Agent Group Voice Metrics

The following Table lists Agent Group voice metrics.

Name/Internal Name	SGRT Table	Description/Notes	Source Metric Mapping > Advisor Metric	Definition Individual Agent Group	Interval/Time Profile	Unit	Totals and Averages
AHT S_AHT	AvgHandledCallsTimeTo5	Average handle time in seconds for calls answered.	Cisco ICM: SGRT. AvgHandledCallsTimeTo5 SGRT. CallsHandledTo5 Genesys: AvgHandledCallsTime* > AvgHandledCallsTimeTo5 CallsHandled* > CallsHandledTo5	AvgHandledCallsTimeTo5	5 Min (rolling/sliding)	Seconds	AvgHandledCallsTimeTo5 / number of agent groups average weighted by CallsHandledTo5, i.e. sum(AvgHandledCallsTimeTo5 * CallsHandledTo5) / sum(CallsHandledTo5)
ASA S_ASA	AnswerWaitTimeTo5 CallsHandledTo5	Average answer wait time in seconds for calls answered. Notes: ASA requires an Origination DN to be set on the Agent Group.	Cisco ICM: SGRT. AnswerWaitTimeTo5 SGRT. CallsAnsweredTo5 SGRT. CallsHandledTo5 Genesys: AnswerWaitTime* > AnswerWaitTimeTo5 CallsAnswered* > CallsAnsweredTo5 CallsHandled* > CallsHandledTo5	AnswerWaitTimeTo5/CallsAnsweredTo5 If CallsAnsweredTo5 = 0, the metric value is shown as N/A.	5 Min (rolling/sliding)	Seconds	SUM(AnswerWaitTimeTo5 /CallsAnsweredTo5) * CallsHandledTo5 /SUM(CallsHandledTo5) If SUM(CallsAnsweredTo5) = 0, the metric value is shown as N/A.
Avail Av	Avail	Number of agents currently in the Available state. Notes: ‘WaitForNextCall’ only.	Cisco ICM: SGRT.Avail Genesys: Avail* > SGRT.Avail Genesys individual agent state > AgentState	Avail	Point in Time	Count	A count of distinct agents currently in Available states. Cisco: AgentState=3 (Ready) Genesys: AgentState=115 (WaitForNextCall)
AvgACW AvgACW_S	WorkReadyTimeTo5 WorkNotReadyTimeTo5 CallsHandledTo5	Average time in seconds spent on after-call work including entering data, filling out forms and making outbound calls necessary to complete the transaction. Notes: The field WorkNotReadyTime is always NULL in Genesys, but is also meaningless. ACW Time is put into WorkReadyTime, so the Genesys formula is correct despite having a NULL value. It is treated like a zero.	Cisco ICM: SGRT. WorkReadyTimeTo5 SGRT. WorkNotReadyTimeTo5 SGRT. CallsHandledTo5 Genesys: WorkReadyTime* > WorkReadyTimeTo5 CallsHandled* > CallsHandledTo5 0 WorkNotReadyTimeTo5 is always 0.	(WorkReadyTimeTo5 + WorkNotReadyTimeTo5)/ CallsHandledTo5 If CallsHandledTo5 = 0, the metric value is shown as N/A.	5 Min (rolling/sliding)	Seconds	SUM(WorkReadyTime+WorkNotReadyTimeTo5) / SUM(CallsHandledTo5) If SUM(CallsHandledTo5) = 0, the metric value is shown as N/A.
AvgAcwTime AvgAcwTime	WorkReadyTimeTo5 ACWStatusTo5	Average time spent on rework for inbound voice. The time spent on inbound or outbound calls made during the rework time is also considered as rework time. No differentiation between initial and secondary contact. Notes: Replaces WrapUp in 8.1.2	Cisco ICM: N/A Genesys: WorkReadyTime* > WorkReadyTimeTo5 ACWStatus* > ACWStatusTo5	WorkReadyTimeTo5/ACWStatusTo5 If ACWStatusTo5 = 0, the metric value is shown as N/A.	5 Min (rolling/sliding)	Seconds	SUM(WorkReadyTimeTo5)/SUM(ACWStatusTo5) If SUM(ACWStatusTo5 ) = 0, the metric value is shown as N/A.
AvgTalk AvtT	AvgHandledCallsTalkTimeTo5	Average talk time in seconds for calls.	Cisco ICM: SGRT.AvgHandledCallsTalkTimeTo5 Genesys: AvgHandledCallsTalkTime* > AvgHandledCallsTalkTimeTo5	AvgHandledCallsTalkTimeTo5	5 Min (rolling/sliding)	Seconds	SUM(AvgHandledCallsTalkTimeTo5 * CallsHandledTo5) / SUM(CallsHandledTo5) If SUM(CallsHandledTo5)=0, the metric value is shown as N/A.
AvgTalkTime AvgTalkTime	TalkAndHoldTimeTo5 CallsReceivedInternalTo5 CallsHandledTo5 CallsPartyChangedTo5	Average time spent talking on inbound voice. No differentiation between initial and secondary contact. Notes: Replaces Talk in 8.1.2.	Cisco ICM: N/A Genesys: TalkAndHoldTime* > TalkAndHoldTimeTo5 CallsReceivedInternal* > CallsReceivedInternalTo5 CallsReceivedInternal* > CallsReceivedInternalTo5 CallsHandled* > CallsHandledTo5 CallsPartyChanged* > CallsPartyChangedTo5	TalkAndHoldTimeTo5 / (CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) If CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding)	Seconds	SUM(TalkAndHoldTimeTo5)/SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) If SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5)=0, the metric value is shown as N/A.
BusyOther BO		Number of agents currently in the BusyOther state. Notes: Not returned in Genesys.	Cisco ICM: SGRT.BusyOther ASGRT.AgentState Genesys: N/A	BusyOther	Point in Time	Count	A count of distinct agents currently in BusyOther state. Cisco: AgentState=7 (BusyOther)
Calls Offered O	CallsOfferedTo5	Number of calls offered.	Cisco ICM: SGRT.CallsOfferedTo5 Genesys: CallsOffered* > CallsOfferedTo5	CallsOfferedTo5	5 Min (rolling/sliding)	Count	sum(CallsOfferedTo5)
DateTime		Not displayed. The date and time that this data last updated. Used to calculate longest queue and longest available agent.
Handled Ha	CallsHandledTo5	Number of calls handled.	Cisco ICM: SGRT.CallsHandledTo5 Genesys: CallsHandled* > CallsHandledTo5	CallsHandledTo5	5 Min (rolling/sliding)	Count	sum(CallsHandledTo5)
Hold H	Hold	Number of agents that have all active calls on hold. The agent is not in the Hold state with one call on hold while talking on another call (for example, a consultative call). The agent must have all active calls on hold. Notes: Hold Status = CallOnHold	Cisco ICM: SGRT.Hold ASGRT.AgentState Genesys: Hold* > Hold Genesys individual agent state > AgentState	Hold	Point in Time	Count	A count of distinct agents that currently are in states CallsOnHold. Cisco: AgentState = 10 (CallOnHold) Genesys: AgentState = 110 (CallOnHold)
LoggedIn LO	LoggedOn	Number of agents that are currently logged on in zero or more agent groups assigned to take interactions. This count is updated each time an agent logs on and each time an agent logs off. Notes: Any status exc. Logged Out or Not Monitored	Cisco ICM: SGRT.LoggedOn ASGRT.AgentState Genesys: LoggedOn* > LoggedOn Genesys individual agent state > AgentState	LoggedIn	Point in Time	Count	A count of distinct agents that currently are not in LoggedOff state. Cisco: AgentState: <> 0 ( Logged Off) Genesys: AgentState <>116(LoggedOut) and AgentState <>101(NotMonitored) and AgentState <>102(Monitored)
LoggedOn	LoggedOnVoice	Number of agents logged on to voice.	Cisco ICM: N/A Genesys: LoggedOnVoice* > LoggedOnVoice	Cisco: N/A Genesys: LoggedOnVoice	Point-in-Time	Count	Cisco: N/A Genesys: SUM(LoggedOnVoice)
LoggedOnNet	LoggedOnVoice, NotReadyVoice, NotReadyVoiceF1, NotReadyVoiceF2	The number of agents logged on to voice minus those not ready or non-productive.	Cisco ICM: N/A Genesys: LoggedOnVoice* > LoggedOnVoice NotReadyVoice* > NotReadyVoice NotReadyVoice* + Filter1 > NotReadyVoiceF1 NotReadyVoice* + Filter2 > NotReadyVoiceF2	Cisco: N/A Genesys: LoggedOnVoice - (NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2)	Point-in-Time	Count	Cisco: N/A Genesys: SUM(LoggedOnVoice - (NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2))
LongAvail LA	LongestAvailAgent	Time in seconds that the longest available agent has been available.	Cisco ICM: SGRT. LongestAvailAgent SGRT.DateTime Genesys: LongestAvailAgent* > LongestAvailAgent DateTime	max((DateTime-LongestAvailAgent) * 24 * 60 * 60)	Point in Time	Seconds	max((DateTime-LongestAvailAgent) * 24 * 60 * 60)
LongQueue LQ	LongQueue	Time in seconds that the currently longest (oldest) call has been in queue. Notes: Not Returned in Genesys	Cisco ICM: SGRT. LongestCallQ SGRT.DateTime Genesys: N/A	(DateTime - LongestCallQ) * 24 * 60 * 60	Point in Time	Seconds	max((DateTime - LongestCallQ) * 24 * 60 * 60)
NotReady NR	NotReady, WorkNotReady	Number of agents in the Not Ready or Work Not Ready (ACW, Wrap) state. Notes: Not Ready Status is NotReadyForNextCall ACW status is AfterCallWork.	Cisco ICM: SGRT.NotReady SGRT.WorkNotReady ASGRT.AgentState Genesys: NotReady* > NotReady WorkNotReady is always 0.	NotReady + WorkNotReady	Point in Time	Count	A count of distinct agents currently in Not Ready states. Cisco: AgentState=2 (NotReady) or AgentState=5 (WorkNotReady) Genesys AgentState=113 (NotReadyForNextCall)
Queue Q	Queue	Number of calls currently queued. Notes: Not returned in Genesys	Cisco ICM: ASGRT.CallsQueuedNow Genesys: N/A	CallsQueuedNow		Count	SUM(CallsQueuedNow)
Ready R	Ready	Number of agents in the Ready state. Notes: Any status except: NotReadyForNextCall LoggedOut NotMonitored	Cisco ICM: SGRT. NotReady SGRT. WorkNotReady ASGRT.AgentState Genesys: Ready* > Ready Genesys individual agent state. > AgentState	Ready		Count	A count of distinct agents currently in Ready states. Cisco: AgentState<>2 (NotReady) and AgentState<>5 (WorkNotReady) and AgentState<>0 (Logged Off) Genesys: AgentState<>113 (NotReadyForNextCall) and AgentState<>116(LoggedOut) and AgentState<>101(NotMonitored) and AgentState<>102(Monitored)
TalkIn TI	TalkingIn	Number of inbound calls currently associated with the agent group.	Cisco ICM: SGRT. TalkingIn Genesys: TalkingIn* > TalkingIn	TalkingIn		Count	Cisco: SUM(TalkingIn) Genesys: A count of distinct agents currently in TalkingIn state. Genesys AgentState = 107 (TalkingIn) In mixed environment, Genesys TalkingIn state count is added to SUM(TalkingIn).
Talking T	TalkingIn TalkingOut TalkingOther	Number of calls currently associated with the agent group.	Cisco ICM: SGRT.TalkingIn SGRT.TalkingOut SGRT.TalkingOther SGRT.TalkingPreview SGRT. TalkingReserve SGRT.TalkingAutoOut Genesys: TalkingIn* > TalkingIn TalkingOut* > TalkingOut TalkingOther* > TalkingOther TalkingPreview, TalkingReserve, TalkingAutoOut are always = 0	TalkingIn + TalkingOut + TalkingOther + TalkingPreview + TalkingReserve + TalkingAutoOut	Point-in-Time		Cisco: SUM(TalkingIn + TalkingOut + TalkingOther + TalkingPreview + TalkingReserve + TalkingAutoOut) Genesys: A count of distinct agents currently in Talking state. Genesys AgentState IN (105,107,108,109,112) (Talking) In mixed environment, Genesys Talking state count is added to SUM(TalkingIn + TalkingOut + TalkingOther + TalkingPreview + TalkingReserve + TalkingAutoOut)
TalkOut TIkO	TalkingOut	Number of outbound calls currently associated with the agent group.	Cisco ICM: SGRT.TalkingOut Genesys: TalkingOut* > TalkingOut	TalkingOut			Cisco: SUM(TalkingOut) Genesys: A count of distinct agents currently in TalkingOut state. Genesys AgentState = 109 (TalkingOut) In mixed environment, Genesys TalkingOut state count is added to SUM(TalkingOut).
Util% U	PercentUtilizationTo5	Percentage of Ready time that agents spent talking or doing call work. This is the percentage of time agents spend working on calls versus the time agents were ready.	Cisco ICM: SGRT. PercentUtilizationTo5 Genesys: PercentUtilization*/100 > PercentUtilizationTo5	PercentUtilizationTo5*100%	5 Min (rolling/sliding)	Percent	SUM(PercentUtilizationTo5 * CallsHandledTo5) / SUM(CallsHandledTo5) * 100 If SUM(CallsHandledTo5)=0, the metric value is shown as N/A.
Wrap W	WorkReady WorkNotReady	Number of agents in the Work Ready and Work Not Ready (ACW, Wrap) states. Notes: WorkNotReady does not exist in Genesys, so is always NULL. Formula for Genesys is therefore =WorkReady.	Cisco ICM: SGRT. WorkReady SGRT. WorkNotReady Genesys: NotReady* > WorkReady WorkNotReady is always 0.	WorkReady + WorkNotReady	5 Min (rolling/sliding)	Count	Cisco: SUM(WorkReady + WorkNotReady) Genesys: A count of distinct agents currently in AfterCallWork state. Genesys AgentState = 117 (AfterCallWork) In mixed environment Genesys AfterCallWork state count is added to SUM(WorkReady + WorkNotReady).
% Handlingtime (plus Campaign Calls / SignOn Time) PctHCpgnSo	TalkAndHoldTimeF1To5 OuboundTalkTimeF1to5 LoggedOnVoiceTimeTo5	Percentage of time spent handling campaign calls versus the time logged on to voice.	Cisco ICM: N/A Genesys: Total_Outbound_Talk_Time*+Filter > OutboundTalkTimeF1To5 TalkAndHoldTime*+Filter > TalkAndHoldTimeF1To5 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	(OutboundTalkTimeF1To5+TalkAndHoldTimeF1To5)/LoggedOnVoiceTimeTo5*100 If LoggedOnVoiceTimeTo5=0,the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	SUM(TalkTimeF1To5+OutboundTalkTimeF1To5) / SUM(LoggedOnVoiceTimeTo5) * 100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
% Idle to SignOn PctIdleSo	NotReadyVoiceTimeTo5 NotReadyVoiceTimeF1To5 NotReadyVoiceTimeF2To5 LoggedOnVoiceTimeTo5	Percentage of time spent in the not ready, non-productive state versus the time logged on to voice. The time spent on incoming or outgoing extension calls made during this state is added to the not ready time.	Cisco ICM: N/A Genesys: NotReadyVoiceTime* > NotReadyVoiceTime NotReadyVoiceTime*+Filter1 > NotReadyVoiceTimeF1 NotReadyVoiceTime*+Filter2 > NotReadyVoiceTimeF1 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	(NotReadyVoiceTimeTo5 - NotReadyVoiceTimeF1To5 - NotReadyVoiceTimeF2To5) / LoggedOnVoiceTimeTo5 * 100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	SUM(NotReadyVoiceTimeTo5-NotReadyVoiceTimeF1To5 - NotReadyVoiceTimeF2To5) / SUM(LoggedOnVoiceTimeTo5) * 100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
% Inbound to SignOn PctibSo	TalkAndHoldTimeTo5 WorkReaadyTimeTo5 LoggedOnVoiceTimeTo5	Percentage of time spent handling inbound voice versus the time logged on to voice.	Cisco ICM: N/A Genesys: TalkAndHoldTime* > TalkAndHoldTimeTo5 WorkReadyTime* > WorkReadyTimeTo5 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	(TalkAndHoldTimeTo5+WorkReadyTimeTo5)/LoggedOnVoiceTimeTo5,0)*100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	SUM(TalkTimeTo5 + WorkReadyTimeTo5 +HoldTimeTo5)/ SUM(LoggedOnVoiceTimeTo5)*100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
% Ready to SignOn PctRSo	AvailableTimeTo5 LoggedOnVoiceTimeTo5	Percentage of time that agents were ready versus the time they were logged on to voice.	Cisco ICM: N/A Genesys: AvailableTime* > AvailableTimeTo5 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	AvailableTimeTo5 / LoggedOnVoiceTimeTo5*100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	sum(AvailableTimeTo5) / sum(LoggedOnVoiceTimeTo5) * 100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
% Uncontrolled Outbound to SignOn PctUobSo	OutboundTalkTime LoggedOnVoiceTimeTo5	Percentage of handling time for uncontrolled outbound voice versus the time that agents were logged on to voice. For uncontrolled outbound no dialer supported campaign calls are included.	Cisco ICM: N/A Genesys: OutboundTalkTime*+Filter > OutboundTalkTimeF1To5 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	OutboundTalkTimeF1To5/LoggedOnVoiceTimeTo5*100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	SUM(OutboundTalkTimeF1To5)/SUM(LoggedOnVoiceTimeTo5)*100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
% WF-NCRMT to SignOn PctWFncrmtSo	NotReadyVoiceTimeF2To5 LoggedOnVoiceTimeTo5	Percentage of time that agents remained not ready for voice due to the reason codes specified in the filter versus the time agents were logged on to voice. The time spent on incoming or outgoing extension calls made during this state is added to the not ready time.	Cisco ICM: N/A Genesys: NotReadyVoiceTime*+Filter > NotReadyVoiceTimeF2To5 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	NotReadyVoiceTimeF2To5 / LoggedOnVoiceTimeTo5 * 100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	SUM(NotReadyVoiceTimeF2To5) / sum(LoggedOnVoiceTimeTo5)* 100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
% WF-RC2 to SignOn PctWFrc2So	NotReadyVoiceTimeF1To5 LoggedOnVoiceTimeTo5	Percentage of time that agents remained not ready for voice due to reason code 2 versus the time they were logged on to voice. The time spent on incoming or outgoing extension calls made during this state is added to the not ready time.	Cisco ICM: N/A Genesys: NotReadyVoiceTime* > NotReadyVoiceTimeF1To5 LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	NotReadyVoiceTimeF1To5 / LoggedOnVoiceTimeTo5 * 100 If LoggedOnVoiceTimeTo5=0, the metric value is shown as N/A.	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Percent	SUM(NotReadyVoiceTimeF1To5) / SUM(LoggedOnVoiceTimeTo5) * 100 If SUM(LoggedOnVoiceTimeTo5)=0, the metric value is shown as N/A.
AvailVoice	VoiceAvail	The number of agents currently ready and waiting for next voice.	Cisco ICM: N/A Genesys: VoiceAvail* > VoiceAvail	VoiceAvail	Point in Time	Count	sum(VoiceAvail)
CHT-P CHT-P	TalkAndHoldTimeTo5 WorkReadyTime CallsReceivedInternal CallsHandled CallsPartyChanged	Average handling time for voice. The calculation includes the total time spent on rework, hold time, and the time spent on the inbound, outbound and extension calls answered during the rework. The time spent on inbound callbacks is also considered.	Cisco ICM: N/A Genesys: TalkAndHoldTime* > TalkAndHoldTime WorkReadyTime* > WorkReadyTimeTo5 CallsHandled* > CallsHandledTo5 CallsReceivedInternal* > CallsReceivedInternalTo5 > CallsPartyChangedTo5 CallsPartyChanged* > CallsPartyChangedTo5	(TalkAndHoldTimeTo5 + WorkReadyTimeTo5)/(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) If (CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) =0, the metric value is shown as N/A	30 Min (since start of current half-hour) 60 Min (rolling/sliding) Today/Daily(since midnight)	Seconds	SUM(TalkAndHoldTimeTo5 + WorkReadyTimeTo5)/ SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) If SUM(CallsReceivedInternalTo5 + CallsHandledTo5 - CallsPartyChangedTo5) =0, the metric value is shown as N/A.
Handling Campaign Calls HCpgn	TalkingInF1 TalkingOutF1 TalkingOtherF1	Number of agents currently handling a campaign call.	Cisco ICM: N/A Genesys: TalkingIn* + Filter > TalkingIn TalkingOut* + Filter > TalkingOut TalkingOther* + Filter > TalkingOther	TalkingInF1 + TalkingOutF1 + TalkingOtherF1	Point in Time	Count	SUM(TalkingInF1 + TalkingOutF1 + TalkingOtherF1)
HandlingVoice HVoice	TalkingIn TalkingOther	Number of agents talking on inbound (ACD) calls.	Cisco ICM: N/A Genesys: TalkingIn* + Filter > TalkingIn TalkingOther* + Filter > TalkingOther	TalkingIn + TalkingOther	5 Min (rolling/sliding)	Count	sum(TalkingIn + TalkingOther)
HandlingNonVoice HandlingNonVoice	HandlingF1 (F1 = MediaType!=Voice)	Number of agents currently involved in a non-voice interaction.	Cisco: N/A Genesys: CurrentNumberHandling	N/A (this is a source metric, no computation at agent level).	Point-in-time	Count	SUM(HandlingNonVoice)
Retrieved calls [FILTERn] Rtr RtrF1 RtrF2 RtrFn Note: Only Rtr is supported in WA. CCAdv supports Rtr, RtrF1, RtrF2 … RtrFn. There is only one metric called Retrieved Calls in WA (without filter). There are multiple Retrieved Calls metrics in CCAdv (without filter and with filters).	CallsReceivedInternalFnTo5 CallsHandledFnTo5 CallsPartyChangedFnTo5	Number of calls answered by the selected group (not filtered or filtered).	Genesys Agent Groups CallsReceivedInternal* (+ Filter) > CallsReceivedInternal(Fn)To5 CallsHandled* (+Filter) > CallsHandled(Fn)To5 CallsPartyChanged* > CallsPartyChanged(Fn)To5	CallsReceivedInternal(Fn)To5 + CallsHandled(Fn)To5 – CallsPartyChanged(Fn)To5	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Count	sum(CallsReceivedInternal(Fn)To5 + CallsHandled(Fn)To5 –CallsPartyChanged(Fn)To5)
SignOn So		Total time spent logged on to voice.	Cisco ICM: N/A Genesys: LoggedOnVoiceTime* > LoggedOnVoiceTimeTo5	LoggedOnVoiceTimeTo5	5 Min (rolling/sliding) 30 Min (since start of current half-hour)	Minutes	sum(LoggedOnVoiceTimeTo5)
NotReady (CRMT) NRcrmt	NotReadyVoiceF1	Number of agents in the not ready state due to reason code 2 (CRMT).	Cisco ICM: N/A Genesys: NotReadyVoice* > NotReadyVoiceF1	NotReadyVoiceF1	Point in Time	Count	sum(NotReadyVoiceF1)
NotReady (not productive) NRnp	NotReadyVoice NotReadyVoiceF1 NotReadyVoiceF2	Number of agents in the not ready, non-productive state.	Cisco ICM: N/A Genesys: NotReadyVoice* + Filter1 > NotReadyVoiceF1 NotReadyVoice* + Filter2 > NotReadyVoiceF2	NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2 NotReadyVoiceF3	Point in Time	Count	sum(NotReadyVoice - NotReadyVoiceF1 - NotReadyVoiceF2)
NotReady (other productive) NRothp	NotReadyVoiceF2 NotReadyVoiceF3	Number of agents in the not ready state due to the reason codes specified in the filter. The reason code list is not exhaustive and includes all productive reasons other than reason code 2.	Cisco ICM: N/A Genesys: NotReadyVoice* + Filter2 > NotReadyVoiceF2 NotReadyVoice* + Filter3 > NotReadyVoiceF3	NotReadyVoiceF2+ NotReadyVoiceF3	Point in Time	Count	sum(NotReadyVoiceF2+ NotReadyVoiceF3)