View available columns in performance views by category

Action Map Blocked Offer Detail view

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Column	Description
Blocker	Type of web action associated to the action map, such as web chat or content offer.
Count	Total number of times the action map attempted to offer the web action to visitors.
Reason	Action map name.
Sessions	Number of unique times the action map attempted to offer the web action to visitors.

Showing 1 to 4 of 4 entries

Action Map Blocked Offer Interval Detail view

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Column	Description
Count	Total number of times the action map attempted to offer the web action to visitors.
Sessions	Number of unique times the action map attempted to offer the web action to visitors.

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Agent Development Detail view

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Column	Description
Column	Description
Assigned By	The name of the user who assigned the coaching appointment or learning module.
Assigned Date	The start date and time for the coaching appointment or learning module.
Assigned To	The name of the agent that the coaching appointment or learning module is assigned to.
Completion Date	The date the coaching appointment or learning module was completed.
Development Type	Displays Coaching for coaching appointments, Learning for learning modules, Assessment for standalone assessments, or Learning with Assessment for learning modules with assessments.
Due Date	The target date of completion for the coaching appointment or learning module.
Facilitator	The user responsible for leading the coaching appointment, or assigning the informational learning module to an agent.
Name	The name of the coaching session or the name of the learning module.
Overdue	Displays Yes for coaching appointments and learning modules that have an elapsed completion date. Displays No for coaching appointments and learning modules that do not have an elapsed completion date.
Result	Displays the assessment result for the agent. Possible statuses are Pass or Fail.

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Agent Development Summary view

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Column	Description
Column	Description
Agent	The full name for the user.
Completed	The number of coaching appointments and informational training modules completed for the selected interval.
Division	Displays the name of a division that an agent belongs to. For more information, see Divisions overview.
Email	Email address configured for the user.
Failed	Displays the number of assessments failed during the selected time period.
ID	Unique system ID for the user.
In Progress	The number of coaching appointments and informational training modules that are in progress.
Invalid Schedule	The number of scheduled and in progress coaching appointments that do not have a valid agent schedule in Workforce Management.
Media Types	Displays icons of the permitted media types for an agent.
Overdue	The total number of coaching appointments and informational training modules that have an elapsed completion date. This includes elapsed appointments and modules that are scheduled, in progress, or have an invalid schedule.

Showing 1 to 10 of 16 entries

Agent Topics Detail view

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Column	Description
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.

Showing 1 to 10 of 25 entries

Agent Topics Summary view

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Column	Description
<Topic name>	The speech and text analytics topic that was used to analyze the interaction.
Agent	The full user name.
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.
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
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/Music	The average of hold time and music time across interactions.

Showing 1 to 10 of 28 entries

Agent Workitems Performance Detail view

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Performance

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Column	Description
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The number of workitems answered by an agent via routing, manual assignment, or transfer.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
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.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.
Focus	The number of times an agent has a workitem in focus. This number can be higher than the count of workitems handled as the number helps to identify each time an agent has a workitem in focus (vs. on hold).

Showing 1 to 10 of 33 entries

Routing

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

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Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Requested %	The rate of answered workitems in which the bullseye routing was requested when compared with all answered workitems.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Requested %	The rate of answered workitems in which the direct routing was requested when compared with all answered workitems.
Direct Used	The routing method used to assign a workitem to an agent.
Manual Used	The number of answered interactions in which manual routing was used.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Preferred Requested %	The rate of workitems in which the preferred agent routing was requested when compared with all answered workitems.
Preferred Used	The number of answered interactions in which preferred agent routing was used.

Showing 1 to 10 of 13 entries

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Agent Workitems Performance Summary view

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Performance

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Column	Description
Agent	The name of the agent.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The number of workitems answered by an agent via routing, manual assignment, or transfer.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
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.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.

Showing 1 to 10 of 33 entries

Routing

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

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Column	Description
Bullseye Requested	The number of interactions in which bullseye routing was requested.
Bullseye Requested %	The rate of answered workitems in which the bullseye routing was requested when compared with all answered workitems.
Bullseye Used	The number of answered interactions in which bullseye routing was used.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Requested %	The rate of answered workitems in which the direct routing was requested when compared with all answered workitems.
Direct Used	The routing method used to assign a workitem to an agent.
Manual Used	The number of answered interactions in which manual routing was used.
Preferred Requested	The number of answered interactions in which preferred agent routing was used.
Preferred Requested %	The rate of workitems in which the preferred agent routing was requested when compared with all answered workitems.
Preferred Used	The number of answered interactions in which preferred agent routing was used.

Showing 1 to 10 of 13 entries

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Agents Evaluation Detail view

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Column	Description
Agent Comments	Whether an agent has left a comment.
Critical Score	The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.
Evaluation Date / Time	The date and time of the evaluation.
Evaluation Form Name	The name of the evaluation form used to score the agent.
Evaluator	The name of the person who completed the evaluation.
Interaction Date / Time	The date and time of the interaction.
Media Type	The media type of the interaction.
Release Date/Time	The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation.
Reviewed By Agent	Whether the agent has reviewed the evaluation.
Score	The overall evaluation score based upon an evaluator's responses on an evaluation form.

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Agents Evaluation Summary view

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Column	Description
Agent	The full name for the user.
Avg Critical Score	The average critical score of released evaluations completed for selected agents.
Avg Score	The average score of evaluations released for the selected agents.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Email	Email address configured for the user.
Evaluations	The number of evaluations released for the selected agents.
Highest Critical Score	The highest critical evaluation score an agent received for released evaluations.
Highest Score	The highest evaluation score an agent received for released evaluations.
ID	Unique system ID for the user.
Lowest Critical Score	The lowest critical evaluation score an agent received for released evaluations.

Showing 1 to 10 of 12 entries

Agents Interactions Detail view

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Evaluations

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Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Displays whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Showing 1 to 7 of 7 entries

External Contact

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Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

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Flows

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Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Showing 1 to 10 of 13 entries

Interactions

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Column	Description
Column	Description
Abandoned	Displays whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Displays whether an interaction had Agent Assist or not.
ANI	The number of the person who dialed.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Barged-in	Indicates whether a supervisor barged into the conversation.
Blind Transferred	Displays whether the interaction had a blind transfer.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Co-browse	Displays whether the interaction had a co-browse session.
Coached	Indicates whether a supervisor coached on the conversation.

Showing 1 to 10 of 64 entries

Journey

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Column	Description
Column	Description
Has Customer Journey Data	Displays whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Displays whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Showing 1 to 2 of 2 entries

Metrics

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Column	Description
Column	Description
Active Park	Displays the duration of the interaction that is currently parked.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Alert Segments	The number of alerts.
Blind Transfers	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.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consult Transfers	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.
Consults	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.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.

Showing 1 to 10 of 34 entries

Outbound

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Column	Description
Column	Description
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Caller Name	The name of the customer being called by the campaign.
Campaign Name	The name of the campaign associated with the interaction.
Campaign Start	The start date of the first outbound call of a campaign.
Contact ID	The contact ID associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Outbound Attempt	The number of attempts made to call the customer.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Time to Flow	The amount of time it took for the campaign call to enter a flow.

Showing 1 to 10 of 10 entries

Routing

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Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Displays whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.

Showing 1 to 10 of 17 entries

Surveys

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Column	Description
Column	Description
Has Survey Data	Displays whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it. Sent - Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress - The contact opened the survey link to start the survey. Finished - The contact completed the survey. Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted - The survey form was deleted.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.
Surveys	The number of surveys sent related to the interaction.

Showing 1 to 7 of 7 entries

Agents Performance Detail view

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Performance

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Metric	Definition	Columns live update
Metric	Definition	Columns live update
Active Callback	The instances of an agent on a callback while a call is active.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Alert	The number of times agents receive an alert for interactions.	Yes
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.	Yes
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.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
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	Yes
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)	Yes
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)	Yes

Showing 1 to 10 of 61 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Agents Performance Summary view

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Real-time columns

Note: The real-time status columns do not export since they are a point-in-time snapshot, while the export is an asynchronous operation. The following real-time columns are not available in the export:

Time in Status
Status
Secondary Status
Routing Status
Time in Routing Status
Station
Media Types
Role
Interactions
Duration / Duration 2 / Duration 3
Adherence
Adherence Duration
Scheduled Activity

Performance

These metrics represent data for the dates that you selected for the view.

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Metric	Description	Columns live update
Metric	Description	Columns live update
Active Callback	The instances of an agent on a callback while a call is active.	Yes
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.	Yes
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.	Yes
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.	Yes
Agent	The full name for the user.	No
Alert	The number of times agents receive an alert for interactions.	Yes
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.	Yes
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.	No
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	No

Showing 1 to 10 of 87 entries

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Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Agents Queues Detail view

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Performance

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Column	Description	Columns live update
Column	Description	Columns live update
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	Yes
Abandon – No Short	Number of abandons excluding the short abandons.	Yes
Abandon – No Short %	Percent of abandons excluding the short abandons.	Yes
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.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
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.	Yes
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.	Yes
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.	Yes

Showing 1 to 10 of 73 entries

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Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Surveys

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Column	Column Description	Columns live update
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	No
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.	No
Complete	The number of surveys customers have opened and submitted.	No
Full response	The number of full survey responses with all required questions that were answered by the customers.	No
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.	No
NPS	The Net Promoter Score^SM (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.	No
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints	No
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.	No
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	No
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.	No

Showing 1 to 10 of 15 entries

Speech and text analytics

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Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Showing 1 to 4 of 4 entries

Agents Status Detail view

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Column	Description	Columns live update
Column	Description	Columns live update
Available	The time spent in the Available status for the specified period.	Yes
Away	The time spent during the specified period in the Away status when the user sets their status to Away. Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column.	Yes
Break	The time spent in the Break status for the specified period.	Yes
Busy	The time spent in the Busy status for the specified period.	Yes
Communicating	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.	Yes
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.	Yes
Idle %	The percentage that an agent spent in the idle status, calculated by: Idle / (INTERACTING + IDLE + NOT RESPONDING) * 100 This routing status represents agents who are On Queue and able to take interactions but are not working with interactions.	Yes
Interacting	The time that the agent was handling interactions.	Yes
Interacting %	The percentage of on-queue time that an agent spent in the Interacting status, calculated by: Interacting / (INTERACTING + IDLE + NOT RESPONDING) * 100	Yes
Log in	The time the user first logged in within the supplied interval. Data for this column is limited to a one-month time range for data that is up to 558 days old. If the column is blank, a log in event did not occur within the view’s requested interval.	No

Showing 1 to 10 of 24 entries

Agents Status Summary view

Click to view available columns

Real-time columns

Time in Status
Status
Secondary Status
Routing Status
Time in Routing Status
Station
Media Types
Interactions
Duration / Duration 2 / Duration 3
Adherence
Adherence Duration
Scheduled Activity

These columns always show current, real-time data, even if you use the date filter to show historical data.

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Column	Description	Columns live update
Column	Description	Columns live update
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.	Yes
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.	Yes
Agent	The full name for the user.	No
Available	The time spent in the Available status for the specified period.	Yes
Away	The time spent during the specified period in the Away status when the user sets their status to Away. Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column.	Yes
Break	The time spent in the Break status for the specified period.	Yes
Busy	The time spent in the Busy status for the specified period.	Yes
Communicating	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.	Yes
Department	Department of the user as defined within Genesys Cloud.	No
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.	No

Showing 1 to 10 of 45 entries

Agents Wrap-Up Detail view

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Column	Description
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent. Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent)
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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. 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.

Showing 1 to 10 of 23 entries

Agents Wrap-Up Interval Detail view

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Column	Description
% Handle	The percentage of interactions of an agent's wrap-up code for a selected date and media type, in relation to the total interactions for the selected date and media type, by interval. Calculated by (Handle for agent wrap-up code by interval / total agent interactions for the selected date and media type, by interval)
% Total Handle	The percentage of the total length of the interactions of an agent's wrap-up code for a selected date and media type, in relation to the total length of interactions for the selected dates and media type, by interval. Calculated by (Total Handle for agent wrap-up code / total length of agent interactions for the selected dates and media type, by interval)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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. 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.

Showing 1 to 10 of 23 entries

Bot Performance Detail view

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Bots

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Column	Description
Avg Bot	The average amount of time spent in bot sessions.
Avg Bot Turns	The average amount of turns in a bot session -- the number of times the bot processed user activity.
Entries	The number of customers entering bot sessions.
Interval	The date interval for the bot.
Max Bot	The amount of time of the longest bot.
Max Bot Turns	The highest number of turns -- the times when the bot processed activity by the user in a bot session.
Total Bot	The total number of bot sessions.
Total Bot Turns	The total number of bot turns -- the number of times the bot processed user activity.

Showing 1 to 8 of 8 entries

Disconnects

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Column	Description
Avg Disconnect	The average amount of time spent in bot sessions that ended with a disconnect.
Bot Disconnect	The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow.
Customer Disconnect	The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button.
Disconnect	The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect.
Max Disconnect	The amount of time of the longest bot session that ended in a disconnect.
Recognition Failure Disconnect	The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.
Session Expired Disconnect	The number of bot sessions where the host made an unplanned disconnect due to the session expiring.
System Error Disconnect	The number of bot sessions where the bot made an unplanned disconnect due to an error.
Total Disconnect	The amount of time an entry spent in a flow until it disconnected.

Showing 1 to 9 of 9 entries

Exits

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Column	Description
Avg Exit	The average amount of time spent in bot sessions that ended with an exit.
Bot Exit	The number of bot sessions that ended in a exit that was requested by the bot.
Exit	The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit.
Max Exit	The amount of time of the longest bot session that ended in an exit.
Recognition Failure Exit	The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.
System Error Exit	The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.
Total Exit	The total number of bot sessions that ended with the bot exiting to the call flow.
User Exit	The total number of bot sessions where the user requested to speak to an agent.

Showing 1 to 8 of 8 entries

Recognition Failure Reasons

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Column	Description
Max Wrong Match	The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question.
No Input Collection	The number of times where the bot session ended during the collection phase because no input was collected from the user.
No Input Confirmation	The number of times where the bot session ended during the confirmation phase because no input was collected from the user.
No Match Collection	The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.
No Match Confirmation	The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.

Showing 1 to 5 of 5 entries

Bot Performance Summary view

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Bots

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Column	Description
Avg Bot	The average amount of time spent in bot sessions.
Avg Bot Turns	The average amount of turns in a bot session -- the number of times the bot processed user activity.
Entries	The number of customers entering bot sessions.
Max Bot	The amount of time of the longest bot.
Max Bot Turns	The highest number of turns -- the times when the bot processed activity by the user in a bot session.
Name	The bot name.
Total Bot	The total number of bot sessions.
Total Bot Turns	The total number of bot turns -- the number of times the bot processed user activity.

Showing 1 to 8 of 8 entries

Disconnects

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Column	Description
Avg Disconnect	The average amount of time spent in bot sessions that ended with a disconnect.
Bot Disconnect	The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow.
Customer Disconnect	The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button.
Disconnect	The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect.
Max Disconnect	The amount of time of the longest bot session that ended in a disconnect.
Recognition Failure Disconnect	The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.
Session Expired Disconnect	The number of bot sessions where the host made an unplanned disconnect due to the session expiring.
System Error Disconnect	The number of bot sessions where the bot made an unplanned disconnect due to an error.
Total Disconnect	The amount of time an entry spent in a flow until it disconnected.

Showing 1 to 9 of 9 entries

Exits

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Column	Description
Avg Exit	The average amount of time spent in bot sessions that ended with an exit.
Bot Exit	The number of bot sessions that ended in a exit that was requested by the bot.
Exit	The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit.
Max Exit	The amount of time of the longest bot session that ended in an exit.
Recognition Failure Exit	The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.
System Error Exit	The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.
Total Exit	The total number of bot sessions that ended with the bot exiting to the call flow.
User Exit	The total number of bot sessions where the user requested to speak to an agent.

Showing 1 to 8 of 8 entries

Recognition Failure Reasons

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Column	Description
Max Wrong Match	The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question.
No Input Collection	The number of times where the bot session ended during the collection phase because no input was collected from the user.
No Input Confirmation	The number of times where the bot session ended during the confirmation phase because no input was collected from the user.
No Match Collection	The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.
No Match Confirmation	The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.

Showing 1 to 5 of 5 entries

Campaign Interactions Detail view

Click to view available columns

Note: For the Detailed Attempt History view, the export contains the following columns for the selected interactions or all the interactions:

Name of the campaign
Date of attempt
Conversation ID
Start time of the attempt
Dialing
Time to Agent
Time to flow
Time to abandon
Disconnect time
Conversation Duration
DNIS
Caller-ID
Caller-ID Name
Wrap-up code
Wrap-up duration
Contact ID
Contact List

Interactions

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Column	Description
Column	Description
Abandoned	Whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Whether an interaction had Agent Assist or not.
ANI	The number of the person who dialed.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Barged-in	Indicates whether a supervisor barged into the conversation.
Blind Transferred	Whether the interaction had a blind transfer.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Co-browse	Whether the interaction had a co-browse session.
Coached	Indicates whether a supervisor coached on the conversation.

Showing 1 to 10 of 64 entries

Routing

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Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent’s routing score.
Preferred Agents Requested	Whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.
Preferred Rule	Indicates the rule in for the preferred agent.

Showing 1 to 10 of 16 entries

Metrics

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Column	Description
Column	Description
Active Park	Displays the duration of the interaction that is currently parked.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Alert Segments	The number of alerts.
Blind Transfers	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.
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consult Transfers	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.
Consults	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.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent’s phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.

Showing 1 to 10 of 34 entries

Surveys

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Column	Description
Column	Description
Has Survey Data	Whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey’s overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys’ percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending – Genesys Cloud has collected all the data that it must send the survey invitation and intends to send it. Sent – Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress – The contact opened the survey link to start the survey. Finished – The contact completed the survey. Error – An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out – The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired – The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted – The survey form was deleted.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.
Surveys	The number of surveys sent related to the interaction.

Showing 1 to 7 of 7 entries

Evaluations

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Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Showing 1 to 7 of 7 entries

Outbound

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Column	Description
Column	Description
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Caller Name	The name of the customer being called by the campaign.
Campaign Name	The name of the campaign associated with the interaction.
Campaign Start	The start date of the first outbound call of a campaign.
Contact ID	The contact ID associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Outbound Attempt	The number of attempts made to call the customer.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Time to Flow	The amount of time it took for the campaign call to enter a flow.

Showing 1 to 10 of 10 entries

Flows

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Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Showing 1 to 10 of 13 entries

Journey

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Column	Description
Column	Description
Has Customer Journey Data	Whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Whether Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.

Showing 1 to 2 of 2 entries

External Contact

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Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Showing 1 to 2 of 2 entries

Campaign Performance Detail view

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Campaign

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Column	Column Description
Campaign connect rate	The total number of outbound campaign-connected conversations divided by the total number of campaign attempts for the selected interval.
Compliance abandon rate	The percentage of interactions that did not reach the agent within the configured compliance abandon threshold compared with the configurable interactions subject to the compliance abandon rate. See Outbound settings. For more information, see Outbound abandoned calls.
Contact abandon	The number of times a contact connected to the platform, but was not connected to an agent within the Compliance Abandon Threshold. For more information about abandoned calls, see Outbound abandoned calls.
Contact abandon rate	The percentage of Compliance Abandons divided by total contacts.
Contacts	The number of times a contact is connected to an agent.
Dial abandon rate	The percentage of abandons divided by the total dials.
Dials	The number of interactions initiated by the campaign.
Division	The number of interactions for a specific division.
True Abandon	The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more information, see Outbound settings.
True Abandon Rate	The percentage of interactions attempted to route to an available agent, but the contact ended the call before reaching an agent.

Showing 1 to 10 of 10 entries

Performance

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Column	Description
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Alert	The number of times agents receive an alert for interactions.
Alert – No Answer	The number of times the agent did not answer an offered interaction while On Queue or Interacting. While Not Responding, the agent does not receive new interactions, but the agent could still be handling and completing other previous 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.
Answered (in Answered % column)	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 campaign before an agent answers it. This metric excludes the interactions that the agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered
Avg Abandon	The average amount of time before a customer disconnects in an ACD campaign 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 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 the average handle column using cumulative counts rather than averages.

Showing 1 to 10 of 50 entries

Campaign Performance Summary view

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Performance

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Column	Description
Column	Column Description
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Alert	The number of times agents receive an alert for interactions.
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.
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 a campaign before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Time to Answer / Number Answered
Avg Abandon	The average amount of time before a customer disconnects in an ACD campaign 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 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 the average handle column using cumulative counts rather than averages.

Showing 1 to 10 of 50 entries

Campaign

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Column	Column Description
Campaign Connect Rate	The total number of outbound campaign-connected conversations divided by the total number of campaign attempts for the selected interval.
Campaign Name	The campaign’s given name.
Compliance Abandon Rate	The percentage of interactions that did not reach the agent within the configured compliance abandon threshold, compared with the configurable interactions subject to the compliance abandon rate. For more information, see Outbound settings, and Outbound abandoned calls.
Contact Abandon	The number of times a contact connected to the platform, but was not connected to an agent within the Compliance Abandon Threshold. For more information about abandoned calls, see Outbound abandoned calls.
Contact Abandon Rate	The percentage of Compliance Abandons divided by total contacts.
Contacts	The number of times a contact is connected to an agent.
Dial Abandon Rate	The percentage of abandons divided by the total dials.
Dials	The number of interactions initiated by the campaign.
Division	The number of campaigns for a specific division.
True Abandon	The number of abandoned interactions that did not reach the agent within the configured compliance abandon threshold. For more information, see Outbound abandoned calls.

Showing 1 to 10 of 11 entries

Content Search view

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Acoustic Metrics

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Column	Description
ACD %	The percentage of time during the interaction when the customer is waiting in a queue.
Agent Talk %	The percentage of time during the interaction when only the agent is talking.
Customer Talk %	The percentage of time during the interaction when only the customer is talking.
Hold/Music %	The percentage of hold time and music time across interactions.
IVR %	The percentage of IVR interactions.
Overtalk %	The percentage of time during the interaction when both the customer and agent speak at the same time for 2 or more seconds. The number in brackets indicates the number of times overtalk occurred during the interaction.
Overtalk Instances	The total number of instances when both participants are speaking at the same time for more than 2 seconds.
Silence %	The percentage of silence time during the interaction.
Total ACD	The total number of ACD interactions.
Total Agent Talk	The total agent talk time.

Showing 1 to 10 of 15 entries

Interactions

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Column	Description
ANI	The number of the person who dialed. The main row displays the ANI information from the oldest transcript.
Conversation Duration	The length of the interaction. Calculated by: (Conversation End – Conversation Start) The main row displays the total conversation time obtained by adding the duration of all transcripts.
Conversation ID	The specific conversation ID for the interaction.
Date	The date at which the interaction started. The main row displays the start time of the oldest transcript. The sub rows display the individual transcript start times.
Division	The divisions associated with the interaction. See About access control.
DNIS	The original number dialed for the interaction. The main row displays the DNIS information from the oldest transcript.
External Tag	Displays the external tag that is attached to the conversation record. Note: This data is not available for web chat interactions.
Flow	The name of the flow used to route the interaction.
From	Displays information for interactions sent from the selected phone number or email addresses. The main row displays the From information from the oldest transcript. The sub rows show the From information details for each transcript.
Initial Direction	Whether the interaction started as inbound or outbound.

Showing 1 to 10 of 18 entries

Transcript

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Column	Description
Empathy Score	This score of an agent’s level of empathy and emotional intelligence during customer interactions, from -100 to 100. For more information, see Understanding agent empathy analysis. The main row displays the list of unique scores sorted by oldest to newest. The sub rows do not display the empathy score. Empathy score = 100 * [(Number of empathetic phrases – Number of unhelpful phrases) / (Total number of empathetic and unhelpful phrases)] For example, if an interaction has two empathetic phrases from an agent and three unhelpful phrases the score is calculated as follows: 100 * [(2-3)/(2+3)] -> 100 * [-1/5] -> 100 * (-0.2) -> -20
Sentiment Score	The score of the positive and negative markers in an interaction voice transcript, from -100 to 100. See About sentiment analysis. The main row displays only one score. The sub rows do not display the sentiment score.
Sentiment Trend	The comparison of the sentiment in the first half of the interaction with the sentiment in the second half of the interaction. For more information, see What is the customer sentiment trend?
Topics	Up to 25 defined topics are included in the transcript. Displays the topics detected on both the internal and external channels. The main row displays an expandable list of all unique topics. The sub rows display the detailed listings of the topics.
Topics (External)	Displays the topics detected on the external channel.
Topics (Internal)	Displays the topics detected on the internal channel.
Transcript Date	The specific transcript date for the interaction.
Transcript Duration	The specific transcript duration for the interaction in H:M:S.
Transcript ID	The specific transcript ID for the interaction.

Showing 1 to 9 of 9 entries

Data Actions Performance Detail view

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Column	Description
95% Duration	The 95th percentile duration for this action, in seconds. This means that 95% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
99% Duration	The 99th percentile duration for this action, in seconds. This means that 99% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
Authentication Error %	Error % due to an authentication error. A 100% error percentage likely indicates that the credentials in use are invalid or have expired.
Authentication Errors	Errors due to an authentication error. A large number of errors likely indicate that the credentials in use are invalid or have expired.
Avg Duration	The average time, in seconds, that the action took to execute.
Concurrency Rate Limit Error %	Error % due to too many data action executions attempted concurrently. A substantial percentage along with a high value for the 99% Duration or 95% Duration indicates that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting.
Concurrency Rate Limit Errors	Errors due to too many data action executions attempted concurrently. These errors along with a high value for the 99% duration or 95% duration indicate that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting
Error %	Percentage of execution attempts that resulted in any error response.
Errors	The total number of executions that resulted in a non-200 level HTTP result. Some expected errors including a 404 response when a lookup does not yield results.
Executions	The number of attempts to execute this action. This metric includes successful and unsuccessful executions.

Showing 1 to 10 of 26 entries

Data Actions Performance Summary view

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Column	Description
95% Duration	The 95th percentile duration for this action/category, in seconds. This means that 95% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
99% Duration	The 99th percentile duration for this action/category, in seconds. This means that 99% of actions were completed in this amount of time. This is useful for finding actions with occasionally long execution times.
Action Category	The category configured for the action. This metric is typically the name of the integration that contains the action.
Action Name	The name given to the data action.
Authentication Error %	Error % due to an authentication error. A 100% error percentage likely indicates that the credentials in use are invalid or have expired.
Authentication Errors	Errors due to an authentication error. A large number of errors likely indicate that the credentials in use are invalid or have expired.
Avg Duration	The average time, in seconds, taken to execute the action/category.
Concurrency Rate Limit Error %	Error % due to too many data action executions attempted concurrently. A substantial percentage along with a high value for the 99% Duration or 95% Duration indicates that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting.
Concurrency Rate Limit Errors	Errors due to too many data action executions attempted concurrently. These errors along with a high value for the 99% duration or 95% duration indicate that the remote endpoint should be investigated for slow responses. Contact support for further troubleshooting
Error %	Percentage of execution attempts that resulted in any error response.

Showing 1 to 10 of 27 entries

DNIS Performance Detail view

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Column	Description
Column	Description
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg 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.

Showing 1 to 10 of 53 entries

DNIS Performance Summary view

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Column	Description
Column	Description
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg 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

Showing 1 to 10 of 56 entries

Email Agent Performance Detail view

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Performance

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Metric	Definition
Metric	Definition
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	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Alert	The number of times agents receive an alert for interactions.
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.
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.
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 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 Interact	The average number of seconds spent interacting on an email.

Showing 1 to 10 of 53 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Email Agent Performance Summary view

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Performance

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Column	Description
Column	Description
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	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Agent	The full name for the user.
Alert	The number of times agents receive an alert for interactions.
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.
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.
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 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.

Showing 1 to 10 of 55 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Email Queue Performance Detail view

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Performance

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Column	Description
Column	Description
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 %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg 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 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. 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 the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on an email.
Avg Park	The average amount of time an email was parked by an agent.
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

Showing 1 to 10 of 43 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Surveys

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Column	Column Description
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
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.
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Complete	The number of surveys customers have opened and submitted.
Full response	The number of full survey responses with all required questions that were answered by the customers.
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.
NPS	The Net Promoter Score^SM (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.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
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

Showing 1 to 10 of 16 entries

Email Queue Performance Summary view

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Performance

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Column	Description
Column	Column Description
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 %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg 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 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. 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 the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on an email.
Avg Park	The average amount of time an email was parked by an agent.
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

Showing 1 to 10 of 45 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Surveys

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Column	Column Description
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
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.
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Complete	The number of surveys customers have opened and submitted.
Full response	The number of full survey responses with all required questions that were answered by the customers.
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.
NPS	The Net Promoter Score^SM (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.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
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

Showing 1 to 10 of 16 entries

Flow Milestone Detail view

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Column	Description
% Total hits	The hits from the row as a percentage of the total number of hits.
Hits	The total number of hits of a milestone.
Max Hits	The maximum number of hits of a milestone in a single execution.
Milestone	The name of the milestone.
Min Hits	The minimum number of hits of a milestone in a single execution.
Repeated	The number of times a milestone was hit more than once in a single execution.

Showing 1 to 6 of 6 entries

Flow Milestone Interval Detail view

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Column	Description
% Total hits	The hits from the row as a percentage of the total number of hits.
Hits	The total number of hits of a milestone.
Interval	The start date or time of the interval for the row.
Max Hits	The maximum number of hits of a milestone in a single execution.
Min Hits	The minimum number of hits of a milestone in a single execution.
Repeated	The number of times a milestone was hit more than once in a single execution.

Showing 1 to 6 of 6 entries

Flow Outcomes Detail view

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Notes:

The result of an outcome resets anytime an interaction encounters the same outcome again, even if the outcome was originally successful. The system only tracks and displays the last result of an outcome.

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

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Column	Description
Attempts	The number of times that an outcome occurred.
Avg Duration	The average amount of time that a call spent in a flow and flow outcome.
Avg Milestone	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.
Max Duration	The longest amount of time that a call spent in a flow and flow outcome.
Milestones	The total number of Milestones.
Min Duration	The shortest amount of time that a call spent in a flow and flow outcome.
Outcome	The name of the flow outcome. For more information about flow outcomes, see Add a flow outcome.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.
Total Duration	The total amount of time that calls spent in a flow and flow outcome.

Showing 1 to 10 of 10 entries

Flow Outcomes Interval Detail view

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Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

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Column	Description
Attempts	The number of times that an outcome occurred.
Avg Duration	The average amount of time that a call spent in a flow and flow outcome.
Avg Milestones	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.
Interval	The time interval for the row. The interval for each row depends on the date filter settings. For example, if you set the date filter to a day, then 30-minute intervals display for each row.
Max Duration	The longest amount of time that a call spent in a flow and flow outcome.
Milestones	The total number of Milestones.
Min Duration	The shortest amount of time that a call spent in a flow and flow outcome.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.
Total Duration	The total amount of time that calls spent in a flow and flow outcome.

Showing 1 to 10 of 10 entries

Flow Outcomes Summary view

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Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

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Column	Description
Attempts	The number of times that an outcome occurred.
Avg Duration	The average amount of time that a call spent in a flow and flow outcome.
Avg Milestones	The average number of milestones per flow and flow outcome.
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcome attempts.
Max Duration	The longest amount of time that a call spent in a flow and flow outcome.
Milestones	The total number of Milestones.
Min Duration	The shortest amount of time that a call spent in a flow and flow outcome.
Outcome	The name of the flow outcome. For more information about flow outcomes, see Add a flow outcome.
Success %	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcome attempts.
Total Duration	The total amount of time that calls spent in a flow and flow outcome.

Showing 1 to 10 of 10 entries

Flow Topics Detail view

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If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

To add a column for a specific topic or for a topic based on a specific dialect, click and type the topic name or dialect name in the field provided at the bottom of the column list. If you enter a dialect name, the topic list only contains topics associated with the specific dialect. From the list that appears, select the topic that you want to add to the view and click Add Columns.

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Column	Description
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.

Showing 1 to 10 of 25 entries

Flow Topics Summary view

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If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

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Column	Description
<Topic name>	The selected topics and the number of interactions analyzed for each.
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Flow	The average amount of time that an entry spent in the flow.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.

Showing 1 to 10 of 26 entries

Flows Performance Detail view

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Flow

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Column	Description
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.
Entries	The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.
Interval	The time period.
Max Flow	The longest amount of time that an entry spent in the flow.
Milestones	The total number of Milestones.
Total Flow	The total time entries spent in the flow.

Showing 1 to 7 of 7 entries

Disconnects

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Column	Description
Avg Disconnect	The average amount of time until an entry disconnected in a flow.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Disconnect	The number of entries that disconnected in the flow, including the percentage of entries that disconnected compared with the total number of entries.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Max Disconnect	The longest amount of time that an entry spent in the flow before disconnecting.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.
Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.

Showing 1 to 8 of 8 entries

Exits

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Column	Description
ACD Exit	The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits.
ACD Voicemail Exit	The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits.
Avg Exit	The average amount of time that an entry spent in a flow before exiting.
Exit	The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Group Exit	The number of times an entry exited a flow to a group. Includes the percentage of group exits compared with the total number of exits.
Group Voicemail Exit	The number of times an entry exited a flow to a group voicemail. Includes the percentage of group voicemail exits compared with the total number of exits.
Max Exit	The longest amount of time that an entry spent in the flow before exiting.
Number Exit	The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits.
Secure Flow Exit	The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits.

Showing 1 to 10 of 13 entries

Outcomes

Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

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Column	Description
Avg Outcomes	The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome	The number of flow outcomes.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

Showing 1 to 4 of 4 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Flows Performance Summary view

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Flow

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Column	Description
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.
Entries	The total number of times that calls enter the flow or flow version. A call can enter a flow multiple times.
Flow	The name of the flow. If you have the flow row expanded, this column also shows the flow version.
Max Flow	The longest amount of time that an entry spent in the flow.
Milestones	The total number of Milestones.
Total Flow	The total time entries spent in the flow.
Type	The type of flow: inbound call, outbound call, or secure call.

Showing 1 to 8 of 8 entries

Disconnects

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Column	Description
Avg Disconnect	The average amount of time until an entry disconnected in a flow.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Disconnect	The number of entries that disconnected in the flow, including the percentage of entries that disconnected compared with the total number of entries.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Max Disconnect	The longest amount of time that an entry spent in the flow before disconnecting.
System Error Disconnect	The number of times entries disconnected in a flow due to a system error. This column includes the percentage of system error disconnects compared with the total number of disconnects.
Total Disconnect	The total amount of time an entry spent in a flow until it disconnected.

Showing 1 to 8 of 8 entries

Exits

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Column	Description
ACD Exit	The number of times an entry exited a flow to an ACD queue. Includes the percentage of ACD exits compared with the total number of exits.
ACD Voicemail Exit	The number of times an entry exited a flow to an ACD voicemail. Includes the percentage of ACD voicemail exits compared with the total number of exits.
Avg Exit	The average amount of time that an entry spent in a flow before exiting.
Exit	The number of entries that exited the flow to another destination, such as an ACD queue, ACD voicemail, or user. Includes the percentage of exits compared with the total number of entries.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Group Exit	The number of times an entry exited a flow to a group. Includes the percentage of group exits compared with the total number of exits.
Group Voicemail Exit	The number of times an entry exited a flow to a group voicemail. Includes the percentage of group voicemail exits compared with the total number of exits.
Max Exit	The longest amount of time that an entry spent in the flow before exiting.
Number Exit	The number of times an entry exited a flow to a number. Includes the percentage of number exits compared with the total number of exits.
Secure Flow Exit	The number of times an entry exited a flow to a secure flow. Includes the percentage of secure flow exits compared with the total number of exits.

Showing 1 to 10 of 13 entries

Outcomes

Notes:

If the interaction ends without encountering a successful result, then the system considers the outcome started but incomplete. Outcomes that are incomplete automatically have a failure result.

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Column	Description
Avg Outcomes	The average number of flow outcomes per entries into the flow. Calculated by: number of flow outcomes / number of entries
Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.
Outcome	The number of flow outcomes.
Success	The number of flow outcomes that were success. Includes the percentage of success outcomes compared with the total number of outcomes.

Showing 1 to 4 of 4 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Interactions view

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Evaluations

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Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Displays whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Showing 1 to 7 of 7 entries

External Contact

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Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Showing 1 to 2 of 2 entries

Flows

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Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Showing 1 to 10 of 13 entries

Interactions

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Column	Description
Column	Description
Abandoned	Displays whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Displays whether an interaction had Agent Assist or not.
ANI	The number of the person who dialed.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Barged-in	Indicates whether a supervisor barged into the conversation.
Blind Transferred	Displays whether the interaction had a blind transfer.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Co-browse	Displays whether the interaction had a co-browse session.
Coached	Indicates whether a supervisor coached on the conversation.

Showing 1 to 10 of 64 entries

Journey

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Column	Description
Column	Description
Has Customer Journey Data	Displays whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Displays whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Showing 1 to 2 of 2 entries

Metrics

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Column	Description
Column	Description
Active Park	Displays the duration of the interaction that is currently parked.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Alert Segments	The number of alerts.
Blind Transfers	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.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consult Transfers	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.
Consults	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.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.

Showing 1 to 10 of 34 entries

Outbound

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Column	Description
Column	Description
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Caller Name	The name of the customer being called by the campaign.
Campaign Name	The name of the campaign associated with the interaction.
Campaign Start	The start date of the first outbound call of a campaign.
Contact ID	The contact ID associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Outbound Attempt	The number of attempts made to call the customer.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Time to Flow	The amount of time it took for the campaign call to enter a flow.

Showing 1 to 10 of 10 entries

Routing

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Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Displays whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.

Showing 1 to 10 of 17 entries

Surveys

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Column	Description
Column	Description
Has Survey Data	Displays whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it. Sent - Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress - The contact opened the survey link to start the survey. Finished - The contact completed the survey. Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted - The survey form was deleted.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.
Surveys	The number of surveys sent related to the interaction.

Showing 1 to 7 of 7 entries

Journey Action Maps Summary view

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Column	Description
Accepted	Number of times that visitors accepted the action map's web action.
Accepted %	Percent of web actions that visitors accepted (Accepted/Offered).
Active	Indicates whether the action map is active and ready to trigger on your website.
Blocked	Number of blocked actions. Click the blocked count to view blocker constraint details for an individual action map.
Engaged	Number of times that agents engaged with a web chat or web messaging. Note: This data is currently not available for web messenger.
Engaged %	Percent of web chat or web messaging engagements that visitors accepted (Engaged/Accepted).
Name	Action map name.
Offered	Number of times that the action map offered a web action to visitors.
Offered %	Percent of qualified action maps that offered a web action (Offered/Qualified).
Outcome value	The outcome value achieved by each action map.

Showing 1 to 10 of 17 entries

Journey Outcomes Summary view

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Column	Description
Achieved	Number of times that the outcome was achieved.
Achieved w/ Engagement	Number of outcomes achieved that were associated to a web action (such as, web chat or content offer). Note: This data is currently not available for web messenger.
Action Maps	Number of action maps that have assisted in an outcome achievement. Note: This data is currently not available for web messenger.
Active	Indicates whether the outcome is ready to use on your website.
Name	Outcome name.
Outcome per Engagement %	Percentage of actions that achieved the outcome (Achieved with Action / number of actions).
Outcome Value	The outcome value achieved by each action map. Also add a row beneath this now for Outcome value with Engagement.
Segments	Number of segments that achieved the outcome.
Updated	Date the outcome was last modified.
Value with Engagement	The outcome value achieved by each action map after the action map is engaged. Note: This data is currently not available for web messenger.

Showing 1 to 10 of 10 entries

Journey Segments Summary view

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Column	Description
Action Maps	Number of action maps configured to use the segment.
Active	Indicates whether the segment is ready to match visitors on your website.
Description	Segment description.
Name	Segment name.
Outcome value	The outcome value achieved by each action map.
Outcomes Achieved	Number of outcomes achieved for the segment.
Segment Matches	Number of visitors matched to the segment.
Type	Segment type (such as session or customer).
Updated	Date the outcome was last modified.

Showing 1 to 9 of 9 entries

Message Agent Performance Detail view

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Performance

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Metric	Definition
Metric	Definition
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	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Alert	The number of times agents receive an alert for interactions.
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.
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.
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 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 Interact	The average number of seconds spent interacting on a message.

Showing 1 to 10 of 53 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Message Agent Performance Summary view

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Performance

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Columns	Description
Columns	Description
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	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Agent	The full name for the user.
Alert	The number of times agents receive an alert for interactions.
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.
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.
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 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.

Showing 1 to 10 of 55 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Message Queue Performance Detail view

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Performance

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Column	Description
Column	Description
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 %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg 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 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. 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 the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on a message.
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.

Showing 1 to 10 of 41 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Surveys

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Column	Column Description
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
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.
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Complete	The number of surveys customers have opened and submitted.
Full response	The number of full survey responses with all required questions that were answered by the customers.
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.
NPS	The Net Promoter Score^SM (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.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
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

Showing 1 to 10 of 16 entries

Message Queue Performance Summary view

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Performance

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Column	Description
Column	Column Description
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 %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW
Avg 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 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. 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 the average handle column using cumulative counts rather than averages.
Avg Interact	The average number of seconds spent interacting on a message.
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.

Showing 1 to 10 of 43 entries

Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description
Avg Sentiment	Average sentiment score (-100 to 100) in the specified 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.

Showing 1 to 4 of 4 entries

Surveys

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Column	Column Description
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
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.
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Complete	The number of surveys customers have opened and submitted.
Full response	The number of full survey responses with all required questions that were answered by the customers.
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.
NPS	The Net Promoter Score^SM (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.
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.
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

Showing 1 to 10 of 16 entries

My Development view

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Column	Description
Column	Description
Assigned By	The name of the user who assigned the coaching appointment or learning module.
Assigned Date	The start date and time for the coaching appointment or learning module.
Assigned To	The name of the agent that the coaching appointment or learning module is assigned to.
Completion Date	The date the coaching appointment or learning module was completed.
Development Type	Displays Coaching for coaching appointments, Learning for learning modules, Assessment for standalone assessments, or Learning with Assessment for learning modules with assessments.
Due Date	The target date of completion for the coaching appointment or learning module.
Facilitator	The user responsible for leading the coaching appointment, or assigning the informational learning module to an agent.
Name	The name of the coaching session or the name of the learning module.
Overdue	Displays Yes for coaching appointments and learning modules that have an elapsed completion date. Displays No for coaching appointments and learning modules that do not have an elapsed completion date.
Result	Displays the assessment result for the agent. Possible statuses are Pass or Fail.

Showing 1 to 10 of 12 entries

My Evaluations view

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Column	Description
Critical Score	The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.
Evaluation Date / Time	The date and time of the evaluation.
Evaluation Form Name	The name of the evaluation form used to score the agent.
Evaluator	The name of the person who completed the evaluation.
Interaction Date / Time	The date and time of the interaction.
Media Type	The media type of the interaction.
Release Date/Time	The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation.
Reviewed By Agent	Whether the agent has reviewed the evaluation.
Score	The overall evaluation score based upon an evaluator's responses on an evaluation form.

Showing 1 to 9 of 9 entries

My Interactions view

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Note: Some metrics in the view may not equal the duration. For example, if two agents are on a call at the same time for two minutes, Total Talk equals four minutes, even though the Conversation Duration may be less than four minutes. If an outbound interaction spent time in a contacting state before connecting to an agent, Talk Time may be less than Conversation Duration.

Interactions

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Column	Description
Column	Description
Abandoned	Whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Whether an interaction had Agent Assist or not.
ANI	The number of the person who dialed. Note: PII is masked in this view.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Barged-in	Indicates whether a supervisor barged into the conversation.
Blind Transferred	Whether the interaction had a blind transfer.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Co-browse	Whether the interaction had a co-browse session.
Coached	Indicates whether a supervisor coached on the conversation.

Showing 1 to 10 of 58 entries

Routing

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Column	Description
Column	Description
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.

Showing 1 to 3 of 3 entries

Metrics

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Column	Description
Column	Description
Active Park	Displays the duration of the interaction that is currently parked.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Alert Segments	The number of alerts.
Blind Transfers	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.
Callback – Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback – Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consult Transfers	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.
Consults	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.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent’s phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.

Showing 1 to 10 of 35 entries

Surveys

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Column	Description
Column	Description
Has Survey Data	Whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey’s overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys’ percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending Genesys – Cloud has collected all the data that it must send the survey invitation and intends to send it. Sent – Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress – The contact opened the survey link to start the survey. Finished – The contact completed the survey. Error – An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out – The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired – The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted – The survey form was deleted.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.
Surveys	The number of surveys sent related to the interaction.

Showing 1 to 7 of 7 entries

Evaluations

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Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Showing 1 to 7 of 7 entries

Outbound

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Column	Description
Column	Description
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Caller Name	The name of the customer being called by the campaign.
Campaign Name	The name of the campaign associated with the interaction.
Campaign Start	The start date of the first outbound call of a campaign.
Contact ID	The contact ID associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Outbound Attempt	The number of attempts made to call the customer.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Time to Flow	The amount of time it took for the campaign call to enter a flow.

Showing 1 to 10 of 10 entries

Flows

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Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Showing 1 to 10 of 13 entries

Journey

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Column	Description
Column	Description
Has Customer Journey Data	Whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Whether Predictive Engagement offered a chat during a customer’s website visit based on the Predictive Engagement action map settings.

Showing 1 to 2 of 2 entries

External Contact

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Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

Showing 1 to 2 of 2 entries

My Performance view

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Column	Description	Columns live update
Active Callback	The instances of an agent on a callback while a call is active.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Alert	The number of times agents receive an alert for interactions.	Yes
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.	Yes
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.	Yes
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes
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)	Yes
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)	Yes
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.	Yes

Showing 1 to 10 of 40 entries

My Queues Activity view

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Interactions

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Column	Description	Columns live update
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Longest Interacting	The amount of time that the longest interacting interaction has been interacting for each media type.	Yes
Longest Waiting	The amount of time that the longest waiting interaction has been waiting in queue for each media type.	Yes
Name	The name of the queue.	Yes
Waiting	The number of interactions that waited in the queue.	Yes

Showing 1 to 5 of 5 entries

Performance

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Column	Description	Columns live update
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.	Yes
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	Yes
Abandon - No Short	Number of abandons excluding the short abandons.	Yes
Abandon - No Short %	Percent of abandons excluding the short abandons.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
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.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
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.	Yes
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.	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes

Showing 1 to 10 of 55 entries

Agents

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Column	Description	Columns live update
Alerting	The total number of alerting conversations.	Yes
Communicating	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.	Yes
Idle	The number of agents who are on queue and available to take interactions but who are not working with interactions.	Yes
Interacting	The number of agents working with interactions. This number includes agents completing after call work.	Yes
Not Responding	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.	Yes
Off Queue	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.	Yes
On Queue	The On Queue metric represents the number of agents that are on queue for a specific queue.	Yes
Presence Breakdown	The number of agents in different presences. For more information, see Presence, status, and activity indicators overview	Yes

Showing 1 to 8 of 8 entries

My Status view

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Column	Description	Columns live update
Available	The time spent in the Available status for the specified period.	Yes
Away	The time spent in the Away status for the specified period.	Yes
Break	The time spent in the Break status for the specified period.	Yes
Busy	The time spent in the Busy status for the specified period.	Yes
Communicating	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.	Yes
Idle	The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.	Yes
Idle %	The percentage of the Total ACD time that is spent in Idle.	Yes
Interacting	The time that the agent was handling interactions.	Yes
Interacting %	The percentage of time spent in the Interacting statuses out of all ACD time, where ACD time is the sum of time spent in the Interacting, Idle, and Not Responding statuses.	Yes
Interval	Shows the time interval of the data.	Yes

Showing 1 to 10 of 25 entries

Predictive Routing Queue Impact view

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Column	Description
Difference	The change in the KPI value. The value is determined by subtracting the average KPI value for predictive interactions from the non-predictive interactions.
Difference %	Shows the changes in the KPI value under the Difference column. The value is shown as a % of the KPI value displayed under the Non-Predictive column. The direction of the arrow next to the view details indicates an increase or a decrease of the KPI value. The color of the arrow indicates the nature of the impact.
KPI	The KPI that is set for the queue, and a collection of KPIs in addition to the set KPI. See Supported KPIs.
Media Type	The type of media used.
Non Predictive	Indicates the average KPI value of all the interactions handled by the queue during the reporting period, and categorized based on the following criteria: AHT and Transfer % KPIs – all interactions with a Routing Used filter attribute value that is NOT equal to the Predictive value. Average Wait, and Over SLA – all interactions with a Routing Requested attribute value that is NOT equal to the Predictive value.
Predictive	Indicates the average KPI value of all the interactions handled by the queue during the reporting period, and filtered based on the following interaction details: AHT and Transfer % KPIs – all interactions with a Routing Used filter attribute value equal to the Predictive value. Average Wait, and Over SLA – all interactions with a Routing Requested attribute value equal to the Predictive value.

Showing 1 to 6 of 6 entries

Queue Routing Performance Summary view

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Column	Description
% Total Answered	The percentage of the total number of calls answered in a queue level across different categories such as routing used and routing rules. Routing Used – The routing used is defined as the actual routing method used for answering an interaction. Shows the number of calls answered across different routing types used and expressed as a percentage of the total number of calls answered in that queue. Routing Rule – The routing used is defined as the last routing rule reached before an interaction was answered. Shows the number of calls answered across different routing rules and rings and is expressed as a percentage of the total number of conversations answered for a specified routing used.
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.
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 the average handle column using cumulative counts rather than averages.
Name	Name of the queue.
Transfer %	The number of transfers compared with the total number of interactions answered. Calculated by: (No. of transfers / interactions answered) * 100
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.

Showing 1 to 6 of 6 entries

Queue Topics Detail view

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If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

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Column	Description
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.

Showing 1 to 10 of 24 entries

Queue Topics Summary view

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If you use the date filter to show the current date, then these columns show current data. If you use the date filter to show a past date, then these columns display historical data.

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Column	Description
<Topic name>	The speech and text analytics topic used to analyze the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Answer %	A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
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/Music	The average of hold time and music time across interactions.

Showing 1 to 10 of 30 entries

Queue Workitems Performance Detail view

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Performance

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Column	Description
ACD Cancelled	The number of workitems canceled during ACD.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The amount of time an agent took to answer a workitem on a queue or through agent assignment.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
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.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.

Showing 1 to 10 of 34 entries

Routing

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

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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.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Requested %	The percentage of workitems that attempt to route to the agents via the direct routing method, divided by all workitem routing attempts.
Direct Used	The routing method used to assign a workitem to an agent.
Direct Used %	The percentage of workitems that routed to the agents via the direct routing method, divided by all workitems routed to the agents.
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.

Showing 1 to 10 of 18 entries

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Queue Workitems Performance Summary view

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Performance

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Column	Description
ACD Cancelled	The number of workitems canceled during ACD.
Agent Transfer	The number of workitems transferred by an agent to another agent.
Alert	The number of times agents receive an alert for interactions.
Answered	The amount of time an agent took to answer a workitem on a queue or through agent assignment.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average hold time for a workitem. Calculated by: (tWorkitemsHeldComplete.sum / tWorkitemsHeldComplete.count)
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.
Declined	The number of workitems declined.
Disconnected	The number of workitems disconnected.

Showing 1 to 10 of 34 entries

Routing

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

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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.
Direct Requested	The number of interactions assigned directly to a user via the API or the list view. Note: The workitems using direct routing does not alert the agents. But these workitems are found in the list view assigned to the appropriate user.
Direct Requested %	The percentage of workitems that attempt to route to the agents via the direct routing method divided by all workitem routing attempts.
Direct Used	The routing method used to assign a workitem to an agent.
Direct Used %	The percentage of workitems that routed to the agents via the direct routing method divided by all workitems routed to the agents.
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.

Showing 1 to 10 of 18 entries

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Queues Activity Detail view

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Agent list columns

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Column	Description	Columns live update
Agent	The name of the agent in the queue. To open that agent’s Performance Detail view, click the agent’s name. Note: To view more information about an agent, the agent must be in a division granted to you in the Directory > User > View permission. For more information about divisions and access control, see About access control. To order the Agent column by name, use the up and down arrows. When filtering by Status, the Agent column arrows are not available. Use the Time in column to order the agents’ list when filtering by Status.	No
Duration, Duration 2, and Duration 3	The amount of time an agent has been working on an interaction. If an agent is working multiple interactions, then Genesys Cloud displays each interaction’s duration in a separate column labeled Duration 2 or Duration 3. If the interaction is on hold or in after call work (ACW), then the column also displays the amount of time that the interaction has been in either the hold or ACW state. ACW duration appears beside the ACW icon, and Hold time appears beside the Hold icon. The color of the interaction icon and duration time indicates whether the interaction belongs to this specific queue. A black icon means that the interaction belongs to this queue. A gray icon means that the interaction does not belong to this queue, for example, the interaction belongs to another queue. Duration information can be delayed during periods of high system volume. Click the Refresh button at the top of the page if the duration value is missing.	Yes
Interactions	The current number of interactions that an agent has, including interactions in Alerting, Interacting, Hold, and ACW.	Yes
Media Types	Displays the list of permitted media types for that specific interaction that an agent is permitted to handle. Permissions: Conversation > Call > Accept (to accept a voice call assigned to an agent manually) Conversation > Callback > Accept (to accept a callback assigned to an agent manually) Conversation > Webchat > Accept (to accept a chat assigned to an agent manually) Conversation > Email > Accept (to accept an email assigned to an agent manually) Conversation > Message > Accept or Conversation > Webmessaging > Accept (either one of the permissions to accept a message assigned to an agent manually)	No
Presence	Indicates the agent’s presence: green (Available), yellow (Away, Break, Meal, or Training), red (Busy or Meeting), blue (On Queue, Interacting, Not Responding, or Idle), pink (Out of Office), or gray (Offline).	Yes
Skills	The skills an agent has assigned to them.	No
Station	Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name. This column is not included in an exported CSV file or PDF report.	No
Status	The agent’s current status.	Yes
Time in	The number of times the agents are in their current status. When filtering by Status, use the Time in column up and down arrows to order the agents’ list.	Yes

Showing 1 to 9 of 9 entries

Queues Activity Summary view

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Interactions

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Column	Description	Columns live update
Interactions	The number of interactions assigned to the queue that agents are currently interacting with.	Yes
Longest Interacting	The amount of time that the longest interacting interaction has been interacting for each media type.	Yes
Longest Waiting	The amount of time that the longest waiting interaction has been waiting in queue for each media type.	Yes
Name	The name of the queue.	Yes
Waiting	The number of interactions that waited in the queue.	Yes

Showing 1 to 5 of 5 entries

Performance

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Column	Description	Columns live update
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.	Yes
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	Yes
Abandon - No Short	Number of abandons excluding the short abandons.	Yes
Abandon - No Short %	Percent of abandons excluding the short abandons.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
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.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
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.	Yes
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.	Yes
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW	Yes

Showing 1 to 10 of 55 entries

Agents

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Column	Description	Columns live update
Alerting	The total number of alerting conversations.	Yes
Communicating	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.	Yes
Idle	The number of agents who are on queue and available to take interactions but who are not working with interactions.	Yes
Interacting	The number of agents working with interactions. This number includes agents completing after call work.	Yes
Not Responding	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.	Yes
Off Queue	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.	Yes
On Queue	The On Queue metric represents the number of agents that are on queue for a specific queue.	Yes
Presence Breakdown	The number of agents in different presences. For more information, see Presence, status, and activity indicators overview	Yes

Showing 1 to 8 of 8 entries

Queues Agents Detail view

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Performance

These metrics represent data for the dates that you selected for the view.

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Column	Description
Metric	Description
Active Callback	The instances of an agent on a callback while a call is active.
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
Adherence	The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.
Adherence Duration	The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.
Agent	The name of the agent.
Alert	The number of times agents receive an alert for interactions.
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.
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.
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.
Avg ACW	The average amount of time agents spent completing after-call work. Calculated by: Total ACW / Interactions with ACW

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Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Speech and text analytics

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Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Showing 1 to 4 of 4 entries

Queues Interactions Detail view

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Evaluations

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Column	Description
Column	Description
Evaluated Agent	A comma-separated list of names of evaluated agents for any associated evaluations.
Evaluation Assignee	A comma-separated list of names of evaluation assignees for the associated evaluations.
Evaluation Created	Displays whether the interaction has an evaluation associated with it.
Evaluation Critical Score	The status and value of the evaluation critical score. See Evaluation scoring.
Evaluation Score	The score for any associated evaluations.
Evaluation Status	The status for any associated evaluations.
Evaluator	A comma-separated list of names of evaluators for the associated evaluations.

Showing 1 to 7 of 7 entries

External Contact

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Column	Description
Column	Description
External Contact	Displays the first and last name of the contact.
External Organization	Displays the organization name.

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Flows

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Column	Description
Column	Description
All Flow Disconnect	The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.
Customer Disconnect	The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.
Customer Short Disconnect	The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count. The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.
Failed Outcomes	Displays a list of failed flow outcomes for the interaction.
Flow	The name of the flow that the interaction used.
Flow Disconnect	The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects.
Flow Exit	The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits.
Incomplete Outcomes	Displays a list of incomplete flow outcomes for the interaction.
Outcome Attempts	The number of flow outcomes in the interaction.
Outcome Failure	The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Showing 1 to 10 of 13 entries

Interactions

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Column	Description
Column	Description
Abandoned	Displays whether a customer abandoned the interaction or not.
Abandoned in Queue	The name of the queue in which the Abandon occurred.
Agent Assist	Displays whether an interaction had Agent Assist or not.
ANI	The number of the person who dialed.
Authenticated	Yes for an authenticated web messaging interaction, No for a web messaging interaction that is not authenticated, or N/A if not a web messaging interaction.
Barged-in	Indicates whether a supervisor barged into the conversation.
Blind Transferred	Displays whether the interaction had a blind transfer.
Cleared by Customer	Indicates whether the conversation was cleared by the customer.
Co-browse	Displays whether the interaction had a co-browse session.
Coached	Indicates whether a supervisor coached on the conversation.

Showing 1 to 10 of 64 entries

Journey

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Column	Description
Column	Description
Has Customer Journey Data	Displays whether an interaction has Predictive Engagement customer journey data associated with it.
Proactive	Displays whether Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.

Showing 1 to 2 of 2 entries

Metrics

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Column	Description
Column	Description
Active Park	Displays the duration of the interaction that is currently parked.
Active Total Callback	Active total callback duration is the sum of all calling activity for the call portions of the callback. For example, the active total callback duration could include all durations from the call portion of a callback: tContacting --> tDialing --> tTalk --> tHeld --> tTalk --> tAcw.
Alert Segments	The number of alerts.
Blind Transfers	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.
Callback - Time to first connect	The amount of time between the start of the callback ACD and the start of the first interaction segment on the voice channel. Note: This metric tracks the time from ACD to agent connect. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to connect is not calculated.
Callback - Time to first dial	The amount of time between the start of the callback ACD and the start of the first dialing segment on the voice channel. Note: This metric tracks the time from ACD to agent dial. If a callback is directly transferred from one agent to another agent, the callback is not associated with that ACD queue, and the time to dial is not calculated.
Consult Transfers	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.
Consults	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.
Contacting Segments	The number of times during an interaction where the system was connecting to the agent's phone before dialing out.
Dialing Segments	The number of times during an interaction that the system dials out.

Showing 1 to 10 of 34 entries

Outbound

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Column	Description
Column	Description
Call Analysis Result	The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.
Campaign	Whether an interaction has a campaign associated with it.
Campaign Caller Name	The name of the customer being called by the campaign.
Campaign Name	The name of the campaign associated with the interaction.
Campaign Start	The start date of the first outbound call of a campaign.
Contact ID	The contact ID associated with the interaction.
Contact List	The name of the contact list associated with the interaction.
Outbound Attempt	The number of attempts made to call the customer.
Time to Agent	The amount of time it took for the campaign call to reach an agent.
Time to Flow	The amount of time it took for the campaign call to enter a flow.

Showing 1 to 10 of 10 entries

Routing

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Column	Description
Column	Description
Agent Bullseye Ring	Indicates the bullseye ring an agent is assigned to.
Bullseye Ring	Indicates the bullseye ring in which the interaction was answered.
Direct Routing	Indicates whether Direct Routing was requested and/or used.
Languages	Displays the languages set by the routing service for the interaction.
Manual Agents Assigned	On-queue agents who were manually assigned this waiting interaction.
Manual Assigner	User with the appropriate permissions who manually assigned this interaction to a waiting agent in the queue.
Predictive Agent Selected	Lists the agents used during predictive routing.
Predictive Agents Proposed	Lists the agents evaluated during predictive routing. Note: If your role does not include the Routing > Predictor > View permission, then the Predictive Agents Proposed column does not appear.
Preferred Agents	Lists the preferred agents requested during interaction routing, even if the system was not able to route the interaction to the preferred agents. Includes the agent's routing score.
Preferred Agents Requested	Displays whether an interaction had preferred agents requested due to preferred agents configuration, even if the system was not able to route the interaction to the preferred agents.

Showing 1 to 10 of 17 entries

Surveys

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Column	Description
Column	Description
Has Survey Data	Displays whether an interaction is associated with survey data.
Promoter Score	The promoter score given by a survey respondent in a survey. Genesys Cloud uses the promoter score to calculate the survey's overall NPS. For more information about NPS, see Net Promoter Score web survey question overview.
Survey Form	The name of the survey form sent.
Survey Score	The completed surveys' percentage score. The score does not include NPS.
Survey Status	Displays the status of the survey: Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it. Sent - Genesys Cloud successfully sent the survey invitation and link to the contact. In Progress - The contact opened the survey link to start the survey. Finished - The contact completed the survey. Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address. Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference. Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out. Deleted - The survey form was deleted.
Survey Type	Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.
Surveys	The number of surveys sent related to the interaction.

Showing 1 to 7 of 7 entries

Queues Performance Detail view

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Performance

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Column	Description	Columns live update
Column	Description	Columns live update
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	Yes
Abandon – No Short	Number of abandons excluding the short abandons.	Yes
Abandon – No Short %	Percent of abandons excluding the short abandons.	Yes
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.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
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.	Yes
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.	Yes
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.	Yes

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Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Surveys

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Column	Column Description	Columns live update
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	No
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.	No
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.	No
Complete	The number of surveys customers have opened and submitted.	No
Full response	The number of full survey responses with all required questions that were answered by the customers.	No
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.	No
NPS	The Net Promoter Score^SM (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.	No
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints	No
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.	No
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	No

Showing 1 to 10 of 16 entries

Speech and text analytics

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Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Showing 1 to 4 of 4 entries

Queues Performance Summary view

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Performance

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Column	Description	Columns live update
Column	Column Description	Columns live update
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	Yes
Abandon (in Abandon % 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.	Yes
Abandon – No Short	Number of abandons excluding the short abandons.	Yes
Abandon – No Short %	Percent of abandons excluding the short abandons.	Yes
Active Callback	The instances of an agent on a callback while a call is active.	Yes
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.	Yes
Answer %	The percentage of offered interactions that an agent answered. Calculated by: (Answered / Offered) * 100	Yes
Answer (in Answer % 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.	Yes
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.	Yes
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.	Yes

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Routing

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

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Column	Description	Columns live update
Bullseye Requested	The number of interactions in which bullseye routing was requested.	No
Bullseye Requested %	The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.	No
Bullseye Used	The number of answered interactions in which bullseye routing was used.	No
Bullseye Used %	The rate of interactions in which bullseye routing was used in comparison to all answered interactions.	No
Conditional Requested	The number of interactions in which conditional routing was requested.	No
Conditional Requested %	The rate of answered interactions in which conditional routing routing was requested in comparison to all answered interactions.	No
Conditional Used	The number of interactions in which conditional routing was used.	No
Conditional Used %	The rate of interactions in which conditional routing was used in comparison to all answered interactions.	No
Direct Requested	The number of interactions in which direct routing was requested.	No
Direct Requested %	The rate of answered interactions in which direct routing was requested in comparison to all answered interactions.	No

Showing 1 to 10 of 30 entries

Surveys

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Column	Column Description	Columns live update
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	No
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.	No
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.	No
Complete	The number of surveys customers have opened and submitted.	No
Full response	The number of full survey responses with all required questions that were answered by the customers.	No
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.	No
NPS	The Net Promoter Score^SM (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.	No
Outstanding	The number of outstanding surveys. Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints	No
Partial Response	The number of partial survey responses with any required questions that were unanswered by the customers.	No
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	No

Showing 1 to 10 of 16 entries

Speech and text analytics

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Column	Column Description	Columns live update
Avg Sentiment	Average sentiment score (-100 to 100) in the specified interval with the provided filters.	No
Negative Sentiment Instances	The number of negative sentiment instances. For more information, see Understand sentiment analysis.	No
Positive Sentiment Instances	The number of positive sentiment instances. For more information, see Understand sentiment analysis.	No
Sentiment Instances	Number of instances of sentiment in the given interval with the provided filters.	No

Showing 1 to 4 of 4 entries

Queues Wrap-up Detail view

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Column	Description
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type, for the selected agent. Calculated by (Handle for wrap-up code / total interactions for the selected date and media type for the selected agent)
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type, for the selected agent. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type, for the selected agent)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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. 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 the average handle column using cumulative counts rather than averages.
Avg Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.

Showing 1 to 10 of 24 entries

Scheduled Callbacks view

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Column	Description
Agent Owner	Agent assigned to a callback.
ANI	Telephone number of the person who made the original call.
Callback Number	Telephone number to be dialed.
Campaign	Campaign associated with the callback. This field is blank if the callback is not associated with a campaign.
Campaign Division	Division names of the outbound campaigns associated with the callback.
Conversation ID	Alphanumeric identifier that can be used to locate this callback.
Conversation Start	Date and time stamp for the start of the original conversation.
Division	Displays the name of a division that an agent or queue belongs to. For more information, see About access control.
Duration	Number of days since the start of the original conversation.
External Tag	Displays the external tag that is attached to the conversation record. Note: This data is not available for web chat interactions.

Showing 1 to 10 of 16 entries

Scheduled Exports view

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Column	Description
Auto disable in	The number of days remaining to confirm the scheduled export before it is disabled. To ensure you are not running a scheduled export indefinitely, you must confirm a scheduled export every 100 days, or it will be disabled.
Base	The Performance view from which the data is exported.
Destination	A list of email addresses to send the exported file to.
Enabled	Indicates if the export is scheduled to run.
Granularity	For interval-based exports, granularity designates how intervals are partitioned within the export.
Name	The name of the exported file.
Schedule	The recurrence to run the export such as the scheduled day of the week and time, day of the month and time, or day of the quarter and time.
Time Period	The interval of time for your export, such as today, past 30 days, last quarter, or year to date.
Time Zone	The time zone selected for the export. The time values within the export are based on this time zone.

Showing 1 to 9 of 9 entries

Skills Performance view

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Column	Description
Abandon	The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Abandon %	The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner. Calculated by: (Abandoned Count / Offered Count) * 100
Abandon – No Short	Number of abandons excluding the short abandons.
Abandon – No Short %	Percent of abandons excluding the short abandons.
Active Callback	The instances of an agent on a callback while a call is active.
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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.
ASA	The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with the service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction. Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count) Note: Raw values are provided in milliseconds.
Avg Active Callback	The average time an agent spent on a callback while a call is active. Calculated by: tActiveCallback.sum / tActiveCallback.count.

Showing 1 to 10 of 53 entries

Survey Performance Summary view

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Column	Column Description
Column	Column Description
Abandon	The number of surveys that customers opened but did not submit before the survey expired.
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.
Complaint	The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.
Complete	The number of surveys customers have opened and submitted.
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.
Expire	The number of surveys that expired before the customer opened it.
Full response	The number of full survey responses with all required questions that were answered by the customers.
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.
Name	The name of the survey form.
NPS	The Net Promoter Score^SM (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. Beside the NPS, this column also displays the number of responses for each group of customer ratings: Detractors (red): customer rating of 0-6 Passives (yellow): customer rating of 7-8 Promoters (green): customer rating of 9-10

Showing 1 to 10 of 17 entries

Surveys Performance Detail view

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Column	Column Description
Conditional	Whether the survey form creator set the question group or question as conditional. Conditional question groups and questions appear to the customer based on their previous answer choice.
Questions	The name of the question group or, when expanded, the question text. Hover over the portion of a question to see the full question text.
Responses	The number of responses for each question group or question.
Score	The average score for a question group or question based on the number of points the survey form creator assigned to it. The average for question groups does not include NPS question responses. Calculated by (Sum of all responses for the question / Total number of responses to the question) Besides the score average, this column also displays the lowest score in red and the highest score in green. Note: This column displays no score if the question has no responses or the question type is read only, free text, or NPS.

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Topic Trends Detail view

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Column	Description
Column	Description
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.

Showing 1 to 10 of 22 entries

Topic Trends Summary view

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Column	Description
Column	Description
Average Sentiment Score	The average sentiment score of interactions.
Avg Agent Talk	The average agent talk time.
Avg Agent Talk %	The average agent talk time as a percentage of interactions.
Avg Customer Talk	The average customer talk time.
Avg Customer Talk %	The average customer talking time as a percentage of interactions.
Avg Hold/Music	The average of hold time and music time across interactions.
Avg Hold/Music %	The average hold and music time as a percentage of interactions.
Avg Overtalk	The average overtalk time across interactions, where both the agent and customer talk at the same time.
Avg Overtalk %	The average overtalk time as a percentage of interactions, where both the agent and customer talk at the same time.
Avg Silence	The average silent time across interactions.

Showing 1 to 10 of 26 entries

Workitem Performance view

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Column	Description
Column	Description
Avg Duration	The average amount of time that a workitem has spent in a specific status. Note: The avg duration is calculated only after the workitem has transitioned to another state or the workitem is terminated.
Created	Number of workitems created.
Deleted	Number of workitems deleted.
Met SLA	The total number of workitems terminated on a date that matches the date filter criteria and also before the due date.
Over SLA	The total number of workitems terminated on a date that matches the date filter criteria and also after the due date.
Purged	Number of workitems purged.
Service Level %	The service level % is the percentage of workitems that met SLA and the total number of workitems terminated during the date criteria. The formula to calculate the service level % is: The Number of Workitems Terminated is the total number of workitems terminated during the date specified by the date filter. The total number of workitems terminated on a date that matches the date filter criteria and after the due date defined for the workitems. For example, if the total number of workitems terminated at the specified date is 125 and the total number of Over SLA is 15.
Status	The current status of the workitem defined by the custom status transitions of the worktype.
Status Category	The status category of the workitem. The predefined status categories are Open, In Progress, On Hold, and Closed.
Terminated	The number of workitems terminated.

Showing 1 to 10 of 13 entries

For real-time examples and more advanced Workitems metric definitions, see Genesys Cloud Developer Center.

Wrap-Up Performance Summary view

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Column	Description
% Handle	The percentage of interactions assigned the wrap-up code in relation to the total interactions for the selected dates and media type. Calculated by (Handle for the wrap-up code / total interactions for the selected date and media type)
% Total Handle	The percentage of the total length of the interactions assigned the wrap-up code in relation to the total length of interactions for the selected dates and media type. Calculated by (Total Handle for the wrap-up code / total length of interactions for the selected dates and media type)
% Total Talk Time	The talk time for a wrap-up code in relation to the total talk time for the selected dates. Calculated by (Total Talk Time for a wrap-up code / Total Talk Time)
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. Note: By default, the summary of metrics displayed includes all activity for the agent. To filter down to the activities specific to a queue, you can apply a filter.
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. 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 Hold	The average number of seconds that interactions were placed on hold. Calculated by: Total Hold Time / Count of interactions with holds
Avg Talk	The average number of seconds spent interacting on a media type. Calculated by: Total Talk time / Count of interactions with Talk time
Handle	The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction.
Hold	The number of interactions with holds.

Showing 1 to 10 of 23 entries