CCAdv and WA Metrics

The tables on the following pages provide descriptions of the default (out-of-box) Contact Center Advisor and Workforce Advisor metrics:

• CCAdv Application Voice and Alert Metrics
• WA Voice Metrics
• Agent Group Voice Metrics
• Alert Metrics
• Queue Metrics and Agent Stats
• Agent Group Metrics
• CCAdv Web and Email Metrics
• Stat Server Definitions for CCAdv/WA Source Metrics

For your reference, the following sections describe the Genesys intelligent Workload Distribution (iWD) metrics for queue activity (Interaction Queues) and agent group activity that are available in CCAdv/WA:

• iWD Application Metrics (CCAdv)
• iWD Agent Group Metrics