FA Stat Server Metrics
The following Table lists the Genesys statistic definitions used by the default (out-of-box) metrics. You can also view these in the Source Metric Manager in the Administration module. Visibility of the Source Metric Manager is controlled by role-based access control privileges.
Metric ID | Stat Server Metric Name | Definition | Conversion Type |
---|---|---|---|
1 | AvgHandledCallsTime | Category=AverageTime Main Mask=CallInbound, CallOutbound, AfterCallWork |
None |
2 | AvgHandledCallsTalkTime | Category=AverageTime Main Mask=CallInbound, CallOutbound |
None |
3 | CallsAnswered | Category=TotalNumber MainMask= CallAnsweredInbound, CallAnsweredUnknown |
None |
4 | CallsOffered | Category=TotalNumber MainMask=CallAnsweredInbound, CallAnsweredUnknown, CallAbandonedFromRingingInbound, CallAbandonedFromRingingUnknown |
None |
5 | LoggedOn | Category=CurrentNumber MainMask=*, ~LoggedOut, ~NotMonitored |
None |
6 | TalkingIn | Category=CurrentNumber Description=Current number of inbound calls being handled. |
None |
7 | TalkingOther | Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallConsult |
None |
8 | TalkingOut | Category=CurrentNumber Description=Current number of outbound calls being handled. |
None |
9 | AgentState | Description=Current State
Category=CurrentState |
agentStateMapping |
10 | Ready | Category=CurrentNumber MainMask=*, ~NotReadyForNextCall, ~LoggedOut, ~NotMonitored |
None |
11 | LongestCallQueue | Category=CurrentMaxTime MainMask=CallWait |
None |
12 | WorkReady | Category=CurrentNumber MainMask=AfterCallWork |
None |
13 | Hold | Category=CurrentNumber MainMask=CallOnHold |
None |
14 | NotReady | Category=CurrentNumber MainMask=NotReadyForNextCall |
None |
15 | Avail | Category=CurrentNumber MainMask=WaitForNextCall |
None |
16 | CallsQNow | Category=CurrentNumber Description=Current Number of Calls waiting in Queue |
None |
17 NOTE: Replaces metric ID #109 starting in release 8.5.0 |
DateTimeLogin | Description=Login Time Category=CurrentContinuousTime |
None |
18 | CallsHandled | Description=Calls Handled
Category=TotalNumber |
None |
19 | LongestAvailAgent | Category=CurrentMaxTime MainMask=WaitForNextCall |
None |
20 | ServiceLevelAband | Category=TotalNumberInTimeRange MainMask=CallAbandoned |
None |
21 | ServiceLevelCalls | Category=TotalNumberInTimeRange MainMask=CallAnswered |
None |
22 | ServiceLevelCallsQHeld | Category=CurrentNumberInTimeRange MainMask=CallWait |
None |
23 | ServiceLevelCallsOnHold | Category=TotalNumberInTimeRange MainMask=CallWait |
None |
24 | WorkReadyTime | Description=Total Wrap Time
Category=TotalAdjustedTime |
None |
25 | CallsAbandQ | Category=TotalNumber Description=Total number of new calls abandoned |
None |
26 | CallsAnsweredQueue | Category=TotalNumber Description=Total number of new calls answered |
None |
27 | CallsOfferedQueue | Category=TotalNumber Description=Total number of new calls distributed |
None |
28 | TalkTime | Description=Total Talk Time
Category=TotalTime |
None |
29 | AnswerWaitTimeQueue | Category=TotalTime Description=Total time to answer |
None |
30 | AnswerWaitTime | Category=TotalTime MainMask=CallWait |
None |
31 | CallsQNowTime | Category=CurrentTime MainMask=CallWait |
None |
32 | PercentUtilization | Category=RelativeTimePercentage MainMask=CallInbound, CallOutbound, AfterCallWork |
None |
33 | EmailAccepted | Category=TotalNumber MainMask=CallAnswered |
|
34 | EmailHandleTime | Category=TotalTime MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
|
35 | EmailHandled | Category=TotalNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
|
38 | EmailOffered | Category=TotalNumber MainMask=RingingStarted |
|
39 | EmailRejected | Category=TotalNumber MainMask=CallAbandonedFromRinging |
|
41 | EmailInboundStopped | Category=TotalNumber MainMask=PlaceholderForInteractionStopped3 |
|
42 | EmailTimedOut | Category=TotalNumber MainMask=PlaceholderForRevoking |
|
43 | EmailTransfers | Category=TotalNumber MainMask=CallTransferMade |
|
44 | EmailInProcess | Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
|
47 | ChatAccepted | Category=TotalNumber MainMask=CallAnswered |
|
48 | ChatInboundStopped | Category=TotalNumber MainMask=PlaceholderForInteractionStopped3 |
|
49 | ChatInProcess | Category=CurrentNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
|
50 | ChatHandled | Category=TotalNumber MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
|
51 | ChatHandleTime | Category=TotalTime MainMask=CallUnknown, CallInternal, CallInbound, CallOutbound |
|
53 | ChatOffered | Category=TotalNumber MainMask=RingingStarted |
|
54 | ChatRejected | Category=TotalNumber MainMask=CallAbandonedFromRinging |
|
56 | ChatTimedOut | Category=TotalNumber MainMask=PlaceholderForRevoking |
|
60 | ChatTransfers | Category=TotalNumber MainMask=CallTransferMade |
|
80 | LoggedOnTime | Category=TotalTime Description=Total LoggedIn Time |
None |
81 | NotReadyTime | Category=TotalTime Description=Total Not Ready Status Time |
None |
82 | CallsHandledQueue | Category=TotalNumber MainMask=CallReleased |
None |
83 | TalkTimeQueue | Category=TotalTime MainMask=CallReleased |
None |
84 | HandleTime | Category=TotalTime MainMask=CallReleased, ACWCompleted |
None |
85 | ACWTime | Category=TotalTime MainMask= ACWCompleted |
None |
86 | VoiceAvail | Category=CurrentTargetState MainMask=* |
addAgentsToGroup |
87 | CallsOut | Category=TotalNumber MainMask=CallEnteredOutbound |
None |
88 | ExpectedDelay | Category=EstimWaitingTime MainMask=CallWait |
None |
89 | TalkAndHoldTime | Category=TotalTime MainMask=CallInbound, CallConsult, CallUnknown, CallInternal |
None |
90 | ACWStatus | Category=TotalNumber MainMask=AfterCallWork |
None |
91 | CurrentNumberHandling | Category=CurrentNumber MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold, CallOutbound |
None |
92 | TotalTimeInteractionsHandled | Category=TotalTime MainMask=CallInbound, CallInternal, Call Consult, CallUnknown, CallOnHold |
None |
100 | TimeInCurrState | Category=CurrentTime MainMask=* |
None |
101 | TotalCallsTransferred | Category=TotalNumber MainMask=CallTransferMade |
None |
102 | LongestCall | Category=MaxTime MainMask=CallInbound, CallUnknown |
None |
104 | TotalHandleTime | Category=TotalTime MainMask= CallInbound, CallInternal, CallConsult, CallUnknown, AfterCallWork |
None |
105 | LongestACW | Category=MaxTime MainMask=AfterCallWork |
None |
106 | WrappedCallsInTRange | Category=TotalNumberInTimeRange MainMask=AfterCallWork |
None |
107 | ReasonCode | Category= CurrentStateReasons MainMask=* |
ReasonCode |
108 | CallsOnHold | Category=TotalNumber MainMask=CallOnHold |
None |
NOTE: Replaced by metric ID #17 starting in release 8.5.0. |
|
||
112 | CallsHandledInTRange | Category=TotalNumberInTimeRange MainMask=CallInbound |
None |
306 | LoggedOnVoiceTime | Category=TotalTime MainMask=*, ~NotMonitored |
None |
308 | LoggedOnVoice | Category=CurrentNumber MainMask=LoggedIn |
None |
500 | InboundACWVoiceTime | Category=TotalAdjustedTime Description=Total Time Inbound ACW |
None |
501 | OutboundACWVoiceTime | Category=TotalAdjustedTime Description=Total Time Outbound ACW |
None |
502 | OtherACWVoiceTime | Category=TotalAdjustedTime Description=Total Time Other ACW |
None |
503 | AllACWVoiceTime | Category=TotalAdjustedTime Description=Total Time All ACW |
None |
504 | ReadyTime | Category=TotalTime Description=Total Ready Status Time |
None |
505 | InboundUnknownVoiceCalls | Category=TotalNumber Description=Total Number Inbound Calls |
None |
506 | OutboundVoiceCalls | Category=TotalNumber Description=Total Number Outbound Calls |
None |
507 | ConsultCalls | Category=TotalNumber Description=Total Number Consult Calls |
None |
508 | InternalVoiceCalls | Category=TotalNumber Description=Total Number Internal Calls |
None |
509 | InboundVoiceStatusTime | Category=TotalTime Description=Total Inbound Status Time |
None |
510 | OutboundVoiceStatusTime | Category=TotalTime Description=Total Outbound Status Time |
None |
511 | ConsultStatusTime | Category=TotalTime Description=Total Consult Status Time |
None |
512 | InternalVoiceStatusTime | Category=TotalTime Description=Total Internal Status Time |
None |