Series: Performance Dashboards

Add and edit Performance Dashboards

Prerequisites

The following permissions:

Analytics > Conversation Aggregate > View
Analytics > User Aggregate > View
Analytics > Queue Observation > View
Analytics > Dashboard Configurations > Edit
Analytics > Dashboard Configurations > View
Analytics > flowObservation > View
Analytics > flowAggregate > View
Directory > User > View
Routing > Queue > View
Routing > Queue > Search
Routing > Wrap-up Code > View
Architect > flowOutcome > View
Architect > flow > View
To view the real-time adherence metrics: Workforce Management > Real-Time Adherence > View
To make a dashboard public: Analytics > Dashboard Configurations > Publish
To delete the dashboards of active users in the organization: Analytics > Dashboard Configurations > Delete Active
To delete the dashboards of inactive users in the organization: Analytics > Dashboard Configurations > Delete Inactive
To query agent status counts in the work team: Analytics > teamObservation > View
To recover the dashboards within the organization: Analytics > DashboardConfigurations > Restore

The following permissions for the agent activity widget:

Analytics > Agent State > All Permissions (to assign all agent state permissions, including any future permissions)
Analytics > Agent State > View (to query agent state)
Analytics > Agent State Names > All Permissions (to assign all agent state names permissions, including any future permissions)
Analytics > Agent State Names > View (to show names and user IDs in agent state query results)

Notes:

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

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

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

Notes:

You can only edit the dashboards that you create and own.
Only the user that creates and owns the dashboard can make it public or private.
For the old dashboards, the Share option, which allows sharing with work teams and/or individuals is not available. The functionality to make these dashboards public or private remains unaffected. The dashboards created in the new responsive UI or converted to the new responsive UI can be shared with selected users or work teams.

Add a new dashboard

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

Notes:

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

Copy a dashboard

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

Rename a dashboard

To rename a dashboard from the Performance Dashboard summary page:

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

To rename a dashboard from the Performance Dashboard detail page:

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

Edit an existing dashboard

Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
Click the corresponding dashboard for editing. The edit dashboard page appears.

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

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

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

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

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

Delete dashboards for users

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

To delete multiple dashboards from the Performance Dashboard summary page:

Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
Select the required dashboards.
Click Delete dashboards to delete all the selected dashboards.

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

Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
Click the more icon corresponding to the dashboard and click Delete.

To delete a dashboard from the Performance Dashboard detail page:

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

Notes:

The users can recover deleted dashboards within 30 days. To recover the deleted dashboard, the user must log a ticket with Customer Care.
A deleted user’s dashboards are available for 30 days unless the dashboard was deleted due to a GDPR request.

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

Add widgets to a dashboard

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

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

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

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

Notes:

To add a widget, select Metric, Text, Chart, Web Content, Agent Status, or Agent Activity.
If you do not enter a name for a Metric or Chart widget, the widget name defaults to the metric you first select as you configure the widget. If you select a different metric, then the widget’s name does not update.

This section describes configuring and adding filters to metric, chart, web content, agent status, and agent activity widgets.

To configure a metric widget:

Click Add Widget.
In the Widget Title, enter the name of the widget.
Select the Widget Type as Metric.
Under Filter By, click Add.
Select one of the following options and perform the necessary steps:
- Queue: In the Select field, type the queue’s name and select one or more queues from the list that appears.
- User: In the Add users by criteria field, choose one of the following options:
  
  Note: Only new dashboards have the options to filter by work teams and reports to a specific user.
  - Select Individual users to view the list of users, and in the Select field, type the user’s name and select one or more users from the list that appears.
    Note: To include inactive users, choose Include inactive users. To include deleted users, choose Include deleted users.
  - Select Users of a specific work team to view the list of users reporting to a specific work team, and in the Work Team field, type the work team’s name and select the required work team from the list that appears.
  - Select Users who report to a specific user to view the list of users reporting to a specific user, and in the Reports to field, type the user’s name and select the required user from the list that appears.
- Work Team: In the Select field, type the work team’s name and select one or more work teams from the list that appears.
- Wrap-up: In the Select field, type the wrap-up’s name and select one or more wrap-ups from the list that appears.
- Flow: In the Select field, type the flow’s name and select one or more flows from the list that appears.
- Flow outcome: In the Select field, type the flow outcome’s name and select one or more flow outcomes from the list that appears.
  Notes:
  - You can select up to 100 queues to filter by in a widget. A message displays upon reaching the limit.
  - For monitoring the agent status count, you can select up to 100 work teams. If a single work team is selected as a filter, you can select up to five statuses. If multiple work teams are selected as filters, you can choose only one status.
Click Add.
Under Metric(s), click Add.
Select Count-based, Percentage-based, or Time-based metrics. You can add up to five metrics of the same type to the Metric and Chart widgets.
Note: For the work team or reports to filtered widgets, the split filter option is automatically enabled to list the users in the selected team. You can select only one metric per widget.
Under Time Period, select the date span interval for the specific widget, or click Compare two time periods and select two date spans.
Note: For the chart widgets, only one date span is available.
Choose the required Options.
Note: For old dashboards, perform the following steps: To change a metric’s color when it is above or below a certain number, click More and from the menu that appears, select Warnings. Click Add warning . Specify above or below, the number, and the color that you want the metric to turn when it meets those criteria. To add warnings to a newly created metric or chart widget, see Add a warning to a metric or chart widget section in this article.
Choose the required Media Type as Voice, Callback, Chat, Email, and Message.
Click Save.

Notes:

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

To configure a chart widget:

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

Notes:

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

To add warnings to a metric or chart widget:

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

To configure a text widget:

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

To configure a Web Content widget:

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

To configure an agent status widget:

Click Add Widget.
In the field provided, enter a Widget Title.
Select the Widget Type as Agent Status.
Under Filter By, click Add.
- Select Queue, User, or Work Teams.
  Note: On selecting the users, choose Include inactive users to include the inactive users to the user list or choose Include deleted users to include the deleted users to the user list.
- In the Select field, begin typing the name of the queue, user, or work team. Select one or more from the list that appears.
- Click Add.
  Note: If you filter for users, you cannot filter for queues or work teams, and conversely.
From the Statuses list, select the relevant statuses, or click Select All to add all statuses.
To sort the agent interactions from shortest interaction duration to longest interaction duration, then from the Sort agent interactions by list, select Shortest to longest. To sort the agent interactions from longest interaction duration to shortest interaction duration, select Longest to shortest.
Under Options, select one or more of the following options:
- Display as table – Displays the agent status widget data in a table
- Show offline agents – Includes agents that are offline from the table
- Show time in status – Includes the Time in column from the table
Click Save.

Supervisors can perform real-time monitoring of the dashboards to monitor the conversation activity of the agents based on their segment types such as alert, callback, coaching, contacting, dialing, hold, interact, monitoring, parked, scheduled, sharing, transmitting, voicemail, and wrap up. Segment refers to the conversation segment.

Note: You can either create an agent activity widget or an agent status widget for a dashboard, but not both.

To configure an agent activity widget:

Click Add Widget.
In the field provided, enter a widget title.
Select the widget type as Agent Activity.
Under Filter By, click Add. A dialog box appears.

Note: You can add up to 60 filters.
In the filter by window, perform the following:
- In the Filter By drop-down, select the required filter category. For the list of supported filters, refer to the Agent activity supported filters section in this article.
  
  Note: The subsequent options vary based on the chosen filter category.
- In the select field, type and select the required filter item.
- Click Add.
Under Segments, click select drop-down and select the required segment type to view the number of agents in the chosen segment type. For the list of supported segment types as filters, refer to the Agent activity supported segment types section in this article.
Under Sort agent interactions by, choose one of the following options:
- To sort the agent interactions from shortest interaction duration to longest interaction duration, select Shortest to longest.
- To sort the agent interactions from longest interaction duration to shortest interaction duration, select Longest to shortest.
Click Save.

Edit a widget

To edit previously created widgets:

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

Notes:

New dashboard:
- In the Agent status widget, under the Duration column, the interaction with the shortest duration is displayed at the top by default.
- To see all the interactions handled by the agent, click View All under Duration of the respective agent. You can click the respective interaction to navigate to the interaction detail view to explore the cause of the longest or shortest interaction duration.
- To sort the time in status of the agents, click the arrow next to the Duration column.
Old dashboard:
- In the Agent status widget, under the Duration column, the interaction with the longest duration is displayed at the top by default.
- To sort the time in status of the agents, click the arrow next to the Time in Status column.

Copy a 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.

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

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

Rearrange widgets on a dashboard

To move and organize widgets on your dashboard.

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

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

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

Edit layout

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

To edit the layout:

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

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

Make a dashboard public

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

You can only make the old dashboards public. The supervisors can share the performance dashboards with anyone within their organization, specific work teams, or users. For more information about performance dashboard sharing, see Share Performance dashboards.

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

To make your dashboard visible to other users:

Click Performance > Workspace > Dashboards > Dashboards.
Hover over a dashboard and click Edit dashboard .
Click Make dashboard public .
The public dashboard icon appears.

Filter for dashboards

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

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

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

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

To filter the dashboards based on ownership:

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

To filter the dashboards by dashboard types, such as active and deleted dashboards:

Click Performance > Workspace > Dashboards > Dashboard Owners.
From the Active dashboards drop-down, select a filter option.
- To display only the active dashboards, select Active dashboards.
- To display only the deleted dashboards, select Deleted dashboards.
  Note:
  - You can view only dashboards, within the organization, that are deleted within the last 30 days.
  - You can recover only the dashboards, within the organization, deleted within the last 30 days. For more information, see the Recover deleted performance dashboards.
  - If the recovery action is going to result in the number of active dashboards being higher than the allowed maximum limit, you cannot recover the selected dashboards. For more information about the limits, see Limits.

Data visualization in Agent Activity widget

To view data in the agent activity widget in the dashboard:

Click Performance > Workspace > Dashboards > Dashboards. The dashboard summary page appears.
Click the dashboard that has the agent activity widget. The agent activity widget appears on the right side.
To view the list of agents in the filtered segment, in the Segment column, click the filter icon and select the required segment filter: Alert, Callback, Coaching, Contacting, Dialing, Hold, Interact, Monitoring, Parked, Scheduled, Sharing, Transmitting, Voicemail, and Wrapup.

Notes:

To see all the segments handled by the agent, click View All under Duration for the respective agent.
Click the respective segment to navigate to the corresponding interaction detail view to explore the cause of the longest or shortest interaction duration.
The View All option shows all the segments that the agent handles regardless of the segment filter selected.

View a Dashboard in full-screen mode

To view your dashboard in full-screen mode:

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

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

Available Metrics

Metric widget - queue 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 – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
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
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Alerting	The total number of alerting conversations.
Answer	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
ASA	The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Available Agents	The number of agents off queue and in the Available status.
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Avg Park	The average amount of time an email was parked by an agent.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Away Agents	The number of agents off queue and in the Away status.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Break Agents	The number of agents off queue and in the Break status.
Busy Agents	The number of agents off queue and in the Busy status.
Communicating Agents	The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.
Contacting	The number of contacting segments for the queue and interval.
Dialing	The number of dialing segments for the queue and interval.
Error	The number of errors that occurred on the queue conversations.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
Flow-Out %	The percentage of offered interactions that enter and leave a queue without getting answered by an agent or disconnected. Calculated by: (Flow-Out Count / Offered Count) * 100
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.
Idle Agents	The number of agents who are on queue and available to take interactions but who are not working with interactions.
Inbound Media	The count of inbound media for an interaction.
Interacting Agents	The number of agents working with interactions. This number includes agents completing after call work.
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.
Longest Waiting	The amount of time that the longest-waiting interaction has been waiting in queue.
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
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 Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
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 Park	The maximum amount of time an email was parked by an agent.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Meal Agents	The number of agents off queue and in the Meal status.
Meeting Agents	The number of agents off queue and in the Meeting status.
Met SLA	Number of interactions that met the defined service level.
Min Abandon	The minimum time of an abandoned interaction 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 Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
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 Park	The minimum amount of time an email was parked by an agent.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
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.
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.
Offered	The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Offline Agents	The number of agents off queue and offline.
On Queue Agents	The On Queue metric represents the number of agents that are on queue for a specific queue.
Online Agents	The number of agents that are online.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.
Outbound Media	The number of outbound media for an interaction. Indicates when message-type conversations have media (images, files, and so on) attached.
Over SLA	Number of interactions that were over the defined Service Level.
Park	The number of emails parked by an agent.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.
Service Level Target %	Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the skill group row, the Service Level target displays a – (minus). To view individual queue service level target values for each queue, click the + (plus) to expand the row.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Talk Count	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The cumulative hold time for all interactions.
Total Park	The total amount of time an email was parked by an agent.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Training Agents	The number of agents off queue and in the Training status.
Transfer %	The number of transfers compared with the total number of interactions answered. Calculated by: (No. of transfers / interactions answered) * 100
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.
Voicemail	Count of voicemails received.
Wait	The number of interactions that waited in the queue.
Waiting	The number of interactions that waited in the queue.

Metric widget - user metrics

Metric	Description
Metric	Description
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Adherence Status	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
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.
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 ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Avg Alert	The average amount time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Avg Monitor	Average time that the user spent monitoring interactions.
Avg Park	The average amount of time an email was parked by an agent.
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.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Break %	The percentage of time spent in the Break status for the specified period.
Busy %	The percentage of time spent in the Busy status for the specified period.
Communicating %	The percentage of time the agent is on a non-ACD call. For more information about how utilization affects agents that handle both ACD and non-ACD conversations, see Agent utilization.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.
Contacting	The number of contacting segments for the queue and interval.
Dialing	The number of dialing segments for the queue and interval.
Error	The number of errors that occurred on the queue conversations.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.
Idle %	The percentage of time agents who are On Queue and able to take interactions but are not working with interactions.
Interacting %	The percentage of time that the agent was handling interactions.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Max Alert	The maximum amount of time an agent was being alerted.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.
Max 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 Monitor	Maximum time that the user spent monitoring interactions.
Max Park	The maximum amount of time an email was parked by an agent.
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 Alert	The minimum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.
Min 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 Monitor	Minimum time that the user spent monitoring interactions.
Min Park	The minimum amount of time an email was parked by an agent.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Monitor	Number of interactions that were monitored.
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.
Occupancy	The percentage of time that call agents spend handling incoming calls against the available or idle time.
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 an agent’s logged in time that they are on queue.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Park	The number of emails parked by an agent.
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.
Talk Count	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Total 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 that the agent is on a non-ACD call. For more information about how utilization affects agents that handle both ACD and non-ACD conversations, see Agent utilization.
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The cumulative hold time for all interactions.
Total Idle	The total time agents who are On Queue and able to take interactions but are not working with interactions.
Total Interacting	The total time that the agent was handling interactions.
Total Logged In	The total amount of time a user is logged in for the specified period.
Total Meal	The total time spent in the Meal status for the specified period.
Total Meeting	The total time spent in the Meeting status for the specified period.
Total Monitor	Total time that the user spent monitoring 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.
Total Off Queue	The time spent in any status other than Offline and On Queue for the specified period.
Total On Queue	The time spent in the On Queue status for the specified period.
Total Park	The total amount of time an email was parked by an agent.
Total System Away	The total time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.
Total Talk	The total time spent talking/interacting on a conversation.
Total Training	The total time spent in the Training status for the specified period.
Training %	The percentage of time spent in the Training status for the specified period.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / Interactions Answered) * 100
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 widget - work team metrics

Metric	Description
Available Agents	The number of agents in the work team who are off queue and in the Available status.
Away Agents	The number of agents in the work team who are off queue and in the Away status.
Break Agents	The number of agents in the work team who are taking a break and are not working.
Busy Agents	The number of agents in the work team who are off queue and in the Busy status.
Communicating Agents	The number of agents in the work team who are in the Communicating status. Note: The agent in the work team is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.
Idle Agents	The number of agents in the work team who are on queue and available to take interactions, but are not working on interactions.
Interacting Agents	The number of agents in the work team who are working on interactions. This number includes the number of agents completing the after call work.
Meal Agents	The number of agents in the work team who are off queue and in the Meal status.
Meeting Agents	The number of agents in the work team who are off queue and in the Meeting status.
Not Responding Agents	The number of agents in the work team who are 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 Agents	The number of agents in the work team who are off queue for a specific queue. These agents in the work team 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.
Offline Agents	The number of agents in the work team who are off queue and offline.
On Queue Agents	The number of agents in the work team who are on queue for a specific queue.
Online Agents	The number of agents in the work team who are online.
Training Agents	The number of agents in the work team who are off queue and in the Training status.

Metric widget - wrap-up metrics

Metric	Description
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Park	The average amount of time an email was parked by an agent.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Max 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 Park	The maximum amount of time an email was parked by an agent.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Min Park	The minimum amount of time an email was parked by an agent.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Park	The number of emails parked by an agent.
Talk Count	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The cumulative hold time for all interactions.
Total Park	The total amount of time an email was parked by an agent.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Transferred	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.

Metric widget - flows metrics

Metric	Description
Active	The number of currently active flows.
Avg Disconnect	The average amount of time until an entry disconnected in a flow.
Avg Exit	The average amount of time that an entry spent in a flow before exiting.
Avg Flow	The average amount of time that an entry spent in the flow.
Avg Milestones	The average number of milestones per flow and flow outcome.
Avg Outcomes	The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries
Disconnect	The number of entries that disconnected in the flow.
Disconnect %	The percentage of entries that disconnected compared with the total number of entries.
Entries	The total number of times calls enter the flow or flow version. A call can enter a flow multiple times.
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.
Failure	The number of flow outcomes that were failures.
Failure %	The percentage of failure outcomes compared with the total number of outcomes.
Max Disconnect	The longest amount of time that an entry spent in the flow before disconnecting.
Max Exit	The longest amount of time that an entry spent in the flow before exiting.
Max Flow	The longest amount of time that an entry spent in the flow.
Milestones	The total number of Milestones.
Outcome Attempts	The number of flow outcomes.
Success	The number of flow outcomes that were success.
Success %	The percentage of success outcomes compared with the total number of outcome attempts.
Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.
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.
Total Flow	The total time entries spent in the flow.

Metric widget - flow outcomes metrics

Metric	Description
Avg Milestones	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures.
Failure %	The percentage of failure outcomes compared with the total number of outcomes.
Milestones	The total number of Milestones.
Outcome Attempts	The number of flow outcomes.
Outcome Avg Duration	The average 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 Min Duration	The shortest 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.
Success	The number of flow outcomes that were success.
Success %	The percentage of success outcomes compared with the total number of outcome attempts.

Chart widget - queue 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 – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
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
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
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 the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg Abandon	The average amount of time before a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)
Avg Flow-Out	The average amount of time an interaction spends in queue before it flows out. Calculated by: Total Flow Out Time / Count of interactions with flow-outs For more information, see Queues Performance Summary view.
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Avg Park	The average amount of time an email was parked by an agent.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Avg Wait	The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction. Calculated by: Total Wait Time / Interactions
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
Connection	The number of interactions that initially connected to the contact center in a particular location, such as a queue or IVR.
Consult	The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.
Contacting	The number of contacting segments for the queue and interval.
Dialing	The number of dialing segments for the queue and interval.
Error	The number of errors that occurred on the queue conversations.
Flow-Out	Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
Flow-Out %	The percentage of offered interactions that enter and leave a queue without getting answered by an agent or disconnected. Calculated by: (Flow-Out Count / Offered Count) * 100
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.
Inbound Media	The count of inbound media for an interaction.
Max Abandon	The maximum time of an abandoned interaction for the selected interval.
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 Flow-Out	The maximum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
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 Park	The maximum amount of time an email was parked by an agent.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Max Wait	The maximum amount of time spent waiting in queue for the selected interval.
Met SLA	Number of interactions that met the defined service level.
Min Abandon	The minimum time of an abandoned interaction 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 Flow-Out	The minimum amount of time an interaction spends in queue before it flows out. For more information, see Queues Performance Summary view.
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 Park	The minimum amount of time an email was parked by an agent.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Min Wait	The minimum amount of time spent waiting in queue for the selected interval.
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.
Outbound Attempt	Attempted outbound interactions for Dialer campaigns.
Outbound Media	The number of outbound media for an interaction. Indicates when message-type conversations have media (images, files, and so on) attached.
Over SLA	Number of interactions that were over the defined Service Level.
Park	The number of emails parked by an agent.
Service Level %	Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the performance views that are not queue-specific, the Service Level % is calculated by queue and displayed as a – on the aggregated group row since SLA targets vary by queue. The affected views are DNIS Performance Summary and Skills Performance views. To view individual queue service level %, click the + to expand the row. The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is: Number of Conversations Answered within SLA The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold. Calculated by: (Answered Count – SLA Violation Count) Total Number of Conversations The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations. Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation. Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator. Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is: Note: With the Flowouts and Abandons enabled, the Flowouts and the Abandons are added into the denominator when calculating the service level. With the Short Abandons disabled, the Short Abandons are subtracted from the Abandons when calculating the service level.
Service Level Target %	Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. Note: In the skill group row, the Service Level target displays a – (minus). To view individual queue service level target values for each queue, click the + (plus) to expand the row.
Short Abandon	Number of interactions that were short abandoned.
Short Abandon %	Percent of interactions that were short abandoned.
Talk Count	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total Abandon	The total amount of time interactions are in queue waiting for an agent to answer them before customers abandoned the interactions.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The cumulative hold time for all interactions.
Total Park	The total amount of time an email was parked by an agent.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Total Wait	The total amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it. Genesys Cloud calculates the wait time in milliseconds.
Transfer %	The number of transfers compared with the total number of interactions answered. Calculated by: (No. of transfers / interactions answered) * 100
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.
Voicemail	Count of voicemails received.
Wait	The number of interactions that waited in the queue.

Chart widget - user metrics

Metric	Description
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Alert – No Answer	The number of times an agent was alerted to a conversation but did not answer the conversation. Note: This metric does not specifically count the number of times an agent was placed in a Not Responding routing status. An agent is transitioned to Not Responding status after a specific alert time threshold for ACD-routed conversations. Alert – No Answer can be incremented for all conversation types for any situation where an alert was not followed by an answer event.
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.
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 ACW Handled	The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW. Calculated by: Total ACW Time / Number of Interactions Handled
Avg Alert	The average amount time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Avg Contacting	The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer. Calculated by: (total contacting time/ total number of contacting segments)
Avg Dialing	The average amount of time an agent spends dialing and waiting for a contact to answer during outbound interactions. Calculated by: (total dialing time/ total number of dialing segments)
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Hold Handled	The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held. Calculated by: Total Hold Time / Number of Interactions Handled.
Avg Monitor	Average time that the user spent monitoring interactions.
Avg Park	The average amount of time an email was parked by an agent.
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.
Blind Transfer	The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction.
Blind Transfer %	The percentage of interactions an agent answered in one queue and then blind transferred.
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 that the agent is on a non-ACD call. For more information about how utilization affects agents that handle both ACD and non-ACD conversations, see Agent utilization.
Consult Transfer	The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.
Consult Transfer %	The percentage of interactions an agent answered in one queue and then consult transferred.
Contacting	The number of contacting segments for the queue and interval.
Dialing	The number of dialing segments for the queue and interval.
Error	The number of errors that occurred on the queue conversations.
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.
Idle %	The percentage of time agents who are On Queue and able to take interactions but are not working with interactions.
Interacting %	The percentage of time that the agent was handling interactions.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Max Alert	The maximum amount of time an agent was being alerted.
Max Alert – No Answer	The maximum amount of time an agent was being alerted without responding to an interaction.
Max Answer	The maximum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Max Contacting	The maximum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Max Dialing	The maximum amount of time an outbound interaction spends dialing a contact.
Max 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 Monitor	Maximum time that the user spent monitoring interactions.
Max Park	The maximum amount of time an email was parked by an agent.
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 Alert	The minimum amount of time an agent was being alerted.
Min Alert – No Answer	The minimum amount of time an agent was being alerted without responding to an interaction.
Min Answer	The minimum amount of time an agent spent answering assigned ACD interactions for the selected interval.
Min Contacting	The minimum amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Min Dialing	The minimum amount of time an outbound interaction spends dialing a contact.
Min 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 Monitor	Minimum time that the user spent monitoring interactions.
Min Park	The minimum amount of time an email was parked by an agent.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Monitor	Number of interactions that were monitored.
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.
Occupancy	The percentage of time that call agents spend handling incoming calls against the available or idle time.
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 an agent’s logged in time that they are on queue.
Outbound	This metric represents the number of outbound interactions placed on behalf of queue.
Park	The number of emails parked by an agent.
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.
Talk Count	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Alert	The total time Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Total Alert – No Answer	The total number of seconds Genesys Cloud offered an agent an interaction before the agent declined the interaction or the interaction timed out.
Total 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 that the agent is on a non-ACD call. For more information about how utilization affects agents that handle both ACD and non-ACD conversations, see Agent utilization.
Total Contacting	The total amount of time outbound interactions take to connect to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.
Total Dialing	The total amount of time an outbound interaction spends dialing a contact.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The cumulative hold time for all interactions.
Total Idle	The total time agents who are On Queue and able to take interactions but are not working with interactions.
Total Interacting	The total time that the agent was handling interactions.
Total Logged In	The total amount of time a user is logged in for the specified period.
Total Meal	The total time spent in the Meal status for the specified period.
Total Meeting	The total time spent in the Meeting status for the specified period.
Total Monitor	Total time that the user spent monitoring 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.
Total Off Queue	The time spent in any status other than Offline and On Queue for the specified period.
Total On Queue	The time spent in the On Queue status for the specified period.
Total Park	The total amount of time an email was parked by an agent.
Total System Away	The total time spent during the specified period in the Away status when Genesys Cloud automatically sets the user's status to Away due to inactivity.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
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.
Transfer %	The number of transfers compared to the total number of interactions answered. Calculated by: (# of transfers / Interactions Answered) * 100
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.

Chart widget - wrap-up metrics

Metric	Description
After-call work (ACW)	The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg Handle	The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time. Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled Note: The interactions can span multiple time intervals. For example, a 45-minute call spans two 30-minute intervals. However, metrics are assigned a single timestamp and reported in the interval into which this timestamp falls. The timestamps are assigned based on when the metric calculation is complete. For instance, handle time will use the timestamp of after call work completion. In the example of a 45-minute call, the handle time falls in the second 30-minute interval because the handle time was calculated at the end of the call when ACW was submitted.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Park	The average amount of time an email was parked by an agent.
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The cumulative hold time for all interactions.
Max ACW	The maximum amount of time spent on after call work for the selected interval.
Max Handle	The maximum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Max Hold	The maximum amount of time spent on hold for the selected interval.
Max Park	The maximum amount of time an email was parked by an agent.
Max Talk	The maximum amount of time spent interacting for the selected interval.
Min Handle	The minimum amount of time agents were involved in ACD and non-ACD interactions, including answered interactions, transfers, callbacks, and outbound calls.
Min Hold	The minimum amount of time spent on hold for the selected interval.
Min Park	The minimum amount of time an email was parked by an agent.
Min Talk	The minimum amount of time spent interacting for the selected interval.
Park	The number of emails parked by an agent.
Talk Count	The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.
Total ACW	The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time.
Total Handle	The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.
Total Hold	The cumulative hold time for all interactions.
Total Park	The total amount of time an email was parked by an agent.
Total Talk	The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.
Transferred	A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.

Chart widget - flows metrics

Metric	Description
Avg Disconnect	The average amount of time until an entry disconnected in a flow.
Avg Exit	The average amount of time that an entry spent in a flow before exiting.
Avg Flow	The average amount of time that an entry spent in the flow.
Avg Milestones	The average number of milestones per flow and flow outcome.
Avg Outcomes	The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries
Disconnect	The number of entries that disconnected in the flow.
Disconnect %	The percentage of entries that disconnected compared with the total number of entries.
Entries	The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.
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.
Failure	The number of flow outcomes that were failures.
Failure %	The percentage of failure outcomes compared with the total number of outcomes.
Max Disconnect	The longest amount of time that an entry spent in the flow before disconnecting.
Max Exit	The longest amount of time that an entry spent in the flow before exiting.
Max Flow	The longest amount of time that an entry spent in the flow.
Milestones	The total number of Milestones.
Outcome Attempts	The number of flow 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.
Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.
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.
Total Flow	The total time entries spent in the flow.

Chart widget - flow outcomes metrics

Metric	Description
Avg Milestones	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures.
Failure %	The percentage of failure outcomes compared with the total number of outcomes.
Milestones	The total number of Milestones.
Outcome Attempts	The number of flow outcomes.
Outcome Avg Duration	The average 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 Min Duration	The shortest 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.
Success	The number of flow outcomes that were success.
Success %	The percentage of success outcomes compared with the total number of outcome attempts.

Agent status widget - user statuses

Metric	Description
Available	The number of agents in the Available status.
Away	The number of agents in the Away status.
Break	The number of agents in the Break status.
Busy	The number of agents in the Busy status.
Communicating	The number of agents in the Communicating status.
Idle	The number of agents in the Idle status.
Interacting	The number of agents in the Interacting status.
Meal	The number of agents in the Meal status.
Meeting	The number of agents in the Meeting status.
Not Responding	The number of agents in the Not Responding status.
Off Queue	The number of agents in the Off Queue status.
Offline	The number of agents in the Offline status.
On Queue	The number of agents in the On Queue status.
Online	The number of agents in the Online status.
Training	The number of agents in the Training status.

Agent activity supported filters

Metric	Description
Routing Queue	The queue to which the conversation is routed and handled by the agent.
Assigned Queue	The queue assigned to an agent.
Segment Type	The type of segment the agent is in at the moment. For the list of supported segment types, refer to the Agent activity supported segment types section in this article.
Media Type	The media type of the conversation that the agent handles.
Routing Skills	The skills requested for the conversation as part of routing.
Routing Languages	The languages requested for the conversation as part of routing.
ACW	Displays the agents with pending wrap-up work. To view the agents who are in the after call work, click Show agents who are in ACW.
User	The name of the agent.
Reports to	The direct reporting manager assigned to an agent.
Assigned Skills	The skills assigned to an agent.
Assigned Languages	The languages assigned to an agent.
Direction	Displays the direction of the conversation such as inbound or outbound.
Division	Displays the name of a division to which the agent belongs. For more information, see Divisions overview.

Agent activity supported segment types

Metric	Description
Alert	Displays the duration and the list of agents in the alerting segment.
Callback	Displays the duration and the list of agents in the callback segment.
Coaching	Displays the duration and the list of agents in the coaching segment.
Contacting	Displays the duration and the list of agents in the contacting segment.
Dialing	Displays the duration and the list of agents in the dialing segment.
Hold	Displays the duration and the list of agents in the hold segment.
Interact	Displays the duration and the list of agents in the interact segment.
Monitoring	Displays the duration and the list of agents in the monitoring segment.
Parked	Displays the duration and the list of agents in the parked segment.
Scheduled	Displays the duration and the list of agents in the scheduled segment.
Sharing	Displays the duration and the list of agents in the sharing segment.
Transmitting	Displays the duration and the list of agents in the transmitting segment.
Voicemail	Displays the duration and the list of agents in the voicemail segment.
Wrapup	Displays the duration and the list of agents in the wrapup segment.

Next Suggested Article: Performance dashboard owners

Series: Performance Dashboards

Add and edit Performance Dashboards

Add a new dashboard

Copy a dashboard

Rename a dashboard

Edit an existing dashboard

Delete dashboards for users

Add widgets to a dashboard

Add a widget to the dashboard

Configure the widget

Configure a metric widget

Configure a chart widget

Add a warning to a metric or chart widget

Configure a text widget

Configure a web content widget

Configure an agent status widget

Configure an agent activity widget

Edit a widget

Copy a widget

Rearrange widgets on a dashboard

Edit layout

Make a dashboard public

Filter for dashboards

Data visualization in Agent Activity widget

View a Dashboard in full-screen mode

Available Metrics

Metric widget - queue metrics

Metric widget - user metrics

Metric widget - work team metrics

Metric widget - wrap-up metrics

Metric widget - flows metrics

Metric widget - flow outcomes metrics

Chart widget - queue metrics

Chart widget - user metrics

Chart widget - wrap-up metrics

Chart widget - flows metrics

Chart widget - flow outcomes metrics

Agent status widget - user statuses

Agent activity supported filters

Agent activity supported segment types