Legacy: PureCloud Data Dictionary
Overview
This page contains legacy information related to data dictionaries that were included with the version 7.0.9 release of eMite dashboards for Genesys Cloud. Latest details, including updated measure names for predefined/default Genesys metrics and updated definitions for custom eMite measures can be found here.
The eMite Index Server maps the document keywords from the elasticsearch data storage against a virtual multidimensional array to allow advanced analytics and reporting. This data is displayed as either a Measure or Dimension, according to its definition. Additionally, the eMite RTBI engine allows for the creation of custom Measures and Dimensions. This data dictionary includes both Predefined and Custom definitions.
More details for PureCloud metric definitions can be found here.
PureCloud Index Summary
Each Index contains data for a particular area of Genesys Cloud.
Some indexes are only available where additional Genesys Cloud modules have been enabled.
Related PureCloud Area | eMite Index Name | Standard Polling Frequency | Index Description |
|---|
Related PureCloud Area | eMite Index Name | Standard Polling Frequency | Index Description |
|---|---|---|---|
Workforce Management Adherence | Adherence Day Metrics | Every 1 Hour | Adherence and Conformance aggregated metrics for agents |
Adherence Exceptions | Every 24 Hours | Exception aggregated metrics for agents | |
Agents | Agent History | Every 5 Mins | Conversation performance aggregated metrics for agents |
Agent Observations | Every 15 Seconds | Organizational presence and routing status observations for agents | |
Agent Presence History | Every 1 Hour | Organizational presence and routing status aggregated metrics for agents | |
Agent State History | Every 5 Mins | Organizational presence and routing status detail records metrics for agents | |
Interactions | Call Segments | Every 5 Mins | Raw call segment detailed data |
Call Conversation History * | Every 5 Mins | Summarized call segment data based on Conversation ID and Participant | |
Chat Conversation History * | Every 5 Mins | ||
Email Conversation History * | Every 5 Mins | ||
Outbound Campaigns | Campaign History | Every 5 Mins | Outbound campaign aggregated metrics |
Campaign Interactions | Every 5 Mins | ||
Campaign Progress | Every 5 Mins | ||
Campaign Stats | Every 5 Mins | ||
Campaign Status | Every 5 Mins | ||
Contact List Stats | Every 24 Hours | Contact List aggregated metrics | |
Quality Evaluations | Quality Evaluations * | Every 5 Mins | Quality evaluations aggregated metrics |
Quality Evaluations Detailed * | Every 5 Mins | ||
Quality History Agent | Every 1 Hour | ||
Quality History Queue | Every 1 Hour | ||
Quality History Raw | Every 1 Hour | ||
Queues | Queue History | Every 5 Mins | Performance metrics for queues |
Queue Skills History | Every 5 Mins | Performance metrics for queues (including Skill and Language data) | |
Queue Observations | Every 15 Seconds | Organizational presence and routing status aggregated metrics for queues | |
Wrap-Up Codes | Wrap-Up Codes History | Every 5 Mins | Wrap-Up Code aggregated metrics |
* Index in Beta
Predefined Measures
There are a number of predefined measures which map directly to PureCloud metrics.
eMite Measure | Genesys Metric Name | Alias | Genesys Metric Definition | eMite Index |
|---|
eMite Measure | Genesys Metric Name | Alias | Genesys Metric Definition | eMite Index |
|---|---|---|---|---|
nError Count | nError Count | Error | The number of active sessions aborted due to an Edge or adapter error event. | Agent History, Queue History, Queue Skills History, WrapUp Codes History |
nOffered Count | nOffered Count |
| The number of interactions offered to a queue by an Automatic Call Distributor (ACD). | Queue History, Queue Skills History |
nOutboundAbandoned Count | nOutboundAbandoned Count |
| The number of outbound dialer calls that were abandoned. | Queue History, Queue Skills History |
nOutboundAttempted Count | nOutboundAttempted Count |
| The number of oubound calls attempted. | Agent History, Queue History, Queue Skills History |
nOutboundConnected Count | nOutboundConnected Count |
| The number of outbound calls that connected. | Agent History, Queue History, Queue Skills History |
nOverSla Count | nOverSla Count |
| The number of answered interactions that were over the SLA threshold. | AgentHistory, QueueHistory |
nStateTransitionError Count | nStateTransitionError Count |
| The number of errors caused by Edge clock skew. | AgentHistory, QueueHistory |
nTransferred Count | nTransferred Count |
| The number of interactions transferred. This includes blind and consult transfers. | AgentHistory, QueueHistory |
tAcd Count | tAcd Count |
| The amount of time an Automatic Call Distributor (ACD) was involved in an interaction. | AgentHistory, QueueHistory |
tAcd Max | tAcd Max |
| AgentHistory, QueueHistory | |
tAcd Min | tAcd Min |
| AgentHistory, QueueHistory | |
tAcd Time | tAcd Sum |
| AgentHistory, QueueHistory | |
tAcw Count | tAcw Count |
| The amount of time spent in after call work. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tAcw Max | tAcw Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tAcw Min | tAcw Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tAcw Time | tAcw Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tAgentResponse Count | tAgentResponseTime Count |
| The amount of time the user spent waiting for a response from the agent. | AgentHistory, QueueHistory |
tAgentResponse Max | tAgentResponseTime Max |
| AgentHistory, QueueHistory | |
tAgentResponse Min | tAgentResponseTime Min |
| AgentHistory, QueueHistory | |
tAgentResponse Time | tAgentResponseTime Sum |
| AgentHistory, QueueHistory | |
tAnswered Count | tAnswered Count |
| The amount of time an interaction waited to be connected to an agent. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tAnswered Max | tAnswered Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tAnswered Min | tAnswered Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tAnswered Time | tAnswered Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHandle Count | tHandle Count |
| The complete time an agent spent on an interaction, includes time spent contacting, time spent dialing, talk time, hold time, and after call work. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tHandle Max | tHandle Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHandle Min | tHandle Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHandle Time | tHandle Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHeld Count | tHeld Count |
| The amount of time an interaction was placed on hold. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tHeld Max | tHeld Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHeld Min | tHeld Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHeld Time | tHeld Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHeldComplete Count | tHeldComplete Count |
| The overall hold time for an interaction. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tHeldComplete Max | tHeldComplete Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHeldComplete Min | tHeldComplete Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tHeldComplete Time | tHeldComplete Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tTalk Count | tTalk Count |
| Time an agent spent talking/interacting. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tTalk Max | tTalk Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tTalk Min | tTalk Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tTalk Time | tTalk Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tTalkComplete Count | tTalkComplete Count |
| The overall time an agent spent talking/interacting. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tTalkComplete Max | tTalkComplete Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tTalkComplete Min | tTalkComplete Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tTalkComplete Time | tTalkComplete Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tVoicemail Count | tVoicemail Count |
| The amount of time spent in voicemail. | AgentHistory, QueueHistory |
tVoicemail Max | tVoicemail Max |
| AgentHistory, QueueHistory | |
tVoicemail Min | tVoicemail Min |
| AgentHistory, QueueHistory | |
tVoicemail Time | tVoicemail Sum |
| AgentHistory, QueueHistory | |
tWait Count | tWait Count |
| The amount of time a party waited; the sum of tAnswered and tAbandon. | AgentHistory, QueueHistory, WrapUpCodesHistory |
tWait Max | tWait Max |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tWait Min | tWait Min |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tWait Time | tWait Sum |
| AgentHistory, QueueHistory, WrapUpCodesHistory | |
tAgentRoutingStatus Time | tAgentRoutingStatus Sum |
| The amount of time an agent spent in a given routing status, such as interacting, idle, or not responding. | AgentPresence |
tOrganizationPresence Time | tOrganizationPresence Sum |
| The amount of time spent in a user-defined status setting, such as "lunch at desk" or "writing emails". | AgentPresence |
tAbandon Count | tAbandon Count |
| The amount of time before an end user abandoned an interaction in a queue. | QueueHistory |
tAbandon Max | tAbandon Max |
| QueueHistory | |
tAbandon Min | tAbandon Min |
| QueueHistory | |
tAbandon Time | tAbandon Sum |
| QueueHistory | |
tIvr Count | tIvr Count |
| The amount of time spent in IVR. | QueueHistory |
tIvr Max | tIvr Max |
| QueueHistory | |
tIvr Min | tIvr Min |
| QueueHistory | |
tIvr Time | tIvr Sum |
| QueueHistory | |
tUserResponse Count | tUserResponseTime Count |
| The amount of time spent waiting for an end user response. | QueueHistory |
tUserResponse Max | tUserResponseTime Max |
| QueueHistory | |
tUserResponse Min | tUserResponseTime Min |
| QueueHistory | |
tUserResponse Sum | tUserResponseTime Sum |
| QueueHistory | |
tLongAbandon Count | tLongAbandon Count |
| QueueHistory | |
tLongAbandon Max | tLongAbandon Max |
| QueueHistory | |
tLongAbandon Min | tLongAbandon Min |
| QueueHistory | |
tLongAbandon Time | tLongAbandon Time |
| QueueHistory | |
tShortAbandon Count | tShortAbandon Count |
| QueueHistory | |
tShortAbandon Max | tShortAbandon Max |
| QueueHistory | |
tShortAbandon Min | tShortAbandon Min |
| QueueHistory | |
tShortAbandon Time | tShortAbandon Time |
| QueueHistory | |
tFlowout Count | tFlowout Count |
| The amount of time before an interaction was transferred out of a queue (and not answered by an agent). | QueueHistory |
tFlowout Time | tFlowout Sum |
| QueueHistory | |
oInteracting | oInteracting Count |
| Observed number of current users interacting on PureCloud. | QueueObservations |
oWaiting | oWaiting Count |
| Observed number of interactions waiting in a queue. | QueueObservations |
ActiveAgents Count |
|
|
| QueueObservations |
MemberUsers Count |
|
|
| QueueObservations |
OffQueueAgents Count |
|
|
| QueueObservations |
OnQueueAgents Count |
|
|
| QueueObservations |
OnQueueAgents Idle Count |
|
|
| QueueObservations |
OnQueueAgents Interacting Count |
|
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| QueueObservations |
OnQueueAgents Not Responding Count |
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| QueueObservations |
Adherence Percentage |
|
|
| AdherenceExceptions |
AdherencePercentage Sum |
|
| AdherenceDayMetrics | |
ConformancePercentage |
|
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| AdherenceExceptions |
ConformancePercentage Sum |
|
| AdherenceDayMetrics | |
Exception Count |
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|
| AdherenceExceptions |
ExceptionTime AVG |
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| AdherenceExceptions |
ExceptionTime SUM |
|
| AdherenceExceptions | |
tAgentRoutingStatus Time |
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| AgentPresenceHistory |
tOrganizationPresence Time |
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| AgentPresenceHistory |
Status Duration Time |
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| AgentStateHistory |
Status Duration Minimum Time |
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| AgentStateHistory | |
Abandon Rate |
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| CampaignHistory |
Abandon Rate Max |
|
| CampaignStats | |
Abandon Rate Min |
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| CampaignStats | |
Abandon Rate Sum |
|
| CampaignInteractions, CampaignProgress, CampaignStats, CampaignStatus | |
Attempts Count |
|
|
| CampaignHistory |
Attempts Min |
|
| CampaignStats | |
Attempts Max |
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| CampaignStats | |
Attempts Sum |
|
| CampaignInteractions, CampaignStats, CampaignStatus | |
Calls Per Agent Count |
|
|
| CampaignHistory |
Calls Per Agent Min |
|
| CampaignStats | |
Calls Per Agent Max |
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| CampaignStats | |
Calls Per Agent Sum |
|
| CampaignInteractions, CampaignStats, CampaignStatus | |
Connection Ratio |
|
|
| CampaignHistory |
ConnectRatio Sum |
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| CampaignInteractions, CampaignStatus | |
Connects Count |
|
|
| CampaignHistory |
Connects Min |
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| CampaignStats | |
Connects Max |
|
| CampaignStats | |
Connects Sum |
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| CampaignInteractions, CampaignStats, CampaignStatus | |
Idle Agent Count |
|
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| CampaignHistory |
Idle Agent Min |
|
| CampaignStats | |
Idle Agent Max |
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| CampaignStats | |
Idle Agent Sum |
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| CampaignInteractions, CampaignStats, CampaignStatus | |
Outstanding Call Count |
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| CampaignHistory |
Outstanding Call Min |
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| CampaignStats | |
Outstanding Call Max |
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| CampaignStats | |
Outstanding Call Sum |
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| CampaignInteractions, CampaignStats, CampaignStatus | |
Percentage Avg |
|
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| CampaignProgress |
Percentage Sum |
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| CampaignProgress | |
Priority Avg |
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| CampaignProgress |
Priority Sum |
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| CampaignProgress | |
Size Avg |
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| CampaignProgress |
Size Sum |
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| CampaignProgress | |
TotalNumberOfContacts Avg |
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| CampaignProgress |
TotalNumberOfContacts Sum |
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| CampaignProgress | |
Contacted Max |
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| ContactListStats |
Contacted Min |
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| ContactListStats | |
Contacted Sum |
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| ContactListStats | |
ContactListCount |
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| ContactListStats |
ContactListCount Avg |
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| ContactListStats | |
ContactListCount Sum |
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| ContactListStats | |
Number of Times Connected |
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| ContactListStats |
Number of Times Connected Min |
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| ContactListStats | |
Number of Times Connected Max |
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| ContactListStats | |
AnswersTotalScore Avg |
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| QualityEvaluations |
AnswersTotalScore Sum |
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| QualityEvaluations | |
AnswersTotalCriticalScore Avg |
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| QualityEvaluations |
AnswersTotalCriticalScore Sum |
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| QualityEvaluations | |
AnswerScore Avg |
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| QualityEvaluationsDetailed |
AnswerScore Sum |
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| QualityEvaluationsDetailed | |
NevaluationsCount Avg |
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| QualityHistoryAgent, QualityHistoryQueue |
NevaluationsCount Sum |
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| QualityHistoryAgent, QualityHistoryQueue | |
Total Score Avg |
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| QualityHistoryAgent, QualityHistoryQueue |
Total Score Min |
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| QualityHistoryAgent | |
Total Score Max |
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| QualityHistoryAgent | |
Total Score Sum |
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| QualityHistoryAgent, QualityHistoryQueue | |
Critical Score Avg |
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| QualityHistoryAgent, QualityHistoryQueue |
Critical Score Min |
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| QualityHistoryAgent | |
Critical Score Max |
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| QualityHistoryAgent | |
Critical Score Sum |
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| QualityHistoryAgent, QualityHistoryQueue | |
Critical Score Unweighted Avg |
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| QualityHistoryRaw |
Critical Score Unweighted Sum |
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| QualityHistoryRaw | |
Total Score Unweighted Avg |
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| QualityHistoryRaw |
Total Score Unweighted Sum |
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| QualityHistoryRaw | |
Question Group Scores Total Score Avg |
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| QualityHistoryRaw |
Question Group Scores Total Score Sum |
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| QualityHistoryRaw | |
Question Group Scores Total Critical Score Avg |
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| QualityHistoryRaw |
Question Group Scores Total Critical Score Sum |
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| QualityHistoryRaw |
Custom Measures
Some Indexes also include a number of measures which have been created by eMite as either a Custom Measure (KPI), Calculated Measure, or Virtual Member. eMite provides these measures over and above the standard measures received from PureCloud.
eMite Measure Name | Classification | eMite Measure Definition |
|---|
eMite Measure Name | Classification | eMite Measure Definition |
|---|---|---|
% Answered | Custom Measures | ( [Predefined Measures].[tAnsweredCount] / [Predefined Measures].[tAlertCount] ) * 100 |
% Transferred | Custom Measures | ( [Predefined Measures].[nTransferred Count] / [Predefined Measures].[tAnswered Count] ) * 100 |
Average ACW time | Custom Measures | [Predefined Measures].[tAcw Time] / [Predefined Measures].[tAcw Count] |
Average Handle time | Custom Measures | [Predefined Measures].[tHandle Time] / [Predefined Measures].[tHandle Count] |
Average Hold Complete time | Custom Measures | [Predefined Measures].[tHeldComplete Time] / [Predefined Measures].[tHeldComplete Count] |
Average Talk Complete time | Custom Measures | [Predefined Measures].[tTalkComplete Time] / [Predefined Measures].[tTalkComplete Count] |
Last Week Alert Count | Trend Measures | [Predefined Measures].[tAlert Count] FILTERED BY [Dimensions].[LinkedDate].[Date]=@LastWeek |
Last Week Complete Talk time | Trend Measures | [Predefined Measures].[tTalkComplete Time] FILTERED BY [Dimensions].[LinkedDate].[Date]=@LastWeek |
This Week Alert Count | Trend Measures | [Predefined Measures].[tAlert Count] FILTERED BY [Dimensions].[LinkedDate].[Date]=@ThisWeek |
This Week Complete Talk time | Trend Measures | [Predefined Measures].[tTalkComplete Time] FILTERED BY [Dimensions].[LinkedDate].[Date]=@ThisWeek |
Today ACW Max | Trend Measures | [Predefined Measures].[tAcw Max] FILTERED BY [Dimensions].[LinkedDate].[Date]=@Today |
Today Average Hold Complete time | Trend Measures | [Custom Measures].[Average Hold Complete time] FILTERED BY [Dimensions].[LinkedDate].[Date]=@Today |
eMite Measure Name | Classification | Measure Definition |
|---|
eMite Measure Name | Classification | Measure Definition |
|---|---|---|
Routing On Queue | Custom Measures | SUM({[RoutingStatus].[RoutingStatus].[Idle],[RoutingStatus].[RoutingStatus].[Interacting],[RoutingStatus].[RoutingStatus].[Not_Responding]} * [Measures].[agentobservations_emite Count]) |
Routing Off Queue | Custom Measures | [Measures.agentobservations_emite Count], FILTER [RoutingStatus.RoutingStatus.OffQueue] |
Available | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Available] |
Busy | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Busy] |
Idle | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Idle] && [Measures.agentobservations_emite Count], FILTER [RoutingStatus.RotingStatus.Idle] |
Meal | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Meal] |
Meeting | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Meeting] |
Offline | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Offline] |
Org On Queue | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.On Queue] |
Other | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Away,Break,Busy,Meeting,Training,Idle] |
Training | Custom Measures | [Measures.agentobservations_emite Count], FILTER [Presence.Presence.Training] |
Interacting | Custom Measures | [Measures.agentobservations_emite Count], FILTER [RoutingStatus.RoutingStatus.Interacting] |
Not Responding | Custom Measures | [Measures.agentobservations_emite Count], FILTER [RoutingStatus.RoutingStatus.NotResponding] |
Ready | Custom Measures | [ Measures.Default.agentobservations_emite Count ], FILTER [Presence.Presence.On Queue] && [Call.call.false] && [Chat.chat.false] && [Email.email.false] |
eMite Measure Name | Classification | eMite Measure Definition |
|---|
eMite Measure Name | Classification | eMite Measure Definition |
|---|---|---|
% ACD Disconnected | Custom Measures | ( [Custom Measures].[ACD Disconnected Count] / [Custom Measures].[ACD Offered Count] ) * 100 |
% Ivr to Acd | Custom Measures | ( [Custom Measures].[ACD Offered Count] / [Custom Measures].[IVR Offered Count] ) * 100 |
% System to Ivr | Custom Measures | ( [Custom Measures].[IVR Offered Count] / [Custom Measures].[System Offered Count] ) * 100 |
ACD Disconnect 000-030 | Custom Measures | [Custom Measures].[ACD Disconnected Count] FILTERED BY [Dimensions].[SegmentTimeBucket].[000 - 030 seconds] |
ACD Disconnect 030-060 | Custom Measures | [Custom Measures].[ACD Disconnected Count] FILTERED BY [Dimensions].[SegmentTimeBucket].[030 - 060 seconds] |
ACD Disconnect 060-120 | Custom Measures | [Custom Measures].[ACD Disconnected Count] FILTERED BY [Dimensions].[SegmentTimeBucket].[060 - 120 seconds] |
ACD Disconnect 120-300 | Custom Measures | [Custom Measures].[ACD Disconnected Count] FILTERED BY [Dimensions].[SegmentTimeBucket].[120 - 300 seconds] |
ACD Disconnect 300-3600 | Custom Measures | [Custom Measures].[ACD Disconnected Count] FILTERED BY [Dimensions].[SegmentTimeBucket].[300 - 3600 seconds] |
ACD Disconnected Count | Custom Measures | [Predefined Measures].[Default callsegments Count] FILTERED BY ( [Dimensions].[Purpose].[Acd] AND [Dimensions].[SegmentType].[Interact] AND [Dimensions].[direction].[inbound] AND [Dimensions].[DisconnectType].[Peer] ) |
ACD Offered Count | Custom Measures | ( [Custom Measures].[IVR Offered Count] - [Custom Measures].[ACD Disconnected Count] |
IVR Disconnected Count | Custom Measures | [Predefined Measures].[Default callsegments Count] FILTERED BY ( [Dimensions].[Purpose].[Ivr] AND [Dimensions].[SegmentType].[Ivr] AND [Dimensions].[direction].[inbound] AND ([Dimensions].[DisconnectType].[Peer] OR [System]) ) |
IVR Offered Count | Custom Measures | ( [Custom Measures].[System Offered Count] - [Custom Measures].[IVR Disconnected Count] |
System Offered Count | Custom Measures | [Predefined Measures].[Default callsegments Count] FILTERED BY ( ([Dimensions].[Purpose].[Customer] OR [External]) AND [Dimensions].[SegmentType].[System] AND [Dimensions].[direction].[inbound] ) |
eMite Measure Name | Classification | Measure Definition | PureCloud Definition |
|---|
eMite Measure Name | Classification | Measure Definition | PureCloud Definition |
|---|---|---|---|
% Abandoned for nOffered | Custom Measures | ( `[Predefined Measures].[tAbandon Count ] / [ Predefined Measures].[nOffered Count ] ) * 100 | Calculated by: (Abandoned Count / Offered Count) * 100 |
% Answered for nOffered | KPI / Custom Measures | ( [ Predefined Measures.tAnswered Count ] / [ Predefined Measures.nOffered Count ] ) * 100 |
|
% Transferred for tHandle | KPI / Custom Measures | ( [ Predefined Measures.nTransferred Count ] / [ Predefined Measures.tHandle Count ] ) * 100 |
|
Average ACW time | KPI / Custom Measures | ( [ Predefined Measure.tACW Sum ] / [ Predefined Measures.tAnswered Count ] ) | Calculated by: Total ACW / Interactions |
Average answered count | KPI / Custom Measures | ( [ Predefined Measures.tAnswered Count ] / [ Predefined Measures.tWait Count ] ) |
|
Average handle time | KPI / Custom Measures | ( [ Predefined Measure.tHandle Sum ] / [ Predefined Measures.tHandle Count ] ) |
|
Average hold time | KPI / Custom Measures | ( [ Predefined Measure.tHeldComplete Sum ] / [ Predefined Measures.tHeldComplete Count ] ) | Calculated by: Total Hold Time / Count of interactions with holds |
Average speed of answer | KPI / Custom Measures | ( [ Predefined Measure.tAnswered Sum ] / [ Predefined Measures.tAnswered Count ] ) | Calculated by: Total Time to Answer / Number Answered |
Average talk time | KPI / Custom Measures | ( [ Predefined Measure.tTalkComplete Sum ] / [ Predefined Measures.tTalkComplete Count ] ) | Calculated by: Total Talk time/ Count of interactions with Talk time |
Average wait time | KPI / Custom Measures | ( [ Predefined Measure.tWait Sum ] / [ Predefined Measures.tWait Count ] ) | Calculated by: Total Wait Time / Interactions |
Grade of Service | KPI / Custom Measures | ( [ Custom Measures.ServiceLevel Count ] / [ Custom Measures.Legacy tWait Count ] ) * 100 | Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target)/ (Number of answered interactions + number of abandoned interactions)*100 |
Legacy tWait Count | KPI / Custom Measures | ( [ Predefined Measures.tAnswered Count ] + [ Predefined Measures.tAbandon Count ] ) |
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Legacy tWait Sum | KPI / Custom Measures | ( [ Predefined Measures.tAnswered Sum ] + [ Predefined Measures.tAbandon Sum ] ) |
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OutsideSLA Count | KPI / Custom Measures | ( [Predefined Measures.nOverSla Count ] + [ Predefined Measures.tFlowout Count ] ) |
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ServiceLevel Count | KPI / Custom Measures | ( [Predefined Measures.tAnswered Count ] - [ Custom Measures.OutsideSLA Count ] ) |
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Simple Grade of Service | KPI / Custom Measures | ( [ Custom Measures.UnderSLA Count ] / [ Predefined Measures.tWait Count ] ) |
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UnderSLA Count | KPI / Custom Measures | ( [ Predefined Measures.tAnswered Count ] - [ Predefined Measures.nOverSLA Count ] ) |
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Seconds to Minutes Conversion | KPI / Static Measures | 60 (This is designed to be used as a multiplier for Advanced KPI creation) |
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Performance Score Value | KPI / Static Measures | 5 (This is a placeholder value, designed to be used as a multiple for Advanced KPI creation) |
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7 Days Ago Abandoned Count | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Abandoned Count ] - [ Trend Measures.Last 6 Days Abandoned Count ] ) |
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7 Days Ago Answered Count | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Answered Count ] - [ Trend Measures.Last 6 Days Answered Count ] ) |
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7 Days Age Answered Sum | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Answered Sum ] - [ Trend Measures.Last 6 Days Answered Sum ] ) |
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7 Days Ago ASA | KPI / Trend Measures | ( [ Trend Measures.7 Days Ago Answered Sum ] / [ Trend Measures.7 Days Ago Answered Count ] ) |
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7 Days Ago Grade of Service | KPI / Trend Measures | ( [ Trend Measures.7 Days Ago Service Level Count ] / [ Trend Measures.7 Days Ago Legacy tWait Count ] ) * 100 |
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7 Days Ago Handled Count | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Handled Count ] - [ Trend Measures.Last 6 Days Handled Count ] ) |
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7 Days Ago Legacy tWait Count | KPI / Trend Measures | ( [ Trend Measures.7 Days Ago Abandoned Count ] + [ Trend Measures.7 Days Ago Answered Count ] ) |
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7 Days Ago Offered Count | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Offered Count ] - [ Trend Measures.Last 6 Days Offered Count ] ) |
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7 Days Ago OutsideSLA Count | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days OutsideSLA Count ] - [ Trend Measures.Last 6 Days OutsideSLA Count ] ) |
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7 Days Ago Performance Score | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Performance Score ] - [ Trend Measures.Last 6 Days Performance Score ] ) |
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7 Days Ago Service Level Count | KPI / Trend Measures | ( [ Trend Measures.7 Days Ago Answered Count ] - [ Trend Measures.7 Days Ago OutsideSLA Count ] ) |
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Last 6 Days % Abandoned | KPI / Trend Measures | ( [ Custom Measures.% Abandoned ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days % Answered | KPI / Trend Measures | ( [ Custom Measures.% Answered ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days Abandoned Count | KPI / Trend Measures | ( [ Predefined Measures.tAbandoned Count ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days Answered Count | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Count ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days Answered Sum | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Sum ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days ASA | KPI / Trend Measures | ( [ Custom Measures.Average speed of answer ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days Grade of Service | KPI / Trend Measures | ( [ Custom Measures.Grade of Service ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days Handled Count | KPI / Trend Measures | ( [ Predefined Measures.tHandle Count ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days Offered Count | KPI / Trend Measures | ( [ Predefined Measures.nOffered Count ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days ) |
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Last 6 Days OutsideSLA Count | KPI / Trend Measures | ( [ Predefined Measures.nOverSLA Count ] WHERE [ Filter.LinkedDate.Date ]=@Last6Days |
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Last 6 Days Performance Score | KPI / Trend Measures | ( [ Trend Measures.Last 6 Days Answered Count ] * [ Static Measures.Performance Score ] ) |
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Last 7 Days % Abandoned | KPI / Trend Measures | ( [ Custom Measures.% Abandoned ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days % Answered | KPI / Trend Measures | ( [ Custom Measures.% Answered ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Abandoned Count | KPI / Trend Measures | ( [ Predefined Measures.tAbandoned Count ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Answered Count | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Count ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Answered Sum | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Sum ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days ASA | KPI / Trend Measures | ( [ Custom Measures.Average speed of answer ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Average handle time | KPI / Trend Measures | ( [ Custom Measures.Average handle time ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Grade of Service | KPI / Trend Measures | ( [ Custom Measures.Grade of Service ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Handled Count | KPI / Trend Measures | ( [ Predefined Measures.tHandle Count ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days Offered Count | KPI / Trend Measures | ( [ Predefined Measures.nOffered Count ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days ) |
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Last 7 Days OutsideSLA Count | KPI / Trend Measures | ( [ Predefined Measures.nOverSLA Count ] WHERE [ Filter.LinkedDate.Date ]=@Last7Days |
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Last 7 Days Performance Score | KPI / Trend Measures | ( [ Trend Measures.Last 7 Days Answered Count ] |
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Today % Abandoned | KPI / Trend Measures | ( [ Custom Measures.% Abandoned ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today % Answered | KPI / Trend Measures | ( [ Custom Measures.% Answered ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Abandoned Count | KPI / Trend Measures | ( [ Predefined Measures.tAbandoned Count ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Answered Count | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Count ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today ASA | KPI / Trend Measures | ( [ Custom Measures.Average speed of answer ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Average wait time | KPI / Trend Measures | ( [ Custom Measures.Average wait time ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Grade of Service | KPI / Trend Measures | ( [ Custom Measures.Grade of Service ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Handled Count | KPI / Trend Measures | ( [ Predefined Measures.tHandle Count ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Max wait time | KPI / Trend Measures | ( [ Predefined Measures.tWait Max ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Offered Count | KPI / Trend Measures | ( [ Predefined Measures.nOffered Count ] WHERE [ Filter.LinkedDate.Date ]=@Today ) |
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Today Performance Score | KPI / Trend Measures | ( [ Trend Measures.Today Answered Count ] |
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WTD % Abandoned | KPI / Trend Measures | ( [ Custom Measures.% Abandoned ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD % Answered | KPI / Trend Measures | ( [ Custom Measures.% Answered ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD Abandoned Count | KPI / Trend Measures | ( [ Predefined Measures.tAbandoned Count ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD Answered Count | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Count ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD ASA | KPI / Trend Measures | ( [ Custom Measures.Average speed of answer ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD Grade of Service | KPI / Trend Measures | ( [ Custom Measures.Grade of Service ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD Handled Count | KPI / Trend Measures | ( [ Predefined Measures.tHandle Count ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD Offered Count | KPI / Trend Measures | ( [ Predefined Measures.nOffered Count ] WHERE [ Filter.LinkedDate.Date ]=@ThisWeek ) |
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WTD Performance Score | KPI / Trend Measures | ( [ Trend Measures.WTD Answered Count ] |
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Yesterday % Abandoned | KPI / Trend Measures | ( [ Custom Measures.% Abandoned ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday % Answered | KPI / Trend Measures | ( [ Custom Measures.% Answered ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday Abandoned Count | KPI / Trend Measures | ( [ Predefined Measures.tAbandoned Count ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday Answered Count | KPI / Trend Measures | ( [ Predefined Measures.tAnswered Count ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday ASA | KPI / Trend Measures | ( [ Custom Measures.Average speed of answer ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday Grade of Service | KPI / Trend Measures | ( [ Custom Measures.Grade of Service ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday Handled Count | KPI / Trend Measures | ( [ Predefined Measures.tHandle Count ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday Offered Count | KPI / Trend Measures | ( [ Predefined Measures.nOffered Count ] WHERE [ Filter.LinkedDate.Date ]=@Yesterday ) |
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Yesterday Performance Score | KPI / Trend Measures | ( [ Trend Measures.Yesterday Answered Count ] * [ Static Measures.Performance Score Value ] ) |
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