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Genesys Interactive Insights

Also known as GI2.

  • For Genesys Engage cloud customers, Genesys Interactive Insights (GI2) is deprecated as of November 20, 2020.
  • For Genesys Engage on-premises customers, GI2 8.5 entered End of Life (EOL) on January 25, 2019 and End of Maintenance on July 28, 2020, and reaches End of Support on January 24, 2021.

Genesys CX Insights (GCXI) replaces GI2 as the presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services. If you have questions, contact your account representative.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Genesys Interactive Insights 8.5 Universe Guide Supplement

This page supplements the Genesys Interactive Insights Universe Guide by providing information about changes introduced in release 8.5.x of Genesys Interactive Insights (GI2).

Post Call Survey

New classes and dimensions were added to support Post Call Survey. (GII-5536)

Important
Post Call Survey is supported in GI2 8.5 releases, and also in GI2 8.1.106.12 and later 8.1.1 releases.

Post Call Survey-related Dimensions

Dimension Description Classes Data Mart Table.Column Internal Metric ID LOV Data Type
New Dimensions to support Post Call Survey
Agent Score This hidden dimension enables data to be organized by the agent score assigned by the customer during post call survey.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_1

.SURVEY_IAGENTSCORE

T_SURVEY_IAGENTSCORE

A_SURVEY_IAGENTSCORE

None Number
Call Score This hidden dimension enables data to be organized by the overall call score assigned by the customer during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_1

.SURVEY_ICALLSCORE

T_SURVEY_ICALLSCORE

A_SURVEY_ICALLSCORE

None Number
Company Score This hidden dimension enables data to be organized by the overall score assigned to the company by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_1

.SURVEY_ICOMPANYSCORE

T_SURVEY_ICOMPANYSCORE

A_SURVEY_ICOMPANYSCORE

None Number
Product Score This hidden dimension enables data to be organized by the overall score assigned to the product by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_1

.SURVEY_IPRODUCTSCORE

T_SURVEY_IPRODUCTSCORE

A_SURVEY_IPRODUCTSCORE

None Number
IQ1 This hidden dimension enables data to be organized by answers given by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_1

.SURVEY_IQ1

T_SURVEY_IQ1

A_SURVEY_IQ1

None Number
IQ2 ... IQ4 These three hidden dimensions enable data to be organized by answers given by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_2

.SURVEY_IQ2 ... POST_CALL_SURVEY_DIM_2 .SURVEY_IQ4

T_SURVEY_IQ2 ... T_SURVEY_IQ4

A_SURVEY_IQ2 ... A_SURVEY_IQ4

None Number
SQ1 ... SQ2 These two hidden dimensions enable data to be organized by answers given by customers during post-call surveys.
  • Business Attribute\BA Call Survey
  • Agent\Activity Call Survey
 POST_CALL_SURVEY_DIM_2

.SURVEY_SQ1 ... POST_CALL_SURVEY_DIM_2 .SURVEY_SQ2

T_SURVEY_SQ1 ... T_SURVEY_SQ2

A_SURVEY_SQ1 ... A_SURVEY_SQ2

None Number

Post Call Survey-related Classes

Class Description Dimension Member(s) Condition(s) Measure Member(s) Used In
New Classes to support Post Call Survey
Agent\Activity\Activity Call Survey All members of this hidden class enable the organization and filtering of Info Mart data based on Post Call Survey user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Agent Score, Call Score, Company Score, IQ1, IQ2, IQ3, IQ4, Product Score, SQ1, SQ2 None None None
Business Attribute\BA Call Survey All members of this hidden class enable the organization, measurement, and filtering of Info Mart data based on the business attributes that are associated with Post Call Survey. Counts and duration measures are attributed to the reporting interval in which consult interactions began within the contact center. Agent Score, Call Score, Company Score, IQ1, IQ2, IQ3, IQ4, Product Score, SQ1, SQ2 None None None

Low cardinality User data

New classes enable the inclusion of low cardinality data (from USER_DATA_CUST_DIM_1/ USER_DATA_CUST_DIM_2) in Detail reports. (GII-5548)

Low cardinality User data-related Classes

Dimension 1...Dimension 10 were updated to include the following new classes:

Class Description Dimension Member(s) Condition(s) Measure Member(s) Used In
New Classes to support Low Cardinality User Data in Detail classes
Detail\Handling Attempt\Handling Attempt User Data Example All members of this class enable the organization and filtering of Info Mart data based on user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Dimension 1...Dimension 10 None None None
Transfer\Transfer User Data Example\Source All members of this class enable the organization and filtering of Info Mart data based on user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Dimension 1...Dimension 10 None None None
Transfer\Transfer User Data Example\Target All members of this class enable the organization and filtering of Info Mart data based on user data dimensions. Refer to “Using Attached Data” in the Genesys Interactive Insights User’s Guide for information about how to use elements in this class. Dimension 1...Dimension 10 None None None

Detail query optimization

A new template condition, PreSetAndDayAndTimeRange MSSQL, was added to the Service Objects class to improve performance of Detail reports on MSSQL Server partitioned databases. To force MSSQL Server to perform partition elimination in Detail reports, you can include this template in standard PreSetAndDayAndTimeRange conditions from the Detail class.

Detail query optimization-related Conditions

Condition Description Classes LOV
New Conditions
PreSetAndDayAndTimeRange MSSQL This condition is a template for an SQL statement that you can add to the following conditions (for MSSQL only):
  • Detail\Handling Attempt\PreSetAndDayAndTimeRange
  • Detail\Transfer\PreSetAndDayAndTimeRange
  • Detail\State\Agent State PreSetAndDayAndTimeRange
  • Detail\State\Agent State Reason PreSetAndDayAndTimeRange
  • Detail\Ixn State\Ixn State PreSetAndDayAndTimeRange
  • Detail\Callback Detail\PreSetAndDayAndTimeRange

The SQL to be inserted must appear in place of “<...NEW SQL PART...>” in the following context: 

(SELECT Min(DATE_TIME_KEY) FROM DATE_TIME WHERE CAL_DATE IN (SELECT Max(CAL_DATE) FROM DATE_TIME WHERE CAL_DATE <= @Prompt(End Time:)))
  <...NEW SQL PART...>
 )
 OR

Where: <...NEW SQL PART...> is the SQL statement to be inserted.


Use the following syntax: Condition "PreSetAndDayAndTimeRange MSSQL" in Service objects class 

AND @Select(<Universe class name>\Start DateTime Key) BETWEEN 
(DATEDIFF(s, '01/01/1970 00:00:00', @Prompt(Start Time:)) - 16*3600) 
and 
(DATEDIFF(s, '01/01/1970 00:00:00', @Prompt(End Time:)) + 16*3600)

Where: <UNIVERSE_CLASS_NAME> is the appropriate universe class name associated with Start DateTime Key measure from the Detail class. For example, for the Transfer Details Report, replace <UNIVERSE_CLASS_NAME> with @Select(Transfer\Start DateTime Key).
Note: This condition links to the Start DateTime Key measure. This should not be confused with the similarly-named Agent State Reason PreSetAndDayAndTimeRange condition, which links to the Reason Start DateTime Key measure instead.

Service Objects None

Callback

Callback allows customers to provide a number at which the system can call them back when an agent is available; so your customers spend less time on hold, reducing customer frustration and freeing up valuable system resources.

Starting with release 8.5.0, GI2 supports Callback reporting by providing 2 new reports, 2 new classes, 11 new dimensions, 6 new conditions, 2 new List of Values (lov), and more than 80 new measures. Callback is also supported in some release 8.1.1 cloud deployments.

For information about configuring callback reporting, see Callback Reporting, and see also the information in the Genesys Interactive Insights Deployment Guide about configuring Interaction Concentrator (ICON) and Genesys Mobile Services (GMS) to enable Callback reporting.

Callback reports

Two reports are added to support callback.

The Callback Summary Report

Callback Summary Report

Use the Callback Summary Report to assess overall callback success rates in your contact center. The report shows, at a glance, the number and percentage of offered callbacks that were successful, versus how many were declined, canceled, or abandoned.

In addition to the Main tab, this report offers four tabs that you can use to see:

  • A breakdown of callback activity by offer type
  • The cost savings from callback
  • The number of attempts required to complete callbacks
  • A breakdown of the customer wait times

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Summary_Report.pdf

The following table explain the prompts you can select when you generate the Callback Summary Report.

Prompt Description
Pre-set Day Filter Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time Choose the day and time at which to stop collecting data into the report.
Queue Select one or more queues from which to gather data into the report. Default: ALL
Channel Enter one or more channels from which to gather data into the report. Default: ALL
Callback Type Select from the list to limit the report to one or more callback types. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Minute Price Enter a price-per-minute, which is used to calculate cost savings.

The Callback Details Report

Callback Details Report

Use the Callback Details Report to learn exactly what happened with each callback scheduled in your contact center, including the time at which each state in the call began and ended, and the duration of each state.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Callback_Details_Report.pdf

The following table explain the prompts you can select when you generate the Callback Details Report.

Prompt Description
Pre-set Day Filter Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values.
Start Time Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
End Time Choose the day and time at which to stop collecting data into the report.
Queue Select one or more queues from which to gather data into the report. Default: ALL
Customer Phone Number Select one or more customer phone numbers for which to gather data into the report. Default: ALL
Tenant Select one or more tenants to include in the report. Default: ALL
Final or Not Enter 1 to restrict the report to only those calls where callback was dialed, or enter 0 to include all scheduled Callbacks, even if they were never dialed.

Callback-related classes

Callback Callback Detail
New Classes to support Callback
Description All members of this class enable the organization, measurement, and filtering of information relating to Callback. All members of this class enable the organization, measurement, and filtering of information relating to Callback.
Dimension Member(s) Callback Direction, Callback Offer Type, Callback Type, Channel, Dial Dialog Result, Final Dial Result, Final Target, Offer Timing, Order Connect, Queue, Queue Type Queue, Queue Type
Condition(s) DateRange, PreSetAndDateRange, PreSetAndDate, Minute Price, Queue, Channel, Callback Type PreSetAndDayAndTimeRange, Queue, Final, Phone Number
Measure Member(s) Abandon Waiting For Agent, % Abandoned, Accepted, Accepted Immediate, Accepted Scheduled, Accepted Wait for Agent, Added Agents, Avg Added Agents, Attempt 1, Attempt 2, Attempt 3, Attempt 4, Attempted, Callback Attempts, Callbacks, Canceled, % Canceled, Customer Connected, % Customer Connected, Declined, % Declined, Establish Time, Max Establish Time, Expected Wait Time, Max Expected Wait Time, Expected Wait Time when Offered, Max Expected Wait Time when Offered, Min Expected Wait Time when Offered, Failed Transfers before Agent is connected, Failed Transfers to Agent, Offer Time, Avg Offer Time, Max Offer Time, Offered, Offline Waiting Time, Max Offline Waiting Time, Position in Queue, Max Position in Queue, Position in Queue when Offered, Max Position in Queue when Offered, Min Position in Queue when Offered, Requested Agent Assistance, Saved Time, Avg Saved Time, Max Saved Time, Min Saved Time, Successful, % Successful, Time To Abandon Waiting For Agent, Avg Time To Abandon, Max Time To Abandon, Waiting For Agent, Time To Wait For Agent, Avg Time To Wait For Agent, Max Time To Wait For Agent, Timeout Waiting, % Unsuccessful, Start Date Time Key Abandoned Waiting, Accepted, Added Agent, Callback Accepted Timestamp, Callback Attempts, Callback Offer Time, Callback Offered Timestamp, Callback Offers per Session, Connect Waiting Time, Customer Connected Timestamp, Customer Phone Number, Customer Ready To Start Timestamp, Desired Time, Establish Time, Expected Wait Time, Expected Wait Time when Offered, Final, Last Callback Offer Time, Last Callback Offered Timestamp, Offered, Offline Waiting Time, Position in Queue, Position in Queue when Offered, Push Delivery Confirmed Timestamp, Ready to Start Timestamp, Requested Agent Assistance, Service ID, Service Start Timestamp, Timeout Waiting, Transfer Failed, Start Date Time Key
Used In Dimensions and measures in this class are used exclusively by the Callback Summary Report. Dimensions and measures in this class are used exclusively by the Callback Details Report.

Callback-related dimensions

Dimension Description Classes Data Mart Table.Column Internal Metric ID LOV Data Type
New Dimensions to support Callback
Callback Direction This dimension enables data to be organized based on which party originated the call.

Values={CUSTOMER_TERMINATED, CUSTOMER_ORIGINATED}

Callback CALLBACK_DIM_2

.CALL_DIRECTION

CB_CALL_DIRECTION None Character
Callback Offer Type This dimension enables data to be organized based on the type of callback offer that was presented to the customer.

Values: {SCHEDULED, WAIT_FOR_AGENT, COMBINED_SCHEDULED_AND_WAIT_FOR_AGENT} For example:

  • During off-hours, only the scheduled option is available.
  • Business rules can also allow only wait_for_agent option during on-hours, or a combination of scheduled and wait_for_agent.
 Callback CALLBACK_DIM_1

.CALLBACK_OFFER_TYPE

CB_CALLBACK_OFFER_TYPE None Character
Callback Type This dimension enables data to be organized based on the type of callback.

Values: {IMMEDIATE,WAIT_FOR_AGENT, SCHEDULE}

Callback CALLBACK_DIM_1.CALLBACK_TYPE CB_CALLBACK_TYPE callbacktype_lov Character
Channel This dimension enables data to be organized based on the Callback origination channel.

Values={ivr, web}.

Callback CALLBACK_DIM_1.CHANNEL CB_CHANNEL callbackchannel_lov Character
Dial Dialog Result This dimension enables data to be organized based on the cause of the final dialing result.

Values={RIGHT_PERSON, WRONG_PERSON, CANCELED}

Callback CALLBACK_DIM_2.DIAL_DIALOG_RESULT CB_DIAL_DIALOG_RESULT None Character
Final Dial Result This dimension enables data to be organized based on the final dialing result.

Values={BUSY, NO_ANSWER, ANSWERING_MACHINE, ERROR_TONE, FAX, PERSON, REDIAL_LIMIT_REACHED}

Callback CALLBACK_DIM_2.FINAL_DIAL_RESULT CB_FINAL_DIAL_RESULT None Character
Offer Timing This dimension enables data within the reporting interval to be organized based on whether the callback arrived during normal hours of operation, or during off-hours.

Values={OFF-HOURS, ON-HOURS}:

  • OFF-HOURS: callback (typically scheduled only) was offered during non-operational hours
  • ON-HOURS: callback was offered during operational (business) hours
 Callback CALLBACK_DIM_2.OFFER_TIMING CB_OFFER_TIMING None Character
Order Connect This dimension enables data within the reporting interval to be organized based on the order in which the parties connected.

Values={CUSTOMER_FIRST, AGENT_FIRST_PREVIEW, AGENT_FIRST_NO_PREVIEW}.

Callback CALLBACK_DIM_1.CONNECT_ORDER CB_CONNECT_ORDER None Character
Callback/Queue This dimension enables data within the reporting interval to be organized based on the name of the virtual queue. Callback RESOURCE_Q.RESOURCE_NAME CB_RESOURCE_NAME queue_lov Character
Callback/Queue Type This dimension enables data within the reporting interval to be organized based on the type of the virtual queue. Callback RESOURCE_Q.RESOURCE_TYPE Character
Callback Detail/Queue This dimension enables data within the reporting interval to be organized based on the name of the virtual queue. Callback Detail RESOURCE_Q.RESOURCE_NAME

WHERE RESOURCE_Q.RESOURCE_TYPE_CODE in ('QUEUE','NONE','UNKNOWN')

CBF_Q_RESOURCE_NAME queue_lov Character
Callback Detail/Queue Type This dimension enables data within the reporting interval to be organized based on the type of the virtual queue. Callback Detail RESOURCE_Q.RESOURCE_SUBTYPE Character

Callback-related conditions

Condition Description Classes LOV
New and Updated Conditions to support callback
Callback Type This condition prompts you to select values from the Callback Type list box of the Callback and Callback Details reports. The condition recognizes a selection of one or more categories or a selection of ALL, which returns all categories that are defined within the given tenant. If the default is used, the reports include all category values in the result set when the reports are run. Callback callbacktype_lov
Channel This condition prompts you to select values from the Channel list box of the Callback and Callback Details reports. The condition recognizes a selection of one or more categories or a selection of ALL, which returns all categories that are defined within the given tenant. If the default is used, the reports include all category values in the result set when the reports are run. Callback callbackchannel_lov
DateRange The Callback class is added to this existing condition. Activity, Agent Contact, Business Attribute, Callback, Contact Attempt, Time daterange_lov
Final This condition prompts you to restrict the report to only those calls for which the Callback Record ID is final. Callback Detail None
Minute Price This condition prompts you to enter a per-minute price, which is used to calculate cost savings. Callback None
Phone Number This condition prompts you to select one or more customer phone numbers for which to gather data into the report. Default: ALL Callback Detail None
PreSetAndDate The Callback class is added to this existing condition. Activity, Agent Contact, Callback, Contact Attempt, Summarized State, Time daydaterange_lov
PreSetAndDateRange The Callback class is added to this existing condition. The following changes apply to the Description of this condition:

Default: None. If the user specifies no value in either set of prompts and the original default values are used, the reports use default values, which are:

  • The first day of the year as the Start Date (for example,1/1/2016)
  • The last day of the year as the End Date (for example 12/31/2016)

If, however, the report user clears these values, the reports use no value at all and do not run until values are specified.

Activity, Agent Contact, Business Attribute, Callback, Contact Attempt, Queue, Summarized State, Time daterange_lov
PreSetAndDayAndTimeRange The Callback Detail class is added to this existing condition. Callback Detail, Handling Attempt, Transfer None
Queue The Callback and Callback Detail classes are added to this existing condition. Activity, Callback, Callback Detail, Handling Attempt, Queue queue_lov

Callback-related lov

LOV Description Prompt Name LOV Type Database Table Column
New lov to support callback
callbackchannel_lov GI2 dynamically generates the values that make up this list from information that describes the available callback channels in your contact center. When you invoke this list of values, the callback channels appear, in alphanumeric order, in the Channel list box of some reports. Channel Dynamic CALLBACK_DIM_1

.CHANNEL

callbacktype_lov GI2 dynamically generates the values that make up this list from information that describes the available callback types in your contact center. When you invoke this list of values, the callback types appear, in alphanumeric order, in the Callback Type list box of some reports. Callback Type Dynamic CALLBACK_DIM_1

.CALLBACK_TYPE

Callback-related measures

Measure Description Class Available Media Types Logical/Base Interaction Measure Type Data Type Alternate? Agg'n Function Database Table Column Internal Metric ID Used in Reports
New Measures to support callback
% Abandoned The percentage of callback customer interactions that were abandoned by the customer while waiting for an agent to connect. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Abandon Waiting For Agent and Accepted Callback measures. CB_CALLBACK_ABANDONED_PCT Callback Summary Report
% Canceled The percentage of callback customer interactions that were canceled before completion. Includes all canceled callbacks, whether canceled manually by the customer, manually by an administrator, or automatically because the customer called again before the callback was completed. Callback Voice N/A Disposition Number No Db delegated Refer to the Accepted and Canceled callback measures. CB_CALLBACK_CANCELED_PCT Callback Summary Report
% Customer Connected The percentage of customer calls that connected after callback dialout, including instances where no agent was connected. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Customer Connected and Accepted callback measures. CB_CALLBACK_CONNECTED_PCT Callback Summary Report
% Declined The percentage of customer callback offers that were declined by the customer. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Offered and Accepted callback measures. CB_CALLBACK_DECLINED_PCT Callback Summary Report
% Successful The percentage of callbacks that successfully connected the customer with an agent. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Successful and Accepted callback measures. CB_CALLBACK_SUCCESSFUL_PCT Callback Summary Report
% Unsuccessful The percentage of callback customer interactions that were not completed successfully (because they were abandoned, declined, or canceled). Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Successful and Accepted callback measures. CB_CALLBACK_UNSUCCESSFUL_PCT Callback Summary Report
Abandon Waiting For Agent The total number of times that customer callbacks were abandoned by the customer while waiting for an agent to connect. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.ABANDONED_WAITING

CB_ABANDONED_WAITING Callback Summary Report
Abandoned Waiting Indicates whether the call was abandoned by the customer while waiting for an agent to connect. (0=no, 1=yes) Callback Detail Voice, Chat N/A Disposition Number No Sum CALLBACK_FACT_GI2

.ABANDONED_WAITING

CBF_ABANDONED_WAITING Callback Details Report
Callback/Accepted The total number of times that callback was accepted by a customer Callback Voice, Chat Logical Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_ACCEPTED

CB_CALLBACK_ACCEPTED Callback Summary Report
Callback Detail/Accepted Indicates whether callback was accepted by the customer. (0=no, 1=yes) Callback Detail Voice, Chat Logical Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_ACCEPTED

CBF_CALLBACK_ACCEPTED Callback Details Report
Accepted Immediate The total number of times that IMMEDIATE callback was accepted by a customer. Callback All Logical Disposition Number No Sum AG2_CALLBACK_*

.ACCEPTED_IMMEDIATE

CB_ACCEPTED_IMMEDIATE Callback Summary Report
Accepted Scheduled The total number of times that SCHEDULED callback was accepted by a customer. Callback All Logical Disposition Number No Sum AG2_CALLBACK_*

.ACCEPTED_SCHEDULED

CB_ACCEPTED_SCHEDULED Callback Summary Report
Accepted Wait for Agent The total number of times that WAIT FOR AGENT callback was accepted by a customer. Callback All Logical Disposition Number No Sum AG2_CALLBACK_*

.ACCEPTED_WAIT_FOR_AGENT

CB_ACCEPTED_WAIT_FOR_AGENT Callback Summary Report
Added Agent Indicates whether an agent was successfully added to the callback call. (0=no, 1=yes) Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.AGENT_ADDED_TO_IXN

CBF_AGENT_ADDED_TO_IXN Callback Details Report
Added Agents The total number of times agents were successfully added to a callback call. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.AGENT_ADDED_TO_IXN

CB_AGENT_ADDED_TO_IXN Callback Summary Report
Attempt 1 The total number of callback connections that were successfully completed on the first callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT1

CB_CONNECTED_ATTEMPT1 Callback Summary Report
Attempt 2 The total number of callback connections that were successfully completed on the second callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT2

CB_CONNECTED_ATTEMPT2 Callback Summary Report
Attempt 3 The total number of callback connections that were successfully completed on the third callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT3

CB_CONNECTED_ATTEMPT3 Callback Summary Report
Attempt 4 The total number of callback connections that were successfully completed on the fourth callback attempt. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CONNECTED_ATTEMPT4

CB_CONNECTED_ATTEMPT4 Callback Summary Report
Attempted The total number of callback attempts, including the one that succeeded. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_ATTEMPTED

CB_CALLBACK_ATTEMPTED Callback Summary Report
Avg Added Agents The average score measuring how often agents were successfully added to a callback call. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Callbacks and Added Agents measures. CB_AGENT_ADDED_TO_IXN_AVG Callback Summary Report
Avg Offer Time The average amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Callbacks and Offer Time measures. CB_CALLBACK_OFFER_TIME_AVG Callback Summary Report
Avg Saved Time The average number of minutes of call time that were saved because of callback. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Saved Time and Successful measures. CB_SAVED_TIME_AVG Callback Summary Report
Avg Time To Abandon Waiting For Agent After successful callback, the average amount of time customers spent waiting for agents before abandoning the call. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Time To Abandon Waiting For Agent and Abandon Waiting For Agent measures. CB_ABANDONED_WAITING_TIME_AVG Callback Summary Report
Avg Time To Wait For Agent After a successful callback, the average amount of time a customer spent waiting for an agent. Callback Voice, Chat N/A Disposition Number No Db delegated Refer to the Customer Connected and Time To Wait For Agent measures. CB_CONN_WAITING_AGENT_TIME_AVG Callback Summary Report
Callback Accepted Timestamp The time when the customer accepted callback during the session. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CALLBACK_ACCEPTED_TS_TIME

CBF_CALLBACK_ACCEPTED_TS Callback Details Report
Callback/Callback Attempts The number of times the system attempted to call the customer back. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_ATTEMPTS

CB_CALLBACK_ATTEMPTS Callback Summary Report
Callback Detail/Callback Attempts The number of times the system attempted to call the customer back. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_ATTEMPTS

CBF_CALLBACK_ATTEMPTS Callback Details Report
Callback Offer Time The amount of time that elapsed between the instant when a callback was offered to the customer, and the instant when the customer accepted or declined the offer. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_OFFER_TIME

CBF_CALLBACK_OFFER_TIME Callback Details Report
Callback Offered Timestamp The time when the customer was first offered callback during the session. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CALLBACK_OFFERED_TS_TIME

CBF_CALLBACK_OFFERED_TS Callback Details Report
Callback Offers per Session The number of times callback was offered, per single interaction. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_OFFERS_PER_SESSION

CBF_CALLBACK_OFFERS_PER_SESSION Callback Details Report
Callbacks The total number of callback calls processed. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACKS

CB_CALLBACKS Callback Summary Report
Canceled The total number of callback attempts that were canceled, either by the customer or by the contact center. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_CANCELLED

CB_CALLBACK_CANCELLED Callback Summary Report
Connect Waiting Time The amount of time that elapsed between when the customer connected to the callback call and when an agent was connected. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CONN_WAITING_AGENT_TIME

CBF_CONN_WAITING_AGENT_TIME Callback Details Report
Customer Connected The total number of times a customer was connected after callback dialout, including instances where no agent was connected. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_CONNECTED

CB_CALLBACK_CONNECTED Callback Summary Report
Customer Connected Timestamp The time when the customer started waiting to be connected to an agent. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CUSTOMER_CONNECTED_TS_TIME

CBF_CUSTOMER_CONNECTED_TS Callback Details Report
Customer Phone Number The phone number provided by the customer for callback.

This number is used to dial out (CUSTOMER_TERMINATED scenario) or used to execute match by ANI (CUSTOMER_ORIGINATED scenario).

Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CUSTOMER_PHONE_NUMBER

CBF_CUSTOMER_NUMBER Callback Details Report
Customer Ready To Start Timestamp The time when the customer was ready to start media interaction for CUSTOMER_ORIGINATED scenarios.

This value is typically set when the application sends a request for an access number to dial and access code for match function.

Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.CUSTOMER_READY_TO_START_IXN_TS_TIME

CBF_CUSTOMER_READY_TO_START_IXN_TS Callback Details Report
Declined The total number of customer callback offers that were declined by the customer. Callback Voice, Chat Logical Disposition Number No Sum Refer to the Offered and Accepted Callback measures. CB_CALLBACK_DECLINED Callback Summary Report
Deferred The total number of customer interactions that entered or began within the contact center, and where the customer accepted a callback offer. Business Attribute\BA Customer Voice, Chat Logical Disposition Number No Sum AG2_ID_[*].DEFERRED T_DEFERRED N/A
Desired Time The callback time that was promised to the customer when callback was scheduled.

For ASAP callback, this value equals Callback Accepted Timestamp.

Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.DESIRED_TIME

CBF_DESIRED_TIME_TS Callback Details Report
Callback/Establish Time The amount of time required to establish the outbound call. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.ESTABLISH_MEDIA_IXN_TIME

CB_ESTABLISH_MEDIA_IXN_TIME Callback Summary Report
Callback Detail/Establish Time The amount of time required to establish the outbound call. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.ESTABLISH_MEDIA_IXN_TIME

CBF_ESTABLISH_MEDIA_IXN_TIME Callback Details Report
Callback/Expected Wait Time The expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.EWT_READY_TO_START_IXN

CB_EWT_READY_TO_START_IXN Callback Summary Report
Callback Detail/Expected Wait Time The expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.EWT_READY_TO_START_IXN

CBF_EWT_READY_TO_START_IXN Callback Details Report
Callback/Expected Wait Time when Offered At the time callback is offered, the expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Voice, Chat N/A Disposition Number No Sum CALLBACK_FACT_GI2

.EWT_WHEN_OFFERED

CB_EWT_WHEN_OFFERED Callback Summary Report
Callback Detail/Expected Wait Time when Offered The expected time before an agent is available to call back a customer, as of the time callback was offered. Callback Detail Voice, Chat N/A Detail Number No Sum AG2_CALLBACK_[*]

.EWT_WHEN_OFFERED

CBF_EWT_WHEN_OFFERED Callback Details Report
Failed Transfers before Agent is connected The total number of unsuccessful attempts to transfer a caller from the queue to an agent, where the transfer eventually succeeded. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.XFER_TO_AGENT_FAIL_CONN

CB_XFER_TO_AGENT_FAIL_CONN Callback Summary Report
Failed Transfers to Agent The number of unsuccessful attempts to transfer a caller from the queue to an agent which did not eventually result in a successful transfer. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.XFER_TO_AGENT_FAIL_NOCONN

CB_XFER_TO_AGENT_FAIL_NOCONN Callback Summary Report
Final Whether the Callback Record ID is final. (0=additional callback attempts will be processed, 1=no more dial attempts will be processed). Callback Detail Voice, Chat N/A Detail Number No None CALLBACK_FACT_GI2

.FINAL_RECORD

CBF_FINAL_RECORD Callback Details Report
Last Callback Offer Time The duration (in seconds) of the last callback offered to a customer during the session. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.LAST_CALLBACK_OFFER_TIME

CBF_LAST_CALLBACK_OFFER_TIME Callback Details Report
Last Callback Offered Timestamp The date and time of the last callback offered to a customer during the session. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.LAST_CALLBACK_OFFERED_TS_TIME

CBF_LAST_CALLBACK_OFFERED_TS Callback Details Report
Max Connect Waiting Time The maximum amount of time that elapsed between when the customer connected to the callback call and when an agent was connected. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.CONN_WAITING_AGENT_TIME_MAX

CB_CONN_WAITING_AGENT_TIME_MAX Callback Summary Report
Max Establish Time The maximum amount of time, in seconds, required to establish an outbound call. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.ESTABLISH_MEDIA_IXN_TIME_MAX

CB_ESTABLISH_MEDIA_IXN_TIME_MAX Callback Summary Report
Max Expected Wait Time The largest recorded Expected Wait Time of any callback session, in seconds. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.EWT_READY_TO_START_IXN_MAX

CB_EWT_READY_TO_START_IXN_MAX Callback Summary Report
Max Expected Wait Time when Offered The largest Expected Wait Time of any callback session, in seconds, recorded at the instant when the callback was offered. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.EWT_WHEN_OFFERED_MAX

CB_EWT_WHEN_OFFERED_MAX Callback Summary Report
Max Offer Time The largest recorded amount of time that elapsed between when a callback was offered to a customer, and when the customer accepted or declined the offer. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.CALLBACK_OFFER_TIME_MAX

CB_CALLBACK_OFFER_TIME_MAX Callback Summary Report
Max Offline Waiting Time The largest amount of time that elapsed between when a customer accepted a callback offer and the time when the customer was connected to an agent after callback. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.WAIT_AGENT_OFFLINE_TIME_MAX

CB_WAIT_AGENT_OFFLINE_TIME_MAX Callback Summary Report
Max Position in Queue The maximum position any customer had in the queue when the contact center was ready to begin the callback outbound dial attempt. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.POS_READY_TO_START_IXN_MAX

CB_POS_READY_TO_START_IXN_MAX Callback Summary Report
Max Position in Queue when Offered The maximum position any customer had in the queue when callback was offered. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.POS_WHEN_OFFERED_MAX

CB_POS_WHEN_OFFERED_MAX Callback Summary Report
Max Saved Time The maximum number of minutes of call time that were saved because of callback. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.SAVED_TIME

CB_SAVED_TIME_MAX Callback Summary Report
Max Time To Abandon Waiting For Agent After a successful callback, the maximum amount of time any customer spent waiting before abandoning the call. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.ABANDONED_WAITING_TIME_MAX

CB_ABANDONED_WAITING_TIME_MAX Callback Summary Report
Max Time To Wait For Agent After a successful callback, the maximum amount of time any customer spent waiting for an agent. Callback Voice, Chat N/A Disposition Number No Max AG2_CALLBACK_[*]

.CONN_WAITING_AGENT_TIME_MAX

CB_CONN_WAITING_AGENT_TIME_MAX Callback Summary Report
Min Expected Wait Time when Offered The smallest Expected Wait Time of any callback session, in seconds, recorded at the instant when a callback was offered. Callback Voice, Chat N/A Disposition Number No Min AG2_CALLBACK_[*]

.EWT_WHEN_OFFERED_MIN

CB_EWT_WHEN_OFFERED_MIN Callback Summary Report
Min Position in Queue when Offered The minimum position any customer had in the queue when callback was offered. Callback Voice, Chat N/A Disposition Number No Min AG2_CALLBACK_[*]

.POS_WHEN_OFFERED_MIN

CB_POS_WHEN_OFFERED_MIN Callback Summary Report
Min Saved Time This measure, which is hidden from report designers and viewers, is used for internal computations. Callback All N/A N/A Number No Min min(AG2_CALLBACK_[*]

.SAVED_TIME)

CB_SAVED_TIME_MIN Callback Summary Report
Offer Time The amount of time that elapsed between when a callback was offered to the customer, and when the customer accepted or declined the offer. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_OFFER_TIME

CB_CALLBACK_OFFER_TIME Callback Summary Report
Callback/Offered The total number of times that callback was offered to a customer. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_OFFERED

CB_CALLBACK_OFFERED Callback Summary Report
Callback Detail/Offered Indicates whether callback was offered to the customer. (0=no, 1=yes) Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.CALLBACK_OFFERED

CBF_CALLBACK_OFFERED Callback Details Report
Offline Waiting Time The total amount of time that elapsed between when customers accepted callback offers and the time when customers were connected to agents after callback. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.WAIT_AGENT_OFFLINE_TIME

CB_WAIT_AGENT_OFFLINE_TIME Callback Summary Report
Callback Detail/Offline Waiting Time The amount of time that elapsed between when the customer accepted a callback offer and the time when they were connected to an agent after callback. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.WAIT_AGENT_OFFLINE_TIME

CBF_WAIT_AGENT_OFFLINE_TIME Callback Details Report
Callback/Position in Queue The customer's position in the queue when the callback outbound dial attempt was ready to begin. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.POS_READY_TO_START_IXN

CB_POS_READY_TO_START_IXN Callback Summary Report
Callback Detail/Position in Queue The customer's position in the queue when the callback outbound dial attempt was ready to begin. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.POS_READY_TO_START_IXN

CBF_POS_READY_TO_START_IXN Callback Details Report
Callback/Position in Queue when Offered The customer’s position in the queue when callback was offered. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.POS_WHEN_OFFERED

CB_POS_WHEN_OFFERED Callback Summary Report
Callback Detail/Position in Queue when Offered The customer’s position in the queue when callback was offered. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.POS_WHEN_OFFERED

CBF_POS_WHEN_OFFERED Callback Details Report
Push Delivery Confirmed Timestamp The time when the application confirmed that push notification was received. This is used for CUSTOMER_ORIGINATED scenarios. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.PUSH_DELIVERY_CONFIRMED_TS_TIME

CBF_PUSH_DELIVERY_CONFIRMED_TS Callback Details Report
Ready to Start Timestamp Either:
  • The time when the contact center was ready to start the outbound dial attempt for CUSTOMER_TERMINATED scenarios, or
  • The time when the contact center sent push notification to the user device in CUSTOMER_ORIGINATED scenarios.
 Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.READY_START_MEDIA_IXN_TS_TIME

CBF_READY_START_MEDIA_IXN_TS Callback Details Report
Callback/Requested Agent Assistance The total number of callback calls wherein the customer requested agent assistance. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.IXN_REQ_AGENT

CB_IXN_REQ_AGENT Callback Summary Report
Callback Detail/Requested Agent Assistance The number of callbacks that were offered to customers who had requested agent assistance. (0=no, 1=yes) Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.IXN_REQ_AGENT

CBF_IXN_REQ_AGENT Callback Details Report
Saved Time The total number of minutes of call time that were saved because of callback. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.SAVED_TIME

CB_SAVED_TIME Callback Summary Report
Service ID Original SCXML/GMS session ID. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.SERVICE_ID

CBF_SERVICE_ID Callback Details Report
Service Start Timestamp The date and time (UTC) when the Callback service started. Callback Detail Voice, Chat N/A Detail Date No None CALLBACK_FACT_GI2

.SERVICE_START_TS_TIME

CBF_SERVICE_START_TS Callback Details Report
Callback/Start Date Time Key This hidden measure is reserved for internal use to employ a key for a particular date and time from the AG2_CALLBACK_* hierarchy. Callback All N/A N/A Number No None AG2_CALLBACK_[*]

.DATE_TIME_KEY

CB_DATE_TIME_KEY None
Callback Detail/Start Date Time Key This hidden measure is reserved for internal use to employ a key for a particular date and time from the CALLBACK_FACT_GI2.* hierarchy. Callback Detail All N/A N/A Number No None CALLBACK_FACT_GI2

.START_DATE_TIME_KEY

CBF_START_DATE_TIME_KEY None
Successful The total number of callbacks that successfully connected the customer with an agent. Callback Voice, Chat Base Disposition Number No Sum AG2_CALLBACK_[*]

.CALLBACK_RETURNED

CB_CALLBACK_SUCCESSFUL Callback Summary Report
Time To Abandon Waiting For Agent After successful callback, the total amount of time all customers spent waiting for agents before abandoning the call. Callback Voice, Chat Base Disposition Number No Sum AG2_CALLBACK_[*]

.ABANDONED_WAITING_TIME

CB_ABANDONED_WAITING_TIME Callback Summary Report
Time To Wait For Agent After successful callbacks, the total amount of time all customers spent waiting for an agent. Callback Voice, Chat Base Disposition Number No Sum AG2_CALLBACK_[*]

.CONN_WAITING_AGENT_TIME

CB_CONN_WAITING_AGENT_TIME Callback Summary Report
Callback/Timeout Waiting The total number of times that a customer was disconnected because the max timeout limit was reached. Callback Voice, Chat N/A Disposition Number No Sum AG2_CALLBACK_[*]

.TIMEOUT_WAITING

CB_TIMEOUT_WAITING Callback Summary Report
Callback Detail/Timeout Waiting The number of times that a customer was disconnected because the max timeout limit was reached. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.TIMEOUT_WAITING

CBF_TIMEOUT_WAITING Callback Details Report
Transfer Failed The number of failed attempts to transfer the callback interaction to the agent. Callback Detail Voice, Chat N/A Detail Number No Sum CALLBACK_FACT_GI2

.XFER_TO_AGENT_FAILED

CBF_XFER_TO_AGENT_FAILED Callback Details Report
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