View available columns in performance views by category

View the list of available columns by category in the performance views. To view the consolidated list of available columns in the performance views, see Consolidated view of available columns in performance views.

Abandon Intervals Metrics view

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Column	Description
Offered	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Answered (in Answered % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Abandon (in Abandon % column)	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.
Short Abandon %	Percent of interactions that were short abandoned.
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
Min Abandon	The minimum time of an abandoned interaction for the selected interval.
Avg Abandon	Average time to abandon.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.

Action Map Blocked Offer Detail view

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Column	Description
Reason	Action map name.
Blocker	Type of web action associated to the action map, such as web chat or content offer.
Sessions	Number of unique times the action map attempted to offer the web action to visitors.
Count	Total number of times the action map attempted to offer the web action to visitors.

Action Map Blocked Offer Interval Detail view

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Column	Description
Sessions	Number of unique times the action map attempted to offer the web action to visitors.
Count	Total number of times the action map attempted to offer the web action to visitors.

Agent Development Detail view

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Column	Description
Column	Description
Assigned By	The name of the user who assigned the coaching appointment or learning module.
Assigned Date	The start date and time for the coaching appointment or learning module.
Assigned To	The name of the agent that the coaching appointment or learning module is assigned to.
Completion Date	The date the coaching appointment or learning module was completed.
Development Type	Displays Coaching for coaching appointments, Learning for learning modules, Assessment for standalone assessments, or Learning with Assessment for learning modules with assessments.
Due Date	The target date of completion for the coaching appointment or learning module.
Facilitator	The user responsible for leading the coaching appointment, or assigning the informational learning module to an agent.
Name	The name of the coaching session or the name of the learning module.
Overdue	Displays Yes for coaching appointments and learning modules that have an elapsed completion date. Displays No for coaching appointments and learning modules that do not have an elapsed completion date.
Status	Displays the current status for a coaching appointment or for a learning module. Possible statuses are: Completed, In Progress, Invalid Schedule, and Planned.
Result	Displays the assessment result for the agent. Possible statuses are Pass or Fail.
Score	Displays the assessment score of the agent. Score is shown in percentage.

Agent Development Summary view

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Column	Description
Column	Description
Agent	The full name for the user.
Completed	The number of coaching appointments and informational training modules completed for the selected interval.
Division	Displays the name of a division that an agent belongs to. For more information, see Divisions overview.
Email	Email address configured for the user.
ID	Unique system ID for the user.
In Progress	The number of coaching appointments and informational training modules that are in progress.
Invalid Schedule	The number of scheduled and in progress coaching appointments that do not have a valid agent schedule in Workforce Management.
Media Types	Displays icons of the permitted media types for an agent.
Overdue	The total number of coaching appointments and informational training modules that have an elapsed completion date. This includes elapsed appointments and modules that are scheduled, in progress, or have an invalid schedule.
Planned	The number of scheduled coaching appointments and assigned informational training modules.
Presence	Displays the presence indicator for an agent's user status.
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name. This column is not included in an exported CSV file or PDF report.
Total	The sum of coaching appointments and informational training modules, including planned, in progress, completed, overdue, and have an invalid schedule.
Passed	Displays the number of assessments passed during the selected time period.
Failed	Displays the number of assessments failed during the selected time period.
Score	Displays the aggregate assessment score of the agent.

Agent Topics Detail view

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Column	Description
Name	The name of the topics.
Interactions	The number of interactions for the topic.
Interactions %	The percentage of interactions for this topic out of all communications across all topics.
Dialect	The language associated with the interaction.
Participant	The type of participant, whether Internal, External, or All.
Average Sentiment Score	The average sentiment score of interactions.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Sentiment	Shows the spread of sentiment for the topics shown.

Agent Topics Summary view

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Column	Description
Agent	The full user name.
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Interactions Analyzed	The number of interactions transcribed and/or analyzed by speech and text analytics for each individual agent.
<Topic name>	The speech and text analytics topic that was used to analyze the interaction.
No Topics Detected	The number of interactions without a topic.
Average Sentiment Score	The average sentiment score of interactions.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Sentiment	Shows the spread of sentiment for the topics shown.

Agent Workitems Performance Detail view

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Performance

Column	Description
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The number of workitems answered by an agent via routing, manual assignment, or transfer.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.
Focus	The number of times an agent has a workitem in focus. This number can be higher than the count of workitems handled as the number helps to identify each time an agent has a workitem in focus (vs. on hold).
Handled	The number of workitems handled by agents in a queue.
Hold	The number of interactions with holds.
Interval	This column is preselected based on the interval defined in the time filter.
Max Alert	The maximum number of times an agent was alerted for a workitem.
Max Focus	The maximum amount of time an agent spent focusing on a workitem.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Max Park	The maximum amount of time a workitem was parked by an agent.
Min Focus	The minimum amount of time an agent spent focusing on a workitem.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Min Park	The minimum amount of time a workitem was parked by an agent.
Not Responding	The time an agent was being alerted without responding to a workitem.
Parked	The number of workitems parked by agents in a queue.
Queue Transfer	The number of workitems transferred by a queue to another agent.
Terminated	The number of workitems terminated.
Total Hold	The overall hold time for a workitem.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
Timed Out	The number of workitems with agent timeouts.
Total Focus	The total amount of time an agent spent focusing on a workitem. This time can be less than the Total Handled duration that an agent parks or puts a workitem on hold.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Park	The total amount of time a workitem was parked by an agent.
Transfer	The number of all transfers made by an agent in a queue. This number includes both blind and consult transfers. A transfer is counted on the queue in which an agent answers the interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / Interactions Answered) * 100
Wrap-Up	The number of wrap-ups added.
Wrap-Up Removed	The number of wrap-ups removed.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Used	The routing method used to assign a workitem to an agent.
Manual Used	The number of answered interactions in which manual routing was used.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Bullseye Requested %	The rate of answered workitems in which the bullseye routing was requested when compared with all answered workitems.
Direct Requested %	The rate of answered workitems in which the direct routing was requested when compared with all answered workitems.
Preferred Requested %	The rate of workitems in which the preferred agent routing was requested when compared with all answered workitems.
Standard Requested %	The rate of workitems in which the standard routing was requested when compared with all answered workitems.
Preferred Used	The number of answered interactions in which preferred agent routing was used.
Standard Requested	The number of answered interactions in which standard routing was requested.
Standard Used	The number of answered interactions in which standard routing was used.

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Agent Workitems Performance Summary view

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Performance

Column	Description
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Agent	The name of the agent.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The number of workitems answered by an agent via routing, manual assignment, or transfer.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.
Focus	The number of times an agent has a workitem in focus. This number can be higher than the count of workitems handled as the number helps to identify each time an agent has a workitem in focus (vs. on hold).
Handled	The number of workitems handled by agents in a queue.
Hold	The number of interactions with holds.
Max Alert	The maximum number of times an agent was alerted for a workitem.
Max Focus	The maximum amount of time an agent spent focusing on a workitem.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Max Park	The maximum amount of time a workitem was parked by an agent.
Min Focus	The minimum amount of time an agent spent focusing on a workitem.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Min Park	The minimum amount of time a workitem was parked by an agent.
Not Responding	The time an agent was being alerted without responding to a workitem.
Parked	The number of workitems parked by agents in a queue.
Queue Transfer	The number of workitems transferred by a queue to another agent.
Total Hold	The overall hold time for a workitem.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
Terminated	The number of workitems terminated.
Timed Out	The number of workitems with agent timeouts.
Total Focus	The total amount of time an agent spent focusing on a workitem. This time can be less than the Total Handled duration that an agent parks or puts a workitem on hold.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Park	The total amount of time a workitem was parked by an agent.
Transfer	The number of all transfers made by an agent in a queue. This number includes both blind and consult transfers. A transfer is counted on the queue in which an agent answers the interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / Interactions Answered) * 100
Wrap-Up	The number of wrap-ups added.
Wrap-Up Removed	The number of wrap-ups removed.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Used	The routing method used to assign a workitem to an agent.
Manual Used	The number of answered interactions in which manual routing was used.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Preferred Used	The number of answered interactions in which preferred agent routing was used.
Bullseye Requested %	The rate of answered workitems in which the bullseye routing was requested when compared with all answered workitems.
Direct Requested %	The rate of answered workitems in which the direct routing was requested when compared with all answered workitems.
Preferred Requested %	The rate of workitems in which the preferred agent routing was requested when compared with all answered workitems.
Standard Requested %	The rate of workitems in which the standard routing was requested when compared with all answered workitems.
Standard Requested	The number of answered interactions in which standard routing was requested.
Standard Used	The number of answered interactions in which standard routing was used.

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Agents Evaluation Detail view

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Column	Description
Release Date/Time	The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation.
Score	The overall evaluation score based upon an evaluator's responses on an evaluation form.
Critical Score	The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.
Evaluation Form Name	The name of the evaluation form used to score the agent.
Evaluator	The name of the person who completed the evaluation.
Reviewed By Agent	Whether the agent has reviewed the evaluation.
Interaction Date / Time	The date and time of the interaction.
Evaluation Date / Time	The date and time of the evaluation.
Media Type	The media type of the interaction.
Agent Comments	Whether an agent has left a comment.

Agents Evaluation Summary view

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Column	Description
Evaluations	The number of evaluations released for the selected agents.
Avg Score	The average score of evaluations released for the selected agents.
Avg Critical Score	The average critical score of released evaluations completed for selected agents.
Highest Score	The highest evaluation score an agent received for released evaluations.
Lowest Score	The lowest evaluation score an agent received for released evaluations.
Highest Critical Score	The highest critical evaluation score an agent received for released evaluations.
Lowest Critical Score	The lowest critical evaluation score an agent received for released evaluations.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name. This column is not included in an exported CSV file or PDF report.
Agent	The full name for the user.
ID	Unique system ID for the user.
Email	Email address configured for the user.

Agents Interactions Detail view

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Evaluations

Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Displays whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

External Contact

Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Flows

Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
Successful Outcomes	Displays a list of successful flow outcomes for the interaction.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.

Interactions

Column	Description
Column	Description
Media Type	The type of media used.
MOS	The estimated average Mean Opinion Score (MOS) for the voice interaction among all the audio streams within the conversation. MOS is a measure of audio quality at specific measurement points of voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Fax	Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
Users	The internal users alerted or involved.
Remote	Information about the external participants.
Date	The date the interaction started.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start)
Direction	Displays whether the interaction was inbound, outbound, or inbound/outbound.
Initial Direction	Displays whether the interaction started as inbound or outbound.
ANI	The number of the person who dialed.
DNIS	The original number dialed for the interaction.
Queue	The associated queues.
Wrap-up	The wrap-up code selected by the agent.
Transferred	Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
Abandoned	Displays whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Displays whether an interaction had Agent Assist or not.
To	The email address or SMS number that the interaction is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the To field is 10.
From	The email address or SMS number from which the interaction is sent.
Email CC	The email addresses to which a copy of the email is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the CC field is 10.
Email BCC	The email addresses to which a copy of the email is sent to, but that name is not visible to other recipients of the message. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the BCC field is 10.
Flagged	Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call.
Wrap-up Notes	Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column.
Blind Transferred	Displays whether the interaction had a blind transfer.
Barged-in	Indicates whether a supervisor barged into the conversation.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Coached	Indicates whether a supervisor coached on the conversation.
Co-browse	Displays whether the interaction had a co-browse session.
Consulted	Displays whether the interaction had a consult.
Consult Transferred	Displays whether the interaction had a consult transfer.
Conversation ID	The specific conversation ID for the interaction.
Division	Displays the divisions associated with the interaction. See About access control.
End Date	The time and date the interaction ended. This column is blank if the interaction is still in progress.
Message Type	The ACD message type used.
Non-ACD	Displays whether the interaction involved ACD.
Recording	Y indicates that the conversation was initially recorded at the external trunk by the Edge. It does not consider whether the customer's policies actually retained it. N indicates that the conversation was not recorded at the external trunk by the Edge.
Screen Share	Displays whether the interaction contains a screen share session.
SIP Call ID	Displays the globally unique identifier embedded in all SIP requests and responses for the interaction.
Users - Alerted	The agents Genesys Cloud alerted for the interaction.
Users - Interacted	The users who actually interacted during the interaction.
Voicemail	Displays whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS	Any DNIS number dialed during the interaction, including the original DNIS number.
Inbound Media	The count of inbound media for an interaction.
Has Media	Indicates when message-type conversations have media (images, files, and so on) attached.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Emails Sent	Count of the number of emails sent by an agent, including Reply All and Forward.
Monitored	Whether the interaction was monitored.
First Queue	First queueID in the conversation, formatted as name.
Last Wrap-Up	The last wrap-up code used on the conversation.
Disconnect Type	The reason the interaction disconnected. System The cloud or the provider caused the disconnect. Agent An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
Subject	First instance of an email subject in the conversation.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Error Code	The name of the error code for the interaction. For more information, see Station errors.
Outbound Media	The number of outbound media for an interaction.
Users - Not Responding	The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Parked	Displays if the interaction has been parked.
Delivery Status	The status of the attempted delivery of email, SMS, and WhatsApp messages. The Email delivery status is available for the agentless emails sent via the email campaigns or Agentless Email Notification API. The SMS delivery status is available for all outbound SMS messages including agentless and agent-sent SMS messages. The WhatsApp delivery Status is available for all inbound and outbound WhatsApp messages, including agentless and agent-sent WhatsApp messages. Supported Delivery Status metrics for email and SMS messages include: Sent - The message was injected but not yet delivered to the recipient's mailbox. Failed - The message was not injected and, therefore, not delivered to the recipient's mailbox. Queued - The message was queued for delivery. Delivery has not yet been attempted. Delivery Success - The message was successfully delivered to the recipient's mailbox. Delivery Failure - The message was injected but failed to reach the recipient's mailbox. Supported Delivery Status metrics for WhatsApp messages include: Sent - The outbound message was successfully processed within the Genesys Cloud platform but has not yet been delivered to the recipient's device. Received - The inbound message was received by the agent or the API client. Read - The outbound message was read by the recipient. Queued - The outbound message was queued for delivery. Delivery has not yet been attempted. Published - The outbound message was successfully sent to the WhatsApp Business platform. Delivery Success - The outbound message was successfully delivered to the recipient's device. Delivery Failure - The outbound message was successfully sent to the WhatsApp Business Platform but failed to reach the recipient's device.
Delivery Status Details	Additional details about the delivery, including engagement metrics. For more information, see SMS delivery receipts, Email delivery receipts, and WhatsApp delivery receipts.
Conversation Initiator	Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent).
Customer Participation	Displays email and message interactions during which a customer participated, or a customer did not participate.
Social Classification	Displays the type of social listening data such as Public or Private. Lists one value for each interaction.

Journey

Column	Description
Column	Description
Has Customer Journey Data	Displays whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Displays whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Metrics

Column	Description
Column	Description
Alert Segments	The number of alerts.
Blind Transfers	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consults	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfers	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.
Hold Segments	The number of times the agent places the customer on hold.
IVR Segments	The number of times the interaction enters an IVR.
Queue Segments	The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments	The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Contacting	The total time an interaction spent connecting to the agent's phone before dialing out.
Total Dialing	The total time spent dialing out.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The total amount of time the customer was on hold.
Total IVR	The total amount of time spent in IVR.
Total Queue	The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
Total Talk	The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes. Note: The total Talk times for Callbacks currently include both the agents' Callback session and agents' Call session, which results in an inflated time. For more information on callback analytics improvements, see Callback analytics improvements.
Transfers	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Time to Abandon	The duration of time until the conversation was abandoned.
Total Barge-In	Total time spent on the interaction after barging into the conversation.
Total Coaching	Total time spent coaching in the conversation.
Total Voicemail	Total duration of voicemails included in the conversation.
User Segments	The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments	The number of times an interaction was in wrap-up.
Total Monitor	Total time that the user spent monitoring interactions.
Error Count	The number of errors for the interaction.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Active Park	Displays the duration of the interaction that is currently parked.
Total Park	Displays the total parked duration of the completed interaction.
Not Responding	The number of times an agent did not respond to the interaction.

Outbound

Column	Description
Column	Description
Campaign Name	The name of the campaign associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Contact ID	The contact ID associated with the interaction.
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Outbound Attempt	The number of attempts made to call the customer.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Start	The start date of the first outbound call of a campaign.
Time to Flow	The amount of time it took for the campaign call to enter a flow.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Campaign Caller Name	The name of the customer being called by the campaign.

Routing

Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Displays whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.
Preferred Rule	Indicates the rule in for the preferred agent.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Rule	Indicates the routing rings associated with an interaction.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Skills	Displays the original skills that came from the flow.
Skills - Active	Displays the skills remaining on the interaction used for routing.
Skills — Removed	Displays skills removed from the interaction through bullseye routing.

Surveys

Column	Description
Column	Description
Has Survey Data	Displays whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it. Sent - Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress - The contact opened the survey link to start the survey. Finished - The contact completed the survey. Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted - The survey form was deleted.
Surveys	The number of surveys sent related to the interaction.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

Agents Performance Detail view

Click to view available columns

Performance

Metric	Definition	Columns live update
Metric	Definition	Columns live update
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Error	The number of errors that occurred on conversations.	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.	Yes
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.	Yes
Alert	The number of times agents receive an alert for interactions.	Yes
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.	Yes
Total Monitor	Total time that the user spent monitoring interactions.	Yes
Avg Monitor	Average time that the user spent monitoring interactions.	Yes
Max Monitor	Maximum time that the user spent monitoring interactions.	Yes
Min Monitor	Minimum time that the user spent monitoring interactions.	Yes
Monitor	Number of interactions that were monitored.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
Min Alert	The minimum amount of time an agent was being alerted.	Yes
Max Alert	The maximum amount of time an agent was being alerted.	Yes
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.	Yes
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.	Yes
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.	Yes
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.	Yes
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.	Yes
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.	Yes
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.	Yes
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.	Yes
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Contacting	The number of contacting segments for the agent and interval.	Yes
Dialing	The number of dialing segments for the agent and interval.	Yes
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.	Yes
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.	Yes
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Agents Performance Summary view

Click to view available columns

Real-time columns

Note: The real-time status columns do not export since they are a point-in-time snapshot, while the export is an asynchronous operation. The following real-time columns are not available in the export:

Time in Status
Status
Secondary Status
Routing Status
Time in Routing Status
Station
Media Types
Role
Interactions
Duration / Duration 2 / Duration 3
Adherence
Adherence Duration
Scheduled Activity

These columns always show current, real-time data, even if you use the date filter to show historical data.

Column	Description	Columns live update
Column	Description	Columns live update
Time in Status	The amount of time agents have been in their current primary status.	Yes
Status	The current primary status of an agent, such as Available, Away, or Busy.	No
Secondary Status	The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status.	Yes
Time in Routing Status	The amount of time agents have been in their current routing status.	Yes
Routing Status	The current routing status of an agent.	Yes
Skills	The routing skills and languages assigned to an agent.	No
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.	No
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	No
Agent	The full name for the user.	No
ID	Unique system ID for the user.	No
Email	Email address configured for the user.	No
Group	Official Genesys Cloud groups that the user is part of.	No
Role	Roles within Genesys Cloud that the user is assigned.	No
Reports To	The manager as defined for the user within Genesys Cloud.	No
Location	Location for the user as defined in Genesys Cloud.	No
Media Types	The media types an agent is permitted to handle, such as voice, callback, chat, email, and message.	No
Title	Title of the user as defined within Genesys Cloud.	No
Department	Department of the user as defined within Genesys Cloud.	No
Primary Phone	Phone number for the user as defined in Genesys Cloud.	No
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.	Yes
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.	Yes
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.	Yes
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Duration Duration 2 Duration 3	The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3.	Yes

Metrics

These metrics represent data for the dates that you selected for the view.

Metric	Description	Columns live update
Metric	Description	Columns live update
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Error	The number of errors that occurred on conversations.	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.	Yes
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.	Yes
Alert	The number of times agents receive an alert for interactions.	Yes
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.	Yes
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	No
Total Monitor	Total time that the user spent monitoring interactions.	Yes
Avg Monitor	Average time that the user spent monitoring interactions.	Yes
Max Monitor	Maximum time that the user spent monitoring interactions.	Yes
Min Monitor	Minimum time that the user spent monitoring interactions.	Yes
Monitor	Number of interactions that were monitored.	Yes
Min Alert	The minimum amount of time an agent was being alerted.	Yes
Max Alert	The maximum amount of time an agent was being alerted.	Yes
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.	Yes
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.	Yes
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.	Yes
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.	Yes
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.	Yes
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.	Yes
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.	Yes
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.	Yes
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Contacting	The number of contacting segments for the agent and interval.	Yes
Dialing	The number of dialing segments for the agent and interval.	Yes
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.	Yes
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.	Yes
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes

Historical data columns

These columns show current data if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data.

Column	Description
Column	Description
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Hold	The number of interactions with holds.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Alert	The number of times agents receive an alert for interactions.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Monitor	Total time that the user spent monitoring interactions.
Avg Monitor	Average time that the user spent monitoring interactions.
Max Monitor	Maximum time that the user spent monitoring interactions.
Min Monitor	Minimum time that the user spent monitoring interactions.
Monitor	Number of interactions that were monitored.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Min Alert	The minimum amount of time an agent was being alerted.
Max Alert	The maximum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Agents Queues Detail view

Click to view available columns

Performance

Column	Description	Columns live update
Column	Description	Columns live update
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
Answered (in Answered % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100	Yes
Abandoned (in Abandoned % column)	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.	Yes
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.	Yes
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.	Yes
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.	Yes
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.	Yes
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.	Yes
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.	Yes
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.	Yes
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	Yes
Inbound Media	The count of inbound media for an interaction.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
Max Abandon	The maximum time of an abandoned interaction for the selected interval.	Yes
Min Abandon	The minimum time of an abandoned interaction for the selected interval.	Yes
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.	Yes
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Over SLA	Number of interactions that were over the defined Service Level.	Yes
Met SLA	Number of interactions that met the defined service level.	Yes
Short Abandon	Number of interactions that were short abandoned.	Yes
Short Abandon %	Percent of interactions that were short abandoned.	Yes
Abandon – No Short	Number of abandons excluding the short abandons.	Yes
Abandon – No Short %	Percent of abandons excluding the short abandons.	Yes
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.	Yes
Voicemail	Count of voicemails received.	Yes
Error	The number of errors that occurred on the queue conversations.	Yes
SL %	The service level percentage for the queue.	Yes
SL Target %	The service level target percentage for the queue.	Yes
Contacting	The number of contacting segments for the queue and interval.	Yes
Dialing	The number of dialing segments for the queue and interval.	Yes
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.	Yes
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled	Yes
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	Yes
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	Yes
Outbound Media	The number of outbound media for an interaction.	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes
Wait	The number of interactions that waited in the queue.	Yes
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.	Yes
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Surveys

Column	Column Description	Columns live update
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100	No
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.	No
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.	No
Complete	The number of surveys customers have opened and submitted.	No
Surveys Abandon	The number of surveys that customers opened but did not submit before the survey expired.	No
Survey Expire	The number of surveys that expired before the customer opened it.	No
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.	No
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100	No
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.	No
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints	No
Full response	The number of full survey responses with all required questions that were answered by the customers.	No
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.	No
Voice Survey	The number of voice surveys.	No
Web Survey	The number of web surveys.	No
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.	No

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Agents Status Detail view

Click to view available columns

Column	Description	Columns live update
Column	Description	Columns live update
Logged in	The total amount of time a user is logged in for the specified period.	Yes
On Queue	The amount of time that an agent spent on a queue.	Yes
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.	Yes
Not Responding	The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.	Yes
Off Queue	The amount of time that an agent spent off queue.	Yes
Available	The time spent in the Available status for the specified period.	Yes
Busy	The time spent in the Busy status for the specified period.	Yes
Away	The time spent during the specified period in the Away status when the user sets their status to Away. Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column.	Yes
Meeting	The time spent in the Meeting status for the specified period.	Yes
Break	The time spent in the Break status for the specified period.	Yes
Meal	The time spent in the Meal status for the specified period.	Yes
Training	The time spent in the Training status for the specified period.	Yes
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.	Yes
System Away	The time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity. Note: If users manually set their status to Away, then this view displays that time in the Away column.	Yes
Interacting	The time that the agent was handling interactions.	Yes
Log in	The time the user first logged in within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log in event did not occur within the view’s requested interval.	No
Log out	The last time the user logged out within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log out event did not occur within the view’s requested interval.	No
Total ACD	The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.	Yes
Off Queue %	The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.	Yes
On Queue %	The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.	Yes
Interacting %	The percentage of on-queue time that an agent spent in the Interacting status, calculated by: Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100	Yes
Idle %	The percentage that an agent spent in the idle status, calculated by: Idle / (INTERACTING + IDLE + NOT RESPONDING) * 100 This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.	Yes
Not Responding %	The percentage of time that an agent spent in the Not Responding status, calculated by: Not Responding / (INTERACTING + IDLE + NOT RESPONDING) * 100	Yes
Occupancy	The percentage of time that an agent spent handling ACD conversations against the total time on queue calculated by: (total time in "Interacting" routing status / (total time in “idle”, “interacting”, and “communicating” routing statuses in interval)) * 100; range: 0-100%	Yes

Agents Status Summary view

Click to view available columns

Real-time columns

Time in Status
Status
Secondary Status
Routing Status
Time in Routing Status
Station
Media Types
Interactions
Duration / Duration 2 / Duration 3
Adherence
Adherence Duration
Scheduled Activity

These columns always show current, real-time data, even if you use the date filter to show historical data.

Column	Description	Columns live update
Column	Description	Columns live update
Time in Status	The amount of time agents have been in their current primary status.	Yes
Status	The current primary status of an agent, such as Available, Away, or Busy.	No
Secondary Status	The current secondary status of an agent. If there is no secondary status, then this column displays the agent’s primary status.	Yes
Routing Status	The current routing status of an agent.	Yes
Time in Routing Status	The amount of time agents have been in their current routing status.	Yes
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.	No
Media Types	The media types an agent is permitted to handle, such as voice, callback, chat, email, and message.	No
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Duration Duration 2 Duration 3	The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3.	Yes
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.	Yes
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.	Yes
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	No
Skills	The routing skills and languages assigned to an agent.	No
Title	Title of the user as defined within Genesys Cloud.	No
Department	Department of the user as defined within Genesys Cloud.	No
Primary Phone	Phone number for the user as defined in Genesys Cloud.	No
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.	Yes
Agent	The full name for the user.	No
ID	Unique system ID for the user.	No
Email	Email address configured for the user.	No

Historical data columns

These columns show current data if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data.

Column	Description
Column	Description
Logged in	The total amount of time a user is logged in for the specified period.
On Queue	The time spent in the On Queue status for the specified period.
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.
Not Responding	The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.
Off Queue	The time spent in any status other than Offline and On Queue for the specified period.
Available	The time spent in the Available status for the specified period.
Busy	The time spent in the Busy status for the specified period.
Away	The time spent during the specified period in the Away status when the user sets their status to Away. Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column.
Meeting	The time spent in the Meeting status for the specified period.
Break	The time spent in the Break status for the specified period.
Meal	The time spent in the Meal status for the specified period.
Training	The time spent in the Training status for the specified period.
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.
Interacting	The time that the agent was handling interactions.
System Away	The time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity. Note: If users manually set their status to Away, then this view displays that time in the Away column.
Log in	The time the user first logged in within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log in event did not occur within the view’s requested interval.
Log out	The last time the user logged out within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log out event did not occur within the view’s requested interval.
Total ACD	The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.
Off Queue %	The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.
On Queue %	The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.
Interacting %	The percentage of on-queue time that an agent spent in the Interacting status, calculated by: Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100
Idle %	The percentage that an agent spent in the idle status, calculated by: Idle / (INTERACTING + IDLE + NOT RESPONDING) * 100 This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.
Not Responding %	The percentage of time that an agent spent in the Not Responding status, calculated by: Not Responding / (INTERACTING + IDLE + NOT RESPONDING) * 100
Occupancy	The percentage of time that an agent spent handling ACD conversations against the total time on queue calculated by: (total time in "Interacting" routing status / (total time in “idle”, “interacting”, and “communicating” routing statuses in interval)) * 100; range: 0-100%

Agents Wrap-Up Detail view

Click to view available columns

Column	Description
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent. Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent)
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.

Agents Wrap-Up Interval Detail view

Click to view available columns

Column	Description
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
% Handle	The percentage of interactions of an agent's wrap-up code for a selected date and media type, in relation to the total interactions for the selected date and media type, by interval. Calculated by (Handle for agent wrap-up code by interval / total agent interactions for the selected date and media type, by interval)
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
% Total Handle	The percentage of the total length of the interactions of an agent's wrap-up code for a selected date and media type, in relation to the total length of interactions for the selected dates and media type, by interval. Calculated by (Total Handle for agent wrap-up code / total length of agent interactions for the selected dates and media type, by interval)
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.

Bot Performance Detail view

Click to view available columns

Bots

Column	Description
Interval	The date interval for the bot.
Avg Bot	The average amount of time spent in bot sessions.
Max Bot	The amount of time of the longest bot.
Total Bot	The total number of bot sessions.
Entries	The number of customers entering bot sessions.
Avg Bot Turns	The average amount of turns in a bot session -- the number of times the bot processed user activity.
Max Bot Turns	The highest number of turns -- the times when the bot processed activity by the user in a bot session.
Total Bot Turns	The total number of bot turns -- the number of times the bot processed user activity.

Disconnects

Column	Description
Avg Disconnect	The average amount of time spent in bot sessions that ended with a disconnect.
Max Disconnect	The amount of time of the longest bot session that ended in a disconnect.
Total Disconnect	The amount of time an entry spent in a flow until it disconnected.
Disconnect	The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect.
Customer Disconnect	The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button.
Bot Disconnect	The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow.
System Error Disconnect	The number of bot sessions where the bot made an unplanned disconnect due to an error.
Session Expired Disconnect	The number of bot sessions where the host made an unplanned disconnect due to the session expiring.
Recognition Failure Disconnect	The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.

Exits

Column	Description
Avg Exit	The average amount of time spent in bot sessions that ended with an exit.
Max Exit	The amount of time of the longest bot session that ended in an exit.
Total Exit	The total number of bot sessions that ended with the bot exiting to the call flow.
Exit	The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit.
User Exit	The total number of bot sessions where the user requested to speak to an agent.
Bot Exit	The number of bot sessions that ended in a exit that was requested by the bot.
System Error Exit	The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.
Recognition Failure Exit	The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.

Recognition Failure Reasons

Column	Description
No Input Collection	The number of times where the bot session ended during the collection phase because no input was collected from the user.
No Input Confirmation	The number of times where the bot session ended during the confirmation phase because no input was collected from the user.
No Match Collection	The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.
No Match Confirmation	The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.
Max Wrong Match	The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question.

Bot Performance Summary view

Click to view available columns

Bots

Column	Description
Name	The bot name.
Avg Bot	The average amount of time spent in bot sessions.
Max Bot	The amount of time of the longest bot.
Total Bot	The total number of bot sessions.
Entries	The number of customers entering bot sessions.
Avg Bot Turns	The average amount of turns in a bot session -- the number of times the bot processed user activity.
Max Bot Turns	The highest number of turns -- the times when the bot processed activity by the user in a bot session.
Total Bot Turns	The total number of bot turns -- the number of times the bot processed user activity.

Disconnects

Column	Description
Avg Disconnect	The average amount of time spent in bot sessions that ended with a disconnect.
Max Disconnect	The amount of time of the longest bot session that ended in a disconnect.
Total Disconnect	The amount of time an entry spent in a flow until it disconnected.
Disconnect	The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect.
Customer Disconnect	The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button.
Bot Disconnect	The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow.
System Error Disconnect	The number of bot sessions where the bot made an unplanned disconnect due to an error.
Session Expired Disconnect	The number of bot sessions where the host made an unplanned disconnect due to the session expiring.
Recognition Failure Disconnect	The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.

Exits

Column	Description
Avg Exit	The average amount of time spent in bot sessions that ended with an exit.
Max Exit	The amount of time of the longest bot session that ended in an exit.
Total Exit	The total number of bot sessions that ended with the bot exiting to the call flow.
Exit	The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit.
User Exit	The total number of bot sessions where the user requested to speak to an agent.
Bot Exit	The number of bot sessions that ended in a exit that was requested by the bot.
System Error Exit	The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.
Recognition Failure Exit	The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.

Recognition Failure Reasons

Column	Description
No Input Collection	The number of times where the bot session ended during the collection phase because no input was collected from the user.
No Input Confirmation	The number of times where the bot session ended during the confirmation phase because no input was collected from the user.
No Match Collection	The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.
No Match Confirmation	The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.
Max Wrong Match	The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question.

Campaign Interactions Detail view

Click to view available columns

Note: For the Detailed Attempt History view, the export contains the following columns for the selected interactions or all the interactions:

Name of the campaign
Date of attempt
Conversation ID
Start time of the attempt
Dialing
Time to Agent
Time to flow
Time to abandon
Disconnect time
Conversation Duration
DNIS
Caller-ID
Caller-ID Name
Wrap-up code
Wrap-up duration
Contact ID
Contact List

Interactions

Column	Description
Column	Description
ANI	The number of the person who dialed.
Abandoned	Whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Whether an interaction had Agent Assist or not.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Barged-in	Indicates whether a supervisor barged into the conversation.
Blind Transferred	Whether the interaction had a blind transfer.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Co-browse	Whether the interaction had a co-browse session.
Coached	Indicates whether a supervisor coached on the conversation.
Consult Transferred	Whether the interaction had a consult transfer.
Consulted	Whether the interaction had a consult.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start)
Conversation ID	The specific conversation ID for the interaction.
Conversation Initiator	Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent).
Customer Participation	Displays email and message interactions during which a customer participated, or a customer did not participate.
DNIS	The original number dialed for the interaction.
Date	The date the interaction started.
Delivery Status	The status of the attempted delivery of email and SMS messages. The Email delivery status is available for the agentless emails sent via the email campaigns or Agentless Email Notification API. The SMS delivery status is available for all outbound SMS messages including agentless and agent-sent SMS messages. Supported Delivery Status metrics include: Sent - The message was injected but not yet delivered to the recipient's mailbox. Failed - The message was not injected and, therefore, not delivered to the recipient's mailbox. Queued - The message was queued for delivery. Delivery has not yet been attempted. Delivery Success - The message was successfully delivered to the recipient's mailbox. Delivery Failure - The message was injected but failed to reach the recipient's mailbox.
Delivery Status Details	Additional details about the delivery, including engagement metrics. For more information, see SMS delivery receipts and Email delivery receipts.
Direction	Whether the interaction was inbound, outbound, or inbound/outbound.
Disconnect Type	The reason the interaction disconnected. System The cloud or the provider caused the disconnect. Agent An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
Division	Displays the divisions associated with the interaction. See About access control.
Email BCC	The email addresses to which a copy of the email is sent to, but that name is not visible to other recipients of the message. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the BCC field is 10.
Email CC	The email addresses to which a copy of the email is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the CC field is 10.
Emails Sent	Count of the number of emails sent by an agent, including Reply All and Forward.
End Date	The time and date the interaction ended. This column is blank if the interaction is still in progress.
Error Code	The name of the error code for the interaction.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Fax	Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
First Queue	First queueID in the conversation, formatted as name.
Flagged	Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
From	The email address or SMS number from which the interaction is sent.
Has Media	Whether the interaction has media content.
Inbound Media	The count of inbound media for an interaction.
Initial Direction	Whether the interaction started as inbound or outbound.
Last Wrap-Up	The last wrap-up code used on the conversation.
MOS	The estimated average Mean Opinion Score (MOS) for the voice interaction among all the audio streams within the conversation. MOS is a measure of audio quality at specific measurement points of voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Media Type	The type of media used.
Message Type	The ACD message type used.
Monitored	Whether the interaction was monitored.
Non-ACD	Whether the interaction involved ACD.
Outbound Media	The number of outbound media for an interaction.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Queue	The associated queues.
Recording	Y indicates that the conversation is initially recorded at the external trunk by the Edge. It does not consider whether the customer’s policies actually retained it. N indicates that the conversations that are not recorded at the external trunk by the Edge.
Remote	Information about the external participants.
SIP Call ID	Displays the globally unique identifier embedded in all SIP requests and responses for the interaction.
Screen Share	Whether the interaction contains a screen share session.
Session DNIS	Any DNIS number dialed during the interaction, including the original DNIS number.
Subject	First instance of an email subject in the conversation.
To	The email address or SMS number that the interaction is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the To field is 10.
Transferred	Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
Users	The internal users alerted or involved.
Users – Alerted	The agents Genesys Cloud alerted for the interaction.
Users – Interacted	The users who actually interacted during the interaction.
Users – Not Responding	The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
Parked	Displays if the interaction has been parked.
Voicemail	Whether the interaction has voicemail. Includes personal and queue voicemail.
Wrap-up	The wrap-up code selected by the agent.
Wrap-up Notes	Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column.

Routing

Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent’s routing score.
Preferred Agents Requested	Whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.
Preferred Rule	Indicates the rule in for the preferred agent.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Rule	Indicates the routing rings associated with an interaction.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Skills	Displays the original skills that came from the flow.
Skills – Active	Displays the skills remaining on the interaction used for routing.
Skills — Removed	Displays skills removed from the interaction through bullseye routing.

Metrics

Column	Description
Column	Description
Alert Segments	The number of alerts.
Blind Transfers	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consult Transfers	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Consults	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent’s phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.
Error Count	The number of errors for the interaction.
Hold Segments	The number of times the agent places the customer on hold.
IVR Segments	The number of times the interaction enters an IVR.
Not Responding	The number of times an agent did not respond to the interaction.
Queue Segments	The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments	The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2.
Time to Abandon	The duration of time until the conversation was abandoned.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Barge-In	Total time spent barging into the conversation.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Total Coaching	Total time spent coaching in the conversation.
Total Contacting	The total time an interaction spent connecting to the agent’s phone before dialing out.
Total Dialing	The total time spent dialing out.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The total amount of time the customer was on hold.
Total IVR	The total amount of time spent in IVR.
Total Monitor	Total time that the user spent monitoring interactions.
Total Queue	The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Voicemail	Total duration of voicemails included in the conversation.
Transfers	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Active Park	Displays the duration of the interaction that is currently parked.
Total Park	Displays the total parked duration of the completed interaction.
User Segments	The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments	The number of times an interaction was in wrap-up.

Surveys

Column	Description
Column	Description
Has Survey Data	Whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey’s overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys’ percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending – Genesys Cloud has collected all the data that it must send the survey invitation and intends to send it. Sent – Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress – The contact opened the survey link to start the survey. Finished – The contact completed the survey. Error – An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out – The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired – The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted – The survey form was deleted.
Surveys	The number of surveys sent related to the interaction.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

Evaluations

Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Outbound

Column	Description
Column	Description
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Caller Name	The name of the customer being called by the campaign.
Campaign Name	The name of the campaign associated with the interaction.
Campaign Start	The start date of the first outbound call of a campaign.
Contact ID	The contact ID associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Outbound Attempt	The number of attempts made to call the customer.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Time to Flow	The amount of time it took for the campaign call to enter a flow.

Flows

Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
Successful Outcomes	Displays a list of successful flow outcomes for the interaction.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.

Journey

Column	Description
Column	Description
Has Customer Journey Data	Whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Whether Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.

External Contact

Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Campaign Performance Detail view

Click to view available columns

Campaign

Column	Column Description
Campaign connect rate	The total number of outbound campaign-connected conversations divided by the total number of campaign attempts for the selected interval.
Compliance abandon rate	The percentage of interactions that did not reach the agent within the configured compliance abandon threshold compared with the configurable interactions subject to the compliance abandon rate. See Outbound settings. For more information, see Outbound abandoned calls.
Contact abandon	The number of times a contact connected to the platform, but was not connected to an agent within the Compliance Abandon Threshold. For more information about abandoned calls, see Outbound abandoned calls.
Contact abandon rate	The percentage of Compliance Abandons divided by total contacts.
Contacts	The number of times a contact is connected to an agent.
Dial abandon rate	The percentage of abandons divided by the total dials.
Dials	The number of interactions initiated by the campaign.
Division	The number of interactions for a specific division.
True Abandon	The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more information, see Outbound settings.
True Abandon Rate	The percentage of interactions transferred to the queue that never reached an agent, most likely because the customer ended the interaction.

Performance

Column	Description
Offered	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Answered (in Answered % column)	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in the campaign before an agent answers it. This metric excludes the interactions that the agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Avg Abandon	The average amount of time before a customer disconnects in an ACD campaign before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Total Alert	The total time Genesys Cloud alerts the agent before the agent accepts or declines an interaction.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Alert	The number of times agents receive an alert for interactions.
Alert – No Answer	The number of times the agent did not answer an offered interaction while On Queue or Interacting. While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous interactions.
Max Alert	The maximum amount of time an agent was being alerted.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
Min Abandon	The minimum time of an abandoned interaction for the selected interval.
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Alert	The minimum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.

Campaign Performance Summary view

Click to view available columns

Performance

Column	Description
Column	Column Description
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in a campaign before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work. In some cases, as after-call work overlaps with talk time or hold time, this sum of cumulative metrics represented in Total Handle is not the same as the tHandle metric, which eliminates any overlap.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Avg Abandon	The average amount of time before a customer disconnects in an ACD campaign before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
Min Abandon	The minimum time of an abandoned interaction for the selected interval.
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Alert	The number of times agents receive an alert for interactions.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
Max Alert	The maximum amount of time an agent was being alerted.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Alert	The minimum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

Campaign

Column	Column Description
Campaign Connect Rate	The total number of outbound campaign-connected conversations divided by the total number of campaign attempts for the selected interval.
Campaign Name	The campaign’s given name.
Compliance Abandon Rate	The percentage of interactions that did not reach the agent within the configured compliance abandon threshold, compared with the configurable interactions subject to the compliance abandon rate. For more information, see Outbound settings, and Outbound abandoned calls.
Contact Abandon	The number of times a contact connected to the platform, but was not connected to an agent within the Compliance Abandon Threshold. For more information about abandoned calls, see Outbound abandoned calls.
Contact Abandon Rate	The percentage of Compliance Abandons divided by total contacts.
Contacts	The number of times a contact is connected to an agent.
Dial Abandon Rate	The percentage of abandons divided by the total dials.
Dials	The number of interactions initiated by the campaign.
Division	The number of campaigns for a specific division.
True Abandon	The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more information, see Outbound abandoned calls.
True Abandon Rate	The percentage of interactions transferred to the queue that never reached an agent. It usually occurs because the customer ended the interaction.

Content Search view

Click to view available columns

Column	Description
ANI	The number of the person who dialed.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start)
Conversation ID	The specific conversation ID for the interaction.
DNIS	The original number dialed for the interaction.
Date	The date at which the interaction started.
Division	The divisions associated with the interaction. See About access control.
Empathy Score	This score of an agent’s level of empathy and emotional intelligence during customer interactions, from -100 to 100. For more information, see Understanding agent empathy analysis. Empathy score = 100 * [(Number of empathetic phrases – Number of unhelpful phrases) / (Total number of empathetic and unhelpful phrases)] For example, if an interaction has two empathetic phrases from an agent and three unhelpful phrases the score is calculated as follows: 100 * [(2-3)/(2+3)] -> 100 * [-1/5] -> 100 * (-0.2) -> -20
Flow	The name of the flow used to route the interaction.
From	Displays information for interactions sent from the selected phone number or email addresses.
Initial Direction	Whether the interaction started as inbound or outbound.
Media Type	The type of media used.
Queue	The associated queues.
Sentiment Score	The score of the positive and negative markers in an interaction voice transcript, from -100 to 100. See About sentiment analysis.
Sentiment Trend	The comparison of the sentiment in the first half of the interaction with the sentiment in the second half of the interaction. For more information, see What is the customer sentiment trend?
Subject	The subject associated with the interaction.
To	Displays information for interactions sent to the selected phone number or email address.
Topics	Up to 25 defined topics are included in the transcript. Displays the topics detected on both the internal and external channels.
Topics (External)	Displays the topics detected on the external channel.
Topics (Internal)	Displays the topics detected on the internal channel.
Transcript Date	The specific transcript date for the interaction.
Transcript ID	The specific transcript ID for the interaction.
Users	The internal users who are alerted or involved.

Data Actions Performance Detail view

Click to view available columns

Column	Description
Interval	The time interval for the row. The interval for each row depends on the date filter settings. For example, if you set the date filter to a day, then 30-minute intervals display for each row.
Executions	The number of attempts to execute this action. This metric includes successful and unsuccessful executions.
Avg Duration	The average time, in seconds, that the action took to execute.
Min Duration	The minimum time, in seconds, that the action took to execute.
Max Duration	The maximum time, in seconds, that the action took to execute.
Total Duration	The sum of the durations of all executions of this action.
95% Duration	The 95th percentile duration for this action, in seconds. This means that 95% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
99% Duration	The 99th percentile duration for this action, in seconds. This means that 99% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
Errors	The total number of executions that resulted in a non-200 level HTTP result. Some expected errors including a 404 response when a lookup does not yield results.
Error %	Percentage of execution attempts that resulted in any error response.
Remote Endpoint Errors	Errors due to a non-200 level response from the remote endpoint. It is an expected behavior including a failed lookup returning a 404 response.
Remote Endpoint Error %	Error % due to a non-200 level response from the remote endpoint. It is an expected behavior including a failed lookup returning a 404 response.
Processing Errors	Errors due to failures in processing the action configuration. These errors indicate that the action is misconfigured or unable to handle some inputs or results from the remote web service. Test the action with test mode or contact support for additional details
Processing Error %	Error % due to failures in processing the action configuration. A non-zero percentage indicates that the action is misconfigured or unable to handle some inputs or results from the remote web service. Test the action with test mode or contact support for additional details.
Authentication Errors	Errors due to an authentication error. A large number of errors likely indicate that the credentials in use are invalid or have expired.
Authentication Error %	Error % due to an authentication error. A 100% error percentage likely indicates that the credentials in use are invalid or have expired.
Concurrency Rate Limit Errors	Errors due to too many data action executions attempted concurrently. These errors along with a high value for the 99% duration or 95% duration indicate that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting
Concurrency Rate Limit Error %	Error % due to too many data action executions attempted concurrently. A substantial percentage along with a high value for the 99% Duration or 95% Duration indicates that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting.
Volume Rate Limit Errors	Errors due to the per-minute data action limit being exceeded. Assuming the rate of data action executions is expected, contact support to request that the volume limit be increased.
Volume Rate Limit Rate	Error % due to the per-minute data action limit being exceeded. Assuming the rate of data action executions is expected, contact support to request that the volume limit be increased.
Remote Endpoint 429 Errors	Errors due to the remote endpoint returning a 429 (Rate limited) response. You may consider caching responses from that endpoint to reduce calls to the endpoint or request an increase in your rate limit from that provider. For more information, see Designing Architect flow data actions for resiliency.
Remote Endpoint 429 %	Error % due to the remote endpoint returning a 429 (Rate limited) response. You may consider caching responses from that endpoint to reduce calls to the endpoint or request an increase in your rate limit from that provider. For more information, see Design and implement a data action response cache.
Success Count	The number of executions that were successful.
Success %	The percentage of executions that were successful.
Remote Endpoint 4XX Errors	Errors due to the remote endpoint returning a 400-level HTTP status code.
Remote Endpoint 5XX Errors	Errors due to the remote endpoint returning a 500-level HTTP status code.

Data Actions Performance Summary view

Click to view available columns

Column	Description
Action Category	The category configured for the action. This metric is typically the name of the integration that contains the action.
Action Name	The name given to the data action.
Executions	The number of attempts to execute this action/category. This includes successful and unsuccessful executions.
Avg Duration	The average time, in seconds, taken to execute the action/category.
Min Duration	The minimum time, in seconds, taken to execute the action/category.
Max Duration	The maximum time, in seconds, taken to execute the action/category.
Total Duration	The sum of the durations of all executions of this action/category.
95% Duration	The 95th percentile duration for this action/category, in seconds. This means that 95% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
99% Duration	The 99th percentile duration for this action/category, in seconds. This means that 99% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
Errors	The total number of executions that resulted in a non-200 level HTTP result. Some errors may be expected including a 404 response when a lookup does not yield results.
Error %	Percentage of execution attempts that resulted in any error response.
Remote Endpoint Errors	Errors due to a non-200 level response from the remote endpoint. This could be expected behavior including a failed lookup returning a 404 response.
Remote Endpoint Error %	Error % due to a non-200 level response from the remote endpoint. This could be expected behavior including a failed lookup returning a 404 response.
Processing Errors	Errors due to failures in processing the action configuration. These errors indicate that the action is misconfigured or unable to handle some inputs or results from the remote web service. Test the action with test mode or contact support for additional details
Processing Error %	Error % due to failures in processing the action configuration. A non-zero percentage indicates that the action is misconfigured or unable to handle some inputs or results from the remote web service. Test the action with test mode or contact support for additional details.
Authentication Errors	Errors due to an authentication error. A large number of errors likely indicate that the credentials in use are invalid or have expired.
Authentication Error %	Error % due to an authentication error. A 100% error percentage likely indicates that the credentials in use are invalid or have expired.
Concurrency Rate Limit Errors	Errors due to too many data action executions attempted concurrently. These errors along with a high value for the 99% duration or 95% duration indicate that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting
Concurrency Rate Limit Error %	Error % due to too many data action executions attempted concurrently. A substantial percentage along with a high value for the 99% Duration or 95% Duration indicates that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting.
Volume Rate Limit Errors	Errors due to the per-minute data action limit being exceeded. Assuming the rate of data action executions is expected, contact support to request that the volume limit be increased.
Volume Rate Limit Rate	Error % due to the per-minute data action limit being exceeded. Assuming the rate of data action executions is expected, contact support to request that the volume limit be increased.
Remote Endpoint 429 Errors	Errors due to the remote endpoint returning a 429 (Rate limited) response. You may consider caching responses from that endpoint to reduce calls to the endpoint or request an increase in your rate limit from that provider. For more information, see Designing Architect flow data actions for resiliency.
Remote Endpoint 429 %	Error % due to the remote endpoint returning a 429 (Rate limited) response. You may consider caching responses from that endpoint to reduce calls to the endpoint or request an increase in your rate limit from that provider. For more information, see Design and implement a data action response cache.
Success Count	The number of executions that were successful.
Success %	The percentage of executions that were successful.
Remote Endpoint 4XX Errors	Errors due to the remote endpoint returning a 400-level HTTP status code.
Remote Endpoint 5XX Errors	Errors due to the remote endpoint returning a 500-level HTTP status code.

DNIS Performance Detail view

Click to view available columns

Column	Description
Column	Description
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Answered (in Answered % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
IVR	The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.
Avg IVR	The average amount of time interactions that enter an IVR stay in an IVR. Calculated by (Total IVR time / number of interactions with IVR)
Total IVR	The total amount of time that interactions spent in IVRs.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
Min Abandon	The minimum time of an abandoned interaction for the selected interval.
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Voicemail	Count of voicemails received.
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max IVR	The maximum amount of time interactions that enter an IVR stay in an IVR.
Min IVR	The minimum amount of time interactions that enter an IVR stay in an IVR.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.

DNIS Performance Summary view

Click to view available columns

Column	Description
Column	Description
DNIS	The number dialed by the calling party.
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Answered (in Answered % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Calculated by: Total Wait Time / Interactions.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.
IVR	The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.
Avg IVR	The average amount of time interactions that enter an IVR stay in an IVR. Calculated by (Total IVR time / number of interactions with IVR)
Total IVR	The total amount of time that interactions spent in IVRs.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
Min Abandon	The minimum time of an abandoned interaction for the selected interval.
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Voicemail	Count of voicemails received.
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max IVR	The maximum amount of time interactions that enter an IVR stay in an IVR.
Min IVR	The minimum amount of time interactions that enter an IVR stay in an IVR.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.

Email Agent Performance Detail view

Click to view available columns

Performance

Metric	Definition
Metric	Definition
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Avg Park	The average amount of time an email was parked by an agent.
Department	Department of the user as defined within Genesys Cloud.
Email	Email address configured for the user.
Location	Location for the user as defined in Genesys Cloud.
Max Park	The maximum amount of time an email was parked by an agent.
Min Park	The minimum amount of time an email was parked by an agent.
Park	The number of emails parked by an agent.
Total Park	The total amount of time an email was parked by an agent.
Reports To	The manager as defined for the user within Genesys Cloud.
Time in Routing Status	The amount of time agents have been in their current routing status.
Routing Status	The current routing status of an agent.
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.
Secondary Status	The current secondary status of an agent. If there is no secondary status, then this column displays the agent’s primary status.
Status	The current primary status of an agent, such as Available, Away, or Busy.
Time in Status	The amount of time agents have been in their current primary status.
Title	Title of the user as defined within Genesys Cloud.
ID	The specific conversation ID for the interaction.
Interval	The time period.
Avg Interact	The average number of seconds spent interacting on an email.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Interact	The total amount of time spent interacting on all the email conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Error	The number of errors that occurred on conversations.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Alert	The number of times agents receive an alert for interactions.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Min Alert	The minimum amount of time an agent was being alerted.
Max Alert	The maximum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Interact	The minimum amount of time spent interacting on an email for the selected interval.
Max Interact	The maximum amount of time spent interacting on an email for the selected interval.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during email conversations. A session includes the point where the agent joins the email conversation to the point where they disconnect.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Email Agent Performance Summary view

Click to view available columns

Performance

Column	Description
Column	Description
Time in Status	The amount of time agents have been in their current primary status.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Status	The current primary status of an agent, such as Available, Away, or Busy.
Presence	Displays a colored dot related to the agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators.
Secondary Status	The current secondary status of an agent. If there is no secondary status, then this column displays the agent’s primary status.
Time in Routing Status	The amount of time agents have been in their current routing status.
Routing Status	The current routing status of an agent.
Agent	The full name for the user.
ID	Unique system ID for the user.
Email	Email address configured for the user.
Reports To	The manager as defined for the user within Genesys Cloud.
Location	Location for the user as defined in Genesys Cloud.
Title	Title of the user as defined within Genesys Cloud.
Department	Department of the user as defined within Genesys Cloud.
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Interact	The average number of seconds spent interacting on an email.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Interact	The total amount of time spent interacting on all the email conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Error	The number of errors that occurred on conversations.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Alert	The number of times agents receive an alert for interactions.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Min Alert	The minimum amount of time an agent was being alerted.
Max Alert	The maximum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Interact	The maximum amount of time spent interacting on an email for the selected interval.
Max Interact	The minimum amount of time spent interacting on an email for the selected interval.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during email conversations. A session includes the point where the agent joins the email conversation to the point where they disconnect.
Avg Park	The average amount of time an email was parked by an agent.
Max Park	The maximum amount of time an email was parked by an agent.
Min Park	The minimum amount of time an email was parked by an agent.
Park	The number of emails parked by an agent.
Total Park	The total amount of time an email was parked by an agent.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Email Queue Performance Detail view

Click to view available columns

Performance

Column	Description
Column	Description
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on an email.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Interact	The total amount of time spent interacting on all the email conversations by the agent, within an interval.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Interact	The maximum amount of time spent interacting on an email for the selected interval.
Min Interact	The minimum amount of time spent interacting on an email for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Error	The number of errors that occurred on the queue conversations.
SL %	The service level percentage for the queue.
SL Target %	The service level target percentage for the queue.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during email conversations. A session includes the point where the agent joins the email conversation to the point where they disconnect.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Avg Park	The average amount of time an email was parked by an agent.
Interval	The time period.
Max Park	The maximum amount of time an email was parked by an agent.
Min Park	The minimum amount of time an email was parked by an agent.
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Park	The number of emails parked by an agent.
Total Park	The total amount of time an email was parked by an agent.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Surveys

Column	Column Description
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
Complete	The number of surveys customers have opened and submitted.
Survey Abandon	The number of surveys that customers opened but did not submit before the survey expired.
Survey Expire	The number of surveys that expired before the customer opened it.
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.
Full response	The number of full survey responses with all required questions that were answered by the customers.
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
Voice Survey	The number of voice surveys.
Web Survey	The number of web surveys.
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.

Email Queue Performance Summary view

Click to view available columns

Performance

Column	Description
Column	Column Description
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg Interact	The average number of seconds spent interacting on an email.
Total Park	The total amount of time an email was parked by an agent.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work. Sometimes, as after-call work overlaps with the talk time or the hold time, this sum of the cumulative metrics represented in Total Handle is not the same as the Handle metric, which eliminates any overlap.
Total Interact	The total amount of time spent interacting on all the email conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
ID	The specific conversation ID for the interaction.
Max Park	The maximum amount of time an email was parked by an agent.
Min Park	The minimum amount of time an email was parked by an agent.
Name	The name of the queue.
Park	The number of emails parked by an agent.
Avg Park	The average amount of time an email was parked by an agent.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Interact	The maximum amount of time spent interacting on an email for the selected interval.
Min Interact	The minimum amount of time spent interacting on an email for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Error	The number of errors that occurred on the queue conversations.
SL %	The service level percentage for the queue.
SL Target %	The service level target percentage for the queue.
Interact	The number of sessions where the user(s) interacted during email conversations. A session includes the point where the agent joins the email conversation to the point where they disconnect.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Surveys

Column	Column Description
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
Complete	The number of surveys customers have opened and submitted.
Survey Abandon	The number of surveys that customers opened but did not submit before the survey expired.
Survey Expire	The number of surveys that expired before the customer opened it.
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.
Full response	The number of full survey responses with all required questions that were answered by the customers.
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
Voice Survey	The number of voice surveys.
Web Survey	The number of web surveys.
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.

Flow Milestone Detail view

Click to view available columns

Column	Description
% Total hits	The hits from the row as a percentage of the total number of hits.
Hits	The total number of hits of a milestone.
Max Hits	The maximum number of hits of a milestone in a single execution.
Milestone	The name of the milestone.
Min Hits	The minimum number of hits of a milestone in a single execution.
Repeated	The number of times a milestone was hit more than once in a single execution.

Flow Milestone Interval Detail view

Click to view available columns

Column	Description
% Total hits	The hits from the row as a percentage of the total number of hits.
Hits	The total number of hits of a milestone.
Max Hits	The maximum number of hits of a milestone in a single execution.
Interval	The start date or time of the interval for the row.
Min Hits	The minimum number of hits of a milestone in a single execution.
Repeated	The number of times a milestone was hit more than once in a single execution.

Flow Outcomes Detail view

Click to view available columns

Notes:

The result of an outcome resets anytime an interaction encounters the same outcome again, even if the outcome was originally successful. The system only tracks and displays the last result of an outcome.

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

Column	Description
Attempts	The number of times that an outcome occurred.
Avg Duration	The average amount of time that a call spent in a flow and flow outcome.
Avg Milestone	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.
Max Duration	The longest amount of time that a call spent in a flow and flow outcome.
Milestones	The total number of Milestones.
Min Duration	The shortest amount of time that a call spent in a flow and flow outcome.
Outcome	The name of the flow outcome. For more information about flow outcomes, see Add a flow outcome.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.
Total Duration	The total amount of time that calls spent in a flow and flow outcome.

Flow Outcomes Interval Detail view

Click to view available columns

Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

Column	Description
Attempts	The number of times that an outcome occurred.
Avg Duration	The average amount of time that a call spent in a flow and flow outcome.
Avg Milestones	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.
Interval	The time interval for the row. The interval for each row depends on the date filter settings. For example, if you set the date filter to a day, then 30-minute intervals display for each row.
Max Duration	The longest amount of time that a call spent in a flow and flow outcome.
Milestones	The total number of Milestones.
Min Duration	The shortest amount of time that a call spent in a flow and flow outcome.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.
Total Duration	The total amount of time that calls spent in a flow and flow outcome.

Flow Outcomes Summary view

Click to view available columns

Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

Column	Description
Attempts	The number of times that an outcome occurred.
Avg Duration	The average amount of time that a call spent in a flow and flow outcome.
Avg Milestones	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.
Max Duration	The longest amount of time that a call spent in a flow and flow outcome.
Milestones	The total number of Milestones.
Min Duration	The shortest amount of time that a call spent in a flow and flow outcome.
Outcome	The name of the flow outcome. For more information about flow outcomes, see Add a flow outcome.
Success %	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.
Total Duration	The total amount of time that calls spent in a flow and flow outcome.

Flow Topics Detail view

Click to view available columns

If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

To add a column for a specific topic or for a topic based on a specific dialect, click and type the topic name or dialect name in the field provided at the bottom of the column list. If you enter a dialect name, the topic list only contains topics associated with the specific dialect. From the list that appears, select the topic that you want to add to the view and click Add Columns.

Column	Description
Topic	The name of the speech and text analytics topic.
Interactions	The number of agent communications in which the topic was detected.
Interactions %	The percentage of agent communications in which the topic was detected out of the total number of communications the agent handled.
Dialect	The dialect the topic was created for.
Participant	The participant the topic is targeting. The values can be internal (for example, IVR, agent), or external (for example, customer).
Average Sentiment Score	The average sentiment score of interactions.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Sentiment	Shows the spread of sentiment for the topics shown.

Flow Topics Summary view

Click to view available columns

If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

Column	Description
Flow	The name of the flow. Expand the flow row to see the flow version.
Entries	The total number of times calls enter the flow or flow version. A call can enter a flow multiple times.
Avg Flow	The average amount of time that an entry spent in the flow.
Interactions Analyzed	The number of interactions transcribed and/or analyzed by speech and text analytics for each individual agent.
<Topic name>	The selected topics and the number of interactions analyzed for each.
No Topics Detected	The number of interactions without a topic.
Average Sentiment Score	The average sentiment score of interactions.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Sentiment	Shows the spread of sentiment for the topics shown.

Flows Performance Detail view

Click to view available columns

Flow

Column	Description
Avg Flow	The average amount of time that an entry spent in the flow.
Avg Milestones	The average number of milestones per flow and flow outcome.
Entries	The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.
Interval	The time period.
Max Flow	The longest amount of time that an entry spent in the flow.
Milestones	The total number of Milestones.
Total Flow	The total time entries spent in the flow.

Disconnects

Column	Description
Avg Disconnect	The average amount of time until an entry disconnected in a flow.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Disconnect	The number of entries that disconnected in the flow, including the percentage of entries that disconnected compared with the total number of entries.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Max Disconnect	The longest amount of time that an entry spent in the flow before disconnecting.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.
Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.

Exits

Column	Description
ACD Exit	The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits.
ACD Voicemail Exit	The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits.
Avg Exit	The average amount of time that an entry spent in a flow before exiting.
Exit	The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Group Exit	The number of times an entry exited a flow to a group. Includes the percentage of group exits compared with the total number of exits.
Group Voicemail Exit	The number of times an entry exited a flow to a group voicemail. Includes the percentage of group voicemail exits compared with the total number of exits.
Max Exit	The longest amount of time that an entry spent in the flow before exiting.
Number Exit	The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits.
Secure Flow Exit	The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits.
Total Exit	The total amount of time an entry spent in a flow until it exited the flow to another destination, such as an ACD queue, ACD voicemail, or user.
User Exit	The number of times an entry exited a flow to a user. Includes the percentage of user exits compared with the total number of exits.
User Voicemail Exit	The number of times an entry exited a flow to a user's voicemail. Includes the percentage of user voicemail exits compared with the total number of exits.

Outcomes

Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

Column	Description
Avg Outcomes	The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome	The number of flow outcomes.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Flows Performance Summary view

Click to view available columns

Flow

Column	Description
Avg Flow	The average amount of time that an entry spent in the flow.
Avg Milestones	The average number of milestones per flow and flow outcome.
Entries	The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.
Flow	The name of the flow. If you have the flow row expanded, this column also shows the flow version.
Max Flow	The longest amount of time that an entry spent in the flow.
Milestones	The total number of Milestones.
Total Flow	The total time entries spent in the flow.
Type	The type of flow: inbound call, outbound call, or secure call.

Disconnects

Column	Description
Avg Disconnect	The average amount of time until an entry disconnected in a flow.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Disconnect	The number of entries that disconnected in the flow, including the percentage of entries that disconnected compared with the total number of entries.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Max Disconnect	The longest amount of time that an entry spent in the flow before disconnecting.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.
Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.

Exits

Column	Description
ACD Exit	The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits.
ACD Voicemail Exit	The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits.
Avg Exit	The average amount of time that an entry spent in a flow before exiting.
Exit	The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Group Exit	The number of times an entry exited a flow to a group. Includes the percentage of group exits compared with the total number of exits.
Group Voicemail Exit	The number of times an entry exited a flow to a group voicemail. Includes the percentage of group voicemail exits compared with the total number of exits.
Max Exit	The longest amount of time that an entry spent in the flow before exiting.
Number Exit	The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits.
Secure Flow Exit	The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits.
Total Exit	The total amount of time an entry spent in a flow until it exited the flow to another destination, such as an ACD queue, ACD voicemail, or user.
User Exit	The number of times an entry exited a flow to a user. Includes the percentage of user exits compared with the total number of exits.
User Voicemail Exit	The number of times an entry exited a flow to a user's voicemail. Includes the percentage of user voicemail exits compared with the total number of exits.

Outcomes

Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

Column	Description
Avg Outcomes	The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome	The number of flow outcomes.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Interactions view

Click to view available columns

Evaluations

Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Displays whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

External Contact

Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Flows

Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
Successful Outcomes	Displays a list of successful flow outcomes for the interaction.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.

Interactions

Column	Description
Column	Description
Media Type	The type of media used.
MOS	The estimated average Mean Opinion Score (MOS) for the voice interaction among all the audio streams within the conversation. MOS is a measure of audio quality at specific measurement points of voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Fax	Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
Users	The internal users alerted or involved.
Remote	Information about the external participants.
Date	The date the interaction started.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start)
Direction	Displays whether the interaction was inbound, outbound, or inbound/outbound.
Initial Direction	Displays whether the interaction started as inbound or outbound.
ANI	The number of the person who dialed.
DNIS	The original number dialed for the interaction.
Queue	The associated queues.
Wrap-up	The wrap-up code selected by the agent.
Transferred	Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
Abandoned	Displays whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Displays whether an interaction had Agent Assist or not.
To	The email address or SMS number that the interaction is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the To field is 10.
From	The email address or SMS number from which the interaction is sent.
Email CC	The email addresses to which a copy of the email is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the CC field is 10.
Email BCC	The email addresses to which a copy of the email is sent to, but that name is not visible to other recipients of the message. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the BCC field is 10.
Flagged	Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call.
Wrap-up Notes	Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column.
Blind Transferred	Displays whether the interaction had a blind transfer.
Barged-in	Indicates whether a supervisor barged into the conversation.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Coached	Indicates whether a supervisor coached on the conversation.
Co-browse	Displays whether the interaction had a co-browse session.
Consulted	Displays whether the interaction had a consult.
Consult Transferred	Displays whether the interaction had a consult transfer.
Conversation ID	The specific conversation ID for the interaction.
Division	Displays the divisions associated with the interaction. See About access control.
End Date	The time and date the interaction ended. This column is blank if the interaction is still in progress.
Message Type	The ACD message type used.
Non-ACD	Displays whether the interaction involved ACD.
Recording	Y indicates that the conversation was initially recorded at the external trunk by the Edge. It does not consider whether the customer's policies actually retained it. N indicates that the conversation was not recorded at the external trunk by the Edge.
Screen Share	Displays whether the interaction contains a screen share session.
SIP Call ID	Displays the globally unique identifier embedded in all SIP requests and responses for the interaction.
Users - Alerted	The agents Genesys Cloud alerted for the interaction.
Users - Interacted	The users who actually interacted during the interaction.
Voicemail	Displays whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS	Any DNIS number dialed during the interaction, including the original DNIS number.
Inbound Media	The count of inbound media for an interaction.
Has Media	Indicates when message-type conversations have media (images, files, and so on) attached.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Emails Sent	Count of the number of emails sent by an agent, including Reply All and Forward.
Monitored	Whether the interaction was monitored.
First Queue	First queueID in the conversation, formatted as name.
Last Wrap-Up	The last wrap-up code used on the conversation.
Disconnect Type	The reason the interaction disconnected. System The cloud or the provider caused the disconnect. Agent An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
Subject	First instance of an email subject in the conversation.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Error Code	The name of the error code for the interaction. For more information, see Station errors.
Outbound Media	The number of outbound media for an interaction.
Users - Not Responding	The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Parked	Displays if the interaction has been parked.
Delivery Status	The status of the attempted delivery of email, SMS, and WhatsApp messages. The Email delivery status is available for the agentless emails sent via the email campaigns or Agentless Email Notification API. The SMS delivery status is available for all outbound SMS messages including agentless and agent-sent SMS messages. The WhatsApp delivery Status is available for all inbound and outbound WhatsApp messages, including agentless and agent-sent WhatsApp messages. Supported Delivery Status metrics for email and SMS messages include: Sent - The message was injected but not yet delivered to the recipient's mailbox. Failed - The message was not injected and, therefore, not delivered to the recipient's mailbox. Queued - The message was queued for delivery. Delivery has not yet been attempted. Delivery Success - The message was successfully delivered to the recipient's mailbox. Delivery Failure - The message was injected but failed to reach the recipient's mailbox. Supported Delivery Status metrics for WhatsApp messages include: Sent - The outbound message was successfully processed within the Genesys Cloud platform but has not yet been delivered to the recipient's device. Received - The inbound message was received by the agent or the API client. Read - The outbound message was read by the recipient. Queued - The outbound message was queued for delivery. Delivery has not yet been attempted. Published - The outbound message was successfully sent to the WhatsApp Business platform. Delivery Success - The outbound message was successfully delivered to the recipient's device. Delivery Failure - The outbound message was successfully sent to the WhatsApp Business Platform but failed to reach the recipient's device.
Delivery Status Details	Additional details about the delivery, including engagement metrics. For more information, see SMS delivery receipts, Email delivery receipts, and WhatsApp delivery receipts.
Conversation Initiator	Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent).
Customer Participation	Displays email and message interactions during which a customer participated, or a customer did not participate.
Social Classification	Displays the type of social listening data such as Public or Private. Lists one value for each interaction.

Journey

Column	Description
Column	Description
Has Customer Journey Data	Displays whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Displays whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Metrics

Column	Description
Column	Description
Alert Segments	The number of alerts.
Blind Transfers	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consults	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfers	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.
Hold Segments	The number of times the agent places the customer on hold.
IVR Segments	The number of times the interaction enters an IVR.
Queue Segments	The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments	The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Contacting	The total time an interaction spent connecting to the agent's phone before dialing out.
Total Dialing	The total time spent dialing out.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The total amount of time the customer was on hold.
Total IVR	The total amount of time spent in IVR.
Total Queue	The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
Total Talk	The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes. Note: The total Talk times for Callbacks currently include both the agents' Callback session and agents' Call session, which results in an inflated time. For more information on callback analytics improvements, see Callback analytics improvements.
Transfers	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Time to Abandon	The duration of time until the conversation was abandoned.
Total Barge-In	Total time spent on the interaction after barging into the conversation.
Total Coaching	Total time spent coaching in the conversation.
Total Voicemail	Total duration of voicemails included in the conversation.
User Segments	The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments	The number of times an interaction was in wrap-up.
Total Monitor	Total time that the user spent monitoring interactions.
Error Count	The number of errors for the interaction.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Active Park	Displays the duration of the interaction that is currently parked.
Total Park	Displays the total parked duration of the completed interaction.
Not Responding	The number of times an agent did not respond to the interaction.

Outbound

Column	Description
Column	Description
Campaign Name	The name of the campaign associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Contact ID	The contact ID associated with the interaction.
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Outbound Attempt	The number of attempts made to call the customer.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Start	The start date of the first outbound call of a campaign.
Time to Flow	The amount of time it took for the campaign call to enter a flow.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Campaign Caller Name	The name of the customer being called by the campaign.

Routing

Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Displays whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.
Preferred Rule	Indicates the rule in for the preferred agent.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Rule	Indicates the routing rings associated with an interaction.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Skills	Displays the original skills that came from the flow.
Skills - Active	Displays the skills remaining on the interaction used for routing.
Skills — Removed	Displays skills removed from the interaction through bullseye routing.

Surveys

Column	Description
Column	Description
Has Survey Data	Displays whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it. Sent - Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress - The contact opened the survey link to start the survey. Finished - The contact completed the survey. Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted - The survey form was deleted.
Surveys	The number of surveys sent related to the interaction.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

Journey Action Maps Summary view

Click to view available columns

Column	Description
Name	Action map name.
Type	Type of web action associated to the action map, such as web chat or content offer.
Qualified	Number of times that the action map qualified to offer a web action to visitors.
Offered	Number of times that the action map offered a web action to visitors.
Offered %	Percent of qualified action maps that offered a web action (Offered/Qualified).
Blocked	Number of blocked actions. Click the blocked count to view blocker constraint details for an individual action map.
Accepted	Number of times that visitors accepted the action map's web action.
Accepted %	Percent of web actions that visitors accepted (Accepted/Offered).
Engaged	Number of times that agents engaged with a web chat or web messaging. Note: This data is currently not available for web messenger.
Engaged %	Percent of web chat or web messaging engagements that visitors accepted (Engaged/Accepted).
Rejected	Number of times that visitors rejected the action map's web action.
Rejected %	Percent of web actions that visitors rejected (Rejected/Offered).
Outcomes	Number of outcomes that have achievements because of the action map. Note: This data is currently not available for web messenger.
Outcomes Achieved	Number of times that the outcome associated to the action map was achieved. Note: This data is currently not available for web messenger.
Active	Indicates whether the action map is active and ready to trigger on your website.
Updated	Date the action map was last modified.
Outcome value	The outcome value achieved by each action map.

Journey Outcomes Summary view

Click to view available columns

Column	Description
Achieved	Number of times that the outcome was achieved.
Achieved w/ Engagement	Number of outcomes achieved that were associated to a web action (such as, web chat or content offer). Note: This data is currently not available for web messenger.
Action Maps	Number of action maps that have assisted in an outcome achievement. Note: This data is currently not available for web messenger.
Active	Indicates whether the outcome is ready to use on your website.
Name	Outcome name.
Outcome Value	The outcome value achieved by each action map. Also add a row beneath this now for Outcome value with Engagement.
Outcome per Engagement %	Percentage of actions that achieved the outcome (Achieved with Action / number of actions).
Segments	Number of segments that achieved the outcome.
Updated	Date the outcome was last modified.
Value with Engagement	The outcome value achieved by each action map after the action map is engaged. Note: This data is currently not available for web messenger.

Journey Segments Summary view

Click to view available columns

Column	Description
Name	Segment name.
Segment Matches	Number of visitors matched to the segment.
Description	Segment description.
Type	Segment type (such as session or customer).
Action Maps	Number of action maps configured to use the segment.
Outcomes Achieved	Number of outcomes achieved for the segment.
Outcome value	The outcome value achieved by each action map.
Active	Indicates whether the segment is ready to match visitors on your website.
Updated	Date the outcome was last modified.

Message Agent Performance Detail view

Click to view available columns

Performance

Metric	Definition
Metric	Definition
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Department	Department of the user as defined within Genesys Cloud.
Email	Email address configured for the user.
Location	Location for the user as defined in Genesys Cloud.
Reports To	The manager as defined for the user within Genesys Cloud.
Time in Routing Status	The amount of time agents have been in their current routing status.
Routing Status	The current routing status of an agent.
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.
Secondary Status	The current secondary status of an agent. If there is no secondary status, then this column displays the agent’s primary status.
Status	The current primary status of an agent, such as Available, Away, or Busy.
Time in Status	The amount of time agents have been in their current primary status.
Title	Title of the user as defined within Genesys Cloud.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Interact	The average number of seconds spent interacting on a message.
Interval	The time period.
ID	The specific conversation ID for the interaction.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Interact	The total amount of time spent interacting on all the message conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Error	The number of errors that occurred on conversations.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Alert	The number of times agents receive an alert for interactions.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Monitor	Total time that the user spent monitoring interactions.
Avg Monitor	Average time that the user spent monitoring interactions.
Max Monitor	Maximum time that the user spent monitoring interactions.
Min Monitor	Minimum time that the user spent monitoring interactions.
Monitor	Number of interactions that were monitored.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Min Alert	The minimum amount of time an agent was being alerted.
Max Alert	The maximum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Interact	The minimum amount of time spent interacting on a message for the selected interval.
Max Interact	The maximum amount of time spent interacting on a message for the selected interval.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during message conversations. A session includes the point where the agent joins the message conversation to the point where they disconnect.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Message Agent Performance Summary view

Click to view available columns

Performance

Columns	Description
Columns	Description
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Agent	The full name for the user.
Department	Department of the user as defined within Genesys Cloud.
Email	Email address configured for the user.
Location	Location for the user as defined in Genesys Cloud.
Reports To	The manager as defined for the user within Genesys Cloud.
ID	Unique system ID for the user.
Routing Status	The current routing status of an agent.
Secondary Status	The current secondary status of an agent. If there is no secondary status, then this column displays the agent’s primary status.
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.
Time in Status	The amount of time agents have been in their current primary status.
Status	The current primary status of an agent, such as Available, Away, or Busy.
Title	Title of the user as defined within Genesys Cloud.
Time in Routing Status	The amount of time agents have been in their current routing status.
Presence	Indicates the agent’s presence: green (Available), yellow (Away, Break, Meal, or Training), red (Busy or Meeting), blue (On Queue, Interacting, Not Responding, or Idle), pink (Out of Office), or gray (Offline).
Avg Interact	The average number of seconds spent interacting on a message.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Interact	The total amount of time spent interacting on all the message conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Error	The number of errors that occurred on conversations.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Alert	The number of times agents receive an alert for interactions.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Total Monitor	Total time that the user spent monitoring interactions.
Avg Monitor	Average time that the user spent monitoring interactions.
Max Monitor	Maximum time that the user spent monitoring interactions.
Min Monitor	Minimum time that the user spent monitoring interactions.
Monitor	Number of interactions that were monitored.
Min Alert	The minimum amount of time an agent was being alerted.
Max Alert	The maximum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Interact	The minimum amount of time spent interacting on a message for the selected interval.
Max Interact	The maximum amount of time spent interacting on a message for the selected interval.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during message conversations. A session includes the point where the agent joins the message conversation to the point where they disconnect.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Message Queue Performance Detail view

Click to view available columns

Performance

Column	Description
Column	Description
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on a message.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Interact	The total amount of time spent interacting on all the message conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Inbound Media	The count of inbound media for an interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Interact	The maximum amount of time spent interacting on a message for the selected interval.
Min Interact	The minimum amount of time spent interacting on a message for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.
Error	The number of errors that occurred on the queue conversations.
SL %	The service level percentage for the queue.
SL Target %	The service level target percentage for the queue.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Outbound Media	The number of outbound media for an interaction.
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during message conversations. A session includes the point where the agent joins the message conversation to the point where they disconnect.
Interval	The time period.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Surveys

Column	Column Description
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
Complete	The number of surveys customers have opened and submitted.
Survey Abandon	The number of surveys that customers opened but did not submit before the survey expired.
Survey Expire	The number of surveys that expired before the customer opened it.
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.
Full response	The number of full survey responses with all required questions that were answered by the customers.
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
Voice Survey	The number of voice surveys.
Web Survey	The number of web surveys.
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.

Message Queue Performance Summary view

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Performance

Column	Description
Column	Column Description
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on a message.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work. Sometimes, as after-call work overlaps with the talk time or the hold time, this sum of the cumulative metrics represented in Total Handle is not the same as the Handle metric, which eliminates any overlap.
Total Interact	The total amount of time spent interacting on all the message conversations by the agent, within an interval.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Inbound Media	The count of inbound media for an interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Interact	The maximum amount of time spent interacting on a message for the selected interval.
Min Interact	The minimum amount of time spent interacting on a message for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.
Error	The number of errors that occurred on the queue conversations.
SL %	The service level percentage for the queue.
SL Target %	The service level target percentage for the queue.
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Outbound Media	The number of outbound media for an interaction.
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Interact	The number of sessions where the user(s) interacted during message conversations. A session includes the point where the agent joins the message conversation to the point where they disconnect.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
ID	The specific conversation ID for the interaction.
Name	The name of the queue.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.

Surveys

Column	Column Description
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
Complete	The number of surveys customers have opened and submitted.
Survey Abandon	The number of surveys that customers opened but did not submit before the survey expired.
Survey Expire	The number of surveys that expired before the customer opened it.
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.
Full response	The number of full survey responses with all required questions that were answered by the customers.
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
Voice Survey	The number of voice surveys.
Web Survey	The number of web surveys.
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.

My Development view

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Column	Description
Column	Description
Assigned By	The name of the user who assigned the coaching appointment or learning module.
Assigned Date	The start date and time for the coaching appointment or learning module.
Assigned To	The name of the agent that the coaching appointment or learning module is assigned to.
Completion Date	The date the coaching appointment or learning module was completed.
Development Type	Displays Coaching for coaching appointments, Learning for learning modules, Assessment for standalone assessments, or Learning with Assessment for learning modules with assessments.
Due Date	The target date of completion for the coaching appointment or learning module.
Facilitator	The user responsible for leading the coaching appointment, or assigning the informational learning module to an agent.
Name	The name of the coaching session or the name of the learning module.
Overdue	Displays Yes for coaching appointments and learning modules that have an elapsed completion date. Displays No for coaching appointments and learning modules that do not have an elapsed completion date.
Status	Displays the current status for a coaching appointment or for a learning module. Possible statuses are: Completed, In Progress, Invalid Schedule, and Planned.
Result	Displays the assessment result for the agent. Possible statuses are Pass or Fail.
Score	Displays the assessment score of the agent. Score is shown in percentage.

My Evaluations view

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Column	Description
Release Date/Time	The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation.
Score	The overall evaluation score based upon an evaluator's responses on an evaluation form.
Critical Score	The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.
Evaluation Form Name	The name of the evaluation form used to score the agent.
Evaluator	The name of the person who completed the evaluation.
Reviewed By Agent	Whether the agent has reviewed the evaluation.
Interaction Date / Time	The date and time of the interaction.
Evaluation Date / Time	The date and time of the evaluation.
Media Type	The media type of the interaction.

My Interactions view

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Note: Some metrics in the view may not equal the duration. For example, if two agents are on a call at the same time for two minutes, Total Talk equals four minutes, even though the Conversation Duration may be less than four minutes. If an outbound interaction spent time in a contacting state before connecting to an agent, Talk Time may be less than Conversation Duration.

Interactions

Column	Description
Column	Description
Media Type	The type of media used.
MOS	The estimated average Mean Opinion Score (MOS) for the voice interaction among all the audio streams within the conversation. MOS is a measure of audio quality at specific measurement points of a voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Fax	Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
Users	The internal users alerted or involved.
Remote	Information about the external participants. Note: PII is masked in this view.
Date	The date the interaction started.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start)
Direction	Whether the interaction was inbound, outbound, or inbound/outbound.
Initial Direction	Whether the interaction started as inbound or outbound.
ANI	The number of the person who dialed. Note: PII is masked in this view.
DNIS	The original number dialed for the interaction. Note: PII is masked in this view.
Queue	The associated queues.
Wrap-up	The wrap-up code selected by the agent.
Transferred	Indicates interactions transferred. A transfer counts for the queue in which an agent answers the interaction.
Abandoned	Whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Whether an interaction had Agent Assist or not.
To	The email address or SMS number to which the interaction is sent to. Note: PII is masked in this view.
From	The email address or SMS number from which the interaction is sent. Note: PII is masked in this view.
Flagged	Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call.
Wrap-up Notes	Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column.
Blind Transferred	Whether the interaction had a blind transfer.
Barged-in	Indicates whether a supervisor barged into the conversation.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Coached	Indicates whether a supervisor coached on the conversation.
Co-browse	Whether the interaction had a co-browse session.
Consulted	Whether the interaction had a consult.
Consult Transferred	Whether the interaction had a consult transfer.
Conversation ID	The specific conversation ID for the interaction.
Division	Displays the divisions associated with the interaction. See About access control.
End Date	The time and date the interaction ended. This column is blank if the interaction is still in progress.
Message Type	The ACD message type used.
Non-ACD	Whether the interaction involved ACD.
Recording	Y indicates that the conversation was initially recorded at the external trunk by the Edge. It does not consider whether the customer’s policies actually retained it. N indicates that the conversation was not recorded at the external trunk by the Edge.
Screen Share	Whether the interaction contains a screen share session.
SIP Call ID	Displays the globally unique identifier embedded in all SIP requests and responses for the interaction.
Users – Alerted	The agents Genesys Cloud alerted for the interaction.
Users – Interacted	The users who actually interacted during the interaction.
Voicemail	Whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS	Any DNIS number dialed during the interaction, including the original DNIS number. Note: PII is masked in this view.
Inbound Media	The count of inbound media for an interaction.
Has Media	Whether the interaction has media content.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Emails Sent	Count of the number of emails sent by an agent, including Reply All and Forward.
First Queue	First queueID in the conversation, formatted as name.
Last Wrap-Up	The last wrap-up code used on the conversation.
Disconnect Type	The reason the interaction disconnected. System The cloud or the provider caused the disconnect. Agent An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
Subject	First instance of an email subject in the conversation.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Outbound Media	The number of outbound media for an interaction.
Users – Not Responding	The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Delivery Status	The status of the attempted delivery of email, SMS, and WhatsApp messages. The Email delivery status is available for the agentless emails sent via the email campaigns or Agentless Email Notification API. The SMS delivery status is available for all outbound SMS messages including agentless and agent-sent SMS messages. The WhatsApp delivery Status is available for all inbound and outbound WhatsApp messages, including agentless and agent-sent WhatsApp messages. Supported Delivery Status metrics for email and SMS messages include: Sent - The message was injected but not yet delivered to the recipient's mailbox. Failed - The message was not injected and, therefore, not delivered to the recipient's mailbox. Queued - The message was queued for delivery. Delivery has not yet been attempted. Delivery Success - The message was successfully delivered to the recipient's mailbox. Delivery Failure - The message was injected but failed to reach the recipient's mailbox. Supported Delivery Status metrics for WhatsApp messages include: Sent - The outbound message was successfully processed within the Genesys Cloud platform but has not yet been delivered to the recipient's device. Received - The inbound message was received by the agent or the API client. Read - The outbound message was read by the recipient. Queued - The outbound message was queued for delivery. Delivery has not yet been attempted. Published - The outbound message was successfully sent to the WhatsApp Business platform. Delivery Success - The outbound message was successfully delivered to the recipient's device. Delivery Failure - The outbound message was successfully sent to the WhatsApp Business Platform but failed to reach the recipient's device.
Delivery Status Details	Additional details about the delivery, including engagement metrics. For more information, see SMS delivery receipts, Email delivery receipts, and WhatsApp delivery receipts.
Conversation Initiator	Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent).
Customer Participation	Displays email and message interactions during which a customer participated, or a customer did not participate.
Parked	Displays if the interaction has been parked.

Routing

Column	Description
Column	Description
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.

Metrics

Column	Description
Column	Description
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Alert Segments	The number of alerts.
Blind Transfers	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Consults	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfers	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent’s phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.
Hold Segments	The number of times the agent places the customer on hold.
IVR Segments	The number of times the interaction enters an IVR.
Queue Segments	The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments	The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Contacting	The total time an interaction spent connecting to the agent’s phone before dialing out.
Total Dialing	The total time spent dialing out.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The total amount of time the customer was on hold.
Total IVR	The total amount of time spent in IVR.
Total Queue	The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Transfers	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Time to Abandon	The duration of time until the conversation was abandoned.
Total Barge-In	Total time spent barging into the conversation.
Total Coaching	Total time spent coaching in the conversation.
Total Voicemail	Total duration of voicemails included in the conversation.
User Segments	The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments	The number of times an interaction was in wrap-up.
Total Monitor	Total time that the user spent monitoring interactions.
Error Count	The number of errors for the interaction.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Active Park	Displays the duration of the interaction that is currently parked.
Total Park	Displays the total parked duration of the completed interaction.
Not Responding	The number of times an agent did not respond to the interaction.

Surveys

Column	Description
Column	Description
Has Survey Data	Whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey’s overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys’ percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending Genesys – Cloud has collected all the data that it must send the survey invitation and intends to send it. Sent – Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress – The contact opened the survey link to start the survey. Finished – The contact completed the survey. Error – An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out – The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired – The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted – The survey form was deleted.
Surveys	The number of surveys sent related to the interaction.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

Evaluations

Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Outbound

Column	Description
Column	Description
Campaign Name	The name of the campaign associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Contact ID	The contact ID associated with the interaction.
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Outbound Attempt	The number of attempts made to call the customer.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Start	The start date of the first outbound call of a campaign.
Time to Flow	The amount of time it took for the campaign call to enter a flow.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Campaign Caller Name	The name of the customer being called by the campaign.

Flows

Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
Successful Outcomes	Displays a list of successful flow outcomes for the interaction.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.

Journey

Column	Description
Column	Description
Has Customer Journey Data	Whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Whether Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.

External Contact

Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

My Performance view

Click to view available columns

Column	Description	Columns live update
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Error	The number of errors that occurred on conversations.	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.	Yes
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.	Yes
Alert	The number of times agents receive an alert for interactions.	Yes
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Contacting	The number of contacting segments for the agent and interval.	Yes
Dialing	The number of dialing segments for the agent and interval.	Yes
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.	Yes
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.	Yes
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes

My Queues Activity view

Click to view available columns

Interactions

Column	Description	Columns live update
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Longest Interacting	The amount of time that the longest interacting interaction has been interacting for each media type.	Yes
Longest Waiting	The amount of time that the longest waiting interaction has been waiting in queue for each media type.	Yes
Name	The name of the queue.	Yes
Waiting	The number of interactions that waited in the queue.	Yes

Performance

Column	Description	Columns live update
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.	Yes
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100	Yes
Abandon - No Short	Number of abandons excluding the short abandons.	Yes
Abandon - No Short %	Percent of abandons excluding the short abandons.	Yes
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions	Yes
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.	Yes
Flow-Out %	The percentage of interactions that enter and leave a queue without getting answered by an agent or disconnected. Flow-outs are an indication of customer service level and queue productivity. Calculated by: (Flow-out Count / Offered Count) * 100	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Hold	The number of interactions with holds.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Max Abandon	The maximum time of an abandoned interaction for the selected interval.	Yes
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.	Yes
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.	Yes
Met SLA	Number of interactions that met the defined service level.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Min Abandon	The minimum time of an abandoned interaction for the selected interval.	Yes
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.	Yes
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.	Yes
Offered	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.	Yes
Over SLA	Number of interactions that were over the defined Service Level.	Yes
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.	Yes
Short Abandon	Number of interactions that were short abandoned.	Yes
Short Abandon %	Percent of interactions that were short abandoned.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes
Total ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
Transferred	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Voicemail	Count of voicemails received.	Yes
Wait	The number of interactions that waited in the queue.	Yes

Agents

Column	Description	Columns live update
Alerting	The total number of alerting conversations.	Yes
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.	Yes
Idle	The number of agents who are on queue and available to take interactions but who are not working with interactions.	Yes
Interacting	The number of agents working with interactions. This number includes agents completing after call work.	Yes
Not Responding	An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.	Yes
Off Queue	Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.	Yes
On Queue	The On Queue metric represents the number of agents that are on queue for a specific queue.	Yes
Presence Breakdown	The number of agents in different presences. For more information, see Presence, status, and activity indicators overview	Yes

My Status view

Click to view available columns

Column	Description	Columns live update
Available	The time spent in the Available status for the specified period.	Yes
Away	The time spent in the Away status for the specified period.	Yes
Break	The time spent in the Break status for the specified period.	Yes
Busy	The time spent in the Busy status for the specified period.	Yes
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.	Yes
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.	Yes
Idle %	The percentage of the Total ACD time that is spent in Idle.	Yes
Interacting	The time that the agent was handling interactions.	Yes
Interacting %	The percentage of time spent in the Interacting statuses out of all ACD time, where ACD time is the sum of time spent in the Interacting, Idle, and Not Responding statuses.	Yes
Interval	Shows the time interval of the data.	Yes
Log in	The time the user first logged in within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log in event did not occur within the view’s requested interval.	No
Log out	The last time the user logged out within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log out event did not occur within the view’s requested interval.	No
Logged in	The total amount of time a user is logged in for the specified period.	Yes
Meal	The time spent in the Meal status for the specified period.	Yes
Meeting	The time spent in the Meeting status for the specified period.	Yes
Not Responding	The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.	Yes
Not Responding %	The percentage of the Total ACD time that is spent in Not Responding.	Yes
Occupancy	The percentage of time that an agent spent handling ACD conversations against the total time on queue calculated by: (total time in "Interacting" routing status / (total time in “idle”, “interacting”, and “communicating” routing statuses in interval)) * 100; range: 0-100%	Yes
Off Queue	Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in the Out of Office and Offline statuses are not included in this number.	Yes
Off Queue %	The percentage of the Logged In time that is spent Off Queue.	Yes
On Queue	The On Queue metric represents the number of agents that are on queue for a specific queue.	Yes
On Queue %	The percentage of the Logged In time that is spent On Queue.	Yes
System Away	The time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity. Note: If users manually set their status to Away, then this view displays that time in the Away column.	Yes
Total ACD	The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.	Yes
Training	The time spent in the Training status for the specified period.	Yes

Predictive Routing Queue Impact view

Click to view available columns

Column	Description
KPI	The KPI that is set for the queue, and a collection of KPIs in addition to the set KPI. See Supported KPIs.
Difference	The change in the KPI value. The value is determined by subtracting the average KPI value for predictive interactions from the non-predictive interactions.
Difference %	Shows the changes in the KPI value under the Difference column. The value is shown as a % of the KPI value displayed under the Non-Predictive column. The direction of the arrow next to the view details indicates an increase or a decrease of the KPI value. The color of the arrow indicates the nature of the impact.
Media Type	The type of media used.
Predictive	Indicates the average KPI value of all the interactions handled by the queue during the reporting period, and filtered based on the following interaction details: AHT and Transfer % KPIs – all interactions with a Routing Used filter attribute value equal to the Predictive value. Average Wait, and Over SLA – all interactions with a Routing Requested attribute value equal to the Predictive value.
Non Predictive	Indicates the average KPI value of all the interactions handled by the queue during the reporting period, and categorized based on the following criteria: AHT and Transfer % KPIs – all interactions with a Routing Used filter attribute value that is NOT equal to the Predictive value. Average Wait, and Over SLA – all interactions with a Routing Requested attribute value that is NOT equal to the Predictive value.

Queue Routing Performance Summary view

Click to view available columns

Column	Description
% Total Answered	The percentage of the total number of calls answered in a queue level across different categories such as routing used and routing rules. Routing Used – The routing used is defined as the actual routing method used for answering an interaction. Shows the number of calls answered across different routing types used and expressed as a percentage of the total number of calls answered in that queue. Routing Rule – The routing used is defined as the last routing rule reached before an interaction was answered. Shows the number of calls answered across different routing rules and rings and is expressed as a percentage of the total number of conversations answered for a specified routing used.
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Name	Name of the queue.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100

Queue Topics Detail view

Click to view available columns

If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

Column	Description
Interactions	The number of agent communications in which the topic was detected.
Interactions %	The percentage of agent communications in which the topic was detected out of the total number of communications the agent handled.
Dialect	The dialect the topic was created for.
Participant	The participant the topic is targeting. The values can be internal (for example, IVR, agent), or external (for example, customer).
Average Sentiment Score	The average sentiment score of interactions.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Sentiment	Shows the spread of sentiment for the topics shown.

Queue Topics Summary view

Click to view available columns

If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

Column	Description
Name	The name of the queue.
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Interactions Analyzed	The number of interactions transcribed and/or analyzed by speech and text analytics for each individual agent.
No Topics Detected	The number of interactions without a topic.
<Topic name>	The speech and text analytics topic used to analyze the interaction.
Average Sentiment Score	The average sentiment score of interactions.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Sentiment	Shows the spread of sentiment for the topics shown.

Queue Workitems Performance Detail view

Click to view available columns

Performance

Column	Description
ACD Cancelled	The number of workitems canceled during ACD.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.
Focus	The number of times an agent has a workitem in focus. This number can be higher than the count of workitems handled as the number helps to identify each time an agent has a workitem in focus (vs. on hold).
Handled	The number of workitems handled by agents in a queue.
Hold	The number of interactions with holds.
Interval	This column is preselected based on the interval defined in the time filter.
Max Alert	The maximum number of times an agent was alerted for a workitem.
Max Focus	The maximum amount of time an agent spent focusing on a workitem.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Max Park	The maximum amount of time a workitem was parked by an agent.
Min Focus	The minimum amount of time an agent spent focusing on a workitem.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Min Park	The minimum amount of time a workitem was parked by an agent.
Not Responding	The time an agent was being alerted without responding to a workitem.
Parked	The number of workitems parked by agents in a queue.
Queue Transfer	The number of workitems transferred by a queue to another agent.
Answered	The amount of time an agent took to answer a workitem on a queue or through agent assignment.
Total Hold	The overall hold time for a workitem.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
Terminated	The number of workitems terminated.
Timed Out	The number of workitems with agent timeouts.
Total Focus	The total amount of time an agent spent focusing on a workitem. This time can be less than the Total Handled duration that an agent parks or puts a workitem on hold.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Park	The total amount of time a workitem was parked by an agent.
Transfer	The number of all transfers made by an agent in a queue. This number includes both blind and consult transfers. A transfer is counted on the queue in which an agent answers the interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / Interactions Answered) * 100
Wrap-Up	The number of wrap-ups added.
Wrap-Up Removed	The number of wrap-ups removed.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Requested %	The percentage of workitems that attempt to route to the agents via the direct routing method, divided by all workitem routing attempts.
Direct Used	The routing method used to assign a workitem to an agent.
Direct Used %	The percentage of workitems that routed to the agents via the direct routing method, divided by all workitems routed to the agents.
Manual Used	The number of answered interactions in which manual routing was used.
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.
Preferred Used	The number of answered interactions in which preferred agent routing was used.
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.
Standard Requested	The number of answered interactions in which standard routing was requested.
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.
Standard Used	The number of answered interactions in which standard routing was used.
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Queue Workitems Performance Summary view

Click to view available columns

Performance

Column	Description
ACD Cancelled	The number of workitems canceled during ACD.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.
Focus	The number of times an agent has a workitem in focus. This number can be higher than the count of workitems handled as the number helps to identify each time an agent has a workitem in focus (vs. on hold).
Handled	The number of workitems handled by agents in a queue.
Hold	The number of interactions with holds.
Max Alert	The maximum number of times an agent was alerted for a workitem.
Max Focus	The maximum amount of time an agent spent focusing on a workitem.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Max Park	The maximum amount of time a workitem was parked by an agent.
Min Focus	The minimum amount of time an agent spent focusing on a workitem.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Min Park	The minimum amount of time a workitem was parked by an agent.
Name	The name of the queue.
Not Responding	The time an agent was being alerted without responding to a workitem.
Parked	The number of workitems parked by agents in a queue.
Queue Transfer	The number of workitems transferred by a queue to another agent.
Terminated	The number of workitems terminated.
Answered	The amount of time an agent took to answer a workitem on a queue or through agent assignment.
Total Hold	The overall hold time for a workitem.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
Timed Out	The number of workitems with agent timeouts.
Total Focus	The total amount of time an agent spent focusing on a workitem. This time can be less than the Total Handled duration that an agent parks or puts a workitem on hold.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Park	The total amount of time a workitem was parked by an agent.
Transfer	The number of all transfers made by an agent in a queue. This number includes both blind and consult transfers. A transfer is counted on the queue in which an agent answers the interaction.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / Interactions Answered) * 100
Wrap-Up	The number of wrap-ups added.
Wrap-Up Removed	The number of wrap-ups removed.

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Requested %	The percentage of workitems that attempt to route to the agents via the direct routing method divided by all workitem routing attempts.
Direct Used	The routing method used to assign a workitem to an agent.
Direct Used %	The percentage of workitems that routed to the agents via the direct routing method divided by all workitems routed to the agents.
Manual Used	The number of answered interactions in which manual routing was used.
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.
Preferred Used	The number of answered interactions in which preferred agent routing was used.
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.
Standard Requested	The number of answered interactions in which standard routing was requested.
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.
Standard Used	The number of answered interactions in which standard routing was used.
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Queues Activity Detail view

Click to view available columns

Agent list columns

Column	Description	Columns live update
Agent	The name of the agent in the queue. To open that agent’s Performance Detail view, click the agent’s name. Note: To view more information about an agent, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control. To order the Agent column by name, use the up and down arrows. When filtering by Status, the Agent column arrows are not available. Use the Time in column to order the agents’ list when filtering by Status.	No
Duration, Duration 2, and Duration 3	The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction’s duration in a separate column labeled Duration 2 or Duration 3. If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW icon, and Hold time appears beside the Hold icon. The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong to this queue, for example, the interaction belongs to another queue. Duration information can be delayed during periods of high system volume. Click the Refresh button at the top of the page if the duration value is missing.	Yes
Interactions	The current number of interactions that an agent has, including interactions in Alerting, Interacting, Hold, and ACW.	Yes
Presence	Indicates the agent’s presence: green (Available), yellow (Away, Break, Meal, or Training), red (Busy or Meeting), blue (On Queue, Interacting, Not Responding, or Idle), pink (Out of Office), or gray (Offline).	Yes
Skills	The skills an agent has assigned to them.	No
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name. This column is not included in an exported CSV file or PDF report.	No
Status	The agent’s current status.	Yes
Time in	The number of times the agents are in their current status. When filtering by Status, use the Time in column up and down arrows to order the agents’ list.	Yes
Media Types	Displays the list of permitted media types for that specific interaction that an agent is permitted to handle. Permissions: Conversation > Call > Accept (to accept a voice call assigned to an agent manually) Conversation > Callback > Accept (to accept a callback assigned to an agent manually) Conversation > Webchat > Accept (to accept a chat assigned to an agent manually) Conversation > Email > Accept (to accept an email assigned to an agent manually) Conversation > Message > Accept or Conversation > Webmessaging > Accept (either one of the permissions to accept a message assigned to an agent manually)	No

Queues Activity Summary view

Click to view available columns

Interactions

Column	Description	Columns live update
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Longest Interacting	The amount of time that the longest interacting interaction has been interacting for each media type.	Yes
Longest Waiting	The amount of time that the longest waiting interaction has been waiting in queue for each media type.	Yes
Name	The name of the queue.	Yes
Waiting	The number of interactions that waited in the queue.	Yes

Performance

Column	Description	Columns live update
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.	Yes
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100	Yes
Abandon - No Short	Number of abandons excluding the short abandons.	Yes
Abandon - No Short %	Percent of abandons excluding the short abandons.	Yes
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions	Yes
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.	Yes
Flow-Out %	The percentage of interactions that enter and leave a queue without getting answered by an agent or disconnected. Flow-outs are an indication of customer service level and queue productivity. Calculated by: (Flow-out Count / Offered Count) * 100	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Hold	The number of interactions with holds.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Max Abandon	The maximum time of an abandoned interaction for the selected interval.	Yes
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.	Yes
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.	Yes
Met SLA	Number of interactions that met the defined service level.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Min Abandon	The minimum time of an abandoned interaction for the selected interval.	Yes
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.	Yes
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.	Yes
Offered	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.	Yes
Over SLA	Number of interactions that were over the defined Service Level.	Yes
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.	Yes
Short Abandon	Number of interactions that were short abandoned.	Yes
Short Abandon %	Percent of interactions that were short abandoned.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes
Total ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
Transferred	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Voicemail	Count of voicemails received.	Yes
Wait	The number of interactions that waited in the queue.	Yes

Agents

Column	Description	Columns live update
Alerting	The total number of alerting conversations.	Yes
Communicating	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.	Yes
Idle	The number of agents who are on queue and available to take interactions but who are not working with interactions.	Yes
Interacting	The number of agents working with interactions. This number includes agents completing after call work.	Yes
Not Responding	An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.	Yes
Off Queue	Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.	Yes
On Queue	The On Queue metric represents the number of agents that are on queue for a specific queue.	Yes
Presence Breakdown	The number of agents in different presences. For more information, see Presence, status, and activity indicators overview	Yes

Queues Agents Detail view

Click to view available columns

Real-time metrics

These metrics update continually and always display current data, even if you select a date from the past.

Real-time metric	Description	Columns live update
Real-time metric	Description	Columns live update
Presence	Displays a colored dot related to the agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators.	Yes
Time in Status	The amount of time an agent has been in their current status.	Yes
Status	The agent’s current status. For more information, see Presence, status, and activity indicators overview and Agent presence, status, and activity indicators.	No
Secondary Status	The agent’s current secondary status. For more information, see Presence, status, and activity indicators overview and Secondary status overview.	Yes
Time in Routing Status	The amount of time an agent has been in their current routing status. For more information, see Routing status.	Yes
Routing Status	The agent’s current routing status set by the system. For more information, see Routing status.	Yes
Skills	The current skills assigned to an agent. For more information, see User skills overview.	No
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name. This column is not included in an exported CSV file or PDF report.	No
Title	Title of the user as defined within Genesys Cloud.	No
Department	Department of the user as defined within Genesys Cloud.	No
Primary Phone	Phone number for the user as defined in Genesys Cloud.	No
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.	Yes
Scheduled Activity	The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.	Yes
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.	Yes
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Duration Duration 2 Duration 3	The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction's duration in a separate column labeled Duration 2 or Duration 3.	Yes

Metrics

These metrics represent data for the dates that you selected for the view.

Metric	Description	Columns live update
Metric	Description	Columns live update
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Error	The number of errors that occurred on conversations.	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.	Yes
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.	Yes
Alert	The number of times agents receive an alert for interactions.	Yes
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.	Yes
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	No
Total Monitor	Total time that the user spent monitoring interactions.	Yes
Avg Monitor	Average time that the user spent monitoring interactions.	Yes
Max Monitor	Maximum time that the user spent monitoring interactions.	Yes
Min Monitor	Minimum time that the user spent monitoring interactions.	Yes
Monitor	Number of interactions that were monitored.	Yes
Min Alert	The minimum amount of time an agent was being alerted.	Yes
Max Alert	The maximum amount of time an agent was being alerted.	Yes
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.	Yes
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.	Yes
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.	Yes
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.	Yes
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.	Yes
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.	Yes
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.	Yes
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.	Yes
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Contacting	The number of contacting segments for the agent and interval.	Yes
Dialing	The number of dialing segments for the agent and interval.	Yes
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.	Yes
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.	Yes
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Queues Interactions Detail view

Click to view available columns

Evaluations

Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Displays whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

External Contact

Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Flows

Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.
Successful Outcomes	Displays a list of successful flow outcomes for the interaction.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.

Interactions

Column	Description
Column	Description
Media Type	The type of media used.
MOS	The estimated average Mean Opinion Score (MOS) for the voice interaction among all the audio streams within the conversation. MOS is a measure of audio quality at specific measurement points of voice interaction. Potential measurement points include premises-based and cloud-based Edge devices. The measurement is based on codec type, average jitter, latency, and packet loss. Genesys Cloud displays the lowest MOS for each communication that occurs during the whole call. MOS ranges from 1 (bad) to 5 (excellent). Scores below 3.5 indicate unacceptable quality, and scores above 4.3 indicate high quality.
Fax	Displays Yes if a fax was present during the interaction. Displays No if a fax was not present during the interaction.
Users	The internal users alerted or involved.
Remote	Information about the external participants.
Date	The date the interaction started.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start)
Direction	Displays whether the interaction was inbound, outbound, or inbound/outbound.
Initial Direction	Displays whether the interaction started as inbound or outbound.
ANI	The number of the person who dialed.
DNIS	The original number dialed for the interaction.
Queue	The associated queues.
Wrap-up	The wrap-up code selected by the agent.
Transferred	Indicates interactions that were transferred. A transfer counts for the queue in which an agent answers the interaction.
Abandoned	Displays whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Displays whether an interaction had Agent Assist or not.
To	The email address or SMS number that the interaction is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the To field is 10.
From	The email address or SMS number from which the interaction is sent.
Email CC	The email addresses to which a copy of the email is sent to. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the CC field is 10.
Email BCC	The email addresses to which a copy of the email is sent to, but that name is not visible to other recipients of the message. This field cannot have more than 10 email addresses. The maximum number of recipients displayed in the BCC field is 10.
Flagged	Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction or Flag a problematic phone call.
Wrap-up Notes	Whether an agent wrote a wrap-up note or not. If the agent wrote a note, a preview of the note displays when you hover over the column.
Blind Transferred	Displays whether the interaction had a blind transfer.
Barged-in	Indicates whether a supervisor barged into the conversation.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Coached	Indicates whether a supervisor coached on the conversation.
Co-browse	Displays whether the interaction had a co-browse session.
Consulted	Displays whether the interaction had a consult.
Consult Transferred	Displays whether the interaction had a consult transfer.
Conversation ID	The specific conversation ID for the interaction.
Division	Displays the divisions associated with the interaction. See About access control.
End Date	The time and date the interaction ended. This column is blank if the interaction is still in progress.
Message Type	The ACD message type used.
Non-ACD	Displays whether the interaction involved ACD.
Recording	Y indicates that the conversation was initially recorded at the external trunk by the Edge. It does not consider whether the customer's policies actually retained it. N indicates that the conversation was not recorded at the external trunk by the Edge.
Screen Share	Displays whether the interaction contains a screen share session.
SIP Call ID	Displays the globally unique identifier embedded in all SIP requests and responses for the interaction.
Users - Alerted	The agents Genesys Cloud alerted for the interaction.
Users - Interacted	The users who actually interacted during the interaction.
Voicemail	Displays whether the interaction has voicemail. Includes personal and queue voicemail.
Session DNIS	Any DNIS number dialed during the interaction, including the original DNIS number.
Inbound Media	The count of inbound media for an interaction.
Has Media	Indicates when message-type conversations have media (images, files, and so on) attached.
Provider	The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.
Emails Sent	Count of the number of emails sent by an agent, including Reply All and Forward.
Monitored	Whether the interaction was monitored.
First Queue	First queueID in the conversation, formatted as name.
Last Wrap-Up	The last wrap-up code used on the conversation.
Disconnect Type	The reason the interaction disconnected. System The cloud or the provider caused the disconnect. Agent An agent caused the disconnect. For example, an agent clicked End Call during a voice interaction, or the agent hung up their physical phone, or the browser closed while using the Genesys Cloud WebRTC phone. External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
Subject	First instance of an email subject in the conversation.
Flow-Out Type	Shows the type of flowout for a conversation that was a flowout from a queue.
Error Code	The name of the error code for the interaction. For more information, see Station errors.
Outbound Media	The number of outbound media for an interaction.
Users - Not Responding	The agents who did not answer the interaction, and the agent may have transitioned to Not Responding.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Parked	Displays if the interaction has been parked.
Delivery Status	The status of the attempted delivery of email, SMS, and WhatsApp messages. The Email delivery status is available for the agentless emails sent via the email campaigns or Agentless Email Notification API. The SMS delivery status is available for all outbound SMS messages including agentless and agent-sent SMS messages. The WhatsApp delivery Status is available for all inbound and outbound WhatsApp messages, including agentless and agent-sent WhatsApp messages. Supported Delivery Status metrics for email and SMS messages include: Sent - The message was injected but not yet delivered to the recipient's mailbox. Failed - The message was not injected and, therefore, not delivered to the recipient's mailbox. Queued - The message was queued for delivery. Delivery has not yet been attempted. Delivery Success - The message was successfully delivered to the recipient's mailbox. Delivery Failure - The message was injected but failed to reach the recipient's mailbox. Supported Delivery Status metrics for WhatsApp messages include: Sent - The outbound message was successfully processed within the Genesys Cloud platform but has not yet been delivered to the recipient's device. Received - The inbound message was received by the agent or the API client. Read - The outbound message was read by the recipient. Queued - The outbound message was queued for delivery. Delivery has not yet been attempted. Published - The outbound message was successfully sent to the WhatsApp Business platform. Delivery Success - The outbound message was successfully delivered to the recipient's device. Delivery Failure - The outbound message was successfully sent to the WhatsApp Business Platform but failed to reach the recipient's device.
Delivery Status Details	Additional details about the delivery, including engagement metrics. For more information, see SMS delivery receipts, Email delivery receipts, and WhatsApp delivery receipts.
Conversation Initiator	Displays interactions initiated by a selected initiator (external, user, workflow, customer, or agent).
Customer Participation	Displays email and message interactions during which a customer participated, or a customer did not participate.
Social Classification	Displays the type of social listening data such as Public or Private. Lists one value for each interaction.

Journey

Column	Description
Column	Description
Has Customer Journey Data	Displays whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Displays whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Metrics

Column	Description
Column	Description
Alert Segments	The number of alerts.
Blind Transfers	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consults	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfers	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.
Hold Segments	The number of times the agent places the customer on hold.
IVR Segments	The number of times the interaction enters an IVR.
Queue Segments	The number of times an interaction enters a queue. For example, if an agent accepts an interaction in queue A, transfers it to queue B, and then an agent transfers the interaction back to queue A, then Queue Segments equal 3.
Talk Segments	The number of times an agent and customer talk. For example, in an interaction where an agent accepts an interaction, talks to the customer, places the customer on hold, and then talks the customer again, the Talk Segment equals 2.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Contacting	The total time an interaction spent connecting to the agent's phone before dialing out.
Total Dialing	The total time spent dialing out.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The total amount of time the customer was on hold.
Total IVR	The total amount of time spent in IVR.
Total Queue	The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.
Total Talk	The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes. Note: The total Talk times for Callbacks currently include both the agents' Callback session and agents' Call session, which results in an inflated time. For more information on callback analytics improvements, see Callback analytics improvements.
Transfers	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Time to Abandon	The duration of time until the conversation was abandoned.
Total Barge-In	Total time spent on the interaction after barging into the conversation.
Total Coaching	Total time spent coaching in the conversation.
Total Voicemail	Total duration of voicemails included in the conversation.
User Segments	The number of times an agent (user) was on an interaction. For example, if agent A answered an email interaction twice, and agent B answered the same email interaction once, then user segments would be 3.
Wrap-up Segments	The number of times an interaction was in wrap-up.
Total Monitor	Total time that the user spent monitoring interactions.
Error Count	The number of errors for the interaction.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Active Park	Displays the duration of the interaction that is currently parked.
Total Park	Displays the total parked duration of the completed interaction.
Not Responding	The number of times an agent did not respond to the interaction.

Outbound

Column	Description
Column	Description
Campaign Name	The name of the campaign associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Contact ID	The contact ID associated with the interaction.
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Outbound Attempt	The number of attempts made to call the customer.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Start	The start date of the first outbound call of a campaign.
Time to Flow	The amount of time it took for the campaign call to enter a flow.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Campaign Caller Name	The name of the customer being called by the campaign.

Routing

Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Displays whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.
Preferred Rule	Indicates the rule in for the preferred agent.
Routing Requested	Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out. The routing data is relevant beginning September 5, 2020.
Routing Rule	Indicates the routing rings associated with an interaction.
Routing Used	Displays the routing method that was used to get to the agent who answered the interaction. The routing data is relevant beginning September 5, 2020.
Skills	Displays the original skills that came from the flow.
Skills - Active	Displays the skills remaining on the interaction used for routing.
Skills — Removed	Displays skills removed from the interaction through bullseye routing.

Surveys

Column	Description
Column	Description
Has Survey Data	Displays whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it. Sent - Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress - The contact opened the survey link to start the survey. Finished - The contact completed the survey. Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted - The survey form was deleted.
Surveys	The number of surveys sent related to the interaction.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

Queues Performance Detail view

Click to view available columns

Performance

Column	Description	Columns live update
Column	Description	Columns live update
Offered	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
Answered (in Answered % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100	Yes
Abandoned (in Abandoned % column)	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.	Yes
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.	Yes
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.	Yes
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.	Yes
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.	Yes
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.	Yes
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.	Yes
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.	Yes
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.	Yes
Inbound Media	The count of inbound media for an interaction.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
Max Abandon	The maximum time of an abandoned interaction for the selected interval.	Yes
Min Abandon	The minimum time of an abandoned interaction for the selected interval.	Yes
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.	Yes
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Over SLA	Number of interactions that were over the defined Service Level.	Yes
Met SLA	Number of interactions that met the defined service level.	Yes
Short Abandon	Number of interactions that were short abandoned.	Yes
Short Abandon %	Percent of interactions that were short abandoned.	Yes
Abandon – No Short	Number of abandons excluding the short abandons.	Yes
Abandon – No Short %	Percent of abandons excluding the short abandons.	Yes
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.	Yes
Voicemail	Count of voicemails received.	Yes
Error	The number of errors that occurred on the queue conversations.	Yes
SL %	The service level percentage for the queue.	Yes
SL Target %	The service level target percentage for the queue.	Yes
Contacting	The number of contacting segments for the queue and interval.	Yes
Dialing	The number of dialing segments for the queue and interval.	Yes
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.	Yes
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled	Yes
Outbound Media	The number of outbound media for an interaction.	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes
Wait	The number of interactions that waited in the queue.	Yes
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.	Yes
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Surveys

Column	Column Description	Columns live update
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100	No
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.	No
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.	No
Complete	The number of surveys customers have opened and submitted.	No
Surveys Abandon	The number of surveys that customers opened but did not submit before the survey expired.	No
Survey Expire	The number of surveys that expired before the customer opened it.	No
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.	No
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100	No
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.	No
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.	No
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints	No
Full response	The number of full survey responses with all required questions that were answered by the customers.	No
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.	No
Voice Survey	The number of voice surveys.	No
Web Survey	The number of web surveys.	No
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.	No

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Queues Performance Summary view

Click to view available columns

Performance

Column	Description	Columns live update
Column	Column Description	Columns live update
Name	The name of the queue.	Yes
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
Answer (in Answer % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.	Yes
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100	Yes
Abandon (in Abandon % column)	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.	Yes
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.	Yes
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.	Yes
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level. In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.	Yes
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions	Yes
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.	Yes
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.	Yes
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time	Yes
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)	Yes
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)	Yes
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work. Sometimes, as after-call work overlaps with the talk time or the hold time, this sum of the cumulative metrics represented in Total Handle is not the same as the Handle metric, which eliminates any overlap.	Yes
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.	Yes
Total Hold	The cumulative hold time for all interactions.	Yes
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.	Yes
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.	Yes
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.	Yes
Hold	The number of interactions with holds.	Yes
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.	Yes
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.	Yes
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.	Yes
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.	Yes
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.	Yes
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.	Yes
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.	Yes
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.	Yes
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	Yes
Inbound Media	The count of inbound media for an interaction.	Yes
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100	Yes
Max Abandon	The maximum time of an abandoned interaction for the selected interval.	Yes
Min Abandon	The minimum time of an abandoned interaction for the selected interval.	Yes
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.	Yes
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.	Yes
Max Talk	The maximum amount of time spent interacting for the selected interval.	Yes
Min Talk	The minimum amount of time spent interacting for the selected interval.	Yes
Max Hold	The maximum amount of time spent on hold for the selected interval.	Yes
Min Hold	The minimum amount of time spent on hold for the selected interval.	Yes
Max ACW	The maximum amount of time spent on after call work for the selected interval.	Yes
Min ACW	The minimum amount of time spent on after call work for the selected interval.	Yes
Over SLA	Number of interactions that were over the defined Service Level.	Yes
Met SLA	Number of interactions that met the defined service level.	Yes
Short Abandon	Number of interactions that were short abandoned.	Yes
Short Abandon %	Percent of interactions that were short abandoned.	Yes
Abandon – No Short	Number of abandons excluding the short abandons.	Yes
Abandon – No Short %	Percent of abandons excluding the short abandons.	Yes
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.	Yes
Voicemail	Count of voicemails received.	Yes
Error	The number of errors that occurred on the queue conversations.	Yes
SL %	The service level percentage for the queue.	Yes
SL Target %	The service level target percentage for the queue.	Yes
Contacting	The number of contacting segments for the queue and interval.	Yes
Dialing	The number of dialing segments for the queue and interval.	Yes
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.	Yes
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled	Yes
Outbound Media	The number of outbound media for an interaction.	Yes
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.	Yes
Wait	The number of interactions that waited in the queue.	Yes
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.	Yes
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes
Total Active Callback	The time an agent spent on a callback while a call is active.	Yes
Min Active Callback	The minimum time an agent spent on a callback while a call is active.	Yes
Max Active Callback	The maximum time an agent spent on a callback while a call is active.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.	Yes

Routing

For an overview of routing methods, see Routing and evaluation methods.

Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No
Direct Used	The number of answered interactions in which direct routing was used.	No
Direct Used %	The rate of interactions in which direct routing was used in comparison to all answered interactions.	No
Last Requested	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Requested %	The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.	No
Last Used	The number of answered interactions in which last routing was used. See Last agent handling.	No
Last Used %	The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.	No
Manual Used	The number of answered interactions in which manual routing was used.	No
Manual Used %	The rate of interactions in which manual routing was used in comparison to all answered interactions.	No
Predictive Requested	The number of answered interactions in which predictive routing was requested.	No
Predictive Requested %	The rate of interactions in which predictive routing was requested in comparison with all answered interactions.	No
Predictive Used	The number of answered interactions in which predictive routing was used.	No
Predictive Used %	The rate of interactions in which predictive routing was used in comparison with all answered interactions.	No
Preferred Requested	The number of answered interactions in which preferred agent routing was used.	No
Preferred Requested %	The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.	No
Preferred Used	The number of answered interactions in which preferred agent routing was used.	No
Preferred Used %	The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.	No
Standard Requested	The number of answered interactions in which standard routing was requested.	No
Standard Requested %	The rate of interactions in which standard routing was requested in comparison to all answered interactions.	No
Standard Used	The number of answered interactions in which standard routing was used.	No
Standard Used %	The rate of interactions in which standard routing was used in comparison to all answered interactions.	No

Surveys

Column	Column Description	Columns live update
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100	No
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.	No
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.	No
Complete	The number of surveys customers have opened and submitted.	No
Surveys Abandon	The number of surveys that customers opened but did not submit before the survey expired.	No
Survey Expire	The number of surveys that expired before the customer opened it.	No
Survey Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.	No
Avg Survey Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100	No
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview.	No
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.	No
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints	No
Full response	The number of full survey responses with all required questions that were answered by the customers.	No
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.	No
Voice Survey	The number of voice surveys.	No
Web Survey	The number of web surveys.	No
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.	No

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Queues Wrap-up Detail view

Click to view available columns

Column	Description
Wrap-up	Displays the name of the wrap-up code that includes data for the queue and interval.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent. Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent)
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.

Scheduled Callbacks view

Click to view available columns

Column	Description
ANI	Telephone number of the person who made the original call.
Agent Owner	Agent assigned to a callback.
Callback Number	Telephone number to be dialed.
Campaign	Campaign associated with the callback. This field is blank if the callback is not associated with a campaign.
Campaign Division	Division names of the outbound campaigns associated with the callback.
Conversation ID	Alphanumeric identifier that can be used to locate this callback.
Conversation Start	Date and time stamp for the start of the original conversation.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Duration	Number of days since the start of the original conversation.
External Tag	Displays the External Tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Languages	Languages set by the routing service for the callback.
Name	Name of the person to be called back.
Queue	Queue to place the call on. This field is blank if there is no queue, which can occur if the callback is associated with a campaign.
Queue Division	Division names of the queues associated with the callback.
Scheduled Time	Date and time when the callback occurs.
Skills	Expertise required for handling this callback.

Scheduled Exports view

Click to view available columns

Column	Description
Auto disable in	The number of days remaining to confirm the scheduled export before it is disabled. To ensure you are not running a scheduled export indefinitely, you must confirm a scheduled export every 100 days, or it will be disabled.
Base	The Performance view from which the data is exported.
Destination	A list of email addresses to send the exported file to.
Enabled	Indicates if the export is scheduled to run.
Granularity	For interval-based exports, granularity designates how intervals are partitioned within the export.
Name	The name of the exported file.
Schedule	The recurrence to run the export such as the scheduled day of the week and time, day of the month and time, or day of the quarter and time.
Time Period	The interval of time for your export, such as today, past 30 days, last quarter, or year to date.
Time Zone	The time zone selected for the export. The time values within the export are based on this time zone.

Skills Performance view

Click to view available columns

Column	Description
Offer	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
Answered (in Answered % column)	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
Transfer	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / interactions answered) * 100
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
Min Abandon	The minimum time of an abandoned interaction for the selected interval.
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Over SLA	Number of interactions that were over the defined Service Level.
Met SLA	Number of interactions that met the defined service level.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.
Voicemail	Count of voicemails received.
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Wait	The number of interactions that waited in the queue.
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Max Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
Total Active Callback	The time an agent spent on a callback while a call is active.
Min Active Callback	The minimum time an agent spent on a callback while a call is active.
Max Active Callback	The maximum time an agent spent on a callback while a call is active.
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.
Active Callback	The instances of an agent on a callback while a call is active.
Min Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.

Survey Performance Summary view

Click to view available columns

Column	Column Description
Column	Column Description
Name	The name of the survey form.
Response Rate	The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100
Sent	The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.
In Progress	The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.
Complete	The number of surveys customers have opened and submitted.
Abandon	The number of surveys that customers opened but did not submit before the survey expired.
Expire	The number of surveys that expired before the customer opened it.
Errors	The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.
Bounce	The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address.
Score	The average of completed surveys' percentage scores. The average score does not include NPS. Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100 Beside the score average, this column also displays the lowest percentage score in red and the highest percentage score in green.
NPS	The Net Promoter Score^SM (NPS) of completed surveys. The score can range from -100 to 100. Calculated by (Promoters - Detractors) / number of responses) * 100 For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview. Beside the NPS, this column also displays the number of responses for each group of customer ratings: Detractors (red): customer rating of 0-6 Passives (yellow): customer rating of 7-8 Promoters (green): customer rating of 9-10
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Full response	The number of full survey responses with all required questions that were answered by the customers.
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
Voice Survey	The number of voice surveys.
Web Survey	The number of web surveys.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints

Surveys Performance Detail view

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Column	Column Description
Questions	The name of the question group or, when expanded, the question text. Hover over the portion of a question to see the full question text.
Responses	The number of responses for each question group or question.
Score	The average score for a question group or question based on the number of points the survey form creator assigned to it. The average for question groups does not include NPS question responses. Calculated by (Sum of all responses for the question / Total number of responses to the question) Besides the score average, this column also displays the lowest score in red and the highest score in green. Note: This column displays no score if the question has no responses or the question type is read only, free text, or NPS.
Conditional	Whether the survey form creator set the question group or question as conditional. Conditional question groups and questions appear to the customer based on their previous answer choice.

Topic Trends Detail view

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Column	Description
Column	Description
Interval	The interval start date or time.
Interactions	The number of communications for the topic and interval.
Total Interactions Analyzed	The total communications for all topics.
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Average Sentiment Score	The average sentiment score of interactions.

Topic Trends Summary view

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Column	Description
Column	Description
Name	The name of the topics.
Legend	The colors used in the chart.
Interactions	The number of communications for the topic.
Interactions %	The percentage of communications for this topic out of all communications across all topics.
Dialect	The language associated with the interaction.
Participant	The type of participant, whether Internal, External, or All.
Sentiment	Shows the spread of sentiment for the topics shown.
Positive Interactions	The number of interactions during which the average sentiment is >= +20.
Neutral Interactions	The number of interactions during which the average sentiment is >= -20 and < +20.
Negative Interactions	The number of interactions during which the average sentiment is < -20.
Positive Interactions %	The percent of all interactions that have an overall positive sentiment score (>= +20).
Neutral Interactions %	The percent of all interactions that have an overall neutral sentiment score (>= -20 and < +20).
Negative Interactions %	The percent of all interactions that have an overall negative sentiment score (< -20).
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.
Avg Silence %	The average silent time as a percentage of interactions.
Avg Talk and Silence	The average of both the talking time and silent time.
Overtalk Instances	The number of instances of overtalk time, where both the agent and customer talk at the same time.
Average Sentiment Score	The average sentiment score of interactions.

Workitem Performance view

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Column	Description
Column	Description
Avg Duration	The average amount of time that a workitem has spent in a specific status. Note: The avg duration is calculated only after the workitem has transitioned to another state or the workitem is terminated.
Created	Number of workitems created.
Deleted	Number of workitems deleted.
Met SLA	The total number of workitems terminated on a date that matches the date filter criteria and also before the due date.
Over SLA	The total number of workitems terminated on a date that matches the date filter criteria and also after the due date.
Purged	Number of workitems purged.
Service Level %	The service level % is the percentage of workitems that met SLA and the total number of workitems terminated during the date criteria. The formula to calculate the service level % is: The Number of Workitems Terminated is the total number of workitems terminated during the date specified by the date filter. The total number of workitems terminated on a date that matches the date filter criteria and after the due date defined for the workitems. For example, if the total number of workitems terminated at the specified date is 125 and the total number of Over SLA is 15.
Status	The current status of the workitem defined by the custom status transitions of the worktype.
Status Category	The status category of the workitem. The predefined status categories are Open, In Progress, On Hold, and Closed.
Terminated	The number of workitems terminated.
Transitions	The count of workitems that have transitioned into another status or out of the status or status category listed.
Workbin	Name of the workbin.
Worktype	Name of the worktype.

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Wrap-Up Performance Summary view

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Column	Description
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type. Calculated by (Handle for the wrap-up code / total interactions for the selected date and media type)
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted. In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Hold	The cumulative hold time for all interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Hold	The number of interactions with holds.
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
ACW	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Min ACW	The minimum amount of time spent on after call work for the selected interval.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Talk	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Min Hold	The minimum amount of time spent on hold for the selected interval.