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