CCAdv Web and Email Metrics
Contents
This section contains Tables of Queue and Agent Group Web chat and email metrics. The content is applicable to Contact Center Advisor only.
Queue Web Chat Metrics
The following Table lists Queue metrics for e-mail interactions.
| Names | Internal Name | Description | Source Type | Definition (Formula) | Interval/Time Profile | Threshold Type | Unit |
|---|---|---|---|---|---|---|---|
| Metric: [Backlog] (a_eBacklog) | Backlog (a_eBacklog) | The current number of e-mails currently waiting to be processed. | Genesys Interaction Queues | EmailBacklog | Point in Time | Above | Count |
| Metric: [Entered]
(a_eEntered) |
a_eEntered | The total number of e-mail interactions that entered the queue during the specified period. | Genesys Interaction Queues | EmailEnteredTo5
EmailEnteredHalf EmailEnteredToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | N/A | Count |
| Metric: [InProc]
(a_eInProc) |
a_eProc | Total number of e-mails in processing at a point in time. | Genesys Interaction Queues | EmailInProcQ | Point in Time | N/A | Count |
| Metric: [InQ] (a_eInQ) | a_eInQ | The total number of e-mails within the Interaction Queue at the moment of measurement. | Genesys Interaction Queues | EmailInQ | Point in Time | N/A | Count |
| Metric: [MaxQ] (a_eMaxQ) | eMaxQ | The maximum number of e-mails that either were awaiting processing or were in processing within the contact center (for single-tenant environments) or within the specified tenant (for multi-tenant environments) during the specified period. | Genesys Interaction Queues | EmailMaxInQTo5
EmailMaxInQHalf EmailMaxInQToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | Count | |
| Metric: [MinQ] (a_eMinQ) | eMinQ | The minimum number of e-mails that were either waiting processing or in processing within this staging area within the specified period. | Genesys Interaction Queues | EmailMinInQTo5
EmailMinInQHalf EmailMinInQToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | Count | |
| Metric: [Moved] (a_eMoved) | a_eMoved | The total number of interactions of the specified media type that were moved from this staging area to any other staging area during the specified period. | Genesys Interaction Queues | EmailMovedTo5
EmailMovedHalf EmailMovedToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | N/A | Count |
Queue Email Metrics
The following Table lists Queue metrics for e-mail interactions.
| Names | Internal Name | Description | Source Type | Definition (Formula) | Interval/Time Profile | Threshold Type | Unit |
|---|---|---|---|---|---|---|---|
| Metric: [Backlog] (a_eBacklog) | Backlog (a_eBacklog) | The current number of e-mails currently waiting to be processed. | Genesys Interaction Queues | EmailBacklog | Point in Time | Above | Count |
| Metric: [Entered]
(a_eEntered) |
a_eEntered | The total number of e-mail interactions that entered the queue during the specified period. | Genesys Interaction Queues | EmailEnteredTo5
EmailEnteredHalf EmailEnteredToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | N/A | Count |
| Metric: [InProc]
(a_eInProc) |
a_eProc | Total number of e-mails in processing at a point in time. | Genesys Interaction Queues | EmailInProcQ | Point in Time | N/A | Count |
| Metric: [InQ] (a_eInQ) | a_eInQ | The total number of e-mails within the Interaction Queue at the moment of measurement. | Genesys Interaction Queues | EmailInQ | Point in Time | N/A | Count |
| Metric: [MaxQ] (a_eMaxQ) | eMaxQ | The maximum number of e-mails that either were awaiting processing or were in processing within the contact center (for single-tenant environments) or within the specified tenant (for multi-tenant environments) during the specified period. | Genesys Interaction Queues | EmailMaxInQTo5
EmailMaxInQHalf EmailMaxInQToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | Count | |
| Metric: [MinQ] (a_eMinQ) | eMinQ | The minimum number of e-mails that were either waiting processing or in processing within this staging area within the specified period. | Genesys Interaction Queues | EmailMinInQTo5
EmailMinInQHalf EmailMinInQToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | Count | |
| Metric: [Moved] (a_eMoved) | a_eMoved | The total number of interactions of the specified media type that were moved from this staging area to any other staging area during the specified period. | Genesys Interaction Queues | EmailMovedTo5
EmailMovedHalf EmailMovedToday |
5 Min (rolling/sliding), 30 Min (since start of current half-hour), Today/Daily (since midnight) | N/A | Count |
Agent Group Web Chat Metrics
The following Table lists Web chat metrics for agent groups.
| Name | Internal Name | Description | Source Type | Definition (Formula) | Interval/Time Profile | Threshold Type | Unit |
|---|---|---|---|---|---|---|---|
| Metric:[Acpt] (s_wAcpt) | s_wAcpt | The total number of Chat interactions that were offered for processing to the resource, and that were accepted during the specified period. | Genesys Agent Groups | ChatAcceptedTo5 | 5 Min (rolling/sliding) | N/A | Count |
| Metric:[AHT] (s_wAHT) | s_wAHT | Average handle time in seconds for Chat interactions. | Calculated, Genesys Agent Groups | ChatHandleTimeTo5/ChatHandledTo5 | 5 Min (rolling/sliding) | Above | Seconds |
| Metric: [Handled%] (s_wHPct) | s_wHPct | The percentage of chats offered that were handled by this resource. | Calculated, Genesys Agent Groups | ChatHandledTo5/ ChatOfferedTo5 | 5 Min (rolling/sliding) | N/A | Percent |
| Metric: [Handled] (s_wH) | s_wH | The total number of Chat interactions that were handled by this resource during the specified period. | Genesys Agent Groups | ChatHandledTo5 | 5 Min (rolling/sliding) | N/A | Count |
| Metric:[HT] (s_wHT) | s_wHT | The total amount of time that this resource spent handling Chat interactions during the specified period. | Genesys Agent Groups | ChatHandleTimeTo5 | 5 Min (rolling/sliding) | Above | Seconds |
| Metric:
[InbStopped] (s_wInbStop) |
s_wInStop | The total number of Inbound Chat interactions that were terminated by this resource during the specified period. | Genesys Agent Groups | Chat_InbStopped_
Now |
5 Min (rolling/sliding) | N/A | Count |
| Metric: [InProc] (s_wInProc) | s_wInProc | Number of chats currently being processed. | Genesys Agent Groups | ChatInProcessing | Point in Time | Count | |
| Metric: [Offered] (s_wOffered) | s_wOffered | Number of chats received. | Genesys Agent Groups | ChatOfferedTo5 | 5 Min (rolling/sliding) | Count | |
| Metric: [Rejected%] (s_wRjctPct) | s_wRjctPct | The percentage of Chats offered this resource that were rejected. | Calculated, Genesys Agent Groups | ChatRejectedTo5/ ChatOfferedTo5 | 5 Min (rolling/sliding) | Percent | |
| Metric: [Rejected] (s_wRjct) | s_wRjct | The total number of Chat interactions that were offered for processing to this resource, and that were rejected, during the specified period. | Genesys Agent Groups | ChatRejectedTo5 | 5 Min (rolling/sliding) | Above | Count |
| Metric:
[TimedOut%] (s_wTOPct) |
s_wTOPct | The percentage of Chat Sessions that timed out. | Calculated, Genesys Agent Groups | ChatTimedOutTo5/ ChatOfferedTo5 | 5 Min (rolling/sliding) | Above | Percent |
| Metric: [TimedOut] (s_wTO) | s_wTO | The total number of Chat interactions that were accepted, pulled, or created and subsequently revoked by this resource because of prolonged nonactivity during the specified period. | Genesys Agent Groups | ChatTimedOutTo5 | 5 Min (rolling/sliding) | Above | Count |
| Metric: [Txfrs] (s_wTxfrs) | s_wTxfrO | The total number of Chat transfers made by this resource during the specified period. | Genesys Agent Groups | ChatTransfersTo5 | 5 Min (rolling/sliding) | N/A | Count |
Agent Group Email Metrics
The following Table lists agent group metrics for e-mail.
| Name | Internal Name | Description | Source Type | Definition (Formula) | Interval/Time Profile | Threshold Type | Unit |
|---|---|---|---|---|---|---|---|
| Metric:[Acpt] (s_eAcpt) | s_eAcpt | The total number of e-mail interactions that were offered for processing to the resource, and that were accepted during the specified period. | Genesys Agent Groups | EmailAcceptedTo5 | 5 Min (rolling/sliding) | Count | |
| Metric: [AHT] (s_eAHT) | s_eAHT | Average handle time in seconds counted as handled. | Calculated, Genesys Agent Groups | EmailHandleTimeTo5/ EmailHandledTo5 | 5 Min (rolling/sliding) | Above | Seconds |
| Metric: [Handled%] (s_eHPct) | s_eHPct | The percentage of e-mails offered that were handled by this resource. | Calculated, Genesys Agent Groups | EmailHandledTo5/ EmailOfferedTo5 | 5 Min (rolling/sliding) | N/A | Percent |
| Metric: [Handled] (s_eH) | s_eH | Number of e-mails handled during the specified period. | Genesys Agent Groups | EmailHandledTo5 | 5 Min (rolling/sliding) | Count | |
| Metric: [InbStopped] (s_eInbStop) | s_eInStop | The total number of Inbound e-mail interactions that were terminated by this resource during the specified period. | Genesys Agent Groups | Email_InbStopped_Now | 5 Min (rolling/sliding) | N/A | Count |
| Metric: [Offered] (s_eOffered) | s_eOffered | Number of e-mails received. | Genesys Agent Groups | EmailOfferedTo5 | 5 Min (rolling/sliding) | Count | |
| Metric: [Rejected%] (s_eRjctPct) | s_eRjctPct | The percentage of e-mails offered this resource that were rejected. | Calculated, Genesys Agent Groups | EmailRejectedTo5/ EmailOfferedTo5 | 5 Min (rolling/sliding) | Percent | |
| Metric: [Rejected] (s_eRjct) | s_eRjct | The total number of e-mail interactions that were rejected in the specified time period. | Genesys Agent Groups | EmailRejectedTo5 | 5 Min (rolling/sliding) | Above | Count |
| Metric: [TimedOut%] (s_eTOPct) | s_eTOPct | The percentage of e-mail interactions that timed out. | Calculated, Genesys Agent Groups | EmailTimedOutTo5/ EmailOfferedTo5 | 5 Min (rolling/sliding) | Above | Percent |
| Metric: [TimedOut] (s_eTO) | s_eTO | The total number of e-mail interactions that were accepted, pulled, or created and subsequently revoked by this resource because of prolonged nonactivity during the specified period. | Genesys Agent Groups | EmailTimedOutTo5 | 5 Min (rolling/sliding) | Above | Count |
| Metric:[Txfrs] (s_eTxfrs) | s_eTxfrO | The total number of e-mail transfers made by this resource during the specified period. | Genesys Agent Groups | EmailTransfersTo5 | 5 Min (rolling/sliding) | N/A | Count |
This page was last edited on May 13, 2014, at 18:10.
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