Conv Agg (P)

Conversation Aggregates By Media Type - passively (P) updated (produces more API requests for your organization).

The Conversation Aggregates By Media Type - Passive (CA_P) grid: - only supports HISTORICAL interval. - must always contain a mediaType calculation parameter to display the results. - must contain at least one calculation parameter or column that can be filtered on a queue (queue, flow, user wrapup, campaign).

Columns

  • ACW Avg - Average amount of time agents spent completing after-call work.

  • ACW Count - Number of times an agent did after-call work.

  • ACW Max - Maximum amount of time spent doing after-call work.

  • ACW Min - Minimum amount of time spent doing after-call work.

  • ACW Sum - Total amount of time spent doing after-call work.

  • 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 times an end user abandoned an interaction in a queue.

  • 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.

  • Abandon Sum - Total amount of time before an end user abandoned an interaction in a queue.

  • Acd Count - Number of times a user was waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Acd Max - Maximum amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Acd Min - Minimum amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Acd Sum - Total amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Address From Group - Address that initiated an interaction.

  • Address To Group - Address receiving an interaction.

  • Agent Rank Group - Proposed agent rank for this conversation from predictive routing (lower is better).

  • Agent Response Time Count - Number of times the user was waiting for a response from the agent.

  • Agent Response Time Max - Maximum amount of time the user spent waiting for a response from the agent.

  • Agent Response Time Min - Minimum amount of time the user spent waiting for a response from the agent.

  • Agent Response Time Sum - Total amount of time the user spent waiting for a response from the agent.

  • Agent Score Group - Assigned agent score for this conversation (0 - 100, higher being better).

  • Alert Avg - Average amount time Genesys Cloud alerts agents before the agent accepts or declines an interaction.

  • Alert Count - Number of times an agent was alerted.

  • Alert Max - Maximum amount of time an agent was being alerted.

  • Alert Min - Minimum amount of time an agent was being alerted.

  • Alert Sum - Total amount of time an agent was being alerted.

  • Ani Group - Automatic Number Identification (caller’s number).

  • Answer Percent - Percentage of offered interactions that an agent answered.

  • Answered Count - Number of times an interaction waited to be connected to an agent.

  • 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 amount of time an interaction waited to be connected to an agent.

  • Blind Transferred - Number of interactions that were transferred without consulting first.

  • Campaign Id Group - ID assigned to a campaign.

  • Campaign Name Group - Name of the campaign.

  • Connected - Number of connected customer sessions.

  • Consult - Number of interactions during which an agent consulted another agent.

  • Consult Transferred - Number of interactions that were transferred as part of a consultation.

  • Contacting Count - Number of times a connection with agent’s station on an outbound call has been established.

  • Contacting Max - Maximum amount of time that it took to establish a connection with an agent’s station on an outbound call.

  • Contacting Min - Minimum amount of time that it took to establish a connection with an agent’s station on an outbound call.

  • Contacting Sum - Total amount of time that it took to establish a connection with an agent’s station on an outbound call.

  • Conversation Id Group - ID of the conversation.

  • Converted From Group - A session media type that was converted from in case of a media type conversion.

  • Converted To Group - A session media type that was converted to in case of a media type conversion.

  • Dialing Count - Number of times an agent dialed a number.

  • Dialing Max - Maximum time an agent spent dialing.

  • Dialing Min - Minimum time an agent spent dialing.

  • Dialing Sum - Total time an agent spent dialing.

  • Direction Group - Direction of the communication.

  • Disconnect Type Group - Reason the interaction disconnected.

  • Division Id Group - Displays the divisions associated with the interaction. A division is a way to group and segregate objects, but keep them inside the same organization. For example, you can create divisions by business units, countries, and office locations and then assign configuration objects to each division. After you create and configure divisions, you can use roles to grant user access to divisions, and thus the objects within each division.

  • Dnis Group - Original number dialed for the interaction.

  • Edge Id Group - Unique identifier of the edge device.

  • Error - Number of active sessions aborted due to an Edge or adapter error event.

  • External Contact Id Group - ID of an external contact.

  • External Media Count - Observed media count for an external participant.

  • External Media Count Group - Observed media count for an external participant.

  • External Media Count Max - Maximum observed media count for an external participant.

  • External Media Count Min - Minimum observed media count for an external participant.

  • External Media Count Sum - Total observed media count for an external participant.

  • External Organization Id Group - ID of an external organization.

  • Flagged Reason Group - Indicates calls flagged for voice quality issues. For more information about flagging calls, see Flag a problematic voice interaction, or Flag a problematic phone call.

  • Flow Out Count - Number of times an interaction was transferred out of a queue (and not answered by an agent).

  • Flow Out Max - Maximum amount of time before an interaction was transferred out of a queue (and not answered by an agent).

  • Flow Out Min - Minimum amount of time before an interaction was transferred out of a queue (and not answered by an agent).

  • Flow Out Percent - Percentage of offered interactions that enter and leave a queue without getting answered by an agent or disconnecting.

  • Flow Out Sum - Total amount of time before an interaction was transferred out of a queue (and not answered by an agent).

  • Flow Out Type Group - Type of flow-out that occurred when emitting tFlowOut.

  • Group Id Group - ID of a group.

  • 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 - Number of times an agent handled a call.

  • Handle Max - Maximum amount of time an agent spent on an interaction, including time spent contacting, time spent dialing, talk time, hold time, and after-call work.

  • Handle Min - Minimum amount of time an agent spent on an interaction, including time spent contacting, time spent dialing, talk time, hold time, and after-call work.

  • Handle Sum - Total amount of time an agent spent on an interaction, including time spent contacting, time spent dialing, talk time, hold time, and after-call work.

  • Held Count - Number of times an interaction was placed on hold.

  • Held Max - Maximum amount of time an interaction was placed on hold.

  • Held Min - Minimum amount of time an interaction was placed on hold.

  • Held Sum - Total amount of time an interaction was placed on hold.

  • 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 overall hold time for an interaction.

  • Hold Min - Minimum overall hold time for an interaction.

  • Hold Sum - Overall hold time for an interaction.

  • Interaction Type Group - Type of interaction.

  • Ivr Count - Number of times spent in IVR.

  • Ivr Max - Maximum amount of time spent in IVR.

  • Ivr Min - Minimum amount of time spent in IVR.

  • Ivr Sum - Total amount of time spent in IVR.

  • Journey Action Id Group - ID of the action.

  • Journey Action Map Id Group - ID of the action map that triggered the action.

  • Journey Action Map Version Group - Version of the action map that triggered the action.

  • Journey Customer Id Group - Primary identifier of the customer in the source from which the activities originate.

  • Journey Customer Id Type Group - Primary identifier type (e.g. cookie).

  • Journey Customer Session Id Group - Unique identifier of the session.

  • Journey Customer Session Id Type Group - Session types indicate the type or category of sessions (e.g. web, ticket, delivery, atm).

  • Media Count - Observed media count for an internal participant, e.g. an agent.

  • Media Count Group - Observed media count for an internal participant, e.g. an agent.

  • Media Count Max - Maximum observed media count for an internal participant, e.g. an agent.

  • Media Count Min - Minimum observed media count for an internal participant, e.g. an agent.

  • Media Count Sum - Total observed media count for an internal participant, e.g. an agent.

  • Media Type Group - Media type of the contact such as telephony, email or chat.

  • Message Type Group - Message type.

  • Monitoring Count - Number of times an interaction was monitored.

  • Monitoring Max - Maximum amount of time spent monitoring an interaction.

  • Monitoring Min - Minimum amount of time spent monitoring an interaction.

  • Monitoring Sum - Total amount of time spent monitoring an interaction.

  • Not Responding Count - Number of times an agent was alerted without responding to a queue conversation.

  • Not Responding Max - Maximum amount of time an agent was being alerted without responding to a queue conversation.

  • Not Responding Min - Minimum amount of time an agent was being alerted without responding to a queue conversation.

  • Not Responding Sum - Total amount of time an agent was being alerted without responding to a queue conversation.

  • Offered Count - Number of interactions offered to a queue by an Automatic Call Distributor (ACD).

  • Originating Direction Group - Original direction of the conversation.

  • Outbound - Number of outbound conversations placed on behalf of a queue.

  • Outbound Abandoned - Number of outbound dialer calls that were abandoned.

  • Outbound Attempted - Number of outbound dialer calls attempted.

  • Outbound Connected - Number of outbound dialer calls that connected.

  • Outbound Contact Id Group - ID of an outbound contact.

  • Outbound Contact List Id Group - ID of an outbound contact list.

  • Over Sla - Number of answered interactions that were over the SLA threshold.

  • Participant Name Group - Participant name.

  • Peer Id Group - This identifies pairs of related sessions in a conversation. E.g. an external session’s peerId will be the session that the call originally connected to, e.g. if an IVR was dialed, the IVR session will also have the external session’s ID as its peer. After that point, any transfers of that session to other internal components (acd, agent, etc.) will all spawn new sessions whose peerIds point back to that original external session.

  • Proposed Agent Id Group - Unique identifier for the agent that was proposed by predictive routing.

  • Provider Group - Source provider for the communication.

  • Purpose Group - Participant’s purpose.

  • Queue Id Group - ID assigned to a queue.

  • Queue Name Group - Name of the queue.

  • Remote Group - Name, phone number, or email address of the remote party.

  • Requested Language Id Group - Unique identifier for the language requested for an interaction.

  • Requested Routing Group - Routing type(s) for requested/attempted routing methods.

  • Requested Routing Skill Id Group - Unique identifier(s) for the skill(s) requested for an interaction.

  • Room Id Group - Unique identifier for the room.

  • Routing Priority Group - Value can be assigned to prioritize a conversation in the queue.

  • Scored Agent Id Group - Unique identifier for the agent that was scored for this conversation.

  • Selected Agent Id Group - Selected agent’s ID.

  • Selected Agent Rank Group - Selected agent’s GPR rank.

  • Service Level Denominator - Element that serves as part of the formula to calculate the service level.

  • Service Level Numerator - Element that serves 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.

  • Service Target Count - Service target for a queue.

  • Session Dnis Group - Dialed number for the current session; this can be different from dnis, e.g. if the call was transferred.

  • Session Id Group - ID of a session.

  • Short Abandon Count - Number of times an end user abandoned an interaction with a duration under the short abandon threshold in a queue.

  • Short Abandon Max - Maximum amount of time before an end user abandoned an interaction with a duration under the short abandon threshold in a queue.

  • Short Abandon Min - Minimum amount of time before an end user abandoned an interaction with a duration under the short abandon threshold in a queue.

  • Short Abandon Percent - Percentage of interactions that were short abandoned.

  • Short Abandon Sum - Total amount of time before an end user abandoned an interaction with a duration under the short abandon threshold in a queue.

  • State Transition Error - Number of errors caused by Edge clock skew.

  • Station Id Group - Unique identifier for a phone.

  • 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 Complete Max - Maximum overall time an agent spent talking/interacting.

  • Talk Complete Min - Minimum overall time an agent spent talking/interacting.

  • Talk Sum - Total time an agent spent talking/interacting.

  • Transfer Percent - Number of transfers compared to the total number of interactions answered.

  • Transferred Count - Number of interactions transferred. This includes blind and consult transfers.

  • Used Routing Group - Complete routing method.

  • User Id Group - Agent’s ID.

  • User Name Group - Name of a user.

  • User Response Time Count - Number of times an agent waited for an end user response.

  • User Response Time Max - Maximum amount of time spent waiting for an end user response.

  • User Response Time Min - Minimum amount of time spent waiting for an end user response.

  • User Response Time Sum - Total amount of time spent waiting for an end user response.

  • Voicemail Count - Number of times an agent interacted with voicemail.

  • Voicemail Max - Maximum amount of time spent in voicemail.

  • Voicemail Min - Minimum amount of time spent in voicemail.

  • Voicemail Sum - Total amount of time spent in voicemail.

  • Wait Count - Number of times a user waited in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Wait Max - Maximum amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Wait Min - Minimum amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Wait Sum - Total amount of time spent waiting in queue before an interaction was answered, abandoned, or flowed out of queue.

  • Wrap Up Code Group - Wrap-up code that an agent assigned to an interaction.

  • Wrap Up Code Name Group - Name of the assigned wrap-up code.

Calculation Parameters

The Grid function has these optional parameters:

  • Address From - Address that initiated an interaction.

  • Address To - Address receiving an interaction.

  • Agent Rank - Proposed agent rank for this conversation.

  • Agent Score - Assigned agent score for this conversation (0 - 100, higher being better).

  • Ani - Automatic Number Identification (caller’s number).

  • Campaign - Allows you to select from a list of campaign names.

  • Conversation Id - ID of the conversation.

  • Converted From - A session media type that was converted from in case of a media type conversion.

  • Converted To - A session media type that was converted to in case of a media type conversion.

  • Direction - Direction of the communication.

  • Disconnect Type - Reason the interaction disconnected.

  • Division Id - Displays the divisions associated with the interaction.

  • Dnis - Original number dialed for the interaction.

  • Edge Id - Unique identifier of the edge device.

  • External Contact Id - ID of an external contact.

  • External Media Count - Observed media count for an external participant.

  • External Organization Id - ID of an external organization.

  • Flagged Reason - Flagged Reason.

  • Flow Out Type - Type of flow-out that occurred when emitting tFlowOut.

  • Group Id - Group Id.

  • Interaction Type - Interaction Type.

  • Journey Action Id - Journey Action Id.

  • Journey Action Map Id - Journey Action Map Id.

  • Journey Action Map Version - Journey Action Map Version.

  • Journey Customer Id - Journey Customer Id.

  • Journey Customer Id Type - Journey Customer Id Type.

  • Journey Customer Session Id - Journey Customer Session Id.

  • Journey Customer Session Id Type - Journey Customer Session Id Type.

  • Media Count - Observed media count for an internal participant, e.g. an agent.

  • Media Type - Allows you to select from a list of media types.

  • Message Type - Message Type.

  • Originating Direction - Original direction of the conversation.

  • Outbound Contact Id - ID of an outbound contact.

  • Outbound Contact List Id - ID of an outbound contact list.

  • Participant Name - Participant Name.

  • Peer Id - Peer Id.

  • Proposed Agent Id - Proposed Agent Id.

  • Provider - Provider.

  • Purpose - Purpose.

  • Queue - Allows you to select from a list of queue names.

  • Remote - Remote.

  • Requested Language Id - Requested Language Id.

  • Requested Routing - Requested Routing.

  • Requested Routing Skill Id - Requested Routing Skill Id.

  • Room Id - Room Id.

  • Routing Priority - Routing Priority.

  • Scored Agent Id - Scored Agent Id.

  • Selected Agent Id - Selected Agent Id.

  • Selected Agent Rank - Selected Agent Rank.

  • Session Dnis - Session Dnis.

  • Session Id - Session Id.

  • Station Id - Station Id.

  • Used Routing - Used Routing.

  • User - Allows you to select from a list of user names.

  • Wrap Up Code - Allows you to select from a list of wrap-up codes.