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User:Corinneh

LongestCallQueue_SS

ServiceLevelCallsQHeld_SS

Corinneh Page

Testing Metrics stuff

PMA Metrics

Stat Server Metrics

Alphabetical on Same Page

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z


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ReadyTime

ID
Definition Description=Total Ready Status Time

Category=TotalTime
MainMask=WaitForNextCall
Objects=Agent, Place, GroupAgents, GroupPlaces
RelativeMask=
Subject=AgentStatus

Conversion Type
Used With

Extension:DynamicPageList (DPL), version 2.01 : Warning: No results.

Comment
Metric's History

-



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U

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Z

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Don't use these

A

dplreplace for anchor from template

dplreplace for anchor in page


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Product PMA
Advisors Application Contact Center Advisor
Display Name Available
Internal Name AA
Description Number of agents currently ready and waiting for next call.
Channel All
Object Type Application
Source Type Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups
Expression AgentState=(3,115)

Genesys: 115 (WaitForNextCall)
Cisco: 3 (Ready)

Summary Type Count
Time Profile Point in Time
Comment
Introduced
Discontinued
Modified

Doc status = {{{docstatus}}}


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Product PMA
Advisors Application Workforce Advisor
Display Name Available
Internal Name AA_WU
Description Number of agents currently in the ready state.
Channel Voice
Object Type Contact Group
Source Type Cisco ICM Services/Call Types, Cisco ICM Skill Groups, Genesys Virtual Queues, Genesys Queues, Genesys Agent Groups
Expression AA_WU

Author's Note: What is above (AA_WU) is what you get from the Report Metrics manager; below is what we had in the doc previously. Do we want both here? Is the info below still true?
COUNT (DISTINCT ASGRT.AgentID)
WHERE AgentState = [3 ("Ready") OR 115 ("WaitForNextCall")]
WHERE AgentId from Agent Groups associated with the service(s)/call type(s) associated with the contact group(s)

Summary Type Count
Time Profile Point in Time
Comment
Introduced
Discontinued
Modified

Doc status = {{{docstatus}}}


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Product PMA
Advisors Application Contact Center Advisor
Display Name CallsCleared
Internal Name a_CallsCleared
Description Number of calls that cannot be distributed because the queue is full. These calls negatively affect reachability and service level.
Channel Voice
Object Type Application
Source Type Genesys Virtual Queues
Expression Cisco Services: N/A

Cisco Call Types: N/A
Genesys ACD Queues: N/A
Genesys Virtual Queues: CallsCleared Author's Note: NOTE: This is a Stat Server metric.

Summary Type Sum
Time Profile Historical
Comment
Introduced
Discontinued
Modified

Doc status = {{{docstatus}}}


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{{{{{TMPL8}}}

|Product=PMA

|Name=Active Alerts, number of

|DisplayName=Active Alerts, number of

|InternalName=AlertNum

|Description=Number of active application alerts for the time period in the filter.

|Channel=Voice, WebChat, Email

|SourceType=Applications (NOTE: "Applications" is from the DB; book says "Threshold violation alerts".)

|SourceObject=Applications

|MetricType=raw

|StatServerMetricMapping=N/A

|Definition(Formula)=

|TimeProfile=Historical (NOTE: This is what gets pulled from DB; correct for 8.5.0? Should no longer be specific about 5 Min rolling/sliding and so on?)

|ThresholdType=Above

|Unit=Count

|Comment=

|Introduced=

|Removed=

|Modified=

}}


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S

dplreplace for anchor from template

DPL matching PMA_Metric category

{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=Scheduled Staff Headcount

|InternalName=SCH

|Description=Tally of agents scheduled headcount to work in this business group.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=None

|TimeProfile=Point in Time

|Comment=

|Introduced=

|Removed=

|Modified= }}


{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=Scheduled Adherence (Staffed)

|InternalName=SCHADH_WU

|Description=Amount the staff deviated from the scheduled staff headcount as a percentage.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=COUNT

|TimeProfile=Point in Time

|Comment=

|Introduced=

|Removed=

|Modified= }}


{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=Dev From Sched

|InternalName=SCHDEV

|Description=Amount the actual staff deviated from the scheduled staff headcount.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=None

|TimeProfile=Point in Time

|Comment=

|Introduced=

|Removed=

|Modified= }}


{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=Scheduled Adherence (APS)

|InternalName=SCHDEVPCT

|Description=Amount the actual staff deviated from the scheduled staff headcount as a percentage.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=None

|TimeProfile=Point in Time

|Comment=

|Introduced=

|Removed=

|Modified= }}


{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=Act Staffed Time

|InternalName=STFT

|Description=Total amount of available time, where available time includes talk, wrap, and ready/available.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=None

|TimeProfile=Historical

|Comment=

|Introduced=

|Removed=

|Modified= }}


{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=Staffed

|InternalName=STF_WU

|Description=Number of agents logged on in zero or more agent groups assigned to take calls in the contact group.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=COUNT

|TimeProfile=Point in Time

|Comment=

|Introduced=

|Removed=

|Modified= }}


{{{{{TMPL8}}}

|Product=PMA

|DisplayName=test

|Name=ServiceLevelCallsQHeld

|StatServerMetric=ServiceLevelCallsQHeld LongestCallQueue

|TimeProfile=CollectorDefault

|TimeRange=GreaterThan20Secs

|Filtered=Yes

|Comment=

|UsedWith=No other metrics are based on this metric.

|Introduced=

|Removed=

|Modified= }}

{{{{{TMPL8}}}

|Product=PMA

|AdvisorsApplication=Workforce Advisor

|DisplayName=SL%(Plus Aband)

|InternalName=SLPLSLSABN_WU

|Description=Abandoned calls positively impact service level: Number of calls answered prior to the threshold plus the number of calls abandoned prior to the threshold, all divided by the number of calls that were answered. This treats these abandoned calls as though they were answered prior to the threshold.

|Channel=Voice

|ObjectType=Contact Group

|SourceType=

|Expression=None

|SummaryType=None

|TimeProfile=Historical

|Comment=

|Introduced=

|Removed=

|Modified= }}



Misc Other Tests

Link to labelled section (anchor from template):

Read more about ASA

Retrieved from "https://docs.genesys.com/User:Corinneh (2019-03-24 19:12:42)"
This page was last modified on May 5, 2017, at 11:25.