Displayed Report Metrics
The tables in this section show the list of source metrics displayed on the user interface. This section also shows how some of the source metrics are translated into calculated metrics which are displayed on the UI. These metrics are defined in the FA_Threshold_Patterns and FA_State_Metrics tables for performance and state metrics respectively.
The Type column defines whether the metric is sourced directly from a source metric (raw), or whether it is calculated from a set of source metrics (calc). The Calculation column states the formula used to calculate the metric using the source metric value defined for the agent. The team and supervisor calculations are based on the source metric value defined for all the agents under the respective team or the supervisor.
For multimedia metrics the metric internal names contain prefixes indicating the following:
- w —web chat
- e —e-mail
Multimedia metrics (e-mail & web chat) are available only in a Genesys environment.
Metrics for Agents
The following Tables show state and performance metrics (voice and multimedia) displayed for agents.
State Metrics Displayed for Agents
The following Table shows state metrics displayed for agents.
| Metric Name | Type | Calculation |
|---|---|---|
| CurrentState (state) | Raw | N/A |
| LoginTime (loginT) | Raw | N/A |
| TimeInCurrentState (stateT) | Raw | N/A |
| ReasonCode (rcode) |
Raw | N/A |
| Current Skill Group (sg) (Cisco only) |
Raw | N/A |
| Call Type (service) (Cisco only) |
Raw | N/A |
Agent ID and Alert State display in the Column Chooser with other agent state metrics, but they are not source metrics. Agent ID is part of the agent information fetched when FA loads the hierarchy. Alert Status is based on the number of rule violations for an agent.
The following agent state thresholds (which you can define in the Frontline Advisor Admin) are evaluated based on the CurrentState (state) and TimeInCurrentState (stateT) source metrics:
- AgentNotReady (ANR)
- AgentonHold (AOH)
- AgentReady (AR)
- AgentTalking (AT)
- AgentWorkNotReady (AWNR)
- AgentWorkReady (AWR)
There is not a one-to-one relationship between each agent state threshold and a source metric. The agent state thresholds apply only when the agent is in one of the preceding states. For example, when the agent is on hold, the AOH threshold is evaluated against the time the agent remains on hold. This contrasts with performance thresholds where there is a one-to-one association between threshold and metric. For example, you can specify thresholds for Average Handle Time (AHT) for an agent. That threshold is evaluated against the associated AHT source metric.
Performance Metrics Displayed for Agents
The following Table shows performance metrics (voice and multimedia) displayed for agents.
Voice
| Metric Name | Type | Calculation |
|---|---|---|
| CallsHandled (nch) | Raw | N/A |
| CallsTransferred (nct) | Raw | N/A |
| LongestTalkTime (ltt) | Raw | N/A |
| LongestWrapTime (lacw) | Raw | N/A |
| % of Time in ACD Inbound (pctACDInbound) | Calc | 100*totalACD/totalLoggedIn NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| % of Time in Non-ACD Inbound (pctNonACDInbound) | Calc | 100*totalNonACD/totalLoggedIn NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| % of Time in Consult (pctConsult) | Calc | 100*totalConsult/totalLoggedIn |
| % of Time in Internal (pctInternal) | Calc | 100*totalInternal/totalLoggedIn |
| % of Time in Outbound (pctOutbound) | Calc | 100*totalOutbound/totalLoggedIn |
| AverageHandleTime (aht) | Calc | tht/nch |
| AverageTalkTime (att) | Calc | ttt/nch |
| AverageWrapTime (aacw) | Calc | tacw/nch |
| Consult Average Handle Time (avgConsult) | Calc | totalConsult/consultCalls |
| Inbound ACD Average Handle Time (avgACDInbound) | Calc | totalACD/ACDCalls NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| Inbound Non-ACD Average Handle Time (avgNonACDInbound) | Calc | totalNonACD/nonACDCalls NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| Internal Average Handle Time (avgInternal) | Calc | totalInternal/internalCalls |
| Outbound Average Handle Time (avgOutbound) | Calc | totalOutbound/outboundCalls |
Web Chat
| Metric Name | Type | Calculation |
|---|---|---|
| ChatInProcess (wInProc) | Raw | N/A |
| ChatAccepted (wAcpt) | Raw | N/A |
| ChatRejected (wRjct) | Raw | N/A |
| ChatPercentageRejected (wRjctPct) | Calc | (wRjct)*100/(wOffered) |
| ChatTimedOut (wTO) | Raw | N/A |
| ChatPercentageTimedOut (wTOPct) | Calc | (wTO)*100/ (wOffered) |
| ChatTransferred (wTxfrs) | Raw | N/A |
| ChatHandled (wH) | Raw | N/A |
| ChatOffered (wOffered) | Raw | N/A |
| ChatHandleTime (wHT) | Raw | N/A |
| ChatAverageHandleTime (wAHT) | Calc | wHT/ wH |
| Metric Name | Type | Calculation |
|---|---|---|
| EmailInProcess (eInProc) | Raw | N/A |
| EmailAccepted (eAcpt) | Raw | N/A |
| EmailRejected (eRjct) | Raw | N/A |
| EmailPercentageRejected (eRjctPct) | Calc | (eRjct)*100/(eOffered) |
| EmailTimedOut (eTO) | Raw | N/A |
| EmailPercentageTimedOut (eTOPct) | Calc | (eTO)*100/(eOffered) |
| EmailTransferred (eTxfrs) | Raw | N/A |
| EmailHandled (eH) | Raw | N/A |
| EmailOffered (eOffered) | Raw | N/A |
| EmailHandleTime (eHT) | Raw | N/A |
| EmailAverageHandleTime (eAHT) | Calc | eHT/ eH |
Metrics for Teams and Supervisors
The following Tables show state and performance metrics for teams and supervisors.
State Metrics for Teams and Supervisors
| Metric Name | Type | Calculation |
|---|---|---|
| AgentsInLoggedState (Logged) | Calc | COUNT(Agents in the team) where state=1 (Logged In) |
| AgentsInNotReadyState (Not Ready) | Calc | COUNT(Agents in the team) where state=113 (Not Ready) |
| AgentsInReadyState (Ready) | Calc | COUNT(Agents in the team) where state=115 (Ready) |
| AgentsInTalkingState (Talking) | Calc | COUNT(Agents in the team) where state=107 (Talking) |
| AgentsInAfterCallWorkState (Wrap) | Calc | COUNT(Agents in the team) where state=117 (After call work) |
| AgentsInHoldState (Hold) | Calc | COUNT(Agents in the team) where state=110 (Hold) |
| TotalNumberOfAgents (Total) | Calc | COUNT(Agents in the team) |
Performance Metrics for Teams and Supervisors
The following Tables shows performance metrics (voice and multimedia) for teams and supervisors.
Voice
| Metric Name | Type | Calculation (Using Source Metrics) |
|---|---|---|
| % of Time in ACD Inbound (pctACDInbound) | Calc | 100*totalACD/totalLoggedIn NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| % of Time in Non-ACD Inbound (pctNonACDInbound) | Calc | 100*totalNonACD/totalLoggedIn NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| % of Time in Consult (pctConsult) | Calc | 100*totalConsult/totalLoggedIn |
| % of Time in Internal (pctInternal) | Calc | 100*totalInternal/totalLoggedIn |
| % of Time in Outbound (pctOutbound) | Calc | 100*totalOutbound/total LoggedIn |
| CallsHandled (tnch) | Calc | SUM(nch) |
| CallsTransferred (tnct) | Calc | SUM(nct) |
| Consult Average Handle Time (avgConsult) | Calc | totalConsult/consultCalls |
| Inbound ACD Average Handle Time (avgACDInbound) | Calc | totalACD/ACDCalls NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| Inbound Non-ACD Average Handle Time (avgNonACDInbound) | Calc | totalNonACD/nonACDCalls NOTE: Dependent on filtered agent-level metrics. This metric is disabled by default. |
| Internal Average Handle Time (avgInternal) | Calc | totalInternal/internalCalls |
| LongestTalkTime (tltt) | Calc | MAX(ltt) |
| LongestWrapTime (tlacw) | Calc | MAX(lacw) |
| Outbound Average Handle Time (avgOutbound) | Calc | totalOutbound/outboundCalls |
| AverageHandleTime (taht) | Calc | SUM(tht)/SUM(nch) |
| AverageTalkTime (tatt) | Calc | SUM(ttt)/SUM(nch) |
| AverageWrapTime (taacw) | Calc | SUM(tacw)/SUM(nch) |
Web Chat
| Metric Name | Type | Calculation (Using Source Metrics) |
|---|---|---|
| ChatInProcess (team_wInProc) | Calc | SUM(wInProc) |
| ChatAccepted (team_wAcpt) | Calc | SUM(wAcpt) |
| ChatRejected (team_wRjct) | Calc | SUM(wRjct) |
| ChatPercentageRejected (team_wRjctPct) | Calc | SUM(wRjct)*100/SUM(wOffered) |
| ChatTimedOut (team_wTO) | Calc | SUM(wTO) |
| ChatPercentageTimedOut (team_wTOPct) | Calc | SUM(wTO)*100/SUM(wOffered) |
| ChatTransferred (team_wTxfrs) | Calc | SUM(wTxfrs) |
| ChatHandled (team_wH) | Calc | SUM(wH) |
| ChatOffered (team_wOffered) | Calc | SUM(wOffered) |
| ChatHandleTime (team_wHT) | Calc | SUM(wHT) |
| ChatAverageHandleTime (team_wAHT) | Calc | SUM(wHT)/SUM(wH) |
| Metric Name | Type | Calculation (Using Source Metrics) |
|---|---|---|
| EmailInProcess (team_eInProc) | Calc | SUM(eInProc) |
| EmailAccepted (team_eAcpt) | Calc | SUM(eAcpt) |
| EmailRejected (team_eRjct) | Calc | SUM(eRjct) |
| EmailPercentageRejected (team_eRjctPct) | Calc | SUM(eRjct)*100/SUM(eOffered) |
| EmailTimedOut (team_eTO) | Calc | SUM(eTO) |
| EmailPercentageTimedOut (team_eTOPct) | Calc | SUM(eTO)*100/SUM(eOffered) |
| EmailTransferred (team_eTxfrs) | Calc | SUM(eTxfrs) |
| EmailHandled (team_eH) | Calc | SUM(eH) |
| EmailOffered (team_eOffered) | Calc | SUM(eOffered) |
| EmailHandleTime (team_eHT) | Calc | SUM(eHT) |
| EmailAverageHandleTime (team_eAHT) | Calc | SUM(eHT)/SUM(eH) |