Jdruker/GCXI PG Queries

Confirm GCXI_Attributes_Display results

attr	shortDesc	longDesc	folder	anchor	dataType	form	lov	internalMetricID	dbTable	usedIn	project	notproject	introduced	modified	discontinued
attr	shortDesc	longDesc	folder	anchor	dataType	form	lov	internalMetricID	dbTable	usedIn	project	notproject	introduced	modified	discontinued
Callback Dim 1 Key	Reserved for internal use, this attribute enables the organization of data based on the primary key of the CALLBACK_DIM_1 table.	Reserved for internal use, this attribute enables the organization of data based on the primary key of the CALLBACK_DIM_1 table.	Callback	CallbackCallbackDim1Key	Number				AG2_CALLBACK_*.CBD1_KEY • CALLBACK_DIM_1.ID
Callback Dim 2 Key	Reserved for internal use, this attribute enables the organization of data based on the primary key of the CALLBACK_DIM_2 table.	Reserved for internal use, this attribute enables the organization of data based on the primary key of the CALLBACK_DIM_2 table.	Callback	CallbackCallbackDim2Key	Number				AG2_CALLBACK_*.CBD2_KEY • CALLBACK_DIM_2.ID
Callback Dim 3 Key	Reserved for internal use, this attribute enables the organization of data based on the primary key of the CALLBACK_DIM_3 table.	Reserved for internal use, this attribute enables the organization of data based on the primary key of the CALLBACK_DIM_3 table.	Callback	CallbackCallbackDim3Key	Number				AG2_CALLBACK_*.CBD3_KEY • CALLBACK_DIM_3.ID
Callback Direction	Enables data to be organized based on which party originated the call. Values=CUSTOMER_TERMINATED, CUSTOMER_ORIGINATED.	Enables data to be organized based on which party originated the call. Values=CUSTOMER_TERMINATED, CUSTOMER_ORIGINATED.	Callback	CallbackCallbackDirection	Text		none	CB_CALL_DIRECTION	CALLBACK_DIM_2.CALL_DIRECTION	Callback Summary Report
Callback Offer Type	Enables data to be organized based on the type of callback offer that was presented to the customer. Values: SCHEDULED, WAIT_FOR_AGENT, COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT.	Enables data to be organized based on the type of callback offer that was presented to the customer. Values: SCHEDULED, WAIT_FOR_AGENT, COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT. For example: During off-hours, you can make only the scheduled option available. During on-hours, allow only the wait_for_agent option, or a combination of scheduled and wait_for_agent.	Callback	CallbackCallbackOfferType	Text		none	CB_CALLBACK_OFFER_TYPE	CALLBACK_DIM_1.CALLBACK_OFFER_TYPE	Callback Summary Report
Callback Type	Enables data to be organized the type of callback. Values: IMMEDIATE,WAIT_FOR_AGENT, SCHEDULE.	Enables data to be organized the type of callback. Values: IMMEDIATE,WAIT_FOR_AGENT, SCHEDULE.	Callback	CallbackCallbackType	Text		callbacktype_lov	CB_CALLBACK_TYPE	CALLBACK_DIM_1.CALLBACK_TYPE	Callback Summary Report
Channel	Enables data to be organized based on the Callback origination channel. Values=ivr, web.	Enables data to be organized based on the Callback origination channel. Values=ivr, web.	Callback	CallbackChannel	Text		callbackchannel_lov	CB_CHANNEL	CALLBACK_DIM_1.CHANNEL	Callback Summary Report
Dial Dialog Result	Enables data to be organized based on the cause of the final dialing result. Values=RIGHT_PERSON, WRONG_PERSON, CANCELED.	Enables data to be organized based on the cause of the final dialing result. Values=RIGHT_PERSON, WRONG_PERSON, CANCELED.	Callback	CallbackDialDialogResult	Text		none	CB_DIAL_DIALOG_RESULT	CALLBACK_DIM_2.DIAL_DIALOG_RESULT
Final Dial Result	Enables data to be organized based on the final dialing result. Values=BUSY, NO_ANSWER, ANSWERING_MACHINE, ERROR_TONE, FAX, PERSON, REDIAL_LIMIT_REACHED.	Enables data to be organized based on the final dialing result. Values=BUSY, NO_ANSWER, ANSWERING_MACHINE, ERROR_TONE, FAX, PERSON, REDIAL_LIMIT_REACHED.	Callback	CallbackFinalDialResult	Text		callbackchannel_lov	CB_FINAL_DIAL_RESULT	CALLBACK_DIM_2.FINAL_DIAL_RESULT
Final Target	Enables data to be organized by the routing target that was used to find the agent.		Callback	CallbackFinalTarget	Text			CB_FINAL_TARGET	CALLBACK_DIM_3.FINAL_TARGET
Offer Timing	Enables data to be organized based on whether the callback arrived during normal hours of operation, or during off-hours. Values={OFF-HOURS, ON-HOURS}.	Enables data to be organized based on whether the callback arrived during normal hours of operation, or during off-hours. Values={OFF-HOURS, ON-HOURS}: OFF-HOURS: callback (typically scheduled only) was offered during non-operational hours ON-HOURS: callback was offered during operational (business) hours	Callback	CallbackOfferTiming	Text			CB_OFFER_TIMING	CALLBACK_DIM_2.OFFER_TIMING
Order Connect	Enables data to be organized based on the order in which the parties connected. Values=CUSTOMER_FIRST, AGENT_FIRST_PREVIEW, AGENT_FIRST_NO_PREVIEW.	Enables data to be organized based on the order in which the parties connected. Values=CUSTOMER_FIRST, AGENT_FIRST_PREVIEW, AGENT_FIRST_NO_PREVIEW.	Callback	CallbackOrderConnect	Text			CB_CONNECT_ORDER	CALLBACK_DIM_1.CONNECT_ORDER
Queue	Enables data to be organized based on the name of the virtual queue.	Enables data to be organized based on the name of the virtual queue.	Callback	CallbackQueue	Text	Queue Type	queue_lov	CB_RESOURCE_NAME	RESOURCE_Q.RESOURCE_NAME	Callback Summary Report
Queue Key	Enables data to be organized based on the primary key for the virtual queue.	Enables data to be organized based on the primary key for the virtual queue.	Callback	CallbackQueueKey	Number				AG2_CALLBACK_*.RESOURCE_KEY

Query from GCXI Metrics Display

Template:GCXI Metrics Display

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Folder: Agent

Metric name: Start Date Time Key		Folder: Agent
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_AGENT, AG2_AGENT_GRP, or AG2_AGENT_QUEUE hierarchies.
Source or Calculation: AG2_AGENT_[*].DATE_TIME_KEY, AG2_AGENT_GRP[*].DATE_TIME_KEY, AG2_AGENT_QUEUE_[*].DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Folder: Agent > Activity

Metric name: % Abandoned Inviting		Folder: Agent > Activity
Description: The percentage of interactions that entered the contact center, were distributed to a resource, and subsequently abandoned while alerting/ringing at an agent’s DN. This count includes short-abandoned interactions, and relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Abandoned Inviting and Offered Business Attribute metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated		Folder: Agent > Activity
Description: The description of this metric depends on attributes and filters in the report query: Agent Attribute: The percentage of accepted customer interactions that were transferred (warm or blind) by this agent. Agent Group Attribute: The percentage of accepted customer interactions that were transferred (warm or blind) by agents who belong to this agent group.
Source or Calculation: Calculated based on the Transfer Initiated and Accepted Activity metrics.		Used in: Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Transfer Received Accepted		Folder: Agent > Activity
Description: The description of this metric depends on the attributes and filters in the report query: Agent Attribute: The percentage of accepted customer interactions that were successfully transferred (warm or blind) to this agent. Agent Group Attribute: The percentage of accepted customer interactions that were successfully transferred (warm or blind) to agents who belong to this agent group.
Source or Calculation: Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics.		Used in: Agent Group Interaction Handling Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Abandoned Inviting		Folder: Agent > Activity
Description: The total number of times that interactions were abandoned/dropped while the interactions were alerting/ringing (for Agent, Group, or Agent and Queue, depending on GCXI Project attributes).
Source or Calculation: AG2_AGENT_[*].ABANDONED_INVITE		Used in: Agent Conduct Report Agent Performance Dashboard Agent Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent. Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_[*].ACCEPTED, AG2_AGENT_GRP_[*].ACCEPTED		Used in: Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction handling Report Agent Interval Based Report Agent Performance Dashboard Agent Report Agent Social Engagement Report Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Predictive Routing Agent Dashboard Predictive Routing Agent Occupancy Report (Active Time & Predictive) Survey Statistics Report Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Thread		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of customer-interaction threads that were accepted, pulled, or initiated for the first time by this agent. Agent Group Attributes: The total number of customer-interaction threads that were accepted, pulled, or initiated for the first time by agents who belong to this agent group. This metric includes an agent's first participation in outbound replies to inbound interactions, and, for media other than email, yields the same values as the metric Accepted Unique.
Source or Calculation: AG2_AGENT_[*].ACCEPTED_THREAD, AG2_AGENT_GRP_[*].ACCEPTED_THREAD		Used in: Agent Interaction Hierarchy Report
Media type: Async Data type: Number Metric type: Disposition
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Metric name: Accepted Unique		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of logical interactions that were accepted, pulled, or initiated for the first time by this agent. Agent Group Attributes: The total number of logical interactions that were accepted, pulled, or initiated for the first time by agents who belong to this agent group.
Source or Calculation: AG2_AGENT_[*].ACCEPTED_UNIQUE, AG2_AGENT_GRP_[*].ACCEPTED_UNIQUE		Used in: Agent Interaction Hierarchy Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Actionability		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total score, assigned to interactions that were handled by this agent, that measures the degree to which interactions required agent attention. Agent Group Attributes: The total score, assigned to interactions that were handled by agents who belong to this agent group, that measures the degree to which interactions required agent attention. This metric includes an agent's first participation in outbound replies to inbound interactions, and, for media other than email, yields the same values as the metric Accepted Unique. See Configuring Social Media User Data in the Genesys CX Insights User’s Guide for more information.
Source or Calculation: AG2_AGENT_[*].ACTIONABILITY, AG2_AGENT_GRP_[*].ACTIONABILITY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Agent - Queue A Group Combination		Folder: Agent > Activity
Description: This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only.
Source or Calculation: AG2_AGENT_QUEUE_[*].AGENT_GROUP_COMBINATION_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Metric name: Agent - Queue Q Group Combination		Folder: Agent > Activity
Description: This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only.
Source or Calculation: AG2_AGENT_QUEUE_[*].QUEUE_GROUP_COMBINATION_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Metric name: Agent Disconnect First		Folder: Agent > Activity
Description: The value presented in this metric varies depending on the attributes and filters used in a report: Agent Attribute: For voice interactions, the total number of times during the reporting interval that this agent released customer interactions before the other party did. For multimedia interactions, serves as a flag to indicate whether the interaction was stopped by one of the parties or by some outside entity (for example, Interaction Server or a Media Server). Agent Group Attribute: For voice interactions, the total number of times during the reporting interval that agents from this group released customer interactions before the other party did. For multimedia interactions, serves as a flag to indicate whether the interaction was stopped by one of the parties or by some outside entity (for example, Interaction Server or a Media Server). The tally is incremented only when the system (such as the switch) provides such information.
Source or Calculation: AG2_AGENT_[*].AGENT_DISCONNECT_FIRST, AG2_AGENT_GRP_[*].AGENT_DISCONNECT_FIRST		Used in: Agent Conduct Report Agent Performance Dashboard Agent Report
Media type: Chat, Open (sync), Voice Data type: Number Metric type: Disposition
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Metric name: Avg Actionability Score		Folder: Agent > Activity
Description: The value presented in this metric varies depending on the attributes and filters used in a report: Agent Attribute: The average score, assigned to interactions that were handled by this agent, measuring the degree to which interactions required agent attention. Agent Group Attribute: The average score, assigned to interactions that were handled by agents belonging to this agent group, measuring the degree to which interactions The average considers only those interactions for which an Actionability Score was assigned.
Source or Calculation: Calculated as AG2_AGENT_[*].ACTIONABILITY divided by AG2_AGENT_[*].ACTIONABILITY_OFFERED, or AG2_AGENT_GRP_[*].ACTIONABILITY divided by AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED		Used in: Agent Social Engagement Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Conference Accepted Handle Time Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Average Handle Time for conference interactions in which the agent participated. This metric includes time spent by all agents who participated in handling the interaction after this agent joined.
Source or Calculation: Calculated based on the Conference Accepted Time and Conference Received Accepted metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Consult Initiated Time		Folder: Agent > Activity
Description: The value presented in this metric varies depending on the attributes and filters used in a report: Agent Attribute: The average amount of time that this agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were associated with customer interactions. Agent Group Attribute: The average amount of time that agents who belong to this agent group were engaged on collaborations or simple consult interactions that the agents initiated, where the collaborations/consultations were associated with customer interactions.
Source or Calculation: Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics.		Used in: Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Time		Folder: Agent > Activity
Description: The value presented in this metric varies depending on the attributes and filters used in a report: Agent Attribute: The average amount of time that this agent was engaged on collaborations or simple consultations that the agent received, where the collaborations/consultations were associated with customer interactions. Agent Group Attribute: The average amount of time that agents who belong to this agent group were engaged on collaborations or simple consultations that agents received, where the collaborations/consultations were associated with customer interactions.
Source or Calculation: Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics.		Used in: Agent Group Business Attribute Report Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Warm Time		Folder: Agent > Activity
Description: The value presented in this metric varies depending on the attributes and filters used in a report: Agent Attribute: The average amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. Agent Group Attribute: The average amount of time, in seconds, that agents who belong to this agent group were engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.
Source or Calculation: Calculated based on the Consult Received Warm Time and Consult Received Accepted Warm Activity metrics.		Used in: Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Warm Wrap Time Discontinued: 9.0		Folder: Agent > Activity
Description: This metric is no longer populated.
Source or Calculation: Calculated based on the Consult Received Warm Wrap Time and Consult Received Warm Wrap Activity metrics.		Used in: Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: Voice Data type: Number Metric type: Dispostion
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Metric name: Avg Consult Received Wrap Time		Folder: Agent > Activity
Description: The value presented in this metric varies depending on the attributes and filters used in a report: Agent Attribute: The average amount of time that this agent was in ACW (Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls. Agent Group Attribute: The average amount of time that agents who belong to this agent group were in ACW state following simple consultations that the agents accepted, where the consultations were associated with customer calls. This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.
Source or Calculation: Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity metrics.		Used in: Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Engage Time		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The average amount of time that this agent was engaged with customers. Agent Group Attributes: The average amount of time that agents who belong to this agent group were engaged with customers.
Source or Calculation: Calculated as Engage Time divided by Accepted Agent metrics.		Used in: Agent Activity Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Report Supervisor Dashboard Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Handle Time		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attribute: The average amount of time that this agent spent handling interactions that the agent received. Agent Group Attribute: The average amount of time that agents who belong to this agent group spent handling interactions that the agents received. This metric is computed as handle time divided by the sum of accepted interactions and received consultations.
Source or Calculation: Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations.		Used in: Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Interaction Hierarchy Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Supervisor Dashboard Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Hold Time		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attribute: The average amount of time that this agent had customer interactions on hold. Agent Group Attribute: The average amount of time that agents who belong to this group had customer interactions on hold. This metric is attributed to the interval in which interactions arrived at the agent (which can differ from the interval in which the interactions were placed on hold).
Source or Calculation: Calculated based on the Hold and Hold Time Activity metrics.		Used in: Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Report Supervisor Dashboard Task Routing Agent Activity Task Routing Agent Group Activity
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Influence Score		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The average score representing the clout amassed on social networks for interactions handled by this agent. Agent Group Attribute: The average score representing the clout amassed on social networks for interactions handled by agents belonging to this agent group. The average considers only those interactions for which an actionability score was assigned.
Source or Calculation: AG2_AGENT_[*].INFLUENCE / AG2_AGENT_[*].INFLUENCE_OFFERED or AG2_AGENT_GRP_[*].INFLUENCE / AG2_AGENT_GRP_[*].INFLUENCE_OFFERED		Used in: Agent Social Engagement Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Invite Time		Folder: Agent > Activity
Description: The average amount of time that customer interactions alerted or rang at agent resources before the interactions were accepted, plus the average duration of dialing that agents performed, where the calls were successfully established. This metric is attributed to the interval in which the interactions began. Note: The dialing component of this metric applies to voice media only.
Source or Calculation: Calculated based on the Invite Time and Invite Business Attribute metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Revenue		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The average amount of revenue that is generated for interactions handled by this agent. Agent Group Attribute: The average amount of revenue that is generated for interactions handled by agents of this agent group. The average considers only those interactions for which revenue was generated.
Source or Calculation: Calculated based on the Revenue and Offered with Revenue Activity metrics.		Used in: Agent Activity Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Dispotion
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Metric name: Avg Satisfaction		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Dimension: The average customer-satisfaction score of interactions handled by this agent. Agent Group Dimension: The average customer-satisfaction score of interactions handled by agents who belong to this agent group. The tally considers only those interactions for which customer satisfaction was recorded.
Source or Calculation: Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics.		Used in: Agent Activity Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Sentiment Score		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by this agent. Agent Group Attribute: The average score reflecting the attitude expressed by customers for interactions that were handled by agents belonging to this agent group. The average considers only those interactions for which a sentiment score was assigned.
Source or Calculation: AG2_AGENT_[*].SENTIMENT / AG2_AGENT_[*].SENTIMENT_OFFERED or AG2_AGENT_GRP_[*].SENTIMENT / AG2_AGENT_GRP_[*].SENTIMENT_OFFERED		Used in: Agent Social Engagement Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Transfer Accepted Handle Time Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Average Handle Time for interactions that arrived by transfer and were handled during the reporting interval. This metric includes only the time spent by the receiving agent, and includes both HOLD and ENGAGE times.
Source or Calculation: Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Transfer Initiated Handle Time Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Average amount of time that the agent spent handling customer interactions that the agent later transferred, during the reporting interval.
Source or Calculation: Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Wrap Time		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The average amount of time that this agent spent on customer interactions while in ACW (Wrap) state. Agent Group Attribute: The average amount of time that agents who belong to this agent group, spent on customer interactions while in ACW state.
Source or Calculation: Calculated based on the Wrap Time and Wrap Activity metrics.		Used in: Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Report Supervisor Dashboard Task Routing Agent Activity Task Routing Agent Group Activity
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Conference Accepted Time Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: The amount of time that agent spent in conference interactions. This metric includes time spent by all agents who participated in handling the interaction after this agent joined.
Source or Calculation: AG2_AGENT_*.CONF_ACCEPTED_ENGAGE_TIME+CONF_ACCEPTED_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: All (except Email) Data type: Number Metric type: Disposition
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Metric name: Conference Initiated		Folder: Agent > Activity
Description: Total number of times that this Agent, Agent Group, or Agent and Queue, (depending on the relevant GCXI Project attributes for this metric) successfully initiated conferences for received customer interactions.
Source or Calculation: AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED		Used in: Agent Transfer Summary Report Agent Utilization Report Transfer Dashboard
Media type: All (except Email) Data type: Number Metric type: Disposition
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Metric name: Conference Offered Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: The total number of Conference interactions offered to the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: AG2_AGENT_*.CONFERENCE_ RECEIVED		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Conference Received Accepted		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total number of times that this agent joined conferences to participate in customer interactions. Agent Group Attribute: The total number of times that agents from this agent group joined conferences to participate in customer interactions.
Source or Calculation: AG2_AGENT_[*].CONFERENCE_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONFERENCE_RECEIVED_ACCEPTED		Used in: Agent Utilization Report
Media type: All (except Email) Data type: Number Metric type: Disposition
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Metric name: Consult Initiated		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total number of times that this agent initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions. Agent Group Attribute: The total number of times that agents who belong to this agent group, initiated requests for collaboration or simple consultation, where the collaborations/consultations were established and associated with customer interactions.
Source or Calculation: AG2_AGENT_[*].CONSULT_INITIATED or AG2_AGENT_GRP_[*].CONSULT_INITIATED		Used in: Agent Conduct Report Agent Report Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Initiated Time		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total amount of time that this agent was engaged in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions. Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged in collaborations or simple consultations that the agents requested where the collaborations/consultations were associated with customer interactions.
Source or Calculation: AG2_AGENT_[*].CONSULT_INITIATED_TIME or AG2_AGENT_GRP_[*].CONSULT_INITIATED_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Offered Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: The total number of consult interactions offered to the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Consult Received Accepted		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total number of times that this agent received and accepted collaborations or simple consultations that were associated with customer interactions. Agent Group Attribute: The total number of times that agents who belong to this agent group received and accepted collaborations or simple consultations that were associated with customer interactions.
Source or Calculation: AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED		Used in: Agent Group Business Attribute Report Agent Interval Based Report Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Accepted Warm		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total number of times that this agent participated in consultations that the agent received, where the consultations were associated with customer interactions that were transferred to or conferenced with the agent. Agent Group Attribute: The total number of times that agents who belong to this agent group participated in consultations that the agents received, where the consultations were associated with customer interactions that were transferred to or conferenced with the agents.
Source or Calculation: AG2_AGENT_[*].CONSULT_RCV_ACC_WARM or AG2_AGENT_GRP_[*].CONSULT_RCV_ACC_WARM		Used in: Agent Utilization Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Hold		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total number of times that this agent was on hold during simple consultations that the agent received where the consultations were associated with customer interactions. Agent Group Attribute: The total number of times that agents from this agent group were on hold during simple consultations that they received where the consultations were associated with customer interactions.
Source or Calculation: AG2_AGENT_[*].CONSULT_RECEIVED_HOLD or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Time		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total amount of time that this agent was engaged as a recipient in collaborations or simple consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged as recipients in collaboration or simple consultation, including related hold durations, where the collaborations/consultations were associated with customer interactions. This metric is attributed to the interval in which this agent was offered the collaboration/consultation request.
Source or Calculation: Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME		Used in: Agent Group Business Attribute Report Agent Interval Based Report Agent Performance Dashboard Agent Report Agent Summary Activity Report (Interaction)
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Hold		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total number of consultations that this agent had on hold where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent. Agent Group Attribute: The total number of consultations that agents, who belong to this agent group, had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Source or Calculation: AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD, AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Time		Folder: Agent > Activity
Description: The description of this metric varies according to the attributes and filters in the report query: Agent Attribute: The total amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions. This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. Time begins when the consult interaction is received and ends when the customer interaction is transferred to or conferenced with this agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.
Source or Calculation: Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME		Used in: Agent Performance Dashboard Agent Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Wrap Discontinued: 9.0		Folder: Agent > Activity
Description: This metric is no longer populated.
Source or Calculation: AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Dispostion
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Metric name: Consult Received Warm Wrap Time Discontinued: 9.0		Folder: Agent > Activity
Description: This metric is no longer populated.
Source or Calculation: AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME		Used in: Agent Performance Dashboard Agent Report
Media type: Voice Data type: Number Metric type: Dispostion
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Metric name: Consult Received Wrap		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attibute: The total number of times that this agent was in ACW (Wrap) state after requests for simple consultation that the agent accepted where the consultations were associated with customer interactions. Agent Group Attibute: The total number of times that agents who belong to this agent group were in ACW state after requests for simple consultation that they accepted where the consultations were associated with customer interactions.
Source or Calculation: AG2_AGENT_[*].CONSULT_RECEIVED_WRAP or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Wrap Time		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attribute: The total amount of time that this agent was in ACW (Wrap) state after simple consultations that the agent accepted, where the consultations were associated with customer calls. Agent Group Attribute: The total amount of time that agents who belong to this agent group were in ACW state after simple consultations that the agents accepted, where the consultations were associated with customer calls. This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.
Source or Calculation: AG2_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP_TIME		Used in: Agent Performance Dashboard Agent Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Responses		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attribute: For email, the total number of collaboration replies that were initiated by this agent. For voice, this metric is the same as Agent > Activity > Consult Received Accepted. Agent Group Attribute: For email, the total number of collaboration replies that were initiated by agents who belong to this agent group. For voice, this metric is the same as Agent > Activity > Consult Received Accepted.
Source or Calculation: AG2_AGENT_[*].CONSULT_RESPONSES or AG2_AGENT_GRP_[*].CONSULT_RESPONSES		Used in: Agent Utilization Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Engage Introduced: 9.0.029.00		Folder: Agent > Activity
Description: The number of times that agents were engaged with a customer during the reporting period. This metric is useful in calculating custom values such as Average Handle Time.
Source or Calculation: AG2_AGENT_CUSTOMER_TALK_COUNT		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Engage Time		Folder: Agent > Activity
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attribute: The total amount of time that this agent was engaged with customers on interactions that the agent received. Agent Group Attribute: The total amount of time that agents who belong to this agent group were engaged with customers on interactions that the agents received. This metric excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time, and time that is spent in collaboration or consultation.
Source or Calculation: AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME		Used in: Agent Group Business Attribute Report Agent Interaction State Agent Interval Based Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Focus		Folder: Agent > Activity
Description: The total number of times that the agent was in the focus state while working on media sessions. Includes only cases where the agent was actively working on the interaction that is the subject of the IRF, and requires WDE is configured to report focus time.
Source or Calculation: AG2_AGENT_*.FOCUS		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Metric name: Focus Time		Folder: Agent > Activity
Description: The total amount of time that this agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop.
Source or Calculation: AG2_AGENT_*.FOCUS_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Metric name: Group Combination		Folder: Agent > Activity
Description: This metric is reserved for internal use to employ a key for a particular agent-group combination from the AG2_AGENT hierarchy.
Source or Calculation: AG2_AGENT_[*].GROUP_COMBINATION_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Metric name: Handle Time		Folder: Agent > Activity
Description: The total amount of time that agents who belong to this agent group spent handling interactions that the agents received. Handle time is measured as the sum of engagement time (for example, talk time), hold time, ACW (Wrap) time, all consult time for interactions that the agent received, and all ACW time for consultations the agent received. Some of these components return zero values for some media types.
Source or Calculation: Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics.		Used in: Agent Group Business Attribute Report Agent Performance Dashboard Agent Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Hold		Folder: Agent > Activity
Description: The total number of times within the interval that this agent (or agents in this agent group) had customer calls on hold.
Source or Calculation: AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD		Used in: Agent Interval Based Report Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Hold Time		Folder: Agent > Activity
Description: The total amount of time that this agent (or agents in this agent group) had customer interactions on hold. This metric counts all held durations for interactions, whether they were placed on hold once or more than once.
Source or Calculation: AG2_AGENT_[*].HOLD_TIME, AG2_AGENT_GRP_[*].HOLD_TIME		Used in: Agent Group Business Attribute Report Agent Interval Based Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Influence Score		Folder: Agent > Activity
Description: The total score that represents the customer’s clout that has amassed on social networks for customer interactions that were handled by this agent (or by agents who are members of this agent group).
Source or Calculation: AG2_AGENT_[*].INFLUENCE, AG2_AGENT_GRP_[*].INFLUENCE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite		Folder: Agent > Activity
Description: The total number of customer interactions that alerted or rang at this agent (or at agents who belong to this agent group) before the interactions were accepted plus the total number of dials that agents performed, where the calls were successfully established. This metric is attributed to the interval in which the alerting/dialing first occurred.
Source or Calculation: AG2_AGENT_[*].INVITE, AG2_AGENT_GRP_[*].INVITE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite Time		Folder: Agent > Activity
Description: The total amount of time that customer interactions alerted at this agent (or at agents who belong to this agent group), plus the total duration of the dialing that the agents performed. For the alerting component of this metric, interactions do not have to be established for this metric to be incremented. For the dialing component, dial duration is measured for established calls only. This metric is attributed to the interval in which the alerting/dialing first occurred.
Source or Calculation: AG2_AGENT_[*].INVITE_TIME, AG2_AGENT_GRP_[*].INVITE_TIME		Used in: Agent Interaction State Agent Summary Activity Report (Interaction) Supervisor Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Not Accepted		Folder: Agent > Activity
Description: The total number of times that customer interactions were redirected to another resource upon no answer by this agent (or by agents who belong to this agent group), or were otherwise not accepted by such agents.
Source or Calculation: AG2_AGENT_[*].NOTACCEPTED, AG2_AGENT_GRP_[*].NOTACCEPTED		Used in: Agent Performance Dashboard Agent Report Agent Utilization Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Offered		Folder: Agent > Activity
Description: The total number of times that interactions were received or initiated by this agent (for Agent reporting), or agents who belong to this agent group (for Agent Group reporting). The count includes interactions that were abandoned while inviting, handling attempts that the agent rejected, and warm consultations and conferences that the agent received. This count excludes simple consultations, whether they were initiated or received. For AGT_AGENT_QUEUE records, this metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: AG2_AGENT_[*].OFFERED, AG2_AGENT_GRP_[*].OFFERED		Used in: Agent Activity Agent Interaction Hierarchy Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Predictive Routing Agent Dashboard Predictive Routing Agent Occupancy Report (Active Time and Predictive) Supervisor Dashboard Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: Offered with Actionability		Folder: Agent > Activity
Description: The total number of customer interactions that were offered to this agent, (or to agents who belong to this agent group), for which actionability scores were recorded.
Source or Calculation: AG2_AGENT_[*].ACTIONABILITY_OFFERED, AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Offered with Influence		Folder: Agent > Activity
Description: The total number of customer interactions that were offered to this agent (or by agents who belong to this agent group), for which customer-influence scores were recorded.
Source or Calculation: AG2_AGENT_[*].INFLUENCE_OFFERED, AG2_AGENT_GRP_[*].INFLUENCE_OFFERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Offered with Revenue		Folder: Agent > Activity
Description: The total number of customer interactions that entered or began within the contact center, were handled by this agent (or by agents who belong to this agent group), and had associated revenue.
Source or Calculation: AG2_AGENT_[*].REVENUE_OFFERED, AG2_AGENT_GRP_[*].REVENUE_OFFERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Offered with Satisfaction		Folder: Agent > Activity
Description: The total number of customer interactions handled by this agent (or by agents who belong with this agent group) for which customer-satisfaction scores were recorded.
Source or Calculation: AG2_AGENT_[*].SATISFACTION_OFFERED, AG2_AGENT_GRP_[*].SATISFACTION_OFFERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Offered with Sentiment		Folder: Agent > Activity
Description: The total number of customer interactions handled by this agent (or by agents who belong with this agent group) for which sentiment scores were recorded.
Source or Calculation: AG2_AGENT_[*].SENTIMENT_OFFERED, AG2_AGENT_GRP_[*].SENTIMENT_OFFERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Rejected		Folder: Agent > Activity
Description: The total number of times that customer interactions alerted at this agent (or an agent that belongs to this agent group) and were not accepted.
Source or Calculation: AG2_AGENT_[*].REJECTED, AG2_AGENT_GRP_[*].REJECTED		Used in: Agent Conduct Report Agent Performance Dashboard Agent Task Dashboard Agent Utilization Email Report Task Routing Agent Activity Task Routing Agent Group Activity
Media type: All Data type: Number Metric type: Disposition
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Metric name: Responded Unique		Folder: Agent > Activity
Description: The total number of first-time outbound replies in which this agent (or an agent in this group) participated in response to customer interactions. Any number of replies could be prepared in response to a customer interaction. This metric attributes only the first-connected reply to this agent, regardless of whether the reply was sent. This metric excludes outbound replies to consultations, outbound replies that the agent pulled from his/her personal workbin or rejected, and system-generated responses.
Source or Calculation: AG2_AGENT_[*].RESPONDED_UNIQUE, AG2_AGENT_GRP_[*].RESPONDED_UNIQUE		Used in: Agent Interaction Hierarchy Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Responses		Folder: Agent > Activity
Description: For voice and chat media, this metric represents the total number of times that customer interactions or warm consultations were accepted by this agent or by an agent in this group. For email, this metric represents the total number of times that the agent prepared an outbound reply. For voice media, this metric is identical to Activity\Accepted; it returns positive values when agents initiate calls.
Source or Calculation: AG2_AGENT_[*].RESPONSES, AG2_AGENT_GRP_[*].RESPONSES		Used in: Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Interaction Hierarchy Report Agent Utilization Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Revenue		Folder: Agent > Activity
Description: The total revenue that is generated during the interval by customer interactions handled by agents who belong to this agent group.
Source or Calculation: AG2_AGENT_[*].REVENUE, AG2_AGENT_GRP_[*].REVENUE		Used in: Agent Group Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Satisfaction		Folder: Agent > Activity
Description: The sum of numerical scores of customer satisfaction that were attributed to customer interactions handled by this agent, or by agents who belong to this agent group.
Source or Calculation: AG2_AGENT_[*].SATISFACTION, AG2_AGENT_GRP_[*].SATISFACTION		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Sentiment Score		Folder: Agent > Activity
Description: The total score reflecting the attitude expressed by customers for interactions that were handled by this agent or by agents belonging to this agent group.
Source or Calculation: AG2_AGENT_[*].SENTIMENT, AG2_AGENT_GRP_[*].SENTIMENT		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Short		Folder: Agent > Activity
Description: The total number of times that customer interactions were accepted by this agent (or by and agents who belongs to this agent group) and then released, transferred, or stopped within the short-engagement threshold.
Source or Calculation: AG2_AGENT_[*].SHORT, AG2_AGENT_GRP_[*].SHORT		Used in: Agent Conduct Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Start Date Time Key		Folder: Agent > Activity
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_AGENT, AG2_AGENT_GRP, or AG2_AGENT_QUEUE hierarchies.
Source or Calculation: AG2_AGENT_[*].DATE_TIME_KEY, AG2_AGENT_GRP[*].DATE_TIME_KEY, AG2_AGENT_QUEUE_[*].DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Metric name: Transfer Accepted Cold Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: The total number of times that customer interactions were successfully cold transferred and accepted by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Accepted Time Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Total number of seconds spent handling customer interactions following transfer. The count includes both HOLD and ENGAGE times.
Source or Calculation: AG2_AGENT_*.XFER_ACCEPTED_ENGAGE_TIME + AG2_AGENT_*.XFER_ACCEPTED_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Accepted Warm Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: The total number of times that customer interactions were successfully warm transferred and accepted by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: AG2_AGENT_*.XFER_ACCEPTED_WARM		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Initiated Agent		Folder: Agent > Activity
Description: The total number of times that this agent (or an agent from this queue) transferred customer interactions. Both warm and blind transfers are reflected in this metric.
Source or Calculation: AG2_AGENT_[*].TRANSFER_INIT_AGENT, AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT		Used in: Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Performance Dashboard Agent Report Agent Task Dashboard Agent Utilization Email Report Agent Utilization Report Task Routing Agent Activity Task Routing Agent Group Activity Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Initiated Agent Cold Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Total number of cold transfers initiated by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics.		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Initiated Agent Warm Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Total number of warm transfers initiated by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: AG2_AGENT_*.XFER_INITIATED_WARM		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Initiated Time Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Total number of seconds that the transferring agent spent handling customer interactions that were transferred and handled during the reporting interval.
Source or Calculation: AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Offered Introduced: 100.0.027.0001		Folder: Agent > Activity
Description: Total number of times that customer interactions were arrived by transfer and were offered (for this Agent or Agent Group depending on the relevant GCXI Project attributes for this metric).
Source or Calculation: AG2_AGENT_*.XFER_ RECEIVED		Used in: Agent Transfer Summary Report Transfer Dashboard
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Received Accepted		Folder: Agent > Activity
Description: The total number of times that this agent (or an agent who belongs to this agent group) received customer interactions that were successfully transferred to the agents. Both warm and blind transfers are reflected in this metric.
Source or Calculation: AG2_AGENT_[*].XFER_RECEIVED_ACCEPTED, AG2_AGENT_GRP_[*].XFER_RECEIVED_ACCEPTED		Used in: Agent Group Interaction Handling Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Wrap		Folder: Agent > Activity
Description: The total number of times that this agent (or an agent from this group) was in ACW (Wrap) state for customer interactions that the agent received. This metric is attributed to the interval in which the agent was offered the interactions for which ACW was invoked.
Source or Calculation: AG2_AGENT_[*].WRAP, AG2_AGENT_GRP_[*].WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Wrap Time		Folder: Agent > Activity
Description: The total amount of time, in seconds attributed to the ACW (Wrap) state for customer interactions (for this Agent, Agent Group, or Agent and Queue, depending on GCXI Project attributes).
Source or Calculation: AG2_AGENT_QUEUE_[*].WRAP_TIME		Used in: Agent Group Business Attribute Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report
Media type: Voice Data type: Number Metric type: Disposition
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Folder: Business Attribute > BA Customer

Metric name: % Abandoned Inviting		Folder: Business Attribute > BA Customer
Description: The percentage of interactions that entered the contact center, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agent’s DN, relative to the total number of interactions that entered the contact center. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics.		Used in: Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were abandoned, relative to the total number of customer interactions of this business attribute that entered or began within the contact center during the interval.
Source or Calculation: Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Accept Service Level		Folder: Business Attribute > BA Customer
Description: The service level measured as a percentage of interactions that entered this tenant and were accepted within a user-defined threshold, relative to all interactions that entered this tenant and were offered to a resource.
Source or Calculation: Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics.		Used in: Contact Center Report Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Accepted		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were accepted, relative to the total number of interactions of this business attribute that were offered to a handling resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Accepted and Offered metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Accepted Agent		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that entered or began within the contact center and were subsequently distributed and accepted by an agent to the total number of interactions that were offered. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Accepted Agent and Offered metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Finished Service Level		Folder: Business Attribute > BA Customer
Description: The percentage of time within the interval that this agent was engaged with customers to the total duration within the interval of the agent’s active session on a particular media channel.
Source or Calculation: Calculated based on the Business Attribute > Finished in Threshold and Finished metrics.		Used in: Customer Perspective Report Interaction Volume Business Attribute Email Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % First Response Time Service Level		Folder: Business Attribute > BA Customer
Description: The service level that is delivered for this business attribute measured as a percentage of customer interactions that were accepted within a user-defined threshold to all customer interactions that were offered to handling resources.
Source or Calculation: Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics.		Used in: Business Metrics Executive Report Contact Center Report Customer Perspective Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Short Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that entered or began within the contact center and were abandoned or dropped for any reason within a specific threshold, relative to the total number of customer interactions of this business attribute that entered or began within the contact center and were abandoned while waiting for the first handling resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics.		Used in: Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were transferred (warm or blind) by agents to the total number of customer interactions of this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated Agent		Folder: Business Attribute > BA Customer
Description: The percentage of customer interactions of this business attribute that were transferred (warm or blind) by agents to the total number of customer interactions of this business attribute that were accepted by agents.
Source or Calculation: Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Result Report Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Abandoned Inviting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were abandoned or dropped for any reason while they were alerting or ringing at the first handling resource. This count includes short-abandoned interactions.
Source or Calculation: AG2_ID_*.ABANDONED_INVITE		Used in: Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were abandoned or stopped for any reason while the interactions were waiting for the first handling resource. The count includes customer interactions that were abandoned while they were ringing at the agent’s desktop or alerting at the handling resource as well as short-abandoned interactions.
Source or Calculation: AG2_ID_*.ABANDONED		Used in: Campaign Summary Report Interaction Volume Business Result Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The total amount of time associated with customer interactions of this business attribute that were abandoned or dropped for any reason. This time includes the duration of customer interactions that were abandoned within the short-abandoned threshold.
Source or Calculation: AG2_ID_*.ABANDONED_TIME		Used in: Contact Center Dashboard Contact Center Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Accept Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that customer interactions of this business attribute were queued and/or alerting or ringing before the interactions were accepted, answered, pulled, or initiated by the first-handling resource. Duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted, answered, pulled, or initiated by the handling resource. This metric includes alert (ring) time.
Source or Calculation: AG2_ID_*.ACCEPT_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accept Time Agent		Folder: Business Attribute > BA Customer
Description: The total amount of timethat customer interactions of this business attribute were queued and/or alerting or ringing at agent resources before the interactions were accepted, answered, pulled, or initiated by the first-handling agent. Duration starts when an interaction enters or begins within the contact center and ends when the interaction is accepted, answered, pulled, or initiated by an agent—thereby, including alert time or ring time.
Source or Calculation: AG2_ID_*.ACCEPTED_AGENT_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated by a handling resource.
Source or Calculation: AG2_ID_*.ACCEPTED		Used in: AHT Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Model Efficiency Predictive Routing - AHT & QUEUE Predictive Routing - Model Efficiency Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Operational Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Agent		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated by an agent.
Source or Calculation: AG2_ID_*.ACCEPTED_AGENT		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted in Threshold		Folder: Business Attribute > BA Customer
Description: The total number of times that customer interactions or established warm consultations of this business attribute that were accepted, answered, pulled, or initiated by a handling resource within the acceptance threshold. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: AG2_ID_*.ACCEPTED_THR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Others		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were accepted, answered, pulled, or initiated by a resource other than an agent, place DN, or extension DN. This metric is calculated as the difference between the total number of interactions of this business attribute that were accepted, answered, or pulled and the total number of interactions of this business attribute that were accepted, answered, or pulled by an agent resource.
Source or Calculation: Calculated based on the Business Attribute > Accepted and Accepted Agent metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Thread		Folder: Business Attribute > BA Customer
Description: The total number of customer-interaction threads that were accepted, initiated, or pulled by handling resources. This metric includes a handling resource’s first participation in outbound replies to inbound interactions.
Source or Calculation: AG2_ID_*.ACCEPTED_THREAD		Used in: This metric is not used in any reports.
Media type: Async Data type: Number Metric type: Disposition
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Metric name: Actionability Score		Folder: Business Attribute > BA Customer
Description: The total score, assigned to interactions of this business attribute, that measures the degree to which interactions required agent attention. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.ACTIONABILITY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: ASA		Folder: Business Attribute > BA Customer
Description: The average amount of time (seconds) it took agents to accept, answer, or pull customer interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Avg Accept Time Agent metric.		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
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Metric name: ASA (Fmt)		Folder: Business Attribute > BA Customer
Description: The average amount of time (hh:mm:ss) it took agents to accept, answer, or pull customer interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Avg Accept Time Agent metric.		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that interactions of this business attribute waited within the contact center before customers abandoned the interactions or before they were dropped for any reason. This average includes interactions that were abandoned or dropped within the short-abandoned threshold and excludes interactions that were abandoned or dropped while they were alerting (ringing) at an agent’s desktop.
Source or Calculation: Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Avg Accept Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that customer interactions of this business attribute were queued and/or alerting or ringing before the interactions were accepted by the first-handling resource.
Source or Calculation: Calculated based on the Business Attribute > Accept Time and Accepted metrics.		Used in: Predictive Routing - Model Efficiency Predictive Routing Operational Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Accept Time Agent		Folder: Business Attribute > BA Customer
Description: The average amount of time it took agents to accept customer interactions of this business attribute. This metric is identical to (BA Customer > )ASA.
Source or Calculation: Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics.		Used in: Contact Center Dashboard Contact Center Report Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Actionability Score		Folder: Business Attribute > BA Customer
Description: The average actionability score, assigned to interactions that entered or began within the contact center and were handled by this agent, measuring the degree to which interactions required agent attention. The average considers only those interactions for which an actionability score was assigned.
Source or Calculation: Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Engage Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that agents were engaged with customers on interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Finish No Response Time		Folder: Business Attribute > BA Customer
Description: The average amount of time of completed customer interactions that were assigned this business attribute for which no response (excluding acknowledgements) was sent to the customer.
Source or Calculation: Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics.		Used in: Contact Center Dashboard Contact Center Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Finish Response Time		Folder: Business Attribute > BA Customer
Description: The average duration of completed customer interactions that both had a response by a handling resource and were assigned this business attribute. This duration includes the entire lifespan of the interaction including processing, queueing, and handling.
Source or Calculation: Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics.		Used in: Contact Center Dashboard Contact Center Report Customer Perspective Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Finish Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that it took to complete customer interactions that were assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Finish Time and Finished metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg First Response Time		Folder: Business Attribute > BA Customer
Description: The average duration of completed customer interactions that both had a response by a handling resource and were assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics.		Used in: Contact Center Dashboard Contact Center Report Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Handle Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that agents spent handling interactions assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics.		Used in: AHT Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Hold Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that customers spent on hold for interactions assigned this business attribute. This metric is attributed to the interval in which the interactions were accepted by a resource.
Source or Calculation: Calculated based on the Business Attribute > Hold Time and Hold metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Influence Score		Folder: Business Attribute > BA Customer
Description: The average score representing the customer’s clout amassed on social networks at the moment when interactions entered or began within the contact center.
Source or Calculation: Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Invite Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that customer interactions alerted or rang at agent resources before the interactions were accepted plus the average duration of dialing that agents performed, where the calls were successfully established. This metric is attributed to the interval in which the interactions began. The dialing component of this metric applies to voice media only.
Source or Calculation: Calculated based on the Business Attribute > Invite Time and Invite metrics.		Used in: Contact Center Dashboard Contact Center Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Revenue		Folder: Business Attribute > BA Customer
Description: The average amount of revenue that is generated for interactions assigned this business attribute. The average considers only those interactions for which revenue was generated.
Source or Calculation: Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics.		Used in: Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Satisfaction		Folder: Business Attribute > BA Customer
Description: The average customer-satisfaction score of interactions assigned this business attribute. The average considers only those interactions for which customer satisfaction was recorded.
Source or Calculation: Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction metrics.		Used in: Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Sentiment Score		Folder: Business Attribute > BA Customer
Description: The average score reflecting the attitude expressed by customers for interactions that entered or began within the contact center
Source or Calculation: Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Transfer Accepted Handle Time Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: The average amount of time, in seconds, that agents spent handling interactions assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.
Source or Calculation: Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Wrap Time		Folder: Business Attribute > BA Customer
Description: The average amount of time that agents spent performing after call work for customer interactions that were assigned this business attribute.
Source or Calculation: Calculated based on the Business Attribute > Wrap Time and Wrap metrics.		Used in: Contact Center Dashboard Contact Center Report Interaction Volume Business Attribute Report Predictive Routing - AHT & QUEUE Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Conference Initiated Agent		Folder: Business Attribute > BA Customer
Description: The total number of times that agents initiated conferences for customer interactions that the agents received where the interactions were established and were of this business attribute.
Source or Calculation: AG2_ID_*.CONFERENCE_INIT_AGENT		Used in: This metric is not used in any reports.
Media type: All (except Email) Data type: Number Metric type: Disposition
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Metric name: Deferred		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center, and where the customer accepted a Callback offer.
Source or Calculation: AG2_ID_*.DEFERRED		Used in: Pre-Agent Termination Report
Media type: Voice, Chat Data type: Number Metric type: Disposition
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Metric name: Engage Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that agents were engaged with customers for interactions that were assigned this business attribute. This metric excludes engagement time that is associated with collaborations, simple consultations, and other interaction-related durations, such as hold time, ACW (Wrap) time, and alert (ring) time.
Source or Calculation: AG2_ID_*.ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center and were assigned this business attribute. This count includes abandoned interactions.
Source or Calculation: AG2_ID_*.ENTERED		Used in: Customer Perspective Report Interaction Volume Business Attribute Email Report Pre-Agent Termination Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered Thread		Folder: Business Attribute > BA Customer
Description: The total number of unique threads of customer interactions of this business attribute that entered or began within the contact center. This metric is attributed to the first interval of the thread.
Source or Calculation: AG2_ID_*.ENTERED_THREAD		Used in: Interaction Volume Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Actionability		Folder: Business Attribute > BA Customer
Description: The total score, assigned to interactions of this business attribute, that measures the degree to which interactions required agent attention. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.ACTIONABILITY_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Influence		Folder: Business Attribute > BA Customer
Description: The total number of times that influence scores were recorded for customer interactions of this business attribute. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.INFLUENCE_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Objective		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center, were assigned this business attribute, and either had a baseline service objective or a response threshold (defined in the [agg-gim-thld-QUEUE-IXN] section) greater than zero.
Source or Calculation: AG2_ID_*.ENTERED_OBJ_RES		Used in: Business Metrics Executive Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Revenue		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center, were assigned this business attribute, and had associated revenue. Unlike Entered with Satisfaction, this metric never yields results that are greater than the total number of interactions that entered or began within the contact center. If more than one agent handled the same interaction, revenue is attributed to the first-handling agent only.
Source or Calculation: AG2_ID_*.SATISFACTION_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Satisfaction		Folder: Business Attribute > BA Customer
Description: The total number of times that customer-satisfaction scores were recorded for customer interactions of this business attribute. This metric might yield results that are greater than the total number of interactions that entered or began within the contact center if customer satisfaction scores were attributed more than once to the same interaction.
Source or Calculation: AG2_ID_*.SATISFACTION_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered with Sentiment		Folder: Business Attribute > BA Customer
Description: The total number of times that sentiment scores were recorded for customer interactions of this business attribute. This metric might yield results that are greater than the total number of interactions that entered or began within the contact center if sentiment scores were attributed more than once to the same interaction. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.SENTIMENT_ENTERED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finish No Response Time		Folder: Business Attribute > BA Customer
Description: The total duration of completed customer interactions that were assigned this business attribute for which no response (excluding acknowledgements) was sent to the customer. This duration starts from the moment at which the interaction enters or begins within the contact center and ends when all legs of the interaction (for example, collaborations/consultations, transfers, and conferences) have ended.
Source or Calculation: Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finish Response Time		Folder: Business Attribute > BA Customer
Description: The total duration of completed customer interactions that were assigned this business attribute and for which non-acknowledgement responses were sent by the system. The responses can be auto-responses that are generated by system handling resources or responses that are generated by agents. (For synchronous media, a response is counted upon acceptance of the interaction.) This duration includes the entire lifespan of the interaction: processing, queueing, and handling.
Source or Calculation: AG2_ID_*.FINISH_RESPONSE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finish Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that it took to complete customer interactions that were assigned this business attribute. Duration is measured as the end time of a completed interaction minus its start time. Active interactions do not contribute to this metric.
Source or Calculation: AG2_ID_*.FINISH_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finished		Folder: Business Attribute > BA Customer
Description: The total number of completed customer interactions that were assigned this business attribute. Wwhen there are no remaining active interactions during the interval, this metric is equivalent to (BA Customer >) Entered.
Source or Calculation: AG2_ID_*.FINISHED		Used in: Interaction Volume Business Attribute Email Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finished in Threshold		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were completed within the finish threshold. This metric relies on the value of the finish threshold as configured in the[agg-gim-thld-ID-IXN] section.
Source or Calculation: AG2_ID_*.FINISHED_THR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Finished No Response		Folder: Business Attribute > BA Customer
Description: The total number of completed interactions for which no response was created. This count includes interactions that were abandoned or otherwise stopped for any reason.
Source or Calculation: Calculated as the difference between Business Attribute > Finished and Finished Response metrics.		Used in: This metric is not used in any reports.
Media type: Async Data type: Number Metric type: Disposition
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Metric name: Finished Response		Folder: Business Attribute > BA Customer
Description: For synchronous media, the total number of completed customer interactions that were handled by agents or self-service IVR port resources and assigned this business attribute. For email, the total number of interactions of this business attribute that had a response.
Source or Calculation: AG2_ID_*.FINISHED_RESPONSE		Used in: Interaction Volume Business Attribute Email Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: First Contact Resolution Result		Folder: Business Attribute > BA Customer
Description: First Contact Resolution (FCR) measures whether issues were resolved during the first customer attempt. A value of NO indicates that the customer raised the same issue again within 7 days.
Source or Calculation: AG2_ID_FCR_*.ACCEPTED_FCR		Used in: Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: All Data type: Number Metric type: Disposition
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Metric name: First Response in Threshold		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute for which a response was created within the service time threshold configured by service-related key-value pairs in the attached user-data mapping. For online media, a response is considered to have been created when the interaction was accepted. For offline media, the first reply to a given interaction must be sent out in order to increment this metric. This metric excludes interactions that were routed to and accepted by unmonitored resources. This metric relies on the value of the response threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: AG2_ID_*.RESPONDED_THR		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: First ResponseTime		Folder: Business Attribute > BA Customer
Description: The total amount of time including mediation duration that elapsed before a first response to a customer interaction, that was assigned this business attribute was created. For online media, a response is considered to have been created when the interaction was accepted by a handling resource. For offline media, the first reply to a given interaction must be sent in order to increment this metric. The business-attribute assignment can occur at any moment during the interaction’s lifetime for this metric to be tallied.
Source or Calculation: AG2_ID_*.FIRST_RESPONSE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Focus		Folder: Business Attribute > BA Customer
Description: Total number of times that the agent was in the focus state while working on media sessions. Includes only cases where the agent was actively working on the interaction that is the subject of the IRF, and requires WDE is configured to report focus time.
Source or Calculation: AG2_ID_*.FOCUS		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Focus Time		Folder: Business Attribute > BA Customer
Description: The total time that the agent spent in the focus state while working on media sessions. Includes only time that the agent spent actively processing the interaction, as reported by the agent desktop.
Source or Calculation: AG2_ID_*.FOCUS_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Handle Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that agents spent handling interactions that were assigned this business attribute. This duration is calculated as the sum of engage time, hold time, ACW (wrap) time that is associated with interactions, consult time for interactions that agents received, and ACW time for consultations that agents received. This duration excludes alert time.
Source or Calculation: Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Hold		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that agents had on hold.
Source or Calculation: AG2_ID_*.HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Hold Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that agents had customers on hold for interactions assigned this business attribute.
Source or Calculation: AG2_ID_*.HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Influence Score		Folder: Business Attribute > BA Customer
Description: The total score that represents the customer’s clout that has amassed on social networks for customer interactions of this business attribute.
Source or Calculation: AG2_ID_*.INFLUENCE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that alerted or rang at agents before the interactions were accepted plus the total number of dials that agents performed, where the interactions were successfully established. This metric is attributed to the interval in which the alerting/dialing first occurred. The dialing component of this metric applies to voice media only.
Source or Calculation: AG2_ID_*.INVITE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that customer interactions of this business attribute alerted at agents plus the total duration of dialing performed by agents. For the alerting component of this metric, interactions do not have to be established for this metric to be incremented. For the dialing component, dial duration is measured for established interactions only and is applicable only to voice media. This metric is attributed to the interval in which the alerting/dialing first occurred.
Source or Calculation: AG2_ID_*.INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The maximum amount of time (seconds) that customer interactions that entered or began within the contact center and were assigned this business attribute spent in a queue and/or alerting/ringing at the first target before the interactions were abandoned or stopped for any reason.
Source or Calculation: AG2_ID_*.ABANDONED_TIME_MAX		Used in: Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Max Abandoned Waiting Time (Fmt)		Folder: Business Attribute > BA Customer
Description: The maximum amount of time (HH:MM:SS) that customer interactions that entered or began within the contact center and were assigned this business attribute spent in a queue and/or alerting/ringing at the first target before the interactions were abandoned or stopped for any reason.
Source or Calculation: AG2_ID_*.ABANDONED_TIME_MAX		Used in: Interaction Volume Business Attribute Report Pre-Agent Termination Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Max Accept Time Agent		Folder: Business Attribute > BA Customer
Description: The longest amount of time (seconds) that customer interactions of this business attribute spent in a queue before the interactions were accepted by the first handling resource. The duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted. This metric includes alert (ring) time.
Source or Calculation: AG2_ID_*.ACCEPT_TIME_AGENT_MAX		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Accept Time Agent (Fmt)		Folder: Business Attribute > BA Customer
Description: The longest amount of time (HH:MM:SS) that customer interactions of this business attribute spent in a queue before the interactions were accepted by the first handling resource. The duration starts when the interaction enters or begins within the contact center and ends when the interaction is accepted. This metric includes alert (ring) time.
Source or Calculation: AG2_ID_*.ACCEPT_TIME_AGENT_MAX		Used in: Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Standard Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The longest time (seconds) beyond the short-abandoned threshold that customer interactions of this business attribute spent in a queue or alerting/ringing at the first handling resource before the interactions were abandoned or stopped for any reason. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Max Standard Abandoned Waiting Time (Fmt)		Folder: Business Attribute > BA Customer
Description: The longest time (HH:MM:SS) beyond the short-abandoned threshold that customer interactions of this business attribute spent in a queue or alerting/ringing at the first handling resource before the interactions were abandoned or stopped for any reason. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Offered		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center during the interval, were assigned this business attribute, and were offered to a resource excluding interactions that were abandoned within the short-abandoned threshold. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-ID-IXN] section.
Source or Calculation: Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics.		Used in: Contact Center Dashboard Pre-Agent Termination Report Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Operational Report Task Volume Dashboard Task Volume Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Responded		Folder: Business Attribute > BA Customer
Description: For voice and chat media, the total number of customer interactions of this business attribute that had been accepted by a handling resource. For e mail, this metric represents the total number interactions that had a responss that had been sent to a customer. One handling resource can send multiple replies; however, this metric’s value is either 0 or 1 for each interaction. The value of this metric is less than or equal to Responses.
Source or Calculation: AG2_ID_*.RESPONDED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Response Ratio		Folder: Business Attribute > BA Customer
Description: The ratio of interactions of this business attribute for which an outbound reply was created to customers to all accepted interactions of this business attribute. For all media types, this ratio could be greater than 1:1.
Source or Calculation: Calculated based on the (BA Customer >) Responses and Responded metrics.		Used in: Customer Perspective Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Responses		Folder: Business Attribute > BA Customer
Description: For voice and chat media, the total number of customer interactions of this business attribute that were accepted by handling resources. For e-mail, this metric represents the total number times that resources (such as agents) created outbound replies that might or might not have been sent. One handling resource can create multiple replies; this metric’s value reflects each reply. The value of this metric is greater than or equal to Responded.
Source or Calculation: AG2_ID_*.RESPONSES		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Revenue		Folder: Business Attribute > BA Customer
Description: The total revenue generated during the interval by customer interactions assigned this business attribute.
Source or Calculation: AG2_ID_*.REVENUE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Satisfaction		Folder: Business Attribute > BA Customer
Description: The sum of numerical scores of customer satisfaction that were attributed to customer interactions assigned this business attribute.
Source or Calculation: AG2_ID_*.SATISFACTION		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Sentiment Factor		Folder: Business Attribute > BA Customer
Description: This metric is used for internal purposes to assign a factor to the Classify Sentiment Category dimension. This factor takes on one of four values: -1, when Classify Sentiment Category is Negative. 0.25, when Classify Sentiment Category is Neutral. 1, when Classify Sentiment Category is Positive. 0, otherwise.
Source or Calculation: Calculated based on the (BA Customer >) Classify Sentiment Category metric.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Sentiment Index		Folder: Business Attribute > BA Customer
Description: Customer sentiment in accordance with their ability to influence. A weighted consolidated sentiment and influence (-10,000 to 10,000 per interaction), with the largest values assigned to customers with the highest influence score.
Source or Calculation: Calculated based on the following Business Attribute > BA Customer metrics: Influence Score, Sentiment Influence Entered Diff, Sentiment Score, Sentiment Factor, Entered with Sentiment.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Sentiment Influence Entered Diff		Folder: Business Attribute > BA Customer
Description: The difference between the number of interactions that entered/began within the contact center for which a sentiment score was attached and the number for which an influence score was attached.
Source or Calculation: Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence.		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Metric name: Sentiment Score		Folder: Business Attribute > BA Customer
Description: This metric is used for internal purposes to represent the total score reflecting the attitude expressed by customers for interactions that entered or began within the contact center. See Using Attached Data in the Genesys CX Insights User's Guide for more information.
Source or Calculation: AG2_ID_*.SENTIMENT		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Short Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that were abandoned or dropped for any reason within the threshold while they were waiting for the first handling resource.
Source or Calculation: AG2_ID_*.SHORT_ABANDONED		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Standard Abandoned Waiting		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions that entered or began within the contact center and were abandoned or dropped for any reason. Excludes short-abandoned interactions and abandoned-while-alerting interactions.
Source or Calculation: Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Standard Abandoned Waiting Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that is associated with interactions of this business attribute that were abandoned by the customer or dropped for any reason before the interactions could be established.
Source or Calculation: AG2_ID_*.ABANDONED_STANDARD_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Start Date Time Key		Folder: Business Attribute > BA Customer
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_ID hierarchy.
Source or Calculation: AG2_ID_*.DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Transfer Accepted Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of interactions, assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.
Source or Calculation: AG2_ID_*. XFER_ACCEPTED		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Accepted Cold Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: The total number of times that customer interactions were successfully cold transferred and accepted by the agent / agent group (depending on the relevant GCXI Project attributes for this metric) during the reporting interval.
Source or Calculation: Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics.		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Accepted Time Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: The amount of time, in seconds, that the agent spent handling interactions assigned this business attribute, that arrived by transfer and were accepted by the agent during the reporting interval.. Used for calculating Avg Transfer Accepted Handle Time.
Source or Calculation: AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Accepted Warm Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of interactions, assigned this business attribute, that arrived by warm transfer and were offered to the agent during the reporting interval.
Source or Calculation: AG2_ID_*. XFER_ACCEPTED_WARM		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Initiated Agent		Folder: Business Attribute > BA Customer
Description: The total number of customer interactions of this business attribute that agents transferred. Both warm and blind transfers are reflected in this metric.
Source or Calculation: AG2_ID_*.TRANSFER_INIT_AGENT		Used in: Agent Transfer Summary Report Daily Transfer Summary Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Task Volume Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Initiated Cold Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of cold transfers of interactions assigned this business attribute, that were initiated by the agent during the reporting interval.
Source or Calculation: Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics.		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Initiated Warm Introduced: 100.0.027.0001		Folder: Business Attribute > BA Customer
Description: Total number of warm transfers of interactions assigned this business attribute, that were initiated by the agent during the reporting interval.
Source or Calculation: AG2_ID_*.XFER_ INIT_AGENT_WARM		Used in: Daily Transfer Summary Report Transfer Dashboard
Media type: Data type: Metric type: Disposition
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Metric name: Transfer Rate		Folder: Business Attribute > BA Customer
Description: The percentage of interactions that were transferred. Calculated as the total number of transferred interactions divided by the total number of interactions.
Source or Calculation: Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics.		Used in: Contact Center Report Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour)
Media type: Data type: Metric type: Disposition
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Metric name: Wrap		Folder: Business Attribute > BA Customer
Description: The total number of times that agents entered ACW (Wrap) state for customer interactions that the agents received of this business attribute.
Source or Calculation: AG2_ID_*.WRAP		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Metric name: Wrap Time		Folder: Business Attribute > BA Customer
Description: The total amount of time that resources spent in ACW (Wrap) state for customer interactions that were received of this business attribute.
Source or Calculation: AG2_ID_*.WRAP_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type: Disposition
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Folder: Designer > Session

Metric name: Abandoned in Queue Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that entered the Self-Service phase of the Designer application, requested Assisted-Service, and were subsequently abandoned while waiting in queue.
Source or Calculation: AG2_SDR_SESSION_*.QUEUE_ABANDONED		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
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Metric name: Assisted Service Duration		Folder: Designer > Session
Description: The total amount of time attributed to the Assisted-Service phase of the Designer application.
Source or Calculation: AG2_SDR_SESSION_*.AS_DURATION		Used in: Application Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Assisted Service Duration Introduced: 9.0.013		Folder: Designer > Session
Description: The average amount of time that callers spent in the Assisted-Service phase of the Designer application.
Source or Calculation: Calculated based on the value of the Designer > Assisted Service Duration metric.		Used in: Application Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Self-Service Duration		Folder: Designer > Session
Description: The average amount of time that callers spent in the Self-Service phase of the Designer application.
Source or Calculation: Calculated based on the value of the Designer > Self-Service Duration metric.		Used in: Application Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Session Duration		Folder: Designer > Session
Description: The average amount of time attributed to either the Self-Service phase or the Assisted-Service phase of the Designer application.
Source or Calculation: Calculated based on the value of the Designer > Session Duration metric.		Used in: Application Duration Report
Media type: Data type: Metric type:
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Metric name: Contained In Self-Service Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that entered the Designer application in Self-Service and were concluded without entering Assisted-Service.
Source or Calculation: AG2_SDR_SESSION_*.SS_CONTAINED		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
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Metric name: Entered in Assisted Service Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that entered the Designer application in Assisted-Service during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.AS_ENTERED		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
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Metric name: Entered in Self-Service Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that entered the Designer application in Self-Service during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.SS_ENTERED		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
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Metric name: Routed to Agent Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to an agent during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.AGENT_ROUTED		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
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Metric name: Routed to DN Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that entered the Self-Service phase of the Designer application and were later routed to a DN during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.DN_ROUTED		Used in: Self-Service Statistics Report
Media type: Data type: Metric type:
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Metric name: Self-Service Duration		Folder: Designer > Session
Description: The total amount of time attributed to the Self-Service phase of the Designer application.
Source or Calculation: AG2_SDR_SESSION_*.SS_DURATION		Used in: Application Duration Report
Media type: Data type: Metric type:
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Metric name: Session		Folder: Designer > Session
Description: The total number of times that a caller interacted with the application.
Source or Calculation: AG2_SDR_SESSION_*.SESSIONS		Used in: Application Duration Report Application Summary Report Milestone Summary Report
Media type: Data type: Metric type:
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Metric name: Session Duration		Folder: Designer > Session
Description: The total amount of time attributed to either the Self-Service phase or the Assisted-Service phase of the Designer application.
Source or Calculation:		Used in: Application Duration Report
Media type: Data type: AG2_SDR_SESSION_*.DURATION Metric type:
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Metric name: Transferred to Assisted Service Introduced: 9.0.013		Folder: Designer > Session
Description: The total number of interactions that were transferred from the Self-Service phase of the Assisted-Service phase of the Designer application during the reporting interval.
Source or Calculation: AG2_SDR_SESSION_*.AS_TRANSFERRED		Used in: Assisted Service Interactions by Last Milestone Report
Media type: Data type: Metric type:
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Folder: iWD

Metric name: % Finished		Folder: iWD
Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics.		Used in: Customer Segment Service Level Report Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: % Finished Overdue		Folder: iWD
Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics.		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Accept Time		Folder: iWD
Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Avg Accept Time		Folder: iWD
Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Finish Time		Folder: iWD
Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics.		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Priority Range Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Handle Time		Folder: iWD
Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Intraday Process Dashboard Intraday Process Report Process Volume Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Pre Source System Time		Folder: iWD
Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Avg Source System Time		Folder: iWD
Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics.		Used in: Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Queue Task Duration Report
Media type: Data type: Metric type:
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Metric name: Finish Time		Folder: iWD
Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Finished		Folder: iWD
Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Finished Overdue		Folder: iWD
Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE		Used in: Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Handle Time		Folder: iWD
Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: New		Folder: iWD
Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT		Used in: Capture Point Business Value Report Capture Point Dashboard Capture Point Report Capture Point Task Duration Report Customer Segment Service Level Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report Process Volume Report
Media type: Data type: Metric type:
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Metric name: Pending		Folder: iWD
Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Pending Overdue		Folder: iWD
Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT		Used in: Intraday Backlog Summary Intraday Process Report
Media type: Data type: Metric type:
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Metric name: Pre Source System Time		Folder: iWD
Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Metric name: Source System Time		Folder: iWD
Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME		Used in: This metric is not used in any reports.
Media type: Data type: Metric type:
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Folder: Outbound Contact

Metric name: Accepted		Folder: Outbound Contact
Description: The total number of times attributed to the interval that contact attempts from this campaign returned an answered call result (CALL_RESULT_CODE='ANSWERED').
Source or Calculation: AG2_CAMPAIGN_[*].ANSWERS		Used in: Campaign Summary Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Handle Time		Folder: Outbound Contact
Description: The average amount of time that this agent spent handling interactions that were associated with this campaign. This metric is computed as handle time divided by the sum of accepted interactions and simple consult interactions that the agent received.
Source or Calculation: Calculated based on the following metrics from the Outbound Contact > Agent Contact folder: Handle Time, Accepted, and Consult Received Accepted.		Used in: Agent Outbound Campaign Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Start Date Time Key		Folder: Outbound Contact
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_AGENT_CAMPAIGN hierarchy.
Source or Calculation: AG2_AGENT_CAMPAIGN_[*].DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Folder: Queue

Metric name: % Abandoned Inviting		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of interactions that entered this queue, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agent’s DN, relative to the total number of interactions that entered this queue and were subsequently offered to a resource. Queue Group Attribute: The percentage of interactions that entered queues that belong to this queue group, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agent’s DN, relative to the total number of interactions that entered queues that belong to this queue group and were subsequently offered to a resource. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics.		Used in: Queue Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Abandoned Waiting		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions that both entered this queue and were subsequently abandoned before the interactions could be distributed, relative to the total number of interactions that entered this queue. Queue Group Attribute: The percentage of customer interactions that both entered queues that belong to this queue group and were subsequently abandoned before the interactions could be distributed, relative to the total number of interactions that entered a queue that belongs to this queue group. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics.		Used in: Interaction Traffic Report Predictive Routing Queue Statistics Report Queue Dashboard Queue Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Accept Service Level		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The service level of this queue measured as a percentage of interactions that entered this queue and were accepted within the acceptance threshold, relative to all interactions that entered this queue and were offered to a resource. Queue Group Attribute: percentage of interactions that entered queues that belong to this queue group and were accepted within the acceptance threshold to all interactions that entered queues that belong, relative to this queue group and were offered to a resource. This metric yields results other than 0 only for interactions that were accepted by an agent. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics.		Used in: Interaction Traffic Group Report Interaction Traffic Report Predictive Routing - AHT & QUEUE Predictive Routing Queue Statistics Report Queue Dashboard Queue Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Accepted		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions and warm consultations that entered this queue and were subsequently distributed and accepted, relative to the total number of interactions that entered this queue. Queue Group Attribute:The percentage of customer interactions and warm consultations that entered queues that belong to this queue group and were subsequently distributed and accepted, relative to the total number of interactions that entered queues that belong to this queue group. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics.		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Accepted Agent		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions or warm consultations that entered this queue and were subsequently distributed and accepted by an agent, relative to the total number of interactions that entered this queue and were offered to a resource. Queue Group Attribute:The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently distributed and accepted by an agent, relative to the total number of interactions that entered queues that belong to this queue group and were offered to a resource. This metric relies on the value of the acceptance threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics.		Used in: Interaction Traffic Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Short Abandoned Waiting		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The percentage of customer interactions that entered this queue and were abandoned within a specific threshold, relative to the total number of customer interactions that entered this queue and were abandoned. Queue Group Attribute:The percentage of customer interactions that entered queues that belong to this queue group and were abandoned within a specific threshold, relative to the total number of customer interactions that entered queues that belong to this queue group and were abandoned. The count excludes interactions that were abandoned after distribution. This metric relies on the value of short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics.		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated		Folder: Queue
Description: The percentage of accepted customer interactions that were transferred (warm or blind) by this agent.
Source or Calculation: Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: % Transfer Initiated Agent		Folder: Queue
Description: Of the customer interactions that entered this queue (or queue in this queue group) and were distributed/accepted, the percentage that were transferred (warm or blind) by agents.
Source or Calculation: Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics.		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Abandoned Inviting		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions that were distributed or pulled from this queue were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent. Queue Group Attribute: The total number of times that customer interactions that were distributed or pulled from queues that belong to this queue group were abandoned or dropped for any reason while the interactions were alerting or ringing at an agent.
Source or Calculation: AG2_QUEUE_[*].ABANDONED_INVITE, AG2_QUEUE_GRP_[*].ABANDONED_INVITE		Used in: Queue Outline Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Abandoned Waiting		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions entered this queue and were abandoned or dropped for any reason before the interactions could be distributed. Queue Group Attribute: The total number of times that customer interactions entered queues that belong to this queue group and were abandoned or dropped for any reason before the interactions could be distributed. The count includes short-abandoned interactions and excludes interactions that were abandoned after distribution, such as abandoned-while-inviting interactions.
Source or Calculation: AG2_QUEUE_[*].ABANDONED, AG2_QUEUE_GRP_[*].ABANDONED		Used in: Interaction Traffic Group Report Interaction Traffic Report Queue Outline Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Abandoned Waiting Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions waited in this queue before they were abandoned or dropped for any reason and before the interactions could be distributed. Queue Group Attribute: The total amount of time that customer interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be distributed. The duration starts the moment at which the interaction entered this queue and ends the moment at which the interaction was abandoned or stopped. The measurement includes short-abandoned interactions and excludes interactions that were abandoned after distribution.
Source or Calculation: AG2_QUEUE_[*].ABANDONED_TIME, AG2_QUEUE_GRP_[*].ABANDONED_TIME		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Accept Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions waited in this queue before they were accepted, answered, or pulled by handling resources. Queue Group Attribute: The total amount of time that customer interactions waited in a queue that belong to this queue group before they were accepted, answered, or pulled by handling resources. The duration starts when interactions enter the queue and ends when the interactions are accepted by the target resource—thereby, including alert (ring) time.
Source or Calculation: AG2_QUEUE_[*].ACCEPTED_TIME, AG2_QUEUE_GRP_[*].ACCEPTED_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accept Time Agent		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions waited in this queue before they were accepted, answered, or pulled by agents. Queue Group Attribute: The total amount of time that customer interactions waited in queues that belong to this queue group before they were accepted, answered, or pulled by agents. Duration starts when the interaction enters the queue and ends when the interaction is accepted, answered, or pulled by an agent—thereby, including alert (ring) time.
Source or Calculation: AG2_QUEUE_[*].ACCEPTED_AGENT_TIME, AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions and warm consultations that were distributed from this queue, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert). Queue Group Attribute: The total number of times that customer interactions and warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or nonagent-associated DN.
Source or Calculation: AG2_QUEUE_[*].ACCEPTED, AG2_QUEUE_GRP_[*].ACCEPTED		Used in: Interaction Traffic Group Report Interaction Traffic Report Predictive Routing - AHT & QUEUE Predictive Routing Queue Statistics Report Queue Dashboard Queue Outline Report Queue Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Agent		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or warm consultations that were distributed from this queue, were accepted, answered, or pulled by an agent. Queue Group Attribute: The total number of times that customer interactions or warm consultations that were distributed from queues that belong to this queue group, were accepted, answered, or pulled by an agent.
Source or Calculation: AG2_QUEUE_[*].ACCEPTED_AGENT, AG2_QUEUE_GRP_[*].ACCEPTED_AGENT		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted in Threshold		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or established warm consultations that were distributed from this queue were accepted, answered, or pulled by a handling resource within the acceptance threshold. Queue Group Attribute: The total number of times that customer interactions or established warm consultations that were distributed from queues that belong to this queue group were accepted, answered, or pulled by a handling resource within the acceptance threshold. This metric relies on the value of the acceptance threshold configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: AG2_QUEUE_[*].ACCEPTED_THR, AG2_QUEUE_GRP_[*].ACCEPTED_THR		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted Others		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of interactions that entered this queue and were subsequently distributed and accepted, answered, or pulled by a resource other than an agent, place DN, or extension DN. Queue Group Attribute: The total number of interactions that entered queues that belong to this queue group and were subsequently distributed and accepted, answered, or pulled by a resource other than an agent, place DN, or extension DN. This metric is calculated as the difference between the total number of interactions that were accepted, answered, or pulled and the total number of interactions that were accepted, answered, or pulled by an agent resource.
Source or Calculation: Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics.		Used in: Queue Outline Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: ASA		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time, in seconds, that customers waited before their interactions—distributed from this queue—were accepted by a handling resource. Queue Group Attribute: The average amount of time, in seconds, that customers waited before their interactions—distributed from queues that belong to the queue group—were accepted by a handling resource. This metric is identical to Queue\Avg Accept Time.
Source or Calculation: Calculated based on the Queue > Accept Time and Queue > Accepted metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: ASA (Fmt)		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time, in HH:MM:SS, that customers waited before their interactions—distributed from this queue—were accepted by a handling resource. Queue Group Attribute: The average amount of time, in HH:MM:SS, that customers waited before their interactions—distributed from queues that belong to the queue group—were accepted by a handling resource. This metric is identical to Queue\Avg Accept Time.
Source or Calculation: Calculated based on the Queue > Accept Time and Queue > Accepted metrics.		Used in: Queue Dashboard Queue Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Abandoned Waiting Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customer interactions spent at this queue before they were abandoned or dropped for any reason. Queue Group Attribute: The average amount of time that customer interactions spent at queues that belong to this queue group before they were abandoned or dropped for any reason. This average includes the duration and count of short-abandoned interactions.
Source or Calculation: Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics.		Used in: Interaction Traffic Group Report Interaction Traffic Report Queue Dashboard Queue Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Avg Accept Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customers waited before their interactions—distributed from this queue—were accepted by a handling resource. Queue Group Attribute: The average amount of time that customers waited before their interactions—distributed from queues that belong to the queue group—were accepted by a handling resource. This metric is identical to the Queue > ASA metric.
Source or Calculation: Calculated based on the Queue > Accept Time and Queue > Accepted metrics.		Used in: Interaction Traffic Group Report Interaction Traffic Report Predictive Routing - AHT & QUEUE Predictive Routing Queue Statistics Report Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Accept Time Agent		Folder: Queue
Description: The average amount of time that customer interactions waited in this queue or queue group before they were accepted by agents. This duration includes alert (ring) time.
Source or Calculation: Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics.		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents were engaged in collaborations or consultations that were distributed from this queue, where the agents were the recipients of the collaboration/consultation requests. Queue Group Attribute: The average amount of time that agents were engaged in collaborations or consultations that were distributed from queues that belong to this queue group, where the agents were the recipients of the collaboration/consultation requests.
Source or Calculation: Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics.		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Warm Time		Folder: Queue
Description: The average amount of time that this agent was engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were distributed or pulled from this queue and associated with customer interactions. This metric is attributed to the interval in which the consult interaction is offered to the receiving agent. This metric excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.
Source or Calculation: Calculated based on the Queue > Consult Received Warm Time and Queue > Consult Received Accepted Warm metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Warm Wrap Time		Folder: Queue
Description: The average amount of time that this agent spent in ACW state following consultations that the agent requested and received, where the consultations were distributed from this queue and associated with customer interactions that were transferred to or conferenced with the agent. This metric includes: ACW durations that were associated with conferences where the customer leaves the interaction Internal interactions that were transferred to the agent
Source or Calculation: Calculated based on the Queue > Consult Received Warm Wrap Time and Queue > Consult Received Accepted Warm Wrap metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Consult Received Wrap Time		Folder: Queue
Description: The average amount of time that this agent spent in ACW state following simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls. This duration does not stop if the agents received or made calls while in ACW state. This metric is attributed to the interval in which this agent was offered the consult interaction for which ACW was invoked.
Source or Calculation: Calculated based on the Queue > Consult Received Wrap Time and Queue > Consult Received Wrap metrics.		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Engage Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: For customer interactions that were distributed or pulled from this queue, the average amount of time that agents were engaged with customers. Queue Group Attribute: For customer interactions that were distributed or pulled from queues that belong to this queue group, the average amount of time that agents were engaged with customers.
Source or Calculation: Calculated based on the Queue > Engage Time and Queue > Accepted Agent metrics.		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Handle Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents spent handling customer interactions or warm consultations that were distributed or pulled from this queue. Queue Group Attribute: The average amount of time that agents spent handling customer interactions or warm consultations that were distributed or pulled from queues that belong to this queue group. This metric is calculated as the sum of agent-accepted interactions and simple consult interactions that agents received, and is attributed to the interval in which interactions entered the queue.
Source or Calculation: Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics.		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Avg Hold Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents had customers on hold for interactions that were distributed from this queue. Queue Group Attribute: The average amount of time that agents had customers on hold for interactions that were distributed from queues that belong to this queue group. This metric is attributed to the interval in which interactions entered the queue which can differ from the interval that interactions were placed on hold.
Source or Calculation: Calculated based on the Queue > Hold Time and Queue > Hold metrics.		Used in: Queue Dashboard Queue Report Queue Summary Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Invite Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that customer interactions—distributed from this queue—alerted or rang at an agent before being accepted plus the average duration of dialing that agents performed, where the calls were successfully established. Queue Group Attribute: The average amount of time that customer interactions—distributed from queues that belong to this queue group—alerted or rang at an agent before being accepted plus the average duration of dialing that agents performed, where the calls were successfully established. The dialing component of this metric applies to voice media only.
Source or Calculation: Calculated based on the Queue > Invite Time and Queue > Invite metrics.		Used in: Queue Dashboard Queue Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Avg Wrap Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The average amount of time that agents spent performing after-call work for customer interactions that were distributed from this queue. Queue Group Attribute: The average amount of time that agents spent performing after-call work for customer interactions that were distributed from queues that belong to this queue group.
Source or Calculation: Calculated based on the Queue > Wrap Time and Queue > Wrap metrics.		Used in: Queue Dashboard Queue Report Queue Summary Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Conference Initiated Agent		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents initiated conferences for customer interactions that the agents received where the interactions were distributed or pulled from this queue and the conferences were established. Queue Group Attribute: The total number of times that agents initiated conferences for customer interactions that the agent received where the interactions were distributed or pulled from queues that belong to this queue group and the conferences were established. The count includes the number of established conferences that were initiated for transferred interactions that agents received.
Source or Calculation: AG2_QUEUE_[*].CONFERENCE_INIT_AGENT, AG2_QUEUE_GRP_[*].CONFERENCE_INIT_AGENT		Used in: This metric is not used in any reports.
Media type: All (except email) Data type: Number Metric type: Disposition
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Metric name: Consult Received Accepted		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents received collaborations or simple consultations that were distributed or pulled from this queue and associated with customer interactions. Queue Group Attribute: The total number of times that agents received collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ACCEPTED		Used in: Queue Outline Report Queue Summary Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Accepted Warm		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from this queue, associated with customer interactions, and transferred to or conferenced with the agents. Queue Group Attribute: The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from queues that belong to this queue group, associated with customer interactions, and transferred to or conferenced with the agents.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_ACC_WARM, AG2_QUEUE_GRP_[*].CONSULT_RCV_ACC_WARM		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Engage Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents were engaged in collaborations or simple consultations that were distributed or pulled from this queue where the collaborations/consultations were associated with customer interactions and the agents were the recipients of the collaboration/consultations requests. Queue Group Attribute: The total amount of time that agents were engaged in collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group where the agents were the recipients of the collaboration/consultation requests and the collaborations/consultations were associated with customer interactions.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Engage Warm Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents were engaged in consultations that were distributed or pulled from this queue and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with agents. Queue Group Attribute: The total amount of time that agents were engaged in consultations that were distributed or pulled from queues that belong to this queue group and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Hold		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consultations that agents had on hold where the interactions were distributed or pulled from this queue and associated with customer interactions and the agents were the recipients of the consultation requests. Queue Group Attribute: The total number of simple consultations that agents had on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Hold Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount time that agents had simple consultations on hold where the consultations were distributed or pulled from this queue and associated with customer interactions and the agents were the recipients of the consultation requests. Queue Group Attribute: The total amount time that agents had simple consult interactions on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consult interactions that were distributed from this queue that alerted or rang at agent resources before the agents accepted the interactions. Queue Group Attribute: The total number of simple consult interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted the interactions, where the calls were established successfully.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_INVITE, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_INVITE		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that simple consult interactions that were distributed from this queue alerted or rang at agents. Queue Group Attribute: The total amount of time that simple consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. Consultations do not have to be established for this metric to be incremented.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_INVITE_TIME, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite Warm		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of warm consultations that were distributed from this queue that rang at agent resources before the agents accepted the calls. Queue Group Attribute: The total number of warm consultations that were distributed from queues that belong to this queue group that rang at agent resources before the agents accepted the calls.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_INVITE, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_INVITE		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Invite Warm Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that warm consult interactions distributed from this queue alerted or rang at agents. Queue Group Attribute: The total amount of time that warm consult interactions, distributed from queues that belong to this queue group, alerted or rang at agents. By definition, warm interactions must be established for this metric to be incremented.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_INVITE_TIME, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute:The total amount of time that agents were engaged as recipients in collaborations or simple consultations that were distributed or pulled from this queue. Queue Group Attribute: The total amount of time that agents were engaged as recipients in collaborations or simple consultations that were distributed or pulled from queues that belong to this queue group. This metric includes hold duration that is associated with the collaboration/consultation.
Source or Calculation: Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME		Used in: Queue Summary Report
Media type: All (except Chat) Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Hold		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of consultations distributed from this queue that agents had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents. Queue Group Attribute: The total number of consultations distributed from queues that belong to this queue group that agents had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Hold Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute:The total amount of time that agents had consultations on hold where the interactions were distributed or pulled from this queue and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents. Queue Group Attribute: The total amount of time that agents had consultations on hold where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute:The total amount of time that agents were engaged as recipients in collaborations or consultations, including any related hold durations, where the collaborations/consultations were distributed or pulled from this queue and directly associated with customer interactions. Queue Group Attribute: The total amount of time that agents were engaged as recipients in collaborations or consultations, including any related hold durations, where the collaborations/consultations were distributed or pulled from queues that belong to this queue group and the collaborations/consultations were directly associated with customer interactions. This metric is attributed to the interval in which interactions entered the queue. Time begins when the collaboration or consultation is accepted by the receiving agent and ends when the customer interaction is transferred to or conferenced with the agent. This metric excludes alert (ring) and ACW durations associated with the collaborations/consultations.
Source or Calculation: Calculated as AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, or as AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME + AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Wrap		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of consultations that agents received for which agents entered ACW state where the consultations were distributed from this queue and were associated with customer interactions, and the interactions were transferred to or conferenced with the agents. Queue Group Attribute: The total number of consultations that agents received for which agents entered ACW state where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions, and the interactions were transferred to or conferenced with the agents. In common call-flow scenarios, this metric yields a value of zero.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_WRAP, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Warm Wrap Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents spent in ACW (Wrap) state following consultations that the agents requested and received, where the consultations were distributed from this queue and associated with customer interactions, and the interactions were transferred to or conferenced with the agents. Queue Group Attribute: The total amount of time that agents spent in ACW state following consultations that the agents requested and received, where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions, and the interactions were transferred to or conferenced with the agents. This metric includes: ACW durations that were associated with conferences, where the customer leaves the interactions. Internal interactions that were transferred to the agents. In common call-flow scenarios, this metric yields a value of zero.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RCV_WARM_WRAP_TIME, AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Wrap		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of simple consultations for which agents entered ACW state where the consultations were distributed or pulled from this queue and associated with customer interactions and the agents were the recipients of the consultation requests. Queue Group Attribute: The total number of collaborations or simple consultations for which agents entered ACW state where the interactions were distributed or pulled from queues that belong to this queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_WRAP, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Consult Received Wrap Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents were in ACW (Wrap) state after simple consultations that the agents accepted, where the consultations were distributed from this queue and were associated with customer interactions. Queue Group Attribute: The total amount of time that agents were in ACW state, after simple consultations that the agents accepted, where the consultations were distributed from queues that belong to this queue group and were associated with customer interactions.
Source or Calculation: AG2_QUEUE_[*].CONSULT_RECEIVED_WRAP_TIME, AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_WRAP_TIME		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Engage Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: For customer interactions that were distributed or pulled from this queue, the total amount of time that agents were engaged with customers. Queue Group Attribute: For customer interactions that were distributed or pulled from queues that belong to this queue group, the total amount of time that agents were engaged with customers. This metric excludes other interaction-related durations, such as hold time, ACW (Wrap) time, alert (ring) time and the time that is associated with consultations and collaborations that the agent received.
Source or Calculation: AG2_QUEUE_[*].ENGAGE_TIME, AG2_QUEUE_GRP_[*].ENGAGE_TIME		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Entered		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions or established warm consultations entered this queue. Queue Group Attribute: The total number of times that customer interactions or established warm consultations entered queues that belong to this queue group. If the same interaction enters this queue more than once, this metric counts each entrance separately.
Source or Calculation: AG2_QUEUE_[*].ENTERED, AG2_QUEUE_GRP_[*].ENTERED		Used in: Queue Dashboard Queue Outline Report Queue Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Handle Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents spent handling customer interactions or warm consultations that were distributed or pulled from this queue. Queue Group Attribute: The total amount of time that agents spent handling customer interactions or warm consultations interactions that were distributed or pulled from queues that belong to this queue group. Handle time is measured as the sum of engagement time (for example, talk time), hold time, ACW (Wrap) time, all consult time for interactions that agents receive, and all ACW time for consultations that agents receive. Some of these components return nonzero values for some media types.
Source or Calculation: Calculated based on the following metrics from the Queue folder: Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap metrics. Time Queue		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Hold		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents had customer interactions, distributed from this queue, on hold. Queue Group Attribute: The total number of times that agents had customer interactions, distributed from queues that belong to this queue group, on hold. This count attributes only one hold instance per distribution per agent, even if the same interaction was placed on hold more than once by the agent.
Source or Calculation: AG2_QUEUE_[*].HOLD, AG2_QUEUE_GRP_[*].HOLD		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Hold Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents had customer interactions that were distributed from this queue on hold. Queue Group Attribute: The total amount of time that agents had customer interactions that were distributed from queues that belong to this queue group on hold. This time starts when the interaction is placed on hold and ends when it is retrieved, dropped, transferred, or completed.
Source or Calculation: AG2_QUEUE_[*].HOLD_TIME, AG2_QUEUE_GRP_[*].HOLD_TIME		Used in: Queue Summary Report
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Invite		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of customer interactions that were distributed from this queue that alerted or rang at agent resources before the agents accepted the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed or pulled from this queue. Queue Group Attribute: The total number of customer interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources before the agents accepted the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed from queues that belong to this queue group.
Source or Calculation: AG2_QUEUE_[*].INVITE, AG2_QUEUE_GRP_[*].INVITE		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Invite Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that customer interactions distributed from this queue alerted or rang at agents plus the total duration of the dialing that agents performed. Queue Group Attribute: The total amount of time that customer interactions, distributed from queues that belong to this queue group, alerted or rang at agents plus the total duration of the dialing that agents performed. For the alerting component of this metric, interactions do not have to be established for this metric to be incremented. For the dialing component, dial duration is measured for established calls only.
Source or Calculation: AG2_QUEUE_[*].INVITE_TIME, AG2_QUEUE_GRP_[*].INVITE_TIME		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type: Disposition
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Metric name: Max Abandoned Waiting Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time (in seconds) that customers waited at this queue before abandoning the interactions and before the interactions could be distributed. Queue Group Attribute: The total amount of time (in seconds) that customers waited at queues that belong to this queue group before abandoning the interactions and before the interactions could be distributed.
Source or Calculation: AG2_QUEUE_[*].ABANDONED_TIME_MAX, AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX		Used in: Interaction Traffic Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Max Abandoned Waiting Time (Fmt)		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time (HH:MM:SS) that customers waited at this queue before abandoning the interactions and before the interactions could be distributed. Queue Group Attribute: The total amount of time (HH:MM:SS) that customers waited at queues that belong to this queue group before abandoning the interactions and before the interactions could be distributed.
Source or Calculation: AG2_QUEUE_[*].ABANDONED_TIME_MAX, AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX		Used in: Interaction Traffic Report Queue Dashboard Queue Report Queue Summary Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Short Abandoned Waiting		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that customer interactions entered this queue and were abandoned within the short-abandoned threshold. Queue Group Attribute: The total number of times that customer interactions entered queues that belong to this queue group and were abandoned within the short-abandoned threshold. The count excludes interactions that were abandoned after distribution. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section. For example, if the short-abandoned threshold value is configured to 10 seconds, and the interaction is abandoned in less than ten seconds, it is counted, while interactions that last more than ten seconds are not counted.
Source or Calculation: AG2_QUEUE_[*].ABANDONED_SHORT, AG2_QUEUE_GRP_[*].ABANDONED_SHORT		Used in: Interaction Traffic Group Report Queue Dashboard Queue Outline Report Queue Report
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Standard Abandoned Waiting Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that is associated with interactions that entered this queue and were abandoned or dropped for any reason before the interactions could be distributed. Queue Group Attribute: The total amount of time that is associated with interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason before the interactions could be distributed. This time excludes the duration of customer interactions that were abandoned within the short-abandoned threshold as well as abandoned-while-alerting interactions. This metric relies on the value of the short-abandoned threshold as configured in the [agg-gim-thld-QUEUE-IXN] section.
Source or Calculation: AG2_QUEUE_[*].ABANDONED_STANDARD_TIME, AG2_QUEUE_GRP_[*].ABANDONED_STANDARD_TIME		Used in: This metric is not used in any reports.
Media type: Voice, Chat, Open (sync) Data type: Number Metric type: Disposition
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Metric name: Start Date Time Key		Folder: Queue
Description: This metric is reserved for internal use to employ a key for a particular date and time from the AG2_QUEUE or AG2_QUEUE_GRP hierarchies.
Source or Calculation: AG2_QUEUE_[*].DATE_TIME_KEY, AG2_QUEUE_GRP_[*].DATE_TIME_KEY		Used in: This metric is not used in any reports.
Media type: All Data type: Number Metric type:
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Metric name: Transfer Initiated Agent		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents transferred customer interactions that were distributed or pulled from this queue. Queue Group Attribute: The total number of times that agents transferred customer interactions that were distributed or pulled from queues that belong to this queue group. Both warm and blind transfers are reflected in this metric.
Source or Calculation: AG2_QUEUE_[*].TRANSFER_INIT_AGENT, AG2_QUEUE_GRP_[*].TRANSFER_INIT_AGENT		Used in: Queue Summary Report
Media type: All Data type: Number Metric type: Disposition
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Metric name: Wrap		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total number of times that agents entered or were in ACW (Wrap) state upon handling customer interactions that were distributed from this queue. Queue Group Attribute: The total number of times that agents entered or were in ACW state upon handling customer interactions that were distributed from queues that belong to this queue group.
Source or Calculation: AG2_QUEUE_[*].WRAP, AG2_QUEUE_GRP_[*].WRAP		Used in: This metric is not used in any reports.
Media type: Voice Data type: Number Metric type: Disposition
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Metric name: Wrap Time		Folder: Queue
Description: The description of this metric depends on attributes or filters in the report query: Queue Attribute: The total amount of time that agents spent performing after-call work for customer interactions that were distributed from this queue. Queue Group Attribute: The total amount of time that agents spent performing after-call work for customer interactions that were distributed from queues that belong to this queue group.
Source or Calculation: AG2_QUEUE_[*].WRAP_TIME, AG2_QUEUE_GRP_[*].WRAP_TIME		Used in: Queue Summary Report
Media type: Voice Data type: Number Metric type: Disposition
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usedIn Tests

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Attributes' usedIn

• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Active, usedIn: Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Active Reason, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Active State, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Additional Info, usedIn: Interaction Handling Attempt Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Agent Group, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Agent Group, usedIn: Agent Task Dashboard • Async Chat Dashboard • Agent Group Business Attribute Report • Agent Group Interaction Handling Report • Agent Group Queue Business Attribute Report • Chat Agent Stats • Chat Engagement Report • Task Routing Agent Group Activity • Task Routing Agent Group Summary Activity)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Agent Name, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Agent Name, usedIn: Agent Performance Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Activity • Agent Conduct Report • Agent Interaction Hierarchy Report • Agent Interaction State • Agent Interval Based Report • Agent Login-Logout Details Report • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Omnichannel Report • Agent Outbound Campaign Report • Agent Queue Report • Agent Report • Agent Social Engagement Report • Agent State Details Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Agent Summary Activity Report (Interaction) • Agent Utilization Report • Agent Wrap Report • Chat Engagement Report • Co-browse Summary Report • Interaction Handling Attempt Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Predictive Routing Agent Occupancy Report (Interaction Time) • Survey Answer Report • Task Routing Agent Activity • Task Routing Agent Group Activity • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Agent Resource Key)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Agent Resource Key, usedIn: Co-browse Summary Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Date Added, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Date Removed, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: End Timestamp)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: End Timestamp)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: End Timestamp, usedIn: Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: End TS)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Group Combination Key, usedIn: Agent Group • Agent Group (Target) • Agent Login-Logout Details Report • Agent State Details Report • Interaction Handling Attempt Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Group Combination Sess Key)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Group Key)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Group Key)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Interaction Type)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Reason Code, usedIn: Agent Not Ready Reason Code Report • Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Reason Key)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Reason Timestamp, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Reason Type Code)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Reason Value)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Resource State Reason Key, usedIn: Agent Not Ready Reason Code Report • Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Session Key, usedIn: Agent Details Activity Report • Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Start Date Time Key)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Start Timestamp)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Start Timestamp, usedIn: Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: Start Timestamp, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: State)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: State, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0DRAFT (attr: State Name, usedIn: Agent Details Activity Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Active, usedIn: Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Active Reason, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Active State, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Additional Info, usedIn: Interaction Handling Attempt Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Agent Group, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Agent Group, usedIn: Agent Task Dashboard • Async Chat Dashboard • Agent Group Business Attribute Report • Agent Group Interaction Handling Report • Agent Group Queue Business Attribute Report • Chat Agent Stats • Chat Engagement Report • Task Routing Agent Group Activity • Task Routing Agent Group Summary Activity)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Agent Name, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Agent Name, usedIn: Agent Performance Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Activity • Agent Conduct Report • Agent Interaction Hierarchy Report • Agent Interaction State • Agent Interval Based Report • Agent Login-Logout Details Report • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Omnichannel Report • Agent Outbound Campaign Report • Agent Queue Report • Agent Report • Agent Social Engagement Report • Agent State Details Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Agent Summary Activity Report (Interaction) • Agent Utilization Report • Agent Wrap Report • Chat Engagement Report • Co-browse Summary Report • Interaction Handling Attempt Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Predictive Routing Agent Occupancy Report (Interaction Time) • Survey Answer Report • Task Routing Agent Activity • Task Routing Agent Group Activity • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Agent Resource Key)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Agent Resource Key, usedIn: Co-browse Summary Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Date Added, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Date Removed, usedIn: Agent Group Membership Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: End Timestamp)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: End Timestamp)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: End Timestamp, usedIn: Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: End TS)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Group Combination Key, usedIn: Agent Group • Agent Group (Target) • Agent Login-Logout Details Report • Agent State Details Report • Interaction Handling Attempt Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Group Combination Sess Key)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Group Key)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Group Key)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Interaction Type)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Reason Code, usedIn: Agent Not Ready Reason Code Report • Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Reason Key)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Reason Timestamp, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Reason Type Code)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Reason Value)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Resource State Reason Key, usedIn: Agent Not Ready Reason Code Report • Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Session Key, usedIn: Agent Details Activity Report • Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Start Date Time Key)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Start Timestamp)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Start Timestamp, usedIn: Agent Login-Logout Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: Start Timestamp, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: State)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: State, usedIn: Agent State Details Report)
• Documentation:GCXI:Library:AgentAttributes:9.0PGSource (attr: State Name, usedIn: Agent Details Activity Report)
• Documentation:GCXI:Library:BillingDataAttributes:9.0DRAFT (attr: Business Unit, usedIn: IVR Usage Report • Inbound Voice Report)
• Documentation:GCXI:Library:BillingDataAttributes:9.0DRAFT (attr: Metric)
• Documentation:GCXI:Library:BillingDataAttributes:9.0DRAFT (attr: Region, usedIn: IVR Usage Report • Inbound Voice Report)
• Documentation:GCXI:Library:BillingDataAttributes:9.0PGSource (attr: Business Unit, usedIn: IVR Usage Report • Inbound Voice Report)
• Documentation:GCXI:Library:BillingDataAttributes:9.0PGSource (attr: Metric)
• Documentation:GCXI:Library:BillingDataAttributes:9.0PGSource (attr: Region, usedIn: IVR Usage Report • Inbound Voice Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Business Result, usedIn: Agent Activity • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Business Metrics Executive Report • Contact Center Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Task Routing Detail Report • Task Volume Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Customer Segment, usedIn: Agent Activity • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Business Metrics Executive Report • Contact Center Report • Customer Perspective Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Task Routing Detail Report • Task Volume Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Interaction Key, usedIn: Interaction Flow Report • Interaction Handling Attempt Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Interaction Subtype, usedIn: Contact Center Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Interaction Type, usedIn: Contact Center Dashboard • Abandoned Delay Report • Agent Activity • Agent Detail Activity Report • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Agent Interaction Hierarchy Report • Agent Interval Based Report • Agent Not Ready Report • Agent Outbound Campaign Report • Agent Queue Report • Agent Report • Agent Summary Activity Report (interaction) • Agent Utilization Email Report • Agent Utilization Report • Agent Wrap Report • Contact Center Report • Interaction Flow Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Queue Outline Report • Queue Report • Queue Summary Report • Speed of Accept (hours) Report • Speed of Accept (seconds) Report • Task Routing Agent Activity • Task Volume Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Service Subtype, usedIn: Contact Center Report • Interaction Handling Attempt Report • Predictive Routing Detail Report • Task Volume Report • Transfer Detail Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0DRAFT (attr: Service Type, usedIn: Agent Activity • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Business Metrics Executive Report • Contact Center Report • Customer Perspective Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Task Routing Agent Activity • Task Volume Report • Transfer Detail Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Business Result, usedIn: Agent Activity • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Business Metrics Executive Report • Contact Center Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Task Routing Detail Report • Task Volume Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Customer Segment, usedIn: Agent Activity • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Business Metrics Executive Report • Contact Center Report • Customer Perspective Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Task Routing Detail Report • Task Volume Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Interaction Key, usedIn: Interaction Flow Report • Interaction Handling Attempt Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Interaction Subtype, usedIn: Contact Center Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Interaction Type, usedIn: Contact Center Dashboard • Abandoned Delay Report • Agent Activity • Agent Detail Activity Report • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Agent Interaction Hierarchy Report • Agent Interval Based Report • Agent Not Ready Report • Agent Outbound Campaign Report • Agent Queue Report • Agent Report • Agent Summary Activity Report (interaction) • Agent Utilization Email Report • Agent Utilization Report • Agent Wrap Report • Contact Center Report • Interaction Flow Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Queue Outline Report • Queue Report • Queue Summary Report • Speed of Accept (hours) Report • Speed of Accept (seconds) Report • Task Routing Agent Activity • Task Volume Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Service Subtype, usedIn: Contact Center Report • Interaction Handling Attempt Report • Predictive Routing Detail Report • Task Volume Report • Transfer Detail Report)
• Documentation:GCXI:Library:Business AttributeAttributes:9.0PGSource (attr: Service Type, usedIn: Agent Activity • Agent Group Business Attribute Report • Agent Group Queue Business Attribute Report • Business Metrics Executive Report • Contact Center Report • Customer Perspective Report • Interaction Handling Attempt Report • Interaction Volume Business Attribute Email Report • Interaction Volume Business Attribute Report • Predictive Routing Detail Report • Task Routing Agent Activity • Task Volume Report • Transfer Detail Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Dim 1 Key)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Dim 2 Key)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Dim 3 Key)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Dim 4 Key, usedIn: Callback Details Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Direction, usedIn: Callback Summary Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Offer Type, usedIn: Callback Summary Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Callback Type, usedIn: Callback Summary Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Channel, usedIn: Callback Summary Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Customer Phone Number, usedIn: Callback Details Report)
• Documentation:GCXI:Library:CallbackAttributes:9.0DRAFT (attr: Desired Time)

More...

"Percent Ready Time" Metrics' usedIn

• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Percent Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Email) • Agent Utilization • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Percent Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Email) • Agent Utilization • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)

"% Ready Time" Metrics' usedIn

• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Not Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Agent Wrap Report • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Omni Not Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Omni Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Percent Not Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Percent Omni Not Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Percent Omni Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0DRAFT (metric: Percent Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Email) • Agent Utilization • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Not Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Agent Wrap Report • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Omni Not Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Omni Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Percent Not Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Not Ready Reason Code Report • Agent Not Ready Report • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Active) • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Percent Omni Not Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Percent Omni Ready Time, usedIn: Agent Omnichannel Activity Report)
• Documentation:GCXI:Library:AgentMetrics:9.0PGSource (metric: Percent Ready Time, usedIn: Agent Task Dashboard • Predictive Routing Agent Occupancy • Supervisor Dashboard • Agent Summarized State • Agent Summary Activity Email Report • Agent Summary Activity Report (Email) • Agent Utilization • Predictive Routing Agent Occupancy Report (Interaction Time) • Task Routing Agent Group Summary Activity • Task Routing Agent Summary Activity)

Folder: Business Attribute

Attribute name: Business Result	Folder: Business Attribute
Description: Enables data to be organized based on the configured business result. Displayed as Source Business Result in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.BUSINESS_RESULT
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Customer Segment	Folder: Business Attribute
Description: Enables data to be organized based on the configured customer segment. Displays as Source Customer Segment in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Interaction Key	Folder: Business Attribute
Description: Enables data to be organized based on the surrogate key that provides a join to Info Mart tables.
Database table: AG2_AGENT_CAMPAIGN_*.INTERACTION_TYPE_KEY, AG2_AGENT_GRP_*.INTERACTION_TYPE_KEY, AG2_AGENT_*.INTERACTION_TYPE_KEY, AG2_AGENT_QUEUE_*.INTERACTION_TYPE_KEY, AG2_ID_*.INTERACTION_TYPE_KEY, AG2_I_AGENT_*.INTERACTION_TYPE_KEY, AG2_QUEUE_ABN_*.INTERACTION_TYPE_KEY, AG2_QUEUE_ACC_*.INTERACTION_TYPE_KEY, AG2_QUEUE_*.INTERACTION_TYPE_KEY, IF_IRF_GPM_FACT_GI2.INTERACTION_TYPE_KEY, INTERACTION_RESOURCE_FACT_GI2.INTERACTION_TYPE_KEY, INTERACTION_RES_FACT_TRNSFR.INTERACTION_TYPE_KEY, INTERACTION_TYPE_GI2.INTERACTION_TYPE_KEY
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Interaction Subtype	Folder: Business Attribute
Description: This Attribute enables data to be organized by the interaction’s subtype; for example, InboundNew or Outbound Notification.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE_SUBTYPE
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Interaction Type	Folder: Business Attribute
Description: Enables data to be organized by the interaction’s type—for example, Inbound, Outbound, and Internal.
Database table: INTERACTION_TYPE_GI2.INTERACTION_TYPE
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Media Type	Folder: Business Attribute
Description: Enables data to be organized by the media type of the interaction; for example, Voice, Email, and Chat.
Database table: MEDIA_TYPE.MEDIA_NAME, MEDIA_TYPE.MEDIA_TYPE_KEY, MEDIA_TYPE. MEDIA_NAME, MEDIA_TYPE, MEDIA_NAME_CODE	Form(s): Media Type, Media Name Code
Forms in this attribute:
Form: Media Name Code Table.Column: Data type: Text	Description: Enables data to be organized by the Media Name Code associated with the interaction. One of NONE, VOICE, EMAIL, CHAT.
Form: Media Type Table.Column: Data type: Text	Description: Enables data to be organized by the media type associated with the interaction. For example, VOICE, EMAIL, or CHAT.
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Service Subtype	Folder: Business Attribute
Description: Enables data to be organized by the detailed type of service that the customer requested. Displays as Source Service Subtype in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE
[[{{{page}}}#AttrList|>> Back to list]]

Attribute name: Service Type	Folder: Business Attribute
Description: Enables data to be organized by the type of service that was assigned to the interaction. Displays as Source Service Type in some reports.
Database table: INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE
[[{{{page}}}#AttrList|>> Back to list]]

displaysInFolder is not null

folder	metric	displaysInFolder
Agent	Start Date Time Key	Agent > Activity • Agent > State and Reason > Summarized State
Agent	Start Date Time Key	Agent > Activity • Agent > State and Reason > Summarized State
Agent > Activity	Accepted	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact • Designer > Survey
Agent > Activity	Accepted	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact • Designer > Survey
Agent > Activity	Avg Engage Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Engage Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Handle Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Handle Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Hold Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Hold Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Wrap Time	Outbound Contact > Agent Contact
Agent > Activity	Avg Wrap Time	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Accepted	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Consult Received Accepted	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Consult Received Hold	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Hold	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Consult Received Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Hold	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Hold	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Time	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Time	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Wrap	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Wrap	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Wrap Time	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Warm Wrap Time	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Wrap	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Wrap	Outbound Contact > Agent Contact
Agent > Activity	Consult Received Wrap Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Consult Received Wrap Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Engage	Agent > Activity > Queue
Agent > Activity	Engage	Agent > Activity > Queue
Agent > Activity	Engage Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Engage Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Handle Time	Outbound Contact > Agent Contact
Agent > Activity	Handle Time	Outbound Contact > Agent Contact
Agent > Activity	Hold	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Hold	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Hold Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Hold Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Invite	Outbound Contact > Agent Contact
Agent > Activity	Invite	Outbound Contact > Agent Contact
Agent > Activity	Invite Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Invite Time	Agent > State and Reason > Interaction State • Outbound Contact > Agent Contact
Agent > Activity	Offered	Agent > State and Reason > Interaction State • Designer > Survey • Outbound Contact > Agent Contact
Agent > Activity	Offered	Agent > State and Reason > Interaction State • Designer > Survey • Outbound Contact > Agent Contact
Agent > Activity	Revenue	Outbound Contact > Agent Contact
Agent > Activity	Revenue	Outbound Contact > Agent Contact
Agent > Activity	Satisfaction	Outbound Contact > Agent Contact
Agent > Activity	Satisfaction	Outbound Contact > Agent Contact
Agent > Activity	Short	Outbound Contact > Agent Contact
Agent > Activity	Short	Outbound Contact > Agent Contact
Agent > Activity	Transfer Initiated Agent	Outbound Contact > Agent Contact
Agent > Activity	Transfer Initiated Agent	Outbound Contact > Agent Contact
Agent > Activity	Wrap	Outbound Contact > Agent Contact
Agent > Activity	Wrap	Outbound Contact > Agent Contact
Agent > Activity	Wrap Time	Outbound Contact > Agent Contact
Agent > Activity	Wrap Time	Outbound Contact > Agent Contact
Business Attribute > BA Customer	Abandoned Waiting	Outbound Contact > Contact Attempt
Business Attribute > BA Customer	Abandoned Waiting	Outbound Contact > Contact Attempt
Designer > Session	Session	Designer > Session Milestone
Designer > Session	Session	Designer > Session Milestone
iWD	Accept Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Accept Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Accept Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Accept Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Finish Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Finish Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Handle Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Handle Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Pre Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Pre Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Avg Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Finish Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Finish Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Finished	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Finished	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Finished Overdue	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Finished Overdue	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Handle Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Handle Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	New	iWD > Capture • iWD > Classification • iWD > Queue
iWD	New	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Pending	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Pending	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Pending Overdue	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Pending Overdue	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Percent Finished	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Percent Finished	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Percent Finished Overdue	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Percent Finished Overdue	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Pre Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Pre Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
iWD	Source System Time	iWD > Capture • iWD > Classification • iWD > Queue
Outbound Contact	Accepted	Outbound Contact > Contact Attempt
Outbound Contact	Accepted	Outbound Contact > Contact Attempt
Outbound Contact	Start Date Time Key	Outbound Contact > Agent Contact • Outbound Contact > Contact Attempt
Outbound Contact	Start Date Time Key	Outbound Contact > Agent Contact • Outbound Contact > Contact Attempt

More...

usedIn for Agent > Activity > Accepted

• Agent Activity
• Agent Activity
• Agent Conduct Report
• Agent Conduct Report
• Agent Group Business Attribute Report
• Agent Group Business Attribute Report
• Agent Group Interaction handling Report
• Agent Group Interaction handling Report
• Agent Interval Based Report
• Agent Interval Based Report
• Agent Performance Dashboard
• Agent Performance Dashboard
• Agent Report
• Agent Report
• Agent Social Engagement Report
• Agent Social Engagement Report
• Agent Task Dashboard
• Agent Task Dashboard
• Agent Utilization Email Report
• Agent Utilization Email Report
• Agent Utilization Report
• Agent Utilization Report
• Predictive Routing Agent Dashboard
• Predictive Routing Agent Dashboard
• Predictive Routing Agent Occupancy Report (Active Time & Predictive)
• Predictive Routing Agent Occupancy Report (Active Time & Predictive)
• Survey Statistics Report
• Survey Statistics Report
• Task Routing Agent Activity
• Task Routing Agent Activity
• Task Routing Agent Group Activity
• Task Routing Agent Group Activity

folder	_value
Agent > Activity	Agent Activity
Agent > Activity	Agent Activity
Agent > Activity	Agent Conduct Report
Agent > Activity	Agent Conduct Report
Agent > Activity	Agent Group Business Attribute Report
Agent > Activity	Agent Group Business Attribute Report
Agent > Activity	Agent Group Interaction handling Report
Agent > Activity	Agent Group Interaction handling Report
Agent > Activity	Agent Interval Based Report
Agent > Activity	Agent Interval Based Report
Agent > Activity	Agent Performance Dashboard
Agent > Activity	Agent Performance Dashboard
Agent > Activity	Agent Report
Agent > Activity	Agent Report
Agent > Activity	Agent Social Engagement Report
Agent > Activity	Agent Social Engagement Report
Agent > Activity	Agent Task Dashboard
Agent > Activity	Agent Task Dashboard
Agent > Activity	Agent Utilization Email Report
Agent > Activity	Agent Utilization Email Report
Agent > Activity	Agent Utilization Report
Agent > Activity	Agent Utilization Report
Agent > Activity	Predictive Routing Agent Dashboard
Agent > Activity	Predictive Routing Agent Dashboard
Agent > Activity	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Agent > Activity	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Agent > Activity	Survey Statistics Report
Agent > Activity	Survey Statistics Report
Agent > Activity	Task Routing Agent Activity
Agent > Activity	Task Routing Agent Activity
Agent > Activity	Task Routing Agent Group Activity
Agent > Activity	Task Routing Agent Group Activity
Agent > Activity > Queue	Agent Group Queue Business Attribute Report
Agent > Activity > Queue	Agent Group Queue Business Attribute Report
Agent > Activity > Queue	Agent Queue Report
Agent > Activity > Queue	Agent Queue Report
Business Attribute > BA Customer	AHT
Business Attribute > BA Customer	AHT
Business Attribute > BA Customer	Contact Center Dashboard
Business Attribute > BA Customer	Contact Center Dashboard
Business Attribute > BA Customer	Contact Center Report
Business Attribute > BA Customer	Contact Center Report
Business Attribute > BA Customer	Interaction Volume Business Attribute Email Report
Business Attribute > BA Customer	Interaction Volume Business Attribute Email Report
Business Attribute > BA Customer	Interaction Volume Business Attribute Report
Business Attribute > BA Customer	Interaction Volume Business Attribute Report
Business Attribute > BA Customer	Model Efficiency
Business Attribute > BA Customer	Model Efficiency
Business Attribute > BA Customer	Predictive Routing - AHT & QUEUE
Business Attribute > BA Customer	Predictive Routing - AHT & QUEUE
Business Attribute > BA Customer	Predictive Routing - Model Efficiency
Business Attribute > BA Customer	Predictive Routing - Model Efficiency
Business Attribute > BA Customer	Predictive Routing AB Testing Report
Business Attribute > BA Customer	Predictive Routing AB Testing Report
Business Attribute > BA Customer	Predictive Routing AB Testing Report (Hour)
Business Attribute > BA Customer	Predictive Routing AB Testing Report (Hour)
Business Attribute > BA Customer	Predictive Routing Operational Report
Business Attribute > BA Customer	Predictive Routing Operational Report
Business Attribute > BA Customer	Task Volume Dashboard
Business Attribute > BA Customer	Task Volume Dashboard
Business Attribute > BA Customer	Task Volume Report
Business Attribute > BA Customer	Task Volume Report
Callback	Callback Summary Report
Callback	Callback Summary Report
Callback > Detail	Callback Details Report
Callback > Detail	Callback Details Report
Chat > Agent	Chat Engagement Report
Chat > Agent	Chat Engagement Report
Chat > Agent	Interactions Acceptance Report
Chat > Agent	Interactions Acceptance Report
iWD > Agent	Resource Performance Dashboard
iWD > Agent	Resource Performance Dashboard
iWD > Agent	Resource Performance Report
iWD > Agent	Resource Performance Report
Outbound Contact	Campaign Summary Report
Outbound Contact	Campaign Summary Report
Queue	Interaction Traffic Group Report
Queue	Interaction Traffic Group Report
Queue	Interaction Traffic Report
Queue	Interaction Traffic Report
Queue	Predictive Routing - AHT & QUEUE
Queue	Predictive Routing - AHT & QUEUE
Queue	Predictive Routing Queue Statistics Report
Queue	Predictive Routing Queue Statistics Report
Queue	Queue Dashboard
Queue	Queue Dashboard
Queue	Queue Outline Report
Queue	Queue Outline Report
Queue	Queue Report
Queue	Queue Report
Queue	Queue Summary Report
Queue	Queue Summary Report
Queue > Q Customer & Consults	Queue Outline Report
Queue > Q Customer & Consults	Queue Outline Report

Query from template

[+] Show result

._ID

[+] Show with GCXI_Metric._ID

1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 35, 36, 37, 39, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52, 53, 54, 55, 180, 181, 182, 183, 184, 185, 186, 187, 188, 189, 190, 191, 192, 193, 194, 195, 196, 197, 198, 199, 200, 201, 202, 203, 204, 205, 206, 207, 208, 209, 210, 211, 212, 213, 214, 215, 216, 217, 218, 219, 220, 221, 222, 223, 224, 225, 226, 227

More...

where=HOLDS LIKE and straight usedIn

This gives a separate row for each value

[+] Show results

_pageName	metric	folder	usedIn
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Activity
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Conduct Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Group Business Attribute Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Group Interaction handling Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Interval Based Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Performance Dashboard
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Social Engagement Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Task Dashboard
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Utilization Email Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Agent Utilization Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Predictive Routing Agent Dashboard
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Task Routing Agent Activity
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity	Task Routing Agent Group Activity
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity > Queue	Agent Group Queue Business Attribute Report
Documentation:GCXI:Library:AgentMetrics:9.0DRAFT	Accepted	Agent > Activity > Queue	Agent Queue Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Activity
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Conduct Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Group Business Attribute Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Group Interaction handling Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Interval Based Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Performance Dashboard
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Social Engagement Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Task Dashboard
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Utilization Email Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Agent Utilization Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Predictive Routing Agent Dashboard
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Task Routing Agent Activity
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity	Task Routing Agent Group Activity
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity > Queue	Agent Group Queue Business Attribute Report
Documentation:GCXI:Library:AgentMetrics:9.0PGSource	Accepted	Agent > Activity > Queue	Agent Queue Report

Trying full where value is not null

This gives the full list in one row, but (a) run-on and (b) repeats the row for each entry in the list. It's bad enough with just usedIn.

[+] Show results

folder	metric	usedIn full
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity	Accepted	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Agent > Activity > Queue	Accepted	Agent Group Queue Business Attribute Report • Agent Queue Report
Agent > Activity > Queue	Accepted	Agent Group Queue Business Attribute Report • Agent Queue Report
Agent > Activity > Queue	Accepted	Agent Group Queue Business Attribute Report • Agent Queue Report
Agent > Activity > Queue	Accepted	Agent Group Queue Business Attribute Report • Agent Queue Report

Much worse with dbTable, mediaType and usedIn -- even more rows for each list value in each field, each cell repeating the full list for each.

[+] Show results

metric	folder	dbTable	mediaType	usedIn
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard • Agent Task Dashboard • Predictive Routing Agent Dashboard • Agent Activity • Agent Conduct Report • Agent Group Business Attribute Report • Agent Group Interaction handling Report • Agent Interval Based Report • Agent Report • Agent Social Engagement Report • Agent Utilization Email Report • Agent Utilization Report • Predictive Routing Agent Occupancy Report (Active Time & Predictive) • Survey Statistics Report • Task Routing Agent Activity • Task Routing Agent Group Activity
Accepted	Agent > Activity > Queue	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Group Queue Business Attribute Report • Agent Queue Report
Accepted	Agent > Activity > Queue	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Group Queue Business Attribute Report • Agent Queue Report
Accepted	Agent > Activity > Queue	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Group Queue Business Attribute Report • Agent Queue Report
Accepted	Agent > Activity > Queue	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Group Queue Business Attribute Report • Agent Queue Report

Using value

This is same as previous in giving a separate row for each field's result.

[+] Show results

folder	metric	dbTable	mediaType	usedIn
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Activity
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Activity
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Conduct Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Conduct Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Group Business Attribute Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Group Business Attribute Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Group Interaction handling Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Group Interaction handling Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Interval Based Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Interval Based Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Performance Dashboard
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Social Engagement Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Social Engagement Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Task Dashboard
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Task Dashboard
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Utilization Email Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Utilization Email Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Utilization Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Agent Utilization Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Predictive Routing Agent Dashboard
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Predictive Routing Agent Dashboard
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Survey Statistics Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Survey Statistics Report
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Task Routing Agent Activity
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Task Routing Agent Activity
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Task Routing Agent Group Activity
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED	All	Task Routing Agent Group Activity
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Activity
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Activity
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Conduct Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Conduct Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Group Business Attribute Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Group Business Attribute Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Group Interaction handling Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Group Interaction handling Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Interval Based Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Interval Based Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Performance Dashboard
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Performance Dashboard
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Social Engagement Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Social Engagement Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Task Dashboard
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Task Dashboard
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Utilization Email Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Utilization Email Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Utilization Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Agent Utilization Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Predictive Routing Agent Dashboard
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Predictive Routing Agent Dashboard
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Predictive Routing Agent Occupancy Report (Active Time & Predictive)
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Survey Statistics Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Survey Statistics Report
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Task Routing Agent Activity
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Task Routing Agent Activity
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Task Routing Agent Group Activity
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED	All	Task Routing Agent Group Activity
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Group Queue Business Attribute Report
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Group Queue Business Attribute Report
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Queue Report
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED	All	Agent Queue Report

Next couple look like they're just repeating previous full vs. itemized, but just using dbTable?

[+] Show results

Itemized

Metric name: Accepted		Folder: {{{displayFolder}}}
Description: The total number of times that customer interactions or warm consultations that were distributed from this queue were accepted, answered, pulled, or initiated by this agent. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_QUEUE_[*].ACCEPTED		Used in:
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted		Folder: {{{displayFolder}}}
Description: The total number of times that customer interactions or warm consultations that were distributed from this queue were accepted, answered, pulled, or initiated by this agent. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_QUEUE_[*].ACCEPTED		Used in:
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted		Folder: {{{displayFolder}}}
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent. Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_[*].ACCEPTED		Used in:
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted		Folder: {{{displayFolder}}}
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent. Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_GRP_[*].ACCEPTED		Used in:
Media type: All Data type: Number Metric type: Disposition
>> Back to list

Metric name: Accepted		Folder: {{{displayFolder}}}
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent. Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_[*].ACCEPTED		Used in:
Media type: All Data type: Number Metric type: Disposition
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Metric name: Accepted		Folder: {{{displayFolder}}}
Description: The description of this metric varies depending on attributes and filters in the report query: Agent Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent. Agent Group Attributes: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by agents who belong to this agent group. For voice media, this metric is identical to Activity\Responses.
Source or Calculation: AG2_AGENT_GRP_[*].ACCEPTED		Used in:
Media type: All Data type: Number Metric type: Disposition
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Full

folder	metric	dbTable full
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED • AG2_AGENT_GRP_[*].ACCEPTED
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED

Itemized

folder	metric	_value
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED
Agent > Activity	Accepted	AG2_AGENT_GRP_[*].ACCEPTED
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED
Agent > Activity	Accepted	AG2_AGENT_[*].ACCEPTED
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED
Agent > Activity > Queue	Accepted	AG2_AGENT_QUEUE_[*].ACCEPTED