Groups

Customer views are views of your contact center. The following example views are available for Agent Groups and Place Groups:

Telephony View Templates

Telephony State and Time Usage

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:

  • Inbound

  • Outbound

  • ASM Outbound

  • Consult

  • Internal

  • Unknown

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

Telephony Agent States

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:

  • Unknown—Work following a call of unknown type.

  • Internal—Work following an internal call.

  • Inbound—Work following an inbound call.

  • Outbound—Work following an outbound call.

  • Consult—Work following a consultation call.

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

Telephony Hourly / Telephony Daily

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

E-Mail View Templates

E-Mail Status and Hourly / E-Mail Status and Daily

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

Chat View Templates

Chat Status and Hourly / Chat Status and Daily

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

Chat Supervisor

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