Conv Agg By Queue (A)¶
Conversation Aggregates By Media Type and Queue - actively (A) updated with notifications. Columns with the “group” postfix will have the values returned from Genesys grouped by an entity from the prefix.
This grid only supports the HISTORICAL interval for the last 24 hours.
Columns¶
ACW Avg - Average amount of time agents spent completing after-call work.
ACW Count - Number of times agents completed after-call work.
ACW Max - Maximum amount of time spent on after-call work for the selected interval.
ACW Min - Minimum amount of time spent on after-call work for the selected interval.
ACW Sum - Total time spent doing after-call work (ACW). After-call work is the work that an agent performs immediately following an interaction. This 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 any work before the agent can handle the next contact, then ACW is factored into the average handle time.
ASA - Average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service levels, 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.
Abandon Count - Number of interactions in which a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
Abandon Max - Maximum amount of time before an end user abandoned an interaction in a queue.
Abandon Min - Minimum amount of time before an end user abandoned an interaction in a queue.
Abandon No Short - Number of abandoned interactions, excluding short abandons.
Abandon No Short Percent - Percentage of abandoned interactions, excluding short abandons.
Abandon Percent - Percentage of offered interactions in which the customer has disconnected before connecting with an agent. Abandon rate can identify queues that require extra staff to handle interactions in a timely manner.
Answer Percent - Percentage of offered interactions that an agent answered.
Answered Count - Number of assigned ACD interactions answered by an agent in a given period. The answered count increments when the agent is the first to connect to the interaction.
Answered Max - Maximum amount of time an interaction waited to be connected to an agent.
Answered Min - Minimum amount of time an interaction waited to be connected to an agent.
Answered Sum - Total 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.
Flow Out Count - Number of flow-outs. Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics). Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.
Flow Out Percent - Percentage of offered interactions that enter and leave a queue without getting answered or disconnected by an agent.
Handle Avg - Average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. HandleAvg also includes dialing and contacting time for outbound calls.
Handle Count - Total number of ACD and non-ACD interactions agents were involved in, including answered interactions, transfers, callbacks, and outbound calls. Handle increments in the interval in which the interaction ends, after the agent completes any after-call work and completes the interaction.
Handle Sum - Total 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.
Hold Avg - Average number of seconds that interactions were placed on hold for.
Hold Count - Number of interactions in which the interaction went on hold.
Hold Max - Maximum amount of time spent on hold for the selected interval.
Hold Min - Minimum amount of time spent on hold for the selected interval.
Hold Sum - Total amount of time spent on hold for the selected interval.
Media Type - Media type of the contact, such as telephony, email, or chat.
Offered Count - Number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
Outbound Attempt Count - Number of attempted outbound interactions for Dialer campaigns.
Outbound Count - Number of outbound interactions placed on behalf of the queue.
Over SLA Count - Number of interactions that were over the defined service level.
Queue ID - ID assigned to a queue.
Queue Name - Name of a queue.
Service Level Denominator - Denominator used as part of the formula to calculate the service level.
Service Level Numerator - Numerator used as part of the formula to calculate the service level.
Service Level Percent - Service level percentage is a contact center performance statistic expressed as "X percent of contacts answered in Y seconds." For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA).
Service Level Target - Target service level for a queue.
Short Abandon Count - Number of interactions that were short abandoned.
Short Abandon Percent - Percentage of interactions that were short abandoned.
Talk Avg - Average number of seconds spent interacting with a type of media.
Talk Complete Count - Number of times an agent was talking/interacting.
Talk Max - Maximum amount of time an agent spent talking/interacting.
Talk Min - Minimum amount of time an agent spent talking/interacting.
Talk Sum - Total amount of time an agent spent talking/interacting.
Transfer Percent - Number of transfers compared to the total number of interactions answered.
Transferred Count - Number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred.
Voicemail Count - Amount of voicemails received.
Wait Avg - Average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.
Wait Count - Number of times a user was waiting in queue before an interaction was answered, abandoned, or flowed out of queue.
Wait Max - Maximum amount of time spent waiting in queue for the selected interval.
Wait Min - Minimum amount of time spent waiting in queue for the selected interval.
Wait Sum - Total amount of time spent waiting in queue for the selected interval.
Calculation Parameters¶
The Grid function has these optional parameters:
Media Type - Allows you to select from a list of media types.
Media Type Group - Allows you to select from a list of media type groups.
Queue - Allows you to select from a list of queue names.
Queue Group - Allows you to select from a list of queue groups.