Add and edit Performance Dashboards


Prerequisites

The following permissions:

  • Analytics > Conversation Aggregate > View
  • Analytics > Queue Observation > View
  • Analytics > Dashboard Configurations > Edit
  • Analytics > Dashboard Configurations > View
  • AnalyticsflowObservationView
  • AnalyticsflowAggregateView
  • DirectoryUserView
  • RoutingQueueView
  • RoutingWrap-up CodeView
  • ArchitectflowOutcome > View 
  • ArchitectflowView
  • To make a dashboard Public: Analytics > Dashboard ConfigurationsPublish

Notes:

  • Users with permissions Analytics > Dashboard Configurations > Edit or Analytics > Dashboard Configurations > View can see all dashboards marked Public.
  • A user’s individual permissions are evaluated to determine how much of a public dashboard they are able to see. Depending on the permission limitations, they might not be able to open the dashboard, or they might receive a notification at the top of the dashboard that they are only seeing partial data.

Create dashboards to display the performance metrics you want to see for the queues, users, wrap-up codes, flows, or flow outcomes that are important to you. You can see a preview of your dashboards and open dashboards to edit or view from PerformanceDashboards. Create a display for your call center by viewing your dashboard in full-screen mode.

Widgets display metrics and visual information on your dashboard. 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. Add color-changing warnings to let you know when metrics are above or below a specified level. 

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


  1. Click PerformanceDashboards
  2. Click  Add a new dashboard
  3. In the Add new dashboard pane, enter a name and then click Submit

Notes:
  • Each user can only create 20 dashboards.
  • There is no limit to the number of public dashboards a user can access.


  1. Click PerformanceDashboards
  2. Hover over a dashboard preview, and click the Copy dashboard icon.
  3. Click Rename to name your new dashboard, and click Save.


To view or rename a dashboard, from its preview on PerformanceDashboards, hover over it and click the appropriate icon. You can also click an icon to copy, edit, and delete a dashboard, or mark it as a favorite.

From an open dashboard, to view a dashboard in edit mode, click  Toggle edit mode. Click it again to return to viewing mode.


Widgets display metrics and visual information about the queues, users, wrap-up codes, flows, and flow outcomes you choose. You can add up to seven rows of widgets, and each row can have 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 Change the grid size section in this article. 

To add a widget to the dashboard, click Performance Dashboards.

  1. Hover over a dashboard and click  Edit dashboard
  2. You can add a Metric, Chart, Text, or Agent status widget.
    • To add a widget, select Metric, Text, or Chart and click Add.
    • To add an Agent status widget, select Agent status, and click  Add. The Agent status widget is displayed on the right side of the dashboard, and it cannot be resized.
  3. (Optional) Enter a name for the widget in the Optional custom title field. If you do not enter a name, the widget’s 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. 
  4. Search for and select either the queues, users, wrap-up codes, flows, or flow outcomes you want represented in the widget. To see and select inactive and deleted users in the User search results, select Include inactive users or Include deleted users. 
  5. For chart widgets, 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, select Split filters to display each queue, user, wrap-up code, flow, or flow outcome as its own row in the widget.

Notes:
  • Depending on the metric you select when configuring the widget, the following options are available: Split by media type, and Show aggregates.
  • If you select the Waiting or Interaction 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.

To configure the widget, click  Configuration.

  1. Select a metric from the list. To assist you, the metric types such as count, percent, or time, are indicated in the list. Up to five metrics, of the same type, can be added to Metric and Chart widgets.
    Note: You cannot filter for multiple queues and select user status metrics, such as Available Agents or On Queue Agents. You can only select these metrics if you filter by a single queue. If you filter for multiple queues and select a status metric, Genesys Cloud resets the queue filter to a single queue.
  2. Depending on the metric you select, you can also select the date spans and media types for the widget.

Notes:
  • 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 2 Date Span intervals to display in your dashboard.

To change a metric’s color when it is above or below a certain number, click Warnings, then click Add warning. Specify above or below, the number, and the color you want the metric to turn when it meets those criteria.  

When you have completed configuring your widget, click Save.


Edit previously created widgets.

  1. Click PerformanceDashboards
  2. Hover over a dashboard and click  Edit dashboard
  3. To edit a widget on the dashboard, click  Edit this widget


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 PerformanceDashboards
  2. Hover over a dashboard and click  Edit dashboard
  3. Click  Copy this widget. A new widget appears on the dashboard with the same settings as the copied widget and (copied) added to the title.

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


Move and organize widgets on your dashboard.

  1. Click PerformanceDashboards
  2. 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. 


Make your dashboard visible to other users.

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


You can filter dashboards by private, public, and favorites. 

  1. Click PerformanceDashboards
  2. Click Filters.
  3. Select Availability or Favorites.


Change the grid size to choose how many single-cell or full-width widgets can be displayed 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 up to seven single-cell widgets or one full-width widget in each row.

To change the grid size, click  Grid Size. Then select which size grid you want. 

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


Display your dashboard in full-screen mode.

  1. Click PerformanceDashboards
  2. Hover over a dashboard and click View dashboard
    Tip: For the best full-screen mode viewing experience, make sure that the dashboard is in viewing mode, instead of edit mode, before viewing it in full-screen mode. To view a dashboard in viewing mode, click  Toggle edit mode.
  3. Click View fullscreenView dashboard fullscreen
  4. To exit full-screen mode, press Escape

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


Available Metrics


Metric Description
Abandon

The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

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 service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered 

Avg 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

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, it flows out, or the customer abandons it.

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 agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. 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. 

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 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.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions - number of short abandoned interactions) *100.

Total ACW

The total time spent in after-call work (ACW). 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 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)

Total Hold

The cumulative hold time for all interactions.

Total Talk

Amount of time spent interacting on a media type.

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 waiting to be answered. Waiting is calculated by the sum total of the number of interactions waiting.

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

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.


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

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 agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. 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.

Total ACW

The total time spent in after-call work (ACW). 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 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)

Total Hold

The cumulative hold time for all interactions.

Total Talk

Amount of time spent interacting on a media type.

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

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 agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. 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 total time spent in after-call work (ACW). 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 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)

Total Hold

The cumulative hold time for all interactions.

Total Talk

Amount of time spent interacting on a media type.

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.

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.

ACD Exit The number of times an entry exited a flow to an ACD queue.
ACD Exit % The percentage of ACD exits compared with the total number of exits. 
ACD Voicemail Exit The number of times an entry exited a flow to an ACD voicemail.
ACD Voicemail Exit % The percentage of ACD voicemail exits compared with the total number of exits. 
User Voicemail Exit The number of times an entry exited a flow to a user’s voicemail.
User Voicemail Exit % The percentage of user voicemail exits compared with the total number of exits. 
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.


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.


Metric Description
Abandon

The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

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 service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered 

Avg 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

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, it flows out, or the customer abandons it.

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 agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. 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 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.

The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100

Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions - number of short abandoned interactions) *100.

Total ACW

The total time spent in after-call work (ACW). 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 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)

Total Hold

The cumulative hold time for all interactions.

Total Talk

Amount of time spent interacting on a media type.

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.


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

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 agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. 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.

Total ACW

The total time spent in after-call work (ACW). 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 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)

Total Hold

The cumulative hold time for all interactions.

Total Talk

Amount of time spent interacting on a media type.

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

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 agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. 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 total time spent in after-call work (ACW). 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 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)

Total Hold

The cumulative hold time for all interactions.

Total Talk

Amount of time spent interacting on a media type.

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.

Flow Disconnect The number of times a flow disconnected entries.
Flow Disconnect % The percentage of flow disconnects compared with the total number of disconnects.
System Error Disconnect The number of times entries disconnected in a flow due to a system error.
System Error Disconnect % The percentage of system error disconnects compared with the total number of disconnects. 
Customer Disconnect The number of times customers disconnected in a flow.
Customer Disconnect  % The percentage of customer disconnects compared with the disconnect count.
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.

ACD Exit The number of times an entry exited a flow to an ACD queue.
ACD Exit % The percentage of ACD exits compared with the total number of exits. 
Group Exit The number of times an entry exited a flow to a group.
Group Exit % The percentage of group exits compared with the total number of exits. 
Number Exit The number of times an entry exited a flow to a number.
Number Exit % The percentage of number exits compared with the total number of exits. 
User Exit The number of times an entry exited a flow to a user.
User Exit % The percentage of user exits compared with the total number of exits. 
Flow Exit The number of times an entry exited a flow to another flow.
Flow Exit % The percentage of flow exits compared with the total number of exits. 
Secure Flow Exit The number of times an entry exited a flow to a secure flow.
Secure Flow Exit % The percentage of secure flow exits compared with the total number of exits. 
ACD Voicemail Exit The number of times an entry exited a flow to an ACD voicemail.
ACD Voicemail Exit % The percentage of ACD voicemail exits compared with the total number of exits. 
User Voicemail Exit The number of times an entry exited a flow to a user’s voicemail.
User Voicemail Exit % The percentage of user voicemail exits compared with the total number of exits. 
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.