View available columns in performance views by category

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

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.

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

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 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. 

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 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:

Percent of interactions that were short abandoned.

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

Average time to abandon.

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)

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.

The full name for the user.

Email address configured for the user.

Unique system ID for the user.

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.

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.

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. 

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

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

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)

The number of times agents receive an alert for interactions. 

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

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.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Hold / Total Hold

The number of interactions with holds.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

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.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / Interactions Answered) * 100

The number of interactions in which bullseye routing was requested.

The number of answered interactions in which bullseye routing was used.

The number of answered interactions in which manual routing was used.

The number of answered interactions in which preferred agent routing was used.

The number of answered interactions in which preferred agent routing was used.

The number of answered interactions in which standard routing was requested. 

The number of answered interactions in which standard routing was used.

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)

The number of times agents receive an alert for interactions. 

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

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.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Hold / Total Hold

The number of interactions with holds.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

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.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / Interactions Answered) * 100

The number of interactions in which bullseye routing was requested.

The number of answered interactions in which bullseye routing was used.

The number of answered interactions in which manual routing was used.

The number of answered interactions in which preferred agent routing was used.

The number of answered interactions in which preferred agent routing was used.

The number of answered interactions in which standard routing was requested. 

The number of answered interactions in which standard routing was used.

The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation. 

The overall evaluation score based upon an evaluator's responses on an evaluation form.

The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.

The name of the evaluation form used to score the agent. 

The name of the person who completed the evaluation. 

Whether the agent has reviewed the evaluation. 

The date and time of the interaction.

The date and time of the evaluation.

The media type of the interaction.

Whether an agent has left a comment.

The number of evaluations released for the selected agents. 

The average score of evaluations released for the selected agents.

The average critical score of released evaluations completed for selected agents.

The highest evaluation score an agent received for released evaluations.

The lowest evaluation score an agent received for released evaluations.

The highest critical evaluation score an agent received for released evaluations.

The lowest critical evaluation score an agent received for released evaluations.

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

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.

The full name for the user.

Unique system ID for the user.

Email address configured for the user.

Displays the first and last name of the contact.

Displays the organization name.

The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.

The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

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.

Displays a list of failed flow outcomes for the interaction.

The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

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. 

The total amount of time an entry spent in a flow until it disconnected.

Displays a list of incomplete flow outcomes for the interaction.

The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

Displays a list of successful flow outcomes for the interaction.

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. 

The estimated average Mean Opinion Score (MOS) for voice interaction. 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.

Whether an interaction had Agent Assist or not.

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.

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.

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. 

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.

Displays the External Tag that is attached to the conversation record.

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.

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.

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

Callback - Time to first dial

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.

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.

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. 

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

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.

The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.

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.

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. 

Total time that the user spent monitoring interactions.

Total callback duration is the sum of all calling activity for the call portions of the callback. As an example, total callback duration could include all durations from the following example call: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.

The number of times an agent did not respond to the interaction.

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.

Lists the agents evaluated during predictive routing.

Routing Rule

Displays the status of the survey:

• Pending - Genesys Cloud has collected all of the data 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.

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.

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. 

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

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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)

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.

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.

The cumulative hold time for all interactions.

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. 

The total amount of time an outbound interaction spends dialing a contact.

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.

The number of errors that occurred on conversations.

The number of interactions with holds.

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. 

This metric represents the number of outbound interactions placed on behalf of queue.

The number of times an agent was alerted to a conversation but did not answer the conversation. 

The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

The number of times agents receive an alert for interactions. 

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

Total time that the user spent monitoring interactions.

Average time that the user spent monitoring interactions.

Maximum time that the user spent monitoring interactions.

Minimum time that the user spent monitoring interactions.

Number of interactions that were monitored.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The minimum amount of time an agent was being alerted.

The maximum amount of time an agent was being alerted.

The minimum amount of time an agent was being alerted without responding to an interaction.

The maximum amount of time an agent was being alerted without responding to an interaction.

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.

The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

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. 

The percentage of interactions an agent answered in one queue and then blind transferred. 

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.

The percentage of interactions an agent answered in one queue and then consult transferred.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Hold / Total Hold

The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

Calculated by: ACW / Total ACW

Number of instances of sentiment in the given interval with the provided filters.

Average sentiment score (-100 to 100) in the given interval with the provided filters.

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. 

Contacting

The number of contacting segments for the agent and interval.

Dialing

The number of dialing segments for the agent and interval.

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.

Max Dialing

The maximum amount of time an outbound interaction spends dialing a contact.

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.

Min Dialing

The minimum amount of time an outbound interaction spends dialing a contact.

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.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which manual routing was used.

The rate of interactions in which manual routing was used in comparison to all answered interactions.

The number of answered interactions in which predictive routing was requested.

The rate of interactions in which predictive routing was requested in comparison with all answered interactions. 

The number of answered interactions in which predictive routing was used. 

The rate of interactions in which predictive routing was used in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.

The number of answered interactions in which standard routing was requested. 

The rate of interactions in which standard routing was requested in comparison to all answered interactions.

The number of answered interactions in which standard routing was used.

The rate of interactions in which standard routing was used in comparison to all answered interactions.

Average sentiment score (-100 to 100) in the given interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

Time in Status

The amount of time agents have been in their current primary status.

The current primary status of an agent, such as Available, Away, or Busy.

The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. 

The amount of time agents have been in their current routing status.

The current routing status of an agent.

The routing skills and languages assigned to an agent. 

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

The full name for the user.

Unique system ID for the user.

Email address configured for the user.

Official Genesys Cloud groups that the user is part of.

Roles within Genesys Cloud that the user is assigned.

The manager as defined for the user within Genesys Cloud.

Location for the user as defined in Genesys Cloud.

The media types an agent is permitted to handle, such as voice, callback, chat, email, and message.

Title of the user as defined within Genesys Cloud.

Department of the user as defined within Genesys Cloud.

Phone number for the user as defined in Genesys Cloud.

The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.

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.

The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.

The number of interactions assigned to the queue that agents are currently interacting with.

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. 

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.

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. 

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

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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)

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.

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.

The cumulative hold time for all interactions.

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. 

The total amount of time an outbound interaction spends dialing a contact.

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.

The number of errors that occurred on conversations.

The number of interactions with holds.

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. 

This metric represents the number of outbound interactions placed on behalf of queue.

The number of times an agent was alerted to a conversation but did not answer the conversation. 

The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

The number of times agents receive an alert for interactions. 

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

Total time that the user spent monitoring interactions.

Average time that the user spent monitoring interactions.

Maximum time that the user spent monitoring interactions.

Minimum time that the user spent monitoring interactions.

Number of interactions that were monitored.

The minimum amount of time an agent was being alerted.

The maximum amount of time an agent was being alerted.

The minimum amount of time an agent was being alerted without responding to an interaction.

The maximum amount of time an agent was being alerted without responding to an interaction.

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.

The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

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. 

The percentage of interactions an agent answered in one queue and then blind transferred. 

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.

The percentage of interactions an agent answered in one queue and then consult transferred.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Hold / Total Hold

The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

Calculated by: ACW / Total ACW

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. 

Contacting

The number of contacting segments for the agent and interval.

Dialing

The number of dialing segments for the agent and interval.

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.

Max Dialing

The maximum amount of time an outbound interaction spends dialing a contact.

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.

Min Dialing

The minimum amount of time an outbound interaction spends dialing a contact.

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.

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.

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. 

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

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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)

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.

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.

The cumulative hold time for all interactions.

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. 

The total amount of time an outbound interaction spends dialing a contact.

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.

The number of interactions with holds.

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. 

This metric represents the number of outbound interactions placed on behalf of queue.

The number of times an agent was alerted to a conversation but did not answer the conversation. 

The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

The number of times agents receive an alert for interactions. 

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

Total time that the user spent monitoring interactions.

Average time that the user spent monitoring interactions.

Maximum time that the user spent monitoring interactions.

Minimum time that the user spent monitoring interactions.

Number of interactions that were monitored.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The minimum amount of time an agent was being alerted.

The maximum amount of time an agent was being alerted.

The minimum amount of time an agent was being alerted without responding to an interaction.

The maximum amount of time an agent was being alerted without responding to an interaction.

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.

The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

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. 

The percentage of interactions an agent answered in one queue and then blind transferred. 

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.

The percentage of interactions an agent answered in one queue and then consult transferred.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Hold / Total Hold

The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

Calculated by: ACW / Total ACW

Number of instances of sentiment in the given interval with the provided filters.

Average sentiment score (-100 to 100) in the given interval with the provided filters.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which manual routing was used.

The rate of interactions in which manual routing was used in comparison to all answered interactions.

The number of answered interactions in which predictive routing was requested.

The rate of interactions in which predictive routing was requested in comparison with all answered interactions. 

The number of answered interactions in which predictive routing was used. 

The rate of interactions in which predictive routing was used in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.

The number of answered interactions in which standard routing was requested. 

The rate of interactions in which standard routing was requested in comparison to all answered interactions.

The number of answered interactions in which standard routing was used.

The rate of interactions in which standard routing was used in comparison to all answered interactions.

Average sentiment score (-100 to 100) in the given interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

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.

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

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.

This metric represents the number of outbound interactions placed on behalf of queue.

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.

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)

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. 

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 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:

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. 

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.

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.

The cumulative hold time for all interactions.

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. 

The total amount of time an outbound interaction spends dialing a contact.

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.

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

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.

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

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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)

The number of interactions with holds.

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. 

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. 

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.

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.

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.

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.

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

The count of inbound media for an interaction.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

The maximum amount of time spent waiting in queue for the selected interval. 

The minimum amount of time spent waiting in queue for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

Number of interactions that were over the defined Service Level.

Number of interactions that met the defined service level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

Attempted outbound interactions for Dialer campaigns.

Count of voicemails received.

The number of errors that occurred on the queue conversations.

The service level percentage for the queue.

The service level target percentage for the queue.

The number of contacting segments for the queue and interval.

The number of dialing segments for the queue and interval.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Hold / Total Hold

The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

Calculated by: ACW / Total ACW

Number of instances of sentiment in the given interval with the provided filters.

Average sentiment score (-100 to 100) in the given interval with the provided filters.

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. 

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.

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.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which last routing was used. See Last agent handling.

The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.

The number of answered interactions in which manual routing was used.

The rate of interactions in which manual routing was used in comparison to all answered interactions.

The number of answered interactions in which predictive routing was requested.

The rate of interactions in which predictive routing was requested in comparison with all answered interactions. 

The number of answered interactions in which predictive routing was used. 

The rate of interactions in which predictive routing was used in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.

The number of answered interactions in which preferred agent routing was used.

The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.

The number of answered interactions in which standard routing was requested. 

The rate of interactions in which standard routing was requested in comparison to all answered interactions.

The number of answered interactions in which standard routing was used.

The rate of interactions in which standard routing was used in comparison to all answered interactions.

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

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.

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.

The number of surveys customers have opened and submitted.

The number of surveys that customers opened but did not submit before the survey expired.

The number of surveys that expired before the customer opened it. 

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.

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

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. 

Average sentiment score (-100 to 100) in the given interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

The total amount of time a user is logged in for the specified period.

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.

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.

The time spent in the Available status for the specified period.

The time spent in the Busy status for the specified period.

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. 

The time spent in the Meeting status for the specified period.

The time spent in the Break status for the specified period.

The time spent in the Meal status for the specified period.

The time spent in the Training status for the specified period.

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.

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. 

The time that the agent was handling interactions.

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.

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.

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.

The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.

The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.

The percentage of on-queue time that an agent spent in the Interacting status, calculated by:

Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100

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.

The percentage of time that an agent spent in the Not Responding status, calculated by:

Not Responding  / (INTERACTING + IDLE + NOT RESPONDING) * 100

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%

The amount of time agents have been in their current primary status.

The current primary status of an agent, such as Available, Away, or Busy.

The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. 

The current routing status of an agent.

The amount of time agents have been in their current routing status.

The media types an agent is permitted to handle, such as voice, callback, chat, email, and message.

The number of interactions assigned to the queue that agents are currently interacting with.

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. 

The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.

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.

Official Genesys Cloud groups that the user is part of.

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

The manager as defined for the user within Genesys Cloud.

Location for the user as defined in Genesys Cloud.

The routing skills and languages assigned to an agent. 

Title of the user as defined within Genesys Cloud.

Department of the user as defined within Genesys Cloud.

Phone number for the user as defined in Genesys Cloud.

The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.

The full name for the user.

Unique system ID for the user.

Email address configured for the user.

The total amount of time a user is logged in for the specified period.

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.

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.

The time spent in the Available status for the specified period.

The time spent in the Busy status for the specified period.

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. 

The time spent in the Meeting status for the specified period.

The time spent in the Break status for the specified period.

The time spent in the Meal status for the specified period.

The time spent in the Training status for the specified period.

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.

The time that the agent was handling interactions.

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

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. 

The full name for the user.

Email address configured for the user.

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.

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.

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.

The percentage of time that an agent spent off queue. For example, in the Available, Away, and Busy statuses.

The percentage of time that an agent spent on queue. For example, in the Interacting, Idle, and Not Responding statuses.

The percentage of on-queue time that an agent spent in the Interacting status, calculated by:

Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100

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.

The percentage of time that an agent spent in the Not Responding status, calculated by:

Not Responding  / (INTERACTING + IDLE + NOT RESPONDING) * 100

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%

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. 

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

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.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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.

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.

The cumulative hold time for all interactions.

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. 

The number of interactions with holds.

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)

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)

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. 

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.

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. 

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)

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

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.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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.

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)

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.

The cumulative hold time for all interactions.

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. 

The number of interactions with holds.

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. 

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.

The date interval for the bot.

The average amount of time spent in bot sessions.

The amount of time of the longest bot.

The total number of bot sessions.

The number of customers entering bot sessions.

The average amount of turns in a bot session -- the number of  times the bot processed user activity.

The highest number of turns -- the times when the bot processed activity by the user in a bot session.

The total number of bot turns -- the number of times the bot processed user activity.

The average amount of time spent in bot sessions that ended with a disconnect.

The amount of time of the longest bot session that ended in a disconnect.

The amount of time an entry spent in a flow until it disconnected. 

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. 

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.

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.

The number of bot sessions where the bot made an unplanned disconnect due to an error.

The number of bot sessions where the host made an unplanned disconnect due to the session expiring.

The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.

The average amount of time spent in bot sessions that ended with an exit.

The amount of time of the longest bot session that ended in an exit.

The total number of bot sessions that ended with the bot exiting to the call flow.

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.

The total number of bot sessions where the user requested to speak to an agent.

The number of bot sessions that ended in a exit that was requested by the bot.

The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.

The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.

The number of times where the bot session ended during the collection phase because no input was collected from the user.

The number of times where the bot session ended during the confirmation phase because no input was collected from the user.

The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.

The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.

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.

The bot name.

The average amount of time spent in bot sessions.

The amount of time of the longest bot.

The total number of bot sessions.

The number of customers entering bot sessions.

The average amount of turns in a bot session -- the number of  times the bot processed user activity.

The highest number of turns -- the times when the bot processed activity by the user in a bot session.

The total number of bot turns -- the number of times the bot processed user activity.

The average amount of time spent in bot sessions that ended with a disconnect.

The amount of time of the longest bot session that ended in a disconnect.

The amount of time an entry spent in a flow until it disconnected. 

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. 

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.

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.

The number of bot sessions where the bot made an unplanned disconnect due to an error.

The number of bot sessions where the host made an unplanned disconnect due to the session expiring.

The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.

The average amount of time spent in bot sessions that ended with an exit.

The amount of time of the longest bot session that ended in an exit.

The total number of bot sessions that ended with the bot exiting to the call flow.

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.

The total number of bot sessions where the user requested to speak to an agent.

The number of bot sessions that ended in a exit that was requested by the bot.

The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.

The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.

The number of times where the bot session ended during the collection phase because no input was collected from the user.

The number of times where the bot session ended during the confirmation phase because no input was collected from the user.

The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.

The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.

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.

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.

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.

Displays the External Tag that is attached to the conversation record.

Y indicates that the conversation 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.

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.

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. 

Lists the agents evaluated during predictive routing.

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. 

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.

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.

The number of times an agent did not respond to the interaction.

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. 

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

Total callback duration is the sum of all calling activity for the call portions of the callback. As an example, total callback duration could include all durations from the following example call: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.

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 time that the user spent monitoring interactions.

The amount of time the interaction spent waiting on an Automatic Call Distributor before connecting to an agent.

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.

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. 

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 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.

The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.

The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

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.

Displays a list of failed flow outcomes for the interaction.

The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

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. 

Displays a list of incomplete flow outcomes for the interaction.

The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

Displays a list of successful flow outcomes for the interaction.

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. 

Displays the first and last name of the contact.

Displays the organization name.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

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.

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

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.

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 

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

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. 

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

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.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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.

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.

The cumulative hold time for all interactions.

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. 

The number of interactions with holds.

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. 

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. 

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.

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.

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.

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

The maximum amount of time spent waiting in queue for the selected interval. 

The minimum amount of time spent waiting in queue for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

Number of interactions that were over the defined Service Level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

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-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.

The average amount of time an interaction waits in 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 

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

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. 

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

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.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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 may not be the same as the tHandle metric, which eliminates any overlap.

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.

The cumulative hold time for all interactions.

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. 

The number of interactions with holds.

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. 

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. 

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.

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.

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.

The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

The maximum amount of time spent waiting in queue for the selected interval. 

The minimum amount of time spent waiting in queue for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

Number of interactions that were over the defined Service Level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

The number of times agents receive an alert for interactions. 

The number of times an agent was alerted to a conversation but did not answer the conversation. 

The maximum amount of time an agent was being alerted.

The maximum amount of time an agent was being alerted without responding to an interaction.

The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The minimum amount of time an agent was being alerted.

The minimum amount of time an agent was being alerted without responding to an interaction.

The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.

The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.

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.

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.

The percentage of Compliance Abandons divided by total contacts.

The number of times a contact connected to an agent.

The percentage of Compliance Abandons divided by total dials.

The number of interactions initiated by the campaign.

Division

The number of campaigns for a specific division.

The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more information, see Outbound abandoned calls.

The percentage of interactions transferred to the queue that never reached an agent. It usually occurs because the customer ended the interaction.

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 2 empathetic phrases from an agent and 3 unhelpful phrases the score is calculated as follows:
100 * [(2-3)/(2+3)] -> 100 * [-1/5] -> 100 * (-0.2) -> -20

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

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.

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-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.

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)

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. 

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 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:

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. 

The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.

The average amount of time interactions that enter an IVR stay in an IVR.

Calculated by (Total IVR time / number of interactions with IVR)

The total amount of time that interactions spent in IVRs.

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

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.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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.

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.

The cumulative hold time for all interactions.

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. 

The number of interactions with holds.

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. 

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

The maximum amount of time spent waiting in queue for the selected interval. 

The minimum amount of time spent waiting in queue for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

Number of interactions that were over the defined Service Level.

Number of interactions that met the defined service level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

Attempted outbound interactions for Dialer campaigns.

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. 

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.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

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.

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-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.

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

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)

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. 

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 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:

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.

The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.

The average amount of time interactions that enter an IVR stay in an IVR.

Calculated by (Total IVR time / number of interactions with IVR)

The total amount of time that interactions spent in IVRs.

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. 

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

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.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

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.

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.

The cumulative hold time for all interactions.

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. 

The number of interactions with holds.

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. 

The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.

The number of transfers compared to the total number of interactions answered.

Calculated by: (# of transfers / interactions answered) * 100

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

The maximum amount of time spent waiting in queue for the selected interval. 

The minimum amount of time spent waiting in queue for the selected interval.

The maximum amount of time spent interacting for the selected interval.

The minimum amount of time spent interacting for the selected interval.

The maximum amount of time spent on hold for the selected interval. 

The minimum amount of time spent on hold for the selected interval.

The maximum amount of time spent on after call work for the selected interval.

The minimum amount of time spent on after call work for the selected interval.

Number of interactions that were over the defined Service Level.

Number of interactions that met the defined service level.

Number of interactions that were short abandoned.

Percent of interactions that were short abandoned.

Number of abandons excluding the short abandons.

Percent of abandons excluding the short abandons.

Attempted outbound interactions for Dialer campaigns.

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. 

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.

The average number of milestones per flow and flow outcome.

The total number of Milestones.

The average number of milestones per flow and flow outcome.

The total number of Milestones.

The average number of milestones per flow and flow outcome.

The total number of Milestones.