Customer views are views of your contact center. The following example views are available for Agent Groups and Place Groups:
Statistic Group |
Statistic Long Name |
Short Name |
Description |
State |
Group State |
State |
Current state of the group. Statistic Type: CurrentGroupState |
Time Usage |
Total Talk Time |
Talk |
Total amount of time that agents have been in any of the following call-handling states:
When applied to an Agent Group, the sum of the Total Talk Time values for all agents in the Agent Group. When applied to a Place Group, the sum of the Total Talk Time values for all agents who are logged in at places in the Place Group. Statistic Type: TotalTalkStatusTime |
Total Available Time |
Available |
Total amount of time that agents have been waiting for calls. When applied to an Agent Group, the sum of the Total Available Time values for all agents in the Agent Group. When applied to a Place Group, the sum of the Total Available Time values for all agents who are logged in at places in the Place Group. Statistic Type: Total_Wait_Agent_St_Time | |
Total ACW Time |
ACW |
Total amount of time that agents have been performing after-call work. When applied to an Agent Group, the sum of the Total ACW Time values for all agents in the Agent Group. When applied to a Place Group, the sum of the Total ACW Time values for all agents who are logged in at places in the Place Group. Statistic Type: TotalAfterCallWorkStatusTime | |
Total Login Time |
Login |
Total amount of time that agents have been logged in to Genesys Desktop. Statistic Type: TotalLoginTime | |
Total Not Ready Time |
Not Ready |
Total amount of time that agents have been in the Not Ready state. When applied to an Agent Group, the sum of the Total Not Ready Time values for all agents in the Agent Group. When applied to Place Groups, the sum of the Total Not Ready Time values for all agents who are logged in at places in the Place Group. Statistic Type: TotalNotReadyStatusTime |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Agent States |
Total on Inbound Calls |
Inbound |
Current number of agents in the Inbound state (handling one or more inbound calls). When applied to an Agent Group, the current number of agents in the Inbound state. When applied to a Place Group, the current number of agents in the Inbound state who are logged in at places in the Place Group. Statistic Type: CurrNumberInboundStatuses |
Total on Outbound Calls |
Outbound |
Current number of agents in the Outbound state (handling an outbound call). When applied to an Agent Group, the current number of agents in the Outbound state. When applied to a Place Group, the current number of agents in the Outbound state who are logged in at places in the Place Group. Statistic Type: CurrNumberOutboundStatuses | |
Total on Consult Calls |
Consult |
Current number of agents in the Consult state (handling a consultation call). When applied to an Agent Group, the current number of agents in the Consult state. When applied to a Place Group, the current number of agents in the Consult state who are logged in at places in the Place Group. Statistic Type: CurrNumberConsultStatuses | |
Total on Internal Calls |
Internal |
Current number of agents in the Internal state (handling an internal call). When applied to an Agent Group, the current number of agents in the Internal state. When applied to a Place Group, the current number of agents in the Internal state who are logged in at places in the Place Group. Statistic Type: CurrNumberInternalStatuses | |
Total on Hold |
Hold |
Current number of agents in the Hold state (caller on hold). When applied to an Agent Group, the current number of agents in the Hold state. When applied to a Place Group, the current number of agents in the Hold state who are logged in at places in the Place Group. Statistic Type: Total_Number_on_Hold | |
Total Dialing |
Dialing |
Current number of agents in the Dialing state (dialing a call). When applied to an Agent Group, the current number of agents in the Dialing state. When applied to a Place Group, the current number of agents in the Dialing state who are logged in at places in the Place Group. Statistic Type: CurrNumberDialingStatuses | |
Total Ringing |
Ringing |
Current number of agents in the Ringing state (phone ringing). When applied to an Agent Group, the current number of agents in the Ringing state. When applied to a Place Group, the current number of agents in the Ringing state who are logged in at places in the Place Group. Statistic Type: CurrNumberRingingStatuses | |
Total on After-Call Work |
ACW |
Current number of agents in the After-Call Work state (performing post-call work). When applied to an Agent Group, the current number of agents in the After-Call Work state. When applied to a Place Group, the current number of agents in the After-Call Work state who are logged in at places in the Place Group. The following are subtypes of the After-Call Work state:
Statistic Type: CurrNumberACWStatuses | |
Total Available |
Available |
Current number of agents in the Available state (DNs have no activity and are ready to receive the next voice interaction). When applied to an Agent Group, the current number of agents in the Available state. When applied to a Place Group, the current number of agents in the Available state who are logged in at places in the Place Group. Statistic Type: CurrNumberWaitStatuses | |
Total Not Ready |
Not Ready |
Current number of agents in the Not Ready state (logged in to one or more DNs that are not available for the next call). When applied to an Agent Group, the current number of agents in the Not Ready state. When applied to a Place Group, the current number of agents in the Not Ready state who are logged in at places in the Place Group. Statistic Type: CurrNumberNotReadyStatuses |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Performance |
Total Inbound Calls |
Inbound |
Total number of inbound calls. When applied to an Agent Group or a Place Group, the total number of inbound calls across all members of the group. Statistic Type: Total_Calls_Inbound |
Average Inbound Time |
Avg Inbound |
Average length of inbound calls. When applied to an Agent Group or a Place Group, the average length of inbound calls across all members of the group. Statistic Type: AverInboundStatusTime | |
Total Outbound Calls |
Outbound |
Total number of outbound calls. When applied to an Agent Group or a Place Group, the total number of outbound calls across all members of the group. Statistic Type: Total_Calls_Outbound | |
Average Outbound Time |
Avg Outbound |
Average length of outbound calls. When applied to an Agent Group or a Place Group, the average length of outbound calls across all members of the group. Statistic Type: AverOutboundStatusTime | |
Total Consult Calls |
Consult |
Total number of consultation calls. When applied to an Agent Group or a Place Group, the total number of consultation calls across all members of the group. Statistic Type: Total_Calls_Consult | |
Average Consult Time |
Avg Consult |
Average length of consultation calls. When applied to an Agent Group or a Place Group, the average length of consultation calls across all members of the group. Statistic Type: AverConsultStatusTime | |
Average Handle Time |
Avg Handle |
Average length of complete inbound and outbound calls (including after-call work). When applied to an Agent Group or a Place Group, the average length of complete calls across all members of the group. Statistic Type: AverHandleStatusTime | |
Total Internal Calls |
Internal |
Total number of internal calls. When applied to an Agent Group or a Place Group, the total number of internal calls across all members of the group. Statistic Type: Total_Calls_Internal | |
Total Holds |
Holds |
Total number of holds. When applied to an Agent Group or a Place Group, the total number of holds across all members of the group. Statistic Type: Total_Number_on_Hold | |
Total Transfers Made |
Trans Made |
Total number of transfers made. When applied to an Agent Group or a Place Group, the total number of transfers made across all members of the group. Statistic Type: Total_Number_of_Transfers_Made | |
Total Transfers Taken |
Trans Taken |
Total number of transfers taken. When applied to an Agent Group or a Place Group, the total number of transfers taken across all members of the group. Statistic Type: Total_Number_of_Transfers_Taken |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
E-Mail In Processing |
Processing |
Number of interactions currently being processed. When applied to an Agent Group, the number of interactions currently being processed by all agents in the Agent Group. When applied to a Place Group, the number of interactions currently being processed by agents who are logged in at places in the Place Group. Statistic Type: CurrentInteractionInProcessing |
Performance |
Average E-Mail Processing Time |
Avg Processing |
Average amount of time required to process an interaction. When applied to an Agent Group, the average amount of time required to process an interaction across all agents in the Agent Group. When applied to a Place Group, the average amount of time required to process an interaction across all agents who are logged in at places in the Place Group. Statistic Type: AverageInteractionProcessingTime |
Total E-Mail Offered |
Offered |
Total number of interactions offered for processing. When applied to an Agent Group, the number of interactions offered to all agents in the Agent Group. When applied to a Place Group, the number of interactions offered to all agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsOffered | |
Total E-Mail Accepted |
Accepted |
Total number of interactions offered and accepted. When applied to an Agent Group, the number of interactions offered and accepted by all agents in the Agent Group. When applied to a Place Group, the number of interactions offered and accepted by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsAccepted | |
Total E-Mail Rejected |
Rejected |
Total number of interactions offered and rejected. When applied to an Agent Group, the number of interactions offered and rejected by all agents in the Agent Group. When applied to a Place Group, the number of interactions offered and rejected by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsRejected | |
Total E-Mail Pulled |
Pulled |
Total number of interactions pulled from any queue. When applied to an Agent Group, the number of interactions pulled (from any queue) by all agents in the Agent Group. When applied to a Place Group, the number of interactions pulled (from any queue) by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsPulled | |
Total Terminated |
Terminated |
Total number of interactions terminated. When applied to an Agent Group, the number of interactions terminated by all agents in the Agent Group. When applied to a Place Group, the number of interactions terminated by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInboundInteractionsStopped | |
Total E-Mail Transferred |
Transferred |
Total number of interactions transferred. When applied to an Agent Group, the number of interactions transferred by all agents in the Agent Group. When applied to a Place Group, the number of interactions transferred by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInboundTransfersMade | |
Total Outbound E-Mail |
Outbound |
Total number of outbound interactions. When applied to an Agent Group, the number of outbound interactions created by all agents in the Agent Group. When applied to a Place Group, the number of outbound interactions created by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberOutboundInteractionsInitiated | |
Total Internal E-Mail |
Internal |
Total number of internal interactions. When applied to an Agent Group, the number of internal interactions created by all agents in the Agent Group. When applied to a Place Group, the number of internal interactions created by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInternalInteractionsInitiated | |
Total E-Mail Timed Out |
Timed Out |
Total number of interactions revoked because of prolonged inactivity. When applied to an Agent Group, the number of interactions revoked (because of prolonged inactivity) across all agents in the Agent Group. When applied to a Place Group, the number of interactions revoked (because of prolonged inactivity) across all agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsTimedOut |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Status |
Chats In Processing |
Processing |
Total number of chat interactions at the moment of measurement. Statistic Type: CurrentInteractionInProcessing |
Performance |
Average Chat Processing Time |
Avg Processing |
Average amount of time that chat interactions spent at the desktop. Statistic Type: AverageInteractionProcessingTime |
Total Chat Transfers Made |
Trans Made |
Total number of chat interaction transfers made. Statistic Type: TotalNumberTransfersMade | |
Total Chat Transfers Taken |
Trans Taken |
Total number of chat interaction transfers taken. Statistic Type: TotalNumberTransfersTaken | |
Total Chat Conferences Initiated |
Conf Initiated |
Total number of successful attempts to initiate a chat conference or add another participant to an existing conference. Statistic Type: TotalNumberConferencesInitiated | |
Total Chat Conferences Joined |
Conf Joined |
Total number of conference requests accepted. For interactions that were conferenced more than once to this resource, and that were accepted, this stat type counts each instance separately. Statistic Type: TotalNumberConferencesJoined | |
Total Chat Coaching Requests |
Coaching Reqs |
Total number of chat coaching requests submitted by agents in the group. StatisticType: TotalNumberInteractionsInvitedForCoaching | |
Total Chats Coached |
Coached |
Total number of chat sessions coached by supervisors in the group. Statistic Type: TotalNumberBeingCoached | |
Total Chats Monitored |
Monitored |
Total number of chat sessions monitored by supervisors in the group. Statistic Type: TotalNumberBeingMonitored |
Statistic Group |
Statistic Long Name |
Short Name |
Description |
Hourly Performance |
Total Chats Monitored (Hourly) |
Monitored |
Total number of chat sessions monitored by supervisors in the group. Statistic Type: TotalNumberMonitoringInitiated |
Total Chats Coached Upon Request (Hourly) |
Coached On Request |
Total number of agent-initiated chat coaching sessions performed by supervisors in the group. Statistic Type: TotalNumberCoachingByRequestInitiated | |
Total Chats Coached Via barge-in (Hourly) |
Coached Via Barge In |
Total number of chat sessions coached when initiated by supervisors in the group. Statistic Type: TotalNumberCoachingByIntrusionInitiated | |
Total Chats Conferenced Via barge-in (Hourly) |
Conferenced Via barge-in |
Total number of chat sessions conferenced when initiated by supervisors in the group. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion | |
Daily Performance |
Total Chats Monitored (Daily) |
Monitored |
Total number of chat sessions monitored by supervisors in the group. Statistic Type: TotalNumberMonitoringInitiated |
Total Chats Coached Upon Request (Daily) |
Coached On Request |
Total number of agent-initiated chat coaching sessions performed by supervisors in the group. Statistic Type: TotalNumberCoachingByRequestInitiated | |
Total Chats Coached Via barge-in (Daily) |
Coached Via Barge In |
Total number of chat sessions coached when initiated by supervisors in the group. Statistic Type: TotalNumberCoachingByIntrusionInitiated | |
Total Chats Conferenced Via barge-in (Daily) |
Conferenced Via barge-in |
Total number of chat sessions conferenced when initiated by supervisors in the group. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion |