Prerequisites

The following permissions:

  • Analytics Conversation AggregateView
  • AnalyticsData Export All 
  • Analytics > Speech and Text Analytics Aggregates > View
  • Routing > Queue > View 
  • UI > Supervisor Queue Details > View 
  • Groups > Team > View (to filter agent list by Work Team) 

To see survey columns and data, the following permissions:

  • Analytics > Survey Aggregate > View
  • Quality > Survey Form > View

In the Queues Performance Detail view, see current and past activity and statistics for a specific queue or a group of queues. Customize the view with filters and column controls. To view information about statistics relative to the currently selected filters, use the bar graphs. 

You can also view queue metrics based on skill and language groups in the Queues Performance Detail view. For more information, see Skills Performance view.

This view updates automatically except when you use filters from the Filters pane.

To see the most current data, click Refresh .

Set a default time zone in the workspace

You can set the default time zone in the analytics workspace before viewing any analytics view.

To set the default time zone in the workspace, follow these steps:

  1. Click Performance > Workspace.
  2. On the left side, from the Time zone drop-down menu, select the required time zone as the default time zone for the analytics workspace.

View data for a specific queue

  1. Click Performance > Workspace > Contact Center > Queue Performance.
  2. From the Queues Performance Summary view, select a queue. The Queues Performance Detail view appears with data for that queue.
  3. To open the Abandon Intervals Metrics view and see more details about the abandoned metric, click the Abandoned statics in the summary row. 
  4. To export the data in the view, click Export .
  5. To save the view with your filter and column settings, click Save .
  6. To view data about interactions related to the queue, click the Interaction tab to open the Queues Interactions detail view
  7. To view data about the performance of agents who are a member of that queue, click the Agents tab to open the Queues Agents Detail view

View aggregate data for a group of queues

  1. Click Performance > Workspace > Queue Performance.
  2. From the Queues Performance Summary view in the Filter by queue(s) field, search for and select queues for which you want to see data.
  3. Near the list of queues you selected, click View as group. Genesys Cloud displays the Queues Performance Detail view with aggregate data for the queues that you selected. 
  4. To export the aggregate data in the view, click Export .
  5. To save the view with your group, filter, and column settings, click Save 
  6. To view data about interactions related to the queues, click the Interaction tab to open the Queues Interactions detail view.

Note: The Offer, Answer %, Abandon %, ASA, Service Level, and Avg Wait columns show metrics for inbound interactions handled in a queue. All other columns show metrics for both inbound and outbound interactions that a queue handled.

Customize the view

To show only certain data, customize the queues performance detail view. For example, you can choose to show only certain columns or filter to see certain types of interactions. If you return to the Queue Performance Detail view, then your filters and column changes remain. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks

To use a preset to filter metrics, complete the following steps:

  1. To display the date filter, click the date.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months. For example, Nov 1, 2022 – Jan 31, 2023.
Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you can see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

When each row shows a day, click a row to view that day’s 30-minute intervals.

To view bar graphs for different statistics, click a metric in the header section. For example, click Answer % to view a graph of offered and answered interactions.

  • The graphs update every 30 minutes or on page reload: they do not update in real time.
  • To see the time period and numbers that the graph represents, hover over a bar in the graph.
  • In graphs that show two statistics, the view layers the bar chart instead of stacking it. The view layer graphs to make identifying ratios easy.
  • To view more information about the data displayed in a specific column in a bar chart, click the column. The entire view updates to show the details for the time period in the column that you clicked. If the view shows 30-minute intervals, then this option is not available because 30-minute intervals are the smallest unit of time that this view can display.

  1. To filter by media type, click the Filter icon Filter button.
  2. Select the media type. 

Notes:
  • When filtering you can select more than one media type. Click the relevant media type to select or deselect the type.
  • You cannot select the voice and callback types at the same time.
  • If you select voice, the callback option will be deselected. If you select callback, the voice interaction will be deselected.
  • The available media types may vary from those shown above.

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

Data in the view can be displayed in a chart. To view the chart, click the Show/Hide chart icon .

To show or hide columns:

  1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
  2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z
  3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
  4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.

    Sort by options that appear when you add or remove column
  5. Search or scroll to select the columns you want to view.
    Note: You can also use keyboard navigation to choose the columns.
  6. Click Save. The selected columns appear on the screen.
    Note: The column selections appear only after saving the changes and do not apply to the table immediately.

      To rearrange the columns, click a column header and drag it.

      To reset a view to default column settings, click Reset view to defaults .

      You can select up to 20 columns.

      For more information about the metrics shown in the columns, see the Available Columns section in this article. 

      To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

      Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.

      Interactions filters

      Filter Description
      Skills

      Displays metrics for interactions with agents who have the selected skills. 

      Filter for multiple skills at one time by entering other skills and searching again.

      Languages

      Displays metrics for interactions with agents who have the selected languages. 

      Filter for multiple languages at one time by entering other languages and searching again.

      Direction

      Displays information about interactions of the selected directions.

      Initial Direction

      Displays information about interactions with the selected initial direction.

      DNIS

      Displays information for interactions with the selected DNIS numbers.

      • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. 
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      Session DNIS

      Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

      • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
      • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
      • Filter for multiple numbers at one time by entering other numbers and searching again.
      To

      Displays information for interactions sent to the selected email addresses. 

      • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
      • Filter for multiple addresses at one time by entering other addresses and searching again.
      • When searching for a phone number, enter the entire phone number. For example, enter 13171002997 or 3171002997 to search for interactions sent to +1 317-100-2997.
        The filter cannot search for a partial phone number and it cannot process hyphens. You can omit the country code.
      User

      Displays information associated with the selected users.

      Filter for multiple users at one time by entering other users and searching again.

      To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.

      Wrap-up

      Displays information for interactions that have the selected wrap-up codes.

      Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.

      Message Type

      Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.

      Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 

      Has Media

      Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message

      Provider

      The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

      Routing Used

      Displays the routing method that was used to get to the agent who answered the interaction.

      The routing data is relevant beginning September 5, 2020.

      Routing Requested

      Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

      The routing data is relevant beginning September 5, 2020.

      Agent Assist

      Yes displays data for interactions that had Agent Assist.

      No displays data for interactions that did not have Agent Assist.

      Work Team

      Displays metrics for interactions associated with the selected work team.

      Filter for multiple work teams at one time by entering other work teams and searching again.

      For more information, see Work teams overview.

      First Queue

      Displays data for the first queue of an interaction. 

      Select the First Queue check box to retrieve queue statistics for only the first queue that the interaction occurred on. 

      External Tag

      Displays information for interactions that have the External Tag attached to the conversation record.

      Note: External tag data is not available for web chat interactions.

      Notes:

      • Real-time updates stop while any filters in the Filters pane are active. 
      • The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
      • When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.

      To filter by information about the outbound details of the interaction:

      1. Click Filters
      2. Click the Outbound tab.
      3. Search or scroll to select the filter you want to use. 

      Outbound filters

      Filter Description
      Contact ID

      Unique system ID for the user.

      Contact List

      Displays metrics for interactions associated with the selected contact lists.

      Filter for multiple contact lists at one time by entering other contact list names and searching again.

      To filter by information about the Predictive Engagement journey details of the interaction:

      1. Click Filter
      2. Click the Journey tab.

      Journey filters

      Filter Description
      Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
      Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

      To filter by information about External Contact details of the interaction:

      1. Click Filter
      2. Click the External Contact tab.

      External Contact filters

      Filter Description
      External Contact

      Displays information about interactions associated with the selected external contact. You can filter for:

      • Contact name
      • Address
      • Phone number
      • Email address
      • Organization name
      • Custom fields  

      When you filter by external contact, the contact name appears with the associated organization name. 

      Filter for multiple external contacts at one time by entering another contact and searching again.

      Enable Include merged contacts to search all the contacts that relate to the external contacts in the filter.

      Note: You can associate each merged contact with many individual contact IDs. When you enable the Include merged contacts, all merged contact IDs are automatically added to the search. The search filters are limited to 200 total search dimensions.

      For example, if you merge one contact into five other contacts, the search, performed along with the merged contacts, filters a total of six contacts. If an organization heavily uses the merged contacts, a search for a few external contacts can hit the search filter limit.

      External Organization

      Displays information about interactions associated with the selected external organization. You can filter for:

      • Organization name
      • Address
      • Phone number
      • Custom fields

      Filter for multiple external organizations at one time by entering another organization and searching again.

      Available columns

      Your customizations determine the metric columns that the view shows.

      Performance

      Column Description
      Column Description
      Queues

      The name of the queue.

      Offered

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

      Answer %

      The percentage of offered interactions that an agent answered. 

      Calculated by:  (Answered / Offered) * 100

      Answered (in Answered % column)

      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.

      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

      Abandoned (in Abandoned % column)

      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.

      Outbound

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

      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.

      ASA

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

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

      Note: Raw values are provided in milliseconds.

      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 DNIS Performance Summary view, the Service Level % is calculated by queue and will display as a – on the DNIS group row.  To view individual queue service level %, click the + to expand the row.

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

      service level calculation

      Number of Conversations Answered within SLA

      The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

      Calculated by:  (Answered Count – SLA Violation Count) 

      Total Number of Conversations

      The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

      • Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
      • Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
      • Include Abandons in Calculation: Abandons are conversations where the waiting party disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

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

      service level calculation formula

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

      In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.

      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

      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. 

      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.

      In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates average handle column using cumulative counts rather than averages.

      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 Hold

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

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

      Avg ACW

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

      Calculated by: Total ACW / Interactions with ACW

      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 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)

      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 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 Hold

      The cumulative hold time for all interactions.

      Total ACW

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

      Total Dialing

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

      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.

      Hold 

      The number of interactions with holds.

      Transfer 

      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. 

      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. 

      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.

      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.

      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.

      Total Abandon

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

      Connection

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

      Inbound Media

      The count of inbound media for an interaction.

      Transfer %

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

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

      Max Abandon

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

      Min Abandon

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

      Max Wait

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

      Min Wait

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

      Max Talk

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

      Min Talk

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

      Max Hold

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

      Min Hold

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

      Max ACW

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

      Min ACW

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

      Over SLA

      Number of interactions that were over the defined Service Level.

      Met SLA

      Number of interactions that met the defined service level.

      Short Abandon

      Number of interactions that were short abandoned.

      Short Abandon %

      Percent of interactions that were short abandoned.

      Abandon – No Short

      Number of abandons excluding the short abandons.

      Abandon – No Short %

      Percent of abandons excluding the short abandons.

      Outbound Attempt

      Attempted outbound interactions for Dialer campaigns.

      Voicemail

      Count of voicemails received.

      Error

      The number of errors that occurred on the queue conversations.

      SL %

      The service level percentage for the queue.

      SL Target %

      The service level target percentage for the queue.

      Contacting

      The number of contacting segments for the queue and interval.

      Dialing

      The number of dialing segments for the queue and interval.

      Avg Hold Handled

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

      Calculated by: Hold / Total Hold

      Avg ACW Handled

      The average time any interaction spent in ACW. This calculation takes into account all interactions, not just those interactions that had ACW time.

      Calculated by: ACW / Total ACW

      Standard Used %

      The rate of interactions in which standard routing was used in comparison to all answered interactions.

      Outbound Media

      The number of outbound media for an interaction. 

      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. 

      Talk

      The number of sessions where the user(s) interacted during conversations. A session includes the point where the agent joins the conversation to the point where they disconnect.

      Wait

      The number of interactions that waited in the queue.

      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.

      Max Flow Out

      The maximum amount of time an interaction spends in queue before it flows out.

      For more information, see Queues Performance Summary view.

      Min Flow Out

      The minimum amount of time an interaction spends in queue before it flows out.

      For more information, see Queues Performance Summary view.

      Routing

      For an overview of routing methods, see Routing and evaluation methods.

      Column Description
      Bullseye Requested

      The number of interactions in which bullseye routing was requested.

      Bullseye Requested %

      The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

      Bullseye Used

      The number of answered interactions in which bullseye routing was used.

      Bullseye Used %

      The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

      Conditional Requested

      The number of interactions in which conditional routing was requested.

      Conditional Requested %

      The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.

      Conditional Used

      The number of interactions in which conditional routing was used.

      Conditional Used %

      The rate of interactions in which conditional routing was used in comparison to all answered interactions.
      Last Requested

      The number of answered interactions in which last routing was used. See Last agent handling.

      Last Requested %

      The rate of interactions in which last routing was requested in comparison to all answered interactions. See Last agent handling.

      Last Used

      The number of answered interactions in which last routing was used. See Last agent handling.

      Last Used %

      The rate of interactions in which last routing was used in comparison to all answered interactions. See Last agent handling.

      Manual Used

      The number of answered interactions in which manual routing was used.

      Manual Used %

      The rate of interactions in which manual routing was used in comparison to all answered interactions.

      Predictive Requested

      The number of answered interactions in which predictive routing was requested.

      Predictive Requested %

      The rate of interactions in which predictive routing was requested in comparison with all answered interactions. 

      Predictive Used

      The number of answered interactions in which predictive routing was used. 

      Predictive Used %

      The rate of interactions in which predictive routing was used in comparison with all answered interactions.

      Preferred Requested

      The number of answered interactions in which preferred agent routing was used.

      Preferred Requested %

      The rate of interactions in which preferred agent routing was requested in comparison with all answered interactions.

      Preferred Used

      The number of answered interactions in which preferred agent routing was used.

      Preferred Used %

      The rate of interactions in which preferred agent routing was used in comparison to all answered interactions.

      Standard Requested

      The number of answered interactions in which standard routing was requested. 

      Standard Requested %

      The rate of interactions in which standard routing was requested in comparison to all answered interactions.

      Standard Used

      The number of answered interactions in which standard routing was used.

      Standard Used %

      The rate of interactions in which standard routing was used in comparison to all answered interactions.

      Surveys

      Column Column Description
      Response Rate

      The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Sent / Surveys Completed) * 100

      Sent

      The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.

      In Progress

      The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.

      Complete

      The number of surveys customers have opened and submitted.

      Surveys Abandon

      The number of surveys that customers opened but did not submit before the survey expired.

      Survey Expire

      The number of surveys that expired before the customer opened it. 

      Survey Errors

      The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.

      Avg Survey Score

      The average of completed surveys' percentage scores. The average score does not include NPS.

      Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100

      NPS

      The Net Promoter ScoreSM (NPS) of completed surveys. The score can range from -100 to 100. 

      Calculated by (Promoters - Detractors) / number of responses) * 100

      For more information about Promoters, Detractors, and NPS, see Net Promoter Score web survey question overview

      Bounce

      The number of times a survey was sent out and returned by the recipient's email server, usually caused by an invalid email address. 

      Speech and text analytics

      Column Column Description
      Avg Sentiment

      Average sentiment score (-100 to 100) in the given interval with the provided filters.

      Negative Sentiment Instances

      The number of negative sentiment instances. For more information, see Understand sentiment analysis.

      Positive Sentiment Instances

      The number of positive sentiment instances. For more information, see Understand sentiment analysis.

      Sentiment Instances

      Number of instances of sentiment in the given interval with the provided filters.