Consolidated view of available columns in performance views
View the consolidated list of available columns in the performance views. To view the list of available columns by category, see View available columns in performance views by category.
- To retrieve precise search results from the table:
- Use double quotation marks around the search term without any space. For example, to view all the columns in the Workitem Performance view, in the Search box, type “Workitem Performance view.”
- To view the definition of a specific column in a view, use the view name within double quotation marks (“) followed by a single space and the column name. For example, to view the definition of the Avg Duration column in the Workitem Performance view, in the Search box, type “Workitem Performance view” Avg Duration.
- To sort the respective columns, click the column header.
- Avoid extra spaces before and after the double quotation marks.
- The search displays the desired result from all three columns.
| Column | Views Column Appears In | Column Description |
|---|---|---|
| Column | Views Column Appears In | Column Description |
| % Handle | The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent. Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent) |
|
| % Handle | The percentage of interactions of an agent's wrap-up code for a selected date and media type, in relation to the total interactions for the selected date and media type, by interval. Calculated by (Handle for agent wrap-up code by interval / total agent interactions for the selected date and media type, by interval) |
|
| % Handle | The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type. Calculated by (Handle for the wrap-up code / total interactions for the selected date and media type) |
|
| % Total Answered |
The percentage of the total number of calls answered in a queue level across different categories such as routing used and routing rules. Routing Used – The routing used is defined as the actual routing method used for answering an interaction. Shows the number of calls answered across different routing types used and expressed as a percentage of the total number of calls answered in that queue. Routing Rule – The routing used is defined as the last routing rule reached before an interaction was answered. Shows the number of calls answered across different routing rules and rings and is expressed as a percentage of the total number of conversations answered for a specified routing used. |
|
| % Total Handle | The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent) |
|
| % Total Handle | The percentage of the total length of the interactions of an agent's wrap-up code for a selected date and media type, in relation to the total length of interactions for the selected dates and media type, by interval. Calculated by (Total Handle for agent wrap-up code / total length of agent interactions for the selected dates and media type, by interval) |
|
| % Total Handle | The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type) |
|
| % Total hits | The hits from the row as a percentage of the total number of hits. | |
| % Total Talk Time | The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time) |
|
| <Topic name> | The speech and text analytics topic that was used to analyze the interaction. |
For an overview of routing methods, see Routing and evaluation methods.
For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.
To know the real time columns, see the respective view in View available columns in performance views by category.
