User Aggregates By Media Type (UA_A)¶
UA_A
Depending on the KPI Function, the following parameters may be used:
Media Type - Allows you to select from a list of Media Types.
Queue - Allows you to select from a list of Queue names.
User - Allows you to select from a list of Agents.
User Aggregates By Media Type - ACW Count¶
Number of times agents completed after-call work.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - ACW Sum¶
Total time spent doing after-call work (ACW).
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Alert Count¶
Number of times an agent was alerted.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Alert Sum¶
Total amount of time that the Genesys Cloud alerts agents before the agent accepts or declines an interaction.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Contacting Sum¶
Total amount of time that it takes to establish a connection with the station on an outbound call.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Dialing Sum¶
Total amount of time an agent spent dialing.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - 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.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Handle Sum¶
Total amount of time an agent spent handling an interaction.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Hold Count¶
Number of interactions in which the interaction went on hold.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Hold Sum¶
Cumulative hold time for all interactions.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Talk Complete Count¶
Number of times an agent was talking/interacting.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Talk Sum¶
Amount of time spent interacting with a type of media.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type
User Aggregates By Media Type - Transferred Count¶
Total number of interactions transferred. This includes blind and consult transfers.
Actively (A) updated with notifications.
Parameters: User, Queue, Media Type