Metric definitions

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.

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

The number of active agents. In some views, this number is shown next to the total number of queue members.

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. 

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

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

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 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 number of seconds spent interacting on a media type.

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

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 customers in conversation or on chat with an agent.

An instantaneous observation of the number of interactions waiting in the queue to be answered. Waiting is calculated by the sum total of the number of interactions waiting.

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 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 interactions with holds. 

The cumulative hold time for all interactions.

The time that the agent was handling interactions.

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

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

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

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 call attempts that reach the Assignment Service including abandoned calls.

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

The On Queue metric represents the number of agents that are on queue for a specific queue.

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, or Meeting. Agents in the Out of Office and Offline statuses are not included in this number.

This metric represents the number of agents currently working on non-assigned interactions. This value may not indicate misappropriated work. Non-assigned interactions could include after call work calls. 

The name or number in communication with the named agent. A name appears only if the remote number matches a directory entry.

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 is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

An instantaneous observation/query equivalent to Joined to Queue X. Staffed agents are the set of people that are currently staffed on a queue.

An instant observation/query equivalent to Role of Agent & Eligible to Join Queue X & Online & not joined to queue X. Supplemental agents are the set of people that can be staffed for a queue.

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 amount of time the agent has been in the current status.

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

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

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 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.

Trunk load is a time-related metric that includes all components of a voice interaction, other than the after-call work which does not require a circuit.

Trunk load =  Ring + Attendant/IVR + Assignment + Talk Time

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 number of interactions that waited in the queue.

A derived metric of the total count of unique interactions being worked by an agent within a time period.

Calculated by: Unique Interactions Holding + Talking + ACW.

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.

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 Away status for the specified period.

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

The time spent in the Away status. Genesys Cloud puts agents into the Idle status when they are logged on to the desktop application but the screen saver engages, the screen locks, or the system enters sleep mode because of the agent's inactivity. The amount of time it takes for Genesys Cloud to change the agent's status to Idle depends on the user's system settings. When an agent enters Idle status, Genesys Cloud displays the agent's status as Away (for example, on the agent's profile page).

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.

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.

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

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 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 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 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. 

The average amount of time that an entry spent in the flow.

The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.

The longest amount of time that an entry spent in the flow.

The total time entries spent in the flow. 

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

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.

The number of entries that disconnected in the flow, including the percentage of entries that disconnected compared with the total number of entries. 

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

The longest amount of time that an entry spent in the flow before disconnecting.

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

The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits. 

The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits. 

The average amount of time that an entry spent in a flow before exiting.

The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries. 

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 number of times an entry exited a flow to a group. Includes the percentage of group exits compared with the total number of exits. 

The longest amount of time that an entry spent in the flow before exiting.

The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits. 

The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits. 

The total amount of time an entry spent in a flow until it exited the flow to another destination, such as an ACD queue, ACD voicemail, or user.

The number of times an entry exited a flow to a user. Includes the percentage of user exits compared with the total number of exits. 

The number of times an entry exited a flow to a user's voicemail. Includes the percentage of user voicemail exits compared with the total number of exits. 

The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries

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.

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

Number of interactions that met the defined service level.

Percent of interactions that were short abandoned.

Number of interactions that were short abandoned.

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

The number of interactions initiated by the campaign.

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

The percentage of Compliance Abandons divided by total dials.

The percentage of Compliance Abandons divided by total contacts.

The duration of time until the conversation was abandoned.

Displays the skills set by the routing services for the interaction.

Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.