Series: Performance Dashboards

Add and edit Performance Dashboards

Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics User AggregateView 
  • Analytics > Queue Observation > View
  • Analytics > Dashboard Configurations > Edit
  • Analytics > Dashboard Configurations > View
  • AnalyticsflowObservationView
  • AnalyticsflowAggregateView
  • DirectoryUserView
  • RoutingQueueView
  • RoutingQueueSearch
  • RoutingWrap-up CodeView
  • ArchitectflowOutcome > View 
  • ArchitectflowView
  • To view the real-time adherence metrics: Workforce Management > Real-Time AdherenceView
  • To make a dashboard public: Analytics > Dashboard ConfigurationsPublish
  • To delete the dashboards of active users in the organization: Analytics > Dashboard Configurations > Delete Active
  • To delete the dashboards of inactive users in the organization: Analytics > Dashboard Configurations > Delete Inactive

Notes:

  • Users with Analytics > Dashboard Configurations > Edit or Analytics > Dashboard Configurations > View permissions can see all public dashboards.
  • The system evaluates a user’s individual permissions to determine how much of a public dashboard they are able to see. Depending on the permission limitations, you cannot open the dashboard or receive a notification at the top of the dashboard on which you are only seeing partial data.

To display the performance metrics that you want to see for the queues, users, wrap-up codes, flows, or flow outcomes that are important to you, create dashboards. You can also create a dashboard to view web content such as streaming videos, real-time charts, news feeds, and social media. You can see a preview of your dashboards and open dashboards to edit or view from Performance > Workspace > Dashboards > Dashboards. Create a display for your contact center by viewing your dashboard in full-screen mode.

Widgets display metrics and visual information on your dashboard. For Metric and Chart widgets, select which queues, users, wrap-up codes, flows, or flow outcomes to use for the widget. Then select the metrics, date span, and media types you want to see in the dashboard. You can add color-changing warnings to let you know when metrics are above or below a specified level. To bring interactive content into your dashboard, add a Web Content widget and specify a URL.

Notes:
  • You can only edit the dashboards that you create and own.
  • Only the user that creates and owns the dashboard can make it public or private.

  1. Click Performance > Workspace > Dashboards Dashboards
  2. Click New Dashboard. The New Dashboard dialog box appears.
  3. In the Title, enter a name for the dashboard, and then click Save. The dashboard appears in the default state without any widgets. To add a widget, refer to Add widgets to a dashboard section in this article.

    Notes:
    • Each user can create up to 20 dashboards.
    • The number of public dashboards that you can access is unlimited.

    1. Click Performance > Workspace > Dashboards Dashboards. The dashboard summary page appears.
    2. Click the more icon corresponding to the dashboard and click Duplicate. A copy of the dashboard appears below the original dashboard.

      To rename a dashboard from the Performance Dashboard summary page:

      1. Click Performance > Workspace > Dashboards Dashboards. The dashboard summary page appears.
      2. Click the more icon corresponding to the dashboard and click Rename. The Rename Dashboard dialog box appears.
      3. In the Title, enter a name for the dashboard.
      4. Click Save.

      To rename a dashboard from the Performance Dashboard detail page:

      1. Click Performance > Workspace > Dashboards Dashboards. The dashboard summary page appears.
      2. Click the corresponding dashboard to rename. The edit dashboard page appears.
      3. Click the more icon next to the dashboard name and click Rename. The Rename Dashboard dialog box appears.
      4. In the Title, enter a name for the dashboard.
      5. Click Save.

      1. Click PerformanceWorkspaceDashboards Dashboards. The dashboard summary page appears.
      2. Click the corresponding dashboard for editing. The edit dashboard page appears.

      Note: To edit old dashboards, click Toggle edit mode on the upper right corner. Click the Toggle edit mode icon again to return to viewing mode.

      When you edit the old dashboard, the Preview Dashboard option appears at the lower right corner of the edit dashboard page.Preview old dashboard

      To permanently view your old dashboard in the new dashboard format:

      1. In the edit dashboard page, click Preview Dashboard. Your old dashboard appears in the new dashboard format.
      2. Click Stay Here at the lower right corner of the new dashboard format page. Your dashboard permanently changes to the new dashboard format.
        Note: You cannot change the dashboard view to the old format after clicking Stay Here. To continue viewing your dashboard in the old dashboard format, click Go Back at the lower right corner of the new dashboard format page.

      To continue using the old dashboard format, in the edit dashboard page, click Remind Me Later at the lower right corner of the page.

      Administrators can access and manage both public and private dashboards created by all users in an organization. The dashboard summary page lists all the users in the organization who have dashboards. The administrators can bulk delete dashboards of a single user or multiple users to control the total number of dashboards within the organization. The administrators can delete up to 100 dashboards at a time. 

      To delete multiple dashboards from the Performance Dashboard summary page:

      1. Click PerformanceWorkspace > Dashboards > Dashboards. The dashboard summary page appears.
      2. Select the required dashboards. 
      3. Click Delete dashboards to delete all the selected dashboards.

      To delete a single dashboard from the Performance Dashboard summary page:

      1. Click PerformanceWorkspace > Dashboards > Dashboards. The dashboard summary page appears.
      2. Click the more icon corresponding to the dashboard and click Delete.

      To delete a dashboard from the Performance Dashboard detail page:

      1. Click Performance > Workspace > Dashboards Dashboards. The dashboard summary page appears.
      2. Click the corresponding dashboard to delete. The edit dashboard page appears.
      3. Click the more icon next to the dashboard name and click Delete. The Delete dashboards dialog box appears.
      4. Click Delete.

        Notes: The users can recover deleted dashboards within 30 days. To recover the deleted dashboard, the user has to log a ticket with Customer Care.

        You can also bulk delete dashboards from the Dashboard owners page. For more information, see Performance dashboard owners.

        Widgets display metrics and visual information about the queues, users, wrap-up codes, flows, and flow outcomes that you choose. You can add up to seven rows of widgets, and each row can include up to seven single-cell widgets or one full-width widget. For more information about adding more rows of single-cell or full-width widgets to your dashboard, see the Edit layout section in this article. 

        When you work with widgets, you can click the following to drill down to its corresponding performance view. 

        • Queue Name – Opens the Queue Performance Detail view for the specific queue and the selected time period.
        • Agent name – Opens the Agent performance tab associated with the selected agent.
        • Wrap-up code – Opens the Wrap-up performance summary. For this view, the wrap-up code filter applies.
        • Flow – Opens the Flow performance view associated with the selected flow.
        • Flow outcome – Opens the Flow outcome performance summary view. For this view, the flow outcome filter applies.

        Add a widget to the dashboard

        1. Click Performance Workspace > Dashboards > Dashboards. The dashboard summary page appears.
        2. Click the corresponding dashboard to edit. The edit dashboard page appears.
        3. Click Add Widget.
          Note: To edit old dashboards, click Toggle edit mode on the upper right corner and then click No widgets added yet.
        4. In the Widget Title, enter the name of the widget.
        5. Select the type of widget that you want to create.
        6. Configure the widget. For more information, see the Configure the widget section in this article.
        7. Click Save.

        Notes:
        • To add a single-cell or full-width widget, select Metric, Text, Chart, Web Content, or Agent Status.
        • If you do not enter a name for a Metric or Chart widget, the widget name defaults to the metric you first select as you configure the widget. If you select a different metric, then the widget’s name does not update.

            Configure the widget

            This section describes how to configure and add filters to metric or chart widgets, web content, and agent status widgets.

            Configure a metric or chart widget

            To configure a metric or chart widget:

            1. Click Add Widget.
            2. In the Widget Title, enter the name of the widget.
            3. Select the Widget Type as Metric or Chart.
            4. Under Filter By, click Add.
            5. Select either the queues, users, wrap-up, flows, or flow outcomes.
              Note: To include inactive users, choose Include inactive users. To include deleted users, choose Include deleted users.
            6. In the Select field, begin typing the name of the queues, users, wrap-up, flows, or flow outcomes you want to add. Select one or more from the list that appears.
              Note: You can select up to 100 queues to filter by in a widget. A message displays upon reaching the limit.
            7. Click Add.
            8. Under Metric(s), click Add.
            9. Select Count-basedPercentage-based, or Time-based metrics. You can add up to five metrics of the same type to the Metric and Chart widgets.
            10. Under Time Period, select the date span interval for the specific widget, or click Compare two time periods and select two date spans. 
              Note: For the chart widgets, only one date span is available.
            11. Choose the required Options.
              Note: For old dashboards, perform the following steps: To change a metric’s color when it is above or below a certain number, click More  and from the menu that appears, select Warnings. Click Add warning . Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. To add warnings to a newly created metric or chart widget, see Add a warning to a metric or chart widget section in this article.
            12. Choose the required Media Type as Voice, Callback, Chat, Email, and Message.
            13. Click Save.

              Notes:
                • For chart widgets, under Options, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome separately instead of together as one bar. For metric widgets, under Options, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome as its own row in the widget.
                • If you do not select any media types, the widget displays information for all media types.
                • Date Span intervals for Metric and Chart widgets are: TodayYesterdayThis weekLast weekThis monthLast monthPast 7 days to datePast 30 days to date. Metric widgets also have the Date Span interval Current interval.
                • For Metric widgets, you can select up to two Date Span intervals to display in your dashboard.
                • Depending on the metric you select when configuring the widget, the following options are available: Split by media typeShow aggregates, and Show profile picture. Selecting multiple queues as filters disables show aggregates. Selecting multiple metrics as filters disables the Split Filter option.
                • If you select the Waiting or Interactions metric, the following options are available: Display as table, and Show longest. When you select Display as table, the table only shows the top 10 interactions.
                • When you choose two Date Span options, you can select Show percentage change to display the percentage change between the two intervals.

                Add a warning to a metric or chart widget

                To add warnings to a metric or chart widget:

                1. Click the more icon to the corresponding widget to add warnings. 
                2. Click Warnings. The add warning dialog box appears.
                3. Click Add Warning.
                4. Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria.
                  Note: For the chart widget, the color of the target line is set based on the threshold definition.
                5. Click Save.

                  Configure a text widget

                  To configure a text widget:

                  1. Click Add Widget.
                  2. In the Widget Title, enter the name of the widget.
                  3. Select the Widget Type as Text.
                  4. From the Default drop-down menu, choose the required color. 
                  5. In Display Text, enter the required text. 
                  6. Click Save.

                  Configure a web content widget

                  To configure a Web Content widget:

                  1. Click Add Widget.
                  2. In the Widget Title, enter the name of the widget.
                  3. Select the Widget Type as Web Content.
                  4. In the URL, enter the Web content URL.
                    Note: Use a secure (HTTPS) URL, and the URL that your reference must support and allow being iFramed.
                  5. Click Save.

                  Configure an agent status widget

                  To configure an agent status widget:

                  1. Click Add Widget.
                  2. In the field provided, enter a Widget Title
                  3. Select the Widget Type as Agent Status.
                  4. Under Filter By, click Add.
                    • Select Queue or User
                      Note: On selecting the users, choose Include inactive users to include the inactive users to the user list or Include deleted users to include the deleted users to the user list.
                    • In the Select field, begin typing the name of the queues or user. Select one or more from the list that appears.
                    • Click Add.
                      Note: If you filter for users, you cannot filter for queues, and vice versa.
                  5. From the Statuses list, select the relevant statuses, or click Select All to add all statuses.
                  6. Under Options, select one or more of the following options:
                    • Display as table – Displays the agent status widget data in a table.
                    • Show offline agents – Includes agents that are offline from the table.
                    • Show time in status – Includes the Time in column from the table.
                  7. Click Save.

                    To edit previously created widgets:

                    1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
                    2. Click the corresponding dashboard for editing. The edit dashboard page appears.
                      Note: For old dashboards, hover over a dashboard and click Edit dashboard 
                    3. Click the more icon corresponding to the widget to edit. 
                    4. Click Edit. The edit widget appears.

                      Add a new widget that has the same settings as another widget. For example, if you want to add a widget with the same users, media types, and date span as a current widget but with a different metric, you can copy the widget and change the metric. 

                      1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
                      2. Click the corresponding dashboard for editing. The edit dashboard page appears.
                        Note: For old dashboards, hover over a dashboard and click Edit dashboard 
                      3. Click the more icon corresponding to the widget to copy. 
                        1. Click Duplicate.  

                        If the number of visible widgets reaches the grid size limit, Duplicate  is not available. For more information about adding more rows to your dashboard, see the Edit layout section in this article.

                        To move and organize widgets on your dashboard.

                        1. Click PerformanceWorkspace > Dashboards > Dashboards. The dashboard summary page appears.
                        2. Click the corresponding dashboard for editing. The edit dashboard page appears.
                          Note: For old dashboards, hover over a dashboard and click Edit dashboard 
                        3. To move widgets around on your dashboard, click the top bar on the widget and drag and drop it. 

                        You can move up to seven single-cell widgets to a row, or one full-width widget to a row. To change the grid size to fit more single-cell widgets in a row, see the Edit layout section in this article.

                        Note: The agent status widget always appears on the right and does not allow reordering.

                        Change the grid size to choose the number of single-cell or full-width widgets to display on a dashboard. By default, the grid size is 3 x 4, which allows you to have four rows of up to three single-cell widgets or one full-width widget per row. You can display up to seven rows and seven single-cell widgets or one full-width widget in each row.

                        To edit the layout:

                        1. Click PerformanceWorkspace > Dashboards > Dashboards. The dashboard summary page appears.
                        2. Click the corresponding dashboard for editing. The edit dashboard page appears.
                          Note: For old dashboards, hover over a dashboard and click Edit dashboard 
                        3. Click Edit Layout and then select the layout that you want.
                          Note: To change the grid size of the old dashboards, click Grid Size . Then select the grid size that you want.

                        You cannot select a grid size smaller than the current grid size that you are using. In the grid size selector, squares with a circle indicate which sections of the dashboard grid already have a widget. 

                        Public access is sharing the permission organizationally wide. Only if a person is given permission, that person accesses the widgets. A person who does not have access to the specified permission and division cannot view the widgets in a dashboard. A dashboard can have users, queues, flows, flow outcomes, and wrap-ups. Each dashboard item has permission and division requirements. For example, Jane Doe added a metric widget belonging to Division 1. James added a metric widget belonging to Division 2. If James makes his dashboard public and does not give access to Jane to view the widgets in Division 2, then Jane cannot view James’s dashboard.

                        You can add filters to restrict the person from accessing the dashboard. A yellow banner at the top of the view indicates limited access to the dashboard. If the person has no access to any widget in the dashboard, the dashboard is not visible to that person.

                        To make your dashboard visible to other users:

                        1. Click PerformanceWorkspace > Dashboards > Dashboards
                        2. Hover over a dashboard and click Edit dashboard 
                        3. Click Make dashboard public .
                          The public dashboard icon appears.

                        In the dashboard summary page, you can filter your dashboards to display the All, Public, Private, and Favorites dashboards. You can filter your dashboards based on dashboard ownership. To display only the dashboards that you own, choose the Owned by me filter. To display all the dashboards that you and others own or share, choose the Owned by anyone filter. To display the dashboards that others own and share, choose the Not owned by me filter.

                        Note: If you choose the Private and Not owned by me filters, the system does not provide results.

                        To filter the dashboards by private, public, and favorites:

                        1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
                        2. Click All filter.
                        3. From the drop-down, select Public, Private, or Favorites.

                        To filter the dashboards based on ownership: 

                        1. Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
                        2. Click Owned by anyone filter.
                        3. From the drop-down, select the required ownership type as Owned by anyone, Owned by me, or Not owned by me.

                          To view your dashboard in full-screen mode:

                          1. Click PerformanceWorkspace > Dashboards > Dashboards. The dashboard summary page appears.
                          2. Click the dashboard that you want to view in full-screen mode. The edit dashboard page appears.
                          3. In the upper right corner, click the Fullscreen button. The dashboard appears in full screen mode.
                          4. To exit full-screen mode, press Escape

                          Note: Full-screen mode does not support the tooltips that appear when you hover over the metric and chart widgets.

                          Available Metrics

                          Metric Description
                          Metric Description
                          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.

                          Abandon %

                          The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

                          Calculated by: (Abandoned Count / Offered Count) * 100

                          Alerting

                          The total number of alerting conversations.

                          Answer

                          A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

                          Answer %

                          The percentage of offered interactions that an agent answered. 

                          Calculated by:  (Answered / Offered) * 100

                          ASA

                          The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

                          Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

                          Note: Raw values are provided in milliseconds.

                          Avg ACW

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

                          Calculated by: Total ACW / Interactions with ACW

                          Avg Handle

                          The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                          Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                          Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                          For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                          Avg Hold

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

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

                          Avg Talk

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

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

                          Avg Wait

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

                          Calculated by: Total Wait Time / Interactions

                          Flow-Out

                          Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

                          Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

                          Flow-Out %

                          The percentage of offered interactions that enter and leave a queue without getting answered by an agent or disconnected. 

                          Calculated by: (Flow-Out Count / Offered Count) * 100

                          Handle

                          The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

                          Hold

                          The number of interactions with holds. 

                          Interactions 

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

                          Longest Interaction

                          The amount of time that the longest current active interaction in the queue has been interacting. 

                          Offered

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

                           

                          Online Agents

                          The number of agents that are online.  
                          Outbound

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

                          Service Level %

                          Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues

                          Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row.

                          The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

                          service level calculation

                          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:

                          service level calculation formula

                          Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.

                          Total ACW

                          The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

                          Total Handle

                          The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                          Total Hold

                          The cumulative hold time for all interactions.

                          Total Talk

                          The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

                          Transferred

                          A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

                          Waiting

                          The number of interactions that waited in the queue.

                          Longest Waiting

                          The amount of time that the longest-waiting interaction has been waiting in queue. 

                          Available Agents The number of agents off queue and in the Available status.
                          Away Agents The number of agents off queue and in the Away status.
                          Break Agents The number of agents off queue and in the Break status.
                          Meal Agents The number of agents off queue and in the Meal status.
                          Training Agents The number of agents off queue and in the Training status.
                          Busy Agents The number of agents off queue and in the Busy status.
                          Meeting Agents The number of agents off queue and in the Meeting status.
                          On Queue Agents

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

                          Off Queue Agents

                          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.

                          Communicating Agents

                          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.

                          Idle Agents

                          The number of agents who are on queue and available to take interactions but who are not working with interactions.

                          Interacting Agents

                          The number of agents working with interactions. This number includes agents completing after call work.

                          Not Responding Agents

                          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.

                          Offline Agents The number of agents off queue and offline. 
                          Transfer %

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

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

                          Max Abandon

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

                          Min Abandon

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

                          Max Wait

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

                          Min Wait

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

                          Max Talk

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

                          Min Talk

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

                          Max Hold

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

                          Min Hold

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

                          Max ACW

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

                          Min ACW

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

                          Over SLA

                          Number of interactions that were over the defined Service Level.

                          Short Abandon

                          Number of interactions that were short abandoned.

                          Short Abandon %

                          Percent of interactions that were short abandoned.

                          Abandon – No Short

                          Number of abandons excluding the short abandons.

                          Abandon – No Short %

                          Percent of abandons excluding the short abandons.

                          Outbound Attempt

                          Attempted outbound interactions for Dialer campaigns.

                          Voicemail

                          Count of voicemails received.

                          Total Off Queue

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

                          Off Queue %

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

                          Total Available

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

                          Available %

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

                          Total Busy

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

                          Busy %

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

                          Total Away

                          The total time spent in the Away status for the specified period.

                          Away %

                          The percentage of time spent in the Away status for the specified period.

                          Total Break

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

                          Break %

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

                          Total Meal

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

                          Meal %

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

                          Total Meeting

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

                          Meeting %

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

                          Total Training

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

                          Training %

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

                          Total Interacting

                          The total time that the agent was handling interactions.

                          Interacting %

                          The percentage of time that the agent was handling interactions.

                          Total Communicating

                          The total amount of time 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 on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

                          Communicating %

                          The percentage of time 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 on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

                          Total System Away

                          The total time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.

                          System Away %

                          The percentage of time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.

                          Total On Queue

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

                          On Queue %

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

                          Total Idle

                          The total time agents who are On Queue and able to take interactions but are not working with interactions. 

                          Idle %

                          The percentage of time agents who are On Queue and able to take interactions but are not working with interactions. 

                          Total Not Responding

                          The total 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.

                          Not Responding %

                          The percentage 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.

                          Total Logged In

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

                          Occupancy

                          The percentage of time that call agents spend handling incoming calls against the available or idle time.

                          Met SLA

                          Number of interactions that met the defined service level.

                          After-call work (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. 

                          Avg ACW Handled

                          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

                          Avg contacting

                          The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
                          Calculated by: (total contacting time/ total number of contacting segments)

                          Avg dialing
                          The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
                          Calculated by: (total dialing time/ total number of dialing segments)
                          Avg 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.

                          Avg Hold Handled

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

                          Calculated by: Hold / Total Hold

                          Blind Transfer

                          The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

                          Blind Transfer %

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

                          Connection

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

                          Consult

                          The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

                          Consult Transfer

                          The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

                          Consult Transfer %

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

                           
                          Contacting

                          The number of contacting segments for the queue and interval.

                          Dialing

                          The number of dialing segments for the queue and interval.

                          Error

                          The number of errors that occurred on the queue conversations.

                          Inbound Media

                          The count of inbound media for an interaction.

                          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.

                           
                          Outbound Media

                          The number of outbound media for an interaction. 

                          Indicates when message-type conversations have media (images, files, and so on) attached.  
                          Service Level Target %

                          Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues

                          Note: In the skill group row, the Service Level target displays a . To view individual queue service level target values for each queue, click the + to expand the row.

                          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 contacting

                          The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

                          Total dialing

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

                          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.

                          Total Abandon

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

                          Metric Description
                          Metric Description
                          Alerted

                          The number of times agents receive an alert for interactions. 

                          Answer

                          A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

                          Answer %

                          The percentage of offered interactions that an agent answered. 

                          Calculated by:  (Answered / Offered) * 100

                          Available %

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

                          Avg ACW

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

                          Calculated by: Total ACW / Interactions with ACW

                          Avg Alert

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

                          Avg Handle

                          The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                          Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                          Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                          For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                          Avg Hold

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

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

                          Avg Talk

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

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

                          Away %

                          The percentage of time spent in the Away status for the specified period.

                          Break %

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

                          Busy %

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

                          Communicating % The percentage of time the agent is on a non-ACD call. For more information about how utilization affects agents that handle both ACD and non-ACD conversations, see Agent utilization.
                          Handle

                          The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

                          Hold

                          The number of interactions with holds. 

                          Idle %

                          The percentage of time agents who are On Queue and able to take interactions but are not working with interactions. 

                          Interacting %

                          The percentage of time that the agent was handling interactions.

                          Max ACW

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

                          Max Answer

                          The maximum amount of time an agent spent answering assigned ACD interactions 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.

                          Max Hold

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

                          Max Talk

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

                          Meal %

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

                          Meeting %

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

                          Min ACW

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

                          Min Answer

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

                          Min Handle

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

                          Min Hold

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

                          Min Talk

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

                          Not Responding %

                          The percentage of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

                          Off Queue %

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

                          On Queue %

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

                          Scheduled Activity

                          The activity for which the user is currently scheduled, including On Queue Work, Break, Meal, Meeting, Off Queue Work, Time Off, Training, Unavailable, or Unscheduled.


                          For more information on agent adherence, see Real-time adherence overview.
                          System Away %

                          The percentage of time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.

                          Total ACW

                          The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

                          Total Alert

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

                          Total Available

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

                          Total Away

                          The total time spent in the Away status for the specified period.

                          Total Break

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

                          Total Busy

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

                          Total Communicating The total amount of time the agent is on a non-ACD call. For more information about how utilization affects agents that handle both ACD and non-ACD conversations, see Agent utilization.
                          Total Handle

                          The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                          Total Hold

                          The cumulative hold time for all interactions.

                          Total Idle

                          The total time agents who are On Queue and able to take interactions but are not working with interactions. 

                          Total Interacting

                          The total time that the agent was handling interactions.

                          Total Logged In

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

                          Total Meal

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

                          Total Meeting

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

                          Total Not Responding

                          The total 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.

                          Total Off Queue The time spent in any status other than Offline and On Queue for the specified period.
                          Total On Queue The time spent in the On Queue status for the specified period.
                          Total System Away

                          The total time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.

                          Total Talk The total time spent talking/interacting on a conversation.
                          Total Training

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

                          Training %

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

                          Transferred

                          A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

                          After-call work (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. 

                          Alert – No Answer

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

                          Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.

                          Avg ACW Handled

                          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

                          Average contacting

                          The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
                          Calculated by: (total contacting time/ total number of contacting segments)

                          Average dialing
                          The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
                          Calculated by: (total dialing time/ total number of dialing segments)
                          Avg Hold Handled

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

                          Calculated by: Hold / Total Hold

                          Avg Monitor

                          Average time that the user spent monitoring interactions.

                          Blind Transfer

                          The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

                          Blind Transfer %

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

                          Consult Transfer

                          The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

                          Consult Transfer %

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

                           
                          Contacting

                          The number of contacting segments for the queue and interval.

                          Dialing

                          The number of dialing segments for the queue and interval.

                          Error

                          The number of errors that occurred on the queue conversations.

                          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.

                          Max Monitor

                          Maximum time that the user spent monitoring interactions.

                          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.

                          Min Monitor

                          Minimum time that the user spent monitoring interactions.

                          Monitor

                          Number of interactions that were monitored.

                          Outbound 

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

                          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 Alert – No Answer

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

                          Total contacting

                          The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

                          Total dialing

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

                          Total Monitor

                          Total time that the user spent monitoring interactions.

                          Transfer %

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

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

                          Metric Description
                          Avg ACW

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

                          Calculated by: Total ACW / Interactions with ACW

                          Avg Handle

                          The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                          Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                          Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                          For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                          Avg Hold

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

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

                          Avg Talk

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

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

                          Handle

                          The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

                          Total ACW

                          The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

                          Total Handle

                          The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                          Total Hold

                          The cumulative hold time for all interactions.

                          Total Talk

                          The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

                          Transferred

                          A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

                          After-call work (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.

                          Max Handle

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

                          Max Hold

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

                          Max Talk

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

                          Min Handle

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

                          Min Hold

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

                          Min Talk

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

                          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.

                          Metric Description
                          Outcome Attempts

                          The number of flow outcomes.

                          Failure

                          The number of flow outcomes that were failures.

                          Failure %

                          The percentage of failure outcomes compared with the total number of outcomes.

                          Total Flow

                          The total time entries spent in the flow. 

                          Max Flow

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

                          Avg Flow

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

                          Total Disconnect

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

                          Avg Disconnect

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

                          Max Disconnect

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

                          Total Exit

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

                          Max Exit

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

                          Avg Exit

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

                          Avg Outcomes

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

                          Active The number of currently active flows.
                          Average Milestones (count)

                          The average number of milestones per flow and flow outcome.

                          Milestones(count)

                          The total number of Milestones.

                          Metric Description
                          Outcome Attempts

                          The number of flow outcomes.

                          Failure

                          The number of flow outcomes that were failures.

                          Failure %

                          The percentage of failure outcomes compared with the total number of outcomes.

                          Outcome Avg Duration  The average amount of time that a call spent in a flow and flow outcome.
                          Outcome Min Duration The shortest amount of time that a call spent in a flow and flow outcome.
                          Outcome Max Duration The longest amount of time that a call spent in a flow and flow outcome.
                          Outcome Total Duration The total amount of time that calls spent in a flow and flow outcome.
                          Average Milestones (count)

                          The average number of milestones per flow and flow outcome.

                          Milestones(count)

                          The total number of Milestones.

                          Metric Description
                          Metric Description
                          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.

                          Abandon %

                          The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

                          Calculated by: (Abandoned Count / Offered Count) * 100

                          Answer

                          A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

                          Answer %

                          The percentage of offered interactions that an agent answered. 

                          Calculated by:  (Answered / Offered) * 100

                          ASA

                          The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

                          Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

                          Note: Raw values are provided in milliseconds.

                          Avg ACW

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

                          Calculated by: Total ACW / Interactions with ACW

                          Avg Handle

                          The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                          Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                          Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                          For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                          Avg Hold

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

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

                          Avg Talk 

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

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

                          Avg Wait

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

                          Calculated by: Total Wait Time / Interactions

                          Flow-Out

                          Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

                          Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

                          Flow-Out %

                          The percentage of offered interactions that enter and leave a queue without getting answered by an agent or disconnected. 

                          Calculated by: (Flow-Out Count / Offered Count) * 100

                          Handle

                          The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

                          Hold

                          The number of interactions with holds. 

                          Offered

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

                          Outbound

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

                          Service Level %

                          Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues

                          Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row.

                          The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

                          service level calculation

                          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:

                          service level calculation formula

                          Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.

                          Total ACW

                          The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

                          Total Handle

                          The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                          Total Hold

                          The cumulative hold time for all interactions.

                          Total Talk

                          The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

                          Transferred

                          A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

                          Transfer %

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

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

                          Max Abandon

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

                          Min Abandon

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

                          Max Wait

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

                          Min Wait

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

                          Max Talk

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

                          Min Talk

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

                          Max Hold

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

                          Min Hold

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

                          Max ACW

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

                          Min ACW

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

                          Over SLA

                          Number of interactions that were over the defined Service Level.

                          Short Abandon

                          Number of interactions that were short abandoned.

                          Short Abandon %

                          Percent of interactions that were short abandoned.

                          Abandon – No Short

                          Number of abandons excluding the short abandons.

                          Abandon – No Short %

                          Percent of abandons excluding the short abandons.

                          Outbound Attempt

                          Attempted outbound interactions for Dialer campaigns.

                          Voicemail

                          Count of voicemails received.

                          Met SLA

                          Number of interactions that met the defined service level.

                          Metric Description
                          Alerted

                          The number of times agents receive an alert for interactions. 

                          Answer

                          A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

                          Answer %

                          The percentage of offered interactions that an agent answered. 

                          Calculated by:  (Answered / Offered) * 100

                          Avg ACW

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

                          Calculated by: Total ACW / Interactions with ACW

                          Avg Alert

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

                          Avg Handle

                          The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                          Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                          Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                          For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                          Avg Hold

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

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

                          Avg Talk

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

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

                          Handle

                          The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

                          Hold

                          The number of interactions with holds. 

                          Max ACW

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

                          Max Answer

                          The maximum amount of time an agent spent answering assigned ACD interactions 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.

                          Max Hold

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

                          Max Talk

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

                          Min ACW

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

                          Min Answer

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

                          Min Handle

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

                          Min Hold

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

                          Min Talk

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

                          Total ACW

                          The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

                          Total Alert

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

                          Total Handle

                          The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                          Total Hold

                          The cumulative hold time for all interactions.

                          Total Talk

                          The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

                          Transferred

                          A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

                          Metric Description
                          Avg ACW

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

                          Calculated by: Total ACW / Interactions with ACW

                          Avg Handle

                          The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

                          Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

                          Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete.

                          For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.

                          Avg Hold

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

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

                          Avg Talk

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

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

                          Handle

                          The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

                          Hold

                          The cumulative hold time for all interactions.

                          Total ACW

                          The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

                          Total Handle

                          The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

                          Total Hold

                          The cumulative hold time for all interactions.

                          Total Talk

                          The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

                          Transferred

                          A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

                          Metric Description
                          Outcome Attempts

                          The number of flow outcomes.

                          Failure

                          The number of flow outcomes that were failures.

                          Failure %

                          The percentage of failure outcomes compared with the total number of outcomes.

                          Success The number of flow outcomes that were a success.
                          Success % The percentage of success outcomes compared with the total number of outcome attempts.
                          Entries

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

                          Total Flow

                          The total time entries spent in the flow. 

                          Max Flow

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

                          Avg Flow

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

                          Disconnect The number of entries that disconnected in the flow.
                          Disconnect % The percentage of entries that disconnected compared with the total number of entries.
                          Total Disconnect

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

                          Avg Disconnect

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

                          Max Disconnect

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

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

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

                          Max Exit

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

                          Avg Exit

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

                          Avg Outcomes

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

                          Metric Description
                          Outcome Attempts

                          The number of flow outcomes.

                          Failure

                          The number of flow outcomes that were failures.

                          Failure %

                          The percentage of failure outcomes compared with the total number of outcomes.

                          Success The number of flow outcomes that were success.
                          Success % The percentage of success outcomes compared with the total number of outcome attempts.
                          Outcome Avg Duration The average amount of time that a call spent in a flow and flow outcome.
                          Outcome Min Duration The shortest amount of time that a call spent in a flow and flow outcome.
                          Outcome Max Duration The longest amount of time that a call spent in a flow and flow outcome.
                          Outcome Total Duration The total amount of time that calls spent in a flow and flow outcome.

                          Metric Description
                          Online Agents The number of agents in the Online status.
                          Available Agents The number of agents in the Available status.
                          Away Agents The number of agents in the Away status.
                          Break Agents The number of agents in the Break status.
                          Meal Agents The number of agents in the Meal status.
                          Training Agents The number of agents in the Training status.
                          Busy Agents The number of agents in the Busy status.
                          Meeting Agents The number of agents in the Meeting status.
                          On Queue Agents The number of agents in the On Queue status.
                          Off Queue Agents The number of agents in the Off Queue status.
                          Communicating Agents The number of agents in the Communicating status.
                          Idle Agents

                          The number of agents in the Idle status.

                          Interacting Agents The number of agents in the Interacting status.
                          Not Responding Agents The number of agents in the Not Responding status.
                          Offline Agents The number of agents in the Offline status.
                          After-call work (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. 

                          Alert – No Answer

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

                          Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.

                          Avg ACW Handled

                          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

                          Average contacting

                          The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
                          Calculated by: (total contacting time/ total number of contacting segments)

                          Average dialing
                          The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions.
                          Calculated by: (total dialing time/ total number of dialing segments)
                          Avg Hold

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

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

                          Avg Hold Handled

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

                          Calculated by: Hold / Total Hold

                          Avg Monitor

                          Average time that the user spent monitoring interactions.

                          Blind Transfer

                          The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

                          Blind Transfer %

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

                          Consult Transfer

                          The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

                          Consult Transfer %

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

                           
                          Contacting

                          The number of contacting segments for the queue and interval.

                          Dialing

                          The number of dialing segments for the queue and interval.

                          Error

                          The number of errors that occurred on the queue conversations.

                          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.

                          Max Monitor

                          Maximum time that the user spent monitoring interactions.

                          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.

                          Min Monitor

                          Minimum time that the user spent monitoring interactions.

                          Monitor

                          Number of interactions that were monitored.

                          Outbound 

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

                          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 Alert – No Answer

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

                          Total contacting

                          The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

                          Total dialing

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

                          Total Monitor

                          Total time that the user spent monitoring interactions.

                          Transfer %

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

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


                          Performance Dashboards overview :Previous Suggested Article Next Suggested Article: Performance dashboard owners