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
  • RoutingWrap-up CodeView
  • ArchitectflowOutcome > View 
  • ArchitectflowView
  • Workforce Management > Real-Time AdherenceView
  • 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 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 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. 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 (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 Add

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. 

Add a widget to the dashboard

  1. Click Performance Dashboards.
  2. Hover over a dashboard and click  Edit dashboard
  3. You can add a Metric, Chart, Text, Web Content, or Agent status widget.
    • To add a single-cell or full-width widget, select Metric, Text, Chart, or Web Content 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.
  4. (Optional) Enter a name for the widget in the Optional custom title field.
    Note: If you do not enter a name for a Metric or Chart widget, 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.

Add a filter to a Metric or Chart widget

  1. For Metric and Chart widgets, under Filters, 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. 
    Note: You can select up to 100 queues to filter by in a widget. A message is displayed when the limit is reached.
  2. 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.

    Configure the widget

    Configure a Metric or Chart widget

    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.
    • 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 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.  To return to configure the widget, click Configuration.

    Configure a Web Content widget

    To configure a Web Content widget, copy the URL to the Web content URL box.

    Note: You need to use a secure (HTTPS) URL, and the URL you reference must support and allow being iFramed.

    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. 

    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 Change the grid size section in this article.


    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. 


    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.


    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
    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 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

    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.

    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

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

    Include Flowouts in Calculation

    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.

    Include Short Abandons in Calculation

    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.

    Include Abandons in Calculation

    The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered 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 are 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.

    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.

    Metric Description
    Metric Description
    Adherence Duration

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


    For more information on agent adherence, see Real-time adherence overview.
    Adherence Status

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


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

    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, 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.

    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.

    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 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 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, 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 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 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

    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.

    Total On Queue

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

    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

    Amount of time spent interacting on a media type.

    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. 


    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.

    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
    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 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

    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.

    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

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

    Include Flowouts in Calculation

    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.

    Include Short Abandons in Calculation

    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.

    Include Abandons in Calculation

    The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered 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.

    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

    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.

    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 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.

    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.