,"","Total_Not_Ready_Time","false","false","false","TotalAdjustedTime","NotReadyForNextCall",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Ring_Time","Ringing Time","The total amount of time that calls were ringing on an agent's phone.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Ringing_Time","false","false","false","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Dialing_Time","Dialing Time","The total amount of time that calls were dialing on an agent's phone.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Dialing_Time","false","false","false","TotalAdjustedTime","CallDialing",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Handle_Time","Handle Time","The total time agents spend handling inbound, internal or outbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Handle_Time","false","false","false","TotalAdjustedTime","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Inbound_Time","In Time","The total time agents spend handling inbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Inbound_Time","false","false","false","TotalAdjustedTime","CallInbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Outbound_Time","Out Time","The total time agents spend handling outbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Outbound_time","false","false","false","TotalAdjustedTime","CallOutbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Hold_Time","Hold Time","The total time agents spend on hold.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Hold_Time","false","false","false","TotalAdjustedTime","CallOnHold",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["ACW_Time","ACW Time","The total time an agent's DN(s) completed being in AfterCallWork status during the reporting interval. This typically represents the time an agent spent doing follow-up work after calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Work_Time","false","false","false","TotalAdjustedTime","AfterCallWork",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Consult_Time","Consult Time","The total time agents spend handling consultative calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Consult_Time","false","false","false","TotalAdjustedTime","CallConsult",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Internal_Time","Internal Time","The total time agents spend handling internal calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Internal_Time","false","false","false","TotalAdjustedTime","CallInternal",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Offered","Offered","The total number of calls offered to an agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Offered","false","false","false","TotalNumber","CallAnswered, CallForwarded, CallAbandonedFromRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Answered","Answered","The total number of incoming calls answered by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CallsAnswered","false","false","false","TotalNumber","CallAnswered",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Answered_Last_Hr","Answered (last Hr)","The total number of incoming calls answered by the agent in the last hour.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","LastHour","3600:60","",null,"","CallsAnswered","false","false","false","TotalNumber","CallAnswered",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Abandoned_From_Ringing","Abandoned Ringing","The total number of calls abaondoned while agent desktop was ringing.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AbandonedFromRinging","false","false","false","TotalNumber","CallAbandonedFromRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Dropped","Calls Dropped","The total number of calls forwarded from one agent desktop to another (RONA).","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Calls_Forced_Off","false","false","false","TotalNumber","CallForwarded",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Outbound_Calls","Out","The total number of outbound calls handled by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Outbound","false","false","false","TotalAdjustedNumber","CallOutbound",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Internal_Calls","Internal","The total number of internal calls handled by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Internal","false","false","false","TotalAdjustedNumber","CallInternal",null,"Agent, GroupAgents, GroupPlaces, Place","AgentStatus"]
["Held","Held","The total number of calls put on hold by the agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Number_on_Hold","false","false","false","TotalAdjustedNumber","CallOnHold",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Transferred_Made","Transfers Made","The total number of voice interactions transferred by this agent during the reporting interval.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Transfers_Made","false","false","false","TotalNumber","CallTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Consult_Made","Consult Made","The total number of voice consultations made by this agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Calls_Consult_Made","false","false","false","TotalNumber","CallConsultOriginated",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Short_Talk","Short Talk < 10s","The total number of times this agent's DN completed being in Call status of less then specified duration (10s).","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-10","00-10","","Short_Talk","false","false","false","TotalNumberInTimeRange","CallUnknown,CallConsult,CallInternal,CallOutbound,CallInbound,ASM_Outbound",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Avg_Handle_Time","AHT","The average handling time represents the total time an agent spends handling inbound, outbound, internal, consultation, on hold and after call work tasks divided by the total number of inboud, outbound and internal calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Handle_Time","false","false","false","AverageTime","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Avg_ACW_Time","Avg ACW Time","The average After-Call-Work time represents the total time an agent spends on ACW status divided by the total number of time this agent was on ACW.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_ACW_Time","false","false","false","AverageTime","AfterCallWork","AfterCallWork","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Avg_Hold_Time","Avg Hold Time","The average Hold time represents the total time an agent spends on Hold status divided by the total number of time this agent put customer on hold.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Hold_Time","false","false","false","AverageTime","CallOnHold","CallOnHold","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Avg_In_Time","Avg In Time","The average In time represents the total time an agent spends handling an incoming calls divided by the total number of time this agent was handling inbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_In_Time","false","false","false","AverageTime","CallInbound, CallUnknown","CallInbound, CallUnknown","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Avg_Out_Time","Avg Out Time","The average Out time represents the total time an agent spends handling an outbound calls divided by the total number of time this agent was handling outbound calls.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Out_Time","false","false","false","AverageTime","CallOutbound","CallOutbound","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Avg_Ring_Time","Avg Ring Time","The average Ring time represents the total time an agent desktop was ringing divided by the total number of time this agent desktop was ringing.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Average_Ringing_Time","false","false","false","AverageTime","CallRinging","CallRinging","Agent, Place, GroupAgents, GroupPlaces","AgentStatus","DCID"]
["Agent_Occupancy","Agent Occupancy","The percent of time an agent spends handling calls versus their total login time.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Agent_Occupancy","false","false","false","RelativeTimePercentage","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","*,~NotMonitored,~LoggedOut","Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]

{"sheet":"Agent Login","index":8,"n_rows":21,"n_cols":26,"rows_kept":21,"flags":["formulas_cached_only"]}
["Template Name","Agent Login"]
["Description","This report provides a quick analysis indicating some kind of action and provides the primary view used to determine if the contact center is meeting criteria or level of service that customers expect."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgent"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Current_Status","Current Status","The current state (status) of a specified agent. Some examples of an agent's status include CallInbound, CallOutbound, and CallConsult.","string","SChangesBasedNotification","0","",null,"",null,"",null,"","ExtendedCurrentStatus","false","true","true","CurrentState","*",null,"Agent","DNAction"]
["Status_Time","Time in Status","The time agent spent in Current State.","time","","","",null,"",null,"",null,"Result = G.GetStatusDuration(Data.Current_Status.Value);","","","",""]
["Login_Time","Login Time","The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Continuous_Login_Time","Continuous Login Time","Current continuous time Agent remained logged in. Applied to GroupAgents and GroupPlaces this statistics calculates total of all Agents (Places) in the Group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Continuous_Login_Time","false","false","false","CurrentContinuousTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place","AgentStatus"]
["Reason","Reason","Reason(s) selected by Agent.","string","","","",null,"",null,"",null,"Result = G.GetReasonCodes(Data.Current_Status.Value);","","","",""]
["EmployeeId","Employee Id","Agent's Employee ID.","string","","","",null,"",null,"",null,"Result = G.GetEmployeeId(Data.Current_Status.Value);","","","",""]
["Place","Place","Agent's Place.","string","","","",null,"",null,"",null,"Result = G.GetPlace(Data.Current_Status.Value);","","","",""]
["Switch","Switch","Agent's Switch.","string","","","",null,"",null,"",null,"Result = G.GetSwitch(Data.Current_Status.Value);","","","",""]
["LoginId","Login Id","Agent's Login ID.","string","","","",null,"",null,"",null,"Result = G.GetLoginId(Data.Current_Status.Value);","","","",""]
["Extension","Extension","Agent's Extension.","string","","","",null,"",null,"",null,"Result = G.GetExtension(Data.Current_Status.Value);","","","",""]
["Position","Position","Agent's Position.","string","","","",null,"",null,"",null,"Result = G.GetPosition(Data.Current_Status.Value);","","","",""]
["Current_Status_KVP","Current Status KVP","The current state (status) of a specified agent to use in formulas for KVPs (Service Type, Service Sub Type, Customer Segment, Business Result).","string","SChangesBasedNotification","0","",null,"",null,"",null,"","ExtendedCurrentStatus","true","false","false","CurrentState","*",null,"Agent","DNAction"]
["Service_Type","Service Type","Service Type associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetServiceType(Data.Current_Status_KVP.Value);","","","",""]
["Service_SubType","Service Sub Type","Service Sub Type associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetServiceSubType(Data.Current_Status_KVP.Value);","","","",""]
["Customer_Segment","Customer Segment","Customer Segment associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetCustomerSegment(Data.Current_Status_KVP.Value);","","","",""]
["Business_Result","Business Result","Business Result associated to the call segmentation. Must be defined in the callflow as KVP.","string","","","",null,"",null,"",null,"Result = G.GetBusinessResult(Data.Current_Status_KVP.Value);","","","",""]

{"sheet":"Callback Activity","index":9,"n_rows":19,"n_cols":26,"rows_kept":19,"flags":["formulas_cached_only"]}
["Template Name","Callback Activity"]
["Description","Presents call activity statistics associated with the queues."]
["Output Frequency","60"]
["Allowed Objects","SObjectQueue"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Current_Calls","In Queue","The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","Default","00:00","",null,"","CurrNumberWaitingCalls","false","false","false","CurrentNumber","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction","DCID"]
["DistributedCalls","Offered","Total number of customers offered a Callback.","integer","STimeBasedNotification","60","",null,"Default","00:00","",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Callbacks_Accepted","Accepted","Total number of customers that accepted a callback.","integer","STimeBasedNotification","60","VCB_Accepted","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"1\")","",null,"",null,"","VCB_Total_Calls_Entered","false","false","false","TotalNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Cleared","Declined","Total number of Customers that chose to remain on Hold (Declined an Immediate Callback)","integer","STimeBasedNotification","60","VCB_RealCall","~(PairExists(\"_CB_T_CALLBACK_ACCEPTED\",\"*\"))","Default","00:00","",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Callbacks_Connected","Connected","Total number of calls that successfully connected to the callback queue.","integer","STimeBasedNotification","60","VCB_Customer_Connected","PairExist(\"_CB_N_CUSTOMER_CONNECTED\", \"1\")","",null,"",null,"","VCB_Total_Calls_Entered","false","false","false","TotalNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Callbacks_Answered","Answered","Total number of calls that were answered by an agent.","integer","STimeBasedNotification","60","VCB_Answered","PairExist(\"_CB_N_AGENT_ADDED_TO_IXN\",\"1\")","",null,"",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Cancelled","Cancelled","Total number of customers that received a callback but chose to cancel.","integer","","","",null,"",null,"",null,"if (Data.Total_Cleared.Value > 0) Result = (Data.Total_Cleared.Value - Data.Cleared.Value - Data.Total_Callbacks_Abandoned.Value); else Result = 0;","","","",""]
["Total_Callbacks_Abandoned","Abandoned From Ringing","Total number of calls that abandoned after receiving a callback but abandoned before an agent answered.","integer","STimeBasedNotification","60","VCB_Customer_Connected_Abandoned","PairExist(\"_CB_N_CUSTOMER_ABANDONED_WHILE_WAITING_FOR_AGENT\", \"1\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Current_Callbacks_Accepted","Current Accepted","Current number of customers that accepted a callback.","integer","STimeBasedNotification","60","VCB_Accepted","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"1\")","",null,"",null,"","VCB_Current_Calls_Entered","false","false","false","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Current_Callbacks_Connected","Current Connected","Current number of calls that successfully connected to the callback queue.","integer","STimeBasedNotification","60","VCB_Customer_Connected","PairExist(\"_CB_N_CUSTOMER_CONNECTED\", \"1\")","",null,"",null,"","VCB_Current_Calls_Entered","false","false","false","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Total_Wait_Time","Wait Time","Total amount of time all interactions spent in queue.  This is not an average.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Distribute_Time","false","false","false","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Wait_Time_Answered","Wait Time Answered","Total amount of time interactions that were answered spent in queue.  This is not an average.","time","STimeBasedNotification","60","VCB_Answered","PairExist(\"_CB_N_AGENT_ADDED_TO_IXN\",\"1\")","",null,"",null,"","Total_Distribute_Time","false","false","false","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Wait_Time_Declined","Wait Time Declined","Total amount of time interactions that declined a callback spent in queue.  This is not an average.","time","STimeBasedNotification","60","VCB_Declined","PairExist(\"_CB_N_CALLBACK_ACCEPTED\",\"0\")","",null,"",null,"","Total_Distribute_Time","false","false","false","TotalTime","CallDistributed",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Total_Cleared","Total Cleared","","integer","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]

{"sheet":"Campaign Activity","index":10,"n_rows":20,"n_cols":26,"rows_kept":20,"flags":["formulas_cached_only"]}
["Template Name","Campaign Activity"]
["Description","Monitor the activity associated with outbound campaigns."]
["Output Frequency","60"]
["Allowed Objects","SObjectCallingList, SObjectCampaign"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Campaign_Hit_Ratio","Hit Ratio","The percentage of successful dialing attempts initiated by a Campaign Manager with a call result of Answer (DialAnswer)-that is, a call is answered by a human voice-relative to the number of all dialing attempts made (DialMade) during the same time period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampHitRatio","false","false","false","RelativeNumberPercentage","DialAnswer","DialMade","CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Estimated_time_to_Complete","Estimated Time","The estimated time, in minutes, to complete a campaign or calling list.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampEstimatedTimeToComplete","false","false","false","EstimTimeToComplete","*",null,"CallingList, Campaign","CampaignAction"]
["Campaign_Records_Completed","Records Completed","The total number of leads from calling lists (counting records from the same lead as one record) processed to the point that no further action will be taken.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampRecordsCompleted","false","false","false","TotalNumber","LeadProcessed",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Dialed_Abandoned","Dialed Abandoned","The total number of dialing attempts with a call result of Abandon. CampAbandoned statistics pertain to a specified campaign or to a specified calling list.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampAbandoned","false","false","false","TotalNumber","DialAbandoned",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Dialed_Answering_Machine","Dialed Answering Machine","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Answering Machine Detected; that is, the Campaign Manager dropped the call because an answering machine was detected on the called party's side.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampAnsweringMachine","false","false","false","TotalNumber","DialAnswMachine",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Answers","Answers","The total number of dialing attempts initiated by a Campaign Manager with a call result of Answer (when a call is answered by a human voice). In some contact centers, the call result can also mean Right Party Contacted; that is, the call is answered by a live person who is not the Wrong Party.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampAnswers","false","false","false","TotalNumber","DialAnswer",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Attempt_Busies","Attempt Busies","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Busy; that is, the call does not go through because of a busy signal for the called party.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampBusy","false","false","false","TotalNumber","DialBusy",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Attempts_Cancelled","Attempts Cancelled","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Cancel.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCancel","false","false","false","TotalNumber","DialCancel",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Attempts_made","Attempts made","Total number of all dialing attempts made (initiated) by a Campaign Manager with any call results.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampDialMade","false","false","false","TotalNumber","DialMade",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_DoNotCall_Results","DoNotCall Results","The total number of completed dialing attempts initiated by a Campaign Manager with a call result of DoNotCall; that is, the customer asked to be put onto the 'Do not call list' when the call was intercepted by an operator. This case is also considered as an unsuccessful dial attempt.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampDoNotCall","false","false","false","TotalNumber","DialDoNotCall",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Dropped_Results","Dropped Results","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Dropped. Dropped calls are those that are answered at the destination but then abandoned in the queue because no agent is available to take them.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampDropped","false","false","false","TotalNumber","DialDropped",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Fax_Modem_Results","Fax Modem Results","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Fax Detected or Modem Detected.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampFaxModem","false","false","false","TotalNumber","DialFaxDetected",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_No_Answer_Result","No Answer Result","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of No Answer.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampNoAnswer","false","false","false","TotalNumber","DialNoAnswer",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Wrong_Party_Result","Wrong Party Result","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of Wrong Party; that is, the call is answered by a live person but not the intended person.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampNoRPC","false","false","false","TotalNumber","DialWrongParty",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_SIT_Detected","SIT Detected","The total number of unsuccessful dialing attempts initiated by a Campaign Manager with a call result of DIALSITDetected. A Special Information Tone (SIT) identifies a network-provided announcement and precedes a machine-generated announcement when, for instance, a telephone number is invalid, no circuit is available, or a recorded operator message intercepts a call.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampSITDetected","false","false","false","TotalNumber","DialSITDetected",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]

{"sheet":"Campaign Callback Status","index":11,"n_rows":11,"n_cols":26,"rows_kept":11,"flags":["formulas_cached_only"]}
["Template Name","Campaign Callback Status"]
["Description","A report presenting information related to campaign initiated callbacks."]
["Output Frequency","60"]
["Allowed Objects","SObjectCallingList, SObjectCampaign, SObjectCampaignCallingList"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Campaign_Callbacks_Completed","Completed","The total number of callbacks completed. The completion of a callback only indicates that the callback was performed; it does not indicate that the callback was completed successfully.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCallbacksCompleted","false","false","false","TotalNumber","CallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Callbacks_Missed","Missed","The total number of callbacks missed. A callback is considered as 'missed' if it is scheduled for a certain period of time, but for some reason the callback is not performed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCallbacksMissed","false","false","false","TotalNumber","CallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Callbacks_Scheduled","Scheduled","The total number of callbacks scheduled.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampCallbacksScheduled","false","false","false","TotalNumber","CallbackScheduled",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Personal_Callbacks_Completed","Personal Completed","Total number of personal callbacks completed. Completion of a personal callback only indicates that the callback was performed; it does not indicate if the callback was completed successfully.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampPersonalCallbacksCompleted","false","false","false","TotalNumber","PersonalCallbackCompleted",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Personal_Callbacks_Missed","Personal Missed","Total number of personal callbacks missed. A personal callback is missed, for example, because all outbound trunks are busy at the time of a scheduled callback or because an agent for whom a callback is assigned is busy or not logged in at the time of the scheduled personal callback.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampPersonalCallbacksMissed","false","false","false","TotalNumber","PersonalCallbackMissed",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]
["Campaign_Personal_Callbacks_Scheduled","Personal Scheduled","The total number of personal callbacks scheduled.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CampPersonalCallbacksScheduled","false","false","false","TotalNumber","PersonalCallbackScheduled",null,"CallingList, Campaign, CampaignCallingList","CampaignAction"]

{"sheet":"Campaign Group Activity","index":12,"n_rows":12,"n_cols":26,"rows_kept":12,"flags":["formulas_cached_only"]}
["Template Name","Campaign Group Activity"]
["Description","Monitor the activity associated with outbound Campaign Groups."]
["Output Frequency","60"]
["Allowed Objects","SObjectCampaignGroup"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Campaign_Activated","Activated","The total amount of time that a specific campaign group was in StatusActivated status. StatusActivated status indicates that the campaign has been loaded for a specified group, but that no dialing has yet occurred.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrActivatedDuration","false","false","false","TotalTime","StatusActivated",null,"CampaignGroup","CampaignAction"]
["Campaign_Deactivated","Deactivated","The total amount of time that a specific campaign group stays in deactivated status. StatusDeactivated status indicates that a campaign has not been loaded for the specified campaign group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrDeactivatedDuration","false","false","false","TotalTime","StatusDeactivated",null,"CampaignGroup","CampaignAction"]
["Campaign_Running","Running","The total amount of time that a specific campaign group stays in StatusRunning status. StatusRunning status means that a campaign is loaded for a specified group and that dialing is in progress.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrRunningDuration","false","false","false","TotalTime","StatusRunning",null,"CampaignGroup","CampaignAction"]
["Campaign_System_Error","System Error","The total time during which a specified campaign group has been in the SystemError system condition. This system condition indicates that a system error such as a switch failure or a software problem prevents the campaign from running and that dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrSystemErrorDuration","false","false","false","TotalTime","StatusSystemError",null,"CampaignGroup","CampaignAction"]
["Campaign_Waiting_Agents","Waiting Agents","The total time during which a specified campaign group has been in the WaitingAgents system condition. WaitingAgents system condition indicates that no agents are available to run the campaign and dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrWaitingAgentsDuration","false","false","false","TotalTime","StatusWaitingAgents",null,"CampaignGroup","CampaignAction"]
["Campaign_Waiting_Ports","Waiting Ports","The total time during which a specified campaign group has been in the WaitingPorts system condition. This system condition indicates that no ports are available to initiate new calls and that dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrWaitingPortDuration","false","false","false","TotalTime","StatusWaitingPorts",null,"CampaignGroup","CampaignAction"]
["Campaign_Waiting_Records","Waiting Records","The total time during which a specified campaign group has been in the WaitingRecords system condition. This system condition indicates that the campaign is out of records and that dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrWaitingRecordsDuration","false","false","false","TotalTime","StatusWaitingRecords",null,"CampaignGroup","CampaignAction"]

{"sheet":"Campaign Group Status","index":13,"n_rows":11,"n_cols":26,"rows_kept":11,"flags":["formulas_cached_only"]}
["Template Name","Campaign Group Status"]
["Description","Monitor the current state and durations associated with outbound campaign group activity."]
["Output Frequency","60"]
["Allowed Objects","SObjectCampaignGroup"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Current_Campaign_State","Current State","The current state of a campaign or a particular group in a campaign. The state of a campaign is determined by one of three possible object statuses - StatusDeactivated, StatusActivated, or StatusRunning and additional durable actions, which can accompany a particular status.","string","SChangesBasedNotification","0","",null,"",null,"",null,"","CampCurrentState","false","true","true","CurrentState","*",null,"Campaign, CampaignGroup","CampaignAction"]
["Current_Campaign_System_Error","System Error","The time since the system condition SystemError started for a specified campaign group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedSystemErrorTime","false","false","false","CurrentTime","StatusSystemError",null,"CampaignGroup","CampaignAction"]
["Current_Campaign_Dialing_Mode","Dialing Mode","The amount of time that has elapsed during which a particular campaign group has been in the current dialing mode.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedTimeForCurrDialMode","false","false","false","CurrentTime","ModePredict, ModeProgress, ModePreview, ModeProgressAndSeize, ModePredictAndSeize",null,"CampaignGroup","CampaignAction"]
["Current_Campaign_Waiting_Agents","Waiting Agents","The time since the system condition Waiting Agents started for a specified CampaignGroup. In this system condition, no agents are available to run the campaign on this group and dialing has stopped for this group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedWaitingAgentsTime","false","false","false","CurrentTime","StatusWaitingAgents",null,"CampaignGroup","CampaignAction"]
["Current_Campaign_Waiting_Ports","Waiting Ports","The time that has elapsed since a CampaignGroup has been in the current Waiting Ports system condition. In this system condition, no ports are available to initiate new calls and dialing has stopped.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedWaitingPortTime","false","false","false","CurrentTime","StatusWaitingPorts",null,"CampaignGroup","CampaignAction"]
["Current_Campaign_Waiting_Records","Waiting Records","The time that has elapsed while a specified campaign group has been in the current Waiting Record system condition. In this system condition, the campaign is out of records and dialing has stopped during the specified period.","time","STimeBasedNotification","60","",null,"",null,"",null,"","CampGrCurrElapsedWaitingRecordsTime","false","false","false","CurrentTime","StatusWaitingRecords",null,"CampaignGroup","CampaignAction"]

{"sheet":"Chat Agent Activity","index":14,"n_rows":42,"n_cols":26,"rows_kept":42,"flags":["formulas_cached_only"]}
["Template Name","Chat Agent Activity"]
["Description","A report presenting agent or agent group activity as it relates to the processing of chat contacts."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgent, SObjectAgentPlace, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Total_Login_Time","Login Time","The total time that monitored agents were logged in. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Chat_Ready_Time","Ready Time","The total time this agent spent waiting for the next chat in Ready state.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","TotalReadyDNStatusTime","false","false","false","TotalTime","WaitForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Chat_Not_Ready_Time","Not Ready Time","The total time this agent spent in a not Ready status for chat media.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","TotalNotReadyDNStatusTime","false","false","false","TotalTime","NotReadyForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Chat_Ring_Time","Ringing Time","The total amount of time that chat popup was alerting the agent desktop. In case if Agent handles several chats in parallel only first Chat Inviting time will be counted in this statistic.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Total_Ringing_Time_v1","false","false","false","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Chat_Handle_Time","Handle Time","The total amount of time the agent spent handling chats. The duration is not limited to the chat focus time. If Agent handles multiple chats in parallel they will be counted multiple times.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Avg_Handle_Time","AHT","The average amount of time the agent spent handling chat The duration is not limited to the chat focus time.","time","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Average_Processing_Time","false","false","false","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Agent_Ocupancy","% Occupancy","The ratio of time handling chat sessions to the total login time of the Agent. If agent handles multiple Chats in parallel this statistic can be greater than 100%.","percent","","","",null,"",null,"",null,"if (Data.Total_Login_Time.Value > 0) Result = 100 * Data.Chat_Handle_Time.Value / Data.Total_Login_Time.Value; else Result = 0;","","","",""]
["Chat_Offered","Offered","The total number of chats that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Offered_15M","Offered (15m)","The total number of chats that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Perc_Accepted","% Accepted","The percentage of chats accepted by the agent based on total of chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Perc_Rejected","% Rejected","The percentage of chats rejected by the agent based on total chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Perc_Missed","% Missed","The percentage of chats missed by the agent based on total chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Accepted","Accepted","The total number of chats that were offered for processing and that were accepted by Agent during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Accepted_60M","Accepted (15m)","The total number of chats that were offered for processing and that were accepted by agent during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Rejected","Rejected","The total number of chats that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Rejected_60M","Rejected (15m)","The total number of chats that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Missed","Missed","The total number of chats that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Missed_60M","Missed (15m)","The total number of chats that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","Last15M","900:15","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Perc_Transfers_Made","% Trans Made","The percentage of chats transfered to another agent based on total of chats offered.","percent","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Ixn_Perc_Transfers_Made","false","false","false","RelativeNumberPercentage","InteractionTransferMade","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Transfers_Made","Transfers Made","The total number of chat transfers made by this agent or agent group during the specified period. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"",null,"","Total_Number_Transfers_Made","false","false","false","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Short_Talk","Short < 30s","The total number of times Agent completed chat sessions within less than specified duration.","integer","STimeBasedNotification","60","CHAT_MEDIA","MediaType=chat","",null,"Range0-30","00-30","","Short_Interaction","false","false","false","TotalNumberInTimeRange","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Concurrent_Sessions","Concurrent Chats","The total number of concurrent chats currently happening.","integer","SChangesBasedNotification","0","CHAT_MEDIA","MediaType=chat","",null,"",null,"","concurrent_chat_sessions","false","false","false","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]
["Agent_csg_CustomerTime_FirstAgentTime_AverageCustomValue","Avg Chat Duration","Average duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_AverageCustomValue","false","false","false","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_CustomerTime_FirstAgentTime_MinCustomValue","Min Chat Duration","Minimum duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_MinCustomValue","false","false","false","MinCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_CustomerTime_FirstAgentTime_MaxCustomValue","Max Chat Duration","Maximum duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_MaxCustomValue","false","false","false","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_CustomerTime_FirstAgentTime_TotalCustomValue","Chat Duration","Total duration spent with a customer while handling a chat session.","time","STimeBasedNotification","60","csg_SessionWithCustomerTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionWithCustomerTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_CustomerTime_FirstAgentTime_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionWithCustomerTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_SessionUntilFirstAgentTime_AverageCustomValue","Customer Avg Wait","Avg customer wait for agent while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_SessionUntilFirstAgentTime_AverageCustomValue","false","false","false","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_SessionUntilFirstAgentTime_MaxCustomValue","Customer Max Wait","Max customer wait for agent while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_SessionUntilFirstAgentTime_MaxCustomValue","false","false","false","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_FirstReplyTime_FirstAgentTime_AverageCustomValue","Avg Greeting Time","Avg duration before first agent greeting while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstReplyTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstReplyTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_FirstReplyTime_FirstAgentTime_AverageCustomValue","false","false","false","AverageCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstReplyTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_csg_FirstReplyTime_FirstAgentTime_MaxCustomValue","Max Greeting Time","Max duration before first agent greeting while handling a chat session.","time","STimeBasedNotification","60","csg_SessionUntilFirstReplyTime_csg_SessionUntilFirstAgentTime","PairExists(\"csg_SessionUntilFirstReplyTime\",\"*\")&PairExists(\"csg_SessionUntilFirstAgentTime\",\"*\")","",null,"",null,"","Agent_csg_FirstReplyTime_FirstAgentTime_MaxCustomValue","false","false","false","MaxCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_SessionUntilFirstReplyTime\",1)-GetNumber(\"csg_SessionUntilFirstAgentTime\",1)","chat"]
["Agent_cse_AgentReplyTotalTime_by_TotalCount_TotalCustomValue","Avg Response Time","Average time it takes for agent to reply to a customer while handling a chat session.","time","","","",null,"",null,"",null,"if (Data.Agent_cse_AgentReplyTotalCount_TotalCustomValue.Value > 0) Result = Data.Agent_cse_AgentReplyTotalTime_TotalCustomValue.Value / Data.Agent_cse_AgentReplyTotalCount_TotalCustomValue.Value; else Result = 0;","","","",""]
["Agent_cse_AgentReplyMaxTime_TotalCustomValue","Max Response Time","Maximum time it takes for agent to reply to a customer while handling a chat session.","time","STimeBasedNotification","60","cse_AgentReplyMaxTime","PairExists(\"cse_AgentReplyMaxTime\",\"*\")","",null,"",null,"","Agent_cse_AgentReplyMaxTime_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyMaxTime\",1)","chat"]
["Agent_cse_AgentMessagesTotal_by_TotalCount_TotalCustomValue","Avg Message Size","Average size of the message sent by agent while handling a chat session.","integer","","","",null,"",null,"",null,"if (Data.Agent_csg_MessagesFromAgentsCount_TotalCustomValue.Value > 0) Result = Data.Agent_csg_MessagesFromAgentsSize_TotalCustomValue.Value / Data.Agent_csg_MessagesFromAgentsCount_TotalCustomValue.Value; else Result = 0;","","","",""]
["Agent_cse_AgentReplyTotalCount_TotalCustomValue","Agent Reply Total Number","Total number of repllies sent by the agent to the customer.","integer","STimeBasedNotification","60","cse_AgentReplyTotalCount","PairExists(\"cse_AgentReplyTotalCount\",\"*\")","",null,"",null,"","Agent_cse_AgentReplyTotalCount_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyTotalCount\",1)","chat"]
["Agent_cse_AgentReplyTotalTime_TotalCustomValue","Agent Reply Total Time","Total time an agent spent replying to a customer.","time","STimeBasedNotification","60","cse_AgentReplyTotalTime","PairExists(\"cse_AgentReplyTotalTime\",\"*\")","",null,"",null,"","Agent_cse_AgentReplyTotalTime_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"cse_AgentReplyTotalTime\",1)","chat"]
["Agent_csg_MessagesFromAgentsSize_TotalCustomValue","Total Agent Message Size","Total number of symbols agent typed in message.","integer","STimeBasedNotification","60","csg_MessagesFromAgentsSize","PairExists(\"csg_MessagesFromAgentsSize\",\"*\")","",null,"",null,"","Agent_csg_MessagesFromAgentsSize_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_MessagesFromAgentsSize\",1)","chat"]
["Agent_csg_MessagesFromAgentsCount_TotalCustomValue","Total Agent Message Count","Total number of messages sent by agent.","integer","STimeBasedNotification","60","csg_MessagesFromAgentsCount","PairExists(\"csg_MessagesFromAgentsCount\",\"*\")","",null,"",null,"","Agent_csg_MessagesFromAgentsCount_TotalCustomValue","false","false","false","TotalCustomValue","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction","GetNumber(\"csg_MessagesFromAgentsCount\",1)","chat"]

{"sheet":"Chat Queue Activity","index":15,"n_rows":15,"n_cols":26,"rows_kept":15,"flags":["formulas_cached_only"]}
["Template Name","Chat Queue Activity"]
["Description","Chat Queue Group activity."]
["Output Frequency","60"]
["Allowed Objects","SObjectGroupQueues, SObjectQueue"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Service_Level","Service Level","A ratio of chats accepted to chat requested.","percent","","","",null,"",null,"",null,"if (Data.Requested.Value > 0) Result = 100 * Data.Accepted.Value / Data.Requested.Value; else Result = 0;","","","",""]
["Requested","Requested","Total number of Chats Requested.","integer","STimeBasedNotification","60","CH_Start_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&ThisQueue=\"ChatInitialization\"","",null,"",null,"","Chat_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Accepted","Accepted","Total number of Chats Accepted by Agent.","integer","STimeBasedNotification","60","CH_SA_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&(ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_Answered","false","false","false","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Abandoned","Abandoned","Total number of chats that were abandoned while waiting.","integer","","","",null,"",null,"",null,"if (Data.Requested.Value - Data.Accepted.Value > 0) Result = Data.Requested.Value - Data.Accepted.Value; else Result = 0;","","","",""]
["Requested_15M","Requested (15m)","Total number of Chats Requested.","integer","STimeBasedNotification","60","CH_Start_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&ThisQueue=\"ChatInitialization\"","Last15M","900:15","",null,"","Chat_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Accepted_15M","Accepted (15m)","Total number of Chats Accepted by Agent.","integer","STimeBasedNotification","60","CH_SA_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&~PairExist(\"DeliveredAt\", \"*\")&(ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","Last15M","900:15","",null,"","Chat_Answered","false","false","false","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Abandoned_15M","Abandoned (15m)","Total number of chats that were abandoned while waiting.","integer","","","",null,"",null,"",null,"if (Data.Requested.Value - Data.Accepted.Value > 0) Result = Data.Requested.Value - Data.Accepted.Value; else Result = 0;","","","",""]
["Current_Wait","Current Wait","Current number of Chats waiting to be accepted.","integer","STimeBasedNotification","60","CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_CurrentWait","false","false","false","CurrentNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Wait_Time","Wait Time","Total time chat spent waiting before being abandoned or accepted by Agent.","time","STimeBasedNotification","60","CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_Wait_Time","false","false","false","TotalTime","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]
["Avg_Wait_Time","AWT","Avg time chat spent waiting before being abandoned or accepted by Agent.","time","STimeBasedNotification","60","CH_SAS_VQ_Segment","PairExist(\"UserDataKey\", \"UserDataValue\")&(ThisQueue=\"ChatInitialization\"|ThisQueue=\"ChatDefaultDistribution\"|ThisQueue=\"ChatSkillBasedDistribution\")","",null,"",null,"","Chat_Wait_Time_Avg","false","false","false","AverageTime","CallWait","CallWait","GroupQueues, Queue, RoutePoint","DNAction",null,"chat"]

{"sheet":"Email Agent Activity","index":16,"n_rows":29,"n_cols":26,"rows_kept":29,"flags":["formulas_cached_only"]}
["Template Name","Email Agent Activity"]
["Description","A report presenting agent or agent group activity as it relates to the processing of Email type contacts."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgentPlace, SObjectAgent, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Total_Login_Time","Login Time","The total time that monitored agents were logged in.. Applied to GroupAgents and GroupPlaces, this stat type calculates the total login time for all the agents belonging to the specified group.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Email_Ready_Time","Ready Time","The total time this agent spent waiting for the next email.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","TotalReadyDNStatusTime","false","false","false","TotalTime","WaitForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Email_Not_Ready_Time","Not Ready Time","The total time this agent spent in a not Ready status for email media.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","TotalNotReadyDNStatusTime","false","false","false","TotalTime","NotReadyForNextCall",null,"RegDN, Agent, Place, GroupAgents, GroupPlaces","DNStatus"]
["Email_Agent_Ocupancy","% Email Occupancy","The ratio of time handling email sessions to the total login time of the Agent.","percent","","","",null,"",null,"",null,"if (Data.Total_Login_Time.Value > 0) Result = 100 * Data.Email_Handle_Time.Value / Data.Total_Login_Time.Value; else Result = 0;","","","",""]
["Email_Ring_Time","Ringing Time","The total amount of time that email popup was alerting the agent desktop.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Total_Ringing_Time","false","false","false","TotalAdjustedTime","CallRinging",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Email_Handle_Time","Handle Time","The total amount of time the agent spent handling email (The duration is not restricted to the agent focus time).","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Avg_Handle_Time","AHT","The average amount of time the agent spent handling email (The duration is not restricted to the agent focus time).","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Average_Processing_Time","false","false","false","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Offered","Offered","The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Offered_60M","Offered (hr)","The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Perc_Accepted","% Accepted","The percentage of emails accepted by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Chat_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Perc_Rejected","% Rejected","The percentage of emails rejected by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Perc_Missed","% Missed","The percentage of emails missed by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Accepted","Accepted","The total number of emails that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Accepted_60M","Accepted (hr)","The total number of emails that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Rejected","Rejected","The total number of emails that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Rejected_60M","Rejected (hr)","The total number of emails that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Missed","Missed","The total number of emails that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Missed_60M","Missed (hr)","The total number of emails that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Terminated","Done","The total number of inbound emails that were terminated by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Inbound_Interactions_Stopped","false","false","false","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Terminated_60M","Done (hr)","The total number of inbound emails that were terminated by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","LastHour","3600:60","",null,"","Inbound_Interactions_Stopped","false","false","false","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Perc_Terminated","% Done","The percentage of emails terminated by the agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Inbound_Inx_Perc_Stopped","false","false","false","RelativeNumberPercentage","InteractionStoppedInbound","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Perc_Transfers_Made","% Trans Made","The percentage of emails transfered to another agent based on total of emails proposed.","percent","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Ixn_Perc_Transfers_Made","false","false","false","RelativeNumberPercentage","InteractionTransferMade","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Transfers_Made","Transfers Made","The total number of email transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Total_Number_Transfers_Made","false","false","false","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Unsolicited_Sent","Unsolicited sent","The total number of emails sent by the agent without being solicited by customers.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Initiated_Out","false","false","false","TotalNumber","HandlingOutboundStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]

{"sheet":"Email Queue Activity","index":17,"n_rows":10,"n_cols":26,"rows_kept":10,"flags":["formulas_cached_only"]}
["Template Name","Email Queue Activity"]
["Description","A queue report presenting an overview of current or near real-time activity in the individual email queues."]
["Output Frequency","60"]
["Allowed Objects","SObjectStagingArea"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Emails_Entered","Entered","The total number of e-mail interactions that entered the queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Entered_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Entered","Total"]
["Emails_Stopped","Stopped","The total number of e-mail interactions for which processing has stopped while in this queue during the reported time period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Stopped_Processing_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Stopped Processing","Total"]
["Emails_Moved","Moved","The total number of emails that were moved from this queue to any other queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Moved_From_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Total Moved","Total"]
["Max_Emails_Processed","Max Processed","The maximum number of e-mails that either were awaiting processing or were in processing within the contact center during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Maximum_Interactions_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Maximum Interactions","Maximum"]
["Min_Emails_Processed","Min Processed","The minimum number of e-mails that were either waiting processing or in processing within the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Minimum_Interactions_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Minimum Interactions","Minimum"]

{"sheet":"eServices Agent Activity","index":18,"n_rows":22,"n_cols":26,"rows_kept":22,"flags":["formulas_cached_only"]}
["Template Name","eServices Agent Activity"]
["Description","Monitor agent group KPIs related to eServices (chat, email, SM) media to monitor and see if behavior problems exist that need to be addressed."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgentPlace, SObjectAgent, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Utilization","Utilization","The percentage of time an agent was active processing contacts as compared to current time.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","Utilization","false","false","false","CurrentRelativeTimePercentage","CallInbound, CallInternal, CallOutbound, CallConsult, CallUnknown, CallOnHold, AfterCallWork","*,~LoggedOut,~NotMonitored","Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Login_Time","Login Time","The total time that monitored agents were logged in.","time","STimeBasedNotification","60","",null,"",null,"",null,"","Total_Login_Time","false","false","false","TotalTime","*,~NotMonitored,~LoggedOut",null,"Agent, Place, GroupAgents, GroupPlaces","AgentStatus"]
["Email_In_Process","Email In Process","The total number of interactions being handled by this resource at the moment of measurement. Applied to GroupAgents, this stat type provides the current number of interactions being processed by all the agents in a specified agent group.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Current_Interactions_In_Processing","false","false","false","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Offered","Email Offered","The total number of emails that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Accepted","Email Accepted","The total number of emails that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Processed","Email Processed","The total number of emails handled and processed by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Email_Processing_Time","Email Process Time","The total amount of time the agents/agent groups spent processing email and SMS transactions.","time","STimeBasedNotification","60","EMAIL_MEDIA","MediaType=email","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_In_Process","Chat In Process","The total number of interactions being handled by this resource at the moment of measurement. Applied to GroupAgents, this stat type provides the current number of interactions being processed by all the agents in a specified agent group.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Current_Interactions_In_Processing","false","false","false","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Offered","Chat Offered","The total number of chats that were offered for processing to this resource during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Accepted","Chat Accepted","The total number of chats that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Processed","Chat Processed","The total number of Chats handled and processed by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Chat_Processing_Time","Chat Process Time","The total amount of time the agent/agent groups spent processing chat transactions.","time","STimeBasedNotification","60","ChatSession","MediaType=chat","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Social_Media_in_Process","Social in Process","The total number of current interactions being handled by this resource at the moment of measurement.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Current_Interactions_In_Processing","false","false","false","CurrentNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Social_Media_Offered","Social Offered","The total number of social Media interactions that were offered for processing to this resource during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Social_Media_Accepted","Social Accepted","The total number of social Media interactions that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Social_Media_Processed","Social Processed","The total number of Social Media interactions handled by an agent at this place or this agent at his desktop during the specified period.","integer","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Social_Media_Processing_Time","Social Process Time","The total amount of time the agent/agent group spent processing social media transactions.","time","STimeBasedNotification","60","Media_Social","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]

{"sheet":"eServices Queue KPIs","index":19,"n_rows":17,"n_cols":26,"rows_kept":17,"flags":["formulas_cached_only"]}
["Template Name","eServices Queue KPIs"]
["Description","A queue report presenting an overview of current or near real-time activity for eServices channels."]
["Output Frequency","60"]
["Allowed Objects","SObjectStagingArea"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Email_Waiting","Email Waiting","The Total Number of Email interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["Email_In_Process","Email In Process","The Total Number of Email interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["Email_In_Queue","Email In Queue","The Total Number of Email interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_email","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"email","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["Chat_Waiting","Chat Waiting","The Total Number of Chat interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_chat","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["Chat_In_Process","Chat In Process","The Total Number of Chat interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_chat","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["Chat_In_Queue","Chat In Queue","The Total Number of Chat interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_chat","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"chat","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["Social_Media_Waiting","Social Waiting","The Total Number of Social Media interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_social","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["Social_Media_In_Process","Social In Process","The Total Number of Social Media interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_social","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["Social_Media_In_Queue","Social In Queue","The Total Number of Social Media interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_social","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"facebook","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]
["Work_Item_Waiting","Work Item Waiting","The Total Number of Work Item interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["Work_Item_In_Process","Work Item In Process","The Total Number of Work Item interactions that are currently being processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Processing","Current"]
["Work_Item_In_Queue","Work Item In Queue","The Total Number of Work Item interactions that are currently in Interaction Queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]

{"sheet":"Facebook Media Activity","index":20,"n_rows":17,"n_cols":26,"rows_kept":17,"flags":["formulas_cached_only"]}
["Template Name","Facebook Media Activity"]
["Description","A report presenting agent or agent group activity as it relates to the processing of social media interactions."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgent, SObjectAgentPlace, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Facebook_Offered","Offered","The total number of posts that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Offered_60M","Offered (60m)","The total number of posts that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Perc_Accepted","% Accepted","The percentage of posts accepted by the agent based on total of Facebooks offered.","percent","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Ixn_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Perc_Rejected","% Rejected","The percentage of posts rejected by the agent based on total Facebooks offered.","percent","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Perc_Missed","% Missed","The percentage of posts missed by the agent based on total Facebooks offered.","percent","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Accepted","Accepted","The total number of posts that were offered for processing and that were accepted by Agent during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Accepted_60M","Accepted (60m)","The total number of posts that were offered for processing and that were accepted by agent during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Rejected","Rejected","The total number of posts that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Rejected_60M","Rejected (60m)","The total number of posts that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Missed","Missed","The total number of posts that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Missed_60M","Missed (60m)","The total number of posts that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","Last15M","900:15","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Facebook_Concurrent_Sessions","Concurrent Facebooks","The total number of concurrent Facebooks currently happening.","integer","SChangesBasedNotification","0","Facebook_MEDIA","PairExist(\"MediaType\",\"facebook\")","",null,"",null,"","concurrent_Facebook_sessions","false","false","false","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]

{"sheet":"IFRAME","index":21,"n_rows":5,"n_cols":26,"rows_kept":5,"flags":["formulas_cached_only"]}
["Template Name","IFRAME"]
["Description","Template for creating simple IFRAME widget."]
["Output Frequency","60"]
["Allowed Objects",""]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]

{"sheet":"IWD Agent Activity","index":22,"n_rows":14,"n_cols":26,"rows_kept":14,"flags":["formulas_cached_only"]}
["Template Name","IWD Agent Activity"]
["Description","A report presenting agent or agent group activity as it relates to the processing iWD work items type contacts."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgentPlace, SObjectAgent, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Work_Item_Offered","Offered","The total number of work items that were offered for processing to this resource or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Accepted","Accepted","The total number of work items that were offered for processing and that were accepted during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Rejected","Rejected","The total number of work items that were offered for processing to an agent or agent group, and that were rejected, during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Terminated","Terminated","The total number of work items that were terminated by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Inbound_Interactions_Stopped","false","false","false","TotalNumber","InteractionStoppedInbound",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Processed","Processed","The total number of work items handled by an agent or agent group during the specified period.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Processed","false","false","false","TotalNumber","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Timed_Out","Timed Out","The total number of work items that were accepted, pulled, or created and subsequently revoked by this resource or agent group during the specified period because of prolonged non activity. For e-mail interactions, this stat type excludes revoked e-mail interactions that were rejected by the agent and includes interactions that timed out as not accepted while delivering.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Transfers_Made","Transfers Made","The total number of work item transfers made by this agent or agent group during the specified period. Applied to GroupAgents or GroupPlaces, this stat type calculates the total number of transfers made by all of the agents belonging to the respective group. This stat type counts each transfer instance separately including those where the agent transfers the same interaction more than once.","integer","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Total_Number_Transfers_Made","false","false","false","TotalNumber","InteractionTransferMade",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Work_Item_Processing_Time","Processing Time","The total amount of time that work items either: were in processing at this place or this agent's or agent group desktop at the beginning of the reporting interval and finished processing within the same reporting interval or  Started processing within the reporting interval and finished processing within the same reporting interval.","time","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Interactions_Processing_Time","false","false","false","TotalTime","InteractionHandling",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Avg_Work_Item_Processing_Time","Avg Processing Time","The average amount of time that an agent, a place, or a group thereof spent handling work items interactions.","time","STimeBasedNotification","60","Media_Workitem","PairExist(\"MediaType\",\"workitem\")","",null,"",null,"","Average_Processing_Time","false","false","false","AverageTime","InteractionHandling","InteractionHandling","Agent, Place, GroupAgents, GroupPlaces","DNAction"]

{"sheet":"IWD Queue Activity","index":23,"n_rows":12,"n_cols":26,"rows_kept":12,"flags":["formulas_cached_only"]}
["Template Name","IWD Queue Activity"]
["Description","A queue report presenting an overview of current or near real-time activity associated with the iWD queues."]
["Output Frequency","60"]
["Allowed Objects","SObjectStagingArea"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Work_Item_Entered","Entered","The total number of work item interactions that entered the queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Entered_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Entered","Total"]
["Work_Item_Stopped","Stopped","The total number of work item interactions for which processing has stopped while in this queue during the reported time period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Stopped_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Stopped Processing","Total"]
["Work_Item_Moved","Moved","The total number of work items that were moved from this queue to any other queue during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Total_Moved_From_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Total Moved","Total"]
["Max_Work_Item_Processed","Max Processed","The maximum number of work items that either were awaiting processing or were in processing within the contact center during the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Maximum_Interactions_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Maximum Interactions","Maximum"]
["Min_Work_Item_Processed","Min Processed","The minimum number of work items that were either waiting processing or in processing within the specified period.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Minimum_Interactions_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Minimum Interactions","Minimum"]
["Work_Item_Waiting","Current Waiting","The total number of work item interactions that are currently waiting to be processed.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_Waiting_Processing_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current Waiting Processing","Current"]
["Work_Item_In_Queue","Current In Queue","The total number of work item interactions that are currently in interaction queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","MediaX_Current_In_Queue_workitem","false","false","false","JavaCategory",null,null,"StagingArea",null,null,"workitem","eServiceInteractionStat.jar:OMQ Current in Queue","Current"]

{"sheet":"Queue KPIs","index":24,"n_rows":38,"n_cols":26,"rows_kept":38,"flags":["formulas_cached_only"]}
["Template Name","Queue KPIs"]
["Description","The ability to view a representation of all the agents assigned to a group and their current states provides supervisors a quick look at available staff and an at-a-glance view of their current states."]
["Output Frequency","60"]
["Allowed Objects","SObjectGroupQueues, SObjectQueue, SObjectRoutePoint"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Service_Level","Service Level","A ratio of calls answered to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Service_Level_10s","Service Level (10s)","A ratio of calls answered within 10 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-10","00-10","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Service_Level_20s","Service Level (20s)","A ratio of calls answered within 20 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-20","00-20","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Service_Level_30s","Service Level (30s)","A ratio of calls answered within 30 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-30","00-30","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Service_Level_45s","Service Level (45s)","A ratio of calls answered within 45 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-45","00-45","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Service_Level_60s","Service Level (60s)","A ratio of calls answered within 60 seconds to distinct calls entered queue or route point.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-60","00-60","","Service_Level","false","false","false","RelativeNumberPercentage","CallAnswered","CallEntered","GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Distinct_Entered","Distinct Entered","The total number of first entries of voice interactions on a specified queue or at a specified route point. Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Entered","Entered","The total number of calls entered on a specified queue or at a specified route point. Typically, you might have several calls entering in the same queue for one single voice interaction to change target after a specific timeout.","integer","","","",null,"",null,"",null,"Result = Data.Abandoned.Value + Data.Abandoned_From_Ringing.Value + Data.Answered.Value + Data.Cleared.Value + Data.Current_Calls.Value;","","","",""]
["Abandoned","Abandoned","The total number of virtual or live voice interactions abandoned on a specified queue or route point when a caller hangs up while waiting on that queue or at that route point or if the customer line is dropped for any reason. This metric does not include the voice interactions abandoned while ringing.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Abandoned","false","false","false","TotalNumber","CallAbandoned",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Abandoned_From_Ringing","Abandoned Ringing","The total number of virtual or live voice interactions abandoned while an agent desktop is ringing when the customer line is dropped for any reason.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Abandoned_Ringing","false","false","false","TotalNumber","CallAbandonedFromRinging",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Cleared","Cleared","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Answered","Answered","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Answered","false","false","false","TotalNumber","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Answered_less_10s","Answered < 10s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 10 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-10","00-10","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Answered_between_10s_and_20s","Answered 10 and 20s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent between 10 and 20 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range10-20","10-20","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Answered_less_30s","Answered < 30s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 30 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-30","00-30","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Answered_less_60s","Answered < 60s","The total number of virtual or live voice interactions distributed from a queue or route point directly to an agent and answered by an agent in less than 60 seconds.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"Range0-60","00-60","","Total_Calls_Answered_In_Threshold","false","false","false","TotalNumberInTimeRange","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Current_Calls","Current Calls","The total number of live (current) or virtual voice interactions currently waiting at a distribution DN, typically a VQ.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CurrNumberWaitingCalls","false","false","false","CurrentNumber","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction","DCID"]
["Current_AWT","Current AWT","The average time of live calls currently waiting at a distribution DN, typically a VQ.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CurrAvgCallWaitingTime","false","false","false","CurrentAverageTime","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction"]
["Max_Calls","Max Calls","The maximum number of voice interactions simultaneously waiting in this queue for the day.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Maximum_Calls","false","false","false","MaxNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Min_Calls","Min Calls","The minimum number of voice interactions simultaneously waiting in this queue during the last hour.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","LastHour","3600:60","",null,"","Minimum_Calls","false","false","false","MinNumber","CallWait",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Forwarded","Forwarded","The total number of live, voice interactions that were distributed from a distribution DN to an agent and then transferred to another destination by redirection or forwarding.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Forwarded","false","false","false","TotalNumber","CallForwarded",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Curr_Max_Wait_Time","Oldest Call Waiting","The maximum waiting time for live or virtual voice interactions currently on a queue or at a route point.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","CurrMaxCallWaitingTime","false","false","false","CurrentMaxTime","CallWait",null,"Queue, RoutePoint, GroupQueues","DNAction"]
["Max_Answer_Time","Max Answer Time","The maximum time that live or virtual voice interactions waited in a queue or at a route point before being answered by this agent.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Max_Time_To_Answer","false","false","false","MaxTime","CallAnswered",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Average_Speed_Answer","ASA","The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is answered.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AverTimeAnswer","false","false","false","AverageTime","CallAnswered","CallAnswered","GroupQueues, Queue, RoutePoint","DNAction"]
["Average_Handle_Time","AHT","The average amount of time spent handling an Interaction distributed directly from this mediation DN.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AverHandleTime","false","false","false","AverageTime","CallReleased, ACWCompleted","CallReleased","GroupQueues, Queue, RoutePoint","DNAction"]
["Average_Wait_Abandoned","AWA","The average amount of time a voice call waits on a specified queue or at a specified route point before the interaction is abandoned.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","AverWaitAbandonTime","false","false","false","AverageTime","CallAbandoned, CallAbandonedFromRinging","CallAbandoned, CallAbandonedFromRinging","GroupQueues, Queue, RoutePoint","DNAction"]
["Average_Wait_Time","AWT","The average amount of time an interaction waits on a specified queue or at a specified route point.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","QueueAverageWaitingTime","false","false","false","AverageTime","CallWait","CallWait","Queue, RoutePoint, GroupQueues","DNAction"]
["Percentage_Abandoned","% Abandoned","Percentage of calls that entered this queue or route point and were abandoned while in queue or while ringing on agent's DN. (it includes all calls entered in the queue).","percent","","","",null,"",null,"",null,"if (Data.Entered.Value > 0) Result = 100 * Data.Abandoned.Value / Data.Entered.Value; else Result = 0;","","","",""]
["Percentage_Cleared","% Cleared","Percentage of calls that entered this queue or route point and were cleared. (it includes all calls entered in the queue).","percent","","","",null,"",null,"",null,"if (Data.Entered.Value > 0) Result = 100 * Data.Cleared.Value / Data.Entered.Value; else Result = 0;","","","",""]
["Wait_Time","Wait Time","The total time calls waited in the queue.","time","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Queue_Wait_Time","false","false","false","TotalTime","CallAnswered,CallAbandoned,CallAbandonedFromRinging,CallDistributed,CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Current_Logged_In","Agents Logged In","The number of agents that are currently logged into a given queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsLoggedInQueue","false","false","false","CurrentNumber","AgentLogin",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Current_Ready","Agents Ready","The number of agents who are currently in the ready state and are logged in to the specified queue.","integer","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsReadyInQueue","false","false","false","CurrentNumber","AgentReady",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Percentage_Current_Ready","% Agents Ready","The number of agents who are in the ready state versus the agents who are currently logged in to the specified queue.","percent","STimeBasedNotification","60","",null,"",null,"",null,"","CurrAgentsReadyRatio","false","false","false","CurrentRelativeNumberPercentage","AgentReady","AgentLogin","GroupQueues, Queue, RoutePoint","DNAction"]

{"sheet":"Queue Overflow Reason","index":25,"n_rows":16,"n_cols":26,"rows_kept":16,"flags":["formulas_cached_only"]}
["Template Name","Queue Overflow Reason"]
["Description","Presents reasons why calls were cleared from queues."]
["Output Frequency","60"]
["Allowed Objects","SObjectGroupQueues, SObjectQueue, SObjectRoutePoint"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Entered","Entered","The total number of first entries of voice interactions on a specified queue or at a specified route point. (Refer to the party state diagrams in the Overview book of the Reporting Technical Reference series.) Because the DistinguishByConnID option is turned on, Stat Server counts each call only once, even if an interaction entered a specified queue or route point or group of queues more than one time. When applied to GroupQueues, this stat type sums the number of such interactions for all queues in the group.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Calls_Entered","false","false","false","TotalNumber","CallEntered",null,"GroupQueues, Queue, RoutePoint","DNAction","DCID"]
["Cleared","Cleared","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Percentage_Cleared","% Cleared","Percentage of Calls that Entered Queue or Route Points and were subsequently Cleared.","percent","STimeBasedNotification","60","VoiceCall","MediaType=voice","",null,"",null,"","Total_Call_Cleared_Percentage","false","false","false","RelativeNumberPercentage","CallCleared","CallEntered","GroupQueues, Queue, RoutePoint","DNAction"]
["Closed","Overflow Closed","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Closed","PairExists(\"UD_CallResultReason\",\"OutOfHours\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Is_Special_Day","Overflow Special Day","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_SpecialDay","PairExists(\"UD_CallResultReason\",\"IsSpecialDay\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Emergency","Overflow Emergency","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Emergency","PairExists(\"UD_CallResultReason\",\"Emergency\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["No_More_Target","Overflow Dissuaded","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Dissuasion","PairExists(\"UD_CallResultReason\",\"NoMoreTargets\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Route_Overflow","Overflow Route","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","St_Overflow","PairExists(\"UD_CallResultReason\",\"RouteOverflow\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["VoiceMail","Overflow Voicemail","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","Dissu_MEVO","PairExists(\"TYPE_DISSU\",\"VOICEMAIL\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Prompt","Overflow Message","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","Dissu_MSG","PairExists(\"TYPE_DISSU\",\"MSG\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]
["Outsourcer","Overflow Outsourced","The total number of voice interactions that were cleared from this virtual queue. The concept of cleared calls applies to routing strategies where an interaction may wait in a virtual queue for one of several targets to become available. When a target does become available, the call is distributed to that target and is 'cleared' from other targets.","integer","STimeBasedNotification","60","Dissu_Outsourcer","PairExists(\"TYPE_DISSU\",\"OUTSOURCER\")","",null,"",null,"","Total_Cleared","false","false","false","TotalNumber","CallCleared",null,"GroupQueues, Queue, RoutePoint","DNAction"]

{"sheet":"Twitter Media Activity","index":26,"n_rows":17,"n_cols":26,"rows_kept":17,"flags":["formulas_cached_only"]}
["Template Name","Twitter Media Activity"]
["Description","A report presenting agent or agent group activity as it relates to the processing of social media interactions."]
["Output Frequency","60"]
["Allowed Objects","SObjectAgent, SObjectAgentPlace, SObjectGroupAgents, SObjectGroupPlaces"]
["Alias","Display Alias","Description","Display Format","Notification Mode","Notification Frequency","Filter","Filter Definition","Time Profile","Time Profile Definition","Time Range","Time Range Definition","Formula Text","StatType","User Data","Software Reasons","Hardware Reasons","Category","MainMask","RelMask","Objects","Subject","Formula","MediaType","JavaSubCategory","AggregationType"]
["Twitter_Offered","Offered","The total number of Tweets that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Offered_60M","Offered (60m)","The total number of Tweets that were offered for processing to this agent or agent group during the specified period. This stat type counts interactions both offered by business routing strategies and other agents.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Offered","false","false","false","TotalNumber","InteractionDeliveringStarted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Perc_Accepted","% Accepted","The percentage of Tweets accepted by the agent based on total of Twitters offered.","percent","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Ixn_Perc_Accepted","false","false","false","RelativeNumberPercentage","InteractionAccepted","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Perc_Rejected","% Rejected","The percentage of Tweets rejected by the agent based on total Twitters offered.","percent","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Ixn_Perc_Rejected","false","false","false","RelativeNumberPercentage","InteractionRejected","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Perc_Missed","% Missed","The percentage of Tweets missed by the agent based on total Twitters offered.","percent","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Ixn_Perc_Missed","false","false","false","RelativeNumberPercentage","InteractionRevoked","InteractionDeliveringStarted","Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Accepted","Accepted","The total number of Tweets that were offered for processing and that were accepted by Agent during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Accepted_60M","Accepted (60m)","The total number of Tweets that were offered for processing and that were accepted by agent during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Accepted","false","false","false","TotalNumber","InteractionAccepted",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Rejected","Rejected","The total number of Tweets that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Rejected_60M","Rejected (60m)","The total number of Tweets that were offered for processing and that were rejected during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Rejected","false","false","false","TotalNumber","InteractionRejected",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Missed","Missed","The total number of Tweets that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Missed_60M","Missed (60m)","The total number of Tweets that were offered for processing and that were missed during the specified period.","integer","STimeBasedNotification","60","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","Last15M","900:15","",null,"","Interactions_Timed_Out","false","false","false","TotalNumber","InteractionRevoked",null,"Agent, Place, GroupAgents, GroupPlaces","DNAction"]
["Twitter_Concurrent_Sessions","Concurrent Twitters","The total number of concurrent Twitters currently happening.","integer","SChangesBasedNotification","0","Twitter_MEDIA","PairExist(\"MediaType\",\"twitter\")","",null,"",null,"","concurrent_Twitter_sessions","false","false","false","CurrentNumber","InteractionHandling",null,"Agent,Place,GroupAgents,GroupPlaces","DNAction"]