User Agg (A)

User Aggregates By Media Type - actively (A) updated with notifications.

This grid only supports the HISTORICAL interval for the last 24 hours.

Columns

  • ACW Average - Average amount of time an agent spent completing after-call work.

  • ACW Count - Number of times agents completed after-call work.

  • ACW Sum - Total time spent doing after-call work (ACW).

  • Alert Average - Average amount of time Genesys Cloud alerted an agent, before the agent accepted or declined an interaction.

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

  • Alert Sum - Total amount of time that the Genesys Cloud alerts agents before the agent accepts or declines an interaction.

  • Contacting Sum - Total amount of time that it takes to establish a connection with the station on an outbound call.

  • Dialing Sum - Total amount of time an agent spent dialing.

  • Handle Average - Average amount of time an agent spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

  • Handle Count - Total number of ACD and non-ACD interactions that 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 an agent spent handling an interaction.

  • Hold Average - Average number of seconds that interactions were placed on hold.

  • Hold Count - Number of interactions in which the interaction went on hold.

  • Hold Sum - Cumulative hold time for all interactions.

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

  • Talk Average - Average number of seconds spent interacting.

  • Talk Complete Count - Number of times an agent was talking/interacting.

  • Talk Sum - Amount of time spent interacting with a type of media.

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

  • User Id - Agent’s user ID.

  • User Name - Name of an agent.

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 group names.

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

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

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