81ii Universe

Genesys Interactive Insights 8.
Universe Guide
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Document Version: 81ii_universe_10-2014_v8.1.402.00
Table of Contents
Preface
................................................................................................................... 5
About Genesys Interactive Insights ........................................................... 5
Intended Audience .................................................................................... 6
Chapter Summaries .................................................................................. 6
How to Navigate This Manual ................................................................... 7
Contacting Genesys Customer Care......................................................... 8
New in This Release ................................................................................. 8
Changes Introduced in Release 8.1.400 .............................................. 8
Changes Introduced in Release 8.1.1 .................................................. 9
Changes Introduced in Release 8.1.0 ................................................ 11
Other Changes ................................................................................... 12
Making Comments on This Document .................................................... 12
Chapter 1
Interactive Insights Reports ................................................................ 13

Listing of Reports .................................................................................... 14
Listing of Reports, by Folder............................................................... 14
General Comments About the Reports............................................... 16
Description of Form Labels ..................................................................... 17
Standalone GI2 Reports .......................................................................... 20
Chapter 2
Interactive Insights Classes ................................................................ 65

List of Classes ......................................................................................... 66
Listing of GI2 Classes......................................................................... 66
General Notes About Classes ............................................................ 66
GI2 Classes ............................................................................................. 68
Chapter 3
Interactive Insights Dimensions ......................................................... 87

List of Dimensions, by Class ................................................................... 88
Listing of GI2 Dimensions................................................................... 88
General Notes About Dimensions ...................................................... 89
Universe Guide
Table of Contents

GI2 Dimensions ....................................................................................... 91
Chapter 4
Interactive Insights Conditions ......................................................... 125

List of Conditions, by Class ................................................................... 125
Listing of GI2 Conditions................................................................... 125
General Notes About Conditions ...................................................... 127
Description of Form Labels ................................................................... 129
General Comments about Combination Conditions ......................... 130
GI2 Conditions....................................................................................... 130
Chapter 5
Interactive Insights List of Values .................................................... 149

Listing of LOVs ...................................................................................... 150
Listing of GI2 LOVs........................................................................... 150
General Notes About LOVs .............................................................. 151
GI2 Lists of Values................................................................................. 151
Chapter 6
Interactive Insights Measures ........................................................... 161

List of Measures, by Class .................................................................... 161
Listing of GI2 Measures.................................................................... 161
General Notes About Measures ....................................................... 161
GI2 Measures ........................................................................................ 166
Appendix A
Dictionary of Data Elements.............................................................. 425
Appendix B
Interactive Insights Report Queries.................................................. 431

Agent Wrap Report Query ................................................................ 431
Generated SQL Statement for the Agent Wrap Report .................... 432
Appendix C
Reports to Aggregation Tables Matrix ............................................. 437
Supplements
Related Documentation Resources ................................................... 441

Document Conventions ...................................................................... 444
Index
............................................................................................................... 447
Genesys Interactive Insights 8.1
Preface
Welcome to the Genesys Interactive Insights 8.1 Universe Guide. This document
describes the Genesys-provided reports that can be used with Genesys Info Mart
release 8.1 and elements of the Interactive Insights universes (GI2_universe)their
classes, dimensions, conditions, lists of values, and measures. These reports enable
business managers to gauge the effectiveness of their contact center, contact center
supervisors to fine-tune operations to improve productivity, and report designers to
build new reports that are customized for your environment. Genesys Interactive
Insights (GI2) powered by SAP BusinessObjects Enterprise (BOE) XI 3.1 (in 8.x
releases prior to 8.1.3) and SAP BusinessObjects Business Intelligence Platform (BI)
4.1 (in release 8.1.3 and later) software.
This document is valid only for the 8.1.x release(s) of this product.
Note: For versions of this document that have been created for other releases of this
product, visit the Genesys Documentation website, or request the

Documentation Library DVD, which you can order by e-mail from Genesys
Order Management at [email protected].
This preface provides an overview of this document, identifies the primary audience,
introduces document conventions, and lists related reference information. It contains
the following sections:
About Genesys Interactive Insights, page 5
Intended Audience, page 6
Chapter Summaries, page 6
How to Navigate This Manual, page 7
Contacting Genesys Customer Care, page 8
New in This Release, page 8
Making Comments on This Document, page 12
About Genesys Interactive Insights

GI2 provides reports that summarize contact center activity and an entire universe,
named GI2_universe, of elements that support them.
Universe Guide
Preface
Intended Audience
Intended Audience
This document, which is primarily intended for report analysts and designers, assumes
that you have a basic understanding of:
Computer-telephony integration (CTI) concepts, processes, terminology, and

applications.
Network design and operation.
Your own network configurations.
General report-design concepts.
General database concepts.
You should also be familiar with BO XI 3.1 or BI 4.1 software and, for report
designers, for Genesys Info Mart release 8.1
Chapter Summaries
In addition to this preface, this document contains the following chapters:
Chapter 1, Interactive Insights Reports, on page 13, describes each of the

Genesys-provided Interactive Insights reports, lists the universe elements that
make up each report, and states some configuration considerations for the
underlying Genesys applications that supply data to each report.
Chapter 2, Interactive Insights Classes, on page 65, describes how Interactive

Insights elements are grouped within the universe.
Chapter 3, Interactive Insights Dimensions, on page 87, describes the objects by

which Interactive Insights reports are dimensionedfor example, by media type,
by contact center resource, or by time. This chapter also describes several objects
which Business Objects classifies as details.
Chapter 4, Interactive Insights Conditions, on page 125, describes the predefined

filters that qualify the data that is retrieved by each Interactive Insights report.
Chapter 5, Interactive Insights List of Values, on page 149, describes the

predefined lists of values that are provided for many of the lookup fields.
Chapter 6, Interactive Insights Measures, on page 161, describes attributes of the

measures within the Interactive Insights universe.
Appendix A, Dictionary of Data Elements, on page 425, describes the contact

centerrelated terms used throughout this Guide.
Appendix B, Interactive Insights Report Queries, on page 431, provides one

sample query that Web Intelligence auto-generates for the Agent Wrap Interactive
Insights report.
Appendix C, Reports to Aggregation Tables Matrix, on page 437, provides a

mapping of Interactive Insights reports to the aggregation and fact tables that
provide source data to the reports.
Preface
How to Navigate This Manual
How to Navigate This Manual

This document is divided into chapters that describe the Interactive Insights reports,
classes, dimensions, conditions, lists of values, and measures. This organization
enables each chapter to focus exclusively on the definition, purpose, and intent of each
member of these Business Objects entities.
The introductory section of each chapter sets the stage for understanding the members
that are discussed in that chapter by describing the Business Objects entity and its
function within GI2. This section then lists objects (in alphabetical order) and provides
hyperlinks to all of the Interactive Insights members that make up the entity. Cross-references to Business Objects documentation provide technical discussions of the entity.
The bulk of each chapter describes each Interactive Insights member in miniature
formsone form per member. Figure 1, for example, shows the miniature form that is
used to describe the Interactive Insights measures. Each form within a chapter provides
the same information about a member as the next form, only its values change from
one member to the next. The labels that are used in these forms are described in the
introductory section. The forms also contain cross-references to other parts of this
document that provide more information about the subject.
Figure 1: Form Used to Describe Each Universe Measure
This format, in conjunction with Adobe Readers navigation capabilities, enables you
to jump back and forth between the reports, classes, dimensions, conditions, lists of
values, and measures. In this way, you can drill down to the most granular level and
study a measures definition, or you can navigate back up through the measures class
to the topmost levelthe report in which the measure is usedfor a definition of the
measure, class, or report, respectively. The Adobe Reader 8.0 Page Navigation toolbar
(see Figure 2) includes Go to Previous View and Go to Next View buttons, as well as
other standard navigation buttons, to help you traverse the document.
Universe Guide
Preface
Contacting Genesys Customer Care
Figure 2: Adobe Reader Go to Previous/Next View Buttons
Note: This toolbar might appear differently in other versions of Adobe Reader.
Contacting Genesys Customer Care

If you have purchased support directly from Genesys, please contact Genesys
Customer Care. Before contacting customer care, please refer to the Genesys Care
Program Guide for complete contact information and procedures.
New in This Release

This section describes the changes that have been incorporated within this Genesys
Interactive Insights 8.1 Universe Guide since the last 8.0.x release of GI2.
Changes Introduced in Release 8.1.400
Added the Accepted measure to the Agent Queue Report (See page 34).
Added the dimension Last VQueue (page 108) to the Handling Attempt class
(page 77), and to the Interaction Handling Attempt Report (page 46).
Added the subclass Queue\..\Queue User Data Example (See page 82), and added
supporting information to Dimension1 ... Dimension 10 (see page 99 - page 101).
Updated the Queue class (page 82), to include the following dimensions:
Business Result (page 94)
Customer Segment (page 97)
Service Subtype (page 115)
Service Type (page 115)
Workbin Owner (page 124) (Added this new dimension)
Workbin Type (page 124), (Added this new dimension)
Added descriptions for the following dimensions:

All (page 94)
Empty Hint (page 102)
Resource Group (page 113)
State Reason Hint (page 120)
Preface
New in This Release
Added descriptions of GUID, Start Time, and Handling Attempt Target Start
attributes to the Interaction ID dimension (page 105)
Added a description for the new dimension Queue Type (page 111), which replaces
the Queue attribute of the same name in the Agent\Activity class.
Added a description of Target Last Queue Type attribute to the Target Last Queue
Type dimension (page 121).
Added a description for the Consult Received Accepted Warm Time measure
(page 288).
The Interaction Volume Service Type Trend report was improved to provide an
indication on the x-axis as to whether the reports data points were plotted from
current data or forecast data. See page 56.
Beginning with this release, all hidden universe elements are now described in this
document. Refer to elements that are italicized (as they are also italicized in the
universe) throughout Chapters 2, 3, and 6 for more information.
The data type for the Root ID detail of the Connection ID dimension was changed
from Number to Character. See page 96.
Data Mart Table Column entries were updated for the Reason Code dimension. See
page 112.
Data Mart Table Column entries were updated for the State dimension. See
page 118.
The description of the Agent\Accepted measure is corrected to include accepted

interactions that were initiated by handling resources. See page 212.
Several changes to the GI2 Universe that were made at the time of the 8.1.4 release
were also added to the release 8.1.1. These changes are described under the
heading Changes Introduced in Release 8.1.400 on page 8.
Updated the description of the dimension All (page 94).
Universe Guide
The Agent Interaction Hierarchy Report (page 29) was introduced in this release.
The Agent Social Engagement Report (page 35) and the Social Engagement
Report (page 60) were introduced in this release with supporting universe elements
in the Activity, BA Customer, Activity User Data Example, and BA User Data
Example classes. The Example classes are two of several new, hidden User Data
Example classes that are also introduced in this release. (Hidden classes are not
described in this document.)
Preface
New in This Release
Refer to the Genesys Interactive Insights Users Guide to learn how to activate the
elements for these reports.
Several measures were added to the Customer Perspective Report (see page 44).
The Stop Action dimension (described on page 106) was added to the Interaction
Handling Attempt Report.
The Transfer Detail Report (page 64) is added to the GI2 portfolio with supporting
universe elements in the new Transfer class. See page 86.
The Abandoned Waiting STI and Accepted Agent STI subclasses (page 68) were
moved from the Q Customer class to the Q Customer & Consults class. The Resource
Name dimension was added to the Agent Contact class. See page 71.
The definition of Agent Name dimension was altered for the following reasons:
To make the display of agent names consistent across user prompts and report
values
To address issues with empty agent names being displayed in reports generated
on Microsoft SQL Server platform when a last name is not recorded.
See page 93 for the new definition.
Three dimensions were added to the Service Objects class to improve report
performance when used on Oracle platforms:
Flow Hint ( page 103)
Handling Attempt Hint (page 103)
Transfer Hint (page 123)
The definition of Reason Code dimension was altered to add the new view
RESOURCE_STATE_REASON_GI2.REASON_CODE. See page 112.
The definition of State dimension was altered to add the new view
INTERACTION_RESOURCE_STATE_GI2.STATE_FULL_NAME. See page 118.
The following two reason state conditions were added to the State class:
Agent State Reason PreSetAndDate (see page 132)
Agent State Reason PreSetAndDayAndTimeRange
The conditions have been added to the Agent Details Activity Report and the
Agent State Details Report to further refine the returned dataset and to improve
performance. (Refer to the Report Consideration notes on pages 22 and 36 for
more information).
The following two conditions were added to the Time class:

PreSetDayByName (see page 143)
PreSetDateRangeByName (page 143)
10
Additional information is provided for each measure to indicate whether its value
reflects logical-only interactions or logical and base interactions. See the
discussion beginning on page 162.
The formula for the % Accept Service Level measure in the BA Consults class is
updated to use Offered instead of Entered. See page 176.
Preface
New in This Release
Enhanced the definition of Accepted in a wide variety of measures, beginning on

page 166.
The mechanism by which thresholds are computed was enhanced in this release.
The change affects the configuration of every threshold-based measure in the
universe. Several _80 measures (such as Offered 80) were added to recognize the
thresholds set using 8.1.0- configuration. Refer to Setting Thresholds in the
Reporting and Analytics Aggregates Deployment Guide for more information.
Several reports were modified to include new measures and other improvements:
The underlying query in the Agent Queue Report (page 34) now includes
interactions that did not flow through any queue device.
Several warm-consult agent measures are introduced in this releases and have
been added to the Agent Utilization Report (page 39). In addition, this report is
reorganized to separate consult interactions from customer interactions in two
main tabs of the report.
Several new measures were added to the Campaign Summary Report (page 42)
that provide measurements of call-progress detection activity.
A new tab, Customer & Consults, was added to the Queue Outline report
(page 58) to combine customer interactions that pass through a queue with
consult interactions. Several measures were also added to this report to
quantify why measures were cleared from virtual queueseither because they
were stuck for some other reason.
The % Accept Service Level measure was added to the Summary tab of the
Queue Summary report (page 59).
The Agent Disconnect First measure (page 235) was added to the Agent
Conduct Report (page 21).
Universe Guide
The Interaction Volume Service Type Trend Report (page 56) is introduced in the
8.1.0 release with supporting universe elements in the new Forecast class
(page 76).
Several call-progress detection measures were added to the Contact Attempt class.
See page 75.
The Business Attribute and Queue classes have been reorganized to place all
measures in subclasses. See pages 74 and 82. In addition, several new measures
were added to the Business Attribute and Queue subclasses to provide comparable
measures in each class.
Queue-type details have been added to the Last Queue and Target dimensions to
qualify the type of workbin that performed the processing. See pages 108 and 120.
The Ready measure (page 383) was added to the Summarized State class.
Revenue measures (pages 389390) and customer Satisfaction measures

(pages 391392) were added to the Agent Contact and Handling Attempt classes.
11
Preface
Making Comments on This Document
Other Changes
Other changes, describing the deployment of GI2 and new customization examples,
are provided in the Genesys Interactive Insights 8.1 Deployment Guide and the
Genesys Interactive Insights 8.1 Users Guide respectively.
Making Comments on This Document

If you especially like or dislike anything about this document, please feel free to e-mail
your comments to [email protected].
You can comment on what you regard as specific errors or omissions, and on the
accuracy, organization, subject matter, or completeness of this document. Please limit
your comments to the information in this document only and to the way in which the
information is presented. Speak to Genesys Customer Care if you have suggestions
about the product itself.
When you send us comments, you grant Genesys a nonexclusive right to use or
distribute your comments in any way that Genesys believes appropriate, without
incurring any obligation to you.
12
Chapter
Interactive Insights Reports

Interactive Insights reports and universe elements, which are powered by SAP
BusinessObjects software, constitute one tool to help contact center managers to:
Assess the day-to-day operations of their contact center resources for the routing
and handling of interactions.
Better tune resources to increase utilization and efficiency.
Benchmark key performance indicators of quality and service.
Identify corrective actions to help reduce costs and increase service.
The following sections of this chapter describe the Genesys-provided reports that
summarize mostly interaction- or task-related data:
Listing of Reports, page 14
Description of Form Labels, page 17
Standalone GI2 Reports, page 20
The Interactive Insights reports provide near-real-time and historical data that is
sourced from your Info Mart database, enabling you to view part of the current days
activities after data transformation and aggregation complete. You can schedule reports
to run at a certain time within the current day or you can run them upon demand.
Inherent within each Interactive Insights report is a report cube (saved as a *.wid [Web
Intelligence Document]) that stores the reports definition, the universe objects (for
example, measures and dimensions) that the report uses, and the last report instance
with dataa snapshot of contact center activity the last time that the report was run.
Several Business Objects documents cover various aspects of reports, including the
Building Queries ... documents, Performing On-Report Analysis with Web Intelligence,
Using Functions, Formulas and Calculations in Web Intelligence, and Error Messages
Explained.
Universe Guide
13
Chapter 1: Interactive Insights Reports
Listing of Reports
Listing of Reports
This release of Genesys Interactive Insights (GI2) provides the reports for Genesys
Info Mart.
Listing of Reports, by Folder

Agent Reports
Detail Reports
Agent Conduct Report
Agent Details Activity Report
Agent Group Business Result Report
Agent Login-Logout Details Report
Agent Group Customer Segment Report
Agent State Details Report
Agent Group Interaction Handling Report
Interaction Flow Report
Agent Group Queue Business Attribute Report
Interaction Handling Attempt Report
Agent Group Service Type Report
Transfer Detail Report
Agent Interaction Hierarchy Report
Agent Interval Based Report
Agent Not Ready Reason Code Report
Campaign Callbacks Summary Report
Agent Not Ready Report
Campaign Summary Report
Agent Outbound Campaign Report
Contact List Effectiveness
Agent Queue Report
Agent Social Engagement Report
Agent Summary Activity Report
Agent Utilization Report
Agent Wrap Report
Outbound Contact
Queue Reports
Abandon Delay Report
Interaction Traffic Group Report
Interaction Traffic Report
Queue Outline Report
Business Results Reports
Queue Summary Report
Business Metrics Executive Report
Speed of Accept (hours) Report
Customer Perspective Report
Speed of Accept (seconds) Report
Interaction Volume Business Result Report
Interaction Volume Customer Segment Report
Interaction Volume Service Subtype Report
Interaction Volume Service Type Report
Interaction Volume Service Type Trend Report
Interaction Volume Summary Report
Social Engagement Report

In InfoView, these reports are organized in the Agents, Business Results, Queues,
14
Listing of Reports
Outbound Contact, and Details folders, as shown in Figure 3. The Documentation
folder houses the Genesys Interactive Insights Users Guide, Universe Guide, and
several measure maps that illustrate the relationships between measures.
Figure 3: Interactive Insights Folders and Listing of Most of the Agent Reports
Note: Beginning with the 7.6.2 release, a release-specific subfolder of Interactive

Insights houses the GI2 subfolders. For the initial 7.6.2 release, for example,
this folder is aptly named 7.6.2. This folder structure enables you to maintain
the customizations that you might have applied to previous Interactive Insights
universes. Text references and screen shots that are depicted throughout this
documentation set, however, might omit the folder that contains the release
number or depict a release version that differs from your version.
The Agent reports enable you to gather various contact center statistics that pertain to
monitored agents (configured as Person objects in Configuration Server) who process
voice, chat, SMS, e-mail, social media, and third-party-media type interactions. These
Universe Guide
15
Listing of Reports
statistics include the status of voice DNs that are affiliated with such agents. The Queue
reports enable you to gather data that pertains to interaction flow through monitored
ACD queue, virtual-queue, interaction queue, workbin, and queue-group objects.
(Activity that occurs at routing points is not included in the results of Queue reports.)
Both types of reports enable you to select:
One or more agents (for agent reports) or one or more queue objects (for queuebased reports).
One or more agent groups (for agent reports) or one or more queue groups (for
queue reports).
A cross-section of one or more agents who belong to one or more agent groups (for
agent reports) or one or more mediation DN objects that belong to one or more
queue groups.
The Interaction Volume reports provide statistics that pertain to business results,
customer segment, service type, and/or service subtype business attributes that are set
up in your environment. The Detail reports provide information about agent
summarized states and login details, interaction-handling attempts (including activity
occurring at routing points), and interaction flows from inception to termination.
General Comments About the Reports

Averages. Averages in the reports that report 0 (zero) values indicate either 0 duration
or 0 count. So, for example, an average hold time of 0 could signify either that
interactions were placed on hold for 0 seconds, or that no interactions were placed on
hold at all during the reporting interval.
( HoldTime )- = 0
AvgHoldTime = Activity
----------------------------------------------------Activity ( Hold )
Definition of Queue. The term queue refers to the following mediation DN types:
ACD queue
Virtual queue
Interaction queue
Workbin
Agent workbin
Agent group workbin
Place workbin
Place group workbin
Group Membership. If a resource (for example, an agent or a queue) was added to a

group during the reporting interval, the activities that the resource performed while it
was not a group member are excluded from measurements in the reports. Reports
include only those activities that resources perform while they are part of the group.
Dual Membership. If the configuration of queue groups in your environment enables
queues to belong to more than one queue group, interaction-related activity for a
particular queue will be attributed to all groups of which the queue is a member. Under
16
Description of Form Labels
these circumstances, double counting can resultfor example, the sum of all accepted
interactions for all queue groups might exceed the total number of interactions that are
accepted within the contact center.
The same issues arise with agents who belong to more than one agent group.
Viewing Todays Activities. The accuracy of the reports for viewing the current days
activities depends on when transformation and aggregation completes throughout a
day and how soon after the it completes that you run the reports.
Refer to the Optimal Time to Run Reports section of the Genesys Interactive
Insights 8.1 Users Guide for additional information about the timing of running
reports.

The form labels that are used in this chapter mean the following:
Form Title
Provides the name of the Interactive Insights report.
Class(es)
Lists the classes that are used by measures in the report. Click any of the listed class
names to jump to the Interactive Insights Classes chapter, which provides more
information about the contents of that class.
Measures
Lists the universe measures that are used by the report. Click any of the listed
measures to jump to the Interactive Insights Measures chapter, which provides more
information about that measure.
Note: The tabular sections of reports convert all duration measures to the HH:MM:SS
format. Graphical sections present duration in seconds.

Dimension(s)
Lists the dimensions and details that the body of a report (including column headers)
uses to organize data.
Note: Dimensions other than those that are listed might also be referenced in the
report header.
User Prompts
Universe Guide
Lists the user prompts for which you must specify values in order to qualify the
records that are returned by the reports. Unless otherwise specified, the Media Type and
Tenant prompts are available within all reports and are not listed in the forms. (The
Agent Wrap Report and all Outbound Contact reports pertain only to voice media;
hence, a user prompt for this media types selection is neither necessary nor included.)
The Interaction Type user prompt is also not listed in this area of the form; it is found
in all reports except:
Agent Login-Logout Report
Agent Not-Ready Reason Code Report
17
Report
Considerations
Source Tables
Contact List Effectiveness Report
Provides tips for maximizing the reports usefulness.

Lists the aggregate, dimension, fact tables, and views in the data mart from which the
measures are derived. In addition to the listed objects in this area of the form, all
Interactive Insights reports directly reference the following, which are not listed in the
forms:
DATE_TIME
RELATIVE_RANGE
TENANT
MEDIA_TYPE
INTERACTION_TYPE_GI2 (referenced by all except the Agent State Details report)
Note: The values that are stored in aggregation tables are derived from other tables in
the Info Mart database. This area of the form does not list the underlying
tables. To learn the source of aggregated data, refer to the diagrams for the
following subject areas in the Reporting and Analytics Aggregates 8.1
Reference Manual.
Name of Subject Area
Introduced In
18
For the ... Aggregate Tables

and Views
AG2_AGENT_CAMPAIGN
AG2_AGENT_CAMPAIGN_*
AG2_AGENT_QUEUE
AG2_AGENT_QUEUE_*
AG2_CAMPAIGN
AG2_CAMPAIGN_*
AG2_I_SESSION_STATE
AG2_I_SESS_STATE_*
AG2_I_STATE_REASON
AG2_I_STATE_RSN_*
AG2_I_AGENT
AG2_I_AGENT_*
AG2_AGENT
AG2_AGENT_*
AG2_AGENT_GRP
AG2_AGENT_GRP_*
AG2_ID
AG2_ID_*
AG2_QUEUE
AG2_QUEUE_*
AG2_QUEUE_ABN
AG2_QUEUE_ABN_*
AG2_QUEUE_ACC_AGENT
AG2_QUEUE_ACC_AGENT_*
AG2_QUEUE_GRP
AG2_QUEUE_GRP_*
Identifies the generally available release in which the report was first introduced.
Discontinued In
Drill Down/Drill Up
Identifies the first generally available release in which the report was no longer
available.
Lists the hierarchy levels for which the main report provides meaningful data via drillup and/or drill-down functionality. The time-related hierarchy abbreviates available
levels as S, H, D, M, Q, Y, and * for subhour, hour, day, month, quarter, year, and all
applicable drill paths respectively.
Although the reports are designed for the specific aggregation level(s) that are listed,
the Genesys Info Mart Server aggregate data for additional levels and store them in
dimension tables (or views) that are specific to each level. This, in conjunction with
Business Objects drill-up/drill-down functionality, enables you to see data for all
available aggregation levels except for the week level. (Refer to the Genesys
Interactive Insights 8.1 Users Guide for information about how to customize the
reports to provide week-level reporting.)
Description
Describes the reports purpose and audience. This area also lists the measures for
which Genesys supports and informs you if alternate definitions are available. Print
setup is noted if anything other than landscape orientation on letter-size paper is
required.
Most reports contain more than one report tab to provide a detailed snapshot of contact
center activity as well as a summarized snapshot that usually features one or two key
measures that exemplify deviations from the norm. Where this is the case, this field
describes the content of each tab briefly.
Universe Guide
19
Standalone GI2 Reports

CLASS(ES)
Abandoned Waiting
STI
MEASURES
% Abandoned Waiting ST1

Abandoned Waiting ST1


DIMENSION(S)
Queue
Service Objects
Interaction Type
Media Type
Bound 1
Bound 2
Bound 3
Bound 4
Bound 5
Bound 6
Bound 7
Bound 8
Bound 9
Queue
Tenant Name
TimeRangeKey
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
Queue
(queue_lov)
REPORT CONSIDERATIONS
SOURCE TABLES
For multiple-switch environments that share the same queue names across switches,
refer to the Genesys Interactive Insights 8.1 Users Guide to learn how to customize this
report to recognize a particular switch-queue combination (instead of the queue alone) to
retrieve the desired results.
This report contains two custom formulas (Abandoned ST10 - ST20 and Abandoned STI
[different from Abandoned ST1]) that are derived from measures in the universe. These
custom measures are specific to this report onlythey do not reside in the universe.
AG2_QUEUE_ABN_*
AGR_SCFG
GROUP_
RESOURCE_Q
RESOURCE_GROUP_
COMBINATION
This report relies heavily on the configuration of thresholds in your environment. In

release 8.1.1, the mechanism by which thresholds are computed was enhanced. Refer to
Setting Thresholds in the Reporting and Analytics Aggregates Deployment Guide for
more information.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
QQ Group
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report gauges service quality by indicating how many interactions were abandoned (or disconnected), as
well as the percentage of interactions that were abandoned, while the interactions were queued at a specific queue. The
Summary tab charts the percentage of abandoned interactions by service time interval, in chart format. The report provides a
legend of the service time intervals for 10 abandon thresholds. The report categorizes each abandoned interactionplacing
it into one of 10 configurable time bucketsto provide details about how long customers waited at a specific mediation DN
before they chose to abandon the interaction.
The time buckets are shown in the legend above the report in ranges of seconds. The tenth bucket is defined by a report
variable (Abandoned ST10 - ST20) that amalgamates the 10th through 20th service time intervals. The Abandoned STI variable
amalgamates all service time intervals.
20

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Abandoned Inviting
Accepted
Agent Disconnect First
Avg Handle Time
Avg Hold Time

Avg Wrap Time
Consult Initiated
Rejected
Responses
Short
Agent Group
Agent Name
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Hour
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Report Date
N/A
From Hour
(hour_lov)
To Hour
(hour_lov)
7.6.2
Agent Group
(agentgroup_lov)
SOURCE TABLES
This report uses three queriestwo, to populate the agent and agent-group
report tables on the Main tab and a third query for the Summary tab. The values
you specify at the Agent user prompt do not apply to the agent-group table.
INTRODUCED IN
Agent
(agentname_lov)
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Agent GroupAgent
Ixn TypeIxn Subtype
H-D-M-Q-Y
AG2_AGENT_*
GROUP_
RESOURCE_
RESOURCE_GI2
RESOURCE_GROUP_COMBINATION
DESCRIPTION
The Main tab of this report pits agent performance in handling interactions against the agents group, focusing on a few
specific measures that demonstrate the possible mishandling of interactionsa high number of unaccepted interactions,
excessive hold and after-call work (wrap) times, and shorter-than-usual engage (talk) durations with customers. The Summary
tab provides three graphs to plot, by agent, the number of interactions that were abandoned while alerting at the agents DN,
the number of interactions that fall within the short-talk threshold, and the number of interactions that were rerouted from the
agents DN because the agent did not accept them. These measures provide measures of relative performance, and you
should analyze them carefully before drawing conclusions or taking corrective action.
Genesys supports customization of the Avg Handle Time measure to align its definition with your business. For the supported
alternate definition, open the properties of this measure in Designer and read the technical information on the Source
Information tab.
In the 8.0 release, the Consult Initiated measure replaced the Consult Received Accepted measure.
Universe Guide
21

CLASS(ES)
MEASURES
Agent Detail
DIMENSION(S)
Media Type
Ixn State
Duration
Additional Info
End Timestamp
Interaction Type
Source Code
Start Timestamp
State
State
Duration
End Timestamp
Interaction Type
Reason Code
Source Code
Start Timestamp
State
End Timestamp
Session Key
Start Timestamp
Service Objects
Session
Tenant Name
Active Time
Active
Start/End Time
Agent
(agentnamesingle_lov)
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
SOURCE TABLES
Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest range
that satisfies your report criteria. The default date selections span one day.
Because this report weaves in the results from several Info Mart FACT tables to
recount the story of the agents activities, some of the reports records hold null
values for columns that do not apply. For example, interaction types do not apply
to agent status; therefore, no values will appear under the Interaction Type
column for agent-state (or agent-session) records.
INTERACTION_RESOURCE_FACT_GI2
INTERACTION_RESOURCE_STATE
IXN_RESOURCE_STATE_FACT_GI2
RESOURCE_
RESOURCE_STATE
RESOURCE_STATE_REASON
SM_RES_SESSION_FACT_GI2
SM_RES_STATE_FACT_GI2
SM_RES_STATE_REASON_FACT_GI2
Many column headers are generated from variables.

Data pertaining to interaction states is pulled directly from the Info Mart database. Refer to the Understanding the GI2 Universe chapter in the Interactive
Insights Users Guide for a discussion of how GI2 reflects Genesys Info Mart
interaction states in the names of Interactive Insights measures.
Refer to The SM_RES_STATE_FACT Table in the Genesys Info Mart Users
Guide for special considerations regarding very-short duration (>0 and <1sec)
states.
Beginning with 8.1.100.20, this report includes the Agent State Reason PreSetAndDayAndTimeRange condition which further refines the returned dataset
to include only those records whose reason states began within the range of
dates specified by the report.
INTRODUCED IN
8.0.0
22
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
None

DESCRIPTION
This report provides a chronological breakdown of the activities of one agent over a period of time that you specify including:
The timestamp and duration of the agents active (login) session.
The collective status of the agents devices or DNs (for example, Ready, NotReady, or Busy), when each status began for
that DN, and its duration.
The interaction state when it was offered to or being processed by the agent.
The Agent Summary Activity Report complements this report summarizing the durations of agent sessions, agent states, and
interaction states over one day.
For interaction-related rows, hyperlinks appear in the Additional Information column which, when clicked, open the
Interaction Handling Attempt Report to provide a broader picture of the interactions life from the perspective of the interaction. For those rows related to agent status, the Additional Information column provides the reason code selected for why
the agent was in a particular stateif software and/or hardware reason codes are configured within your environment.
Universe Guide
23

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
% Transfer Initiated
Accepted
Avg Consult Received Time
Avg Engage Time
Avg Handle Time
Avg Hold Time
Avg Wrap Time

Consult Received
Accepted
Consult Received Time
Engage Time
Handle Time
Hold Time
Responses
Revenue
Transfer Initiated
Wrap Time
Agent Group
Business Result
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Business Result
(businessresult_lov)
Agent Group
(agentgroup_lov)
SOURCE TABLES
For this report to provide meaningful results, your environment must configure
business results and, optionally, revenue. Each business result has its own
user-defined threshold, which is controlled by the business resultrelated keyvalue pairs that are configured in the attached userdata mapping (ccon_adata_
spec_GIM_example.xml).
AG2_AGENT_GRP_*
GROUP_
INTERACTION_DESCRIPTOR
RESOURCE_
Note: In practice, business results are typically attached to an interaction after

the interaction has ended. The Genesys Info Mart Server cannot support this
scenario for Genesys Info Mart releases prior to release 7.6.004.
If the configuration of business result-related key-value pairs changes during
the interaction, this report reflects only the last business result that is in effect
when the agent finishes handling the interaction.
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Agent GroupAgent
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes various aspects of agent performance by the agent groups to which they belong and
by business result with respect to interactions that are received within the contact center during a range of days that you
specify. The Summary tab charts two stories that depict (1) the total number of interactions that are received by business result
and day and (2) the total number of interactions that are received by agent group and day. Metrics include interactions that
are routed from a routing strategy or mediation DN, routed directly from the switch, or transferredprovided that the agent
receives the interaction.
The Consult measures pertain to consultation requests that an agent receives; they exclude the counts and durations of
consultation requests that the agent makes. The same is true for the Handle measures, which include the durations of
consultations that the agent receives.
Printing the main tab of this report requires tabloid-size paper (11 x 17).
Genesys supports customization of two of this reports measuresAvg Handle Time and Handle Timeto align them with
your businesss own definition of these terms. For the supported alternate definition(s), open the properties of these
measures in the universe and read their descriptions.
24

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Accepted
Avg Engage Time
Avg Handle Time
Avg Hold Time

Avg Wrap Time
Consult Received
Accepted
Engage Time
Handle Time
Hold Time
Responses
Transfer Initiated
Wrap Time
Agent Group
Customer
Segment
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Customer Segment
(customersegment_lov)
Agent Group
(agentgroup_lov)
SOURCE TABLES
customer segments. Each customer segment has its own user-defined
threshold, which is controlled by the customer segment-related key-value pairs
that are configured in the attached userdata mapping (ccon_adata_spec_GIM_
example.xml by default).
AG2_AGENT_GRP_*
GROUP_
RESOURCE_
If the configuration of customer-segment key-value pairs changes during the

interaction, this report reflects only the last customer segment that is in effect
when the agent finishes handling the interaction.
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Agent GroupAgent
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes agent-group performance by customer segment with respect to interactions that are
received within the contact center during a range of days that you specify. The Summary tab charts two stories that depict
(1) the total number of interactions that are received by customer segment and day and (2) the total number of interactions
received by agent group and day. Metrics include interactions that are routed from a routing strategy or mediation DN, routed
directly from the switch, or transferredprovided that the agent receives the interaction.
The Consult measures pertain to consultation requests that an agent receives; they exclude the counts and durations of
consultation requests that the agent makes. The same is true for the Handle measures, which include consult counts and
durations.
Genesys supports customization of two of this reports measuresAvg Handle Time and Handle Timeto align them with
your businesss own definition of these terms. For the supported alternate definition(s), open the properties of these measures in the universe and read their descriptions.
Universe Guide
25

CLASS(ES)
Activity
MEASURES
% Transfer Received
Accepted
Accepted
DIMENSION(S)
Avg Engage Time

Avg Handle Time
Avg Hold Time
Avg Wrap Time
Responses
Transfer Initiated
Transfer Received
Accepted
Agent Group
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
SOURCE TABLES
None
INTRODUCED IN
7.6.0
Agent Group
(agentgroup_lov)
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Agent GroupAgent
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
AG2_AGENT_GRP_*
GROUP_
DESCRIPTION
The Main tab of this report enables supervisors to monitor the interaction-processing performance of one or more groups of
agents during a range of days that you specify. The Summary tab focuses on two aspects of interaction processingthe total
number of interactions where a transfer is initiated and the total number of interactions that are received by agent group. Use
this information to determine which agent groups are transferring too many interactions. The summary also provides the top
and bottom 10% ranking of agent groups, with respect to the number of interactions that are received. Interaction processing
(or handling) involves accepting interactions, placing interactions on hold, consultations, transfers, after-call work, and conversing with customers.
This report rolls up the activities for all DNs that are associated with each member agent, to compute the groups overall
activity. So, for example, instead of averaging each group members time in customer engagement, Avg Engage Time relates
the sum of the total durations that each group member spent engaged with customers on each of the members DNs to the
total number of interactions that the group collectively received. This report does not display a separate column for average
consult time (which is included in the derivation of the Avg Handle Time measure) as it does for the other components of Avg
Handle Time.
Genesys supports customization of the Avg Handle Time measure to align it with your businesss own definition of this term.
For the supported alternate definition(s), open the properties of this measure in the universe and read its description.
Note: This report was previously named Agent Group Inbound Call Handling Report.
26

CLASS(ES)
Activity
MEASURES
Accepted
Offered
DIMENSION(S)
Transfer Initiated
Transfer Received
Accepted
Agent Group
Business Result
Customer Segment
Interaction Type
Media Type
Queue
Service Type
Service Objects
Tenant Name
Time
Month
USER PROMPTS
Agent Group
(agentgroup_lov)
Queue
(queue_lov)
Start/End Date
N/A
Business Result
Customer Segment
SOURCE TABLES
Refer to page 16 for issues related to group membership of resources.

INTRODUCED IN
8.0.0
Service Type
(servicetype_lov)
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Agent GroupAgent
SrvcSrvc Subtype
Ixn TypeIxn Subtype
QQ Group
S-H-M-Q-Y
AG2_AGENT_QUEUE_MONTH
GROUP_
RESOURCE_
RESOURCE_GROUP_
COMBINATION
DESCRIPTION
This report summarizes how interactions were characterized either by the system or by the agents who accepted and/or
transferred them (via the group to which the agents belonged), by the queue-type device through which the interactions were
distributed, by the interactions media type (i.e., voice, chat) and interaction type (i.e., inbound, internal), and by each monthlong period throughout the designated reporting interval. Drilled results are provided only for month- or higher-level aggregations and for queue to queue group (and vice versa) actions. This report illustrates how agent-activity results can be categorized by a wide range of dimensions.
Universe Guide
27

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Accepted
Avg Consult Received
Time
Avg Engage Time
Avg Handle Time
Avg Hold Time

Avg Wrap Time
Consult Received
Accepted
Consult Received
Time
Engage Time
Handle Time
Hold Time
Responses
Transfer Initiated
Wrap Time
Agent Group
Interaction Type
Media Type
Service Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Service Type
(servicetype_lov)
Agent Group
(agentgroup_lov)
SOURCE TABLES
For this report to provide meaningful results, your environment must configure service types. Each service type has its own user-defined threshold,
which is controlled by the service-related key-value pairs configured in the
attached userdata mapping (by default, ccon_adata_spec_GIM_
example.xml).
AG2_AGENT_GRP_*
GROUP_
If the configuration of service-type key-value pairs changes during the

interaction, this report reflects only the last service type that is in effect when
the agent finishes handling the interaction.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Agent GroupAgent
SrvcSrvc Subtype
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes agent-group performance by service type with respect to interactions that are
received within the contact center during a range of days that you specify. The Summary tab charts two stories that depict
(1) the total number of interactions that are received by service type and day and (2) the total number of interactions that are
received by agent group and day. Measures include interactions that are routed from a routing strategy or mediation DN,
routed directly from the switch, or transferredprovided that the agent receives the interaction.
The Consult measures pertain to requests for consultation that the agent receives; they exclude the counts and durations
of consultation requests that the agent makes. The same is true for the Handle measures, which include consult counts and
durations.
Printing the Main tab of this report requires tabloid-size paper (11 x 17).
Genesys supports customization of two of this reports measuresAvg Handle Time and Handle Timeto align them
with your businesss own definition of these terms. For the supported alternate definition(s), open the properties of these
measures in the universe and read their descriptions.
28

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Accepted
Accepted Thread
Accepted Unique
Avg Handle Time

Offered
Responded Unique
Responses
Agent Name
Activity User Data

Example
Category
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start/End Date
N/A
Category
(servicetype_lov)
8.1.1
Agent
(agentname_lov)
SOURCE TABLES
For this report to provide meaningful results, your environment must configure category userdata.
INTRODUCED IN
Agent Group
(agentgroup_lov)
DISCONTINUED IN
DRILL UP/DRILL DOWN
N/A
Agent GroupAgent
S-H-D-M-Q-Y
AG2_AGENT_*
GROUP_
RESOURCE_GI2
USER_DATA_GEN_ES
DESCRIPTION
The Main tab of this report depicts the hierarchy of interactions that were offered to agents identifying the nature of the
accepted interactions and responses as threaded, logical, or base interactions. Refer to Logical/Base/Threaded Interactions
on page 162 for more information.

CLASS(ES)
Interaction State
MEASURES
DIMENSION(S)
% Consult Received Time

% Engage Time
% Hold Time
% Ixn Wrap Time
Accepted
Consult Received
Accepted
Consult Received
Time
Engage Time
Hold
Hold Time
Ixn Wrap
Ixn Wrap Time
Interaction Type
Service Objects
Tenant Name
State and Reason
Agent Name
Media Type
Summarized State
Active Time
Time
Hour
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Universe Guide
Report Date
N/A
From Hour
(hour_lov)
To Hour
(hour_lov)
Agent Group
(agentgroup_lov)
Agent
(agentname_lov)
29

SOURCE TABLES
This report provides results based on hour-level aggregation.

Refer to page 16 for issues related to group membership of resources.
INTRODUCED IN
7.6.0
DISCONTINUED IN
DRILL UP/DRILL DOWN
N/A
Ixn TypeIxn Subtype

S-H
AG2_I_AGENT_*
AG2_I_SESS_STATE_*
GROUP_
RESOURCE_GI2
DESCRIPTION
This report generates a snapshot of agent interaction-processing activities during a range of hours that you specify within a
particular day. This report is useful to those who manage contact center operations enabling them to view key performance
indicators that are related to the agents they supervise and to assess agent productivity. No distinction is made between
interactions that are routed directly from a switch and those that are routed via a mediation DN object.
This is an interval-based report, which means that counts and durations for the bulk of measures are recognized in each
interval in which interactions occur, regardless of when the interaction began or ended.

CLASS(ES)
MEASURES
DIMENSION(S)
Agent Detail
Session
Agent Name
Media Type
Active Time
End Timestamp
Start Timestamp
Service Objects
Tenant Name
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Report Date
N/A
From Hour
(hour_lov)
To Hour
(hour_lov)
7.6.0
Agent
(agentname_lov)
SOURCE TABLES
The default date selection for this report is Today. Refer to the Optimal Time to
Run Reports section of the Genesys Interactive Insights 8.1 Users Guide for
information about running near-real-time reports.
INTRODUCED IN
Agent Group
(agentgroup_lov)
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
GROUP_
RESOURCE_GI2
SM_RES_SESSION_FACT_GI2
None
DESCRIPTION
This report shows the times when agents logged in and out and the duration of each login session during a range of hours
that you specify within a day. The report displays the timestamps in the tenants standard time zone. If an agent logs in to
multiple DNs, the duration of the agents overall login session, which is captured by the Active Time measure, begins with the
first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer)
and is not forcibly logged out by the system, login duration is split over each calendar day.
30

CLASS(ES)
MEASURES
DIMENSION(S)
Service Objects
Tenant Name
State and Reason
Agent Name
Media Type
Reason Code
Summarized State
% Not Ready Reason Time

% Not Ready Time
Not Ready Reason

Count
Not Ready Reason

Time
Not Ready Time
Time
Hour
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Report Date
N/A
From Hour/
To Hour
(hour_lov)
Agent Group
(agentgroup_lov)
Agent
(agentname_lov)
Reason Code Type

(reasontypecode_lov)
SOURCE TABLES
For this report to be useful, your environment must both configure hardware
and/or software reason codes, and enable contact center operators to
assign hardware- or software-related reasons for placing their voice-specific
DNs in a NotReady state. Refer to the Configuring NotReady Reasons and
Work Modes in the Genesys Desktop 8.x Deployment Guide for details.
The Reason Code column of this report provides both the reason code key
of the agents not-ready state as well as the keys value. You can customize
this report to display only the keys value if values are distinct in your environment.
AG2_I_SESS_STATE_*
AG2_I_STATE_RSN_*
GROUP_
RESOURCE_GI2
RESOURCE_STATE
Software reason codes have a higher priority than hardware reason codes.
When reason codes of both types occur simultaneously, Genesys Info Mart
records the software reason to the Info Mart database.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
S-H
DESCRIPTION
The Main tab of this report provides counts, durations, and percentages for each NotReady reason code during the range of
hours that you specify within a particular day. The Summary tab, in four charts, ranks:
The top five reasons (reason codes) that are used by agents cumulatively for entering the NotReady state.
The top five longest durations that are associated with the reasons that agents placed their devices in the NotReady state.
The top and bottom five agents who had the greatest and least percentage of their active time attributed to the NotReady
state.
Each tab uses one or more queries to retrieve results. The reason codes that are provided by this report are not necessarily
tied to specific interactions.
Universe Guide
31

CLASS(ES)
MEASURES
DIMENSION(S)
Summarized State
% Not Ready Time
Active Time
Not Ready Time
Interaction State
% Not Ready In Time

% Not Ready Out Time
Not Ready In
Not Ready In Time
Not Ready Out

Not Ready Out Time
Interaction Type
State and Reason
Agent Name
Media Type
Time
Hour
Service Objects
Tenant Name
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Report Date
N/A
From Hour
(hour_lov)
To Hour
(hour_lov)
Agent Group
(agentgroup_lov)
Agent
(agentname_lov)
SOURCE TABLES
This report provides meaningful data for the In and Out measures only if the
ICON application that is supplying data to the Info Mart database is configured to recognize uninterrupted ACW and NotReady states (gls-enable-acwbusy).
AG2_I_AGENT_*
AG2_I_SESS_STATE_*
GROUP_
RESOURCE_GI2
In situations where agents indicate they are ready when in fact they are handling calls, the % Not Ready In Time and % Not Ready Out Time measures
may exceed 100%.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Ixn TypeIxn Subtype

S-H
DESCRIPTION
The Main tab of this report enables supervisors to monitor the counts, durations, and percentages of calls that are made
and received by an agent, while that agents state is NotReady, during a range of hours that you specify within a particular
day. The Summary tab plots each agents percentage of time that the agent was in the NotReady state and provides two
tables that rank the top and bottom 10% of agent NotReady duration.
The Active Time and Not Ready Time measures were added to this report in the 7.6.2 release.
32

CLASS(ES)
Agent Contact
MEASURES
Avg Engage Time

Avg Handle Time
Avg Hold Time
DIMENSION(S)
Avg Preview Time

Avg Wrap Time
Engage Time
Hold Time
Preview Time
Wrap Time
Agent Name
Business Result
Campaign
Interaction Type
Media Type
Time
Day
Service Objects
Tenant Name
USER PROMPTS
Pre-set Day Filter

(daterange_lov)
Report Date
N/A
Business Result
8.0.1
Agent
(agentname_lov)
Agent Group
(agentgroup_lov)
SOURCE TABLES
This report is valid only when Genesys Outbound Contact Server is deployed
within the environment.
INTRODUCED IN
Campaign
(campaignname_lov)
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
AgentAgent Group
D-M-Q-Y
AG2_AGENT_CAMPAIGN_*
CAMPAIGN
GROUP_
RESOURCE_GI2
DESCRIPTION
This report provides total and average durations of call-handling activities for agents who participate in outbound campaigns.
Universe Guide
33
Agent Queue Report

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Accepted
Avg Engage Time
Avg Handle Time
Avg Hold Time

Avg Wrap Time
Engage Time
Hold Time
Wrap Time
Agent Name
Interaction Type
Media Type
Queue
Queue Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start
Date
N/A
End Date
N/A
Queue Group
Queue
(queuegroup_lov)
(queue_lov)
Agent Group
Agent
(agentgroup_lov)
(agentname_lov)
SOURCE TABLES
For multiple-switch environments that share the same queue names

across switches, refer to the Genesys Interactive Insights 8.1 Users
Guide to learn how to customize this report to recognize a particular
switch-queue combination (instead of the queue alone) to retrieve the
desired results.
AG2_AGENT_QUEUE_*
GROUP_
RESOURCE_GI2
This report also provides results for interaction-flow scenarios where the
interactions do not flow through any queue device.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
AgentAgent Group
QQ Group
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report enables supervisors to monitor the interaction-processing performance, as it relates to interactions, of an agent (or all agents) by the queue from which interactions were distributed during a range of days that you specify. The Summary tab provides a three-dimensional chart that plots average handle time by agent and by queue (or virtual
queue). The summary tables below this chart provide the top and bottom 10% of agents who have the longest and shortest
average hold times. Interaction processing (or handling) involves accepting interactions, placing calls on hold, consultations,
transfers, after-call work, and conversing.
Notes:
Prior to the 7.6.1 release, this report referenced the .. by VQ versions of each measure (for example, ACW Time by VQ instead
of ACW Time). In the 7.6.1 release, these measures were consolidated into their base measures. In addition, the Handle Time
by VQ measure was dropped altogether from this report.
This report was previously named Agent Inbound Call Handling VQ Report.
34

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Accepted
Avg Actionability Score
Avg Influence Score

Avg Sentiment Score
Agent Name
Media Type
Activity User Data

Example
Category
Classify Actionability
Category
Classify Sentiment
Category
Influence Category
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Category
(categoryname_
lov)
Start/End Date
N/A
Influence Category
(influencecatego
ryname_lov)
Agent Group
Agent
(agentgroup_lov)
(agentname_lov)
8.1.1
Category
(clactionabilitycategor
yname_lov)
SOURCE TABLES
sentiment, influence, and actionability social-media business attributes. Refer
to Using Attached Data in the Interactive Insights Users Guide for more
information.
INTRODUCED IN
Classify Sentiment Category

(clsentimentcatego
ryname_lov)
DISCONTINUED IN
N/A
AG2_AGENT_*
RESOURCE_GI2
USER_DATA_GEN_ES
DRILL UP/DRILL DOWN
AgentAgent
Group
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report provides the average social-media scores of interactions for each configured standard response or
category by agent. The Summary tab looks at two of these KPIssentiment and influence scoresand charts their averages
against all accepted interactions.
Universe Guide
35

CLASS(ES)
MEASURES
DIMENSION(S)
Agent Detail
Agent Name
Media Type
Service Objects
Tenant Name
State
Duration
Reason Time
Active Reason
Active State
Reason Code
Reason Timestamp
Start Timestamp
State
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Report Date
N/A
From Hour/
To Hour
(hour_lov)
Agent Group
(agentgroup_lov)
Agent
(agentname_lov)
Reason Code Type

(reasontypecode_lov)
SOURCE TABLES
Your environment must configure hardware and/or software reason codes for
this report to provide reason codes that might be associated with an agents
state. When configured, one report instance will provide either hardware- or
software-related reasons, but not both in the same report.
And, if this report is to provide uninterrupted ACW and NotReady state details,
you must appropriately configure the underlying ICON application supplying
data to Genesys Info Mart (gls-enable-acw-busy).
GROUP_
RESOURCE_GI2
RESOURCE_STATE
SM_RES_STATE_FACT_GI2
SM_RES_STATE_REASON_FACT_GI2
Refer to The SM_RES_STATE_FACT Table in the Genesys Info Mart Users

Guide for special considerations regarding very-short (>0 and <1 sec) duration
states.
The Active column is a report variable based on the values of the Active Reason and Active State dimensions.
Beginning with 8.1.100.20, this report includes the Agent State Reason PreSetAndDate condition which further refines the returned dataset to include
only those records whose reason states began within the range of dates specified by the report.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
None
DESCRIPTION
This report displays the timestamps and durations of the various agent-state changes during a range of hours that you specify
within a given day. This information enables supervisors to track how an agent spent his or her time in various noncall-related
states and to make assessments about how well this time was spent. If a hardware- or software-related reason was logged for
any state, this informationeither a hardware- or software-related reasonalso appears in the report. Use this report for
monitoring an agent's noncall-related activities, especially under those circumstances in which the agent is paid by the minute.
If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, state
duration is split over each calendar day.
36

CLASS(ES)
MEASURES
DIMENSION(S)
Summarized State
% Busy Time
% Occupancy
% Not Ready Time
% Ready Time
% Unknown State Time

% Wrap Time
Active Time
Busy Time
Not Ready Time

Ready Time
Unknown State Time
Wrap Time
Interaction State
% Consult Received
Time
% Engage Time
% Hold Time
% Invite Time
% Ixn Wrap Time
Engage Time
Hold Time
Invite Time
Ixn Busy Time
Ixn Wrap Time
Interaction Type
State and Reason
Agent Name
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daydaterange_lov)
Start/End Date
N/A
Agent
(agentname_lov)
Agent Group
(agentgroup_lov)
SOURCE TABLES
This report provides results based on day-level aggregation. Drill-up functionality is

supported with the limitation that measures are not additive; drill-down results, on
the other hand, are fully supported.
This report contains a custom formula (Offset) that is derived from measures in
the universe. This custom measure is specific to this report only; it does not reside
in the universe.
AG2_I_AGENT_*
AG2_I_SESS_STATE_*
GROUP_
RESOURCE_GI2
The Ixn Busy Time and Busy Time measures will only be equal in the scenario
where the agent initiates a call and conducts no after-call work for the interaction.
Refer to the descriptions of these measures for further details.
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
S-H-D
DESCRIPTION
On the Active Time tab, this report provides a high-level breakdown of the duration of the different states that an agent can
be in (Ready, Not Ready, Busy, and Unknown) for a specific media type, fully accounting for the agents total active time
(logged-in time) for that media. A custom measure, Offset, reflects the difference between the agents active time and all
other state durations. This measure can be negative as it compensates for any overlapping durations that may be captured by
the Wrap Time, Engage Time, and Not Ready Time measures* and as well as after-call work (wrap) durations that are not affiliated with any call. Offset is meant to highlight those overlapping durations. It might or might not be useful depending on
how your contact center/agent system is configured. The % Active Time tab provides the same information as the Active
Time tab providing percentages of active time instead of the amount of time spent in each state.
The Interaction Time tab of this report further breaks down the portion of the agents active time that the agent is busy
processing interactions.The % Interaction Time tab provides the same information as the Interaction Time tab providing
percentages of busy time instead of the amount of time spent in each interaction state.
Universe Guide
37

DESCRIPTION (CONTINUED)
Contact center managers can use this report to obtain snapshots of agent states for a given day and to assess agent
productivity for interactions that begin and end during the given day. For those interactions that endure over several days (for
example, e-mail) and for shorter-spanned interactions that happen to cross day boundaries (for instance, a 10-minute chat
session that begins five minutes to midnight), this report provides only that portion of state and interaction-processing
durations that can be attributed to the specified day in which the state or interaction began. This aspect of cropping durations
along the reports time interval boundaries differentiates this report from the Agent Utilization Report, which contains both disposition-based measures (summarizing agent activity over the reporting interval) and interval-based measures (providing a
synopsis of agent status). The Agent Details Activity Report complements this report, breaking down the durations of agent
sessions, agent states, and interaction states and providing timestamps when status changed.
Other differentiating features of this report include:
1) A more complete breakdown of an agents logged-in time.
2) A visual presentation (in the reports column headers) that illustrates how different measures contribute to an agents idle
and busy time.
Genesys supports customization of the % Occupancy measure to align it with your businesss own definition of this term. For
the supported alternate definition(s), open the properties of this measure in the universe and read its description.
*. Overlap may result if agents make or receive a call while their telephony device is in Not Ready or ACW state and
the underlying ICON application supplying data to the Info Mart database is configured to recognize uninterrupted
Not Ready and ACW states. In this situation, both:
Not Ready Time and Engage Time or
Wrap Time and Engage Time
is incremented, resulting in double counting.
38

CLASS(ES)
Activity
MEASURES
DIMENSION(S)
Accepted
Avg Consult Initiated Time
Avg Consult Received Warm
Time
Wrap Time
Avg Consult Received Wrap
Time
Avg Engage Time

Avg Handle Time
Avg Hold Time
Avg Wrap Time
Conference Initiated
Conference Received
Accepted
Consult Initiated
Consult Received
Accepted
Consult Received
Accepted Warm
Consult
Responses
Hold
Not Accepted
Offered
Responses
Transfer Initiated
Agent Name
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Agent Group
(agentgroup_lov)
Agent
(agentname_lov)
SOURCE TABLES
Although the main tab of this report enables you to drill beyond day-level
aggregation, drill-up/drill-down results are supported only for subhour-to-hourto-day or day-to-hour-to-subhour operations.
AG2_AGENT_*
GROUP_
RESOURCE_GI2
Drilling on the summary report is intentionally disabled.

INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
AgentAgent Group
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The two main tabs of this report, Customer and Consult, summarize agent performance with respect to the customer and
consults interactions that are processed within the contact center for a range of days that you specify. The Summary tab charts
the percentage of interaction acceptance by agent and provides two tables that highlight the top and bottom 10%. Measures
in the main report include the total number of interactions that were accepted, staffed time, not-busy time, and averagesall
of which include interactions from a mediation DN object and those directly routed from a switch.
Although the Avg Engage Time and Avg Handle Time measures provide an indication of how effective an agent is in terms of
customer service and handling interactions, these measures must be analyzed within the scope of the agents group. For
example, results might show that a Tier 3 Technical Support agent has a higher average engagement time than the front-line
agent who initially handled the interaction and routed it to the higher tier for further analysis. Indeed, the higher average
across groups in this scenario might indicate the quality or complexity of service that is provided, rather than the proficiency of
the agent in processing interactions.
In the 7.6.1 release, the % Hold Time measure was dropped from this report.
In the 8.0.0 release, the following measures were dropped from this report and a few measures were added:
% Not Ready Time
% Occupancy
% Ready Time
Active Time (formerly Login Time)
Not Ready Time

Ready Time
In the 8.1.0 release, the Consult Received Time measure was dropped from this report.
Universe Guide
39
Agent Wrap Report

CLASS(ES)
MEASURES
DIMENSION(S)
Summarized State
% Wrap Time
Active Time
Wrap Time
Interaction State
% Wrap In Time
% Wrap Out Time
Wrap In
Wrap In Time
Wrap Out
Wrap Out Time
Interaction Type
State and Reason
Agent Name
Service Objects
Tenant Name
Time
Hour
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Report Date
N/A
From Hour
(hour_lov)
To Hour
(hour_lov)
Agent
(agentname_lov)
Agent Group
(agentgroup_lov)
SOURCE TABLES
This report provides meaningful data for the Wrap In and Wrap Out measures
only if the ICON application supplying data to the Info Mart database is configured to recognize uninterrupted ACW and NotReady states (gls-enable-acwbusy).
AG2_I_AGENT_*
AG2_I_SESS_STATE_*
GROUP_
RESOURCE_GI2
Although this report allows you to drill beyond day-level aggregation, drill-up /
drill-down results are supported only for subhour-hour-to-day or day-to-hoursubhour operations.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
AgentAgent Group
Ixn TypeIxn Subtype
S-H-D
DESCRIPTION
The Main tab of this report enables supervisors to monitor the after-call work (wrap) call-related activities that an agent (or
agent group) performs after processing calls and during a range of hours that you specify within a particular day. This report
displays a roll-up of data that is related to the number, duration, and percentage of calls that were made and received while
the DNs that are associated with the agent were in ACW state (WORKMODE=WRAP). The Summary tab plots each agents actual
ACW time during the reporting interval and provides two tables that rank the agents who spent the least (fastest 10%) and
most (slowest 10%) amount of time in ACW mode. This report does not apply to other than voice media types.
The Wrap In and Wrap Out percentage measures relate to the overall ACW duration for all activitiesboth call- and non-callrelatednot to the duration of the agents login session. Measurements do not differentiate between whether interactions are
routed directly from a switch or via a mediation DN.
This report is especially useful for viewing the progress of new agents as they make more (or fewer) calls to complete aftercall work than more established agents. With this data, you can determine whether you need to fine-tune Genesys Info Mart
configuration to, for instance, send more information about a customer (that is, attached data) to the agents desktop.
The % Wrap Time and Active Time measures were added to this report in the 7.6.2 release.
Refer to Appendix B, Interactive Insights Report Queries on page 431 for a sample report query that Web Intelligence
generates.
40

CLASS(ES)
BA Customer
MEASURES
DIMENSION(S)
% First Response Time

Service Level
Entered with Objective
Business Attribute
Business Result
Customer
Segment
Media Type
Service Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Customer Segment
7.6.2
Service Type
(servicetype_lov)
SOURCE TABLES
business results, customer segments, and service types. Each attribute has its
own user-defined threshold, which is controlled by the related key-value pairs
configured in the attached userdata mapping (by default, ccon_adata_spec_
GIM_example.xml).
INTRODUCED IN
Business Result
DISCONTINUED IN
N/A
AG2_ID_*
INTERACTION_DESCRIPTOR_GI2
DRILL UP/DRILL DOWN
SrvcSrvc Subtype
Agent GroupAgent
S-H-D-M-Q-Y
DESCRIPTION
This report consists of three Summary tabs that highlight exceptions to service level by business result, customer segment, and
service type for those interactions that have defined a baseline service objective that is greater than zero. Each tab uses its
own query to retrieve results. This report is targeted to audiences that are outside of the immediate contact center so that they
are aware of the performance of the contact center. The Entered with Objective measure is superimposed over each graph
to enable report analyzers to gauge service level within the perspective of the total number of interactions that were offered to
resources by day over the reporting interval. The charts are slightly different from those that are presented in the Summary tabs
of the Interaction Volume Business Result, Interaction Volume Customer Segment, and Interaction Volume Service Type
reports that provide service level by business attribute instead of by time.
Genesys supports customization of the % First Response Time Service Level measure to align its definition with your business. For the supported alternate definition, open the properties of this measure in Designer and read its technical information
on the Source Information tab.
Universe Guide
41

CLASS(ES)
Contact Attempt
MEASURES
DIMENSION(S)
Callbacks Completed
Callbacks Missed
Callbacks Scheduled
Personal Callbacks Completed

Personal Callbacks Missed
Personal Callbacks Scheduled
Campaign
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Campaign
(campaignname_lov)
SOURCE TABLES
INTRODUCED IN
8.0.1
DISCONTINUED IN
AG2_CAMPAIGN_*
CAMPAIGN
DRILL UP/DRILL DOWN
N/A
D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes the total number of callbacks that were processed by the contact center, breaking
them down into the total number scheduled, missed, and completed for each day of the reporting period and distinguishing
personal callbacks from nonpersonal ones. The reports design internally filters the dataset to return Outbound voice-only
interactions.

CLASS(ES)
Contact Attempt
MEASURES
DIMENSION(S)
Abandoned Waiting
Accepted
Answering Machine
Detected
Attempts
Avg CPD Dial Time

Avg CPD Time
Avg CPD Transfer Time
Busy
Dial Dropped
Fax Modem Detected

No Signal
Not Accepted
Overdial
Campaign
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Campaign
(campaignname_lov)
SOURCE TABLES
INTRODUCED IN
8.0.1
DISCONTINUED IN
N/A
AG2_CAMPAIGN_*
CAMPAIGN
DRILL UP/DRILL DOWN
D-M-Q-Y
DESCRIPTION
The Main tab of this report provides several key measures that are generated by Outbound campaigns and that summarize
the disposition of contact attempts to reach customers over the reporting interval. In bar-chart format, the Summary tab focuses
on two of those key measures: Accepted and Not Accepted. The reports design internally filters the dataset to return
Outbound voice-only interactions.
42

CLASS(ES)
Contact Attempt
MEASURES
DIMENSION(S)
All SIT
Attempts
SIT Detected
SIT Invalid Number
SIT No Circuit
SIT Operator Intercept
SIT Ratio
SIT Reorder
SIT Unknown
SIT Vacant
Contact List
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Contact List
(callinglist_lov)
SOURCE TABLES
INTRODUCED IN
8.0.1
DISCONTINUED IN
N/A
AG2_CAMPAIGN_*
CALLING_LIST
DRILL UP/DRILL DOWN
D-M-Q-Y
DESCRIPTION
The Main tab of this report provides the number of contact attempts that were generated by an Outbound campaign, the ratio
of attempts that resulted in the detection of a special information tone (SIT), and a breakdown of the call results of those SITdetected attempts for the selected calling list. The Summary tab plots the SIT ratio for each calling list in bar chart format. The
results of this report can assist campaign managers in determining which calling list needs cleanup.
The reports design internally filters the dataset to return Outbound voice-only interactions.
Universe Guide
43

CLASS(ES)
BA Customer
MEASURES
% Accept Service Level

Service Level
% Finished Service Level
Avg Accept Time Agent
DIMENSION(S)
Avg Finish Response

Time
Avg First Response
Time
Avg Revenue
Avg Satisfaction
Entered
Response Ratio
Revenue
Satisfaction
Business Attribute
Customer
Segment
Media Type
Service Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start/End Date
N/A
Customer Segment
SOURCE TABLES
customer-segment and service-type business attributes as well as revenue and
satisfaction user data. Each attribute has its own user-defined threshold, which
is controlled by the related key-value pairs configured in the attached userdata
mapping (by default, ccon_adata_spec_GIM_example.xml).
INTRODUCED IN
8.0.1
Service Type
(servicetype_lov)
DISCONTINUED IN
N/A
AG2_ID_*
DRILL UP/DRILL DOWN
SrvcSrvc Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes contact center milestones from customer perspective providing the average response
times, revenue and customer-satisfaction scores, and various service-level percentages of interactions that enter or begin
with the contact center. These measures are dimensioned by customer segment, service type, and media type and describe
how much time elapsed before customers got to speak to an agents or received a response, how satisfied were they with
their transactions, and how much money they spent. The Summary tab plots the average revenues that are generated by each
customer segment in bar charts for each media type. The respective average customer satisfaction scores overlay these
charts.
44

CLASS(ES)
Flow
MEASURES
DIMENSION(S)
Duration
Active
Agent/Queue
Order
Connection ID
From
GUID
To
Customer ID
Interaction Type
Service Objects
Interaction ID
End Timestamp
Interaction Type
Media Type
Start Timestamp
Segment ID
Source
Source Type
Target
Target Type
Technical Result
Technical Result
Reason
Technical Result
Resource Role
Technical Result
Role Reason
Customer ID
N/A
From / To
N/A
Flow Hint
Tenant Name
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Start/End Time
N/A
Target Queue
(queue_lov)
Target Agent
(agentname_lov)
Interaction ID
N/A
SOURCE TABLES
Because of the volume of data that this report could potentially generate, Genesys recommends that you restrict the start and end dates to the narrowest
range that satisfies your report criteria. The default date selections span one
day. Specification of agent and queue prompts will also improve report performance and limit the data that is returned.
INTERACTION_FACT_
INTERACTION_RESOURCE_FACT
IRF_USER_DATA_GEN_1
MEDIATION_SEGMENT_FACT
RESOURCE_
TECHNICAL_DESCRIPTOR
The Interaction Handling Attempt Report opens this report when a particular ID
is selected from the Interaction ID column. To run this report as stand-alone,
either provide a valid Interaction ID (or range of IDs separated by semicolons
[;]) in the user prompt area or use the default value, 0, which returns all interactions that satisfy the reports other conditions.
Unlike prompt behavior in all other reports, the selections that you make at the
Target Agent and Target Queue prompts are interdependent. Also, the time
component of the Start and End Time prompts is active. Read more about
these prompts in the Genesys Interactive Insights 8.1 Users Guide.
For multiple-switch environments that share the same queue names across
switches, refer to the Genesys Interactive Insights 8.1 Users Guide to learn
how to customize this report to recognize a particular switch-queue combination
(instead of the queue alone) to retrieve the desired results.
For Oracle RDBMSs, the Flow Hint dimension must be listed first on the query
panel in order for the instructions of optimization to be processed.
INTRODUCED IN
7.6.2
Universe Guide
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
None
45

DESCRIPTION
This report provides a tactical tool for managing customer relationships, enabling contact center managers to analyze and
understand what took place with regard to an interaction from the customers perspective. The Main tab of this report traces
an interaction as it passes through various contact center resourcesshowing each target that the interaction reached, how
the interaction was processed at that target (for example, Abandoned, Completed, Diverted, or Transferred), and how long
the processing took there, as well as general details about the interaction. The Summary tab shows an abbreviated version of
each interactions life and provides the technical result at each source and target, as well as the duration there.
The targets are network and handling resourcescontact center agents, self-service IVR ports, ACD queues, virtual queues,
interaction queues, and workbins. This report does not expose whether extended facts were used while the interaction was
being processed, such as whether treatments were applied or speech recognition was used; nor does this report capture
changes in user data or agent states.
This report might also be useful for validating the results of some of the aggregated reports.
Printing this report requires tabloid-size paper (11 x 17).

CLASS(ES)
Handling Attempt
MEASURES
Conference Initiated Time

Conference Received Time
Customer Alert Time
Customer Dial Time
Customer Engage Time
Customer Handle Time
Customer Hold Time
Customer Wrap Time
Queue Time
Response Time
Routing Point Time
Total Duration
DIMENSION(S)
Active
Connection ID
From
GUID
To
Customer ID
Handling Attempt Hint
Handling Resource
Handling Resource
Type
Interaction Type
Last IVR
Last Queue
Last VQueue
Interaction ID
Duration
End Timestamp
Handling Attempt
End
Handling Attempt
Start
Interaction Handling Attempt ID
Media Type
Start Timestamp
Stop Action
Resource State
Business Attribute
Business Result
Customer Segment
Service Subtype
Service Type
Service Objects

Tenant Name
Routing Target
Routing Target
Selected
Routing Target
Type
Technical Result
Technical Result
Reason
Technical Result
Resource Role
Technical Result
Role Reason
USER PROMPTS
Pre-set Day Filter

(daydaterange_lov)
Start/End Time
N/A
46
Target Agent
(agentname_lov)
Target Agent Group
(agentgroup_lov)
Last Queue
(queue_lov)
Business Result
Customer Segment
Service Type
(servicetype_lov)
Service Subtype
(servicesubtype_lov)
Customer ID
Interaction ID
From
To

SOURCE TABLES
Because of the volume of data that this report could potentially generate,
Genesys recommends that you restrict the start and end dates to the narrowest range that satisfy your report criteria. The default date selections span one
day. Specification of agent and queue prompts will also improve report performance and limit the data that is retrieved.
Differently from prompt behavior in all other reports, the time component of the
Start and End Time prompts is active. Read more about prompts in the Genesys Interactive Insights 8.1 Users Guide.
GROUP_
INTERACTION_FACT_GI2
IRF_USER_DATA_GEN_1
RESOURCE_
RESOURCE_TARGET
ROUTING_TARGET
how to customize this report to recognize a particular switch-queue
combination (instead of the queue alone) to retrieve the desired results.
For Oracle RDBMSs, the Handling Attempt Hint dimension must be listed first
on the query panel in order for the instructions of optimization to be processed.
INTRODUCED IN
7.6.2
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
None
DESCRIPTION
This report summarizes segment-related details with regard to an agents handling of contact center interactions that are
stored in the Info Mart INTERACTION_RESOURCE_FACT table, providing both the time that was required to distribute the interaction to the agent and data about the agents contiguous participation in the interaction. This report provides data for all interaction types and excludes extended facts that might be associated with the interaction, such as whether treatments were
applied while the customer was waiting to be connected to the agent.
Note: Refer to the Genesys Interactive Insights 8.1 Users Guide for instructions on how to tailor this report to include
attached data.
The customer in the CUSTOMER measures is the initiator of the interaction, and might not explicitly be a customer who is
external to the contact center. For example, the customer of an internal interaction is the initiating agent.
You can obtain additional information about a particular interaction by clicking its ID. This hyperlink passes the value that
you click and opens the Interaction Flow Report in a new browser window where you can view (among other information)
the target and technical result of each interaction segment for that ID.
Printing this report requires larger than tabloid-size paper.
In release 8.1.1, the Last VQueue dimension was added to this report.
Universe Guide
47

CLASS(ES)
Q Customer
MEASURES
DIMENSION(S)

Abandoned Waiting
Accepted
Avg Abandoned Waiting Time

Avg Accept Time
Distributed
Offered
Short Abandoned Waiting
Queue
Interaction Type
Media Type
Queue Group
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
SOURCE TABLES
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
AG2_QUEUE_GRP_*
GROUP_Q
DRILL UP/DRILL DOWN
QQ Group
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes contact center activity as interactions are offered to, abandoned within, and
distributed from queues that belong to one or more queue group(s). The Summary tab focuses on the overall percentages of
service level by tenant in chart format and highlights the exceptions to service level by mediation DN in tabular format for a
given day. Mediation DN activity is rolled up to all of the groups to which the DN belongs. Counts and durations are attributed
to the interval in which the interaction enter the mediation DN.
In the 7.6.1 release, the Abandoned Waiting Time measure was dropped from this report.
In the 8.0.0 release, the Avg Accept Time measure replaces ASA. The two measures are equivalent. Also, Short Abandoned
Waiting replaces Standard Abandoned Waiting.
48

CLASS(ES)
Q Customer
MEASURES
DIMENSION(S)
% Abandoned Waiting
% Accepted
% Distributed
Abandoned Waiting
Accepted
Avg Accept Time
Distributed
Max Abandoned Waiting Time

Max Accept Time
Offered
Queue
Interaction Type
Media Type
Queue
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
SOURCE TABLES
INTRODUCED IN
7.6.0
Queue
(queue_lov)
DISCONTINUED IN
N/A
AG2_QUEUE_*
GROUP_
RESOURCE_Q
DRILL UP/DRILL DOWN
QQ Group
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes contact center activity as interactions are offered to, abandoned within, and
distributed from queues. The Summary tab focuses on the overall percentages of service level by tenant in chart format and
highlights the exceptions to service level by queue in tabular format for a given day.
This report is particularly helpful for determining the efficiency achieved on a specific queue because it provides the volume of
interactions accepted in a given period, along with the average speed of answer (Avg Accept Time) and maximum delays
experienced before acceptance (Max Accept Time) or abandonment (Max Abandoned Waiting Time)from the perspective of
the mediation DN. When results are interpreted in concert with results from the Speed of Accept and Abandon Delay reports,
the overall productivity of your mediation DNs can be assessed.
In the 7.6.1 release, the Entered, Short Abandoned Waiting, and Abandoned Waiting Time measures were dropped from this
report.
Universe Guide
49

CLASS(ES)
BA Customer
MEASURES
DIMENSION(S)
% Abandoned Waiting
% Accepted
Service Level
% Transfer Initiated Agent
Abandoned Waiting
Accepted
ASA

Avg Engage Time
Avg Finish Response
Time
Avg Handle Time
Avg Hold Time
Avg Wrap Time

Finished No Response
Max Accept Time
Agent
Transfer Initiated
Agent
Business Attribute
Business Result
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Business Result
SOURCE TABLES
business results. Each business result has its own user-defined threshold,
which is controlled by the business result-related key-value pairs configured in
the attached userdata mapping (by default, ccon_adata_spec_GIM_
example.xml).
AG2_ID_*
Note: In practice, Business Results are typically attached to an interaction after

the interaction has ended. The Genesys Info Mart Server cannot support this
scenario for Genesys Info Mart releases prior to 7.6.004.
INTRODUCED IN
7.6.1
50
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
Ixn TypeIxn Subtype

S-H-D-M-Q-Y

DESCRIPTION
The Main tab of this report summarizes how interactions that enter the contact center are categorized into the business-result
attributes that are configured in your environment. The Summary tab focuses on percentages of service level, highlighting the
exceptions by business result for those interactions that have defined a baseline service objective that is greater than zero.
The Entered with Objective measure is superimposed over the summary graph to enable report analyzers to gauge service
level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.
If the business-result classification changes during an interaction, Genesys Info Mart attributes the business result that is in
effect when interaction handling ends to the business result that is attached to the interaction. More accurately, the business
result that is associated with the interaction at the end of the segment with the first handling resource is attached to the interaction. If the interaction does not reach a handling resource, the last associated business result is attached to the interaction.
Percentages that yield 0 (zero) values indicate either 0 duration or 0 count. So, for example, % Abandoned Waiting could signify either that no interactions of this business result were abandoned, or that no interactions of this business result entered
the contact center at all.
All of the measures in this report are disposition measures, which means that interaction total counts are attributed to the
interval in which the interaction arrives, and only when interaction processing is complete.
Printing the main tab of this report requires larger than tabloid-size paper.
In the 7.6.2 release, the Entered with Objective measure replaces the Offered measure.
Universe Guide
51

CLASS(ES)
BA Customer
MEASURES
DIMENSION(S)
% Abandoned Waiting
% Accepted
Service Level
Abandoned Waiting
Accepted
ASA

Avg Engage Time
Avg Finish Response
Time
Avg Handle Time
Avg Hold Time
Avg Wrap Time

Max Accept Time
Agent
Transfer Initiated
Agent
Business Attribute
Customer
Segment
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Customer Segment
SOURCE TABLES
customer segments. Each customer segment has its own user-defined
threshold, which is controlled by the customer segment-related key-value pairs
configured in the attached userdata mapping (ccon_adata_spec_GIM_example
.xml by default).
INTRODUCED IN
7.6.1
52
DISCONTINUED IN
N/A
AG2_ID_*
DRILL UP/DRILL DOWN
Ixn TypeIxn Subtype

S-H-D-M-Q-Y

DESCRIPTION
The Main tab of this report summarizes how interactions that enter the contact center are categorized into the customersegment attributes that are configured in your environment. The Summary tab focuses on percentages of service level,
highlighting the exceptions by customer segment for those interactions that have defined a baseline service objective that is
greater than zero. The Entered with Objective measure is superimposed over the summary graph to enable report
analyzers to gauge service level within the perspective of the total number of interactions that are offered to resources by day
over the reporting interval.
If the customer-segment classification changes during an interaction, Genesys Info Mart attributes the customer segment
(that is in effect when interaction handling ends) to the customer segment that is attached to the interaction. More accurately,
the customer segment that is associated with the interaction at the end of the segment with the first handling resource is
attached to the interaction. If the interaction does not reach a handling resource, the last associated customer segment is
attached to the interaction.
Percentages that yield 0 (zero) values indicate either 0 duration or 0 count. So, for example, % Abandoned Waiting could signify either that no interactions of this customer segment were abandoned, or that no interactions of this customer segment
entered the contact center at all.
All of the measures in this report are disposition measures, which means that total counts and durations are attributed to the
interval in which the interaction arrives and only when interaction processing is complete.
In the 7.6.2 release, the Entered with Objective measure replaces the Offered measure.
Universe Guide
53

CLASS(ES)
BA Customer
MEASURES
% Abandoned Waiting
% Accepted
Service Level
Abandoned Waiting
Accepted
Avg Engage Time
Avg Finish Response
Time
ASA
Avg Handle Time
Avg Hold Time
Avg Wrap Time
DIMENSION(S)
Business Attribute
Interaction Type
Media Type
Service Objects
Tenant Name
Time
Day
Max Abandoned
Waiting Time
Max Accept Time
Agent
Transfer Initiated
Agent
Service Subtype
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Service Type
(servicetype_lov)
SOURCE TABLES
For this report to provide meaningful results, your environment must configure service types and service subtypes Each service type and subtype has
its own user-defined threshold, which is controlled by the service-related
key-value pairs configured in the attached user-data mapping
(ccon_adata_spec_GIM_ example.xml, by default).
INTRODUCED IN
7.6.0
Service Subtype
DISCONTINUED IN
N/A
AG2_ID_*
DRILL UP/DRILL DOWN
SrvcSrvc Subtype
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes how interactions that enter the contact center are categorized into the service type
and service subtype business attributes that are configured in your environment. The Summary tab focuses on percentages of
service level, highlighting the exceptions by service subtype for those interactions that have defined a baseline service
objective that is greater than zero. The Entered with Objective measure is superimposed over the summary graph to
enable report analyzers to gauge service level within the perspective of the total number of interactions that are offered to
resources by day over the reporting interval.
If the service type/service subtype classification changes during an interaction, Genesys Info Mart attributes the service type/
service subtype that is in effect when interaction handling ends to the service type/subtype that is attached to the interaction.
More accurately, the service type/service subtype that is associated with the interaction at the end of the segment with the
first handling resource is attached to the interaction. If the interaction does not reach a handling resource, the last associated
service type/subtype is attached.
This report uses the same measures as the Interaction Volume Service Type report. The measures are dimensioned by
service subtype, instead of by service type. Drilling up from service subtype to service type provides the same results for the
same time period as the Interaction Volume Service Type report. Percentages that yield 0 (zero) values indicate either 0
duration or 0 count. So, for example, % Abandoned Waiting could signify either that no interactions of this service subtype
were abandoned or that no interactions of this service subtype entered the contact center at all.
All of the measures in this report are disposition measures, which means that total counts and durations are attributed to the
interval in which the interaction arrives and only when interaction processing is complete.
Genesys supports customization of the % First Response Time Service Level measure to align its definition with your business. For the supported alternate definition, open the properties of this measure in Designer and read its technical information on the Source Information tab.
54

CLASS(ES)
BA Customer
MEASURES
DIMENSION(S)
% Abandoned Waiting
% Accepted
Service Level
Abandoned Waiting
Accepted
ASA

Avg Engage Time
Avg Finish Response
Time
Avg Handle Time
Avg Hold Time
Avg Wrap Time

Max Accept Time
Agent
Transfer Initiated
Agent
Business Attribute
Interaction Type
Media Type
Service Type
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Service Type
(servicetype_lov)
SOURCE TABLES
service types. Each service type has its own user-defined threshold, which is
controlled by the service-related key-value pairs that are configured in the
attached userdata mapping (by default, ccon_adata_spec_GIM_example.xml).
INTRODUCED IN
7.6.0
Service Subtype
DISCONTINUED IN
N/A
AG2_ID_*
DRILL UP/DRILL DOWN
Ixn TypeIxn Subtype

S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report summarizes how interactions that enter the contact center are categorized into the service type
attributes that are configured in your environment. The Summary tab focuses on percentages of service level, highlighting the
exceptions by service type for those interactions that have defined a baseline service objective that is greater than zero. The
Entered with Objective measure is superimposed over the summary graph to enable report analyzers to gauge service
level within the perspective of the total number of interactions that are offered to resources by day over the reporting interval.
If the service type classification changes during an interaction, Genesys Info Mart attributes the service type that is in effect
when interaction handling ends to the service type that is attached to the interaction. More accurately, the service type that is
associated with the interaction at the end of the segment with the first handling resource is attached to the interaction. If the
interaction does not reach a handling resource, the last associated service type is attached.
This report uses the same measures as the Interaction Volume Service Subtype report. The measures are dimensioned
by service type instead of by service subtype. Drilling down from service type to service subtype provides the same results for
the same time period as the Interaction Volume Service Subtype report. Percentages that yield 0 (zero) values indicate
either 0 duration or 0 count. So, for example, % Abandoned Waiting could signify either that no interactions of this service type
were abandoned or that no interactions of this service type entered the contact center at all.
All of the measures in this report are disposition measures, which means that interaction total counts and durations are attributed to the interval in which the interaction arrives, and only when interaction processing is complete.
Universe Guide
55

CLASS(ES)
BA Customer
MEASURES
DIMENSION(S)
% First Response Time Service Level

First Response in
Threshold
Business Attribute
Media Type
Forecast
Day
Is Current Data
Is Forecast Data
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Start/End Date
N/A
Forecast Thru Date

N/A
Service Type
(servicetype_lov)
SOURCE TABLES
You can customize this report to provide data points and forecasts for other measures by
swapping them out for the measures that are used in this report and reassigning the reports
variables. You can also apply other business attributes, such as customer segment or a userdefined attribute, by further customizing this report. Refer to Customizing the Trend in the
Interactive Insights Users Guide for more information.
AG2_ID_*
INTERACTION_
DESCRIPTOR_GI2
Please note that drill operations are not supported for this report.
INTRODUCED IN
8.1.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
None
DESCRIPTION
The Main tab of this report provides three measures to describe the elements of service level that was delivered by service
type as well as a forecast of what service level can be expected given the start and end dates (for actual data) and the
forecast-thru date that you supply. The forecast is provided only for the % First Response Time Service Level measure.
A legend explains the font treatments and background coloring that are used within cells of the report to distinguish
1) forecasted from actual values and 2) varying levels of service level. The Summary tab plots actual values using scatter-chart
format and the trend (which is derived using a least-squared method) in linear format.
The inner workings of this report combine two queries to provide actual and forecast data within the main table and summary
chart and several inherently-defined variables to determine the trend. For release 8.1.3 and later, in addition to listing the
dates of the reports date range, the x-axis also provides an indication as to whether the data is current data or forecast data.
The value 1 indicates current data; the value 0 indicates forecast data.
Genesys supports customization of the % First Response Time Service Level measure to align its definition with your
business. For the supported alternate definition, open the properties of this measure in Designer and read its technical
information on the Source Information tab.
56

CLASS(ES)
BA Customer
MEASURES
DIMENSION(S)
Accepted
Avg Finish No
Response Time
Avg Finish
Response Time
Entered
Entered Thread
Finish Response
Time
Finish Time
Finished
Finished No
Response
Finished
Response
Business
Attribute
Media Type
Service Objects
Tenant Name
Time
Day
Month
Month Year Ago
Month Year Next
USER PROMPTS
Start Date
N/A
End Date
N/A
Customer Segment
Business Result
Service Type
(servicetype_lov)
Service Subtype
SOURCE TABLES
This report uses three queries to populate data on the Main tab. The date values
that you specify at the user prompts mark the boundaries of the current time
range.
AG2_ID_DAY
For this report to provide meaningful results, your Info Mart database must contain data spanning more than one-year and your environment must configure
business attributes. Business attributes are defined by key-value pairs that are
configured in an attached-data mapping (by default,
ccon_adata_spec_GIM_example.xml).
Depending on the number of interactions that entered your contact center and the
time span selected, this report can take a long while to run.
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report provides a month-by-month comparison of the number of accepted and finished interactions and
average duration of completed interactions that entered or began within the contact center throughout a span of time within
one calendar year with the corresponding numbers from the previous year. Prior year figures are provided in terms of change
in percentage from the selected timespan. This report concatenates data for all selected business attributes rather than yielding results where each interaction is categorized with each of the selected attributes.
The Summary tab provides two sets of charts for each media type within a tenant that stacks the number of accepted interactions for the current year against the number of interactions offeredby day on one chart and by month on the second.
Universe Guide
57

CLASS(ES)
MEASURES
DIMENSION(S)
Q Customer
Abandoned Inviting
Abandoned Waiting
Accepted
Accepted Agent
Accepted Others
Cleared
Distributed
Entered
Offered
Redirected
Routed Other
Short Abandoned
Waiting
Standard Abandoned
Waiting
Stuck
Q Consults
Consult Abandoned Inviting

Consult Abandoned Waiting
Consult Accepted
Consult Accepted Others
Consult Cleared
Consult Distributed
Consult Entered
Consult Offered
Consult Received
Accepted
Consult Redirected
Consult Routed Other
Consult Short Abandoned Waiting

Consult Standard
Abandoned Waiting
Consult Stuck
Q Customer &
Consults
Abandoned Inviting
Abandoned Waiting
Accepted
Accepted Agent
Accepted Others
Cleared
Distributed
Entered
Offered
Redirected
Routed Other
Short Abandoned
Waiting
Standard Abandoned
Waiting
Stuck
Queue
Interaction Type
Media Type
Queue
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
Queue
(queue_lov)
SOURCE TABLES
AG2_QUEUE_*
GROUP_
RESOURCE_Q
The three Other measures in this report are actually variables that represent the difference between all cleared interactions and interactions that
were cleared from queue because they were stuck.
INTRODUCED IN
7.6.2
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
QQ Group
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
There are three main tabs in this report. The Customer Interaction tab shows how the number of interactions that entered a
particular queue or queue group break down into the various queue-related measures that provide interaction counts. The
Consult Interaction provides similar information for consult interactions that enter the queue/queue group. The Customer &
Consults tab combines these results into one report. From this information, you can see how these measures interrelate and
how they contribute to the sum total of all interactions (Entered) that entered a queue resource.
58

CLASS(ES)
MEASURES
DIMENSION(S)
Q Consults
Consult Received Accepted
Q Customer
% Abandoned Waiting
Abandoned Waiting
Accepted
Avg Abandoned Waiting
Time
Avg Accept Time
Avg Clear Time

Avg Distribute Time
Avg Engage Time
Avg Handle Time
Avg Hold Time
Avg Wrap Time
Engage Time
Hold Time

Max Accept Time
Offered
Transfer Initiated
Agent
Wrap Time
Queue
Interaction
Type
Media Type
Queue
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
SOURCE TABLES
switches, refer to the Genesys Interactive Insights 8.1 Users Guide to learn how
to customize this report to recognize a particular switch-queue combination
(instead of the queue alone) to retrieve the desired results.
INTRODUCED IN
7.6.0
Queue
(queue_lov)
DISCONTINUED IN
N/A
AG2_QUEUE_*
GROUP_
RESOURCE_Q
DRILL UP/DRILL DOWN
QQ Group
Ixn TypeIxn Subtype
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report provides measures that relate to the interactions that enter a queue and that are either abandoned
or distributed and handled by any routing target, such as an agent. The Summary tab juxtapositions the number of interactions
that were accepted or abandoned, in chart format, with all of the interactions that were offered to the queue over the reporting
interval for each queue within the selection criteria. Overlaying these bar charts is the percentage of accepted interactions
that were accepted within the defined service level. This report helps contact center managers and supervisors to assess the
performance of configured queues.
With the exception of Consult Received Accepted and Consult Received Time measures, all measures in this report include
the counts and durations of interactions that were queued for consultation where a warm consult ensued and where the
interactions were distributed to an agent. Consult Received Accepted and Consult Received Time specifically measure
simple consults. Refer to the descriptions of each measure or the Dictionary of Data Elements on page 425 for further
details.
In the 7.6.1 release, the Handle Time measure was dropped from this report.
Universe Guide
59

CLASS(ES)
MEASURES
DIMENSION(S)
Business Attribute
BA Customer
Media Type
Avg Influence Score
Avg Sentiment Score

Entered
Sentiment Index
BA User Data
Example
Category
Category
Classify Sentiment
Category
Influence Category
Service Objects
Tenant Name
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start/End
Date
N/A
Category
(categoryname_
lov)
Influence Category
Category
(influencecategoryna
me_lov)
8.1.1
Classify Sentiment
Category
(clsentimentcategory
name_lov)
SOURCE TABLES
For this report to provide meaningful results, your environment must configure sentiment, influence, and actionability social-media business attributes.
Refer to Using Attached Data in the Interactive Insights Users Guide for
more information.
INTRODUCED IN
Category
(clactionabilitycategor
yname_lov)
DISCONTINUED IN
N/A
AG2_ID_*
USER_DATA_GEN_ES
DRILL UP/DRILL DOWN
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report provides the average social-media scores of interactions that entered or began within the contact
center for each configured standard response or category. The Summary tab looks at two of these KPIssentiment and influence scoresand charts their averages against all interactions that entered or began within the contact center.
60

CLASS(ES)
Accepted Agent STI
MEASURES
DIMENSION(S)
% Accepted Agent ST10

Accepted Agent ST1
Accepted Agent ST2
Accepted Agent ST3
Accepted Agent ST4
Accepted Agent ST5
Accepted Agent ST6

Accepted Agent ST7
Accepted Agent ST8
Accepted Agent ST9
Accepted Agent ST10
Accepted Agent ST11
Accepted Agent ST12
Accepted Agent ST13
Accepted Agent ST14
Accepted Agent ST15
Accepted Agent ST16
Accepted Agent ST17
Accepted Agent ST18
Accepted Agent ST19
Accepted Agent ST20
Queue
Service Objects
Interaction Type
Media Type
Queue
Bound 11
Bound 12
Bound 13
Bound 14
Bound 15
Bound 16
Bound 17
Bound 18
Bound 19
Tenant Name
TimeRangeKey
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
Queue
(queue_lov)
SOURCE TABLES
how to customize this report to recognize a particular switch-queue combination (instead of the queue alone) to retrieve the desired results.
AGR_SCFG
GROUP_
RESOURCE_Q
This report contains two custom formulas (Accepted Agent ST1 - ST11 and
Accepted Agent STI [different from Accepted Agent ST1]) that are derived from
measures in the universe. These custom measures are specific to this report
onlythey do not reside in the universe.
This report relies heavily on the configuration of thresholds in your environment.
In release 8.1.1, the mechanism by which thresholds are computed was
enhanced. Refer to Setting Thresholds in the Reporting and Analytics Aggregates Deployment Guide for more information.
INTRODUCED IN
8.0.0
Universe Guide
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
QQ Group
S-H-D-M-Q-Y
61

DESCRIPTION
The Main tab of this report provides summarized performance information about the delays that are associated with longenduring interactions that were accepted or pulled from the specified queue(s). The Summary tab summarizes this same
informationproviding both percentages and number of interactions that were accepted or pulled by service time intervalin
chart format. This report is typically used for media types for which contact center responses are expected to be slow, such as
e-mail.
The main report breaks down the count of interactions placing each into one of ten time buckets according to the speed by
which the interaction was accepted or pulled from the selected queue. Acceptance is triggered by the first agent who creates
an outbound replywhether or not the reply was sent. The time buckets are shown in the legend above the report in ranges
of hours.
This main report also provides a similar breakdown for the percentages of interactions that were accepted/pulled in these
buckets to the total number of interactions accepted/pulled from the queue during the reporting interval. The first bucket is
defined by a report variable (Accepted Agent ST1 - ST11) that amalgamates the 1st through 11th service time intervals. The
Accepted Agent STI variable amalgamates all service time intervals.
Note that this report reflects distribution from the selected queue(s) onlythey do not reflect the time that interactions spent
queued at other unselected queue resources that the interactions might have passed through before being distributed from
the queue resource(s) selected in this report.

CLASS(ES)
Accepted Agent STI
MEASURES
DIMENSION(S)

Accepted Agent ST1
Accepted Agent ST2
Accepted Agent ST3
Accepted Agent ST4
Accepted Agent ST5
Accepted Agent ST6
Accepted Agent ST7

Accepted Agent ST8
Accepted Agent ST9
Accepted Agent ST10
Accepted Agent ST11
Accepted Agent ST12
Accepted Agent ST13
Accepted Agent ST14
Accepted Agent ST15
Accepted Agent ST16
Accepted Agent ST17
Accepted Agent ST18
Accepted Agent ST19
Accepted Agent ST20
Queue
Service Objects
Interaction Type
Media Type
Queue
Bound 1
Bound 2
Bound 3
Bound 4
Bound 5
Bound 6
Bound 7
Bound 8
Bound 9
Tenant Name
TimeRangeKey
Time
Day
USER PROMPTS
Pre-set Date Filter

(daterange_lov)
62
Start Date
N/A
End Date
N/A
Queue Group
(queuegroup_lov)
Queue
(queue_lov)

SOURCE TABLES
AGR_SCFG
GROUP_
RESOURCE_Q
This report contains two custom formulas (Accepted Agent ST10 - ST20 and
Accepted Agent STI [different from Accepted Agent ST1]) that are derived
from measures in the universe. These custom measures are specific to this
report onlythey do not reside in the universe.
Although this report provides results for all media, Genesys recommends that
you run the Speed of Accept (hours) Report for connection-less media, such as
electronic mail, whose results typically span more than 60 minutes.
This report relies heavily on the configuration of thresholds in your environment. In release 8.1.1, the mechanism by which thresholds are computed was
enhanced. Refer to Setting Thresholds in the Reporting and Analytics Aggregates Deployment Guide for more information.
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
QQ Group
S-H-D-M-Q-Y
DESCRIPTION
The Main tab of this report provides summarized performance information about the delays that are associated with
interactions that were accepted from a specific queue. The Summary tab summarizes this same informationproviding both
percentages and number of interactions that were accepted by service time intervalin chart format. This report is typically
used for media types for which contact center responses are expected to be fast, such as voice and chat.
The main report shows the number of interactions that were accepted within each of 10 time buckets and the percentages of
interactions that were accepted in these buckets to the total number of interactions that were accepted from the queue. The
tenth bucket is defined by a report variable (Accepted Agent ST10 - ST20) that amalgamates the 10th through 20th service
time intervals. The Accepted Agent STI variable amalgamates all service time intervals. The time buckets are shown in the
legend above the report in ranges of seconds.
Note that this report reflects distribution from the selected mediation DN(s) onlythey do not necessarily reflect the
customers overall wait time or the durations that interactions spent queued at other unselected queue resources that the
interactions may have passed through before being distributed from the mediation DN(s) provided in this report.
Universe Guide
63

CLASS(ES)
Transfer
MEASURES
Source Customer
Engage Time
Source Customer
Hold Time
Source Customer
Wrap Time
Source Queue
Time
DIMENSION(S)
Interaction ID
End Timestamp
From
GUID
Handling Attempt End
Handling Attempt
Start
Interaction Handling
Attempt ID
Media Type
Start Timestamp
To
Interaction Type
Source
Source Type
Source Business Result

Source Customer Segment
Source Last Queue
Source Service Subtype
Source Service Type
Handling Attempt
Active
Interaction ID
Duration
Service Objects
Transfer Hint
Tenant Name
Target Customer
Engage Time
Target Customer
Hold Time
Target Customer
Wrap Time
Target Queue Time
Source Technical Result

Technical Result Reason
Technical Result
Resource Role
Technical Result Role
Reason
Target
Target Type
Target Business Result

Target Customer Segment
Target Last Queue
Target Service Subtype
Target Service Type
Target Technical Result
Target Technical
Result Reason
Target Technical
Result Resource Role
Target Technical
Result Role Reason
USER PROMPTS
Start & End Time

N/A
From & To
N/A
Source Handling
Resource Name & Type
(resourcename_lov)
(resourcetype_lov)
8.1.1
Interaction ID
N/A
SOURCE TABLES
For Oracle RDBMSs, the Transfer Hint dimension must be listed

first on the query panel in order for the instructions of optimization
to be processed.
INTRODUCED IN
Target Handling Resource

Name & Type
(resourcename_lov)
(resourcetype_lov)
DISCONTINUED IN
N/A
DRILL UP/DRILL DOWN
None
INTERACTION_DESCR_RCV_GI2
INTERACTION_FACT_GI2
INTERACTION_RES_FACT_RCV_GI2
RESOURCE_
RESOURCE_Q
RESOURCE_RCV_Q
RESOURCE_TARGET
TECHNICAL_DESCRIPTOR
DESCRIPTION
This report provides the detailed information about the initiating and receiving parties of those contact center interactions that
involve a transfer including the technical result, the mediation devices through which the interaction passed, the business
attribute, and the entire duration of the interaction. You can obtain additional information about a particular interaction by
clicking its ID within the generated report. This action passes the value that you click and opens the Interaction Handling
Attempt Report in a new browser window where you can view (among other information) data about the agents contiguous
participation in the interaction.
64
Chapter
Interactive Insights Classes

This chapter describes the content of Genesys Interactive Insights classes. It contains
the following sections:
List of Classes, page 66
GI2 Classes, page 68
Within the realm of BusinessObjects Enterprise (BOE), a class is a container of

objects. The class object appears in the Universe Designer interface as an open (
or closed (
) folder in the Classes and Objects panel (see Figure 4).
The design of the Interactive Insights universe extends the definition

of a class in that all members of a class share one or more common
attributes. For example, all members of the Business Attribute class
enable the measurement, organization, and filtering of Info Mart data,
based on the business attribute associated with interactions.
Class contents can include any combination of dimensions, measures,
details, conditions (also known as filters), and subclasses. As they
relate to Interactive Insights, these objects are described in chapters
Chapters 3 through 6. Other types of BOE objects, such as lists of
values, are also assigned to a particular class, although these objects
are not visible in the Classes and Objects panel.
Figure 4 shows some of the dimensions and measures of the Interval
class, as they appear within the Business Objects Universe Designer
interface. Both this class and the Activity class contain a measure
named Hold. However, the two are not the same; one is an intervalbased measure, and the other is a disposition-based measure. (The
difference between these measure types is described in the Genesys
Interactive Insights 8.1 Users Guide.) The names of class members
include the class to which they belong, so that the two Responses
measures are distinguished from each other as Activity\Hold and BA
Customer\Hold. The names of class members are unique within a class.
Figure 4: Classes and Objects Panel
Universe Guide
65
Chapter 2: Interactive Insights Classes
List of Classes
List of Classes
Listing of GI2 Classes
This release of GI2 for Genesys Info Mart sorts universe objects into the following
classes and subclasses, listed in alphabetic order. The two italicized classes are hidden
in the universe:
Abandoned Waiting STI
Contact Attempt
Q Customer
Accepted Agent STI
Detail
Q Customer & Consults
Activity
Flow
Queue
Activity User Data

Example
Flow User Data Example
Forecast
Agent
Handling Attempt
Agent Contact
Agent Detail
Handling User Data

Example
BA Consults
BA Customer
Queue User Data

Example
Service Objects
Session
State
Interaction State
State and Reason
Ixn State
Summarized State
BA User Data Example
Outbound Contact
Time
Business Attribute
Q Consults
Transfer
The image to the left illustrates their organization within the universe. The classes are
described beginning on page 68.
Discontinued Classes
In the 8.0.0 release of Interactive Insights, some classes were renamed and some new
classes and subclasses were created to provide better universe organization. As a
result, the following classes, which were used in the 7.6 release(s), have been
discontinued and are no longer described in this document:
Interval
Reason
Login Detail
Session Detail
The contents of the Login Detail class were merged into the State class. The contents
of the Interval and Reason classes were merged into the Summarized State class.
General Notes About Classes

For a general discussion of classes and other universe elements, refer to the Building
Universes chapter in the Business Objects Universe Designer guide.
66

In the forms that follow, you can click the name of any member of the class to jump to
other parts of this document that provide more detailed information about the member.
Hidden classes members are neither listed nor described in this chapter.
Form Title
Displays the name of the Interactive Insights class. Classes whose names appear in
italic font are hidden in the universe. Where one exists, the left-aligned text displays
the name of the parent class(es).
Dimension
Member(s)
Lists the dimensions that belong to the class.
Condition
Member(s)
Lists the conditions (filters) that belong to the class.
Measure
Member(s)
Lists the measures that belong to the class.
Used In
Detail
Member(s)
Introduced In
Discontinued In
Description
Lists the Interactive Insights reports that use members of the class.
Lists the detail dimensions that belong to the class.
Lists the release in which the class was first introduced.
Identifies the first, generally available release in which the class is no longer available.
Describes the common attributes that are shared by all class members.
Although Genesys extended definition of a class restricts class membership to a
common grouping of attributes, the Universe Designer application does not enforce
this property; one could add measures and dimensions that have any definition to an
Interactive Insights class.
Universe Guide
67
GI2 Classes
GI2 Classes
[Queue\Q Customer & Consults]
DIMENSION MEMBER(S)
Abandoned Waiting STI

CONDITION(S)
None
USED IN
None


MEASURE MEMBER(S)

INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A

DESCRIPTION
All members of this class enable the measurement of Info Mart data based on the time
interval in which customers drop interactions as viewed from the perspective of the queue(s)
through which the interactions pass. Counts and percentages are attributed to the reporting
interval in which interactions entered the queue.
Note: Beginning with release 8.1.1:
The abandon thresholds that support the measures in this class are configured differently
than they were configured in prior releases. Refer to the latest Reporting Analytics and
Aggregates 8.1 Deployment Guide for more information.
This subclass no longer resides within the Q Customer class.
[Queue\Q Customer & Consults]

DIMENSION MEMBER(S)
Accepted Agent STI

CONDITION(S)
None
USED IN
None

Speed of Accept (seconds)
Report
Accepted Agent ST1

Accepted Agent ST2
Accepted Agent ST3
Accepted Agent ST4
Accepted Agent ST5
Accepted Agent ST6
Accepted Agent ST7
Accepted Agent ST8
Accepted Agent ST9
Accepted Agent ST10
Accepted Agent ST11

Accepted Agent ST12
Accepted Agent ST13
Accepted Agent ST14
Accepted Agent ST15
Accepted Agent ST16
Accepted Agent ST17
Accepted Agent ST18
Accepted Agent ST19
Accepted Agent ST20
MEASURE MEMBER(S)

INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
68

DESCRIPTION
All members of this class enable the measurement of Info Mart data based on the time interval
in which agents accept or answer interactions that pass through the queue. Counts and percentages are attributed to the reporting interval in which interactions entered the queue.
Note: Beginning with release 8.1.1:
The speed-of-accept thresholds that support the measures in this class are configured differently than they were configured in prior releases. Refer to the latest Reporting Analytics and
Aggregates 8.1 Deployment Guide for more information.
This subclass no longer resides within the Q Customer class.
GI2 Classes
[Agent]
Activity
DIMENSION MEMBER(S)
Agent Group
Agent Name
Employee ID
First name
Last Name
User Name
CONDITION(S)
Business Result
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Queue
Queue Type
Queue Group
Resource Group
Resource Name
Resource Type
Service Subtype
Service Type
Avg Influence Score

Avg Revenue
Avg Satisfaction
Avg Sentiment Score
Avg Wrap Time
Conference Received Accepted
Consult Initiated
Consult Initiated Time
Warm
Consult Received Hold
Consult Received Warm Hold
Consult Received Warm Time
Consult Received Warm Wrap
Time
Consult Received Wrap
Consult Received Wrap Time
Consult Responses
Engage Time
Group Combination
Handle Time
Hold
Hold Time
Influence Score
Invite
Invite Time
Not Accepted
Offered
Offered with Actionability
Offered with Influence
Offered with Revenue
Offered with Satisfaction
Offered with Sentiment
Rejected
Responded Unique
Responses
Revenue
Satisfaction
Sentiment Score
Short
Start Date Time Key
Thread Responded
Transfer Initiated
Transfer Received Accepted
Wrap
Wrap Time
MEASURE MEMBER(S)
% Transfer Received
Accepted
Abandoned Inviting
Accepted
Accepted Thread
Accepted Unique
Actionability
Agent - Queue A Group
Combination
Agent - Queue A Group
Combination
Time
Wrap Time
Avg Consult Received Wrap
Time
Avg Engage Time
Avg Handle Time
Avg Hold Time
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
Agent
Agent Group
Agent Queue A Group
Combination
Agent Queue Q
Group Combination
DateRange
Group Combination
Interaction Type
Media Type
PreSetAndDate
PreSetAndDateRange
Queue
USED IN

Agent Group Business
Result Report
Agent Group Customer
Segment Report
Agent Group Queue
Business Attribute
Report
Agent Group Service
Type Report
Agent Queue Report
DESCRIPTION
All members of this class enable the organization, measurement, and filtering of Info Mart
data based on the interaction-related activities that are conducted by active agents at their
DNs. Counts and duration measures are attributed to the reporting interval in which
interactions are offered to the agent.
For the sentiment, influence, and actionability measures, refer to Configuring Social Media
User Data in the Genesys Interactive Insights Users Guide for additional information.
Universe Guide
69
[Agent\Activity]
GI2 Classes
Activity User Data Example
DIMENSION MEMBER(S)
CONDITION(S)
Category
Classify Actionability Category
Dimension 1
Dimension 2
Dimension 3
Dimension 4
Dimension 5
Dimension 6
Dimension 7
Dimension 8
Dimension 9
Dimension 10
Influence Category
Screen Actionability Category
Screen Sentiment Category
MEASURE MEMBER(S)
USED IN
None
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
Category
Influence Category
Agent Interaction Hierarchy

Report
Agent Social Engagement
Report
DESCRIPTION
All members of this class enable the organization and filtering of Info Mart data based on
user data dimensions. Refer to Using Attached Data in the Interactive Insights Users
Guide for information about how to use elements in this class.
Agent
DIMENSION MEMBER(S)
CONDITION(S)
See description.
See description.
MEASURE MEMBER(S)
USED IN
See description.
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
70
See description.
DESCRIPTION
This is a container class for agent-related subclasses and their components. Refer to the
descriptions of the following subclasses for more information:
Activity
State and Reason
GI2 Classes
[Outbound Contact]
Agent Contact
DIMENSION MEMBER(S)
Agent Group
Agent Name
Employee ID
First name
Last Name
User Name
CONDITION(S)
Business Result
Campaign
Campaign Group
Group Name
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Resource Name
Resource Type
Service Subtype
Service Type

Time
Engage Time
Group Combination
Handle Time
Hold
Hold Time
Invite
Invite Time
Offered
Preview
Preview Time
Revenue
Satisfaction
Short
Start Date Time Key
Transfer Initiated
Wrap
Wrap Time
MEASURE MEMBER(S)
Accepted
Avg Engage Time
Avg Handle Time
Avg Hold Time
Avg Preview Time
Avg Wrap Time
INTRODUCED IN
8.0.1
DISCONTINUED IN
N/A
Agent
Agent Group
Business Result
Campaign
Campaign Group
DateRange
Group Combination
Interaction Type
Media Type
PreSetAndDate
PreSetAndDateRange
USED IN
Agent Outbound
Campaign Report
DESCRIPTION
data, based on the campaigns with which interactions are associated. Counts and duration
measures are attributed to the reporting interval in which contact attempts began within the
contact center.
[Detail]
Agent Detail
DIMENSION MEMBER(S)
Agent Name
Employee ID
First name
Last Name
User Name
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
Universe Guide
MEASURE MEMBER(S)
Agent Group
Media Type
None
CONDITION(S)
Media Type
USED IN

Agent Login-Logout Details
Report
DESCRIPTION
This is a container class for agent state, interaction-level, and session details as they pertain
to agents. The following subclasses and their components are stored in this class. Refer to
the descriptions of the following subclasses for more information:
Ixn State
Session
State
71
GI2 Classes
[Business Attribute]
BA Consults
DIMENSION MEMBER(S)
CONDITION(S)
None
None
MEASURE MEMBER(S)

Warm
Consult Received Engage
Time
Warm Time
INTRODUCED IN
8.1.0
DISCONTINUED IN
N/A
72
USED IN
Consult Received Hold Time

Consult Received Invite
Consult Received Invite Time
Consult Received Invite Warm
Time

Time
Time
Consult Responses
None
DESCRIPTION
data, based on the business attributes that are associated with consult interactions. Counts
and duration measures are attributed to the reporting interval in which consult interactions
began within the contact center.
GI2 Classes
BA Customer
DIMENSION MEMBER(S)
CONDITION(S)
None
None
MEASURE MEMBER(S)
% Abandoned Inviting
% Abandoned Inviting 80
% Abandoned Waiting
% Accepted
% Accepted 80
% Accepted Agent
% Accepted Agent 80
Service Level
% Short Abandoned Waiting
% Short Abandoned
Waiting 80
Abandoned Inviting
Abandoned Waiting
Abandoned Waiting Time
Accept Time
Accept Time Agent
Accepted
Accepted Agent
Accepted in Threshold
Accepted Others
Accepted Thread
Actionability Score
ASA
Time
Avg Accept Time
Avg Engage Time
INTRODUCED IN
8.1.0
DISCONTINUED IN
N/A
USED IN
Avg Finish No Response Time

Avg Finish Response Time
Avg Finish Time
Avg First Response Time
Avg Handle Time
Avg Hold Time
Avg Influence Score
Avg Invite Time
Avg Revenue
Avg Satisfaction
Avg Sentiment Score
Avg Wrap Time
Conference Initiated Agent
Engage Time
Entered
Entered Thread
Entered with Actionability
Entered with Influence
Entered with Revenue
Entered with Satisfaction
Entered with Sentiment
Finish No Response Time
Finish Response Time
Finish Time
Finished
Finished in Threshold
Finished Response
First Response in Threshold
First Response Time
Handle Time
Hold
Hold Time
Influence Score
Invite
Invite Time
Max Accept Time Agent
Max Standard Abandoned Waiting Time
Max Standard Abandoned Waiting Time 80
Offered
Offered 80
Responded
Response Ratio
Responses
Revenue
Satisfaction
Sentiment Factor
Sentiment Score
Short Abandoned Waiting 80
Standard Abandoned Waiting
Standard Abandoned Waiting 80
Time
Time 80
Start Date Time Key
Transfer Initiated Agent
Wrap
Wrap Time
Business Metrics
Executive Report
Customer Perspective
Report
Interaction Volume
Summary Report
Social Engagement
Report
DESCRIPTION
data, based on the business attributes that are associated with customer interactions. Counts
and duration measures are attributed to the reporting interval in which customer interactions
entered or began within the contact center.
For the sentiment, influence, and actionability measures, refer to Configuring Social Media
User Data in the Genesys Interactive Insights Users Guide for additional information.
Note: Beginning with release 8.1.1, the thresholds that support some of the measures in this
class are configured differently than they were configured in prior releases. The _80 measures, such as % Accepted 80, preserve previous threshold settings. Refer to the latest
Reporting Analytics and Aggregates 8.1 Deployment Guide for more information about
thresholds.
Universe Guide
73
GI2 Classes
DIMENSION MEMBER(S)
Category
Dimension 1
Dimension 2
Dimension 3
CONDITION(S)
Dimension 4
Dimension 5
Dimension 6
Dimension 7
Dimension 8
Dimension 9
Dimension 10
Influence Category
MEASURE MEMBER(S)
USED IN
None
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
Category
Influence Category

DESCRIPTION
Business Attribute
DIMENSION MEMBER(S)
Business Result
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Service Subtype
Service Type
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
74
MEASURE MEMBER(S)
None
CONDITION(S)
Business Result
Customer Segment
DateRange
Interaction Type
Media Type
PreSetAndDateRange
Service Subtype
Service Type
USED IN
Business Metrics Executive

Report
Interaction Handling Attempt
Report
Interaction Volume Business
Result Report
Interaction Volume Customer
Segment Report

Interaction Volume
Summary Report
Social Engagement
Report
DESCRIPTION
This is a container class for business attribute-related subclasses and their components.
Refer to the descriptions of the following subclasses for more information:
BA Consults
BA Customer
GI2 Classes
[Outbound Contact]
Contact Attempt
DIMENSION MEMBER(S)
Campaign
Campaign Group
Group Name
CONDITION(S)
Business Result
Contact List
Customer Segment
Media Type
Service Subtype
Service Type
CPD
CPD Dial
CPD Dial Time
CPD Time
CPD Transfer
CPD Transfer Time
Dial Dropped
Dial Made
Do Not Call
Fax Modem Detected
No Signal
Not Accepted
Overdial

Port Unavailable
SIT Detected
SIT Invalid Number
SIT No Circuit
SIT Ratio
SIT Reorder
SIT Unknown
SIT Vacant
Start Date Time Key
MEASURE MEMBER(S)
Abandoned Waiting
Accepted
All SIT
Answering Machine
Detected
Attempts
Avg CPD Dial Time
Avg CPD Time
Busy
Callbacks Completed
Callbacks Missed
Callbacks Scheduled
Canceled
INTRODUCED IN
8.0.1
DISCONTINUED IN
N/A
Business Result
Campaign
Contact List
DateRange
Media Type
PreSetAndDate
PreSetAndDateRange
USED IN
Campaign Callbacks
Summary Report
Campaign Summary
Report
Contact List
Effectiveness
DESCRIPTION
data, based on the contact attempts that are generated by Outbound Contact Server. Counts
and duration measures are attributed to the reporting interval in which contact attempts began
within the contact center.
Detail
DIMENSION MEMBER(S)
CONDITION(S)
See description.
See description
MEASURE MEMBER(S)
USED IN
See description.
INTRODUCED IN
7.6.2
DISCONTINUED IN
N/A
Universe Guide
See description.
DESCRIPTION
This is a container class for low-level interaction and agent details. Refer to the descriptions
of the following subclasses for more information:
Agent Detail
Flow
Handling Attempt
Transfer
75
GI2 Classes
[Detail]
Flow
DIMENSION MEMBER(S)
Active
Agent/Queue Order
Connection ID
From
To
GUID
Root ID
Customer ID
CONDITION(S)
Interaction ID
End Timestamp
Media Type
Start Time
Start Timestamp
Interaction Subtype
Interaction Type
Segment ID
Customer ID
Source
Source Type
Target
Target Type
USED IN
Technical Result
Technical Result Resource Role
Technical Result Role Reason
MEASURE MEMBER(S)
Duration
INTRODUCED IN
7.6.2
DISCONTINUED IN
N/A
DESCRIPTION
All members of this class enable the organization, measurement, and filtering of Info Mart data
based on interaction-flow details of interactions that are stored mostly in the INTERACTION_FACT,
INTERACTION_RESOURCE_FACT, and MEDIATION_SEGMENT_FACT Info Mart tables.
[Detail]
Flow User Data Example
DIMENSION MEMBER(S)
CONDITION(S)
None
None
MEASURE MEMBER(S)
Detail 1
Detail 2
Detail 3
Detail 4
Detail 5
Detail 6
INTRODUCED IN
8.1.1
DISCONTINUED IN
USED IN
Detail 7
Detail 8
Detail 9
Detail 10
Detail 11
Detail 12
Detail 13
Detail 14
Detail 15
Detail 16
None
DESCRIPTION
All members of this hidden class enable the measurement of Info Mart data based on custom
userdata attributes.
N/A
[Time]
Forecast
DIMENSION MEMBER(S)
30 minutes
Day
Hour
CONDITION(S)
Is Current Data
Is Forecast Data
Month
MEASURE MEMBER(S)
8.1.0
DISCONTINUED IN
Forecast DateRange
USED IN
None
INTRODUCED IN
Quarter
Week
Year
Interaction Volume Service

Type Trend Report
DESCRIPTION
All members of this class enable the organization and filtering of Info Mart data, based on a
range of time.
N/A
76
GI2 Classes
[Detail]
DIMENSION MEMBER(S)
Active
Case ID
Connection ID
From
GUID
Root ID
To
Customer ID
Handling Resource
Handling Resource Type
Interaction ID
Duration
End Timestamp
Handling Attempt
CONDITION(S)
Resource State
Agent (Target)
Interaction ID (continued)
State Type
Agent Group Combination
Handling Attempt Start
(Target)
Interaction Handling Attempt ID
Routing Target
Customer ID
Media Type
Routing Target Selected
From
Skill Combination Requested
Routing Target Type
Interaction ID
Start Timestamp
Interaction Type
Stop Action
Source
Media Type
Source Type
PreSetAndDayAndTimeInteraction Subtype
Range
Interaction Type
Strategy Name
Queue
Strategy Type
To
Last IVR
Last Queue
USED IN
Technical Result
Last Queue Type
Technical Result Reason Interaction Handling
Attempt Report
Technical Result
Last VQueue
Resource Role
Last VQueue Type
Reason
MEASURE MEMBER(S)

Customer Alert Time
Customer Dial Time
INTRODUCED IN
7.6.2
DISCONTINUED IN
N/A
Customer Hold Time

Customer Wrap Time
Group Combination
Queue Time
Response Time
Revenue
Routing Point Time

Satisfaction
Start Date Time Key
Total Duration
DESCRIPTION
data, based on the details of interactions that are stored mostly in the INTERACTION_
RESOURCE_FACT Info Mart table.
[Detail]
Handling User Data Example
DIMENSION MEMBER(S)
CONDITION(S)
None
None
MEASURE MEMBER(S)
Detail 1
Detail 2
Detail 3
Detail 4
Detail 5
Detail 6
INTRODUCED IN
8.1.1
DISCONTINUED IN
USED IN
Detail 7
Detail 8
Detail 9
Detail 10
Detail 11
Detail 12
Detail 13
Detail 14
Detail 15
Detail 16
None
DESCRIPTION
All members of this hidden class enable the measurement of Info Mart data based on custom
userdata attributes.
N/A
Universe Guide
77
GI2 Classes
[Agent\State and Reason]
Interaction State
DIMENSION MEMBER(S)
Interaction Subtype
CONDITION(S)
Interaction Type
Group Combination
MEASURE MEMBER(S)

% Engage Time
% Hold Time
% Invite Time
% Ixn Wrap Time
% Not Ready In Time
% Wrap In Time
% Wrap Out Time
Accepted
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
USED IN

Engage Time
Group Combination
Hold
Hold Time
Invite Time
Ixn Busy Time
Ixn Wrap
Ixn Wrap Time
Not Accepted
Agent Interval Based

Report
Agent Not Ready
Report
Agent Summary Activity
Report
Agent Wrap Report
Not Ready In
Not Ready In Time
Not Ready Out
Not Ready Out Time
Offered
Wrap In
Wrap In Time
Wrap Out
Wrap Out Time
DESCRIPTION
data, based on the specific interval in which interactions occur at agent DNs. Measures are
attributed to each reporting interval in which agents handle the interactions and durations are
clipped at interval boundaries. Unlike Ixn State, all measures in the class reflect data that is
aggregated over a reporting interval.
[Detail\Agent Detail]
Ixn State
DIMENSION MEMBER(S)
Additional Info
End Timestamp
CONDITION(S)
Interaction Type
Source Code
MEASURE MEMBER(S)
Duration
Start Date Time Key
Start Timestamp
State
Interaction Type
Ixn State PreSetAndDayAndTimeRange
USED IN

INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
DESCRIPTION
data, based on the state of one leg of an interaction that is being processed by an agent.
Unlike Interaction State, all measures in the class reflect detailed data.
Outbound Contact
DIMENSION MEMBER(S)
CONDITION(S)
See description.
See description.
MEASURE MEMBER(S)
USED IN
See description.
INTRODUCED IN
8.0.1
DISCONTINUED IN
N/A
78
See description.
DESCRIPTION
This is a container class for subclasses and their components, as the relate to Genesys
Outbound Contact Server transactions. Refer to the descriptions of the following subclasses
for more information:
Agent Contact
Contact Attempt
GI2 Classes
[Queue]
Q Consults
DIMENSION MEMBER(S)
CONDITION(S)
None
USED IN
None

Queue Summary
Report

Time
Time
Time
Consult Redirected
Consult Short Abandoned
Waiting
Consult Short Abandoned
Waiting 80
Consult Standard Abandoned Waiting

Consult Standard Abandoned Waiting 80
Consult Standard Abandoned Waiting Time
Consult Standard Abandoned Waiting Time 80
Consult Stuck
Consult Transfer Initiated Agent
Max Consult Abandoned
Waiting Time
Max Consult Accept
Time
Max Consult Clear Time
Max Consult Distribute
Time
MEASURE MEMBER(S)

Time
Consult Accept Time
Consult Accept Time Agent
Consult Accepted
Consult Accepted Agent in
Threshold
Consult Accepted Agent in
Threshold 80
Consult Accepted in
Threshold
Consult Accepted in
Threshold 80
Consult Clear Time
INTRODUCED IN
8.1.0
DISCONTINUED IN
N/A
Universe Guide
Consult Cleared
Consult Distribute Time
Consult Distributed
Consult Entered
Consult Not Accepted
Consult Offered
Consult Offered 80
Warm
Warm Time
Consult Received Engage Time
Warm Time
DESCRIPTION
data based on the queue(s) through which consult interactions pass. Counts and duration
measures are attributed to the reporting interval in which interactions entered the
queueeven for agent-related measures.
Note: Beginning with release 8.1.1, the thresholds that support some of the measures in this
class are configured differently than they were configured in prior releases. The _80 measures, such as Consult Offered 80, preserve previous threshold settings. Refer to the latest
thresholds.
79
GI2 Classes
[Queue]
Q Customer
DIMENSION MEMBER(S)
CONDITION(S)
None
None
MEASURE MEMBER(S)
% Abandoned Waiting
% Accept Service Level 80
% Accepted
% Accepted 80
% Accepted Agent
% Accepted Agent 80
% Distributed
% Distributed 80
% Short Abandoned Waiting 80
Abandoned Inviting
Abandoned Waiting
Accept Time
Accept Time Agent
Accepted
Accepted Agent
Accepted Agent in Threshold
Accepted Agent in Threshold 80
Accepted in Threshold 80
Accepted Others
ASA
INTRODUCED IN
8.1.0
DISCONTINUED IN
N/A
80
USED IN

Time
Avg Accept Time
Avg Clear Time
Avg Distribute Time
Avg Engage Time
Avg Handle Time
Avg Hold Time
Avg Invite Time
Avg Wrap Time
Clear Time
Cleared
Distribute Time
Distributed
Engage Time
Entered
Group Combination
Group Combination Abn
Group Combination Ans
Handle Time
Hold
Hold Time
Invite
Invite Time
Max Abandoned Waiting
Time
Max Accept Time

Max Clear Time
Max Distribute Time
Max Standard Abandoned
Waiting Time
Max Standard Abandoned
Waiting Time 80
Not Accepted
Offered
Offered 80
Redirected
Routed Other
Standard Abandoned
Waiting 80
Time
Time 80
Start Date Time Key
Start Date Time Key Abn
Start Date Time Key Ans
Stuck
Wrap
Wrap Time
Interaction Traffic Group

Report
Interaction Traffic
Report
Queue Summary
Report
DESCRIPTION
data based on the queue(s) through which customer interactions pass. Counts and duration measures are attributed to the reporting interval in which interactions entered the
queueeven for agent-related measures.
Note: Beginning with release 8.1.1, the thresholds that support some of the measures in
this class are configured differently than they were configured in prior releases. The _80
measures, such as Offered 80, preserve previous threshold settings. Refer to the latest
thresholds.
[Queue]
GI2 Classes
DIMENSION MEMBER(S)
CONDITION(S)
None
None
MEASURE MEMBER(S)
Abandoned Inviting
Abandoned Waiting
Accept Time
Accept Time Agent
Accepted
Accepted Agent
Accepted Agent in
Threshold 80
Accepted Others
Clear Time
Cleared
INTRODUCED IN
8.1.0
DISCONTINUED IN
N/A
Universe Guide
USED IN
Distribute Time
Distributed
Engage Time
Entered
Hold
Hold Time
Invite
Invite Time
Not Accepted
Offered
Offered 80
Redirected
Routed Other
Standard Abandoned
Waiting 80
Time
Time 80
Stuck
Wrap
Wrap Time
DESCRIPTION
data based on the queue(s) through which both customer and consult interactions pass.
Counts and duration measures are attributed to the reporting interval in which interactions
entered the queueeven for agent-related measures.
Notes: Beginning with release 8.1.1, the following apply:
This class also serves as a container for STI subclasses and their measures. Refer to Abandoned Waiting STI and Accepted Agent STI for more information.
The thresholds that support some of the measures in this class are configured differently
than they were configured in prior releases. The _80 measures, such as Offered 80, preserve previous threshold settings. Refer to the latest Reporting Analytics and Aggregates
8.1 Deployment Guide for more information about thresholds.
81
GI2 Classes
Queue
DIMENSION MEMBER(S)
Business Result
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Queue
Queue Type
Queue Group
Service Subtype
Service Type
Workbin Owner
Workbin Type
CONDITION(S)
Group Combination
Group Combination
ABN
Group Combination
ANS
Interaction Type
MEASURE MEMBER(S)
Media Type
PreSetAndDateRange
PreSetAndDateRange Abn
PreSetAndDateRange Ans
Queue
Queue Group
None (see notes)

USED IN

INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
This is a container class for queue-related subclasses and their components. Refer to the
descriptions of the following subclasses for more information:
Q Consults
Q Customer
Queue User Data Example
Notes:
Several measures that were previously available in this class during the 7.6.0 release were
consolidated in the 7.6.1 release.
In the 8.1 release, all measures and dimensions were moved to the aforementioned
subclasses. The STI subclasses were moved to the Customer subclass.
[Queue]
Queue User Data Example
DIMENSION MEMBER(S)
Dimension 1
Dimension 2
Dimension 3
Dimension 4
CONDITION(S)
Dimension 5
Dimension 6
Dimension 7
Dimension 8
MEASURE MEMBER(S)
Dimension 9
Dimension 10
USED IN
None
INTRODUCED IN
8.1.4
DISCONTINUED IN
N/A
82
DESCRIPTION
GI2 Classes
Service Objects
DIMENSION MEMBER(S)
ALL
Agent Cascade
Agent Group Combination Key
Agent Name
Employee ID
First Name
Last Name
User Name
CONDITION(S)
Date Time Day Key

Date Time Key
Empty Hint
Flow Hint
Hour Num in Day
Pre-Set Date Filter
Pre-Set Day Filter
Queue Cascade
Queue Group Combination

Key
State Reason Hint
Tenant Name
TimeRangeEndKey
TimeRangeKey
TimeRangeStartKey
Transfer Hint
Bound 9
Bound 10
Bound 11
Bound 12
Bound 13
Bound 14
Bound 15
Bound 16
Bound 17
Bound 18
Bound 19
Max Date
Min Date Time Day Key
Min Date Time Key
MEASURE MEMBER(S)
Bound 1
Bound 2
Bound 3
Bound 4
Bound 5
Bound 6
Bound 7
Bound 8
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
Agent (single)
Agent Cascade
Interaction Type Outbound
Media Type Email
Media Type Voice
Queue Cascade
Tenant
USED IN
All reports use one or more

dimensions and conditions from
this class; the measures are used
exclusively by the Abandon Delay
and the Speed of Accept reports.
DESCRIPTION
All members of this class enable the gathering of Info Mart database parameters for the purpose
of servicing Interactive Insights reports.
Note: Prior to the 7.6.2 release, this class was named Universe service class.
Session
DIMENSION MEMBER(S)
Active
End Timestamp
CONDITION(S)
Session Key
Start Timestamp
Group Combination Detail

Session
Session PreSetAndDate
USED IN

Agent Login-Logout Details
Report
MEASURE MEMBER(S)
Active Time
INTRODUCED IN
8.0.0
DISCONTINUED IN

Session
Start Date Time Key
DESCRIPTION
data based on one agents login session.
N/A
Universe Guide
83
GI2 Classes
State
DIMENSION MEMBER(S)
CONDITION(S)
Active Reason
Active State
End Timestamp
Interaction Type
Reason Timestamp
Reason Code
Reason Key
Reason Type Code
Reason Value
Source Code
Start Timestamp
State
State Type Code
Reason Start Date Time

Key
Reason Time
Start Date Time Key
Agent State
PreSetAndDayAndTimeRan
ge
Agent State PreSetAndDate
Agent State Reason PreSetAndDate
State
MEASURE MEMBER(S)
Duration
State
USED IN

INTRODUCED IN
8.0.0
DISCONTINUED IN
DESCRIPTION
data based on an agents state.
N/A
[Agent]
State and Reason
DIMENSION MEMBER(S)
Agent Group
Media Type
State Name
State Type Code
CONDITION(S)
Agent Name
Employee ID
First name
Last Name
User Name
Reason Code
Reason Key
Reason Type Code
Reason Value
MEASURE MEMBER(S)
USED IN
None
INTRODUCED IN
8.0
DISCONTINUED IN
N/A
84
Not Ready State Type Code

Reason Code Type

DESCRIPTION
This is a container class for the summarized states of resources and resource sessions. Refer to
the descriptions of the following subclasses for more information.
Interaction State
Summarized State
GI2 Classes
[Agent\State and Reason]
Summarized State
DIMENSION MEMBER(S)
CONDITION(S)
None
MEASURE MEMBER(S)
% Busy Time
% Not Ready Time
% Occupancy
% Ready Time
% Wrap Time
Active Time
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
Busy
Busy Time
Group Combination Rsn
Group Combination Sess
Not Ready
Not Ready Reason Count
Not Ready Reason Time
Not Ready Time
Ready
Ready Time
Start Date Time Key
Unknown State Time
Wrap
Wrap Time

PreSetAndDate
PreSetAndDateRange
USED IN

Agent Not Ready Reason Code
Report
Agent Wrap Report
DESCRIPTION
All members of this class enable the measurement and filtering of Info Mart data that is
related to the status of DNs that are associated with active agents. Measures are attributed to
each reporting interval in which agents handle the calls, and durations are clipped at interval
boundaries.
Note: In the 7.6.1 an d 7.6.2 releases, this class was named State.
Time
DIMENSION MEMBER(S)
30 minutes
Date
Date Range
Day
Day Date Range
End Range
Hour
CONDITION(S)
Month
Month Year Ago
Month Year Next
Quarter
Start Range
Week
Year
MEASURE MEMBER(S)
Date
DateRange
DateRange PrevYear
Day Condition
Hour Condition
Hours
Month Condition
Months For LastYear

PreSetAndDate
PreSetAndDateRange
Quarter Condition
Subhour Condition
Week Condition
Year Condition
USED IN
None
All reports
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
Universe Guide
DESCRIPTION
All members of this class enable the organization and filtering of Info Mart data based on a
range of time. (Refer to Figure 5 on page 90 and Figure 8 on page 129 for screen shots of
dimensions in the Time class within the Class and Objects pane of the Designer interface.)
85
GI2 Classes
[Detail]
Transfer
DIMENSION MEMBER(S)
Interaction ID
Duration
End Timestamp
From
GUID
Handling Attempt Target
Start
Attempt ID
Media Type
Start Time
Start Timestamp
To
Interaction Subtype
Interaction Type
CONDITION(S)
Source
Source Type
Source Last Queue
Source Last Queue Type
Target
Target Type
Target Last Queue
Target Last Queue Type

Source Service Type
Technical Result Resource
Role
Technical Result Role Reason

Target Service Type
Reason
Resource Role
Role Reason
Source Customer Wrap Time

Source Queue Time
Start Date Time Key
Target Customer Engage Time
Target Customer Hold Time

Target Customer Wrap
Time
Target Queue Time
MEASURE MEMBER(S)
Source Customer Engage

Time
Source Customer Hold Time
INTRODUCED IN
8.1.1
DISCONTINUED IN
From
Interaction ID
Interaction Type
Media Type
PreSetAndDayAndTimeRange
Source Handling Resource
Name
Source Handling Resource
Type
Name
Type
To
USED IN
DESCRIPTION
All members of this class enable the organization, measurement, and filtering of transferred
and conference interactions.
N/A
86
Chapter
Interactive Insights
Dimensions
Dimensions describe how data is divided up; they are used to organize reporting and
analysis. A dimension is a data category that is regarded as a fundamental measure of a
quantity, such as the number of calls that were answered within a particular month. A
measure is what you add up, such as the number of calls that were answered. In the
Interactive Insights universe, dimensions include contact center resources, agent states/
reason codes, timestamps, media types, business attributes, tenants, interaction
attributes, and units of time.
Within the Business Objects Enterprise realm, a dimension object appears in the
Universe Designer interface as a greyish-blue parallelogram ( ) in the Classes and
Objects panel.
Detail dimensions are a particular type of dimension, that provides more descriptive
data about dimensions. A detail is always associated with a particular dimension. In
Business Objects Enterprise, a detail is represented by a three-dimensional bluishgreen diamond ( ).
This chapter describes the elements by which the Genesys Interactive Insights reports
are dimensionedfor example, by time, contact center resource, or business attribute.
It contains the following sections:
List of Dimensions, by Class, page 88
GI2 Dimensions, page 91
Note: Please pay close attention to the context in which the term detail is used
throughout this documentation setit is used in four different ways:
Universe Guide
Business Objects detail dimensions, as previously explained.

Detail measuressuch as the Active Time measure in the Session
classprovide the lowest level of information.
87
Chapter 3: Interactive Insights Dimensions
List of Dimensions, by Class
The detail measure classification distinguishes a measures type from

other measure types, such as disposition and interval. These
classifications are used in Chapter 6, Interactive Insights Measures,
and described beginning on page 163.
The Detail classthe container class in Designer for low-level
interaction and agent details (see page 75).

This section lists all dimensions that are provided within the Interactive Insights
universe for Genesys Info Mart.
Listing of GI2 Dimensions

Interactive Insights uses the following dimensions, grouped by the classes to which
they belong. The dimensions that are italicized are hidden in the universe:
Activity
Agent Group
Agent Name
Business Result
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Queue
Queue Group
Resource Group
Resource Name
Service Subtype
Service Type
Agent Contact
Agent Group
Agent Name
Business Result
Campaign
Campaign Group
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Service Subtype
Service Type
Agent Detail
Agent Group
Activity User Data Example Agent Name
Category
Media Type
Classify Sentiment Category BA User Data Example
Dimension 1
Category
Dimension 2
Dimension 3
Dimension 4
Dimension 1
Dimension 5
Dimension 2
Dimension 6
Dimension 3
Dimension 7
Dimension 4
Dimension 8
Dimension 5
Dimension 9
Dimension 6
Dimension 10
Dimension 7
Dimension 8
Influence Category
Screen Actionability Category Dimension 9
88

(continued)
Dimension 10
Influence Category
Screen Actionability
Category
Screen Sentiment
Category
Business Attribute
Business Result
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Service Subtype
Service Type
Contact Attempt
Business Result
Campaign
Business Result
Campaign
Campaign Group
Contact List
Customer Segment
Media Type
Service Subtype
Service Type
Flow
Active
Agent/Queue Order
Connection ID
Customer ID
Interaction ID
Interaction Subtype
Interaction Type
Segment ID
Source
Target
Technical Result
Forecast
30 minutes
Day
Hour
Is Current Data
Month
Quarter
Week
Year
Handling Attempt
Active
Case ID
Connection ID
Customer ID
Handling Resource
Interaction ID
Interaction Subtype
Interaction Type
Handling Attempt
(continued)
Last IVR
Last Queue
Resource State
Routing Target
Routing Target Type
Source
Strategy Name
Technical Result
Service Objects
ALL
Agent Cascade
Agent Name
Date Time Day Key
Date Time Key
Empty Hint
Flow Hint
Hour Num in Day
Pre-Set Date Filter
Pre-Set Day Filter
Queue Cascade
Queue Group Combination Key
State Reason Hint
Tenant Name
TimeRangeEndKey
TimeRangeKey
TimeRangeStartKey
Transfer Hint
Last VQueue
Interaction State
Interaction Subtype
Interaction Type
Ixn State
Additional Info
End Timestamp
Interaction Type
Source Code
Start Timestamp
State
Session
Active
End Timestamp
Session Key
Start Timestamp
Queue
Business Result
Customer Segment
Interaction Subtype
Interaction Type
Media Type
Queue
Queue Group
Service Subtype
Service Type
Workbin Owner
Workbin Type
State (continued)
Reason Code
Reason Timestamp
Source Code
Start Timestamp
State
State and Reason
Agent Group
Agent Name
Media Type
Reason Code
State Name
Time
30 minutes
Day
Day Date Range
End Range
Hour
Month
Month Year Ago
Month Year Next
Quarter
Start Range
Week
Year
Transfer
Interaction ID
Interaction Subtype
Interaction Type
Source
Source Last Queue
Source Service Type
Target
Target Last Queue
Target Service Type
State
Active Reason
Active State
End Timestamp
Interaction Type
The Login Timestamp, User Data Detail 1, and User Data Dim 1 dimensions that were
introduced in the 7.6 release were discontinued in the 8.0 release and no longer appear
in this document.
General Notes About Dimensions

Many dimensions in the listings above are repeated, because they exist under more
than one class. With the exception of a few, however, the definitions of repeated
dimensions are identical so their descriptions are provided only once in this chapter.
The full name of a dimension includes the class to which the dimension belongs. For
example, the proper name of the Queue Group dimensions is one of the following:
Universe Guide
Activity\Queue Group
Queue\Queue Group
89
This is the case because the dimension appears in the Activity and Queue classes.
Unless further clarification is necessary, this manual omits the class name when it
references a dimension.
Figure 5 shows the dimensions of the Time class in Universe Designer. The three
italicized dimensions are hidden from report designers, editors, and viewers and are
not described in this document.
For an in-depth discussion of dimensions and other universe elements, refer to the
Building Universes chapter of the Business Objects Universe Designer guide.
Figure 5: Dimensions of the Time Class

In the forms that follow, you can click hyperlinks to jump to other parts of this
document that provide more detailed information.
Form Title
Class(es)
Data Mart
Table.Column
Internal Metric ID
List of Values
Data Type
90
Displays the name of the Interactive Insights dimension.

List the classes in which the dimension is found.
Displays the source Info Mart table, view, alias, or synonym and column from which
data is retrieved for this dimension or detail.
An ID that further identifies the dimension. This ID is for reference only. The
Interactive Insights reports do not use this ID for any computations.
Provides the named list in the universe that yields predefined values.
Represents the general classification (Character, Number, Date) of how the data is
stored in the Data Mart for this dimension or detail. To see the specific data type of the
GI2 Dimensions
column, refer to the appropriate column list in the Genesys Info Mart Reference
Manual for your RDBMS.
Introduced In
Description
Detail(s)
Lists the generally available release in which the dimension was first introduced.
Describes aspects of the dimension.
Lists the detail object(s) associated with this dimension, if any.
GI2 Dimensions
30 minutes
CLASS(ES)
Time\Forecast
Time
DATA MART TABLE.COLUMN
INTERNAL METRIC ID
FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24_30INT
DATE_TIME.LABEL_YYYY_MM_DD_HH24_30INT
LIST OF VALUES
None
DATA TYPE
F_SUBHR
SUBHR
INTRODUCED IN
Character
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by 30-minute time periods. The periods start either
at the beginning of an hour or 30 minutes into the hour.
Active
CLASS(ES)
Detail\Flow
INTERNAL METRIC ID
FILTERED_V_INTERACTION_FACT.ACTIVE_FLAG
LIST OF VALUES
None
DATA TYPE
IF_ACTIVE_FLAG
INTRODUCED IN
Number
8.0.0
DESCRIPTION
This dimension enables data to be organized by whether or not the corresponding record in the INTERACTION_FACT table is
active.
Active
CLASS(ES)
Detail\Handling Attempt
INTERNAL METRIC ID
INTERACTION_FACT_GI2.ACTIVE_FLAG
LIST OF VALUES
None
DATA TYPE
IF__ACTIVE_FLAG
INTRODUCED IN
Number
8.0.0
DESCRIPTION
This dimension enables data to be organized by whether or not the corresponding record in the INTERACTION_FACT table is
active.
Active
CLASS(ES)
Detail\..\Session
INTERNAL METRIC ID
SM_RES_SESSION_FACT_GI2.ACTIVE_FLAG
LIST OF VALUES
None
DATA TYPE
Number
SESS_ACTIVE_FLAG
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by whether or not the corresponding record in the SM_RES_SESSION_FACT table is
active.
Universe Guide
91
GI2 Dimensions
Active Reason
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
SM_RES_STATE_REASON_FACT_GI2.ACTIVE_FLAG
LIST OF VALUES
STATE_REASON_ACTIVE_FLAG
DATA TYPE
None
INTRODUCED IN
Number
8.0.0
DESCRIPTION
This dimension enables data to be organized by whether or not the corresponding record in the SM_RES_STATE_REASON_FACT
table is active.
Active State
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
SM_RES_STATE_FACT_GI2.ACTIVE_FLAG
LIST OF VALUES
None
DATA TYPE
Number
STATE_ACTIVE_FLAG
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by whether or not the corresponding record in the SM_RES_STATE_FACT table is
active.
Additional Info
CLASS(ES)
Detail\..\Ixn State
INTERNAL METRIC ID
INTERACTION_RESOURCE_FACT_GI2.INTERACTION_ID
LIST OF VALUES
None
DATA TYPE
Character
IRSF_ADD_INFO
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by the primary key of the INTERACTION_FACT table. For voice interactions, the
Interaction ID is the calls connection ID, which is assigned by the telephony server. This ID remains unchanged for as long as
the telephony server processes the interaction. For multimedia interactions originating from an Interaction Server, this value is
the assigned Interaction ID.
Agent Cascade
CLASS(ES)
Service Objects
INTERNAL METRIC ID
RESOURCE_GI2.AGENT_NAME
WHERE (RESOURCE_.RESOURCE_TYPE_CODE='AGENT')
LIST OF VALUES
agentcascade_lov
DATA TYPE
Character
SO_AGENT_CASCADE
INTRODUCED IN
8.1.1
DESCRIPTION
This dimension enables data to be organized by the name of the agent who is associated with the interaction. Refer to Using
Cascading Prompts in the Genesys Interactive Insights User Guide for information on how to use this dimension.
92
GI2 Dimensions
Agent Group
CLASS(ES)
Agent\Activity
Agent Contact
Agent Detail
State and Reason
INTERNAL METRIC ID
GROUP_.GROUP_NAME
WHERE GROUP_.GROUP_TYPE_CODE in
('AGENT', 'UNKNOWN','NO_VALUE')
LIST OF VALUES
DATA TYPE
agentgroup_lov
INTRODUCED IN
Character
A_AGENT_GROUP
CA_AGENT_GROUP
AD_AGENT_GROUP
IA_AGENT_GROUP
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the groups to which agents belong.
Note: An agent can belong to more than one agent group.

CLASS(ES)
Service Objects
INTERNAL METRIC ID
RESOURCE_GROUP_COMBINATION.GROUP_
COMBINATION_KEY
LIST OF VALUES
None
DATA TYPE
A_GROUP_
COMBINATION_KEY
INTRODUCED IN
Number
7.6
DESCRIPTION
This dimension enables data to be organized by the related primary key of the RESOURCE_GROUP_COMBINATION dimension. This hidden dimension is reserved for internal computations.
Agent Name
CLASS(ES)
Agent\Activity
Agent Contact
Agent Detail
Service Objects
State and Reason
INTERNAL METRIC ID
LIST OF VALUES
agentname_lov
agentnamesingle_lov (for
the Service Objects class)
DATA TYPE
Character
INTRODUCED IN
7.6.0
A_AGENT_NAME
CA_AGENT_NAME
AD_AGENT_NAME
SO_AGENT_NAME
IA_AGENT_NAME
DESCRIPTION
This dimension enables data to be organized by certain attributes of the agent who is associated with the interaction.
Note: The details were added to this dimension during the 8.0 release.
DETAIL(S)
Employee ID
DESCRIPTION
Enables data to be organized by the employee ID of the agent who is associated with the
interaction.
RESOURCE_GI2.EMPLOYEE_ID
WHERE RESOURCE_.RESOURCE_TYPE_CODE='AGENT'
First Name
Enables data to be organized by the first name of the agent who is associated with the interaction.
RESOURCE_GI2.AGENT_FIRST_NAME
DATA TYPE
Character
DESCRIPTION
Enables data to be organized by the last name of the agent who is associated with the interaction.
RESOURCE_GI2.AGENT_LAST_NAME
Universe Guide
Character
DESCRIPTION
Last Name
DATA TYPE
DATA TYPE
Character
93
GI2 Dimensions
Agent Name
User Name
DESCRIPTION
Enables data to be organized by the user name of the agent who is associated with the
interaction.
DATA TYPE
RESOURCE_GI2.RESOURCE_NAME
Character
Agent/Queue Order
CLASS(ES)
Detail\Flow
INTERNAL METRIC ID
See Note.
LIST OF VALUES
None
IF_ORDER_KEY
DATA TYPE
INTRODUCED IN
Character
7.6.2
DESCRIPTION
This dimension enables data to be organized according to the order of resource involvement in the interaction. The Interaction Flow Report uses this dimension to order the handling-resource data that is presented in the report. This dimension is
reserved for use within this report only.
Note: This dimension references a field in a derived table.
ALL
CLASS(ES)
Service Objects
INTERNAL METRIC ID
In 8.1.1 releases beginning with 8.1.104.11, and

8.1.4 releases later than 8.1.400.19:
CONSTANTS2_GI2.CONST_VALUE
WHERE CONSTANTS2_GI2.CONST_TYPE='CONSTANT'
SO_ALL
In release 8.1.3 and 8.1.400.19:

GI2_CONSTANTS.VALUE
WHERE GI2_CONSTANTS.TYPE='CONSTANT
LIST OF VALUES
None
DATA TYPE
Number
INTRODUCED IN
8.1.1
DESCRIPTION
This dimension enables the value ALL to be included in a report prompt. This dimension is used for internal computations.
Business Result
CLASS(ES)
Agent\Activity
Agent Contact
Business Attribute
Contact Attempt
Queue
INTERNAL METRIC ID
INTERACTION_DESCRIPTOR_GI2.BUSINESS_RESULT
LIST OF VALUES
businessresult_lov
DATA TYPE
Character
INTRODUCED IN
7.6.1
A_BUSINESS_RESULT
A_CA_BUSINESS_RESULT
T_BUSINESS_RESULT
Q_BUSINESS_RESULT
CA_BUSINESS_RESULT
DESCRIPTION
This dimension enables data to be organized by the configured business result.
94
GI2 Dimensions
Campaign
CLASS(ES)
Agent Contact
Contact Attempt
INFO MART TABLE.COLUMN
INTERNAL METRIC ID
CAMPAIGN.CAMPAIGN_NAME
LIST OF VALUES
DATA TYPE
campaignname_lov
INTRODUCED IN
Character
A_CA_CAMPAIGN_NAME
CA_CAMPAIGN_NAME
8.0.1
DESCRIPTION
This dimension enables data to be organized by the name of the outbound campaign.
Campaign Group
CLASS(ES)
Agent Contact
Contact Attempt
INTERNAL METRIC ID
CAMPAIGN.CAMPAIGN_NAME &
GROUP_CA.GROUP_NAME
LIST OF VALUES
DATA TYPE
None
Character
A_CA_CAMPAIGN_GROUP_NAME
CA_CAMPAIGN_GROUP_NAME
INTRODUCED IN
8.0.1
DESCRIPTION
This dimension enables data to be organized by the group associated with the outbound campaign.
DETAIL(S)
Group Name
DESCRIPTION
Enables data to be organized by the name of the agent (or place) group to which the agent (or
place), processing the interaction, belongs.
DATA TYPE
GROUP_CA.GROUP_NAME
WHERE GROUP_TYPE_CODE in
('NO_VALUE', 'UNKNOWN', 'AGENT','PLACE')
Character
Case ID
CLASS(ES)
INTERNAL METRIC ID
IRF_USER_DATA_GEN_1.CASE_ID
LIST OF VALUES
None
DATA TYPE
Character
IRF_CASE_ID
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by case ID of an external management application, which can be used to tie this
third-party application data in with Info Mart data.
Category
CLASS(ES)
Activity\..\Activity User
Data Example
Business Attribute\BA
User Data Example
INTERNAL METRIC ID
USER_DATA_GEN_ES.CTGNAME
LIST OF VALUES
categoryname_lov
DATA TYPE
Character
@A_CTGNAME
INTRODUCED IN
8.1.1
@T_CTGNAME
DESCRIPTION
This dimension enables data to be organized by the standard responses to interactions that are configured in your environment.
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CLASS(ES)
Data Example
User Data Example
INTERNAL METRIC ID
USER_DATA_GEN_ES.CLASSIFY_ACTIONABILITY_CTGNAME
LIST OF VALUES
clactionabilitycategory
name_lov
DATA TYPE
INTRODUCED IN
Character
8.1.1
@A_CLASSIFY_ACTIONA
BILITY_CTGNAME
@T_CLASSIFY_ACTIONA
BILITY_CTGNAME
DESCRIPTION
This dimension enables data to be organized by the degree to which interactions require agent attentiontheir actionability.

CLASS(ES)
Data Example
User Data Example
INTERNAL METRIC ID
USER_DATA_GEN_ES.CLASSIFY_SENTIMENT_CTGNAME
LIST OF VALUES
clsentimentcategoryn
ame_lov
DATA TYPE
@A_CLASSIFY_SENTIMENT_
CTGNAME
@T_CLASSIFY_SENTIMENT_
CTGNAME
INTRODUCED IN
Character
8.1.1
DESCRIPTION
This dimension enables data to be organized by the characteristic of interactions that reflects the attitude expressed therein,
generally positive, negative, or neutral.
Connection ID
CLASS(ES)
Detail\Flow
INTERNAL METRIC ID
INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_ID
LIST OF VALUES
None
IF_CONNECTION_ID
IRF_MEDIA_SERVER_IXN_ID
DATA TYPE
INTRODUCED IN
Number
7.6.2
DESCRIPTION
This dimension enables data to be organized by attributes of the interactions connection ID.
DETAIL(S)
From
DESCRIPTION
Enables data to be organized by the source address of the interaction. For voice, the source
address is the interactions automatic number identification (ANI). For e-mail, the source address
is the customer's e-mail address. For chat, the source address is empty.
INTERACTION_FACT.SOURCE_ADDRESS
GUID
Enables data to be organized by the globally unique identifier of the interaction as reported by the
interaction media server. This identifier may not be unique. In the case of T-Server voice
interactions, the GUID is the Call UUID. In the case of Multimedia, the GUID is the Interaction ID
from Interaction Server.
INTERACTION_FACT.MEDIA_SERVER_IXN_GUID
DATA TYPE
Character
DESCRIPTION
Enables data to be organized by the ID of the original interaction given multi-threaded interaction
scenarios. This field is currently used only to link an e-mail customer-reply interaction to the
original e-mail interaction in the thread. This field is null for all other interaction types, and its value
might not be unique.
INTERACTION_FACT.MEDIA_SERVER_ROOT_IXN_ID
96
Character
DESCRIPTION
Root ID
DATA TYPE
DATA TYPE
Character
GI2 Dimensions
Connection ID
To
DESCRIPTION
Enables data to be organized by the target address of the interaction. For voice, the target
address is the interactions dialed number identification service (DNIS). For e-mail, the target
address is a contact center email address. For chat, the target address is empty.
DATA TYPE
INTERACTION_FACT.TARGET_ADDRESS
Character
Contact List
CLASS(ES)
Contact Attempt
INTERNAL METRIC ID
CALLING_LIST.CALLING_LIST_NAME
LIST OF VALUES
DATA TYPE
callinglist_lov
Character
CA_CALLING_LIST_NAME
INTRODUCED IN
8.0.1
DESCRIPTION
This dimension enables data to be organized by the contact list (that is, the calling list) that was used to run outbound
campaigns.
Customer ID
CLASS(ES)
Detail\Flow
INTERNAL METRIC ID
FILTERED_V_INTERACTION_FACT.CUSTOMER_ID
IRF_USER_DATA_GEN_1.CUSTOMER_ID
LIST OF VALUES
DATA TYPE
None
IF_CUSTOMER_ID
IRF_CUSTOMER_ID
INTRODUCED IN
Character
7.6.2
DESCRIPTION
The customer ID as it appears in an external CRM application. This value enables Genesys Info Mart tables to be joined to
external data-mart tables and is referenced by the user-defined Genesys Info Mart key that has an ID of 10053. Refer to the
Genesys Info Mart 8.0 Deployment Guide for information about Genesys Info Mart attached data key assignments.
Note: The Customer ID dimension in the Flow class references a field in a derived table whose values are sourced, in part,
from the listed Info Mart table.
Customer Segment
CLASS(ES)
Agent\Activity
Agent Contact
Business Attribute
Contact Attempt
Queue
INTERNAL METRIC ID
INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT
LIST OF VALUES
DATA TYPE
customersegment_lov
Character
INTRODUCED IN
7.6.1
A_CUSTOMER_SEGMENT
A_CA_CUSTOMER_SEGMENT
T_CUSTOMER_SEGMENT
CA_CUSTOMER_SEGMENT
Q_CUSTOMER_SEGMENT
DESCRIPTION
This dimension enables data to be organized by the configured customer segment.
Date
CLASS(ES)
Time
INTERNAL METRIC ID
DATE_TIME.CAL_DATE
LIST OF VALUES
None
CAL_DATE
DATA TYPE
INTRODUCED IN
Date
DESCRIPTION
This hidden dimension enables data within the reporting interval to be organized by a particular date. This dimension is used
for internal computations.
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GI2 Dimensions
Date Range
CLASS(ES)
Time
INTERNAL METRIC ID
RELATIVE_RANGE.RANGE_NAME
LIST OF VALUES
daterange_lov
DATA TYPE
Character
DATE_RANGE
INTRODUCED IN
7.6
DESCRIPTION
This hidden dimension enables data to be organized by a date range within the reporting interval. This dimension is used for
internal computations.
Date Time Day Key

CLASS(ES)
Service Objects
INTERNAL METRIC ID
DATE_TIME.DATE_TIME_DAY_KEY
LIST OF VALUES
None
DATA TYPE
Number
DATE_TIME_DAY_KEY
INTRODUCED IN
8.0.0
DESCRIPTION
This hidden dimension enables data to be organized by a particular day within the reporting interval. This dimension is used
Date Time Key

CLASS(ES)
Service Objects
INTERNAL METRIC ID
DATE_TIME.DATE_TIME_KEY
LIST OF VALUES
None
DATA TYPE
Number
DATE_TIME_KEY
INTRODUCED IN
8.0.0
DESCRIPTION
This hidden dimension enables data within the reporting interval to be organized by the primary key of the DATE_TIME table.
This dimension is used for internal computations.
Day
CLASS(ES)
Time\Forecast
Time
INTERNAL METRIC ID
FORECAST_DATE_TIME.LABEL_YYYY_MM_DD
DATE_TIME.LABEL_YYYY_MM_DD
LIST OF VALUES
None
DATA TYPE
Character
F_DAY
DAY
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
Day Date Range

CLASS(ES)
Time
INTERNAL METRIC ID
WHERE DAY_FLAG=1
LIST OF VALUES
daydaterange_lov
DATA TYPE
Character
DATE_RANGE_DAY
INTRODUCED IN
8.0.0
DESCRIPTION
This hidden dimension enables data to be organized by a particular day within the reporting interval. This dimension is used
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GI2 Dimensions
Dimension 1
CLASS(ES)
Agent\..\Activity User
Data Example
Business Attribute\..\BA
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
USER_DATA_CUST_DIM_1.DIM_ATTRIBUTE_1
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_1
@T_DIM_ATTRIBUTE_1
@Q_DIM_ATTRIBUTE_1
DESCRIPTION
This hidden dimension enables data within the reporting interval to be organized by a particular user-data dimension that is
configured within your environment. Refer to Using Attached Data in the Interactive insights 8.1 Users Guide for information
on how to use this hidden object.
Dimension 2
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_2
@T_DIM_ATTRIBUTE_2
@Q_DIM_ATTRIBUTE_2
DESCRIPTION
Dimension 3
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_3
@T_DIM_ATTRIBUTE_3
@Q_DIM_ATTRIBUTE_3
DESCRIPTION
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GI2 Dimensions
Dimension 4
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_4
@T_DIM_ATTRIBUTE_4
@Q_DIM_ATTRIBUTE_4
DESCRIPTION
Dimension 5
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_5
@T_DIM_ATTRIBUTE_5
@Q_DIM_ATTRIBUTE_5
DESCRIPTION
Dimension 6
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_6
@T_DIM_ATTRIBUTE_6
@Q_DIM_ATTRIBUTE_6
DESCRIPTION
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GI2 Dimensions
Dimension 7
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_7
@T_DIM_ATTRIBUTE_7
@Q_DIM_ATTRIBUTE_7
DESCRIPTION
Dimension 8
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_8
@T_DIM_ATTRIBUTE_8
@Q_DIM_ATTRIBUTE_8
DESCRIPTION
Dimension 9
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_9
@T_DIM_ATTRIBUTE_9
@Q_DIM_ATTRIBUTE_9
DESCRIPTION
Dimension 10
CLASS(ES)
Data Example
User Data Example
Queue\..\Queue User
Data Example
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_DIM_ATTRIBUTE_10
@T_DIM_ATTRIBUTE_10
@Q_DIM_ATTRIBUTE_10
DESCRIPTION
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GI2 Dimensions
Empty Hint
CLASS(ES)
INTERNAL METRIC ID
Service Objects
EMPTY_HINT
LIST OF VALUES
None
DATA TYPE
Number
INTRODUCED IN
8.1.1
DESCRIPTION
This dimension stores the commented instruction that is passed to the Oracle RDBMS to optimize the query in which this
dimension is used.
Note: The query statement block can contain only one such hint which must immediately follow the SELECT keyword. If you
alter the report in which this dimension is used, make sure this dimension remains first within the Web Intelligence query
panel.
End Range
CLASS(ES)
Time
INTERNAL METRIC ID
RELATIVE_RANGE_NAME.RANGE_END
LIST OF VALUES
None
DATA TYPE
DATE_RANGE_END
INTRODUCED IN
Character
8.1.1
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the end date of the user-designated date range.
End-range values are presented in YYYY-MM-DD format.
All Interactive Insights reports use this dimension in the report header to provide the actual date(s) of the user-selected preset
date or date range (for example, Yesterday and Month to Date.) Where the selected preset value spans one day only, the
actual date value in the report header is derived from this dimension only. For values spanning more than one day, the report
header uses the Start Range dimension in conjunction with this dimension.
End Timestamp
CLASS(ES)
Detail\..\Ixn State
INTERNAL METRIC ID
IXN_RESOURCE_STATE_FACT_GI2.END_TS_TIME
LIST OF VALUES
None
DATA TYPE
IRSF_END_TS_TIME
INTRODUCED IN
Date
8.0.0
DESCRIPTION
This dimension enables data to be organized by the calendar date and time when the interaction state ended.
End Timestamp
CLASS(ES)
Detail\..\Session
INTERNAL METRIC ID
SM_RES_SESSION_FACT_GI2.END_TS_TIME
LIST OF VALUES
None
DATA TYPE
Date
SESS_END_TS_TIME
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by the calendar date and time when the agent session ended. If the agent has
not logged out, the value of this dimension is NULL.
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GI2 Dimensions
End Timestamp
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
SM_RES_STATE_FACT_GI2.END_TS_TIME
LIST OF VALUES
None
DATA TYPE
Date
STATE_END_TS_TIME
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by the calendar date and time when the agent state ended.
Flow Hint
CLASS(ES)
Service Objects
INTERNAL METRIC ID
/*+ INDEX(FILTERED_V_INTERACTION_FACT.FILTERED_V_INT_FACT_
INNER.mif.msf PK_M_SEGMENT_FACT)
INDEX(FILTERED_V_INTERACTION_FACT.FILTERED_V_INT_FACT_INNER.mi
f.irfug PK_IRF_USER_DATA_GEN_1)
INDEX(FILTERED_V_INTERACTION_FACT.FILTERED_V_INT_FACT_INNER.mi
f.irfug2 PK_IRF_USER_DATA_GEN_1) */ 1
LIST OF VALUES
None
DATA TYPE
FLOW_HINT
INTRODUCED IN
Number
8.1.1
DESCRIPTION
dimension is used.
panel.

CLASS(ES)
Service Objects
INTERNAL METRIC ID
/*+ INDEX(INTERACTION_FACT_GI2.f PK_INTERCTN_FT) */ 1

LIST OF VALUES
None
DATA TYPE
Number
HANDLING_ATTEMPT_HINT
INTRODUCED IN
8.1.1
DESCRIPTION
dimension is used.
panel.
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GI2 Dimensions
Handling Resource
CLASS(ES)
INTERNAL METRIC ID
RESOURCE_TARGET.RESOURCE_NAME
LIST OF VALUES
IRF_TARGET_RESOURCE_NAME
DATA TYPE
None
INTRODUCED IN
Character
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the queue, virtual queue, workbin, Interaction queue, IVR port,
or agent.
DETAIL(S)
Handling Resource Type
DESCRIPTION
Enables data to be organized by the type of type of targetfor example, Agent, Queue, and
IVRPort.
DATA TYPE
RESOURCE_.RESOURCE_TYPE
Character
Hour
CLASS(ES)
Time\Forecast
Time
INTERNAL METRIC ID
FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24
DATE_TIME.LABEL_YYYY_MM_DD_HH24
LIST OF VALUES
hour_lov
DATA TYPE
Character
F_HOUR
HOUR
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by a particular hour within a day. Hour values are
presented in YYYY-MM-DD-HH24 format.
Hour Num in Day

CLASS(ES)
Service Objects
INTERNAL METRIC ID
DATE_TIME.CAL_HOUR_24_NUM_IN_DAY
LIST OF VALUES
None
DATA TYPE
HOUR_NUM_DAY
INTRODUCED IN
Number
8.0.0
DESCRIPTION
This hidden dimension enables data within the reporting interval to be organized by hour. This dimension is used for internal
computations.
Influence Category
CLASS(ES)
Data Example
User Data Example
INTERNAL METRIC ID
LIST OF VALUES
influencecategoryname_lov
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_INFLUENCE_CATEGORY_
CTGNAME
@T_INFLUENCE_CATEGORY_
CTGNAME
DESCRIPTION
This dimension enables data to be organized by the customers clout that has amassed on social networks at the time that
interactions entered or began within the contact center.
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GI2 Dimensions
Interaction ID
CLASS(ES)
Detail\Flow
Detail\Transfer
INTERNAL METRIC ID
FILTERED_V_INTERACTION_FACT.INTERACTION_ID
INTERACTION_RESOURCE_FACT_GI2.INTERACTION_ID
LIST OF VALUES
None
DATA TYPE
Number
INTRODUCED IN
IF_INTERACTION_ID
IRF_INTERACTION_ID
T_IRF_INTERACTION_ID
7.6.2
DESCRIPTION
This dimension enables data to be organized by the interaction ID of the INTERACTION_FACT or the INTERACTION_RESOURCE_
FACT table. For voice interactions, the Interaction ID is the calls connection ID, which is assigned by the telephony server.
This ID remains unchanged for as long as the telephony server processes the interaction. For multimedia interactions originating from an Interaction Server, this value is the assigned Interaction ID.
DETAIL(S)
Duration
(Not in Flow class)
DETAIL(S)
End Timestamp
DESCRIPTION
Enables data to be organized by the difference of the start and end timestamps of the interaction.
INTERACTION_FACT_GI2.END_TS,
INTERACTION_FACT_GI2.START_TS
Enables data to be organized by the moment when the interaction ended.

INTERACTION_FACT_GI2.END_TS_TIME
From
(Transfer class only)
(Not in Flow class)
INTERACTION_FACT_GI2.SOURCE_ADDRESS
((Not in Flow class)

Handling Attempt Target
Start
Universe Guide
Character
Enables data to be organized by the moment when the resource's participation in the interaction
ended.
DATA TYPE
Date
DESCRIPTION
Enables data to be organized by the globally unique identifier of the interaction as reported by the
interaction media server. This identifier may not be unique. In the case of T-Server voice
interactions, the GUID is the Call UUID. In the case of Multimedia, the GUID is the Interaction ID
from Interaction Server.
DATA TYPE
Character
DESCRIPTION
Enables data to be organized by the moment when the resource began to participate in the interaction.
INTERACTION_RESOURCE_FACT_GI2.START_TS_TIME
Attempt ID
DATA TYPE
DESCRIPTION
INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_GUID
(Not in Flow class)
Date
Enables data to be organized by the source address of the interaction.

DATA TYPE
DESCRIPTION
INTERACTION_RESOURCE_FACT_GI2.END_TS_TIME
GUID
Number
DESCRIPTION
DETAIL(S)
DATA TYPE
DATA TYPE
Date
DESCRIPTION
Enables data to be organized by the primary key of the INTERACTION_RESOURCE_FACT table.

INTERACTION_RESOURCE_FACT_GI2.INTERACTION_
RESOURCE_ID
DATA TYPE
Number
DESCRIPTION
Enables data to be organized by the moment when the resource receiving the transfer began to
participate in the interaction.
INTERACTION_RES_FACT_RCV_GI2.START_TS_TIME
DATA TYPE
Data
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GI2 Dimensions
Interaction ID
Media Type
DESCRIPTION
Enables data to be organized by the media type of the interactionfor example, Voice, Email,
and Chat.
DATA TYPE
MEDIA_TYPE.MEDIA_NAME
Skill Combination
Requested
(Handling Attempt class
only)
Start Time
(Flow class only)
Start Timestamp
Character
DESCRIPTION
This detail enables data to be organized by a string representation of all skills and proficiencies
requested by the interaction.
DATA TYPE
REQUESTED_SKILL_COMBINATION.SKILL_COMBINATION_
STRING
Character
DESCRIPTION
Enables data to be organized by the time at which the interaction began.

DATA TYPE
FILTERED_V_INTERACTION_FACT.START_TS
Date
DESCRIPTION
Enables data to be organized by the moment when the interaction began.

DATA TYPE
INTERACTION_FACT_GI2.START_TS_TIME
Stop Action
Date
This detail has different meaning for voice and multimedia interactions.
For voice, this detail enables data to be organized by whether the initiating party released the call.
(Handling Attempt class

only)
0Indicates that the initiating party did not release the call.
1Indicates that the initiating party did release the call.
nullIndicates that such information is not available.
For multimedia, this detail enables data to be organized by whether the interaction was released
by the last interaction resource fact (IRF) that is associated with the interaction:
0Indicates that the interaction was stopped at the associated IRF resource by some entity that
was not a party to the interaction, such as by Interaction Server or a media server.
1Indicates that the interaction was stopped by the associated IRF resource.
nullIndicates that the interaction was not stopped at the associated IRF resource.
Refer to Genesys Info Mart documentation for information about IRFs and parties.
DATA TYPE
INTERACTION_RESOURCE_FACT_GI2.STOP_ACTION
DETAIL(S)
To
106
Number
DESCRIPTION
Enables data to be organized by the target address of the interaction.

INTERACTION_FACT_GI2.TARGET_ADDRESS
DATA TYPE
Character
GI2 Dimensions
Interaction Subtype
CLASS(ES)
Agent\Activity
Agent Contact
Business Attribute
Detail\Flow
Interaction State
Queue
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_TYPE_GI2.
INTERACTION_SUBTYPE
LIST OF VALUES
A_INTERACTION_SUBTYPE
CA_INTERACTION_SUBTYPE
T_INTERACTION_SUBTYPE
IF_INTERACTION_SUBTYPE
IRF_INTERACTION_SUBTYPE_CODE
IA_AGENT_INTERACTION_SUBTYPE
Q_INTERACTION_SUBTYPE
T_IRF_INTERACTION_SUBTYPE_CODE
DATA TYPE
interactionsubtype_lov
INTRODUCED IN
Character
8.0.0
DESCRIPTION
This dimension enables data to be organized by the interactions subtype; for example, InboundNew and Outbound
Notification.
Interaction Type
CLASS(ES)
Agent\Activity
Agent Contact
Business Attribute
Detail\Flow
Interaction State
Ixn State
Queue
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_TYPE_GI2.
INTERACTION_TYPE
LIST OF VALUES
interactiontype_lov
DATA TYPE
Character
INTRODUCED IN
8.0.0
A_INTERACTION_TYPE
A_CA_INTERACTION_TYPE
T_INTERACTION_TYPE
IF_INTERACTION_TYPE
IRF_INTERACTION_TYPE
IA_AGENT_INTERACTION_TYPE
IRSF_INTERACTION_TYPE
Q_INTERACTION_TYPE
T_IRF_INTERACTION_TYPE
DESCRIPTION
This dimension enables data to be organized by the interactions typefor example, Inbound, Outbound, and Internal.
Interaction Type
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
None
LIST OF VALUES
None
STATE_INTERACTION_TYPE
DATA TYPE
Character
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension is always null and is provided only to populate null values in the Interaction Type column of the Agent
Details Activity Report when the record specifically reports data about an agents status or his/her session. Agent
statuses and sessions have no interaction type.
Is Current Data
CLASS(ES)
Time\Forecast
INTERNAL METRIC ID
None
LIST OF VALUES
None
F_IS_CURRENT_DATA
DATA TYPE
Number
INTRODUCED IN
8.1.0
DESCRIPTION
This dimension stores an internal value that is used to load values in the formula for the Interaction Volume Service Type
Trend Report.
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Is Forecast Data
CLASS(ES)
Time\Forecast
INTERNAL METRIC ID
None
LIST OF VALUES
None
F_IS_FORECAST_DATA
DATA TYPE
Number
INTRODUCED IN
8.1.0
DESCRIPTION
This dimension stores an internal value that is used to load values in the formula for the Interaction Volume Service Type
Trend Report.
Last IVR
CLASS(ES)
INTERNAL METRIC ID
RESOURCE_IVR.RESOURCE_NAME
LIST OF VALUES
None
DATA TYPE
Character
IRF_IVR_RESOURCE_NAME
INTRODUCED IN
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the IVR in which the interaction traveled.
Last Queue
CLASS(ES)
INTERNAL METRIC ID
RESOURCE_Q.RESOURCE_NAME
WHERE RESOURCE_TYPE_CODE=QUEUE
LIST OF VALUES
queue_lov
DATA TYPE
Character
IRF_Q_RESOURCE_NAME
INTRODUCED IN
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the last queue in which the interaction traveled before it was
handled. This dimension excludes virtual queues.
DETAIL(S)
Last Queue Type
DESCRIPTION
This detail enables data within the reporting interval to be organized by the type of queue, such as
ACDQueue, InteractionQueue, or InteractionWorkBin.
Note: Adding this detail to a report will have significant impact on performance.
DATA TYPE
RESOURCE_Q.RESOURCE_SUBTYPE
Character
Last VQueue
CLASS(ES)
INTERNAL METRIC ID
RESOURCE_VQ.RESOURCE_NAME
LIST OF VALUES
queue_lov
DATA TYPE
Character
IRF_VQ_RESOURCE_NAME
INTRODUCED IN
8.1.4
DESCRIPTION
This dimension enables data to be organized by the name of the last virtual queue in which the interaction traveled before it
was handled.
DETAIL(S)
Last VQueue Type
DESCRIPTION
This detail enables data within the reporting interval to be organized by the type of virtual queue.
Note: Adding this detail to a report will have significant impact on performance.
RESOURCE_VQ.RESOURCE_SUBTYPE
108
DATA TYPE
Character
GI2 Dimensions
Media Type
CLASS(ES)
Agent\Activity
Agent Contact
Agent Detail
Business
Attribute
INTERNAL METRIC ID
MEDIA_TYPE.MEDIA_NAME
Contact
Attempt
Queue
State and
Reason
A_MEDIA_TYPE
A_CA_MEDIA_TYPE
AD_MEDIA_TYPE
T_MEDIA_TYPE
LIST OF VALUES
DATA TYPE
mediatype_lov
Character
CA_MEDIA_TYPE
Q_MEDIA_TYPE
IA_AGENT_MEDIA_
TYPE
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by the interactions media typefor example, Voice, Email, and Chat.
Month
CLASS(ES)
Time\Forecast
Time
INTERNAL METRIC ID
FORECAST_DATE_TIME.LABEL_YYYY_MM
DATE_TIME.LABEL_YYYY_MM
LIST OF VALUES
None
DATA TYPE
F_MONTH
MONTH
INTRODUCED IN
Character
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by a particular month within a year. Month values
are presented in YYYY-MM format.
Month Year Ago

CLASS(ES)
Time
INTERNAL METRIC ID
DATE_TIME_YEAR_AGO.LABEL_YYYY_MM
LIST OF VALUES
None
DATA TYPE
MONTH_YEAR_AGO
INTRODUCED IN
Character
8.0.0
DESCRIPTION
This dimension is used in the Interaction Volume Summary Report to enable year-by-year comparisons of data that is
aggregated by month. This dimension is specifically for the first year of the comparison. Month values are presented in YYYYMM format.
Month Year Next

CLASS(ES)
Time
INTERNAL METRIC ID
DATE_TIME_YEAR_NEXT.LABEL_YYYY_MM
LIST OF VALUES
None
DATA TYPE
Character
MONTH_YEAR_NEXT
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension is used in the Interaction Volume Summary Report to enable year-by-year comparisons of data that is
aggregated by month. This dimension is specifically for the second year of the comparison. Month values are presented in
YYYY-MM format.
Pre-Set Date Filter

CLASS(ES)
Service Objects
INTERNAL METRIC ID
@Variable('Pre-set Date Filter:')

LIST OF VALUES
daterange_lov
DATA TYPE
Character
PRE_SET_DATE_FILTER
INTRODUCED IN
8.0.1
DESCRIPTION
This hidden dimension uses a variable in internal computations to return pre-set dates.
Universe Guide
109
GI2 Dimensions
Pre-Set Day Filter

CLASS(ES)
Service Objects
INTERNAL METRIC ID
@Variable('Pre-set Day Filter:')

LIST OF VALUES
daydaterange_lov
DATA TYPE
Character
PRE_SET_DAY_FILTER
INTRODUCED IN
8.0.1
DESCRIPTION
This hidden dimension uses a variable in internal computations to return pre-set dates.
Quarter
CLASS(ES)
Time\Forecast
Time
INTERNAL METRIC ID
FORECAST_DATE_TIME.LABEL_YYYY_QQ
DATE_TIME.LABEL_YYYY_QQ
LIST OF VALUES
None
DATA TYPE
Character
F_QRTR
QRTR
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by a particular quarter within a year. Quarter values
are presented in YYYY-QQ format.
Queue
CLASS(ES)
Queue
INTERNAL METRIC ID
WHERE RESOURCE_TYPE_CODE='QUEUE'
LIST OF VALUES
queue_lov
DATA TYPE
Character
Q_QUEUE
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue,
interaction queue, or workbin.
DETAIL(S)
Queue Type
DESCRIPTION
ACDQueue, VirtualQueue, InteractionQueue, or InteractionWorkBin.
DATA TYPE
Character
Queue
CLASS(ES)
Agent\Activity
INTERNAL METRIC ID
LIST OF VALUES
queue_lov
DATA TYPE
Character
A_QUEUE
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the name of the ACD queue, virtual queue,
interaction queue, or workbin.
110
GI2 Dimensions
Queue Type
CLASS(ES)
Agent\Activity
INTERNAL METRIC ID
WHERE RESOURCE_Q.RESOURCE_TYPE_CODE='QUEUE'
LIST OF VALUES
DATA TYPE
A_QUEUE _TYPE
INTRODUCED IN
Character
8.1.4
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the type of queue, such as ACDQueue, VirtualQueue, InteractionQueue, or InteractionWorkBin.
Queue Cascade
CLASS(ES)
Service Objects
INTERNAL METRIC ID
WHERE (RESOURCE_.RESOURCE_TYPE_CODE='QUEUE')
LIST OF VALUES
DATA TYPE
queuecascade_lov
SO_QUEUE_CASCADE
INTRODUCED IN
Character
8.1.1
DESCRIPTION
This hidden dimension enables data to be organized by the name of the ACD queue, virtual queue, interaction queue, or
workbin. Refer to Using Cascading Prompts in the Genesys Interactive Insights User Guide for information on how to use
this dimension.
Queue Group
CLASS(ES)
Agent\Activity
Queue
INTERNAL METRIC ID
GROUP_Q.GROUP_NAME
WHERE GROUP_TYPE_CODE in ('QUEUE', UNKNOWN,
NO VALUE)
LIST OF VALUES
DATA TYPE
queuegroup_lov
A_QUEUE_GROUP
Q_QUEUE_GROUP
INTRODUCED IN
Character
7.6.0
DESCRIPTION
This dimension enables reporting data within the reporting interval to be organized by the name of the queue group.
Note: A queue can belong to more than one queue group.
Queue Group Combination Key

CLASS(ES)
Service Objects
INTERNAL METRIC ID
RESOURCE_GROUP_COMBINATION_Q.GROUP_
COMBINATION_KEY
LIST OF VALUES
None
DATA TYPE
Number
Q_GROUP_
COMBINATION_KEY
INTRODUCED IN
7.6
DESCRIPTION
This hidden dimension enables data to be organized by the queue-group related primary key of the RESOURCE_GROUP_
COMBINATION dimension. This dimension is reserved for internal computations.
Universe Guide
111
GI2 Dimensions
Reason Code
CLASS(ES)
Detail\..\State
Detail\..\State and Reason
INTERNAL METRIC ID
RESOURCE_STATE_REASON_GI2.REASON_CODE
LIST OF VALUES
None
DATA TYPE
STATE_REASON_CODE
IA_REASON_CODE
INTRODUCED IN
Character
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the reason that the agent selected.
DETAIL(S)
Reason Key
DESCRIPTION
For software-related reason codes, this detail enables data to be organized by the key of the keyvalue pair that is associated with this reason code. For hardware-related reason codes, the detail
is null.
DATA TYPE
RESOURCE_STATE_REASON.SOFTWARE_REASON_KEY
DETAIL(S)
Reason Type Code
Character
DESCRIPTION
This detail enables data within the reporting interval to be organized by the reason code that is
associated with the agents status.
DATA TYPE
RESOURCE_STATE_REASON.REASON_TYPE_CODE
Reason Value
Character
DESCRIPTION
For software-related reason codes, this detail enables data to be organized by the value of the
key-value pair that is associated with this reason code. For hardware-related reason codes, this
detail enables data to be organized by the hardware-related reason.
DATA TYPE
RESOURCE_STATE_REASON.SOFTWARE_REASON_VALUE or
RESOURCE_STATE_REASON.HARDWARE_REASON
Character
Reason Timestamp
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
SM_RES_STATE_REASON_FACT_GI2.START_TS_TIME
LIST OF VALUES
None
DATA TYPE
STATE_REASON_START_TS
INTRODUCED IN
Date
8.0.0
DESCRIPTION
This dimension enables data to be organized by the moment when the agent entered a specific state-reason combination.
Resource Name
CLASS(ES)
Agent\Activity
Agent Contact
INTERNAL METRIC ID
RESOURCE_.RESOURCE_NAME
LIST OF VALUES
resourcename_lov
DATA TYPE
Character
INTRODUCED IN
A_RESOURCE_NAME
A_CA_RESOURCE_NAME
7.6.2
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the name of a contact center handling resource,
such as the agents user name, IVR port, or IVR application name.
DETAIL(S)
Resource Type
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the type of
contact center resource.
112
DATA TYPE
Character
GI2 Dimensions
Resource Group
CLASS(ES)
Agent\Activity
INTERNAL METRIC ID
GROUP_R.GROUP_NAME
LIST OF VALUES
A_RESOURCE_GROUP
DATA TYPE
None
INTRODUCED IN
Character
8.1.1
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the groups to which resources belong.
Note: A resource can belong to more than one agent group.
Resource State
CLASS(ES)
INTERNAL METRIC ID
RESOURCE_STATE.STATE_NAME
LIST OF VALUES
None
IRF_STATE_NAME
DATA TYPE
INTRODUCED IN
Character
7.6.2
DESCRIPTION
The media-specific or detailed state of the resourcefor example, Busy, Ready, NotReady, and AfterCallWork.
DETAIL(S)
State Type
DESCRIPTION
The media-neutral state of the resourcefor example, Ready, WorkingReady, and

WorkingNotReady.
DATA TYPE
RESOURCE_STATE.STATE_TYPE
Character
Routing Target
CLASS(ES)
INTERNAL METRIC ID
Depending on the value of ROUTING_TARGET_TYPE_CODE, one of

the following or NULL:
IRF_ROUTING_TYPE
ROUTING_TARGET.AGENT_GROUP_NAME
ROUTING_TARGET.PLACE_GROUP_NAME
ROUTING_TARGET.SKILL_EXPRESSION
LIST OF VALUES
None
DATA TYPE
INTRODUCED IN
Character
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the agent group, place group, or skill expression that served
as the target of the routing strategy.

CLASS(ES)
INTERNAL METRIC ID
ROUTING_TARGET.
TARGET_OBJECT_SELECTED
LIST OF VALUES
None
DATA TYPE
Character
IRF_TARGET_OBJECT_SELECTED
INTRODUCED IN
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the DN group that is the target of the routing strategy.
Universe Guide
113
GI2 Dimensions
Routing Target Type

CLASS(ES)
INTERNAL METRIC ID
ROUTING_TARGET.ROUTING_TARGET_TYPE
LIST OF VALUES
IRF_ROUTING_TARGET_TYPE
DATA TYPE
None
INTRODUCED IN
Character
7.6.2
DESCRIPTION
This dimension enables data to be organized by the type of the routing targetfor example, Agent, Place, Agent Group,
Routing Point, and Queue.

CLASS(ES)
Data Example
User Data Example
INTERNAL METRIC ID
USER_DATA_GEN_ES.SCREEN_ACTIONABILITY_CTGNAME
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_SCREEN_
ACTIONABILITY_CTGNAME
@T_SCREEN_
ACTIONABILITY_CTGNAME
DESCRIPTION
This hidden dimension enables data within the reporting interval to be organized by the degree to which interactions require
agent attention. Refer to Using Attached Data in the Interactive insights 8.1 Users Guide for information on how to use this
dimension.

CLASS(ES)
Data Example
User Data Example
INTERNAL METRIC ID
USER_DATA_GEN_ES.SCREEN_SENTIMENT_CTGNAME
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.1
@A_SCREEN_SENTIMENT
_CTGNAME
@T_SCREEN_SENTIMENT
_CTGNAME
DESCRIPTION
This hidden dimension enables data within the reporting interval to be organized by the attitude that customers expressed
about their experience regarding interaction handling. Refer to Using Attached Data in the Interactive insights 8.1 Users
Guide for information on how to use this dimension.
Segment ID
CLASS(ES)
Detail\Flow
INTERNAL METRIC ID
FILTERED_V_INTERACTION_FACT.SEGMENT_ID
LIST OF VALUES
None
DATA TYPE
Character
IF_SEGMENT_ID
INTRODUCED IN
7.6.2
DESCRIPTION
This dimension organizes data on the Summary tab of the Interaction Flow report. This dimension is reserved for use within this
report only.
114
GI2 Dimensions
Service Subtype
CLASS(ES)
Agent\Activity
Agent Contact
Business Attribute
Contact Attempt
Queue
INTERNAL METRIC ID
INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE
LIST OF VALUES
servicesubtype_lov
DATA TYPE
A_SERVICE_SUBTYPE
A_CA_SERVICE_SUBTYPE
T_SERVICE_SUBTYPE
CA_SERVICE_SUBTYPE
Q_SERVICE_SUBTYPE
INTRODUCED IN
Character
7.6.0
DESCRIPTION
This dimension enables data to be organized by the detailed type of service that the customer requested.
Service Type
CLASS(ES)
Agent\Activity
Agent Contact
Business Attribute
Contact Attempt
Queue
INTERNAL METRIC ID
INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE
LIST OF VALUES
servicetype_lov
DATA TYPE
Character
A_SERVICE_TYPE
A_CA_SERVICE_TYPE
CA_SERVICE_TYPE
T_SERVICE_TYPE
Q_SERVICE_TYPE
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data to be organized by the type of service that was assigned to the interaction.
Session Key
CLASS(ES)
Session
INTERNAL METRIC ID
SM_RES_SESSION_FACT_GI2.SM_RES_SESSION_FACT_KEY
LIST OF VALUES
None
DATA TYPE
Number
INTRODUCED IN
SESS_SESSION_
FACT_KEY
8.0.0
DESCRIPTION
This dimension enables data to be organized by the agents active session for a particular media type.
Source
CLASS(ES)
Detail\Flow
Detail\Transfer
INTERNAL METRIC ID
RESOURCE_Q.RESOURCE_NAME (Flow class)

(Handling Attempt and Transfer classes)
LIST OF VALUES
DATA TYPE
None
Character
IF_Q_RESOURCE_NAME
IRF_RESOURCE_NAME
T_IRF_RESOURCE_NAME
INTRODUCED IN
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the handling resourcefor example, the IVR port number; the
name of the queue; or the first, last, and user name of the agent.
DETAIL(S)
Source Type
DESCRIPTION
Enables data to be organized by the resources typefor example, Agent, Queue, and IVRPort.
Universe Guide
DATA TYPE
Character
115
GI2 Dimensions

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
LIST OF VALUES
DATA TYPE
None
T_SOURCE_BUSINESS_RESULT
INTRODUCED IN
Character
8.1.1
DESCRIPTION
Source Code
CLASS(ES)
Detail\..\Ixn State
Detail\..\State
INTERNAL METRIC ID
None
LIST OF VALUES
DATA TYPE
None
IRSF_SOURCE_CODE
STATE_SOURCE_CODE
INTRODUCED IN
Number
8.0.0
DESCRIPTION
This dimension is reserved for internal calculations in the Agent Details Activity Report. Its value is 1 or 2 depending on
whether the record provides agent state data or interaction state data respectively.

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEG
MENT
LIST OF VALUES
DATA TYPE
None
Character
T_SOURCE_CUSTOMER_SEGMENT
INTRODUCED IN
8.1.1
DESCRIPTION
Source Last Queue

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
LIST OF VALUES
queue_lov
DATA TYPE
Character
T_IRF_Q_RESOURCE_NAME
INTRODUCED IN
8.1.1
DESCRIPTION
This dimension enables data to be organized by the name of the last queue in which the initiated transfer or conference traveled before it was handled. This dimension excludes virtual queues.
DETAIL(S)
Source Last Queue

Type
DESCRIPTION
Note: Adding this detail to a report will have a significant impact on performance.
116
DATA TYPE
Character
GI2 Dimensions

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE
LIST OF VALUES
None
DATA TYPE
INTRODUCED IN
Character
T_SOURCE_SERVICE_
TYPE_SUBTYPE
8.1.1
DESCRIPTION
Source Service Type

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
LIST OF VALUES
DATA TYPE
None
INTRODUCED IN
Character
T_SOURCE_
SERVICE_TYPE
8.1.1
DESCRIPTION

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT
LIST OF VALUES
None
DATA TYPE
Character
T_IRF_TECHNICAL_RESULT
INTRODUCED IN
8.1.1
DESCRIPTION
This dimension enables data to be organized by its dispositionits technical result and other aspects of the technical
resultfor example, Abandoned, Completed, Diverted, Pulled, and Transferred.
DETAIL(S)
Technical Result
Reason
DESCRIPTION
Enables data to be organized by the reason for the technical resultfor example, AbandonedWhileRinging, AnsweredByAgent, and RouteOnNoAnswer.
TECHNICAL_DESCRIPTOR.RESULT_REASON
Technical Result
Resource Role
TECHNICAL_DESCRIPTOR.RESOURCE_ROLE
DATA TYPE
Character
DESCRIPTION
Enables data to be organized by the reason of the resource rolefor example, ConferenceInitiator, ConferenceJoined, and PulledBackTimeout.
TECHNICAL_DESCRIPTOR.ROLE_REASON
Universe Guide
Character
Enables data to be organized by the role that is associated by the resourcefor example, Puller,
Received, and RoutedTo.

Reason
DATA TYPE
DATA TYPE
Character
117
GI2 Dimensions
Start Range
CLASS(ES)
Time
INTERNAL METRIC ID
RELATIVE_RANGE_NAME.RANGE_ START
LIST OF VALUES
None
DATA TYPE
DATE_RANGE_START
INTRODUCED IN
Character
8.1.1
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the start date of the user-designated date range.
Start-range values are presented in YYYY-MM-DD format.
All Interactive Insights reports use this dimension in the report header to provide the actual date(s) of the user-selected preset
date or date range (for example, Yesterday and Month to Date.) Where the selected preset value spans more than one day,
the report header uses this dimension in conjunction with the End Range dimension. For preset values spanning one day, the
actual date value in the report header is derived from the End Range dimension only.
Start Timestamp
CLASS(ES)
Detail\..\Ixn State
INTERNAL METRIC ID
IXN_RESOURCE_STATE_FACT_GI2.START_TS_TIME
LIST OF VALUES
None
DATA TYPE
Date
IRSF_START_TS_TIME
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by the calendar date and time when the interaction state began.
Start Timestamp
CLASS(ES)
Detail\..\Session
INTERNAL METRIC ID
SM_RES_SESSION_FACT_GI2.START_TS_TIME
LIST OF VALUES
None
DATA TYPE
Date
SESS_START_TS_TIME
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data to be organized by the calendar date and time when the agent session began.
Start Timestamp
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
SM_RES_STATE_FACT_GI2.START_TS_TIME
LIST OF VALUES
None
DATA TYPE
Date
STATE_START_TS_TIME
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data to be organized by the moment that the agent entered a specific state.
State
CLASS(ES)
Detail\..\Ixn State
INTERNAL METRIC ID
INTERACTION_RESOURCE_STATE_GI2.STATE_FULL_NAME
LIST OF VALUES
None
DATA TYPE
Character
IRSF_STATE
INTRODUCED IN
8.0.0
DESCRIPTION
Where a record provides interaction-related data, this dimension enables data to be organized by one of the following:
The interactions state.
The interactions state and role.
The interactions state, role, and descriptor.
118
GI2 Dimensions
State
CLASS(ES)
Detail\..\State
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
STATE_STATE
INTRODUCED IN
8.0.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the agents state. Status values depend on the
Genesys application (for example, Interaction Concentrator) that provides source data to Genesys Info Mart. For state
values, refer to the description of this Info Mart table column in the Genesys Info Mart Reference Manual.
DETAIL(S)
State Type Code
DESCRIPTION
This detail enables data within the reporting interval to be organized by the status code that is
associated with the agents state. The values of state type codes depend on the Genesys
application (for example, Interaction Concentrator) that provides source data to Genesys Info
Mart.
DATA TYPE
RESOURCE_STATE.STATE_TYPE_CODE
Character
State Name
CLASS(ES)
Agent\State and Reason
INTERNAL METRIC ID
LIST OF VALUES
None
DATA TYPE
Character
IA_STATE_NAME
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by the agents state. Status values depend on the
Genesys application (for example, Interaction Concentrator) that provides source data to Genesys Info Mart. For state values,
refer to the description of this Info Mart table column in the Genesys Info Mart Reference Manual.
DETAIL(S)
State Type Code
DESCRIPTION
This detail enables data within the reporting interval to be organized by the status code that is
associated with the agents state. The values of state type codes depend on the Genesys
application (for example, Interaction Concentrator) that supplies source data to Genesys Info Mart.
DATA TYPE
RESOURCE_STATE.STATE_TYPE_CODE
Character
Strategy Name
CLASS(ES)
INTERNAL METRIC ID
STRATEGY.STRATEGY_NAME
LIST OF VALUES
None
DATA TYPE
Character
IRF_STRATEGY_NAME
INTRODUCED IN
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name and other aspects of the routing strategy.
Strategy Type
DESCRIPTION
Enables data to be organized by the type of strategyfor example, RoutingStrategy and

IVRApplication.
STRATEGY.STRATEGY_TYPE
Universe Guide
DATA TYPE
Character
119
GI2 Dimensions
State Reason Hint

CLASS(ES)
Service Objects
INTERNAL METRIC ID
/*+ PUSH_PRED(SM_RES_STATE_REASON_FACT_GI2.) */ 1
LIST OF VALUES
None
DATA TYPE
Number
ST_RSN_HINT
INTRODUCED IN
8.1.1
DESCRIPTION
dimension is used.
panel.
Target
CLASS(ES)
Detail\Flow
Detail\Transfer
INTERNAL METRIC ID
RESOURCE_.RESOURCE_NAME (in Flow class)

RESOURCE_TARGET.RESOURCE_NAME (in Transfer class)
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
IF_RESOURCE_NAME
T_IRF_TARGET_
RESOURCE_NAME
7.6.2
DESCRIPTION
This dimension enables data to be organized by the name of the agent, queue, or self-service IVR port that processed the
interaction.
DETAIL(S)
Target Type
DESCRIPTION
Enables data to be organized by the resource typefor example, Agent, Queue, and IVRPort.
DATA TYPE
RESOURCE_.RESOURCE_TYPE (for Flow class))

RESOURCE_TARGET.RESOURCE_TYPE (for Transfer class)
Character

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_DESCR_RCV_GI2.BUSINESS_RESULT
LIST OF VALUES
None
DATA TYPE
Character
T_TARGET_BUSINESS_RESULT
INTRODUCED IN
8.1.1
DESCRIPTION

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_DESCR_RCV_GI2.CUSTOMER_SEGMENT
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
T_TARGET_
CUSTOMER_SEGMENT
8.1.1
DESCRIPTION
120
GI2 Dimensions
Target Last Queue

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
RESOURCE_RCV_Q.RESOURCE_NAME
LIST OF VALUES
queue_lov
DATA TYPE
Character
T_IRF_Q_RCV_
RESOURCE_NAME
INTRODUCED IN
8.1.1
DESCRIPTION
This dimension enables data to be organized by the name of the last queue in which the initiated transfer or conference traveled before it was handled. This dimension excludes virtual queues.
DETAIL(S)
Target Last Queue Type
DESCRIPTION
Note: Adding this detail to a report will have a significant impact on performance.
DATA TYPE
RESOURCE_RCV_Q.RESOURCE_SUBTYPE
Character

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_DESCR_RCV_GI2.SERVICE_TYPE_SUBTYPE
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
T_TARGET_SERVICE_
TYPE_SUBTYPE
8.1.1
DESCRIPTION
Target Service Type

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
INTERACTION_DESCR_RCV_GI2.SERVICE_TYPE
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
T_TARGET_
SERVICE_TYPE
8.1.1
DESCRIPTION

CLASS(ES)
Detail\Transfer
INTERNAL METRIC ID
TECHNICAL_DESCRIPTOR_RCV.TECHNICAL_RESULT
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
T_IRF_RCV_TECHNICAL_
RESULT
8.1.1
DESCRIPTION
DETAIL(S)

Reason
DESCRIPTION
TECHNICAL_DESCRIPTOR_RCV.RESULT_REASON
Universe Guide
DATA TYPE
Character
121
GI2 Dimensions

Resource Role
DATA TYPE
TECHNICAL_DESCRIPTOR_RCV.RESOURCE_ROLE
Role Reason
Character
DESCRIPTION
DATA TYPE
TECHNICAL_DESCRIPTOR_RCV.ROLE_REASON
Character
Technical Result
CLASS(ES)
Detail\Flow
INTERNAL METRIC ID
TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT
LIST OF VALUES
None
DATA TYPE
IF_TECHNICAL_RESULT
IRF_TECHNICAL_RESULT
INTRODUCED IN
Character
7.6.2
DESCRIPTION
DETAIL(S)
Technical Result
Reason
DESCRIPTION
DATA TYPE
TECHNICAL_DESCRIPTOR.RESULT_REASON
Technical Result
Resource Role
Character
DATA TYPE
TECHNICAL_DESCRIPTOR.RESOURCE_ROLE
Reason
Character
DESCRIPTION
DATA TYPE
TECHNICAL_DESCRIPTOR.ROLE_REASON
Character
Tenant Name
CLASS(ES)
Service Objects
INTERNAL METRIC ID
TENANT.TENANT_NAME
LIST OF VALUES
tenantname_lov
TENANT
DATA TYPE
Character
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by tenant. For multi-tenant environments, the
universe connection that you define points to only one tenant schema in the Info Mart. New connections are required for
access to other tenant schemas. For more information, refer to the Genesys Interactive Insights 8.1 Deployment Guide.
122
GI2 Dimensions
TimeRangeEndKey
CLASS(ES)
Service Objects
INTERNAL METRIC ID
RELATIVE_RANGE.RANGE_END_KEY1
LIST OF VALUES
None
DATA TYPE
Number
TIME_RANGE_END_KEY
INTRODUCED IN
8.0.0
DESCRIPTION
This hidden dimension enables data to be organized by end of a preset date range. This dimension is used for internal computations.
TimeRangeKey
CLASS(ES)
Service Objects
INTERNAL METRIC ID
AGR_TIME_RANGE.TIME_RANGE_KEY (Release 8.1.0)

AGR_SCFG.SCFG_KEY (Release 8.1.1)
LIST OF VALUES
None
DATA TYPE
TIME_RANGE_KEY
INTRODUCED IN
Number
7.6.0
DESCRIPTION
This dimension enables the identification of time-range boundaries by tenant. These boundaries define the upper and lower
limits for the service-time intervals that are used by the Speed of Accept and Abandon Delay reports.
TimeRangeStartKey
CLASS(ES)
Service Objects
INTERNAL METRIC ID
RELATIVE_RANGE.RANGE_START_KEY
LIST OF VALUES
None
DATA TYPE
Number
TIME_RANGE_START_KEY
INTRODUCED IN
8.0.0
DESCRIPTION
This hidden dimension enables data to be organized by beginning of a preset date range. This dimension is used for internal
computations.
Transfer Hint
CLASS(ES)
Service Objects
INTERNAL METRIC ID
/*+ INDEX(INTERACTION_FACT_GI2.f PK_INTERCTN_FT)

INDEX(MEDIATION_SEGMENT_FACT_GI2.f PK_M_SEGMENT_FACT)
INDEX(MEDIATION_SEG_FACT_RCV_GI2.f PK_M_SEGMENT_FACT) */ 1
LIST OF VALUES
None
DATA TYPE
Number
TRANSFER_HINT
INTRODUCED IN
8.1.1
DESCRIPTION
dimension is used.
panel.
Universe Guide
123
GI2 Dimensions
Week
CLASS(ES)
Time\Forecast
Time
INTERNAL METRIC ID
DATE_TIME.LABEL_YYYY_WE
LIST OF VALUES
None
DATA TYPE
Character
F_WEEK
WEEK
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by a particular week within a year. Week values are
presented in YYYY-WE format.
Workbin Owner
CLASS(ES)
Queue
INTERNAL METRIC ID
Q_WORKBIN_OWNER_N
AME
WORKBIN.WORKBIN_OWNER_NAME
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.4
DESCRIPTION
This dimension enables data within the reporting interval to be organized by Workbin Owner.
Workbin Type
CLASS(ES)
Queue
INTERNAL METRIC ID
Q_WORKBIN_TYPE_COD
E
Q_WORKBIN_RESOURCE
_NAME
WORKBIN.WORKBIN_TYPE_CODE
LIST OF VALUES
None
DATA TYPE
Character
INTRODUCED IN
8.1.4
DESCRIPTION
This dimension enables data within the reporting interval to be organized by Workbin Type.
DETAIL(S)
Workbin Name
DESCRIPTION
Enables data within the reporting interval to be organized by Workbin Name.

DATA TYPE
WORKBIN.WORKBIN_RESOURCE_NAME
Character
Year
CLASS(ES)
Time\Forecast
Time
INTERNAL METRIC ID
FORECAST_DATE_TIME.LABEL_YYYY
DATE_TIME.LABEL_YYYY
LIST OF VALUES
None
DATA TYPE
Character
F_YEAR
YEAR
INTRODUCED IN
7.6.0
DESCRIPTION
This dimension enables data within the reporting interval to be organized by year, in four-digit format (YYYY).
124
Chapter
Conditions
A condition is a predefined WHERE clause that can be inserted into a SELECT statement
inferred by objects that are used in an Interactive Insights report. Conditions are
defined as part of a universe and are represented by a yellow funnel
in the Business
Objects Universe Designer (see Figure 8 on page 129).
Use of conditions narrows down the result set that is returned by a report prompting
for user input to complete the report query.
This chapter describes the conditions that are provided in the Genesys Interactive
Insights universe. It contains the following sections:
List of Conditions, by Class, page 125
GI2 Conditions, page 130
List of Conditions, by Class

This section lists all conditions that are provided within the Interactive Insights
universes for Genesys Info Mart.
Listing of GI2 Conditions

Interactive Insights for Genesys Info Mart defines the following conditions, which are
grouped by the classes in which they are found:
Activity
Agent
Agent Group
Agent Queue A Group Combination
Agent Queue Q Group Combination
DateRange
Group Combination
Universe Guide
Activity (continued)
Interaction Type
Media Type
PreSetAndDate
PreSetAndDateRange
Queue
125
Chapter 4: Interactive Insights Conditions

Category
Influence Category
Flow
Customer ID
Agent Contact
Agent
Agent Group
Business Result
Campaign
Campaign Group
DateRange
Group Combination
Interaction Type
Media Type
PreSetAndDate
PreSetAndDateRange
Handling Attempt
Agent Group Combination (Target)
Agent (Target)
Customer ID
From
Interaction ID
Interaction Type
Media Type
Queue
To
Agent Detail
Media Type
Category
Influence Category
Business Attribute
Business Result
Customer Segment
DateRange
Interaction Type
Media Type
PreSetAndDateRange
Service Subtype
Service Type
Contact Attempt
Business Result
Campaign
Contact List
DateRange
Media Type
PreSetAndDate
PreSetAndDateRange
126
Forecast
Forecast DateRange
Interaction State
Group Combination
Ixn State
Interaction Type
Queue
Group Combination
Group Combination ABN
Group Combination ANS
Interaction Type
Media Type
PreSetAndDateRange
Queue
Queue Group
Service Objects
Agent (single)
Agent Cascade
Media Type Email
Media Type Voice
Queue Cascade
Session
Group Combination Detail Session
State
Agent State
Group Combination Detail State
State and Reason
Reason Code Type
Summarized State
PreSetAndDate
PreSetAndDateRange
Time
Date
DateRange
DateRange PrevYear
Day Condition
Hour Condition
Hours
Month Condition
Months For LastYear
PreSetAndDate
PreSetAndDateRange
PreSetDayByName
PreSetDateRangeByName
Quarter Condition
Subhour Condition
Week Condition
Year Condition
Transfer
From
Interaction ID
Interaction Type
Media Type
Source Handling Resource Name
Source Handling Resource Type
Target Handling Resource Name
Target Handling Resource Type
To
General Notes About Conditions

The full name of a condition includes the class in which the condition belongs. For
example, the proper name of the Media Type condition is one of the following:
Activity\Media Type
Contact Attempt\Media Type
Agent Contact\Media Type
Handling Attempt\Media Type
Agent Detail\Media Type
Queue\Media Type
Business Attribute\Media Type
Transfer\Media Type
This is the case because this condition appears in all eight classes. For simplicity, this
chapter excludes the class name whenever a condition is referenced. The reports
employ many of the conditions in the user prompts that allow you to specify the
contact center objects on which the report is to furnish data. Figure 6 illustrates one
user prompt in the Agent Login-Logout Details Interactive Insights report, after
having specified to show the list of values for this field. (This particular list might
contain different preset values for other reports.)
Figure 6: The Pre-set Date Filter User Prompt in InfoView References a Condition
Note: The reports display No Values in these list boxes when access to the database is
at issue. If this occurs, check your connection and verify that the Data Mart
RDBMS is still operating and that a JDBC driver is installed and properly
configured.
The corresponding condition that populates the Pre-set Day Filter field for the Agent
Login-Logout Details Report is the Sess PreSetAndDate condition, which is shown in
Figure 7 along with five other conditions. (Editing the report in Web Intelligence
enables you to view the building blocks of the report query.)
Universe Guide
127
Figure 7: Viewing a Reports Query Reveals the Conditions Used
Also, using Designer, you can view the conditions entire definition, a portion of which
is shown in Figure 8.
In the current design of Interactive Insights reports, conditions that require user input
function in conjunction with the predefined and dynamic lists of values that are
described beginning on page 149. The following descriptions of these conditions
reveal such pairings. The user-designated values that are returned by one condition,
however, are not validated against or checked for logical agreement with the userdesignated values that are returned by another condition within the same report. So, in
the example where a report prompts for both Agent Group and Agent Nametwo
non-disjoint setsand you specify values for each, the report query conjoins your
selections in the WHERE clause and the report query, when it is run, returns records in
which both the Agent Group and Agent conditions are met.
Refer to the Building Universes chapter in the Business Objects Universe Designer
guide for additional information about Business Objects conditions and other universe
elements.
128
Figure 8: Properties of the Sess PreSetAndDate Condition in Designer

Form Title
Class(es)
Introduced In
The name of the Interactive Insights condition.

Lists the classes in which the condition is defined in Designer.
Lists the release in which the condition was first introduced.
Description
Describes aspects of the condition including the number of values that you can specify,
whether you can type in your own values, and a default value if no other selection is
made before running the report. Note that if you clear the default value and make no
other selection, any report will prompt you for a specific value when you attempt to
run it.
Called LOV
The list of values on which this condition relies to populate the selection pool. The
links provided in this area of the form take you to the corresponding list of values. See
Chapter 5 on page 149 for additional information.
Universe Guide
129
GI2 Conditions
General Comments about Combination Conditions

Interactive Insights includes several Combination conditions which are tailored to filter
results from either a specific Info Mart FACT table or a specific group of aggregate
tables. Using these conditions instead of the generic Agent Group and Queue Group
conditions improves query performance.
If you customize an existing Interactive Insights report to pull data from a different set
of aggregate tables, you should also replace the Group Combination condition within
the report with the appropriate corresponding condition for that fact or aggregate set. If
you create a new report that prompts users for agent group(s) or queue group(s)
selection, you should also add the corresponding Group Combination condition to the
report. Refer to Remove Combination Objects in the Interactive Insights Users
Guide for more information about Combination objects.
GI2 Conditions
Agent
CLASS(ES)
Activity
Agent Contact
INTRODUCED IN
7.6.0
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Agent list box of agent-based Interactive
Insights reports. The prompt for this condition recognizes a selection of one or more agent(s)
or a selection of ALL, which makes available all agents for user selection that are defined in
the Info Mart for the given tenant. If the default is used, the reports use the previously specified
value(s) for this field in the resultant set when the report is run.
agentname_lov
Agent (single)
CLASS(ES)
Service Objects
INTRODUCED IN
8.0.0
DESCRIPTION
This condition prompts you to select values from the Agent list box of the Agent Details
Activity Interactive Insights report. The prompt for this condition recognizes a selection of
one and only one agent.
CALLED LOV
agentnamesingle_lov
Agent Cascade
CLASS(ES)
Service Objects
INTRODUCED IN
8.1.001
CALLED LOV
DESCRIPTION
Similar to the Agent condition, this condition prompts you to select values from the Agent list
box of agent-based Interactive Insights reports when reports are customized to incorporate
cascading prompt functionality. Refer to Using Cascading Prompts in the Interactive Insights
Users Guide for more information.
agentcascade_lov
130
GI2 Conditions
Agent Group
CLASS(ES)
Activity
Agent Contact
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
This condition prompts you to select values from the Agent Group list box of agent-based
Interactive Insights reports. The prompt for this condition recognizes a selection of one or
more agent group(s) or a selection of ALL, which makes available all agent groups for user
selection that are defined in the Info Mart for the given tenant. If the default is used, the
reports use the previously specified value(s) for this field in the resultant set when the report
is run.
Agent Group Combination (Target)

CLASS(ES)
Handling Attempt
INTRODUCED IN
7.6.2
CALLED LOV
agentgroup_lov
DESCRIPTION
This condition prompts you to select values from the Target Agent Group list box of detailed
interaction-related Interactive Insights reports. The prompt for this condition recognizes a
selection of one or more agent group(s) or a selection of ALL, which makes available all agent
groups for user selection that are defined in the Info Mart for the given tenant. If the default is
used, the reports use the previously specified value(s) for this field in the resultant set when
the report is run.
Agent Queue A Group Combination

CLASS(ES)
Activity
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the AG2_AGENT_QUEUE aggregate
table(s) to those that match the value(s) that the user selected from the list of values. In this
regard, this condition differs from the Group Combination, Group Combination Sess, Group
Combination, and Group Combination Rsn conditions whose restrictions are in place for different aggregate tables.
Agent Queue Q Group Combination

CLASS(ES)
Activity
INTRODUCED IN
7.6.0
CALLED LOV
queuegroup_lov
DESCRIPTION
This condition prompts you to select values from the Queue Group list box of queue-based
more queue groups or a selection of ALL, which makes available all queue groups for user
reports use the previously specified value for this field in the resultant set when the report is
run.
This condition restricts the rows that are returned from the AG2_AGENT_QUEUE aggregate
regard, this condition differs from the Group Combination, Group Combination ABN, and
Group Combination ANS conditions whose restrictions are in place for different aggregate
tables.
Universe Guide
131
GI2 Conditions

CLASS(ES)
State
INTRODUCED IN
8.0.0
CALLED LOV
None
DESCRIPTION
This condition prompts you to select a date from the PreSet Date Filter or Report Date
user prompts. This condition restricts the rows that are returned from the SM_RES_STATE_FACT
table to those that match the selected date. In this regard, this condition differs from the PreSetAndDate and Session PreSetAndDate conditions, for instance, whose restrictions are in
place for a different aggregate and summarized fact table.
Agent State PreSetAndDayAndTimeRange

CLASS(ES)
State
INTRODUCED IN
8.0.0
CALLED LOV
None
DESCRIPTION
This condition prompts you to select a date or date range from the PreSet Date Filter or
Start/End Date user prompts. This condition restricts the rows that are returned from the
SM_RES_STATE_FACT table to those that match the selection. In this regard, this condition
differs from the Ixn State PreSetAndDayAndTimeRange condition, for instance, whose restrictions are in place for a different summarized fact table.

CLASS(ES)
State
INTRODUCED IN
8.1.100.20
CALLED LOV
None
DESCRIPTION
user prompts. This condition restricts the rows that are returned from the
SM_RES_STATE_REASON_FACT table to those that match the selected date. In this regard, this
condition differs from the PreSetAndDate and Session PreSetAndDate conditions, for
instance, whose restrictions are in place for different summarized fact tables.

CLASS(ES)
State
INTRODUCED IN
8.1.100.20
CALLED LOV
None
DESCRIPTION
This condition prompts you to select a date or date range from the PreSet Date Filter or
Start/End Date user prompts. This condition restricts the rows that are returned from the
SM_RES_STATE_REASON_FACT table to those that match the selection. In this regard, this condition differs from the Ixn State PreSetAndDayAndTimeRange condition, for instance, whose
restrictions are in place for a different summarized fact table.
Agent (Target)
CLASS(ES)
Handling Attempt
INTRODUCED IN
7.6.2
CALLED LOV
agentname_lov
132
DESCRIPTION
This condition prompts you to select values from the Target Agent list box of detailed
interaction-related Interactive Insights reports. The prompt for this condition recognizes a
selection of one or more agent(s) or a selection of ALL, which makes available all agents for
user selection that are defined in the Info Mart for the given tenant. If the default is used, the
is run.
GI2 Conditions
Business Result
CLASS(ES)
Agent Contact
Business Attribute
Contact Attempt
INTRODUCED IN
7.6.1
DESCRIPTION
This condition prompts you to select values from the Business Result list box of the
Interaction Volume Interactive Insights reports. The condition recognizes a selection of one
or more business-result attribute(s) or a selection of ALL, which returns all configured business results that are defined for the given tenant. If the default is used, the reports include all
business result values in the resultant set when the report is run.
CALLED LOV
businessresult_lov
Campaign
CLASS(ES)
Agent Contact
Contact Attempt
INTRODUCED IN
8.0.1
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Campaign list box of the Outbound
Contact Interactive Insights reports. The condition recognizes a selection of one or more
campaigns or a selection of ALL, which returns all configured campaigns that are defined
within the given tenant. If the default is used, the reports include all campaign values in the
resultant set when the report is run.
campaignname_lov
Campaign Group
CLASS(ES)
Agent Contact
INTRODUCED IN
8.0.1
CALLED LOV
campaigngroupname_lov
DESCRIPTION
This condition prompts you to select values from the Campaign Group list box of the Outbound Contact Interactive Insights reports. The condition recognizes a selection of one or
more campaign groups or a selection of ALL, which returns all configured campaign groups
that are defined within the given tenant. If the default is used, the reports include all campaign
group values in the resultant set when the report is run.
Category
CLASS(ES)

INTRODUCED IN
8.1.1
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Category list box of the social-media
Interactive Insights reports. The condition recognizes a selection of one or more categories or
a selection of ALL, which returns all categories that are defined within the given tenant. If the
default is used, the reports include all category values in the resultant set when the reports
are run.
categoryname_lov

CLASS(ES)

INTRODUCED IN
8.1.1
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Class Actionability Category list
box of the social-media Interactive Insights reports. The condition recognizes a selection
of one or more categories or a selection of ALL, which returns all class actionability categories that are defined within the given tenant. If the default is used, the reports include all
category values in the resultant set when the reports are run.
clactionabilitycategoryname_lov
Universe Guide
133
GI2 Conditions

CLASS(ES)

INTRODUCED IN
8.1.1
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Class Sentiment Category list box
of the social-media Interactive Insights reports. The condition recognizes a selection of
one or more categories or a selection of ALL, which returns all class sentiment categories
that are defined within the given tenant. If the default is used, the reports include all category values in the resultant set when the reports are run.
clsentimentcategoryname_lov
Contact List
CLASS(ES)
Contact Attempt
INTRODUCED IN
8.0.1
CALLED LOV
callinglist_lov
DESCRIPTION
This condition prompts you to select values from the Contact List list box of the Outbound
Contact Interactive Insights reports. The condition recognizes a selection of one or more calling lists or a selection of ALL, which returns all configured campaigns that are defined within
the given tenant. If the default is used, the reports include all calling list values in the resultant
set when the report is run.
Customer ID
CLASS(ES)
Flow
Handling Attempt
INTRODUCED IN
7.6.2
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Customer ID list box in some of the
Detail Interactive Insights reports. The condition recognizes a selection of one or more customer ID(s), separated by semicolons (;), or a selection of ALL, which returns all external IDs
that are defined for the given tenant. If the default is used, the reports include all customer ID
values in the resultant set when the report is run.
None
Customer Segment
CLASS(ES)
Business Attribute
INTRODUCED IN
7.6.1
CALLED LOV
customersegment_lov
DESCRIPTION
This condition prompts you to select values from the Customer Segment list box of the
or more customer-segment attribute(s) or a selection of ALL, which returns all configured
customer segments that are defined for the given tenant. If the default is used, the reports
include all customer segment values in the resultant set when the report is run.
Date
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
134
DESCRIPTION
This condition prompts you to specify one date in the Report Date field of some Interactive
Insights reports. This single date marks both the start and end time ranges that correspond to
the boundaries of the selected date. If the default is used, the reports use 1/6/2012 as the
single day on which to generate data.
Many reports prompt for both a preset date and a report date. If you make incompatible
selections at these prompts, the reports will use the value that is indicated by the preset date.
GI2 Conditions
DateRange
CLASS(ES)
Activity
Agent Contact
Business Attribute
Contact Attempt
Time
INTRODUCED IN
7.6.0
CALLED LOV
daterange_lov
DESCRIPTION
This condition prompts you to select Start Date and End Date on many of the Interactive
Insights reports. On such reports, Interactive Insights can also prompt for a preset date.
Where values are specified at both prompts, the reports use the value specified in the preset
date and ignore the values set within the Start Date and End Date prompts. The default start
and end dates in the reports are 1/1/2012 and 12/31/2012, respectively.
For performance reasons, this condition or variations thereof is provided in more than one
class. Within the Time class, this condition references date keys directly from the DATE_TIME
Info Mart. In all other classes, this condition references the date keys from the corresponding
aggregate tables and views.
DateRange PrevYear
CLASS(ES)
Time
INTRODUCED IN
8.0.0
CALLED LOV
DESCRIPTION
This condition prompts you to select Start Date and End Date for the previous year on some
Interactive Insights reports. On such reports, Interactive Insights may also prompt for a preset
date. Where values are specified at both prompts, the reports use the value specified in the
preset date and ignore the values set within the Start Date and End Date prompts.
Day Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
DESCRIPTION
In the 7.6.x releases, this condition is used to set compatibility of the Day dimension with corresponding aggregate table(s). If you customize an existing Interactive Insights report to use
a different dimension from the Time class, you should change the corresponding condition
within the report. If you create a new report that uses any dimension from the Time class, you
should also add the corresponding condition to the report. The Day Condition corresponds to
the Day dimension.
Forecast DateRange
CLASS(ES)
Forecast
INTRODUCED IN
8.1.0
DESCRIPTION
This condition prompts you to select Start Date, End Date, and Forecast Thru Date on the
Interaction Volume Service Type Trend Interactive Insights report. The default start and
end dates in the reports are 1/1/2012 and 12/31/2012 respectively.
CALLED LOV
daterange_lov
From
CLASS(ES)
Handling Attempt
Transfer
INTRODUCED IN
7.6.2
CALLED LOV
None
Universe Guide
DESCRIPTION
This condition prompts you to select values from the From list box of the Interaction Detail
Interactive Insights reports. The condition recognizes a selection of one or more source
address(es) or a selection of ALL, which returns all source addresses that are stored in the
Info Mart interaction fact tables for the given tenant. If the default is used, the reports include
all values in the resultant set when the report is run.
Note: This condition was previously named ANI.
135
GI2 Conditions
Group Combination
CLASS(ES)
Activity
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the AG2_AGENT aggregate table(s) to
those that match the value(s) that the user selected from the list of values. In this regard, this
condition differs from the Group Combination Sess, Agent Queue A Group Combination,
Group Combination, and Group Combination Rsn conditions whose restrictions are in place
for different aggregate table(s).
Note: This condition was previously named Agent Group Combination.
Group Combination
CLASS(ES)
Agent Contact
INTRODUCED IN
8.0.1
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the AG2_AGENT_CAMPAIGN aggregate
regard, this condition differs from the Group Combination Sess, Agent Queue A Group
Combination, Group Combination, and Group Combination Rsn conditions whose restrictions
are in place for different aggregate table(s).
Group Combination
CLASS(ES)
Interaction State
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the AG2_I_AGENT aggregate table(s) to
condition differs from the Group Combination, Group Combination Sess, Agent Queue A
Group Combination, and Group Combination Rsn conditions whose restrictions are in place
for different aggregate table(s).
Note: This condition was previously named Agent State Group Combination.
136
GI2 Conditions
Group Combination
CLASS(ES)
Queue
INTRODUCED IN
7.6.0
CALLED LOV
queuegroup_lov
DESCRIPTION
more queue/virtual-queue group(s) or a selection of ALL, which makes available all queue/virtual-queue groups for user selection that are defined in the Info Mart for the given tenant. If
the default is used, the reports use the previously specified value for this field in the resultant
set when the report is run.
This condition restricts the rows that are returned from the AG2_QUEUE aggregate table(s) to
condition differs from the Agent Queue Q Group Combination, Group Combination ABN,
and Group Combination ANS conditions whose restrictions are in place for different aggregate table(s).
Note: This condition was previously named Queue Group Combination.
Group Combination ABN

CLASS(ES)
Queue
INTRODUCED IN
7.6.0
CALLED LOV
queuegroup_lov
DESCRIPTION
This condition prompts you to select values from the Queue Group list box of the Abandon
Delay Interactive Insights report. The prompt for this condition recognizes a selection of one
or more queue groups or a selection of ALL, which makes available all queue groups for user
reports use the previously specified value for this field in the resultant set when the report is
run.
This condition restricts the rows that are returned from the AG2_QUEUE_ABN aggregate table(s)
to those that match the value(s) that the user selected from the list of values. In this regard,
this condition differs from the Agent Queue Q Group Combination, Group Combination, and
Group Combination ANS conditions whose restrictions are in place for different aggregate
table(s).
Note: This condition was previously named Queue Group Combination ABN.
Group Combination ANS

CLASS(ES)
Queue
INTRODUCED IN
7.6.0
CALLED LOV
queuegroup_lov
DESCRIPTION
This condition prompts you to select values from the Queue Group list box of the Speed of
Accept GI2 reports. The prompt for this condition recognizes a selection of one or more
queue groups or a selection of ALL, which makes available all queue groups for user selection that are defined in the Info Mart for the given tenant. If the default is used, the reports use
the previously specified value for this field in the resultant set when the report is run.
This condition restricts the rows that are returned from the AG2_QUEUE_ACC_AGENT aggregate
regard, this condition differs from the Agent Queue Q Group Combination, Group Combination, and Group Combination ABN conditions whose restrictions are in place for different
aggregate table(s).
If you customize an existing Interactive Insights report to pull data from a different set of
aggregate tables, you should also replace the Group Combination condition within the report
with the appropriate corresponding condition for that aggregate set. If you create a new report
that prompts users for queue group(s) selection, you should also add the corresponding
Group Combination condition to the report.
Note: This condition was previously named Queue Group Combination ANS.
Universe Guide
137
GI2 Conditions

CLASS(ES)
Session
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
This condition prompts you to select values from the Agent Group list box of agent-session
is run.
This condition restricts the rows that are returned from the SM_RES_STATE_FACT aggregate
regard, this condition differs from the Group Combination Detail State condition whose restrictions are in place for a different summarized fact table.
Note: This condition was previously named Agent State Group Combination Detail
Session.

CLASS(ES)
State
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the SM_RES_STATE_FACT aggregate
regard, this condition differs from the Group Combination Detail Session condition whose
restrictions are in place for a different summarized table(s).

CLASS(ES)
Summarized State
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the AG2_I_STATE_RSN aggregate
regard, this condition differs from the Group Combination, Group Combination Sess, and
Agent Queue A Group Combination conditions whose restrictions are in place for different
aggregate table(s).
Note: This condition was previously named Agent State Group Combination Detail Rsn.
138
GI2 Conditions

CLASS(ES)
Summarized State
INTRODUCED IN
7.6.0
CALLED LOV
agentgroup_lov
DESCRIPTION
is run.
This condition restricts the rows that are returned from the AG2_I_SESS_STATE aggregate
regard, this condition differs from the Group Combination, Agent Queue A Group
Combination, Group Combination, and Group Combination Rsn conditions whose restrictions
are in place for different aggregate table(s).
Note: This condition was previously named Agent-Interval Group Combination.
Hour Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
DESCRIPTION
In the 7.6.x releases, this condition is used to set compatibility of the Hour dimension with corresponding aggregate table(s). If you customize an existing Interactive Insights report to use
should also add the corresponding condition to the report. The Hour Condition corresponds
to the Hour dimension.
Hours
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
hour_lov
DESCRIPTION
This condition prompts you to select two values: one from the From Hour list box and the other
from the To Hour list box for those Interactive Insights reports that provide hourly breakdown
of performance within the contact center. The resultant report data falls between the start of
the From Hour and the end of the To Hour. If the default is used, the reports use the first and
last hours, respectively, of a given day on which to generate data.
Report users should take care not to chose a To Hour that falls before the From Hour,
because the reports do not validate that logical values were specified for these prompts.
Influence Category
CLASS(ES)

INTRODUCED IN
8.1.1
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Influence Category list box of the
social-media Interactive Insights reports. The condition recognizes a selection of one or more
categories or a selection of ALL, which returns all influence categories that are defined within
the given tenant. If the default is used, the reports include all category values in the resultant
set when the reports are run.
Universe Guide
139
GI2 Conditions
Interaction ID
CLASS(ES)
DESCRIPTION
Handling Attempt
Transfer
This condition prompts you to specify a value in the Interaction ID field of some Detail
reports. The default value, 0, enables the return of all interaction IDs that satisfy the reports
other criteria.
INTRODUCED IN
7.6.2
CALLED LOV
None
Interaction Type
CLASS(ES)
Activity
Agent Contact
Business Attribute
Handling Attempt
DESCRIPTION
Ixn State
Queue
Transfer
This condition prompts you to specify a value in the Interaction Type field of most
reports.
INTRODUCED IN
8.0.0
CALLED LOV
interactiontype_lov

CLASS(ES)
Service Objects
INTRODUCED IN
DESCRIPTION
This condition preselects OUTBOUND as the interaction type that is used to filter results in
Outbound Contact Interactive Insights reports.
8.0.1
CALLED LOV
None

CLASS(ES)
Ixn State
INTRODUCED IN
DESCRIPTION
This condition uses the values you specify at the date and time prompts of the report to filter
the Start Timestamp values class that are returned.
8.0.0
CALLED LOV
None
Media Type
CLASS(ES)
Activity
Agent Contact
Agent Detail
Business Attribute
DESCRIPTION
Contact Attempt
Handling Attempt
Queue
Transfer
This condition prompts you to specify a value in the Media Type field of most reports.
INTRODUCED IN
8.0.0
CALLED LOV
mediatype_lov
140
GI2 Conditions
Media Type Email

CLASS(ES)
Service Objects
INTRODUCED IN
DESCRIPTION
This condition preselects EMAIL as the media type that is used to filter results in the Interactive Insights reports.
8.0.0
CALLED LOV
None
Media Type Voice

CLASS(ES)
Service Objects
INTRODUCED IN
DESCRIPTION
This condition preselects VOICE as the media type that is used to filter results in the Interactive Insights reports.
8.0.0
CALLED LOV
None
Month Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
DESCRIPTION
In the 7.6.x releases, this condition was used to set compatibility of the Month dimension with
corresponding aggregate table(s). If you customize an existing 7.6.x Interactive Insights
report to use a different dimension from the Time class, you should change the corresponding
condition within the report. If you create a new report that uses any dimension from the Time
class, you should also add the corresponding condition to the report. The Month Condition
corresponds to the Month dimension.
Months For LastYear

CLASS(ES)
Time
INTRODUCED IN
8.0.0
DESCRIPTION
Using the dates that you specify in the Report prompt, this condition is used to filter results
based both on the specified date range and date range exactly one year prior. This condition
is reserved for internal use only in the Interaction Volume Summary Report.
CALLED LOV
None

CLASS(ES)
State and Reason

INTRODUCED IN
7.6.0
CALLED LOV
None
Universe Guide
DESCRIPTION
This condition provides a filter on agent state types for the Not Ready Interactive Insights
reports and appears in no user prompts. The condition restricts the resultant set those
records where RESOURCE_STATE.STATE_TYPE_CODE = NOTREADY (or null).
Note: This condition was previously named State Type Code.
141
GI2 Conditions
PreSetAndDate
CLASS(ES)
Activity
Agent Contact
Contact Attempt
DESCRIPTION
Summarized State
Time
This condition provides two prompts from which report users select one date:
The Pre-set Date Filter list box
The Report Date list box
INTRODUCED IN
7.6.0
If a selection is made in both list boxes, the reports will use the value that is specified in the Pre-set Date Filter list over the value that is specified in the Report
Date list. If the user specifies no value in either prompt and the default values are
used, the reports use 1/6/2012 as the single day on which to generate data.
CALLED LOV
daydaterange_lov
For performance reasons, this condition is provided in more than one class. Within
the Time class, this condition references date keys directly from the DATE_TIME Info
Mart. In all other classes, this condition references the date keys from the corresponding aggregate tables and views.
PreSetAndDateRange
CLASS(ES)
Activity
Agent Contact
Business Attribute
Contact Attempt
DESCRIPTION
Queue
Summarized
State
Time
INTRODUCED IN
7.6.0
This condition provides three prompts from which report users select one of the following:
One date from the Pre-set Date Filter list box
One date from the Start Date list box and one date from the End Date list box
If a selection is made in both the Pre-set Date Filter list box and the Start Date
and End Date list boxes, the reports will use the value that is specified in the Preset Date Filter list over the start and end date values.
CALLED LOV
None
The one selection in the Pre-set Date Filter list box marks both the start and end
time ranges that correspond to the boundaries of the selected preset date.
If the user specifies no value in either set of prompts and the original default values
are used, the reports use 1/1/2012 as the beginning of the date range and 12/31/
2012 as the end date range. If, however, the user clears these values, the reports
use no value at all and will not run until values are specified.
Report users should take care not to choose an End Date that falls before the Start
Date, because the report does not validate that logical values were specified for
these prompts.
For performance reasons, this condition is provided in more than one class. Within
the Time class, this condition references the date and time keys directly from the
DATE_TIME Info Mart. In all other classes, this condition references the date/time
keys from the corresponding aggregate tables and views.
CLASS(ES)
Queue
INTRODUCED IN
8.0.0
DESCRIPTION
This condition provides the same functionality as PreSetAndDateRange only this condition
references the date/time keys exclusively from the AG2_QUEUE_ABN aggregate tables and
views.
CALLED LOV
142
GI2 Conditions
CLASS(ES)
Queue
INTRODUCED IN
8.0.0
DESCRIPTION
This condition provides the same functionality as PreSetAndDateRange only this condition
references the date/time keys exclusively from the AG2_QUEUE_ACC_AGENT aggregate tables
and views.
CALLED LOV
CLASS(ES)
Handling Attempt
Transfer
DESCRIPTION
This condition uses the values you specify at the date and time prompts of the report to filter
the start values that are returned.
INTRODUCED IN
7.6.2
CALLED LOV
None
PreSetDayByName
CLASS(ES)
Time
INTRODUCED IN
8.1.1
DESCRIPTION
This condition uses the relative preset date that you specify (for example, Today or Yesterday)
to provide an actual date in the report header information section of all Interactive Insights
reports.
CALLED LOV
None
PreSetDateRangeByName
CLASS(ES)
Time
INTRODUCED IN
8.1.1
DESCRIPTION
This condition uses the relative preset date range that you specify (for example, Month to
Date) to provide the actual dates of the date range in the report header information section of
all Interactive Insights reports that enable date-range selection.
CALLED LOV
None
Quarter Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
Universe Guide
DESCRIPTION
In the 7.6.x releases, this condition is used to set compatibility of the Quarter dimension with
corresponding aggregate table(s). If you customize an existing Interactive Insights report to
use a different dimension from the Time class, you should change the corresponding condition within the report. If you create a new report that uses any dimension from the Time class,
you should also add the corresponding condition to the report. The Quarter Condition corresponds to the Quarter dimension.
143
GI2 Conditions
Queue
CLASS(ES)
Activity
Handling Attempt
Queue
INTRODUCED IN
7.6.0
CALLED LOV
DESCRIPTION
This condition prompts you to select values from the Queue or Last Queue list box of queue- or
interaction detail-based Interactive Insights reports. The condition recognizes a selection of
one or more queues or a selection of ALL, which returns all active queues that are defined in
the Info Mart for the given tenant. If the default is used, the reports use the previously specified value for this field in the resultant set when the report is run. The queue_lov is the universe element that initially populates the Queue and Last Queue list box.
queue_lov
Queue Cascade
CLASS(ES)
Service Objects
INTRODUCED IN
8.1.1
CALLED LOV
DESCRIPTION
Similar to the Queue condition, this condition prompts you to select values from the Queue list
box of queue-based Interactive Insights reports when reports are customized to incorporate
cascading prompt functionality. Refer to Using Cascading Prompts in the Interactive Insights
Users Guide for more information.
queuecascade_lov
Queue Group
CLASS(ES)
Queue
INTRODUCED IN
7.6.0
CALLED LOV
queuegroup_lov
DESCRIPTION
more queue/virtual-queue group(s) or a selection of ALL, which makes available all queue
groups for user selection that are defined in the Info Mart for the given tenant. If the default is
used, the reports use the previously specified value for this field in the resultant set when the
report is run.
Reason Code Type

CLASS(ES)
State and Reason

INTRODUCED IN
7.6.0
DESCRIPTION
This condition prompts you to select one value from the Reason Code Type list box of the
Agent Not Ready Reason Code Interactive Insights report. Typical reason code types found in
this list are HARDWARE and SOFTWARE.
CALLED LOV
N/A
Service Subtype
CLASS(ES)
Business Attribute
INTRODUCED IN
7.6.0
CALLED LOV
servicesubtype_lov
144
DESCRIPTION
This condition prompts you to select values from the Service Subtype list box of the
or more service subtype(s) or a selection of ALL, which returns all configured service
subtypes defined for the given tenant. If the default is used, the reports include all service
subtype values in the resultant set when the report is run.
GI2 Conditions
Service Type
CLASS(ES)
Business Attribute
INTRODUCED IN
7.6.0
CALLED LOV
servicetype_lov
DESCRIPTION
This condition prompts you to select values from the Service Type list box of the
or more service type(s) or a selection of ALL, which returns all configured service types that
are defined for the given tenant. If the default is used, the reports include all service type values in the resultant set when the report is run.
CLASS(ES)
Session
INTRODUCED IN
8.0.0
CALLED LOV
None
DESCRIPTION
user prompts. This condition restricts the rows that are returned from the SM_RES_SESSION_
FACT table to those that match the selected date. In this regard, this condition differs from the
Agent State PreSetAndDate and PreSetAndDate conditions whose restrictions are in place
for a different aggregate and summarized fact table respectively.
Source Handling Resource Name

CLASS(ES)
Transfer
INTRODUCED IN
8.1.1
CALLED LOV
None
DESCRIPTION
This condition prompts you to select values from the Source Handling Resource Name list
boxes of the Transfer Detail Interactive Insights report. The prompt for this condition recognizes a selection of one or more handling resources, mediation resources, or ALL, which
makes available all resources for user selection that are defined in the Info Mart for the given
tenant. If the default is used, the reports use the previously specified value(s) for this field in
the resultant set when the report is run.
Source Handling Resource Type

CLASS(ES)
Transfer
INTRODUCED IN
8.1.1
CALLED LOV
None
DESCRIPTION
This condition prompts you to select values from the Source Handling Resource Type list
boxes of the Transfer Detail Interactive Insights report. The prompt for this condition recognizes a selection of one or more handling resource types, mediation resource types, or ALL,
which makes available all resource types for user selection that are defined in the Info Mart for
the given tenant. If the default is used, the reports use the previously specified value(s) for this
field in the resultant set when the report is run.
Subhour Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
Universe Guide
DESCRIPTION
In the 7.6.x releases, this condition is used to set compatibility of the 30 minutes dimension
with corresponding aggregate table(s). If you customize an existing Interactive Insights report
to use a different dimension from the Time class, you should change the corresponding condition within the report. If you create a new report that uses any dimension from the Time class,
you should also add the corresponding condition to the report. The Subhour Condition corresponds to the 30 minutes dimension.
145
GI2 Conditions
Target Handling Resource Name

CLASS(ES)
Transfer
INTRODUCED IN
8.1.1
CALLED LOV
None
DESCRIPTION
This condition prompts you to select values from the Target Handling Resource Name list
boxes of the Transfer Detail Interactive Insights report. The prompt for this condition recognizes a selection of one or more handling resources, mediation resources, or ALL, which
makes available all resources for user selection that are defined in the Info Mart for the given
tenant. If the default is used, the reports use the previously specified value(s) for this field in
the resultant set when the report is run.
Target Handling Resource Type

CLASS(ES)
Transfer
INTRODUCED IN
8.1.1
CALLED LOV
None
DESCRIPTION
This condition prompts you to select values from the Target Handling Resource Type list
boxes of the Transfer Detail Interactive Insights report. The prompt for this condition recognizes a selection of one or more handling resource types, mediation resource types, or ALL,
which makes available all resource types for user selection that are defined in the Info Mart for
the given tenant. If the default is used, the reports use the previously specified value(s) for this
field in the resultant set when the report is run.
Tenant
CLASS(ES)
Service Objects
INTRODUCED IN
7.6.1
CALLED LOV
tenantname_lov
DESCRIPTION
This condition prompts you to select values from the Tenant list box of all reports. The
condition recognizes a selection of one or more tenant(s) or a selection of ALL, which returns
all configured tenants that are defined in the Info Mart for the given tenant. If the default is
used, the reports include all tenant values in the resultant set when the report is run. The
tenantname_lov is the universe element that initially populates the Tenant list box.
To
CLASS(ES)
Handling Attempt
Transfer
INTRODUCED IN
7.6.2
CALLED LOV
None
DESCRIPTION
This condition prompts you to select values from the To list box of the Interaction Detail Interactive Insights reports. The condition recognizes a selection of one or more target
address(es) or a selection of ALL, which returns all target addresses that are stored in the
Info Mart interaction fact tables for the given tenant. If the default is used, the reports include
all values in the resultant set when the report is run.
Note: This condition was previously named DNIS.
Week Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
146
DESCRIPTION
In the 7.6.x releases, this condition is used to set compatibility of the Week dimension with corresponding aggregate table(s). If you customize an existing Interactive Insights report to use
should also add the corresponding condition to the report. The Week Condition corresponds
to the Week dimension.
GI2 Conditions
Year Condition
CLASS(ES)
Time
INTRODUCED IN
7.6.0
CALLED LOV
None
Universe Guide
DESCRIPTION
In the 7.6.x releases, this condition is used to set compatibility of the Year dimension with corresponding aggregate table(s). If you customize an existing Interactive Insights report to use
should also add the corresponding condition to the report. The Year Condition corresponds
to the Year dimension.
147
148
GI2 Conditions
Chapter
List of Values
A list of values (LOV) contains data values that can be associated with a dimension.
The LOVs that are used by Interactive Insights reports either consist of a limited
number of predefined values or are dynamically generated from information that
describes the configuration of resources in your contact center or enterprise.
This chapter describes the predefined lists of values that are provided for many of the
user prompts (lookup fields) that are used in the Genesys Interactive Insights reports. It
contains the following sections:
Listing of LOVs, page 150
GI2 Lists of Values, page 151
You invoke LOVs when you select values from the user prompts within an Interactive
Insights report. For example, Figure 9 shows two prompts in the Interaction Volume
reports that invoke the servicetype_lov and servicesubtype_lov lists of values. When
you click {--Show List Of Values--}, Interactive Insights queries the corresponding
fields in the Info Mart and displays the up-to-date listing of service subtypes (in this
example) in the list box.
Universe Guide
149
Chapter 5: Interactive Insights List of Values
Listing of LOVs
Figure 9: Invoking a Dynamic LOV
Listing of LOVs
This section lists all lists of values that are provided within the Interactive Insights
Listing of GI2 LOVs

Interactive Insights employs the following list of values in the prompts that are used by
the Interactive Insights reports:
agentcascade_lov
queuecascade_lov
agentgroup_lov
customersegment_lov
queuegroup_lov
agentname_lov
daterange_lov
reasontypecode_lov
agentnamesingle_lov
daydaterange_lov
resourcename_lov
ani_lov
dnis_lov
resourcetype_lov
businessresult_lov
hour_lov
servicesubtype_lov
callinglist_lov
servicetype_lov
strategyname_lov
campaignname_lov
interactiontype_lov
tenantname_lov
categoryname_lov
mediatype_lov
queue_lov
150
General Notes About LOVs

For additional information about lists of values and other universe elements, refer to
the Building universes chapter in the Business Objects Universe Designer guide.

Form Title
Displays the name of the Interactive Insights list of values.
LOV Type
Either Predefined or Dynamic.
Database
Table.Column
Identifies the name of the column in the source database table from whence data is
pulled.
Introduced In
Lists the generally available release in which the list of values was first introduced.
Discontinued In
Identifies the first, generally available release in which the list of values was no longer
available.
Description
Describes the values that the LOV returns when it is invoked by an Interactive Insights
report.
Note: Items that have been marked for deletion in the Info Mart, but that have not yet
been purged, will appear as a value in lists of values.
GI2 Lists of Values

agentcascade_lov
PROMPT NAME
Agent
LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of active agent groups in your contact center. When
this list of values is invoked, the names of agents who belong to a particular agent group
appear, in alphanumeric order, in the Agent list box of agent-related Interactive Insights
reports.
Refer to Using Cascading Prompts in the Genesys Interactive Insights Users Guide for
more information.
DATABASE TABLE.COLUMN
WHERE RESOURCE_TYPE_CODE='AGENT
Note: The query includes two inner joins on the RESOURCE_GROUP_FACT and
GROUP_ tables that restrict the selection of agents to a particular agent group.
Universe Guide
151
GI2 Lists of Values
agentgroup_lov
PROMPT NAME
Agent Group
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of active agent groups in your contact center. When
this list of values is invoked, the names of agent groups appear, in alphanumeric order, in
the Agent Group list box of agent-related Interactive Insights reports.
7.6.0
DISCONTINUED IN
N/A
GROUP_.GROUP_NAME
WHERE GROUP_TYPE_CODE='UNKNOWN', 'AGENT', or NO_VALUE
agentname_lov
PROMPT NAME
Agent
LOV TYPE
Dynamic
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from
information that describes the configuration of active agents in your contact center. When
this list of values is invoked, the names of agents appear, in alphanumerical order, in the
Agent list box of all agent-related Interactive Insights reports.
Note: For the Detail reports, the selected agent is applied against interactions that are
recorded in the INTERACTION_RESOURCE_FACT and MEDIATION_SEGMENT_FACT tablesnot
the INTERACTION_FACT table.
agentnamesingle_lov
PROMPT NAME
Agent
LOV TYPE
Dynamic
DESCRIPTION
information that describes the configuration of active agents in your contact center. Unlike
the agentname_lov, this list of value enables the user to select no more than one agent.
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
RESOURCE_GI2.RESOURCE_NAME
ani_lov
PROMPT NAME
ANI
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from source
addresses that are stored in the INTERACTION_FACT table for the tenant. When this list of
values is invoked, ANI values appear, in alphanumerical order, in the ANI list box of the
Interaction Detail Interactive Insights reports
7.6.2
DISCONTINUED IN
8.0.0
152
INTERACTION_FACT.SOURCE_ADDRESS
GI2 Lists of Values
businessresult_lov
PROMPT NAME
Business Result
LOV TYPE
Dynamic
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of business results in your contact center. When you
invoke this list of values, the business results appear, in alphanumeric order, in the
Business Result list box of certain Interaction Volume and Agent Group Interactive
Insights reports.
callinglist_lov
PROMPT NAME
Contact List
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of contact lists in your contact center. When you
invoke this list of values, the calling lists appear, in alphanumeric order, in the Contact
List list box of some Outbound Contact Interactive Insights reports.
8.0.1
DISCONTINUED IN
N/A
CALLING_LIST.CALLING_LIST_NAME
PROMPT NAME
Campaign Group
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of campaign groups in your contact center. When you
invoke this list of values, the campaign groups appear, in alphanumeric order, in the
Campaign Group list box of Outbound Contact Interactive Insights reports.
8.0.1
DISCONTINUED IN
N/A
GROUP_.GROUP_NAME
campaignname_lov
PROMPT NAME
Campaign
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of campaigns in your contact center. When you invoke
this list of values, the campaigns appear, in alphanumeric order, in the Campaign list box of
Outbound Contact Interactive Insights reports.
8.0.1
DISCONTINUED IN
N/A
Universe Guide
CAMPAIGN.CAMPAIGN_NAME
153
GI2 Lists of Values
categoryname_lov
PROMPT NAME
Category
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of standard responses (or categories) in your contact
center. When you invoke this list of values, the categories appear, in alphanumeric order,
in the Category list box of the social engagement Interactive Insights reports.
8.1.1
DISCONTINUED IN
N/A
PROMPT NAME

LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of actionability within Genesys Social Messaging Management. When you invoke this list of values, the categories appear, in alphanumeric
order, in the Classify Actionability Category list box of the social engagement Interactive Insights reports.
USER_DATA_GEN_ES.CLASSIFY_ACTIONABILITY_CTGNAME
PROMPT NAME

LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of sentiment within Genesys Social Messaging Management. When you invoke this list of values, the categories appear, in alphanumeric
order, in the Classify Sentiment Category list box of the social engagement Interactive
Insights reports.
USER_DATA_GEN_ES.CLASSIFY_SENTIMENT_CTGNAME
customersegment_lov
PROMPT NAME
Customer Segment
LOV TYPE
Dynamic
INTRODUCED IN
7.6.1
DISCONTINUED IN
N/A
154
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of customer segments in your contact center. When
you invoke this list of values, the customer segments appear, in alphanumeric order, in the
Customer Segment list box of certain Interaction Volume and Agent Group Interactive
Insights reports.
INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT
GI2 Lists of Values
daterange_lov
PROMPT NAME
Pre-set Date Filter

LOV TYPE
Predefined
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
This list provides predefined, convenient, and rolling time ranges, spanning one day or
more, over which to run Interactive Insights reports. These values appear when you click
{--Show List Of Values--} in the Pre-set Date Filter list box of all Interactive Insights
reports. The predefined values that are available can change from report to report.
The range of time that is offered by the Last Week value is one weekbeginning at
12:00:00 AM on the first day of the first full week before the current week and ending at
11:59:59 PM on the last day of that week. The time range for Last Month begins on the first
day of the first full month prior to the current month and ends on the last day of that month.
The Month to Date, Quarter to Date, and Year to Date selections use the current
month, quarter, and year to provide data. As with any date selection(s), report results
reflect data as of the last transformation and aggregation runs.
If both a preset date and a report date are specified on a report, the preset date value overrides a specified report date value.
Note: RELATIVE_RANGE is a view that is reserved for internal computations. Its definition is
described in neither the Genesys Info Mart nor the Interactive Insights documentation sets.
RELATIVE_RANGE_RANGE_NAME
daydaterange_lov
PROMPT NAME
Pre-set Date Filter

LOV TYPE
Predefined
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
This list provides predefined, convenient, and rolling one-day time ranges over which to
run Interactive Insights reports. These values appear when you click {--Show List Of
Values--} in the Pre-set Date Filter list box of all Interactive Insights reports.
The range of time that is offered by the Last DAY and Yesterday values is one dayfrom
the beginning of the day to the end of that day. If both a preset date and a report date are
specified on a report, the preset date value overrides a specified report date value.
Notes:
RELATIVE_RANGE is a view that is reserved for internal computations. Its definition is
For the Detail reports, the selected range of time is applied against interactions that are
WHERE DAY_FLAG=1
dnis_lov
PROMPT NAME
DNIS
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from target
addresses that are stored in the INTERACTION_FACT table for the tenant. When this list of
values is invoked, DNIS values appear, in alphanumerical order, in the DNIS list box of the
Interaction Detail Interactive Insights reports
7.6.2
DISCONTINUED IN
8.0.0
Universe Guide
INTERACTION_FACT.TARGET_ADDRESS
155
GI2 Lists of Values
hour_lov
PROMPT NAME
From Hour
To Hour
LOV TYPE
Predefined
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
This predefined list of values corresponds to the hours in a day, where:

0 represents the first hour, from 12:00:00 AM to 12:59:59 AM.
1 represents the second hour, from 01:00:00 AM to 01:59:59 AM.
...
23 represents the twenty-fourth hour, from 23:00:00 AM to 11:59:59 PM.
24 also represents the twenty-fourth hour, from 23:00:00 AM to 11:59:59 PM
GI2_CONSTANTS.VALUE
WHERE TYPE='HOUR'
Note: GI2_CONSTANTS is a view that is reserved for internal computations. Its definition is
The definition of this LOV is database-dependent.
PROMPT NAME
Influence Category
LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of influence within Genesys Social Messaging Management. When you invoke this list of values, the categories appear, in alphanumeric
order, in the Influence Category list box of the social engagement Interactive Insights
reports.
USER_DATA_GEN_ES.INFLUENCE_CATEGORY_CTGNAME
PROMPT NAME
Interaction Subtype
LOV TYPE
Dynamic
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
DESCRIPTION
information that describes interaction subtypes in your contact center. Interactive Insights
queries the INTERACTION_TYPE Info Mart table for this information. The default interaction
subtypes are the following:
InboundCollaboration
Reply
InboundCustomerReply
InboundNDR
InboundNew
InternalCollaboration
Invite
InternalCollaboration
Reply
OutboundAcknowledgement
OutboundAutoResponse
OutboundCollaboration
Invite
OutboundContact
OutboundNew
Outbound
Notification
OutboundReply
Unspecified
INTERACTION_TYPE.INTERACTION_SUBTYPE
156
GI2 Lists of Values
interactiontype_lov
PROMPT NAME
Interaction Type
LOV TYPE
Dynamic
INTRODUCED IN
7.6.2
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes interaction types in your contact center. Interactive Insights queries the
INTERACTION_TYPE Info Mart table for this information. The default interaction types are the
following:
Inbound
Internal
Outbound
Unknown
INTERACTION_TYPE.INTERACTION_TYPE
mediatype_lov
PROMPT NAME
Media Type
LOV TYPE
Dynamic
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes media types in your contact center. Interactive Insights queries the
MEDIA_TYPE Info Mart table for this information.
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
MEDIA_TYPE.MEDIA_NAME_CODE
queue_lov
PROMPT NAME
Queue or Last Queue

LOV TYPE
Dynamic
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of ACD queues, virtual queues, interaction queues,
and workbins in your contact center. When you invoke this list of values, the names of
queues appear, in alphanumeric order, in the Queue or Last Queue list box of Interactive
Insights reports that summarize data about queue activity.
Note: For the Detail reports, the selected queue(s) is applied against interactions that are
Universe Guide
157
GI2 Lists of Values
queuecascade_lov
PROMPT NAME
Queue or Last Queue

LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of ACD queues, virtual queues, interaction queues,
and workbins in your contact center. When you invoke this list of values, the names of
queues that belong to a particular queue group appear, in alphanumeric order, in the Queue
or Last Queue list box of Interactive Insights reports that summarize data about queue
activity.
Note: For the Detail reports, the selected queue(s) is applied against interactions that are
Refer to Using Cascading Prompts in the Genesys Interactive Insights Users Guide for
more information.
Note: The query includes two inner joins on the RESOURCE_GROUP_FACT and
GROUP_ tables that restrict the selection of queues to a particular queue group.
queuegroup_lov
PROMPT NAME
Queue Group
LOV TYPE
Dynamic
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the configuration of queue groups in your contact center. When you
invoke this list of values, the names of the groups appear, in alphanumeric order, in the
Queue Group list box of Interactive Insights reports that summarize data about queue group
activity.
GROUP_.GROUP_NAME
WHERE GROUP_TYPE_CODE='UNKNOWN', 'QUEUE', or NO_VALUE
reasontypecode_lov
PROMPT NAME
None
LOV TYPE
Dynamic
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
158
DESCRIPTION
Interactive Insights dynamically generates the values that compose this list from unique
values that are stored in the RESOURCE_STATE_REASON.REASON_TYPE_CODE Info Mart field.
The resultant set is used internally in the Interactive insights reports that provide details
about the reasons why agents devices were in a particular state during the reporting interval.
RESOURCE_STATE_REASON.REASON_TYPE_CODE
GI2 Lists of Values
resourcename_lov
PROMPT NAME
Interaction Type
LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
information that describes the configuration of active resources in your contact center.
When this list of values is invoked, the names of configured contact center resources
appear, in alphanumerical order, in the Source Handling Resource Name or Target
Handling Resource Name list box of the Transfer Detail Interactive Insights reports.
resourcetype_lov
PROMPT NAME
Interaction Type
LOV TYPE
Dynamic
INTRODUCED IN
8.1.1
DISCONTINUED IN
N/A
DESCRIPTION
information that describes the configuration of active resources in your contact center.
When this list of values is invoked, the names of configured contact center resources
appear, in alphanumerical order, in the Source Handling Resource Type or Target
Handling Resource Type list box of the Transfer Detail Interactive Insights reports.
servicesubtype_lov
PROMPT NAME
Service Subtype
LOV TYPE
Dynamic
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information
that describes the configuration of service subtypes in your contact center. When you invoke this
list of values, the service subtypesalong with their parent service types appear, in alphanumeric order, in the Service Subtype list box of certain Interaction Volume and Agent Group
Interactive Insights reports.
INTERACTION_DESCRIPTOR_GI2.SERVICE_SUBTYPE
servicetype_lov
PROMPT NAME
Service Type
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information
that describes the configuration of service types in your contact center. When you invoke this
list of values, the service types appear, in alphanumeric order, in the Service Type list box of
certain Interaction Volume and Agent Group Interactive Insights reports.
7.6.0
DISCONTINUED IN
N/A
Universe Guide
159
GI2 Lists of Values
strategyname_lov
PROMPT NAME
Strategy Type
LOV TYPE
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that describes the types of strategies in your contact center.
Dynamic
INTRODUCED IN
7.6.2
DISCONTINUED IN
8.0.0
STRATEGY.STRATEGY_TYPE
tenantname_lov
PROMPT NAME
Tenant
LOV TYPE
Dynamic
INTRODUCED IN
DESCRIPTION
Interactive Insights dynamically generates the values that make up this list from information that
describes the configuration of tenants in your contact center. When you invoke this list of values,
the tenants appear, in alphanumeric order, in the Tenant list box of all Interactive Insights
reports.
7.6.1
DISCONTINUED IN
N/A
160
TENANT.TENANT_NAME
Chapter
Interactive Insights Measures

A measure is the estimation of the magnitude of an object. In the Business Objects
Universe Designer, a measure object is represented by a section of a yellow ruler (
) in the Classes and Objects panel. (This symbol is different in previous BOE
releases.) In Interactive Insights, measures are dynamic; they contain aggregate
functions that map to statistics in the Data Mart. Refer to the Building Universes
chapter in the Business Objects Universe Designer guide for an in-depth discussion
about measures and other universe elements.
This chapter describes the measures that are provided by the Interactive Insights
universe. It contains the following sections:
List of Measures, by Class, page 161
GI2 Measures, page 166
List of Measures, by Class

This section lists all measures that are provided within the Interactive Insights
Listing of GI2 Measures

Refer to the alphabetical listing of measures by class, provided on pages 6885.
General Notes About Measures

The names of measures include the class in which they belong. So, for instance, the
seven Accepted measures that are listed are differentiated by the Activity, Agent
Contact, BA Customer, Contact Attempt, Interaction State, and Q Customer &
Consults, and Q Customer classes in which they are found.
There are no measures in either the Time and Forecast classes for GI2.
Universe Guide
161
Chapter 6: Interactive Insights Measures

Note: Measures that appear in italic within Designer are hidden from report users and
omitted from description in this chapter. Report designers cannot access these
measures when creating new reports, but their values are displayed in any
generated reports that use them. These measures are for administrative use
only and are not documented in this guide. In the Designer interface, these
measures appear in italic.
Form Title
Class
Available Media
Types
Provides the name of the Interactive Insights measure.

Displays the class to which this measure belongs. The listed class is hyperlinked so
that you can obtain more information about class contents.
Lists the media types for which it is possible for Genesys Info Mart to increment
values. They can be any combination of the following:
Chat
Open (sync)
All
Email
Open (async)
N/A
Voice
Open indicates the media types supported by Open Media. (Refer to the eServices
documentation set for further details.) Sync and async (for synchronous and
asynchronous, respectively) refer to those media types where a connected session

between two or more parties either does or does not exist.
Logical/Base/
Threaded
Interactions
Describes whether the measure holds values for logical or base interactions. A logical
interaction is a tree of base interactions that are connected by a parent-child
relationship. Each tree has one root interaction that starts the logical interaction (the
parent interaction) and zero, one, or more branches (child interactions). Base
interactions can be either root or nonroot interactions.
A Genesys Info Mart interaction may include one or more eServices (multimedia)
interactions. For example, an inbound e-mail message and its associated outbound
reply are two different eServices interactions; however, Genesys Info Mart records this
data in one interaction fact. Each Genesys Info Mart interaction fact is represented by
a distinct row in the INTERACTION_FACT table and has a distinct INTERACTION_ID. This
grouping of multiple eServices interactions into a single Genesys Info Mart Interaction
is referred to as a logical interaction.
Logical interactions begin when one of the following occurs:
162
There is an interaction type of Inbound.
There is no reference to a parent interaction ID; the root_ixn_guid attribute is

undefined.
There is a reference to a parent interaction ID, but the parent no longer exists at the
moment that the child interaction is submitted to the Genesys Info Mart
Serverfor example, an e-mail reply is created after the original e-mail interaction
was stopped.
All base interactions have unique interaction IDs and are either logical or child
interactions. Every child interaction has the RootID property that references the root
interaction.
For synchronous media such as voice and chat, all interactions are logical interactions
that consist of a single base interaction.
A thread, as used within the context of this document, is a collection of multiple
logical interactions. In this release, the concept of threaded interactions pertains only
to the e-mail media. For this media, Genesys Info Mart is able to associate one logical
interaction with another given the e-mail MIME header information. Accepted Thread
and Accepted Unique are the two measures in this releases universe that are dedicated
to the measurement of threaded interactions.
Most measures in the Business Attribute class measure logical interactions. Most
measures in the Queue and Agent classes measure base interactions. The terms logical
interaction and base interaction apply only to interaction-related measures; they do
not pertain to measures that report status, such as an agents state.
Measure Type
Can be any of the following:
DispositionCounts and durations of interactions are attributed to that interval in

which the interactions arrived at the resource DN (such as, the agents DN) and
only upon termination of the interaction.
IntervalCounts and durations of interactions are attributed to the reporting

interval in which the interactions occur and are clipped where interactions cross
over multiple intervals.
Note: Not all interval measures reside in the Interval class.
DetailProvides the duration of one activity.

Note: Do not confuse the detail measure classification with detail dimensions,
which are described in Chapter 3, Interactive Insights Dimensions on

page 87.
Disposition, interval, and detail measures can further be classified as additive or
nonadditive (such as ratios and averages).
Data Type
Alternate?
Universe Guide
Represents the general classification of how the data is represented through the
Interactive Insights universe. It is one of the following:
Number
Character
Date
Indicates whether Genesys supports an alternate formula for this measures definition.
If an alternate definition is supported, this value is Yes. You can view the alternate
definition within the measures properties in Designer. The Genesys Interactive
Insights 8.1 Users Guide provides instruction on how to customize measure
definitions.
163
If an alternate definition is not supported, this value is No.

Aggn Function
The aggregation function that is used. It is either of the following:
Max
None
Min
Db delegated
Sum
This Business Objects function allows you to delegate the aggregation of a

nonadditive (ratio, average, timestamps) measure to the database server. Refer to
the Business Objects Universe Designer guide for more information about this and
other aggregation functions.
Note: If you change the definition of a measure, be sure to verify that the
appropriate aggregation function is assigned. With certain changes, the

Designer application may reset this value to the default function: Sum.
Introduced In
Discontinued In
Lists the release in which the measure was first introduced.

Identifies the first generally available release in which the measure was no longer
available.
Note: The discontinued measures that were available in the initial 7.6 release are no
longer listed in this chapter. No measures were discontinued from the 7.6.1 and
8.0 x releases, so that this area of the form states N/A for all measures.
Description
Provides a general description of the measure. Refer to Appendix A, Dictionary of

Data Elements on page 425 for definitions of specific terms that are used within these
descriptions.
Notes:
For all measures in the Queue class, unless otherwise specified, the term queue, for
Info Mart, refers to the following mediation DN types:
ACD queue
Interaction queue
Virtual queue
Workbin
Unless otherwise stated, all measures reflect inbound, internal, outbound, and external
contact center or enterprise activity.
The following description pertains to all resource groups (agent group, queue groups,
and so on) and is not included in descriptions of measures.
For those resources that were added to a resource group during the reporting
interval, the measures exclude interaction activity that occurred during the interval
before the resource was enrolled as a group member. Likewise, if the resource was
removed from the resource group during the reporting interval, the measures
exclude interaction activity that occurred during the reporting interval after the
resource left the resource group.
164
For those measures that provide durations, the Interactive Insights reports convert
duration values from seconds (representing how they are stored in the data mart) to
HH:MM:SS (hour:minute:second) format for easier interpretation.
Where the descriptions state the condition that a business attribute is assigned to
measures, this assignment is not restricted to explicit actions conducted by agents. The
Genesys Info Mart Server associates the DEFAULT business attribute with all interactions
that are stored in the AG2_AGENT_* and AG2_ID_* tables where business attributes have
not otherwise been assigned.
Database
Table.Column
The table (or view) and column from which data is retrieved in your data mart. This
section does not list the table alias that is actually in use within the universe. These
views and aliases include the following:
AG2_I_SESS_ST_R_SUBHR for AG2_I_SESS_STATE_SUBHR
AG2_I_SESS_ST_R_HOUR for AG2_I_SESS_STATE_HOUR
AG2_I_SESS_ST_R_DAY for AG2_I_SESS_STATE_DAY
GROUP_Q for GROUP_
INTERACTION_DESCRIPTOR_GI2 for INTERACTION_DESCRIPTOR
INTERACTION_FACT_GI2 for INTERACTION_FACT_GI2
INTERACTION_RESOURCE_FACT_GI2 for INTERACTION_RESOURCE_FACT
FILTERED_V_INTERACTION_FACT for a union of select rows that belong to the

MEDIATION_SEGMENT_FACT and INTERACTION_RESOURCE_FACT tables
MEDIATION_SEGMENT_FACT_GI2 for MEDIATION_SEGMENT_FACT
RESOURCE_GI2 for RESOURCE_
RESOURCE_Q for RESOURCE_
RESOURCE_VQ for RESOURCE_
RESOURCE_GROUP_COMBINATION_Q for RESOURCE_GROUP_COMBINATION
RESOURCE_STATE_REASON_GI2 for RESOURCE_STATE_REASON
RESOURCE_TARGET for RESOURCE_
SM_RES_SESSION_FACT_GI2 for SM_RES_SESSION_FACT
SM_RES_STATE_FACT_GI2 for SM_RES_STATE_FACT
SM_RES_STATE_REASON_FACT_GI2 for SM_RES_STATE_REASON_FACT
In cases in which the reports retrieve data from more than one aggregation table or
view, this field abbreviates the database object names as follows:
Internal Metric ID
Universe Guide
Y YEAR
D DAY
Q QRTR
H HOUR
M MONTH
S SUBHR
W WEEK
* all applicable tables and views
An ID that further identifies the measure. This ID is for reference only. The Interactive
Insights reports do not reference this ID nor is it used for computations.
165
Used In Report(s)
GI2 Measures
Indicates the out-of-box Interactive Insights reports that directly call this measure. For
those measures that are not directly called by any report, this area reads None.
Please note that some measures, for which None is indicated, might be indirectly called
by an Interactive Insights report. Such measures might be used in the definitions of
composite measures that are referenced by the Interactive Insights reports. Such is the
case, for example, for the Q Customer\Accept Time measure. This measure is not
directly called by any of the reports, but it is part of the definition of the
Q Customer\ASA measure, which is used in two reports.
GI2 Measures
CLASS
DESCRIPTION
Business Attribute\
BA Customer
AVAILABLE MEDIA TYPES
Voice, Chat, Open (sync)

LOGICAL/BASE INTERACTION
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
166
DATA TYPE
The percentage of interactions that entered the contact center, were distributed to a
resource, and were subsequently abandoned while they were alerting/ringing at an
agents DN to the total number of interactions that entered the contact center.
Note: This measure relies on the value of the short-abandoned threshold as configured:
In the [gim-etl*] section, for the 8.1.0- releases.
In the [agg-gim-thld-ID-IXN] section, for the 8.1.1+ releases.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Abandoned Inviting and Offered Business Attribute measures.

INTERNAL METRIC ID
T_ABANDONED_INVITE_PCT
USED IN REPORT(S)
None
GI2 Measures
CLASS
DESCRIPTION
Queue\Q Customer

N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
The description of this measure is dependent on the universe elements by which this
measure is dimensioned and filtered in the report query:
Queue Dimension: The percentage of interactions that entered this queue, were
distributed to a resource, and were subsequently abandoned while they were alerting/
ringing at an agents DN to the total number of interactions that entered this queue and
were subsequently offered to a resource.
Queue Group Dimension: The percentage of interactions that entered queues that
belong to this queue group, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agents DN to the total number of interactions that entered queues that belong to this queue group and were subsequently
offered to a resource.
Notes:
This measure was previously named % Calls Abandoned.
This measure relies on the value of the short-abandoned threshold as configured:
In the [agg-gim-thld-QUEUE-IXN] section, for the 8.1.1+ releases.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Abandoned Inviting and Offered Queue measures.

INTERNAL METRIC ID
Q_ABANDONED_INVITE_PCT
USED IN REPORT(S)
None
CLASS
DESCRIPTION
Business Attribute\BA Customer


N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
The percentage of interactions that entered the contact center, were distributed to a
resource, and were subsequently abandoned while they were alerting/ringing at an
agents DN to the total number of interactions that entered the contact center.
Notes:
This measure was previously named % Abandoned Inviting.
Provided only for backward compatibility, this measure relies on the value of the
short-abandoned threshold as configured in the [gim-etl*] section.
Refer to the Abandoned Inviting and Offered 80 Business Attribute measures.

INTERNAL METRIC ID
T_ABANDONED_INVITE_PCT_80
USED IN REPORT(S)
None
167
GI2 Measures
CLASS
DESCRIPTION
Queue\Q Customer

N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The percentage of interactions that entered this queue, were
distributed to a resource, and were subsequently abandoned while they were alerting/
ringing at an agents DN to the total number of interactions that entered this queue and
were subsequently offered to a resource.
Queue Group Dimension: The percentage of interactions that entered queues that
belong to this queue group, were distributed to a resource, and were subsequently abandoned while they were alerting/ringing at an agents DN to the total number of interactions that entered queues that belong to this queue group and were subsequently
offered to a resource.
Note: Provided only for backward compatibility, this measure relies on the value of the
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Abandoned Inviting and Offered 80 Queue measures.

INTERNAL METRIC ID
Q_ABANDONED_INVITE_PCT_80
USED IN REPORT(S)
None
% Abandoned Waiting
CLASS
DESCRIPTION


N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
168
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The percentage of customer interactions of this business attribute that were abandoned to the total number of customer interactions of this business attribute that
entered or began within the contact center during the interval.
Note: This measure was previously named % Calls Abandoned.
Refer to the Abandoned Waiting and Entered Business Attribute measures.

INTERNAL METRIC ID
T_ABANDONED_PCT
USED IN REPORT(S)

GI2 Measures
% Abandoned Waiting
CLASS
DESCRIPTION
Queue\Q Customer
Queue Dimension: The percentage of customer interactions that both entered this
queue and were subsequently abandoned before the interactions could be distributed to
the total number of interactions that entered this queue.
N/A
MEASURE TYPE
Disposition
Queue Group Dimension: The percentage of customer interactions that both entered
queues that belong to this queue group and were subsequently abandoned before the
interactions could be distributed to the total number of interactions that entered a queue
that belongs to this queue group.
DATA TYPE
Number
Note: This measure was previously named % Calls Abandoned.

ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
Refer to the Abandoned Waiting and Entered Queue measures.

INTERNAL METRIC ID
N/A
Q_ABANDONED_PCT
USED IN REPORT(S)


CLASS
DESCRIPTION
Queue\..\Abandoned Waiting STI


N/A
MEASURE TYPE
Note: This measure was previously named % Calls Abandoned STI 1.
DATA TYPE
Disposition
The percentage of interactions that entered this queue and were subsequently abandoned prior to the first abandon-in-queue threshold to all interactions that entered this
queue and were abandoned. This measure excludes interactions that were abandoned after distribution, but it includes short-abandoned interactions.
Number
ALTERNATE?
AGGN FUNCTION
No
Db delegated
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
Refer to the Abandoned Waiting ST1 Queue measure and AG2_QUEUE_ABN_[*].ABANDONED.

INTERNAL METRIC ID
Q_ABANDONED_STI_1_PCT
USED IN REPORT(S)

CLASS
DESCRIPTION
Queue\..\Abandoned Waiting
STI
Chat, Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
The percentage of interactions that entered this queue and were subsequently abandoned
within the interval that is bound by the first and second abandon-in-queue thresholds to all
interactions that entered this queue and were abandoned. This measure excludes interactions that were abandoned after distribution, but it includes short-abandoned interactions if
they fall within the aforementioned abandon thresholds.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

INTERNAL METRIC ID
USED IN REPORT(S)
169
GI2 Measures

CLASS
DESCRIPTION
STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
within the interval that is bound by the second and third abandon-in-queue thresholds to all
interactions that entered this queue and were abandoned. This measure excludes interactions that were abandoned after distribution from the queue, but it includes short-abandoned interactions if they fall within the aforementioned abandon thresholds.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION
STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
within the interval that is bound by the third and fourth abandon-in-queue thresholds to all
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION
STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
170
within the interval that is bound by the fourth and fifth abandon-in-queue thresholds to all
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION
STI

N/A
The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the fifth and sixth abandon-in-queue thresholds to all interactions that entered this queue and were abandoned. This measure
excludes interactions that were abandoned after distribution from the queue, but it
includes short-abandoned interactions if they fall within the aforementioned abandon
thresholds.
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Db delegated
DISCONTINUED IN
7.6.0
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION
STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
within the interval that is bound by the sixth and seventh abandon-in-queue thresholds to
all interactions that entered this queue and were abandoned. This measure excludes interactions that were abandoned after distribution from the queue, but it includes short-abandoned interactions if they fall within the aforementioned abandon thresholds.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION
STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
within the interval that is bound by the seventh and eighth abandon-in-queue thresholds to
all interactions that entered this queue and were abandoned. This measure excludes interactions that were abandoned after distribution from the queue, but it includes short-abandoned interactions if they fall within the aforementioned abandon thresholds.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

INTERNAL METRIC ID
USED IN REPORT(S)
171
GI2 Measures

CLASS
DESCRIPTION
Queue\..\Abandoned
Waiting STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
within the interval that is bound by the eighth and ninth abandon-in-queue thresholds to all
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION
STI

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
within the interval that is bound by the ninth and tenth abandon-in-queue thresholds to all
interactions that entered this queue and were abandoned. This measure excludes interactions that were abandoned after distribution, but it includes short-abandoned interactions if
they fall within the aforementioned abandon thresholds.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION
STI

within the interval that is bound by the tenth and eleventh abandon-in-queue thresholds to
all interactions that entered this queue and were abandoned. This measure excludes interactions that were abandoned after distribution, but it includes short-abandoned interactions if they fall within the aforementioned abandon thresholds.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
172
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
STI

The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the eleventh and twelfth abandon-in-queue
thresholds to all interactions that entered this queue and were abandoned. This measure
excludes interactions that were abandoned after distribution, but it includes short-abandoned interactions if they fall within the aforementioned abandon thresholds.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None

CLASS
DESCRIPTION
STI

The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the twelfth and thirteenth abandon-in-queue
excludes interactions that were abandoned after distribution but it includes short-abandoned interactions if they fall within the aforementioned abandon thresholds.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None

CLASS
DESCRIPTION
STI

The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the thirteenth and fourteenth abandon-in-queue
thresholds to all interactions that entered this queue and were abandoned.This measure
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None
173
GI2 Measures

CLASS
DESCRIPTION
STI

The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the fourteenth and fifteenth abandon-in-queue
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Refer to the Abandoned Waiting ST15 Abandoned Waiting STI measure and
AG2_QUEUE_ABN_[*].ABANDONED.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None

CLASS
DESCRIPTION
STI

The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the fifteenth and sixteenth abandon-in-queue
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Refer to the Abandoned Waiting ST16 Abandoned Waiting STI measure and
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None

CLASS
DESCRIPTION
STI

The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the sixteenth and seventeenth abandon-inqueue thresholds to all interactions that entered this queue and were abandoned. This
measure excludes interactions that were abandoned after distribution, but it includes
short-abandoned interactions if they fall within the aforementioned abandon thresholds.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
174
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION


N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the seventeenth and eighteenth abandon-inqueue thresholds to all interactions that entered this queue and were abandoned. This
Refer to the Abandoned Waiting ST18 Queue measure and

Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None

CLASS
DESCRIPTION


N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of interactions that entered this queue and were subsequently abandoned within the interval that is bound by the eighteenth and nineteenth abandon-inqueue thresholds to all interactions that entered this queue and were abandoned.
Abandon thresholds are defined within the [agg-gim-thld-QUEUE-ABN] section. This

Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None

CLASS
DESCRIPTION


N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
The percentage of interactions that entered this queue and were subsequently abandoned beyond the nineteenth abandon-in-queue threshold to all interactions that
entered this queue and were abandoned. This measure excludes interactions that
were abandoned after distribution, but it includes short-abandoned interactions if they
fall beyond the nineteenth abandon threshold.

Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
None
175
GI2 Measures

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Prior to 8.1.101, the formula for this measure used the Entered measure instead of
Offered.
Number
AGGN FUNCTION
No
INTRODUCED IN
The service level measured as a percentage of interactions that entered this tenant
and were accepted within a user-defined threshold to all interactions that entered this
tenant and were offered to a resource.
Db delegated
DISCONTINUED IN
8.1.1
N/A
Refer to the Accepted in Threshold and Offered Business Attribute measures.

INTERNAL METRIC ID
@T_ACCEPT_SERVICE_LEVEL_PCT
USED IN REPORT(S)

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
Queue Dimension: The service level of this queue measured as a percentage of
interactions that entered this queue and were accepted within the acceptance threshold
to all interactions that entered this queue and were offered to a resource.
Queue Group Dimension: The service level of this queue group measured as a
percentage of interactions that entered queues that belong to this queue group and
were accepted within the acceptance threshold to all interactions that entered queues
that belong to this queue group and were offered to a resource.
MEASURE TYPE
Disposition
DATA TYPE
Number
This measure yields results other than 0 only for interactions that were accepted by an
agent.
Notes:
This measure was previously named % Service Level.
This measure relies on the value of the acceptance threshold as configured:
Refer to the Accepted in Threshold and Offered Queue measures.

ALTERNATE?
No
INTRODUCED IN
7.6.0
176
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_SERVICE_LEVEL_ACC_PCT
USED IN REPORT(S)

GI2 Measures
% Accept Service Level 80

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The service level of this queue measured as a percentage of
interactions that entered this queue and were accepted within a user-defined threshold
to all interactions that entered this queue and were offered to a resource.
Queue Group Dimension: The service level of this queue group measured as a
percentage of interactions that entered queues that belong to this queue group and
were accepted within a user-defined threshold to all interactions that entered queues
This measure yields results other than 0 only for interactions that were accepted by an
agent.
Note: Provided only for backward compatibility, this measure relies on the values of the
acceptance and short-abandoned thresholds as configured in the [gim-etl*] section.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Accepted in Threshold 80 and Offered 80 Queue measures.

INTERNAL METRIC ID
Q_SERVICE_LEVEL_ACC_PCT_80
USED IN REPORT(S)
None
% Accepted
CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The percentage of customer interactions of this business attribute that were accepted
to the total number of interactions of this business attribute that were offered to a
handling resource.
Notes:
This measure was previously named % Calls Answered.
Refer to the Accepted and Offered Business Attribute measures.

INTERNAL METRIC ID
T_ACCEPTED_PCT
USED IN REPORT(S)

177
GI2 Measures
% Accepted
CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Queue Dimension: The percentage of customer interactions and warm consultations
that entered this queue and were subsequently distributed and accepted to the total
number of interactions that entered this queue.
Queue Group Dimension: The percentage of customer interactions and warm consultations that entered queues that belong to this queue group and were subsequently distributed and accepted to the total number of interactions that entered queues that
belong to this queue group.
Notes:
This measure was previously named % Accepted.
Refer to the Accepted and Offered Queue measures.

INTERNAL METRIC ID
Q_ACCEPTED_PCT
USED IN REPORT(S)
% Accepted 80
CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
178
DATA TYPE
The percentage of customer interactions of this business attribute that were accepted
to the total number of interactions of this business attribute that were offered to a handling resource.
acceptance threshold as configured in the [gim-etl*] section.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Accepted and Offered 80 Business Attribute measures.

INTERNAL METRIC ID
T_ACCEPTED_PCT_80
USED IN REPORT(S)
None
GI2 Measures
% Accepted 80
CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The percentage of customer interactions and warm consultations
that entered this queue and were subsequently distributed and accepted to the total
number of interactions that entered this queue.
Queue Group Dimension: The percentage of customer interactions and warm consultations that entered queues that belong to this queue group and were subsequently distributed and accepted to the total number of interactions that entered queues that
ALTERNATE?
Yes
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Accepted and Offered 80 Queue measures.

INTERNAL METRIC ID
Q_ACCEPTED_PCT_80
USED IN REPORT(S)
None
% Accepted Agent
CLASS
DESCRIPTION
Business Attribute\
BA Customer
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
The percentage of customer interactions of this business attribute that entered or began
within the contact center and were subsequently distributed and accepted by an agent
to the total number of interactions that were offered.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Accepted Agent and Offered Business Attribute measures.

INTERNAL METRIC ID
T_ACCEPTED_AGENT_PCT
USED IN REPORT(S)
None
179
GI2 Measures
% Accepted Agent
CLASS
DESCRIPTION
Queue\Q Customer
The description of this measure is dependent on the universe element by which this
All
Queue Dimension: The percentage of customer interactions or warm consultations that

entered this queue and were subsequently distributed and accepted by an agent to the
total number of interactions that entered this queue and were offered to a resource.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
Queue Group Dimension: The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently distributed and accepted by an agent to the total number of interactions that entered queues
DATA TYPE
Number
AGGN FUNCTION
Notes:
This measure was previously named % Calls Answered Agent.
Db delegated
DISCONTINUED IN
Refer to the Accepted Agent and Offered Queue measures.

INTERNAL METRIC ID
N/A
Q_ACCEPTED_AGENT_PCT
USED IN REPORT(S)
None
% Accepted Agent 80
CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
8.1.1
180
DATA TYPE
The percentage of customer interactions of this business attribute that entered or

began within the contact center and were subsequently distributed and accepted by an
agent to the total number of interactions that were offered.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Accepted Agent and Offered 80 Business Attribute measures.

INTERNAL METRIC ID
T_ACCEPTED_AGENT_PCT_80
USED IN REPORT(S)
None
GI2 Measures
% Accepted Agent 80
CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The percentage of customer interactions or warm consultations
that entered this queue and were subsequently distributed and accepted by an agent
to the total number of interactions that entered this queue and were offered to a
resource.
Queue Group Dimension: The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently
distributed and accepted by an agent to the total number of interactions that entered
queues that belong to this queue group and were offered to a resource.
ALTERNATE?
Yes
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Accepted Agent and Offered 80 Queue measures.

INTERNAL METRIC ID
Q_ACCEPTED_AGENT_PCT_80
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\..\Accepted Agent STI

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of interactions that entered this queue and were subsequently distributed
and accepted by agents prior to the first service time interval to all customer interactions
that entered this queue and were subsequently distributed and accepted by agents.
Note: This measure was previously named % Calls Answered STI 1.
Refer to the Accepted Agent ST1 Queue measure and AG2_QUEUE_ACC_AGENT_[*].

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_STI_1_PCT
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
and accepted by agents within the service time interval that was defined by the first and
second service time thresholds to all customer interactions that entered this queue and
were subsequently distributed and accepted by agents.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)
181
GI2 Measures

CLASS
DESCRIPTION
Accepted Agent STI

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
and accepted by agents within the service time interval that was defined by the second
and third service time thresholds to all customer interactions that entered this queue and
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
and accepted by agents within the service time interval that is bound by the third and
fourth service time thresholds to all interactions that entered this queue and were subsequently distributed and accepted by agents.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
182
DATA TYPE
and accepted by agents within the service time interval that is bound by the fourth and fifth
service time thresholds to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
and accepted by agents within the service time interval that is bound by the fifth and sixth
service time thresholds to all customer interactions that entered this queue and were subsequently distributed and accepted by agents.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
and accepted by agents within the service time interval that is bound by the sixth and seventh service time thresholds to all customer interactions that entered this queue and were
subsequently distributed and accepted by agents.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
and accepted by agents within the service time interval that is bound by the seventh and
eighth service time thresholds to all customer interactions that entered this queue and
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)
183
GI2 Measures

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
and accepted by agents within the service time interval that is bound by the eighth and
ninth service time thresholds to all customer interactions that entered this queue and were
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
and accepted by agents within the service time interval that is bound by the ninth and
tenth service time thresholds to all customer interactions that entered this queue and were
Db delegated
DISCONTINUED IN
7.6.0
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the tenth and
eleventh service time thresholds to all customer interactions that entered this queue and
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
184
DATA TYPE
Number
AGGN FUNCTION

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the eleventh and
twelfth service time thresholds to all customer interactions that entered this queue and
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
8.0.0
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the twelfth and
thirteenth service time thresholds to all customer interactions that entered this queue and
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the thirteenth and
fourteenth service time thresholds to all customer interactions that entered this queue and
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
185
GI2 Measures

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the fourteenth
and fifteenth service time thresholds to all customer interactions that entered this queue
and were subsequently distributed and accepted by agents.
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
8.0.0
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the fifteenth and
sixteenth service time thresholds to all customer interactions that entered this queue and
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
8.0.0
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the sixteenth and
seventeenth service time thresholds to all customer interactions that entered this queue
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
186
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the seventeenth
and eighteenth service time thresholds to all customer interactions that entered this queue
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
and accepted by agents within the service time interval that is bound by the eighteenth
and nineteenth service time thresholds to all customer interactions that entered this queue
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION

ACCEPTED_AGENT.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
and accepted by agents beyond the nineteenth service time interval to all customer interactions that entered this queue and were subsequently distributed and accepted by
agents.
This measure is attributed to the interval in which the interaction entered the queue.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A

ACCEPTED_AGENT.
INTERNAL METRIC ID
USED IN REPORT(S)
187
GI2 Measures
% Busy Time
CLASS
DESCRIPTION
Agent\..\Summarized State
The percentage of time of all interaction-processing activities.
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Busy Time and Active Time Summarized State measures.
INTERNAL METRIC ID
IA_BUSY_TIME_PCT
USED IN REPORT(S)

CLASS
DESCRIPTION
Agent\..\Interaction State
All (except Chat)

N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of time within the interval that this agent spent on collaborations or consult
interactions that the agent received to the total duration within the interval of this agents
active session on a particular media channel.
Note: This measure was previously named % Consult Time.
Refer to the Consult Received Time Interaction State measure and the Active Time
Summarized State measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_CONSULT_RECEIVED_TIME_PCT
USED IN REPORT(S)

% Distributed
CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
that entered this queue and were subsequently distributed to a resource to the total
number of interactions that entered this queue and were offered to a resource.
Queue Group Dimension: The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently distributed to a resource to the total number of interactions that entered queues that
belong to this queue group and were offered to a resource.
Notes:
This measure was previously named % Calls Distributed.
ALTERNATE?
No
INTRODUCED IN
7.6.0
188
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Distributed and Offered Queue measures.

INTERNAL METRIC ID
Q_DISTRIBUTED_PCT
USED IN REPORT(S)
GI2 Measures
% Distributed 80
CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
that entered this queue and were subsequently distributed to a resource to the total
number of interactions that entered this queue and were offered to a resource.
Queue Group Dimension: The percentage of customer interactions or warm consultations that entered queues that belong to this queue group and were subsequently distributed to a resource to the total number of interactions that entered queues that
belong to this queue group and were offered to a resource.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Distributed and Offered 80 Queue measures.

INTERNAL METRIC ID
Q_DISTRIBUTED_PCT_80
USED IN REPORT(S)
None
% Engage Time
CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of time within the interval that this agent was engaged with customers to
the total duration within the interval of the agents active session on a particular media
channel.
Note: This measure was previously named % Talk Time.
Refer to the Engage Time Interaction State measure and the Active Time Summarized
State measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_ENGAGE_TIME_PCT
USED IN REPORT(S)


CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
The percentage of time within the interval that this agent was engaged with customers to
the total duration within the interval of the agents active session on a particular media
channel.
Note: This measure was previously named % Talk Time.
Refer to the Engage Time Interaction State measure and the Active Time Summarized
State measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_ENGAGE_TIME_PCT
USED IN REPORT(S)
None
189
GI2 Measures

CLASS
DESCRIPTION

All
The percentage of time within the interval that this agent was engaged with customers
to the total duration within the interval of the agents active session on a particular
media channel.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
Refer to the Finished in Threshold and Finished Business Attribute measures.
AGGN FUNCTION
Db delegated
DISCONTINUED IN
INTERNAL METRIC ID
N/A
USED IN REPORT(S)
@T_FINISHED_SERVICE_LEVEL_PCT
% First Response Time Service Level

CLASS
DESCRIPTION

All
Notes:
Prior to release 7.6.2, this measure was derived by using the Offered Business Attribute measure.
This measure was previously named % Service Level.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
The service level that is delivered for this business attribute measured as a percentage
of customer interactions that were accepted within a user-defined threshold to all customer interactions that were offered to handling resources.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
Refer to the First Response in

Threshold and Entered with Objective Business Attribute measures.
INTERNAL METRIC ID
T_SERVICE_LEVEL_RES_PCT
DISCONTINUED IN
N/A
USED IN REPORT(S)

% Hold Time
CLASS
DESCRIPTION
The percentage of time that this agent had customer interactions on hold within the interval
to the total duration of the agents active session within the interval.
Voice
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
190
DATA TYPE
Number
AGGN FUNCTION
Refer to the Hold Time Interaction State measure and the Active Time Summarized State
measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_HOLD_TIME_PCT
USED IN REPORT(S)

GI2 Measures
% Invite Time
CLASS
DESCRIPTION
All
The average amount of time, in seconds, attributable to the interval that customer
interactions were alerting or ringing at agent resources before the interactions were either:
Abandoned or dropped for any reason or
Accepted by contact center resources.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Refer to the Invite Time Interaction State measure and the Active Time Summarized State
measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_INVITE_TIME_PCT
USED IN REPORT(S)
% Ixn Wrap Time

CLASS
DESCRIPTION
Voice
The percentage of time within the interval that this agent spent in ACW (Wrap) state related
to customer calls to the total duration of the agents active session within the interval.
Note: This measure was previously named % Inbound ACW Time.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Refer to the Ixn Wrap Time Interaction State measure and Active Time Summarized State
measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_WRAP_TIME_IXN_PCT
USED IN REPORT(S)

% Not Ready In Time

CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
The percentage of time that this agent spent on customer interactions that were accepted
within the interval while the agent was in the NotReady state to the agents total NotReady
duration within the interval for a particular media channel.
Note: Consultations and collaborations that the agent receives while in the NotReady
state are excluded from this percentage.
Refer to the Not Ready In Time Interaction State measure and the Not Ready Time
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_NOT_READY_IN_TIME_PCT
USED IN REPORT(S)
191
GI2 Measures

CLASS
DESCRIPTION
All
The percentage of time that this agent spent on customer interactions that were dialed
within the interval while the agent was in the NotReady state to the agents total NotReady
duration within the interval.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Refer to the Not Ready Out Time Interaction State measure and the Not Ready Time
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_NOT_READY_OUT_TIME_PCT
USED IN REPORT(S)

CLASS
DESCRIPTION
All
The percentage of time within the interval that this agent was in the NotReady state that
can be attributed to a specific hardware or software reason code to the agents total
NotReady duration within the interval for a particular media channel. If no reason codes
have been set up in your environment, this measure returns 0.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Not Ready Reason Time and Not Ready Time Summarized State measures.
INTERNAL METRIC ID
IA_STATE_RSN_TIME_NOT_READY_PCT
USED IN REPORT(S)
% Not Ready Time

CLASS
DESCRIPTION
The percentage of time within the interval that this agents state was NotReady to the total
duration within the interval of the agents active session on a particular media channel.
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
192
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Not Ready Time and Active Time Summarized State measures.
INTERNAL METRIC ID
IA_NOT_READY_TIME_PCT
USED IN REPORT(S)

GI2 Measures
% Not Ready Time Rsn

CLASS
DESCRIPTION
Reason
The percentage of the time the agent spends in the NotReady state for a specific reason to
the total duration of the agents active session.
Voice
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
8.0
INTERNAL METRIC ID
I_A_NotReady_Time_PCT
USED IN REPORT(S)
None
% Occupancy
CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The percentage of time that this agents state was Busy within the interval to the total duration within the interval of the agents active session on a particular media channel. This
measure reflects the percentage of time that agents actually spent handling interactions
against their available or idle time.
This measure is computed as active time minus ready and not-ready time divided by the
difference of active and not-ready time.
Refer to the Active Time, Ready Time, and Not Ready Time Summarized State measures.
INTERNAL METRIC ID
IA_OCCUPANCY_PCT
USED IN REPORT(S)
% Ready Time
CLASS
DESCRIPTION
The percentage of time within the interval that this agents state was Ready to the total
duration within the interval of the agents active session on a particular media channel.
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Ready Time and Active Time Summarized State measures.
INTERNAL METRIC ID
IA_READY_TIME_PCT
USED IN REPORT(S)
193
GI2 Measures

CLASS
DESCRIPTION
Business Attribute\
BA Customer

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The percentage of customer interactions of this business attribute that entered or began
within the contact center and were abandoned or dropped for any reason within a specific threshold to the total number of customer interactions of this business attribute that
entered or began within the contact center and were abandoned while waiting for the
first handling resource.
Refer to the Short Abandoned Waiting and Entered Business Attribute measures.
INTERNAL METRIC ID
T_ABANDONED_SHORT_PCT
USED IN REPORT(S)
None

CLASS
DESCRIPTION


N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
194
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
The percentage of customer interactions of this business attribute that entered or

began within the contact center and were abandoned or dropped for any reason within
a specific threshold to the total number of customer interactions of this business attribute that entered or began within the contact center and were abandoned while waiting
for the first handling resource.
Refer to the Short Abandoned Waiting 80 and Entered Business Attribute measures.
INTERNAL METRIC ID
@T_ABANDONED_SHORT_PCT_80
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer

N/A
Queue Dimension: The percentage of customer interactions that entered this queue
and were abandoned within a specific threshold to the total number of customer interactions that entered this queue and were abandoned.
Queue Group Dimension: The percentage of customer interactions that entered
queues that belong to this queue group and were abandoned within a specific threshold
to the total number of customer interactions that entered queues that belong to this
queue group and were abandoned.
MEASURE TYPE
Disposition
DATA TYPE
Number
The count excludes interactions that were abandoned after distribution.

Notes:
This measure was previously named % Calls Short Abandoned.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Short Abandoned Waiting and Entered Queue measures.

INTERNAL METRIC ID
Q_ABANDONED_SHORT_PCT
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\Q Customer

N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The percentage of customer interactions that entered this queue
and were abandoned within a specific threshold to the total number of customer interactions that entered this queue and were abandoned.
queues that belong to this queue group and were abandoned within a specific threshold
to the total number of customer interactions that entered queues that belong to this
queue group and were abandoned.
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
AGGN FUNCTION
Db delegated
DISCONTINUED IN
9.0 (targeted)
Refer to the Short Abandoned Waiting 80 and Entered Queue measures.

INTERNAL METRIC ID
Q_ABANDONED_SHORT_PCT_80
USED IN REPORT(S)
None
195
GI2 Measures
CLASS
DESCRIPTION
Agent\Activity
All
Agent Dimension: The percentage of accepted customer interactions that were transferred (warm or blind) by this agent.
N/A
MEASURE TYPE
Disposition
Agent Group Dimension: The percentage of accepted customer interactions that were
transferred (warm or blind) by agents who belong to this agent group.
DATA TYPE
Number
Note: This measure was previously named % Calls Transferred.

Refer to the Transfer Initiated and Accepted Activity measures.

ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
INTERNAL METRIC ID
Db delegated
A_TRANSFER_INIT_AGENT_PCT
DISCONTINUED IN
N/A
USED IN REPORT(S)


CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
196
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The percentage of customer interactions of this business attribute that were transferred (warm or blind) by agents to the total number of customer interactions of this
business attribute that were accepted by agents.
Note: This measure was previously named % Calls Transferred Agent.
Refer to the Transfer Initiated Agent and Accepted Agent Business Attribute measures.
INTERNAL METRIC ID
T_TRANSFER_INIT_AGENT_PCT
USED IN REPORT(S)

GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
Queue Dimension: The percentage of customer interactions that entered this queue,
were distributed, were accepted, and subsequently were transferred (warm or blind) by
agents to the total number of interactions that entered this queue and were distributed
and accepted by agents.
queues that belong to this queue group, were distributed, were accepted, and subsequently were transferred (warm or blind) by agents to the total number of interactions that
entered queues that belong to this queue group and were distributed and accepted by
agents.
Note: This measure was previously named % Transfer Initiated Agent.
ALTERNATE?
AGGN FUNCTION
No
Db delegated
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
Refer to the Transfer Initiated Agent and Accepted Agent Queue measures.
INTERNAL METRIC ID
Q_TRANSFER_INIT_AGENT_PCT
USED IN REPORT(S)
% Transfer Received Accepted

CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Agent Dimension: The percentage of accepted customer interactions that were successfully transferred (warm or blind) to this agent.
Agent Group Dimension: The percentage of accepted customer interactions that were
successfully transferred (warm or blind) to agents who belong to this agent group.
Refer to the Transfer Received Accepted and Accepted Activity measures.

INTERNAL METRIC ID
A_XFER_RECEIVED_ACCEPTED_PCT
USED IN REPORT(S)

CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
The percentage of time within the interval that this agents state was unknown (that is, neither Ready nor NotReady) after login to the total duration within the interval of the agents
active session on a particular media channel. The situation in which an agents state is neither Ready nor NotReady can occur if the switch, for instance, does not force agents DNs
into the Ready state upon login.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Unknown State Time and Active Time Summarized State measures.
INTERNAL METRIC ID
IA_UNKNOWN_STATE_TIME_PCT
USED IN REPORT(S)
197
GI2 Measures
% Wrap In Time
CLASS
DESCRIPTION
Voice
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of time that this agent spent on customer interactions received within the
interval while the agent DNs were in ACW (Wrap) state to the DNs total ACW state duration within the interval.
Note: This measure was previously named % ACW InCall Time.
Refer to the Wrap In Time Interaction State measure and the Wrap Time Summarized
State measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_WRAP_IN_TIME_PCT
USED IN REPORT(S)
Agent Wrap Report
% Wrap Out Time

CLASS
DESCRIPTION
Voice
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
The percentage of time that this agent spent on customer interactions that the agent
dialed within the interval while the agents DNs were in ACW (Wrap) state to the DNs total
duration in the ACW summarized state within the interval.
Note: This measure was previously named % ACW OutCall Time.
Refer to the Wrap Out Time Interaction State measure and the Wrap Time Summarized
State measure.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_WRAP_OUT_TIME_PCT
USED IN REPORT(S)
Agent Wrap Report
% Wrap Time
CLASS
DESCRIPTION
Voice
The percentage of time that this agent spent in ACW (Wrap) state within the interval to the
total duration of the agents active session within the interval.
Note: This measure was previously named % ACW Time.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
198
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Wrap Time and Active Time Summarized State measures.
INTERNAL METRIC ID
IA_WRAP_TIME_PCT
USED IN REPORT(S)

Agent Wrap Report
GI2 Measures
Abandoned Inviting
CLASS
DESCRIPTION
Agent\Activity
Agent Dimension: The total number of times that customer interactions were
abandoned or dropped for any reason while the interactions were alerting or ringing at
this agent.
Base
MEASURE TYPE
Disposition
Agent Group Dimension: The total number of times that customer interactions were
abandoned or dropped for any reason while the interactions were alerting or ringing at
agents who belong to this agent group.
DATA TYPE
Number
Agent and Queue Dimensions: The total number of times that customer interactions
that were distributed or pulled from this queue, were abandoned or dropped for any reason while the interactions were alerting at this agent.
Note: This measure was previously named Calls Abandoned Ringing.
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
AG2_AGENT_[*].ABANDONED_INVITE
AG2_AGENT_GRP_[*].ABANDONED_INVITE
AG2_AGENT_QUEUE_[*].ABANDONED_INVITE
INTERNAL METRIC ID
N/A
A_ABANDONED_INVITING
USED IN REPORT(S)
Abandoned Inviting
CLASS
DESCRIPTION

The total number of customer interactions of this business attribute that were
abandoned or dropped for any reason while they were alerting or ringing at the first
handling resource. This count includes short-abandoned interactions.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ABANDONED_INVITE
INTERNAL METRIC ID
T_ABANDONED_INVITING
USED IN REPORT(S)
None
199
GI2 Measures
Abandoned Inviting
CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions that were
distributed or pulled from this queue were abandoned or dropped for any reason while
the interactions were alerting or ringing at an agent.
Queue Group Dimension: The total number of times that customer interactions that
were distributed or pulled from queues that belong to this queue group were abandoned
or dropped for any reason while the interactions were alerting or ringing at an agent.
Note: This measure was previously named Calls Abandoned Ringing.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ABANDONED_INVITE
AG2_QUEUE_GRP_[*].ABANDONED_INVITE
INTERNAL METRIC ID
Q_ABANDONED_INVITE
USED IN REPORT(S)
Abandoned Inviting
CLASS
DESCRIPTION
Queue\Q Customer & Consults
The sum of customer and consult Abandoned Inviting measures.

N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
Refer to the Abandoned Inviting and Consult Abandoned Inviting Queue measures.
INTERNAL METRIC ID
Q_ABANDONED_INVITE_CC
USED IN REPORT(S)
Abandoned Waiting
CLASS
DESCRIPTION


Logical
abandoned or stopped for any reason while the interactions were waiting for the first
handling resource. The count includes customer interactions that were abandoned
while they were ringing at the agents desktop or alerting at the handling resource as
well as short-abandoned interactions.
Note: This measure was previously named Calls Abandoned.
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
200
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ABANDONED
INTERNAL METRIC ID
T_ABANDONED
USED IN REPORT(S)

GI2 Measures
Abandoned Waiting
CLASS
DESCRIPTION
Outbound Contact\Contact
Attempt
The total number of times attributed to the reporting interval that contact attempts from
this campaign returned an abandoned call result (CALL_RESULT_CODE='ABANDONED').
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].ABANDONED
INTERNAL METRIC ID
CA_ABANDONED
USED IN REPORT(S)
Abandoned Waiting
CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions entered this
queue and were abandoned or dropped for any reason before the interactions could be
distributed.
Queue Group Dimension: The total number of times that customer interactions
entered queues that belong to this queue group and were abandoned or dropped for
any reason before the interactions could be distributed.
The count includes short-abandoned interactions and excludes interactions that were
abandoned after distribution, such as abandoned-while-inviting interactions.
Note: This measure was previously named Calls Abandoned.
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ABANDONED
AG2_QUEUE_GRP_[*].ABANDONED
INTERNAL METRIC ID
Q_ABANDONED
USED IN REPORT(S)

201
GI2 Measures
Abandoned Waiting
CLASS
DESCRIPTION
The sum of customer and consult Abandoned Waiting measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Abandoned Waiting and Consult Abandoned Waiting Queue measures.
INTERNAL METRIC ID
Q_ABANDONED_CC
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that interactions entered this queue and were subsequently
abandoned prior to the first abandon threshold. If the first abandon threshold is not
configured, this measure uses no limit as the upper boundary of the abandon interval.
Notes:
This measure was previously named Calls Abandoned STI 1.
Abandon thresholds are defined within one of the following sections:
[agg-gim-thld-QUEUE-ABN] section for RAA 8.1.1+
[agg-time-range-ABN] section for RAA 8.1.0DATABASE TABLE.COLUMN
AG2_QUEUE_ABN_[*].ABANDONED_STI_1
INTERNAL METRIC ID
Q_ABANDONED_STI_1
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
202
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the first and second abandon
thresholds. If the second abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the first abandon threshold is
not configured, this measure returns 0.
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_2
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the second and third abandon
thresholds. If the third abandon threshold is not configured, this measure uses no limit
as the upper boundary of the abandon interval. If the second abandon threshold is not
configured, this measure returns 0.
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_3
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the third and fourth abandon
thresholds. If the fourth abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the third abandon threshold is
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_4
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the fourth and fifth abandon
thresholds. If the fifth abandon threshold is not configured, this measure uses no limit
as the upper boundary of the abandon interval. If the fourth abandon threshold is not
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_5
USED IN REPORT(S)
203
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the fifth and sixth abandon thresholds. If the sixth abandon threshold is not configured, this measure uses no limit as the
upper boundary of the abandon interval. If the fifth abandon threshold is not configured, this measure returns 0.
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_6
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the sixth and seventh abandon
thresholds. If the seventh abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the sixth abandon threshold is
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_7
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
204
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the seventh and eighth abandon
thresholds. If the seventh abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the eighth abandon threshold is
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_8
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the eighth and ninth abandon
thresholds. If the ninth abandon threshold is not configured, this measure uses no limit
as the upper boundary of the abandon interval. If the eighth abandon threshold is not
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_9
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the ninth and tenth abandon
thresholds. If the tenth abandon threshold is not configured, this measure uses no limit
as the upper boundary of the abandon interval. If the ninth abandon threshold is not
Notes:
INTERNAL METRIC ID
Q_ABANDONED_STI_10
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the tenth and eleventh abandon
thresholds. If the eleventh abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the tenth abandon threshold is
Note: Abandon thresholds are defined within one of the following sections:
INTERNAL METRIC ID
Q_ABANDONED_STI_11
USED IN REPORT(S)
205
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the eleventh and twelfth abandon
thresholds. If the twelfth abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the eleventh abandon threshold
is not configured, this measure returns 0.
INTERNAL METRIC ID
Q_ABANDONED_STI_12
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the twelfth and thirteenth abandon
thresholds. If the thirteenth abandon threshold is not configured, this measure uses no
limit as the upper boundary of the abandon interval. If the twelfth abandon threshold is
INTERNAL METRIC ID
Q_ABANDONED_STI_13
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
206
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the thirteenth and fourteenth abandon thresholds. If the fourteenth abandon threshold is not configured, this measure
uses no limit as the upper boundary of the abandon interval. If the thirteenth abandon
threshold is not configured, this measure returns 0.
INTERNAL METRIC ID
Q_ABANDONED_STI_14
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the fourteenth and fifteenth abandon thresholds. If the fifteenth abandon threshold is not configured, this measure uses
no limit as the upper boundary of the abandon interval. If the fourteenth abandon
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STI_15

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the fifteenth and sixteenth abandon thresholds. If the sixteenth abandon threshold is not configured, this measure
uses no limit as the upper boundary of the abandon interval. If the fifteenth abandon
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STI_16

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the sixteenth and seventeenth
abandon thresholds. If the seventeenth abandon threshold is not configured, this
measure uses no limit as the upper boundary of the abandon interval. If the sixteenth
abandon threshold is not configured, this measure returns 0.
INTERNAL METRIC ID
Q_ABANDONED_STI_17
USED IN REPORT(S)
207
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.0.0
N/A
abandoned within the time interval that is bound by the seventeenth and eighteenth
abandon thresholds. If the eighteenth abandon threshold is not configured, this measure uses no limit as the upper boundary of the abandon interval. If the seventeenth
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STI_18

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned within the time interval that is bound by the eighteenth and nineteenth
abandon thresholds. If the nineteenth abandon threshold is not configured, this measure uses no limit as the upper boundary of the abandon interval. If the eighteenth
INTERNAL METRIC ID
Q_ABANDONED_STI_19
USED IN REPORT(S)

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
208
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
abandoned beyond the nineteenth abandon threshold. If the nineteenth abandon
INTERNAL METRIC ID
Q_ABANDONED_STI_20
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION


Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
The total amount of time, in seconds, associated with customer interactions of this business attribute that were abandoned or dropped for any reason. This time includes the
duration of customer interactions that were abandoned within the short-abandoned
threshold.
Note: This measure was previously named Time to Abandon.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ABANDONED_TIME
INTERNAL METRIC ID
T_ABANDONED_TIME
USED IN REPORT(S)
None

CLASS
DESCRIPTION
The sum of customer and consult Abandoned Waiting Time measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
DATA TYPE
Number
AGGN FUNCTION
Refer to the Abandoned Waiting Time and Consult Abandoned Waiting Time Queue
measures.
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
INTERNAL METRIC ID
Q_ABANDONED_TIME_CC
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that customer interactions
waited in this queue before they were abandoned or dropped for any reason and before
the interactions could be distributed.
Queue Group Dimension: The total amount of time, in seconds, that customer interactions waited in queues that belong to this queue group before they were abandoned or
dropped for any reason and before the interactions could be distributed.
The duration starts the moment at which the interaction entered this queue and ends the
moment at which the interaction was abandoned or stopped. The measurement includes
short-abandoned interactions and excludes interactions that were abandoned after distribution.
Note: This measure was previously named Time to Abandon.
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ABANDONED_TIME
AG2_QUEUE_GRP_[*].ABANDONED_TIME
INTERNAL METRIC ID
Q_ABANDONED_TIME
USED IN REPORT(S)
None
209
GI2 Measures
Accept Time
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
The total amount of time, in seconds, that customer interactions of this business attribute were queued and/or alerting or ringing before the interactions were accepted,
answered, pulled, or initiated by the first-handling resource. Duration starts when the
interaction enters or begins within the contact center and ends when the interaction is
accepted, answered, pulled, or initiated by the handling resource. This measure
includes alert (ring) time.
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.0
N/A
AG2_ID_[*].ACCEPT_TIME
INTERNAL METRIC ID
T_ACCEPT_TIME
USED IN REPORT(S)
None
Accept Time
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
waited in this queue before they were accepted, answered, or pulled by handling
resources.
Queue Group Dimension: The total amount of time, in seconds, that customer interactions waited in a queue that belong to this queue group before they were accepted,
answered, or pulled by handling resources.
The duration starts when interactions enter the queue and ends when the interactions are
accepted by the target resourcethereby, including alert (ring) time.
Note: This measure was previously named Wait Time to Answer.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ACCEPTED_TIME
AG2_QUEUE_GRP_[*].ACCEPTED_TIME
INTERNAL METRIC ID
Q_ACCEPTED_TIME
USED IN REPORT(S)
None
Accept Time
CLASS
DESCRIPTION
The sum of customer and consult Accept Time measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
210
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Accept Time and Consult Accept Time Queue measures.
INTERNAL METRIC ID
Q_ACCEPTED_TIME_CC
USED IN REPORT(S)
None
GI2 Measures
Accept Time Agent

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
The total amount of time, in seconds, that customer interactions of this business attribute were queued and/or alerting or ringing at agent resources before the interactions
were accepted, answered, pulled, or initiated by the first-handling agent. Duration
starts when an interaction enters or begins within the contact center and ends when
the interaction is accepted, answered, pulled, or initiated by an agentthereby, including alert time or ring time.
Note: This measure was previously named Time to Answer.
AG2_ID_[*].ACCEPTED_AGENT_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_ACCEPTED_AGENT_TIME
None
Accept Time Agent

CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
waited in this queue before they were accepted, answered, or pulled by agents.
Queue Group Dimension: The total amount of time, in seconds, that customer interactions waited in queues that belong to this queue group before they were accepted,
answered, or pulled by agents.
Duration starts when the interaction enters the queue and ends when the interaction is
accepted, answered, or pulled by an agentthereby, including alert (ring) time.
Note: This measure was previously named Wait Time to Answer.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ACCEPTED_AGENT_TIME
AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_TIME
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_TIME
USED IN REPORT(S)
None
Accept Time Agent

CLASS
DESCRIPTION
The sum of customer and consult Accept Time Agent measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Accept Time Agent and Consult Accept Time Agent Queue measures.
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_TIME_CC
USED IN REPORT(S)
None
211
GI2 Measures
Accepted
CLASS
DESCRIPTION
Agent\Activity
All
Base
Agent Dimension: The total number of times that customer interactions or warm consultations were accepted, answered, pulled, or initiated by this agent.
Agent Group Dimension: The total number of times that customer interactions or
warm consultations were accepted, answered, pulled, or initiated by agents who belong
to this agent group.
MEASURE TYPE
Disposition
DATA TYPE
Number
or warm consultations that were distributed from this queue were accepted, answered,
pulled, or initiated by this agent.
Notes:
This measure was previously named Calls Inbound.
For voice media, this measure is identical to Activity\Responses.
AG2_AGENT_[*].ACCEPTED
AG2_AGENT_GRP_[*].ACCEPTED
AG2_AGENT_QUEUE_[*].ACCEPTED
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
INTERNAL METRIC ID
A_ACCEPTED
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Accepted
CLASS
DESCRIPTION
Outbound Contact\Agent Contact

The total number of times that this agent accepted, answered, pulled, or initiated
customer interactions that were associated with this campaign.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
212
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].ACCEPTED
INTERNAL METRIC ID
A_CA_ACCEPTED
USED IN REPORT(S)
None
GI2 Measures
Accepted
CLASS
DESCRIPTION

All
The total number of customer interactions of this business attribute that were accepted,
answered, pulled, or initiated by a handling resource.
Note: This measure was previously named Calls Answered.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
AG2_ID_[*].ACCEPTED
INTERNAL METRIC ID
T_ACCEPTED
DISCONTINUED IN
N/A
USED IN REPORT(S)

Accepted
CLASS
DESCRIPTION
Attempt
The total number of times attributed to the interval that contact attempts from this
campaign returned an answered call result (CALL_RESULT_CODE='ANSWERED').
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].ANSWERS
INTERNAL METRIC ID
CA_ANSWERS
USED IN REPORT(S)
Accepted
CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The total number of customer interactions and warm consultations that were accepted,
answered, pulled, or initiated by this agent within the interval or accepted, answered,
pulled, or initiated in a prior interval but ensued in this interval.
Notes:
Prior to release 7.6.2, this measure referenced the TOTAL_INTERACTION_COUNT column of
the AG2_INB_V_I_IXN_AGENT_[*] Info Mart tables and views.
This measure was previously named Calls Answered.
AG2_I_AGENT_[*].ACCEPTED
INTERNAL METRIC ID
IA_ACCEPTED
USED IN REPORT(S)
213
GI2 Measures
Accepted
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions and warm
consultations that were distributed from this queue, were accepted, answered, or pulled
by an agent, voice-treatment port, IVR port, or nonagent-associated DN (such as contact center resources that can alert).
Queue Group Dimension: The total number of times that customer interactions and
warm consultations that were distributed from queues that belong to this queue group,
were accepted, answered, or pulled by an agent, voice-treatment port, IVR port, or
nonagent-associated DN.
Note: This measure was previously named Calls Answered.
AG2_QUEUE_[*].ACCEPTED
AG2_QUEUE_GRP_[*].ACCEPTED
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
INTERNAL METRIC ID
Q_ACCEPTED
DISCONTINUED IN
N/A
USED IN REPORT(S)

Accepted
CLASS
DESCRIPTION
The sum of customer and consult Accepted measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.1.0
N/A
Refer to the Accepted and Consult Accepted Queue measures.

INTERNAL METRIC ID
Q_ACCEPTED_CC
USED IN REPORT(S)
Accepted Agent
CLASS
DESCRIPTION

All
accepted, answered, pulled, or initiated by an agent.
Note: This measure was previously named Calls Answered Agent.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
214
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ACCEPTED_AGENT
INTERNAL METRIC ID
T_ACCEPTED_AGENT
USED IN REPORT(S)
None
GI2 Measures
Accepted Agent
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions or warm consultations that were distributed from this queue, were accepted, answered, or pulled by
an agent.
Queue Group Dimension: The total number of times that customer interactions or
warm consultations that were distributed from queues that belong to this queue group,
were accepted, answered, or pulled by an agent.
Note: This measure was previously named Calls Answered Agent.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ACCEPTED_AGENT
AG2_QUEUE_GRP_[*].ACCEPTED_AGENT
INTERNAL METRIC ID
Q_ACCEPTED_AGENT
USED IN REPORT(S)
Accepted Agent
CLASS
DESCRIPTION
The sum of customer and consult Accepted Agent measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Accepted Agent and Consult Received Accepted Queue measures.
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_CC
USED IN REPORT(S)
215
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions or established
warm consultations that were distributed from this queue were accepted, answered, or
pulled by an agent within the acceptance threshold.
established warm consultations that were distributed from queues that belong to this
queue group were accepted, answered, or pulled by an agent within the acceptance
threshold.
Note: This measure relies on the value of the accepted-by-agent threshold as configured:
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ACCEPTED_AGENT_THR
AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_THR
USED IN REPORT(S)
None

CLASS
DESCRIPTION
The sum of customer and consult Accepted Agent in Threshold measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
216
DATA TYPE
Number
AGGN FUNCTION
Refer to the Accepted Agent in Threshold and Consult Accepted Agent in Threshold
Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_THR_CC
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions or established warm consultations that were distributed from this queue were accepted,
answered, or pulled by an agent within the acceptance threshold.
queue group were accepted, answered, or pulled by an agent within the acceptance
threshold.
accepted-by-agent threshold as configured in the [gim-etl*] section.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].ACCEPTED_AGENT_THR_80
AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR_80
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ACCEPTED_AGENT_THR_80
None

CLASS
DESCRIPTION
The sum of customer and consult Accepted Agent in Threshold measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Refer to the Accepted Agent in Threshold 80 and Consult Accepted Agent in

Threshold 80 Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_THR_CC_80
USED IN REPORT(S)
None
217
GI2 Measures
Accepted Agent ST1

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent prior to the first service time service time interval threshold. If the first service time threshold is not defined, this measure
uses no limit as the upper boundary of the service time interval.
Notes:
This measure was previously named Calls Answered STI 1
Speed-of-accept thresholds are defined within one of the following sections:
[agg-gim-thld-QUEUE-ACC] section for RAA 8.1.1+
[agg-time-range-ACC] section for RAA 8.1.0 This measure previously excluded collaborations and simple consultations.
AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_1
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_STI_1
USED IN REPORT(S)

Accepted Agent ST2

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
218
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent within the service time interval
that is bound by the first and second service time thresholds. If the second service time
threshold is not defined, this measure uses no limit as the upper boundary of the service
time interval. If the first service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

GI2 Measures
Accepted Agent ST3

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
7.6.0
N/A
that is bound by the second and third service time thresholds. If the third service time
time interval. If the second service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST4

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the third and fourth service time thresholds. If the fourth service time
time interval. If the third service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

219
GI2 Measures
Accepted Agent ST5

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the fourth and fifth service time thresholds. If the fifth service time threshold is not defined, this measure uses no limit as the upper boundary of the service time
interval. If the fourth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST6

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
220
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the fifth and sixth service time thresholds. If the sixth service time threshold is not defined, this measure uses no limit as the upper boundary of the service time
interval. If the fifth service time threshold is not defined, this measure returns 0.
Notes:
This measure was previously named Calls Answered STI 6.
INTERNAL METRIC ID
USED IN REPORT(S)

GI2 Measures
Accepted Agent ST7

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the sixth and seventh service time thresholds. If the seventh service time
time interval. If the sixth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST8

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the seventh and eighth service time thresholds. If the eighth service time
time interval. If the seventh service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

221
GI2 Measures
Accepted Agent ST9

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the eighth and ninth service time thresholds. If the ninth service time
time interval. If the eighth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST10

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
222
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the ninth and tenth service time thresholds. If the ninth service time
time interval. If the eighth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

GI2 Measures
Accepted Agent ST11

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the tenth and eleventh service time thresholds. If the eleventh service
time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval. If the tenth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST12

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the eleventh and twelfth service time thresholds. If the twelfth service
time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval. If the eleventh service time threshold is not defined, this measure
returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

223
GI2 Measures
Accepted Agent ST13

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent within the service time interval that
is bound by the twelfth and thirteenth service time thresholds. If the thirteenth service time
time interval. If the twelfth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST14

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
224
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the thirteenth and fourteenth service time thresholds. If the fourteenth
service time threshold is not defined, this measure uses no limit as the upper boundary of
the service time interval. If the thirteenth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

GI2 Measures
Accepted Agent ST15

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the fourteenth and fifteenth service time thresholds. If the fifteenth service
time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval. If the fourteenth service time threshold is not defined, this measure
returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST16

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the fifteenth and sixteenth service time thresholds. If the sixteenth service
time threshold is not defined, this measure uses no limit as the upper boundary of the service time interval. If the fifteenth service time threshold is not defined, this measure
returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

225
GI2 Measures
Accepted Agent ST17

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the sixteenth and seventeenth service time thresholds. If the seventeenth
the service time interval. If the sixteenth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST18

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
226
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the seventeenth and eighteenth service time thresholds. If the eighteenth
the service time interval. If the seventeenth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

GI2 Measures
Accepted Agent ST19

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
that is bound by the eighteenth and nineteenth service time thresholds. If the nineteenth
the service time interval. If the eighteenth service time threshold is not defined, this measure returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

Accepted Agent ST20

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that interactions entered this queue and were subsequently distributed and accepted, answered, or pulled by an agent beyond the nineteenth service
time interval. If the nineteenth service time threshold is not defined, this measure
returns 0.
Notes:
INTERNAL METRIC ID
USED IN REPORT(S)

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
The total number of times that customer interactions or established warm consultations
of this business attribute that were accepted, answered, pulled, or initiated by a handling resource within the acceptance threshold.
Note: This measure relies on the value of the acceptance threshold as configured in
the [agg-gim-thld-ID-IXN] section.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ACCEPTED_THR
INTERNAL METRIC ID
@T_ACCEPTED_THR
USED IN REPORT(S)
None
227
GI2 Measures
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
pulled by a handling resource within the acceptance threshold.
queue group were accepted, answered, or pulled by a handling resource within the
acceptance threshold.
Notes:
This measure was previously named Calls Answered in Threshold.
AG2_QUEUE_[*].ACCEPTED_THR
AG2_QUEUE_GRP_[*].ACCEPTED_THR
INTERNAL METRIC ID
Q_ACCEPTED_THR
USED IN REPORT(S)
None
CLASS
DESCRIPTION
The sum of customer and consult Accepted-in-Threshold measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
228
DATA TYPE
Number
AGGN FUNCTION
Refer to the Accepted in Threshold and Consult Accepted in Threshold Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ACCEPTED_THR_CC
USED IN REPORT(S)
None
GI2 Measures
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
pulled by a handling resource within the acceptance threshold.
queue group were accepted, answered, or pulled by a handling resource within the
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].ACCEPTED_THR_80
AG2_QUEUE_GRP_[*].ACCEPTED_THR_80
INTERNAL METRIC ID
Q_ACCEPTED_THR_80
USED IN REPORT(S)
None
CLASS
DESCRIPTION
The sum of customer and consult Accepted-in-Threshold measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Refer to the Accepted in Threshold 80 and Consult Accepted in Threshold 80 Queue

measures.
Sum
DISCONTINUED IN
8.1.1
N/A
INTERNAL METRIC ID
Q_ACCEPTED_THR_CC_80
USED IN REPORT(S)
None
Accepted Others
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
accepted, answered, pulled, or initiated by a resource other than an agent, place DN,
or extension DN. This measure is calculated as the difference between the total number of interactions of this business attribute that were accepted, answered, or pulled
and the total number of interactions of this business attribute that were accepted,
answered, or pulled by an agent resource.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Accepted and Accepted Agent Business Attribute measures.

INTERNAL METRIC ID
T_ACCEPTED_OTHER
USED IN REPORT(S)
None
229
GI2 Measures
Accepted Others
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
Queue Dimension: The total number of interactions that entered this queue and were
subsequently distributed and accepted, answered, or pulled by a resource other than an
agent, place DN, or extension DN.
Queue Group Dimension: The total number of interactions that entered queues that
belong to this queue group and were subsequently distributed and accepted, answered,
or pulled by a resource other than an agent, place DN, or extension DN.
MEASURE TYPE
Disposition
DATA TYPE
Number
This measure is calculated as the difference between the total number of interactions that
were accepted, answered, or pulled and the total number of interactions that were
accepted, answered, or pulled by an agent resource.
Note: This measure was previously named Calls Answered Others and excluded collaborations and simple consultations.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Accepted and Accepted Agent Queue measures.

INTERNAL METRIC ID
Q_ACCEPTED_OTHER
USED IN REPORT(S)
Accepted Others
CLASS
DESCRIPTION
The sum of customer and consult Accepted Other measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
230
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Accepted Others and Consult Accepted Others Queue measures.
INTERNAL METRIC ID
Q_ACCEPTED_OTHER_CC
USED IN REPORT(S)
GI2 Measures
Accepted Thread
CLASS
DESCRIPTION
Agent\Activity
Async
Thread
Agent Dimension: The total number of customer-interaction threads that were

accepted, pulled, or initiated for the first time by this agent.
Agent Group Dimension: The total number of customer-interaction threads that were
accepted, pulled, or initiated for the first time by agents who belong to this agent group.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The total number of customer-interaction threads that
were accepted, pulled, or initiated from this queue for the first time by this agent.
This measure includes an agent's first participation in outbound replies to inbound interactions and yields the same values as Accepted Unique for media other than e-mail.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].ACCEPTED_THREAD
AG2_AGENT_GRP_[*].ACCEPTED_THREAD
AG2_AGENT_QUEUE_[*].ACCEPTED_THREAD
INTERNAL METRIC ID
A_ACCEPTED_THREAD
USED IN REPORT(S)
Accepted Thread
CLASS
DESCRIPTION

Async
The total number of customer-interaction threads that were accepted, initiated, or

pulled by handling resources. This measure includes a handling resources first participation in outbound replies to inbound interactions.
Thread
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ACCEPTED_THREAD
INTERNAL METRIC ID
T_ACCEPTED_THREAD
USED IN REPORT(S)
None
231
GI2 Measures
Accepted Unique
CLASS
DESCRIPTION
Agent\Activity
All
Logical
Agent Dimension: The total number of logical interactions that were accepted, initiated, or pulled by this agent.
Agent Group Dimension: The total number of logical interactions that were accepted,
initiated, or pulled by agents who belong to this agent group.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The total number of logical interactions that were
accepted, initiated, or pulled from this queue by this agent.
This measure includes an agent's first participation in outbound replies to inbound interactions.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].ACCEPTED_UNIQUE
AG2_AGENT_GRP_[*].ACCEPTED_UNIQUE
AG2_AGENT_QUEUE_[*].ACCEPTED_UNIQUE
INTERNAL METRIC ID
A_ACCEPTED_UNIQUE
USED IN REPORT(S)
Actionability
CLASS
DESCRIPTION
Agent\Activity
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total score, assigned to interactions that were handled by
this agent, that measures the degree to which interactions required agent attention.
Agent Group Dimension: The total score, assigned to interactions that were handled by agents who belong to this agent group, that measures the degree to which
interactions required agent attention.
Agent and Queue Dimension: The total score, assigned to interactions that were
handled by this agent and distributed from this queue, that measures the degree to
which interactions required agent attention.
Refer to Configuring Social Media User Data in the Genesys Interactive Insights
Users Guide for information on how to activate this hidden measure.
ALTERNATE?
No
INTRODUCED IN
8.1.1
232
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].ACTIONABILITY
AG2_AGENT_GRP_[*].ACTIONABILITY
AG2_AGENT_QUEUE_[*].ACTIONABILITY
INTERNAL METRIC ID
@A_ACTIONABILITY
USED IN REPORT(S)
None
GI2 Measures
Actionability Score
CLASS
DESCRIPTION

All
The total score, assigned to interactions of this business attribute, that measures the
degree to which interactions required agent attention. Refer to Configuring Social
Media User Data in the Genesys Interactive Insights Users Guide for information on
how to activate this hidden measure.
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.1.1
N/A
AG2_ID_[*].ACTIONABILITY
INTERNAL METRIC ID
USED IN REPORT(S)
@T_ACTIONABILITY
None
Active Time
CLASS
DESCRIPTION
Detail\..\Session
All
N/A
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The total amount of time, in seconds, between the beginning and end of this agents login
session(s) on a particular media channel, irrespective of the intervals in which the resource
session occurs. If an agent logs into multiple DNs, login duration is measured from the
moment at which the agent logs in to the first DN to the moment at which the agent is no
longer logged in to any DN. If the agents session was still active when the data was compiled, the agents session duration appears as null in the reports.
Notes:
This measure was previously named Login Time Detail.
If the agent is not forcibly logged out when the calendar dates ends, login duration is split
over both days.
SM_RES_SESSION_FACT_GI2.TOTAL_DURATION
INTERNAL METRIC ID
SESS_ACTIVE_TIME
USED IN REPORT(S)

233
GI2 Measures
Active Time
CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
DATA TYPE
Interval
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Db delegated
DISCONTINUED IN
7.6.0
N/A
The total amount of time, in seconds, attributable to the interval between the beginning
and end of this agents login session(s) on a particular media channel. In the scenario in
which an agent logs into multiple switches, DNs, and/or queues, this measure starts the
moment at which the agent logs in to the first switch/DN/queue (if this login falls within the
interval) and ends at the moment at which the agent is no longer logged in to any switch/
DN/queue (if logout falls within the interval).
Notes:
The measure was previously named Login Time and Login Time Rsn.
If the agent is not forcibly logged out when the calendar day ends, login duration is split
over both days.
AG2_I_SESS_STATE_[*].ACTIVE_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
IA_ACTIVE_TIME

Agent Wrap Report
Agent - Queue A Group Combination

CLASS
DESCRIPTION
Agent\Activity
This hidden measure is reserved for internal use to employ a key for a particular
agent-group combination from the AG2_AGENT_QUEUE aggregate table(s) only.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_AGENT_QUEUE_[*].AGENT_GROUP_COMBINATION_KEY
INTERNAL METRIC ID
USED IN REPORT(S)
AQ_AGENT_GROUP_COMBINATION
None
Agent - Queue Q Group Combination

CLASS
DESCRIPTION
Agent\Activity
queue-group combination from the AG2_AGENT_QUEUE aggregate table(s) only.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
234
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_AGENT_QUEUE_[*].QUEUE_GROUP_COMBINATION_KEY
INTERNAL METRIC ID
AQ_QUEUE_GROUP_COMBINATION
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
Chat, Open (sync), Voice

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times during the reporting interval that this
agent released customer interactions before the other party did.
Agent Group Dimension: The total number of times during the reporting interval that
agents from this agent group released customer interactions before the other party did.
Agent and Queue Dimensions: The total number of times during the reporting interval
that this agent released customer interactions, distributed from this queue, before the
other party did.
The tally is incremented only when the system (such as the switch) provides such information.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].AGENT_DISCONNECT_FIRST
AG2_AGENT_GRP_[*].AGENT_DISCONNECT_FIRST
AG2_AGENT_QUEUE_[*].AGENT_DISCONNECT_FIRST
INTERNAL METRIC ID
A_AGENT_DISCONNECT_FIRST
USED IN REPORT(S)
All SIT
CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The sum of all contact-attempt special information tone (SIT) measures for which the call
result was one of the following:
SIT_INVALID_NUMBER
SIT_NC
SIT_IC
SIT_RO
SIT_VC
SIT_DETECTED
SIT_UNKNOWN_CALL_STATE
Note: The determination of SIT values depends on the underlying signaling lines, capabilities of the CPD Server, and the dialer, which maps SIT classifications to Genesys enumeration. Refer to the Genesys Outbound Contact documentation set for more information.
Refer to the SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT
Vacant, SIT Detected. and SIT Unknown Contact Attempt measures.
INTERNAL METRIC ID
CA_SIT_TOTAL
USED IN REPORT(S)
235
GI2 Measures
Answering Machine Detected

CLASS
DESCRIPTION
Outbound Contact\Contact Attempt

Voice
The total number of times attributed to the reporting interval that the system
detected an answering machine for contact attempts from this campaign
(CALL_RESULT_CODE= 'ANSWERING_MACHINE_DETECTED').
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.1
N/A
AG2_CAMPAIGN_[*].ANSW_MACHINE
INTERNAL METRIC ID
USED IN REPORT(S)
CA_ANSW_MACHINE
ASA
CLASS
DESCRIPTION

All
The average amount of time, in seconds, it took agents to accept, answer, or pull
customer interactions assigned this business attribute.
Note: This measure is identical to BA Customer\Avg Accept Time Agent.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
Refer to the Avg Accept Time Agent Business Attribute measure.

INTERNAL METRIC ID
T_ASA
DISCONTINUED IN
N/A
USED IN REPORT(S)

ASA
CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The average amount of time, in seconds, that customers waited
before their interactionsdistributed from this queuewere accepted by a handling
resource.
Queue Group Dimension: The average amount of time, in seconds, that customers
waited before their interactionsdistributed from queues that belong to the queue
groupwere accepted by a handling resource.
Note: This measure is identical to Queue\Avg Accept Time.
ALTERNATE?
No
INTRODUCED IN
7.6.0
236
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Avg Accept Time Queue measure.

INTERNAL METRIC ID
Q_ASA
USED IN REPORT(S)
None
GI2 Measures
Attempts
CLASS
DESCRIPTION
Attempt
The total number of contact attempts that the Outbound Contact Server processed
for this campaign regardless of the disposition of each attempt or how the attempt
was initiated.
Voice
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
AG2_CAMPAIGN_[*].ATTEMPTS
INTERNAL METRIC ID
CA_ATTEMPTS
DISCONTINUED IN
8.0.1
USED IN REPORT(S)

N/A

CLASS
DESCRIPTION


N/A
The average amount of time, in seconds, that interactions of this business attribute
waited within the contact center before customers abandoned the interactions or before
they were dropped for any reason. This average includes interactions that were abandoned or dropped within the short-abandoned threshold and excludes interactions that
were abandoned or dropped while they were alerting (ringing) at an agents desktop.
Note: This measure was previously named Avg Time to Abandon.
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Abandoned Waiting Time and Abandoned Waiting Business Attribute measures.
INTERNAL METRIC ID
T_ABANDONED_TIME_AVG
USED IN REPORT(S)

237
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer
Queue Dimension: The average amount of time, in seconds, that customer interactions
spent at this queue before they were abandoned or dropped for any reason.
N/A
MEASURE TYPE
Disposition
Queue Group Dimension: The average amount of time, in seconds, that customer
interactions spent at queues that belong to this queue group before they were abandoned or dropped for any reason.
DATA TYPE
Number
This average includes the duration and count of short-abandoned interactions.

ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
Refer to the Abandoned Waiting Time and Abandoned Waiting Queue measures.
INTERNAL METRIC ID
N/A
Q_ABANDONED_TIME_AVG
USED IN REPORT(S)

Avg Accept Time

CLASS
DESCRIPTION

All
The average amount of time, in seconds, that customer interactions of this business
attribute were queued and/or alerting or ringing before the interactions were accepted
by the first-handling resource.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
238
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Accept Time and Accepted Business Attribute measures.

INTERNAL METRIC ID
T_ACCEPTED_TIME_AVG
USED IN REPORT(S)
None
GI2 Measures
Avg Accept Time

CLASS
DESCRIPTION
Queue\Q Customer
All
Queue Dimension: The average amount of time, in seconds, that customers waited
before their interactionsdistributed from this queuewere accepted by a handling
resource.
N/A
MEASURE TYPE
Disposition
Queue Group Dimension: The average amount of time, in seconds, that customers
waited before their interactionsdistributed from queues that belong to the queue
groupwere accepted by a handling resource.
DATA TYPE
Number
Note: This measure is identical to Queue\ASA.

ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
Refer to the Accept Time and Accepted Queue measures.

INTERNAL METRIC ID
N/A
Q_ACCEPTED_TIME_AVG
USED IN REPORT(S)


CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
DATA TYPE
Disposition
The average amount of time, in seconds, it took agents to accept customer interactions
of this business attribute.
This measure is identical to BA Customer\ASA.
Note: This measure was previously named Avg Accept Agent Time.
Number
ALTERNATE?
AGGN FUNCTION
No
Db delegated
INTRODUCED IN
DISCONTINUED IN
8.0.0
N/A
Refer to the Accept Time Agent and Accepted Agent Business Attribute measures.
INTERNAL METRIC ID
T_ACCEPT_TIME_AGENT_AVG
USED IN REPORT(S)

CLASS
DESCRIPTION
Queue\Q Customer
The average amount of time, in seconds, that customer interactions waited in this queue or
queue group before they were accepted by agents. This duration includes alert (ring) time.
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Accept Time Agent and Accepted Agent Queue measures.
INTERNAL METRIC ID
Q_ACCEPTED_AGENT_TIME_AVG
USED IN REPORT(S)
None
239
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
The description of this measure is dependent on the universe element by which this measure
is dimensioned and filtered in the report query:
All
N/A
MEASURE TYPE
Disposition
Agent Dimension: The average score, assigned to interactions that were handled by this
agent, measuring the degree to which interactions required agent attention.
Agent Group Dimension: The average score, assigned to interactions that were handled
by agents belonging to this agent group, measuring the degree to which interactions
required agent attention.
DATA TYPE
Number
Agent and Queue Dimensions: The average score, assigned to interactions that were distributed from this queue and handled by this agent, measuring the degree to which interactions required agent attention.
The average considers only those interactions for which an actionability score was assigned.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db
delegated
DISCONTINUED IN
N/A
AG2_AGENT_[*].ACTIONABILITY / AG2_AGENT_[*].ACTIONABILITY_OFFERED
AG2_AGENT_GRP_[*].ACTIONABILITY / AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED
AG2_AGENT_QUEUE_[*].ACTIONABILITY / AG2_AGENT_QUEUE_[*].
ACTIONABILITY_OFFERED
INTERNAL METRIC ID
@A_ACTIONABILITY_AVG
USED IN REPORT(S)

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
240
DATA TYPE
The average actionability score, assigned to interactions that entered or began within
the contact center and were handled by this agent, measuring the degree to which
interactions required agent attention.
The average considers only those interactions for which an actionability score was
assigned.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_ID_[*].ACTIONABILITY / AG2_ID_[*].ACTIONABILITY_ENTERED
INTERNAL METRIC ID
@T_ACTIONABILITY_AVG
USED IN REPORT(S)
GI2 Measures
Avg Clear Time

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
spent in a queue before they were cleared from this virtual queue.
interactions spent in a queue before they were cleared from virtual queues that belong to
this queue group.
Refer to the Cleared and Clear Time Queue measures.

INTERNAL METRIC ID
Q_CLEARED_TIME_AVG
USED IN REPORT(S)

CLASS
DESCRIPTION
Agent\Activity
All (except Chat)

N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The average amount of time, in seconds, that this agent was
engaged on collaborations or simple consult interactions that the agent initiated, where
the collaborations/consultations were associated with customer interactions.
Agent Group Dimension: The average amount of time, in seconds, that agents who
belong to this agent group were engaged on collaborations or simple consult interactions that the agents initiated, where the collaborations/consultations were associated
with customer interactions.
Agent and Queue Dimensions: The average amount of time, in seconds, that this
agent was engaged on collaborations or simple consult interactions that the agent initiated, where the collaborations/consultations were distributed from this queue and were
associated with customer interactions.
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Consult Initiated Time and Consult Initiated Activity measures.
INTERNAL METRIC ID
A_CONSULT_INITIATED_TIME_AVG
USED IN REPORT(S)
241
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
All (except Chat)

N/A
engaged on collaborations or simple consultations that the agent received, where the
collaborations/consultations were associated with customer interactions.
belong to this agent group were engaged on collaborations or simple consultations that
agents received, where the collaborations/consultations were associated with customer
interactions.
MEASURE TYPE
Disposition
DATA TYPE
Number
agent was engaged on collaborations or simple consultations that the agent received
and that were distributed from this queue, where the collaborations/consultations were
Note: This measure was previously named Avg Consult Time.
Refer to the Consult Received Time and Consult Received Accepted Activity measures.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
INTERNAL METRIC ID
A_CONSULT_RECEIVED_TIME_AVG
DISCONTINUED IN
N/A
USED IN REPORT(S)


CLASS
DESCRIPTION
Business Attribute\BA Consults

All (except Chat)

The average amount of time, in seconds, that resources spent in collaboration or simple consultation for customer interactions that were assigned this business attribute.
Note: This measure was previously named Avg Consult Time.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
242
DATA TYPE
Number
AGGN FUNCTION
Refer to the Consult Received Time and Consult Received Accepted Business Attribute measures.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
T_CONSULT_RECEIVED_TIME_AVG
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Queue Dimension: The average amount of time, in seconds, that agents were
engaged in collaborations or consultations that were distributed from this queue, where
the agents were the recipients of the collaboration/consultation requests.
Queue Group Dimension: The average amount of time, in seconds, that agents were
engaged in collaborations or consultations that were distributed from queues that
belong to this queue group, where the agents were the recipients of the collaboration/
consultation requests.
Refer to the Consult Received Time, Consult Received Warm Time, Consult Received
Accepted, and Consult Received Accepted Warm Queue measures.
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_TIME_AVG
None
Avg Consult Received Warm Time

CLASS
DESCRIPTION
Agent\Activity
Voice
N/A
engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
belong to this agent group were engaged as a recipient in collaborations or consultations, including related hold durations, where the collaborations/consultations were associated with customer interactions.
MEASURE TYPE
Disposition
DATA TYPE
Number
agent was engaged as a recipient in collaborations or consultations, including related
hold durations, where the collaborations/consultations were distributed or pulled from
this queue and associated with customer interactions.
This measure is attributed to the interval in which the consult interaction is offered to the
receiving agent. This measure excludes alert (ring) and ACW (Wrap) durations associated
with the consult interactions.
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Consult Received Warm Time and Consult Received Accepted Warm Activity
measures.
INTERNAL METRIC ID
A_CONSULT_RCV_WARM_TIME_AVG
USED IN REPORT(S)
243
GI2 Measures
Avg Consult Received Warm Wrap Time

CLASS
DESCRIPTION
Agent\Activity
Voice
N/A
Agent Dimension: The average amount of time, in seconds, that this agent spent in
ACW (Wrap) state following consultations that the agent requested and received,
where the consultations were associated with customer interactions that were transferred to or conferenced with this agent.
Agent Group Dimension: The average amount of time, in seconds, that agents from
this agent group spent in ACW state following consultations that the agent requested
and received, where the consultations were associated with customer interactions that
were transferred to or conferenced with this agent.
MEASURE TYPE
Disposition
DATA TYPE
Number
agent spent in ACW state following consultations that the agent requested and
received, where the consultations were distributed from this queue and associated with
customer interactions that were transferred to or conferenced with the agent.
This measure includes:
ACW durations that were associated with conferences where the customer leaves the
interaction
Internal interactions that were transferred to the agent
ALTERNATE?
No
INTRODUCED IN
8.1.0
244
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Consult Received Warm Wrap Time and Consult Received Warm Wrap
Activity measures.
INTERNAL METRIC ID
A_CONSULT_RCV_WARM_WRAP_TIME_AVG
USED IN REPORT(S)
GI2 Measures
Avg Consult Received Wrap Time

CLASS
DESCRIPTION
Agent\Activity
Voice
N/A
Agent Dimension: The average amount of time, in seconds, that this agent was in ACW
(Wrap) state following simple consultations that the agent accepted, where the consultations were associated with customer calls.
belong to this agent group were in ACW state following simple consultations that the
agents accepted, where the consultations were associated with customer calls.
MEASURE TYPE
Disposition
DATA TYPE
Number
agent spent in ACW state following simple consultations that the agent accepted, where
the consultations were distributed from this queue and were associated with customer
calls.
This duration does not stop if the agents received or made calls while in ACW state. This
measure is attributed to the interval in which this agent was offered the consult interaction
for which ACW was invoked.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Consult Received Wrap Time and Consult Received Wrap Activity measures.
INTERNAL METRIC ID
A_CONSULT_RECEIVED_WRAP_TIME_AVG
USED IN REPORT(S)
Avg CPD Dial Time

CLASS
DESCRIPTION

Voice
The average dial duration, in milliseconds, of OCS-initiated calls.

Note: Average dial duration for established calls is available only when the CPD
Server is used for dialing.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the CPD Dial Time and CPD Dial Contact Attempt measures.
INTERNAL METRIC ID
CA_CPD_DIAL_TIME_AVG_MS
USED IN REPORT(S)
245
GI2 Measures
Avg CPD Time

CLASS
DESCRIPTION

The average amount of time, in milliseconds, of call-progress detection for contact

attempts initiated during this reporting interval.
Voice
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Db delegated
INTRODUCED IN
DISCONTINUED IN
8.1.0
Refer to the CPD Time and CPD Contact Attempt measures.

INTERNAL METRIC ID
N/A
USED IN REPORT(S)
CA_AVG_CPD_TIME_MS

CLASS
DESCRIPTION

The average amount of time, in milliseconds, of CPD transfers completed during the
reporting interval.
Voice
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Db delegated
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
Refer to the CPD Transfer Time and CPD Transfer Contact Attempt measures.
INTERNAL METRIC ID
USED IN REPORT(S)
CA_AVG_CPD_TRANSFER_TIME_MS
Avg Distribute Time

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
246
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
or established warm consultations spent in this queue before they were distributed.
Queue Group Dimension: The average amount of time, in seconds, in seconds, that
customer interactions or established warm consultations spent in queues that belong to
this queue group before they were distributed.
Refer to the Distributed and Distribute Time Queue measures.

INTERNAL METRIC ID
Q_DISTRIBUTED_TIME_AVG
USED IN REPORT(S)
GI2 Measures
Avg Engage Time

CLASS
DESCRIPTION
Agent\Activity
All
N/A
engaged with customers.
belong to this agent group were engaged with customers.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: For interactions that were distributed or pulled from
this queue, the average amount of time, in seconds, that this agent was engaged with
customers.
Note: This measure was previously named Avg Talk Time.
ALTERNATE?
No
AGGN FUNCTION
Db delegated
Refer to the Engage Time and Accepted Activity measures.

INTERNAL METRIC ID
A_ENGAGE_TIME_AVG
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Avg Engage Time

CLASS
DESCRIPTION

The average amount of time, in seconds, that this agent was engaged with customers
on interactions that were associated with this campaign.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Engage Time and Accepted Contact Attempt measures.

INTERNAL METRIC ID
A_CA_ENGAGE_TIME_AVG
USED IN REPORT(S)
247
GI2 Measures
Avg Engage Time

CLASS
DESCRIPTION

All
The average amount of time, in seconds, that agents were engaged with customers on
interactions assigned this business attribute.
Note: This measure was previously named Avg Talk Time.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
Refer to the Engage Time and Accepted Agent Business Attribute measures.
AGGN FUNCTION
INTERNAL METRIC ID
Db delegated
T_ENGAGE_TIME_AVG
DISCONTINUED IN
N/A
USED IN REPORT(S)

Avg Engage Time

CLASS
DESCRIPTION
Queue\Q Customer
All
Queue Dimension: For customer interactions that were distributed or pulled from this
queue, the average amount of time, in seconds, that agents were engaged with customers.
N/A
MEASURE TYPE
Disposition
DATA TYPE
Queue Group Dimension: For customer interactions that were distributed or pulled from
queues that belong to this queue group, the average amount of time, in seconds, that
agents were engaged with customers.
Number
Note: This measure was previously named Avg Inbound Time.

ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
Refer to the Engage Time and Accepted Agent Queue measures.

INTERNAL METRIC ID
N/A
USED IN REPORT(S)
Q_ENGAGE_TIME_AVG
Avg Finish No Response Time

CLASS
DESCRIPTION

All
The average amount of time, in seconds, of completed customer interactions that

were assigned this business attribute for which no response (excluding acknowledgements) was sent to the customer.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
248
DATA TYPE
Number
AGGN FUNCTION
Refer to the Finish No Response Time and Finished No Response Business Attribute
measures.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
T_FINISH_NO_RESPONSE_TIME_AVG
USED IN REPORT(S)
GI2 Measures
Avg Finish Response Time

CLASS
DESCRIPTION
Business Attribute\
BA Customer
All
The average duration, in seconds, of completed customer interactions that both had a
response by a handling resource and were assigned this business attribute. This duration includes the entire lifespan of the interaction including processing, queueing, and
handling.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
Refer to the Finish Response Time and Finished Response Business Attribute measures.
INTERNAL METRIC ID
T_FINISH_RESPONSE_TIME_AVG
DISCONTINUED IN
N/A
USED IN REPORT(S)

Avg Finish Time

CLASS
DESCRIPTION

The average amount of time, in seconds, that it took to complete customer interactions
that were assigned this business attribute.
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Finish Time and Finished Business Attribute measures.

INTERNAL METRIC ID
T_FINISH_TIME_AVG
USED IN REPORT(S)
None
Avg First Response Time

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The average amount of time, in seconds, including mediation duration that elapsed
before a first response to a customer interaction, that was assigned this business attribute was created.
For synchronous media, a response is considered to have been created when the
interaction was accepted by a handling resource. For asynchronous media, the first
reply to a given interaction must be sent in order to increment this measure.
Refer to the First Response Time and Responded Business Attribute measures.
INTERNAL METRIC ID
T_FIRST_RESPONSE_TIME_AVG
USED IN REPORT(S)
249
GI2 Measures
Avg Handle Time

CLASS
DESCRIPTION
Agent\Activity
All
Agent Dimension: The average amount of time, in seconds, that this agent spent
handling interactions that the agent received.
belong to this agent group spent handling interactions that the agents received.
agent spent handling interactions that the agent received and were distributed or pulled
from this queue.
This measure is computed as handle time divided by the sum of accepted interactions
and received consultations.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
Refer to the Handle Time, Accepted, and Consult Received Accepted Activity measures.
DATA TYPE
Number
INTERNAL METRIC ID
A_HANDLE_TIME_AVG
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Avg Handle Time

CLASS
DESCRIPTION

Voice
The average amount of time, in seconds, that this agent spent handling interactions
that were associated with this campaign. This measure is computed as handle time
divided by the sum of accepted interactions and simple consult interactions that the
agent received.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
250
DATA TYPE
Number
AGGN FUNCTION
Refer to the Handle Time, Accepted, and Consult Received Accepted Agent Contact
measures.
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
A_CA_HANDLE_TIME_AVG
USED IN REPORT(S)
GI2 Measures
Avg Handle Time

CLASS
DESCRIPTION

The average amount of time, in seconds, that agents spent handling interactions
assigned this business attribute.
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
Refer to the Handle Time and Accepted Agent Business Attribute measures.
INTERNAL METRIC ID
T_HANDLE_TIME_AVG
DISCONTINUED IN
N/A
USED IN REPORT(S)

Avg Handle Time

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The average amount of time, in seconds, that agents spent handling customer interactions or warm consultations that were distributed or pulled from
this queue.
Queue Group Dimension: The average amount of time, in seconds, that agents spent
handling customer interactions or warm consultations that were distributed or pulled
from queues that belong to this queue group.
This measure is computed as handle time divided by the sum of agent-accepted
interactions and simple consult interactions that agents received. This measure is attributed to the interval in which interactions entered the queue.
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Handle Time, Accepted Agent, and Consult Received Accepted Queue
measures.
INTERNAL METRIC ID
Q_HANDLE_TIME_AVG
USED IN REPORT(S)
251
GI2 Measures
Avg Hold Time

CLASS
DESCRIPTION
Agent\Activity
Voice
Agent Dimension: The average amount of time, in seconds, that this agent had
customer interactions on hold.
N/A
MEASURE TYPE
Disposition
belong to this group had customer interactions on hold.
DATA TYPE
Number
agent had customer interactions, that were distributed from this queue, on hold.
This measured is attributed to the interval in which interactions arrived at the agent (which
can differ from the interval in which the interactions were placed on hold).
ALTERNATE?
No
AGGN FUNCTION
Db delegated
Refer to the Hold and Hold Time Activity measures.

INTERNAL METRIC ID
A_HOLD_TIME_AVG
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Avg Hold Time

CLASS
DESCRIPTION

Voice
The average amount of time, in seconds, that customers spent on hold for interactions
that were associated with this campaign. This measure is attributed to the interval in
which the interactions were accepted by this agent.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
252
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Hold Time and Hold Contact Attempt measures.

INTERNAL METRIC ID
A_CA_HOLD_TIME_AVG
USED IN REPORT(S)
GI2 Measures
Avg Hold Time

CLASS
DESCRIPTION

Voice
The average amount of time, in seconds, that customers spent on hold for interactions
assigned this business attribute. This measure is attributed to the interval in which the
interactions were accepted by a resource.
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Db delegated
INTRODUCED IN
Refer to the Hold Time and Hold Business Attribute measures.

INTERNAL METRIC ID
T_HOLD_TIME_AVG
DISCONTINUED IN
7.6.0
N/A
USED IN REPORT(S)

Avg Hold Time

CLASS
DESCRIPTION
Queue\Q Customer
Voice
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The average amount of time, in seconds, that agents had
customers on hold for interactions that were distributed from this queue.
Queue Group Dimension: The average amount of time, in seconds, that agents had
customers on hold for interactions that were distributed from queues that belong to
this queue group.
This measure is attributed to the interval in which interactions entered the queue which
can differ from the interval that interactions were placed on hold.
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Hold Time and Hold Queue measures.

INTERNAL METRIC ID
Q_HOLD_TIME_AVG
USED IN REPORT(S)
253
GI2 Measures
Avg Influence Score

CLASS
DESCRIPTION
Agent\Activity
All
N/A
MEASURE TYPE
Disposition
Agent Dimension: The average score representing the clout amassed on social networks for interactions handled by this agent.
Agent Group Dimension: The average score representing the clout amassed on
social networks for interactions handled by agents belonging to this agent group.
DATA TYPE
Number
Agent and Queue Dimensions: The average score representing the clout amassed
on social networks for interactions that were distributed from this queue and handled
by this agent.
The average considers only those interactions for which an actionability score was
assigned.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_AGENT_[*].INFLUENCE / AG2_AGENT_[*].INFLUENCE_OFFERED
AG2_AGENT_GRP_[*].INFLUENCE / AG2_AGENT_GRP_[*].INFLUENCE_OFFERED
AG2_AGENT_QUEUE_[*].INFLUENCE/AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED
INTERNAL METRIC ID
@A_INFLUENCE_AVG
USED IN REPORT(S)
Avg Influence Score

CLASS
DESCRIPTION

The average score representing the customers clout amassed on social networks at
the moment when interactions entered or began within the contact center.
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_ID_[*].INFLUENCE / AG2_ID_[*].INFLUENCE_ENTERED
INTERNAL METRIC ID
@T_INFLUENCE_AVG
USED IN REPORT(S)
Avg Invite Time

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
254
DATA TYPE
The average amount of time, in seconds, that customer interactions alerted or rang at
agent resources before the interactions were accepted plus the average duration of
dialing that agents performed, where the calls were successfully established. This
measure is attributed to the interval in which the interactions began.
Note: The dialing component of this measure applies to voice media only.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Invite Time and Invite Business Attribute measures.

INTERNAL METRIC ID
T_INVITE_TIME_AVG
USED IN REPORT(S)
None
GI2 Measures
Avg Invite Time

CLASS
DESCRIPTION
Queue\Q Customer
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The average amount of time, in seconds, that customer interactionsdistributed from this queuealerted or rang at an agent before being accepted
plus the average duration of dialing that agents performed, where the calls were successfully established.
interactionsdistributed from queues that belong to this queue groupalerted or rang
at an agent before being accepted plus the average duration of dialing that agents performed, where the calls were successfully established.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Invite Time and Invite Queue measures.

INTERNAL METRIC ID
Q_INVITE_TIME_AVG
USED IN REPORT(S)
None
Avg Preview Time

CLASS
DESCRIPTION

The average amount of time, in seconds, that this agent spent previewing interactions
that the agent requested or that Interaction Server pushed to the agents desktop.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Preview Time and Preview Agent Contact measures.

INTERNAL METRIC ID
A_CA_PREVIEW_TIME_AVG
USED IN REPORT(S)
255
GI2 Measures
Avg Revenue
CLASS
DESCRIPTION
Agent\Activity
All
N/A
Agent Dimension: The average amount of revenue that is generated for interactions
handled by this agent.
Agent Group Dimension: The average amount of revenue that is generated for
interactions handled by agents of this agent group.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The average amount of revenue that is generated
for interactions distributed from this queue and handled by this agent.
The average considers only those interactions for which revenue was generated.
Note: This measure was previously calculated using the Entered with Revenue
measure. Beginning with the 8.1.0 release, this measure references the Offered with
Revenue measure instead.
ALTERNATE?
No
INTRODUCED IN
8.0.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Revenue and Offered with Revenue Activity measures.

INTERNAL METRIC ID
A_REVENUE_AVG
USED IN REPORT(S)
None
Avg Revenue
CLASS
DESCRIPTION

All
The average amount of revenue that is generated for interactions assigned this business attribute. The average considers only those interactions for which revenue was
generated.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
256
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Revenue and Entered with Revenue Business Attribute measures.
INTERNAL METRIC ID
T_REVENUE_AVG
USED IN REPORT(S)
GI2 Measures
Avg Satisfaction
CLASS
DESCRIPTION
Agent\Activity
All
Agent Dimension: The average customer-satisfaction score of interactions handled by

this agent.
N/A
Agent Group Dimension: The average customer-satisfaction score of interactions handled by agents who belong to this agent group.
MEASURE TYPE
Disposition
Agent and Queue Dimensions: The average customer-satisfaction score of interactions distributed from this queue and handled by this agent.
DATA TYPE
Number
The tally considers only those interactions for which customer satisfaction was recorded.
Note: This average was previously calculated using the Entered with Satisfaction
measure. Beginning with the 8.1.0 release, this measure references the Offered with Satisfaction measure instead.
ALTERNATE?
No
INTRODUCED IN
8.0.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
Refer to the Satisfaction and Offered with Satisfaction Activity measures.

INTERNAL METRIC ID
N/A
A_SATISFACTION_AVG
USED IN REPORT(S)
None
Avg Satisfaction
CLASS
DESCRIPTION

All
The average customer-satisfaction score of interactions assigned this business attribute. The average considers only those interactions for which customer satisfaction
was recorded.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Satisfaction and Entered with Satisfaction Business Attribute measures.
INTERNAL METRIC ID
T_SATISFACTION_AVG
USED IN REPORT(S)
257
GI2 Measures
Avg Sentiment Score

CLASS
DESCRIPTION
Agent\Activity
All
N/A
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The average score reflecting the attitude expressed by customers for interactions that were handled by this agent.
Agent Group Dimension: The average score reflecting the attitude expressed by
customers for interactions that were handled by agents belonging to this agent
group.
Agent and Queue Dimensions: The average score reflecting the attitude expressed
by customers for interactions that were distributed from this queue and handled by
this agent.
The average considers only those interactions for which a sentiment score was
assigned.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_AGENT_[*].SENTIMENT / AG2_AGENT_[*].SENTIMENT_OFFERED
AG2_AGENT_GRP_[*].SENTIMENT / AG2_AGENT_GRP_[*].SENTIMENT_OFFERED
AG2_AGENT_QUEUE_[*].SENTIMENT /
AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED
INTERNAL METRIC ID
@A_SENTIMENT_AVG
USED IN REPORT(S)
Avg Sentiment Score

CLASS
DESCRIPTION

The average score reflecting the attitude expressed by customers for interactions that
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
258
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_ID_[*].SENTIMENT / AG2_ID_[*].SENTIMENT_ENTERED
INTERNAL METRIC ID
@T_SENTIMENT_AVG
USED IN REPORT(S)
GI2 Measures
Avg Wrap Time

CLASS
DESCRIPTION
Agent\Activity
Voice
N/A
Agent Dimension: The average amount of time, in seconds, that this agent spent on
customer interactions while in ACW (Wrap) state.
belong to this agent group, spent on customer interactions while in ACW state.
MEASURE TYPE
Disposition
DATA TYPE
Number
agent spent on customer interactions while in ACW state, where the interactions were
distributed from this queue.
Note: This measure was previously named Avg ACW Time.
Refer to the Wrap Time and Wrap Activity measures.

ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Db delegated
INTERNAL METRIC ID
A_WRAP_TIME_AVG
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Avg Wrap Time

CLASS
DESCRIPTION

The average amount of time, in seconds, that this agent spent performing after call
work for customer interactions that were associated with this campaign.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Wrap Time and Wrap Agent Contact measures.

INTERNAL METRIC ID
A_CA_WRAP_TIME_AVG
USED IN REPORT(S)
259
GI2 Measures
Avg Wrap Time

CLASS
DESCRIPTION

Voice
The average amount of time, in seconds, that agents spent performing after call work
for customer interactions that were assigned this business attribute.
N/A
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Db delegated
Refer to the Wrap Time and Wrap Business Attribute measures.

INTERNAL METRIC ID
T_WRAP_TIME_AVG
DISCONTINUED IN
7.6.0
N/A
USED IN REPORT(S)

Avg Wrap Time

CLASS
DESCRIPTION
Queue\Q Customer
Voice
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
Queue Dimension: The average amount of time, in seconds, that agents spent
performing after-call work for customer interactions that were distributed from this queue.
Queue Group Dimension: The average amount of time, in seconds, that agents spent
performing after-call work for customer interactions that were distributed from queues
that belong to this queue group.
ALTERNATE?
AGGN FUNCTION
No
INTRODUCED IN
Db delegated
DISCONTINUED IN
7.6.0
N/A
Refer to the Wrap Time and Wrap Queue measures.

INTERNAL METRIC ID
Q_WRAP_TIME_AVG
USED IN REPORT(S)
Bound 1
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
260
DATA TYPE
The lower boundary of the second service time interval and the upper boundary of the first
service time interval for both the Abandoned and Accepted Agent groups of STI measures.
This value appears in the legend of the Abandon Delay and Speed of Accept reports and is
derived from options in the:
[agg-time-range-ABN] and [agg-time-range-ACC] sections for release 8.1.0-.
[agg-gim-thld-QUEUE-ABN] and [agg-gim-thld-QUEUE-ACC] sections for release 8.1.1+.
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AGR_TIME_RANGE.BOUND_1 (Release 8.1.0-)

AGR_SCFG.INT_VAL_01 (Release 8.1.1+)
INTERNAL METRIC ID
TIME_BOUND1 (Release 8.1.0-)

TIME_INT_VAL_01 (Release 8.1.1+)
(These are internal tables that store

time ranges for different media.)
USED IN REPORT(S)

GI2 Measures
Bound 2
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the third service time interval and the upper boundary of the second

INTERNAL METRIC ID
USED IN REPORT(S)

TIME_INT_VAL_02 (Release

8.1.1+)

Bound 3
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the fourth service time interval and the upper boundary of the third

INTERNAL METRIC ID


USED IN REPORT(S)

Bound 4
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the fifth service time interval and the upper boundary of the fourth

INTERNAL METRIC ID
TIME_BOUND4 (Release 8.1.0)

TIME_INT_VAL_04 (Release 8.1.1)

USED IN REPORT(S)

261
GI2 Measures
Bound 5
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the sixth service time interval and the upper boundary of the fifth

INTERNAL METRIC ID


USED IN REPORT(S)

Bound 6
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the seventh service time interval and the upper boundary of the sixth

INTERNAL METRIC ID


USED IN REPORT(S)

Bound 7
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
262
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the eighth service time interval and the upper boundary of the
seventh service time interval for both the Abandoned and Accepted Agent groups of STI
measures. This value appears in the legend of the Abandon Delay and Speed of Accept
reports and is derived from options in the:

INTERNAL METRIC ID


USED IN REPORT(S)

GI2 Measures
Bound 8
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the ninth service time interval and the upper boundary of the eighth

INTERNAL METRIC ID


USED IN REPORT(S)

Bound 9
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The lower boundary of the tenth service time interval and the upper boundary of the ninth

INTERNAL METRIC ID


USED IN REPORT(S)

Bound 10
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
The upper boundary of the tenth service time interval for both the Abandoned and Accepted
Agent groups of STI measures. This value appears in the legend of the Abandon Delay and
Speed of Accept reports and is derived from options in the:
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
None
263
GI2 Measures
Bound 11
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
The upper boundary of the eleventh service time interval for both the Abandoned and
Accepted Agent groups of STI measures. This value appears in the legend of the Speed of
Accept (hours) report is derived from options in the:
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
Bound 12
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
The upper boundary of the twelfth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
Bound 13
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
264
DATA TYPE
The upper boundary of the thirteenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
GI2 Measures
Bound 14
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
The upper boundary of the fourteenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
Bound 15
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
The upper boundary of the fifteenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
Bound 16
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
The upper boundary of the sixteenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
265
GI2 Measures
Bound 17
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
The upper boundary of the seventeenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
Bound 18
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
The upper boundary of the eighteenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
Bound 19
CLASS
DESCRIPTION
Service Objects
N/A
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
266
DATA TYPE
The upper boundary of the nineteenth service time interval for both the Abandoned and
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A

INTERNAL METRIC ID


USED IN REPORT(S)
GI2 Measures
Busy
CLASS
DESCRIPTION
Attempt
The total number of times attributed to the reporting interval that contact attempts from
this campaign returned a busy call result (CALL_RESULT_CODE='BUSY').
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].BUSY
INTERNAL METRIC ID
CA_BUSY
USED IN REPORT(S)
Busy
CLASS
DESCRIPTION
The total number of times that this agent was in the Busy state within the interval in order to
process interactions including consultations and excluding after-call work.
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].BUSY
INTERNAL METRIC ID
IA_BUSY
USED IN REPORT(S)
None
Busy Time
CLASS
DESCRIPTION
All
The total duration, in seconds, of all of interaction-processing activities including the time
that is associated with requests for consultation that the agent received and excluding the
time spent processing after-call work.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].BUSY_TIME
INTERNAL METRIC ID
IA_BUSY_TIME
USED IN REPORT(S)
267
GI2 Measures
Callbacks Completed
CLASS
DESCRIPTION
Attempt
The total number of times attributed to the reporting interval that campaign callbacks
were completed by an agent, excluding missed callbacks.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CALLBKS_COMPL
INTERNAL METRIC ID
CA_CALLBKS_COMPL
USED IN REPORT(S)
Callbacks Missed
CLASS
DESCRIPTION
Attempt
The total number of times attributed to the reporting interval that campaign callbacks
were missed.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CALLBKS_MISSED
INTERNAL METRIC ID
CA_CALLBKS_MISSED
USED IN REPORT(S)
Callbacks Scheduled
CLASS
DESCRIPTION
Attempt
The total number of times attributed to the reporting interval that agents rescheduled
contact attempts from this campaign.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
268
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CALLBKS_SCHED
INTERNAL METRIC ID
CA_CALLBKS_SCHEDUL
USED IN REPORT(S)
GI2 Measures
Canceled
CLASS
DESCRIPTION
Attempt
The total number of canceled records that were dialed from this campaign during the
reporting interval.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CANCEL
INTERNAL METRIC ID
CA_CANCEL
USED IN REPORT(S)
None
Clear Time
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total duration, in seconds, that customer interactions spent in
a queue before they were cleared from this virtual queue, workbin, or interaction queue.
Queue Group Dimension: The total duration, in seconds, that customer interactions
spent in a queue before they were cleared from a virtual queue, workbin, or interaction
queue that belong to this queue group.
Note: Interactions can be cleared for many reasons. Refer to the Cleared Queue
measure for a listing of these reasons.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CLEARED_TIME
AG2_QUEUE_GRP_[*].CLEARED_TIME
INTERNAL METRIC ID
Q_CLEARED_TIME
USED IN REPORT(S)
None
Clear Time
CLASS
DESCRIPTION

All
The sum of customer and consult Clear Time measures.

Note: Interactions can be cleared for many reasons. Refer to the Cleared Queue measure for a listing of these reasons.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Clear Time and Consult Clear Time Queue measures.
INTERNAL METRIC ID
Q_CLEARED_TIME_CC
USED IN REPORT(S)
None
269
GI2 Measures
Cleared
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
Queue Dimension: The total number of times that customer interactions were cleared
from this virtual queue, workbin, or interaction queue.
Queue Group Dimension: The total number of times that customer interactions were
cleared from virtual queues, workbins, or interaction queues that belong to this queue
group.
Clearing involves any of the following:
MEASURE TYPE
Disposition
DATA TYPE
Number
Distribution to a parallel virtual queue.

Default routed by the switch.
Default routed by a routing strategy.
Removing interactions that are determined to be stuck.
Removing interactions for any other reason, such as abnormal stops.
Removing interactions from a virtual queue by using the URS ClearTargets function.
Clearing excludes:
Interactions that the customer abandoned while still queued.
Interactions that were distributed from this virtual queue, workbin, or interaction queue.
Interactions that were queued for consultation or collaboration.
Note: This measure was previously named Calls Diverted.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CLEARED
AG2_QUEUE_GRP_[*].CLEARED
INTERNAL METRIC ID
Q_CLEARED
USED IN REPORT(S)
Cleared
CLASS
DESCRIPTION
Queue\Q Customer &

Consults
All
The sum of customer and consult Cleared measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
270
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Cleared and Consult Cleared Queue measures.

INTERNAL METRIC ID
Q_CLEARED_CC
USED IN REPORT(S)
GI2 Measures
CLASS
DESCRIPTION
Agent\Activity
All (except Email)
Agent Dimension: The total number of times that this agent initiated conferences for
customer interactions that the agent received, where the conferences were established.
Base
Agent Group Dimension: The total number of times that agents who belong to this
agent group initiated conferences for customer interactions that the agent received,
where the conferences were established.
MEASURE TYPE
Disposition
DATA TYPE
Agent and Queue Dimensions: The total number of times that this agent initiated
conferences for customer interactions that the agent received, where the interactions
were distributed or pulled from this queue and, where the conferences were established.
Number
The count includes the number of established conferences that were initiated for
transferred interactions that the agent received.
Note: This measure was previously named Calls Conference Initiated.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
AG2_AGENT_[*].CONFERENCE_INITIATED
AG2_AGENT_GRP_[*].CONFERENCE_INITIATED
AG2_AGENT_QUEUE_[*].CONFERENCE_INITIATED
INTERNAL METRIC ID
N/A
A_CONFERENCE_INITIATED
USED IN REPORT(S)

CLASS
DESCRIPTION

All (except Email)
The total number of times that agents initiated conferences for customer interactions
that the agents received where the interactions were established and were of this
business attribute.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONFERENCE_INIT_AGENT
INTERNAL METRIC ID
T_CONFERENCE_INIT_AGENT
USED IN REPORT(S)
None
271
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer
All (except Email)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that agents initiated conferences for
customer interactions that the agents received where the interactions were distributed or
pulled from this queue and the conferences were established.
Queue Group Dimension: The total number of times that agents initiated conferences
for customer interactions that the agent received where the interactions were distributed
or pulled from queues that belong to this queue group and the conferences were established.
The count includes the number of established conferences that were initiated for
transferred interactions that agents received.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONFERENCE_INIT_AGENT
AG2_QUEUE_GRP_[*].CONFERENCE_INIT_AGENT
INTERNAL METRIC ID
Q_CONFERENCE_INIT_AGENT
USED IN REPORT(S)
None

CLASS
DESCRIPTION
All (except Email)
The amount of time, in seconds, that a conference initiated by the IRF resource was connected (established). Duration applies only to the portion of the IRF that represents the
IRF resource as a conference initiator.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
272
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CONF_INIT_TALK_DURATION
INTERNAL METRIC ID
IRF_CONFERENCE_INITIATED_TIME
USED IN REPORT(S)
GI2 Measures
Conference Received Accepted

CLASS
DESCRIPTION
Agent\Activity
All (except Email)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times that this agent joined conferences to
participate in customer interactions.
Agent Group Dimension: The total number of times that agents from this agent group
joined conferences to participate in customer interactions.
Agent and Queue Dimensions: The total number of times that this agent joined
conferences to participate in interactions that were distributed or pulled from this queue.
Note: This measure was previously named Calls Conference Received.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONFERENCE_RECEIVED_ACCEPTED
AG2_AGENT_GRP_[*].CONFERENCE_RECEIVED_ACCEPTED
AG2_AGENT_QUEUE_[*].CONFERENCE_RECEIVED_ACCEPTED
INTERNAL METRIC ID
A_CONFERENCE_RECEIVED_ACCEPTED
USED IN REPORT(S)

CLASS
DESCRIPTION
All (except Email)

Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
Universe Guide
The amount of time, in seconds, that a conference that was joined by the IRF resource
was connected (established). Duration applies only to the portion of the IRF that
represents the IRF resource as a conference joiner.
Note: This measure was previously named Conference Received Time.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CONF_JOIN_TALK_DURATION
INTERNAL METRIC ID
IRF_CONFERENCE_RECEIVED_TIME
USED IN REPORT(S)
273
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that consult interactions that were
distributed or pulled from this queue were abandoned or dropped for any reason while
the interactions were alerting or ringing at an agent.
Queue Group Dimension: The total number of times that consult interactions that were
distributed or pulled from queues that belong to this queue group were abandoned or
dropped for any reason while the interactions were alerting or ringing at an agent.
AG2_QUEUE_[*].CONSULT_ABANDONED_INVITE
AG2_QUEUE_GRP_[*].CONSULT_ABANDONED_INVITE
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ABANDONED_INVITE

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that simple consultations entered this
queue and were abandoned before they could be established inside the short-abandoned threshold, where the consultations were associated with customer interactions.
Queue Group Dimension: The total number of times that simple consultations entered
queues that belong to this queue group and were abandoned before they could be
established inside the short-abandoned threshold where the consultations were associated with customer interactions.
ALTERNATE?
No
INTRODUCED IN
8.0.1
274
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ABANDONED
AG2_QUEUE_GRP_[*].CONSULT_ABANDONED
INTERNAL METRIC ID
QC_CONSULT_ABANDONED
USED IN REPORT(S)
GI2 Measures
Consult Abandoned Waiting Time

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that simple consult interactions waited in this queue before they were abandoned or dropped for any reason and
before the interactions could be established.
Queue Group Dimension: The total amount of time, in seconds, that simple consult
interactions waited in queues that belong to this queue group before they were abandoned or dropped for any reason and before the interactions could be established.
The duration starts the moment at which the consultation entered this queue and ends
the moment at which the interaction was abandoned or stopped. The measurement
includes short-abandoned interactions and excludes interactions that were abandoned
after distribution.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ABANDONED_TIME
AG2_QUEUE_GRP_[*].CONSULT_ABANDONED_TIME
INTERNAL METRIC ID
QC_CONSULT_ABANDONED_TIME
USED IN REPORT(S)
None
Consult Accept Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that simple consult interactions waited in this queue before they were accepted by handling resources.
interactions waited in queues that belong to this queue group before they were accepted
by handling resources.
The duration starts when consultations enter the queue and ends when the consultations
are accepted by the target resourcethereby, including alert (ring) time.
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ACCEPTED_TIME
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_TIME
INTERNAL METRIC ID
QC_CONSULT_ACCEPTED_TIME
USED IN REPORT(S)
None
275
GI2 Measures
Consult Accept Time Agent

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that consult interactions
waited in this queue before they were accepted by agents.
Queue Group Dimension: The total amount of time, in seconds, that consult interactions or warm consultations waited in queues that belong to this queue group before they
were accepted by agents.
Duration starts when the interaction enters the queue and ends when the interaction is
accepted by an agentthereby, including alert (ring) time.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ACCEPTED_AGENT_TIME
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_AGENT_TIME
INTERNAL METRIC ID
QC_CONSULT_ACCEPTED_AGENT_TIME
USED IN REPORT(S)
None
Consult Accepted
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
276
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that simple consult interactions, that
were distributed from this queue, were accepted by an agent, voice-treatment port, IVR
port, or nonagent-associated DN (such as contact center resources that can alert).
Queue Group Dimension: The total number of times that simple consult interaction
that were distributed from queues that belong to this queue group, were accepted by an
agent, voice-treatment port, IVR port, or nonagent-associated DN.
AG2_QUEUE_[*].CONSULT_ACCEPTED
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED
INTERNAL METRIC ID
QC_CONSULT_ACCEPTED
USED IN REPORT(S)
GI2 Measures
Consult Accepted Agent in Threshold

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that simple consult interactions that
were distributed from this queue were accepted by an agent within the acceptance
threshold.
Queue Group Dimension: The total number of times that simple consult interactions
agent within the acceptance threshold.
Note: This measure relies on the value of the acceptance threshold as configured:
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ACCEPTED_AGENT_THR
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_AGENT_THR
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ACCEPTED_AGENT_THR
None
Consult Accepted Agent in Threshold 80

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
Queue Dimension: The total number of times that simple consult interactions that were
distributed from this queue were accepted by an agent within the defined threshold.
agent within the defined threshold.
AG2_QUEUE_[*].CONSULT_ACCEPTED_AGENT_THR_80
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_AGENT_THR_80
INTERNAL METRIC ID
QC_CONSULT_ACCEPTED_AGENT_THR_80
USED IN REPORT(S)
None
277
GI2 Measures
Consult Accepted in Threshold

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
were distributed from this queue were accepted by a handling resource within the
that were distributed from queues that belong to this queue group, were accepted by a
handling resource within the acceptance threshold.
Note: This measure relies on the value of the acceptance threshold as configured:
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ACCEPTED_THR
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_THR
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ACCEPTED_THR
None
Consult Accepted in Threshold 80

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
278
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
were distributed from this queue were accepted by a handling resource within the
that were distributed from queues that belong to this queue group, were accepted by a
handling resource within the acceptance threshold.
AG2_QUEUE_[*].CONSULT_ACCEPTED_THR_80
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_THR_80
INTERNAL METRIC ID
QC_CONSULT_ACCEPTED_THR_80
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of simple consult interactions or collaborations
that entered this queue and were subsequently distributed and accepted by a resource
other than an agent, place DN, or extension DN.
Queue Group Dimension: The total number of simple consult interactions or collaborations that entered queues that belong to this queue group and were subsequently distributed and accepted by a resource other than an agent, place DN, or extension DN.
This measure is calculated as the difference between the total number of interactions that
were accepted and the total number of interactions that were accepted by an agent
resource.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Consult Accepted and Consult Received Accepted Queue measures.
INTERNAL METRIC ID
QC_ACCEPTED_OTHER
USED IN REPORT(S)
Consult Clear Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total duration, in seconds, that simple consult interactions
spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue.
Queue Group Dimension: The total duration, in seconds, that simple consult interactions spent in a queue before they were cleared from a virtual queue, workbin, or interaction queue that belong to this queue group.
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_CLEARED_TIME
AG2_QUEUE_GRP_[*].CONSULT_CLEARED_TIME
INTERNAL METRIC ID
QC_CONSULT_CLEARED_TIME
USED IN REPORT(S)
None
279
GI2 Measures
Consult Cleared
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that simple consult interactions were
cleared from this virtual queue, workbin, or interaction queue.
were cleared from virtual queues, workbins, or interaction queues that belong to this
queue group.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_CLEARED
AG2_QUEUE_GRP_[*].CONSULT_CLEARED
INTERNAL METRIC ID
QC_CONSULT_CLEARED
USED IN REPORT(S)
Consult Distribute Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The time, in seconds, from the moment at which simple consult
interactions entered this queue to the moment at which they were distributed or pulled
from this queue.
Queue Group Dimension: The time, in seconds, from the moment at which simple
consult interactions entered queues that belong to this queue group to the moment at
which were distributed or pulled from the queues.
AG2_QUEUE_[*].CONSULT_DISTRIBUTED_TIME
AG2_QUEUE_GRP_[*].CONSULT_DISTRIBUTED_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_DISTRIBUTED_TIME
None
Consult Distributed
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
280
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
distributed or pulled from this queue.
were distributed or pulled from queues that belong to this queue group.
AG2_QUEUE_[*].CONSULT_DISTRIBUTED
AG2_QUEUE_GRP_[*].CONSULT_DISTRIBUTED
INTERNAL METRIC ID
QC_CONSULT_DISTRIBUTED
USED IN REPORT(S)
GI2 Measures
Consult Entered
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that simple consultation requests
entered this queue where the collaborations/consultations were associated with customer interactions.
Queue Group Dimension: The total number of times that simple consultation requests
entered queues that belong to this queue group where the collaborations/consultations
were associated with customer interactions.
AG2_QUEUE_[*].CONSULT_ENTERED
AG2_QUEUE_GRP_YEAR_[*].CONSULT_ENTERED
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ENTERED
Consult Initiated
CLASS
DESCRIPTION
Agent\Activity
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times that this agent initiated requests for
collaboration or simple consultation, where the collaborations/consultations were
established and associated with customer interactions.
agent group, initiated requests for collaboration or simple consultation, where the
collaborations/consultations were established and associated with customer interactions.
Agent and Queue Dimensions: The total number of times that this agent initiated
requests for collaboration or simple consultation, where the collaborations/consultations
were established, distributed or pulled from this queue, and associated with customer
interactions.
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_INITIATED
AG2_AGENT_GRP_[*].CONSULT_INITIATED
AG2_AGENT_QUEUE_[*].CONSULT_INITIATED
INTERNAL METRIC ID
A_CONSULT_INITIATED
USED IN REPORT(S)

281
GI2 Measures
Consult Initiated Time

CLASS
DESCRIPTION
Agent\Activity
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total amount of time, in seconds, that this agent was engaged
in collaborations or simple consultations that the agent requested, where the collaborations/consultations were associated with customer interactions.
Agent Group Dimension: The total amount of time, in seconds, that agents who
belong to this agent group were engaged in collaborations or simple consultations that
the agents requested where the collaborations/consultations were associated with customer interactions.
Agent and Queue Dimensions: The total amount of time, in seconds, that this agent
was engaged in collaborations or simple consultations that the agent requested, where
the collaborations/consultations were associated with customer interactions that were
distributed or pulled from this queue.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_INITIATED_TIME
AG2_AGENT_GRP_[*].CONSULT_INITIATED_TIME
AG2_AGENT_QUEUE_[*].CONSULT_INITIATED_TIME
INTERNAL METRIC ID
A_CONSULT_INITIATED_TIME
USED IN REPORT(S)
None
Consult Not Accepted

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
282
This measure is calculated as the sum of Consult Redirected and Consult Abandoned
Inviting Queue measures. It represents the total number of times that simple consult
interactions entered this queue (or queue group), alerted at a routing target, and were
subsequently either rejected by the agent or abandoned by the customer while the interactions were alerting at the agents DN.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Consult Redirected and Consult Abandoned Inviting Queue measures.
INTERNAL METRIC ID
QC_CONSULT_NOTACCEPTED
USED IN REPORT(S)
None
GI2 Measures
Consult Offered
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
Queue Dimension: The total number of consultation requests that entered this queue
and were offered to a resource excluding interactions that were abandoned within the
short-abandoned threshold, where the collaborations/consultations were associated
Queue Group Dimension: The total number of consultation requests that entered
queues that belong to this queue group and were offered to a resource excluding interactions that were abandoned within the short-abandoned threshold, where the collaborations/consultations were associated with customer interactions.
MEASURE TYPE
Disposition
DATA TYPE
Number
The count includes handling attempts that agents rejected as well as warm consultations,
conferences, and collaborations that agents received.
Notes:
This measure includes neither consultation requests for which no threshold was set by
Router nor consultation requests for which no service objective was set.
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Consult Entered and Consult Short Abandoned Waiting Queue measures.
INTERNAL METRIC ID
QC_CONSULT_OFFERED
USED IN REPORT(S)
283
GI2 Measures
Consult Offered 80
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number consultation requests that entered this queue
and were offered to a resource excluding interactions that were abandoned within the
short-abandoned threshold, where the collaborations/consultations were associated
Queue Group Dimension: The total number consultation requests that entered
queues that belong to this queue group and were offered to a resource excluding interactions that were abandoned within the short-abandoned threshold, where the collaborations/consultations were associated with customer interactions.
The count includes handling attempts that agents rejected as well as warm consultations,
conferences, and collaborations that agents received. This measure does include consultation requests for which no threshold was set by Router as well as those consultation
requests for which no service objective was set.
ALTERNATE?
No
INTRODUCED IN
8.1.1
284
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
Refer to the Consult Entered and Consult Short Abandoned Waiting 80 Queue measures.
INTERNAL METRIC ID
QC_CONSULT_OFFERED_80
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times that this agent received and accepted
collaborations or simple consultations that were associated with customer interactions.
agent group received and accepted collaborations or simple consultations that were
Agent and Queue Dimensions: The total number of times that this agent received
and accepted collaborations or simple consultations that were distributed or pulled from
this queue and associated with customer interactions.
Note: This measure was previously named Consult and captured both warm and simple
received consultations.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED
AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED
AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED
INTERNAL METRIC ID
A_CONSULT_RECEIVED_ACCEPTED
USED IN REPORT(S)


CLASS
DESCRIPTION

All (except Chat)

Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of interactions of this business attribute that included requests for collaboration or consultation where the collaborations/consultations were associated with
customer interactions.
Notes:
This measure was previously named Consult.
For voice, this measure is the same as BA Consults\Consult Responses.
AG2_ID_[*].CONSULT_RECEIVED_ACCEPTED
INTERNAL METRIC ID
T_CONSULT_RECEIVED_ACCEPTED
USED IN REPORT(S)
None
285
GI2 Measures

CLASS
DESCRIPTION
Outbound
Contact\Agent Contact
The total number of times that this agent received and accepted simple consultations that
were associated with customer interactions and this campaign.
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RECEIVED_ACCEPTED
INTERNAL METRIC ID
USED IN REPORT(S)
A_CA_CONSULT_RECEIVED_ACCEPTED
None

CLASS
DESCRIPTION
All (except Chat)

MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
The total number of times within the interval that this agent received and accepted
requests for collaboration or consultation where the collaborations/consultations were
associated with customer interactions or where the agent accepted the interactions after
the customer left the interaction.
Note: This measure was previously named Consult.
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].CONSULT_RECEIVED_ACCEPTED
INTERNAL METRIC ID
IA_CONSULT_RECEIVED_ACCEPTED
USED IN REPORT(S)

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that agents received collaborations or
simple consultations that were distributed or pulled from this queue and associated with
Queue Group Dimension: The total number of times that agents received collaborations or simple consultations that were distributed or pulled from queues that belong to
this queue group and associated with customer interactions.
Note: This measure was previously named Consult and captured both warm and simple
received consultations.
ALTERNATE?
No
INTRODUCED IN
7.6.0
286
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ACCEPTED
INTERNAL METRIC ID
QC_CONSULT_RECEIVED_ACCEPTED
USED IN REPORT(S)

GI2 Measures
Consult Received Accepted Warm

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times that this agent participated in consultations
that the agent received, where the consultations were associated with customer interactions that were transferred to or conferenced with the agent.
agent group participated in consultations that the agents received, where the consultations were associated with customer interactions that were transferred to or conferenced
with the agents.
Agent and Queue Dimensions: The total number of times that this agent participated in
consultations that the agent received, where the consultations were distributed or pulled
from this queue, associated with customer interactions, and transferred to or conferenced with the agent.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RCV_ACC_WARM
AG2_AGENT_GRP_[*].CONSULT_RCV_ACC_WARM
AG2_AGENT_QUEUE_[*].CONSULT_RCV_ACC_WARM
INTERNAL METRIC ID
USED IN REPORT(S)
A_CONSULT_RCV_ACC_WARM

CLASS
DESCRIPTION

Voice
The total number of interactions of this business attribute that included requests for
collaboration or consultation where the collaborations/consultations were transferred to
or conferenced with the agents who accepted them.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RCV_ACC_WARM
INTERNAL METRIC ID
T_CONSULT_RECEIVED_ACCEPTED_WARM
USED IN REPORT(S)
None
287
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that agents participated in consultations
that the agents received, where the consultations were distributed or pulled from this
queue, associated with customer interactions, and transferred to or conferenced with the
agents.
Queue Group Dimension: The total number of times that agents participated in consultations that the agents received, where the consultations were distributed or pulled from
queues that belong to this queue group, associated with customer interactions, and
transferred to or conferenced with the agents.
AG2_QUEUE_[*].CONSULT_RCV_ACC_WARM
AG2_QUEUE_GRP_[*].CONSULT_RCV_ACC_WARM
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RCV_ACC_WARM
None
Consult Received Accepted Warm Time

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The amount of time, in seconds, that agents participated in consultations that the agents received, where the consultations were distributed or pulled from
this queue, associated with customer interactions, and transferred to or conferenced with
the agents.
Queue Group Dimension: The total amount of time, in seconds, that agents participated in consultations that the agents received, where the consultations were distributed
or pulled from queues that belong to this queue group, associated with customer interactions, and transferred to or conferenced with the agents.
AG2_QUEUE_[*].CONSULT_RCV_ACC_WARM_TIME
AG2_QUEUE_GRP_[*].CONSULT_RCV_ACC_WARM_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RCV_ACC_WARM_TIME
None

CLASS
DESCRIPTION

All (except Chat)

The total amount of time, in seconds, that agents were engaged in collaborations or
simple consultations where the collaborations/consultations were associated with customer interactions of this business attribute and the agents were the recipients of the
collaboration/consultations requests.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
288
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_ENGAGE_TIME
INTERNAL METRIC ID
T_CONSULT_RECEIVED_ENGAGE_TIME
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total amount of time, in seconds, that agents were engaged in
collaborations or simple consultations that were distributed or pulled from this queue
where the collaborations/consultations were associated with customer interactions and
the agents were the recipients of the collaboration/consultations requests.
Queue Group Dimension: The total amount of time, in seconds, that agents were
engaged in collaborations or simple consultations that were distributed or pulled from
queues that belong to this queue group where the agents were the recipients of the collaboration/consultation requests and the collaborations/consultations were associated
AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_ENGAGE_TIME
None
Consult Received Engage Warm Time

CLASS
DESCRIPTION

Voice
The total amount of time, in seconds, that agents were engaged in consultations that
were associated with customer interactions of this business attribute, the agents were
the recipients of the consultation requests, and the interactions were transferred to or
conferenced with agents.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RCV_WARM_ENGAGE_TIME
INTERNAL METRIC ID
T_CONSULT_RECEIVED_WARM_ ENGAGE_TIME
USED IN REPORT(S)
None
289
GI2 Measures
Consult Received Engage Warm Time

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total amount of time, in seconds, that agents were engaged in
consultations that were distributed or pulled from this queue and associated with customer
interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with agents.
engaged in consultations that were distributed or pulled from queues that belong to this
queue group and associated with customer interactions, the agents were the recipients of
the consultation requests, and the interactions were transferred to or conferenced with the
agents.
AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_WARM_ ENGAGE_TIME
None

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times that this agent was on hold during simple
consultations that the agent received where the consultations were associated with
Agent Group Dimension: The total number of times that agents from this agent group
were on hold during simple consultations that they received where the consultations
Agent and Queue Dimensions: The total number of times that this agent was on hold
during simple consultations that the agent received where the consultations were associated with customer interactions and were distributed from this queue.
ALTERNATE?
No
INTRODUCED IN
8.0.1
290
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RECEIVED_HOLD
AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD
AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD
INTERNAL METRIC ID
A_CONSULT_RECEIVED_HOLD
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION

Voice
The total number of times that this agent was on hold during simple consultations that
the agent received where the consultations were associated with customer interactions from this campaign.
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.0.1
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RECEIVED_HOLD
INTERNAL METRIC ID
USED IN REPORT(S)
A_CA_CONSULT_RECEIVED_HOLD
None

CLASS
DESCRIPTION

Voice
The total number of simple consultations that agents had on hold where the interactions were associated with customer interactions of this business attribute and the
agents were the recipients of the consultation requests.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_HOLD
INTERNAL METRIC ID
T_CONSULT_RECEIVED_HOLD
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of simple consultations that agents had on hold
where the interactions were distributed or pulled from this queue and associated with
customer interactions and the agents were the recipients of the consultation requests.
Queue Group Dimension: The total number of simple consultations that agents had on
hold where the interactions were distributed or pulled from queues that belong to this
queue group and associated with customer interactions and the agents were the recipients of the consultation requests.
AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD
INTERNAL METRIC ID
QC_CONSULT_RECEIVED_HOLD
USED IN REPORT(S)
None
291
GI2 Measures

CLASS
DESCRIPTION

Voice
The total amount time, in seconds, that agents had simple consultations on hold where
the consultations were associated with customer interactions of this business attributes
and the agents were the recipients of the consultation requests.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_HOLD_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RECEIVED_HOLD_TIME
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total amount time, in seconds, that agents had simple consultations on hold where the consultations were distributed or pulled from this queue and
associated with customer interactions and the agents were the recipients of the consultation requests.
Queue Group Dimension: The total amount time, in seconds, that agents had simple
consult interactions on hold where the interactions were distributed or pulled from
queues that belong to this queue group and associated with customer interactions and
the agents were the recipients of the consultation requests.
AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_HOLD_TIME
None

CLASS
DESCRIPTION

The total number of simple consult interactions of this business attribute that alerted or
rang at agent resources before the agents accepted the interactions.
All (except Chat)

Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
292
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_INVITE
INTERNAL METRIC ID
T_CONSULT_RECEIVED_INVITE
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
measure is dimensioned and filtered in the report query and reflects the sum of two
activities:
Queue Dimension: The total number of simple consult interactions that were distributed
from this queue that alerted or rang at agent resources before the agents accepted the
interactions.
Queue Group Dimension: The total number of simple consult interactions that were
distributed from queues that belong to this queue group that alerted or rang at agent
resources before the agents accepted the interactions, where the calls were established
successfully.
AG2_QUEUE_[*].CONSULT_RECEIVED_INVITE
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_INVITE
INTERNAL METRIC ID
QC_CONSULT_RECEIVED_INVITE
USED IN REPORT(S)
None

CLASS
DESCRIPTION

All (except Chat)

The total amount of time, in seconds, that simple consult interactions of this attribute
alerted or rang at agent resources.
Consultations do not have to be established for this measure to be incremented.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_INVITE_TIME
INTERNAL METRIC ID
T_CONSULT_RECEIVED_INVITE_TIME
USED IN REPORT(S)
None
293
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
activities:
Queue Dimension: The total amount of time, in seconds, that simple consult interactions
that were distributed from this queue alerted or rang at agents.
interactions, distributed from queues that belong to this queue group, alerted or rang at
agents.
Consultations do not have to be established for this measure to be incremented.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_RECEIVED_INVITE_TIME
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_INVITE_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_INVITE_TIME
None

CLASS
DESCRIPTION

The total number of warm consult interactions of this business attribute that rang at
agent resources before the agents accepted the calls.
Voice
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
AG2_ID_[*].CONSULT_RCV_WARM_INVITE
INTERNAL METRIC ID
T_CONSULT_RCV_WARM_INVITE
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
294
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
activities:
Queue Dimension: The total number of warm consultations that were distributed from
this queue that rang at agent resources before the agents accepted the calls.
Queue Group Dimension: The total number of warm consultations that were distributed
from queues that belong to this queue group that rang at agent resources before the
agents accepted the calls.
AG2_QUEUE_[*].CONSULT_RCV_WARM_INVITE
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_INVITE
INTERNAL METRIC ID
QC_CONSULT_RCV_WARM_INVITE
USED IN REPORT(S)
None
GI2 Measures
Consult Received Invite Warm Time

CLASS
DESCRIPTION

The total amount of time, in seconds, that warm consult interactions of this business
attribute that alerted or rang at agents.
All (except Chat)

Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
AG2_ID_[*].CONSULT_RCV_WARM_INVITE_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RCV_WARM_INVITE_TIME
None
Consult Received Invite Warm Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
activities:
Queue Dimension: The total amount of time, in seconds, that warm consult interactions
distributed from this queue alerted or rang at agents.
Queue Group Dimension: The total amount of time, in seconds, that warm consult
agents.
By definition, warm interactions must be established for this measure to be incremented.
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_RCV_WARM_INVITE_TIME
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_INVITE_TIME
INTERNAL METRIC ID
QC_CONSULT_RCV_WARM_INVITE_TIME
USED IN REPORT(S)
None
295
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
All (except Chat)
Base
MEASURE TYPE
Disposition
as a recipient in collaborations or simple consultations, including related hold durations,
where the collaborations/consultations were associated with customer interactions.
belong to this agent group were engaged as recipients in collaboration or simple consultation, including related hold durations, where the collaborations/consultations were
DATA TYPE
Number
Agent and Queue Dimensions: The total amount time, in seconds, that this agent was
engaged as a recipient in collaboration or simple consultation, including related hold
durations, where the collaborations/consultations were distributed or pulled from this
queue and associated with customer interactions.
This measure is attributed to the interval in which this agent was offered the collaboration/
consultation request.
Note: This measure was previously named Consult Time and captured both warm and
simple consult durations.
ALTERNATE?
No
AGGN FUNCTION
Sum
AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME
AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME
AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
INTERNAL METRIC ID
A_CONSULT_RECEIVED_TIME
USED IN REPORT(S)


CLASS
DESCRIPTION

Voice
The total amount of time, in seconds, that this agent was engaged as a recipient in
simple consultations, including related hold durations, where the interactions were
sourced from this campaign and associated with customer interactions.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
296
DATA TYPE
Number
AGGN FUNCTION
AG2_AGENT_CAMPAIGN_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_AGENT_CAMPAIGN_[*].CONSULT_RECEIVED_HOLD_TIME
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
A_CA_CONSULT_RECEIVED_TIME
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION

All (except Chat)

Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
The total amount of time, in seconds, that agents were engaged as recipients in collaborations or consultations, where the interactions were assigned this business attribute
and associated with customer interactions. This measure includes hold duration.
Note: This measure was previously named Consult Time.
AG2_ID_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_ID_[*].CONSULT_RECEIVED_HOLD_TIME
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
T_CONSULT_RECEIVED_TIME
USED IN REPORT(S)
None

CLASS
DESCRIPTION
All (except Chat)

MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
The total amount of time, in seconds, within the interval that this agent as a recipient spent
in collaborations or consultations, where the collaborations/consultations were associated
with customer interactions. This time includes any hold duration that occurred within the
interval and during the collaboration/consultation.
Note: This measure was previously named Consult Time.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_I_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME
INTERNAL METRIC ID
IA_CONSULT_RECEIVED_TIME
USED IN REPORT(S)

297
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents were engaged as
recipients in collaborations or simple consultations that were distributed or pulled from
this queue.
engaged as recipients in collaborations or simple consultations that were distributed or
pulled from queues that belong to this queue group.
This measure includes hold duration that is associated with the collaboration/consultation.
Note: This measure was previously named Consult Time and captured the durations of
both warm and simple received consultations.
ALTERNATE?
No
AGGN FUNCTION
Sum
AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME +
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME
INTRODUCED IN
7.6.0
DISCONTINUED IN
N/A
INTERNAL METRIC ID
QC_CONSULT_RECEIVED_TIME
USED IN REPORT(S)

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of consultations that this agent had on hold where
the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.
Agent Group Dimension: The total number of consultations that agents, who belong
to this agent group, had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the
interactions were transferred to or conferenced with the agents.
Agent and Queue Dimensions: The total number of consultations distributed from this
queue that this agent had on hold where the consultations were associated with customer interactions, the agent was the recipient of the consultation requests, and the
interactions were transferred to or conferenced with the agent.
ALTERNATE?
No
INTRODUCED IN
8.0.1
298
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD
AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD
AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD
INTERNAL METRIC ID
A_CONSULT_RCV_WARM_HOLD
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION

Voice
The total number of consultations that this agent had on hold where the consultations
were associated with customer interactions from this campaign, the agent was the
recipient of the consultation requests, and the interactions were transferred to or conferenced with the agent.
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.0.1
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RCV_WARM_HOLD
INTERNAL METRIC ID
USED IN REPORT(S)
A_CA_CONSULT_RCV_WARM_HOLD
None

CLASS
DESCRIPTION

Voice
The total number of consultations that agents had on hold where the consultations were
associated with customer interactions of this business attribute, the agents were the
recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RCV_WARM_HOLD
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RCV_WARM_HOLD
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of consultations distributed from this queue that
agents had on hold where the consultations were associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions
were transferred to or conferenced with the agents.
Queue Group Dimension: The total number of consultations distributed from queues
that belong to this queue group that agents had on hold where the consultations were
associated with customer interactions, the agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD
INTERNAL METRIC ID
QC_CONSULT_RCV_WARM_HOLD
USED IN REPORT(S)
None
299
GI2 Measures
Consult Received Warm Hold Time

CLASS
DESCRIPTION

Voice
The total amount time, in seconds, that agents had consultations on hold where the
interactions were associated with customer interactions of this business attribute, the
agents were the recipients of the consultation requests, and the interactions were transferred to or conferenced with the agents.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RCV_WARM_HOLD_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RCV_WARM_HOLD_TIME
None
Consult Received Warm Hold Time

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
300
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total amount time, in seconds, that agents had consultations
on hold where the interactions were distributed or pulled from this queue and associated with customer interactions, the agents were the recipients of the consultation
requests, and the interactions were transferred to or conferenced with the agents.
Queue Group Dimension: The total amount time, in seconds, that agents had consultations on hold where the interactions were distributed or pulled from queues that
belong to this queue group and associated with customer interactions, the agents were
the recipients of the consultation requests, and the interactions were transferred to or
conferenced with the agents.
AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME
INTERNAL METRIC ID
QC_CONSULT_RCV_WARM_HOLD_TIME
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
as a recipient in collaborations or consultations, including related hold durations, where
the collaborations/consultations were associated with customer interactions.
Agent Group Dimension: The total amount of time, in seconds, that agents who belong
to this agent group were engaged as a recipient in collaborations or consultations,
including related hold durations, where the collaborations/consultations were associated
was engaged as a recipient in collaborations or consultations, including related hold
durations, where the collaborations/consultations were distributed or pulled from this
queue and associated with customer interactions.
This measure is attributed to the interval in which the consult interaction is offered to the
receiving agent. Time begins when the consult interaction is received and ends when the
customer interaction is transferred to or conferenced with this agent. This measure
excludes alert (ring) and ACW (Wrap) durations associated with the consult interactions.
ALTERNATE?
No
AGGN FUNCTION
Sum
AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME
AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME
AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME
INTRODUCED IN
8.0.0
DISCONTINUED IN
N/A
INTERNAL METRIC ID
A_CONSULT_RCV_WARM_TIME
USED IN REPORT(S)
None

CLASS
DESCRIPTION

Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total amount of time, in seconds, that this agent was engaged as a recipient in
consult interactions, including related hold durations, where the consultations were
associated with customer interactions and this campaign.
Measurement begins when the consult interaction was established and ends when
the customer interaction is transferred or conferenced. This measure excludes alert
(ring) and ACW (Wrap) durations associated with the consult interactions.
AG2_AGENT_CAMPAIGN_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_AGENT_CAMPAIGN_[*].CONSULT_RCV_WARM_HOLD_TIME
INTERNAL METRIC ID
A_CA_CONSULT_RCV_WARM_TIME
USED IN REPORT(S)
None
301
GI2 Measures

CLASS
DESCRIPTION

Voice
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total amount of time, in seconds, that agents were engaged as a recipient in collaborations or consult interactions, including related hold durations, where the collaborations/consultations were associated with customer interactions that were assigned this
business attribute.
Measurement begins when the collaboration/consult interaction was established and
ends when the customer interaction is transferred or conferenced. This measure
excludes alert (ring) and ACW (Wrap) durations associated with the collaboration/
consultations.
AG2_ID_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_ID_[*].CONSULT_RCV_WARM_HOLD_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RCV_WARM_TIME
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents were engaged as
recipients in collaborations or consultations, including any related hold durations, where
the collaborations/consultations were distributed or pulled from this queue and directly
engaged as recipients in collaborations or consultations, including any related hold
durations, where the collaborations/consultations were distributed or pulled from queues
that belong to this queue group and the collaborations/consultations were directly associated with customer interactions.
This measure is attributed to the interval in which interactions entered the queue. Time
begins when the collaboration or consultation is accepted by the receiving agent and ends
when the customer interaction is transferred to or conferenced with the agent. This measure
excludes alert (ring) and ACW durations associated with the collaborations/consultations.
ALTERNATE?
No
AGGN FUNCTION
Sum
AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME +
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME
INTRODUCED IN
8.0.0
302
DISCONTINUED IN
N/A
INTERNAL METRIC ID
QC_CONSULT_RCV_WARM_TIME
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
Agent Dimension: The total number of times that this agent was in ACW (Wrap) state
following consultations that the agent requested and received, where the consultations
were associated with customer interactions, and the interactions were transferred to or
conferenced with the agent.
Agent Group Dimension: The total number of times that agents, who belong to this
agent group were in ACW state following consultations that the agents requested and
received, where the consultations were associated with customer interactions, and the
interactions were transferred to or conferenced with the agents.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The total number of times that this agent was in ACW
state following consultations that were distributed from this queue and that the agent
requested and received, where the consultations were associated with customer interactions and the interactions were transferred to or conferenced with the agent.
ACW that was associated with conferences, where the customer leaves the interactions
Internal contact center interactions, where interactions were transferred to the agents.
In common call-flow scenarios, this measure yields a value of zero.
ALTERNATE?
No
INTRODUCED IN
8.0.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP
AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP
AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_WRAP
INTERNAL METRIC ID
USED IN REPORT(S)
A_CONSULT_RCV_WARM_WRAP
None

CLASS
DESCRIPTION
Outbound
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
The total number of times that this agent was in ACW (Wrap) state following consultations that the agent requested and received, where the consultations were associated
with customer interactions that were associated with this campaign, and the interactions
were transferred to or conferenced with the agent.
ACW that was associated with conferences where the customer leaves the interactions
Internal contact center interactions where interactions were transferred to the agent.
In common call-flow scenarios, this measure yields a value of zero.
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RCV_WARM_WRAP
INTERNAL METRIC ID
A_CA_CONSULT_RCV_WARM_WRAP
USED IN REPORT(S)
None
303
GI2 Measures

CLASS
DESCRIPTION

Voice
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
The total number of consultations that agents received for which agents entered ACW
state where the consultations were associated with customer interactions of this attribute, and the interactions were transferred to or conferenced with the agents.
Note: In common call-flow scenarios, this measure yields a value of zero.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RCV_WARM_WRAP
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RCV_WARM_WRAP
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of consultations that agents received for which
agents entered ACW state where the consultations were distributed from this queue
and were associated with customer interactions, and the interactions were transferred
to or conferenced with the agents.
Queue Group Dimension: The total number of consultations that agents received for
which agents entered ACW state where the consultations were distributed from queues
that belong to this queue group and were associated with customer interactions, and
the interactions were transferred to or conferenced with the agents.
ALTERNATE?
No
INTRODUCED IN
8.1.0
304
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_RCV_WARM_WRAP
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_WRAP
INTERNAL METRIC ID
QC_CONSULT_RCV_WARM_WRAP
USED IN REPORT(S)
None
GI2 Measures
Consult Received Warm Wrap Time

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
Agent Dimension: The total amount of time, in seconds, that this agent spent in ACW
(Wrap) state following consultations that the agent requested and received, where the
consultations were associated with customer interactions that were transferred to or
conferenced with this agent.
Agent Group Dimension: The total amount of time, in seconds, that agents from this
agent group spent in ACW state following consultations that the agents requested and
received, where the consultations were associated with customer interactions that were
transferred to or conferenced with the agents.
MEASURE TYPE
Disposition
DATA TYPE
Number
spent in ACW state following consultations that the agent requested and received, where
the consultations were distributed from this queue and were associated with customer
interactions that were transferred to or conferenced with the agent.
ACW durations that were associated with conferences where the customer leaves the
interaction.
Internal interactions that were transferred to the agents.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP_TIME
AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME
AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_WRAP_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
A_CONSULT_RCV_WARM_WRAP_TIME
None

CLASS
DESCRIPTION
Outbound
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
The total amount of time, in seconds, that this agent spent in ACW (Wrap) state following
consultations that the agent requested and received, where the consultations were associated with customer interactions that were associated with this campaign, and the interactions were transferred to or conferenced with the agent.
ACW durations associated with conferences where the customer leaves the interactions
Internal contact center interactions where interactions were transferred to the agent.
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RCV_WARM_WRAP_TIME
INTERNAL METRIC ID
A_CA_CONSULT_RCV_WARM_WRAP_TIME
USED IN REPORT(S)
None
305
GI2 Measures

CLASS
DESCRIPTION

Voice
Logical
MEASURE TYPE
Disposition
DATA TYPE
Number
The total amount of time, in seconds, that agents spent in ACW state following consultations that the agents requested and received, where the consultations were associated
with customer interactions that were assigned this business attribute and the interactions were transferred to or conferenced with the agents.
ACW durations that were associated with conferences, where the customer leaves the
interactions.
Internal contact center interactions where interactions were transferred to the agents.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RCV_WARM_WRAP_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RCV_WARM_WRAP_TIME
None

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents spent in ACW
(Wrap) state following consultations that the agents requested and received, where the
consultations were distributed from this queue and associated with customer interactions, and the interactions were transferred to or conferenced with the agents.
Queue Group Dimension: The total amount of time, in seconds, that agents spent in
ACW state following consultations that the agents requested and received, where the
consultations were distributed from queues that belong to this queue group and were
associated with customer interactions, and the interactions were transferred to or conferenced with the agents.
ACW durations that were associated with conferences, where the customer leaves the
interactions.
Internal interactions that were transferred to the agents.
ALTERNATE?
No
INTRODUCED IN
8.0.0
306
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_RCV_WARM_WRAP_TIME
AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME
INTERNAL METRIC ID
QC_CONSULT_RECEIVED_WARM_WRAP_TIME
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
after requests for simple consultation that the agent accepted where the consultations
agent group were in ACW state after requests for simple consultation that they
accepted where the consultations were associated with customer interactions.
state after requests for simple consultation that the agent accepted and that were distributed from this queue where the consultations were associated with customer interactions.
AG2_AGENT_[*].CONSULT_RECEIVED_WRAP
AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP
AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_WRAP
INTERNAL METRIC ID
USED IN REPORT(S)
A_CONSULT_RECEIVED_WRAP
None

CLASS
DESCRIPTION

Voice
The total number of times that this agent was in ACW (Wrap) state after requests for
simple consultation that the agent accepted where the consultations were associated
with customer interactions that were sourced from this campaign.
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.1
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RECEIVED_WRAP
INTERNAL METRIC ID
A_CA_CONSULT_RECEIVED_WRAP
USED IN REPORT(S)
None

CLASS
DESCRIPTION

Voice
The total number of simple consultations for which agents entered ACW state where the
consultations were associated with customer interactions of this business attribute and
the agents were the recipients of the consultation requests.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_WRAP
INTERNAL METRIC ID
T_CONSULT_RECEIVED_WRAP
USED IN REPORT(S)
None
307
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of simple consultations for which agents entered
ACW state where the consultations were distributed or pulled from this queue and
associated with customer interactions and the agents were the recipients of the consultation requests.
Queue Group Dimension: The total number of collaborations or simple consultations
for which agents entered ACW state where the interactions were distributed or pulled
from queues that belong to this queue group and associated with customer interactions
and the agents were the recipients of the consultation requests.
AG2_QUEUE_[*].CONSULT_RECEIVED_WRAP
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_WRAP
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_WRAP
None

CLASS
DESCRIPTION
Agent\Activity
Voice
Base
Agent Dimension: The total amount of time, in seconds, that this agent was in ACW
(Wrap) state after simple consultations that the agent accepted, where the consultations
were associated with customer calls.
to this agent group were in ACW state after simple consultations that the agents
accepted, where the consultations were associated with customer calls.
MEASURE TYPE
Disposition
DATA TYPE
Number
spent in ACW state after simple consultations that the agent accepted, where the consultations were distributed from this queue and were associated with customer calls.
This duration does not stop if the agents received or made calls while in ACW state. This
measure is attributed to the interval in which this agent was offered the consult interaction
for which ACW was invoked.
Note: This measure was previously named Consult ACW Time and captured ACW
durations that are associated with both warm and simple received consultations.
ALTERNATE?
No
INTRODUCED IN
7.6.0
308
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME
AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP_TIME
AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_WRAP_TIME
INTERNAL METRIC ID
A_CONSULT_RECEIVED_WRAP_TIME
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Outbound
The total amount of time, in seconds, that this agent spent in ACW (Wrap) state after
requests for simple consultation that the agent accepted, where the consultations were
associated with customer interactions that were sourced from this campaign.
Voice
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].CONSULT_RECEIVED_WRAP_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
A_CA_CONSULT_RECEIVED_WRAP_TIME
None

CLASS
DESCRIPTION

Voice
The total amount of time, in seconds, that agents spent in ACW (Wrap) state after
consult calls that the agents accepted, where the consultations were associated with
customer interactions that were assigned this business attribute.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RECEIVED_WRAP_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
T_CONSULT_RECEIVED_WRAP_TIME
None

CLASS
DESCRIPTION
Voice
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
The total amount of time, in seconds, that this agent spent in ACW (Wrap) state within the
interval after requests for consultations that the agent accepted.
Note: This measure was previously named Consult ACW Time.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME
INTERNAL METRIC ID
IA_CONSULT_RECEIVED_WRAP_TIME
USED IN REPORT(S)
None
309
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents were in ACW
(Wrap) state after simple consultations that the agents accepted, where the consultations
were distributed from this queue and were associated with customer interactions.
Queue Group Dimension: The total amount of time, in seconds, that agents were in
ACW state, after simple consultations that the agents accepted, where the consultations
were distributed from queues that belong to this queue group and were associated with
Note: This measure was previously named Consult ACW Time and captured ACW durations associated with both warm and simple received consultations.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_RECEIVED_WRAP_TIME
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_WRAP_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_RECEIVED_WRAP_TIME
None
Consult Redirected
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
310
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that collaborations or simple consult
interactions entered this queue, rang at a routing target, and were redirected upon no
acceptance/answer by an agent.
Queue Group Dimension: The total number of times that collaborations or simple consult interactions entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent.
AG2_QUEUE_[*].CONSULT_REDIRECTED
AG2_QUEUE_GRP_[*].CONSULT_REDIRECTED
INTERNAL METRIC ID
QC_CONSULT_REDIRECTED
USED IN REPORT(S)
GI2 Measures
Consult Responses
CLASS
DESCRIPTION
Agent\Activity
All (except Chat)

Base
Agent Dimension: For e-mail, the total number of collaboration replies that were
initiated by this agent.
Agent Group Dimension: For e-mail, the total number of collaboration replies that
were initiated by agents who belong to this agent group.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: For e-mail, the total number of collaboration replies
that were initiated by this agent for customer interactions that were distributed from this
queue.
For voice, this measure is the same as Activity\Consult Received Accepted.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].CONSULT_RESPONSES
AG2_AGENT_GRP_[*].CONSULT_RESPONSES
AG2_AGENT_QUEUE_[*].CONSULT_RESPONSES
INTERNAL METRIC ID
A_CONSULT_RESPONSES
USED IN REPORT(S)
Consult Responses
CLASS
DESCRIPTION

All (except Chat)
For e-mail, the total number of collaboration replies that were initiated within the
contact center. For voice, this measure is the same as BA Consults\Consult Received
Accepted.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].CONSULT_RESPONSES
INTERNAL METRIC ID
T_CONSULT_RESPONSES
USED IN REPORT(S)
None
311
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that consult interactions entered this
queue and were subsequently routed either to other mediation DNs or to unmonitored
resources.
Queue Group Dimension: The total number of times that consult interactions entered
queues that belong to this queue group and were subsequently routed either to other
mediation DNs or to unmonitored resources.
AG2_QUEUE_[*].CONSULT_ROUTED_OTHER
AG2_QUEUE_GRP_[*].CONSULT_ROUTED_OTHER
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ROUTED_OTHER
Consult Short Abandoned Waiting

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that requests for consultation entered
this queue and were abandoned within the short-abandoned threshold where the consultations were associated with customer interactions.
Queue Group Dimension: The total number of times that requests for consultation
entered queues that belong to this queue group and were abandoned within the shortabandoned threshold where the consultations were associated with customer interactions.
The count excludes collaborations and consultations that were abandoned after distribution.
ALTERNATE?
No
INTRODUCED IN
8.0.1
312
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_*.CONSULT_ABANDONED_SHORT
AG2_QUEUE_GRP_*.CONSULT_ABANDONED_SHORT
INTERNAL METRIC ID
QC_CONSULT_ABANDONED_SHORT
USED IN REPORT(S)
GI2 Measures
Consult Short Abandoned Waiting 80

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that requests for consultation entered
this queue and were abandoned within the short-abandoned threshold where the consultations were associated with customer interactions.
Queue Group Dimension: The total number of times that requests for consultation
entered queues that belong to this queue group and were abandoned within the shortabandoned threshold where the consultations were associated with customer interactions.
The count excludes collaborations and consultations that were abandoned after distribution.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_*.CONSULT_ABANDONED_SHORT_80
AG2_QUEUE_GRP_*.CONSULT_ABANDONED_SHORT_80
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ABANDONED_SHORT_80
None
Consult Standard Abandoned Waiting

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of simple consult interactions that entered this
queue and were abandoned or dropped for any reason beyond the short-abandoned
threshold and before the consultations could be established.
Queue Group Dimension: The total number of simple consult interactions that entered
queues that belong to this queue group and were abandoned or dropped for any reason
beyond the short-abandoned threshold and before the consultations could be established.
This measure excludes consultations that were abandoned while they were alerting at a
handling resource.
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ABANDONED_STANDARD
AG2_QUEUE_GRP_[*].CONSULT_ABANDONED_STANDARD
INTERNAL METRIC ID
QC_CONSULT_ABANDONED_STANDARD
USED IN REPORT(S)
313
GI2 Measures
Consult Standard Abandoned Waiting 80

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of simple consult interactions that entered this
queue and were abandoned or dropped for any reason beyond the short-abandoned
threshold and before the consultations could be established.
Queue Group Dimension: The total number of simple consult interactions that entered
beyond the short-abandoned threshold and before the consultations could be established.
This measure excludes consultations that were abandoned while they were alerting at a
handling resource.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].CONSULT_ABANDONED_STANDARD_80
AG2_QUEUE_GRP_[*].CONSULT_ABANDONED_STANDARD_80
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ABANDONED_STANDARD_80
None
Consult Standard Abandoned Waiting Time

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that is associated with simple
consult interactions that entered this queue and were abandoned by the agent or
dropped for any reason before the consultations could be established.
Queue Group Dimension: The total amount of time, in seconds, that is associated
with simple consult interactions that entered queues that belong to this queue group
and were abandoned by the agent or dropped for any reason before the consultations
could be established.
The duration starts when the consultation enters the queue and ends when the consultation is abandoned or dropped, but only after the short-abandoned threshold has elapsed.
This measure also excludes the time that is associated with consultations that were
abandoned while they were alerting at a handling resource.
ALTERNATE?
No
INTRODUCED IN
8.1.0
314
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ABN_STANDARD_TIME
AG2_QUEUE_GRP_[*].CONSULT_ABN_STANDARD_TIME
INTERNAL METRIC ID
QC_CONSULT_ABANDONED_STANDARD_TIME
USED IN REPORT(S)
None
GI2 Measures
Consult Standard Abandoned Waiting Time 80

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
Queue Dimension: The total amount of time, in seconds, that is associated with simple
consult interactions that entered this queue and were abandoned by the agent or
dropped for any reason before the consultations could be established.
with simple consult interactions that entered queues that belong to this queue group
and were abandoned by the agent or dropped for any reason before the consultations
could be established.
MEASURE TYPE
Disposition
DATA TYPE
Number
The duration starts when the consultation enters the queue and ends when the consultation is abandoned or dropped, but only after the short-abandoned threshold has elapsed.
This measure also excludes the time that is associated with consultations that were
abandoned while they were alerting at a handling resource.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].CONSULT_ABN_STANDARD_TIME_80
AG2_QUEUE_GRP_[*].CONSULT_ABN_STANDARD_TIME_80
INTERNAL METRIC ID
USED IN REPORT(S)
QC_CONSULT_ABANDONED_STANDARD_TIME_80
None
Consult Stuck
CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
cleared from this virtual queue, workbin, or interaction queue because they were identified as being stuck (that is, having a technical result of StuckCall).
were cleared from virtual queues, workbins, or interaction queues that belong to this
queue group because the interactions were identified as being stuck (that is, having a
technical result of StuckCall).
Note: Interactions can be cleared for other reasons. Refer to the Cleared Queue measure for a listing of these reasons.
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_CLEARED_STUCK
AG2_QUEUE_GRP_[*].CONSULT_CLEARED_STUCK
INTERNAL METRIC ID
QC_CLEARED_STUCK
USED IN REPORT(S)
315
GI2 Measures
Consult Transfer Initiated Agent

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The total number of times that agents transferred simple consult
interactions that were distributed or pulled from this queue.
Queue Group Dimension: The total number of times that agents transferred simple
consult interactions that were distributed or pulled from queues that belong to this
queue group.
AG2_QUEUE_[*].CONSULT_TRANSFER_INIT_AGENT
AG2_QUEUE_GRP_[*].CONSULT_TRANSFER_INIT_AGENT
INTERNAL METRIC ID
QC_CONSULT_TRANSFER_INIT_AGENT
USED IN REPORT(S)
None
CPD
CLASS
DESCRIPTION

The total number of contact attempts that were initiated during this reporting interval
in which call-progress detection was performed.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CPD
INTERNAL METRIC ID
CA_CPD
USED IN REPORT(S)
None
CPD Dial
CLASS
DESCRIPTION
The total number of dialing events for which the CPD Server provided dial duration.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
316
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CPD_DIAL
INTERNAL METRIC ID
CA_CPD_DIAL
USED IN REPORT(S)
None
GI2 Measures
CPD Dial Time

CLASS
DESCRIPTION

Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
The total dial duration, in milliseconds, of OCS-initiated calls, measured from the
moment at which dialing was initiated to the moment at which either the dialed call
was established by the contacted party or it was abandoned or released.
Note: Dial duration for established calls is available only when the CPD Server is
used for dialing.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CPD_DIAL_TIME_MS
INTERNAL METRIC ID
USED IN REPORT(S)
CA_CPD_DIAL_TIME_MS
None
CPD Time
CLASS
DESCRIPTION

Voice
The total duration, in milliseconds, of call-progress detection for contact attempts

that were initiated during this reporting interval measured from the moment at which
the call was established to the moment at which CPD completed.
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CPD_TIME_MS
INTERNAL METRIC ID
USED IN REPORT(S)
CA_CPD_TIME_MS
None
CPD Transfer
CLASS
DESCRIPTION

The total number of transfers that were used to deliver calls from the point of callprogress detection to agents or IVR.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].CPD_TRANSFER
INTERNAL METRIC ID
CA_CPD_TRANSFER
USED IN REPORT(S)
None
317
GI2 Measures
CPD Transfer Time

CLASS
DESCRIPTION

Voice
The total duration, in milliseconds, of CPD transfers that were completed during the
reporting interval measured from the moment at which call-progress detection completed to the moment at which the contact attempts were established on the agents
or IVR DN.
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
AG2_CAMPAIGN_[*].CPD_TRANSFER_TIME_MS
INTERNAL METRIC ID
CA_CPD_TRANSFER_TIME_MS
USED IN REPORT(S)
None
Customer Alert Time

CLASS
DESCRIPTION
All
Base
MEASURE TYPE
Detail
DATA TYPE
Number
For voice interactions, the number of seconds that the interaction was ringing at the
resource during a voice handling attempt while a customer was present.
For multimedia interactions, the number of seconds that the customer-related interaction
was alerting at the resource during an interaction handling attempt. For e-mail interactions,
this measure includes agent's handling of an inbound e-mail from a customer or an internal
e-mail from another agent, or handling a reply e-mail back to the customer. This measure
excludes handling a collaboration, whether on the initiating or receiving side.
Note: This measure was previously named Customer Ring Time.
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION
INTERNAL METRIC ID
IRF_CUSTOMER_RING_DURATION
USED IN REPORT(S)
Customer Dial Time

CLASS
DESCRIPTION
Voice
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
318
The number of seconds that the IRF resource spent initiating an outbound, customerrelated interaction. The duration starts when the dialing event is sent, includes the
mediation time that the initiator incurs while waiting for the target resource to connect, and
ends when the call is either established or terminated on no answer. Initiated consultations
are excluded from consideration.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_DIAL_DURATION
INTERNAL METRIC ID
IRF_CUSTOMER_DIAL_DURATION
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION
All
Base
MEASURE TYPE
Detail
DATA TYPE
Number
The number of seconds that the agent processed a customer-related interaction at this
resource during an interaction handling attempt. This measure includes internal interactions.
For synchronous interactions, this is the time that the agent spent interacting with a
customer. The duration includes talk duration of conferenced interactions.
For asynchronous interactions, this is the time that the agent spent handling an inbound
interaction from a customer, handling an internal interaction from another agent, or handling a reply interaction back to the customer.
This duration excludes consultations and collaborations, whether they were initiated or
received.
Note: This measure was previously named Customer Talk Time.
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION
INTERNAL METRIC ID
IRF_CUSTOMER_TALK_DURATION
USED IN REPORT(S)

CLASS
DESCRIPTION
The sum of the Customer Engage Time, Customer Hold Time, and Customer Wrap Time
measures in the Handling Attempt class.
All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION +
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION +
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION
INTERNAL METRIC ID
IRF_CUSTOMER_HANDLE_TIME
USED IN REPORT(S)
Customer Hold Time

CLASS
DESCRIPTION
Voice
The number of seconds that the agent had the customer on hold. This measure excludes
hold durations that are associated with initiated or received consultations but includes hold
duration of conferenced interactions.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION
INTERNAL METRIC ID
IRF_CUSTOMER_HOLD_DURATION
USED IN REPORT(S)
319
GI2 Measures
Customer Wrap Time

CLASS
DESCRIPTION
Voice
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
The number of seconds that the resource was in interaction-related ACW (Wrap) state that
pertained to this customer voice-interaction resource. The duration excludes ACW
duration that is associated with received consultations.
Note: This measure was previously named Customer ACW Time.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IRF_CUSTOMER_ACW_DURATION
USED IN REPORT(S)
Detail 1
CLASS
DESCRIPTION
Detail\..\Flow User Data Example

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The value of the attached data for a particular interaction whose key is
CustomData1 key.
Note: CustomData1 is the name of the user data key that is defined in the sample
SQL script (make_gim_UDE_template.sql) deployed during Genesys Info Mart
installation. Refer to the Genesys Info Mart Deployment Guide for more information.
IRF_USER_DATA_CUST_1.CUSTOM_DATA_1
INTERNAL METRIC ID
@IF_DETAIL_1
USED IN REPORT(S)
None
Detail 1
CLASS
DESCRIPTION
Detail\..\Handling User Data Example

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
320
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData1 key.
INTERNAL METRIC ID
@IRF_DETAIL_1
USED IN REPORT(S)
None
GI2 Measures
Detail 2
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
DATA TYPE
Detail
Character
ALTERNATE?
AGGN FUNCTION
No
None
INTRODUCED IN
DISCONTINUED IN
8.1.1
N/A
CustomData2 key.
Note: CustomData2 is the name of the user data key that is defined in the sample SQL script (make_gim_UDE_template.sql) deployed during Genesys Info
Mart installation. Refer to the Genesys Info Mart Deployment Guide for more
information.
INTERNAL METRIC ID
@IF_DETAIL_2
USED IN REPORT(S)
None
Detail 2
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
DATA TYPE
Detail
Character
ALTERNATE?
AGGN FUNCTION
No
None
INTRODUCED IN
DISCONTINUED IN
8.1.1
N/A
CustomData2 key.
information.
INTERNAL METRIC ID
@IRF_DETAIL_2
USED IN REPORT(S)
None
Detail 3
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData3 key.
INTERNAL METRIC ID
@IF_DETAIL_3
USED IN REPORT(S)
None
321
GI2 Measures
Detail 3
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData3 key.
INTERNAL METRIC ID
@IRF_DETAIL_3
USED IN REPORT(S)
None
Detail 4
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData4 key.
INTERNAL METRIC ID
@IF_DETAIL_4
USED IN REPORT(S)
None
Detail 4
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
322
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData4 key.
INTERNAL METRIC ID
@IRF_DETAIL_4
USED IN REPORT(S)
None
GI2 Measures
Detail 5
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData5 key.
INTERNAL METRIC ID
@IF_DETAIL_5
USED IN REPORT(S)
None
Detail 5
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData5 key.
INTERNAL METRIC ID
@IRF_DETAIL_5
USED IN REPORT(S)
None
Detail 6
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData6 key.
INTERNAL METRIC ID
@IF_DETAIL_6
USED IN REPORT(S)
None
323
GI2 Measures
Detail 6
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData6 key.
INTERNAL METRIC ID
@IRF_DETAIL_6
USED IN REPORT(S)
None
Detail 7
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData7 key.
INTERNAL METRIC ID
@IF_DETAIL_7
USED IN REPORT(S)
None
Detail 7
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
324
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData7 key.
INTERNAL METRIC ID
@IRF_DETAIL_7
USED IN REPORT(S)
None
GI2 Measures
Detail 8
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData8 key.
INTERNAL METRIC ID
@IF_DETAIL_8
USED IN REPORT(S)
None
Detail 8
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData8 key.
INTERNAL METRIC ID
@IRF_DETAIL_8
USED IN REPORT(S)
None
Detail 9
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData9 key.
INTERNAL METRIC ID
@IF_DETAIL_9
USED IN REPORT(S)
None
325
GI2 Measures
Detail 9
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData9 key.
INTERNAL METRIC ID
@IRF_DETAIL_9
USED IN REPORT(S)
None
Detail 10
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData10 key.
information.
INTERNAL METRIC ID
@IF_DETAIL_10
USED IN REPORT(S)
None
Detail 10
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
326
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData10 key.
information.
INTERNAL METRIC ID
@IRF_DETAIL_10
USED IN REPORT(S)
None
GI2 Measures
Detail 11
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
Character
AGGN FUNCTION
No
INTRODUCED IN
None
DISCONTINUED IN
8.1.1
N/A
CustomData11 key.
information.
INTERNAL METRIC ID
@IF_DETAIL_11
USED IN REPORT(S)
None
Detail 11
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
Character
AGGN FUNCTION
No
INTRODUCED IN
None
DISCONTINUED IN
8.1.1
N/A
CustomData11 key.
information.
INTERNAL METRIC ID
@IRF_DETAIL_11
USED IN REPORT(S)
None
Detail 12
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData12 key.
INTERNAL METRIC ID
@IF_DETAIL_12
USED IN REPORT(S)
None
327
GI2 Measures
Detail 12
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData12 key.
INTERNAL METRIC ID
@IRF_DETAIL_12
USED IN REPORT(S)
None
Detail 13
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData13 key.
INTERNAL METRIC ID
@IF_DETAIL_13
USED IN REPORT(S)
None
Detail 13
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
328
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData13 key.
INTERNAL METRIC ID
@IRF_DETAIL_13
USED IN REPORT(S)
None
GI2 Measures
Detail 14
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData14 key.
INTERNAL METRIC ID
@IF_DETAIL_14
USED IN REPORT(S)
None
Detail 14
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData14 key.
INTERNAL METRIC ID
@IRF_DETAIL_14
USED IN REPORT(S)
None
Detail 15
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData15 key.
information.
INTERNAL METRIC ID
@IF_DETAIL_15
USED IN REPORT(S)
None
329
GI2 Measures
Detail 15
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData15 key.
information.
INTERNAL METRIC ID
@IRF_DETAIL_15
USED IN REPORT(S)
None
Detail 16
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData16 key.
information.
INTERNAL METRIC ID
@IF_DETAIL_16
USED IN REPORT(S)
None
Detail 16
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
330
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
CustomData16 key.
information.
INTERNAL METRIC ID
@IRF_DETAIL_16
USED IN REPORT(S)
None
GI2 Measures
Dial Dropped
CLASS
DESCRIPTION

Voice
The total number of times attributed to the interval that the system detected a call
drop during contact attempts made from this campaign (CALL_RESULT_CODE=
'CALL_DROP_ERROR').
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
AG2_CAMPAIGN_[*].DIAL_DROPPED
DISCONTINUED IN
8.0.1
INTERNAL METRIC ID
N/A
CA_DIAL_DROPPED
USED IN REPORT(S)
Dial Made
CLASS
DESCRIPTION
The total number of contact attempts made by this campaign within the interval.
Voice
N/A
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.1
N/A
AG2_CAMPAIGN_[*].DIAL_MADE
INTERNAL METRIC ID
CA_DIAL_MADE
USED IN REPORT(S)
None
Distribute Time
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Dimension: The time, in seconds, from the moment at which customer interactions or warm consultations entered this queue to the moment at which they were distributed or pulled from this queue.
Queue Group Dimension: The time, in seconds, from the moment at which customer
interactions or warm consultations entered queues that belong to this queue group to
the moment at which they were distributed or pulled from the queues.
AG2_QUEUE_[*].DISTRIBUTED_TIME
AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME
INTERNAL METRIC ID
Q_DISTRIBUTED_TIME
USED IN REPORT(S)
None
331
GI2 Measures
Distribute Time
CLASS
DESCRIPTION
The sum of customer and consult Distribute Time measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
Refer to the Distribute Time and Consult Distribute Time Queue measures.
DISCONTINUED IN
8.1.0
INTERNAL METRIC ID
N/A
USED IN REPORT(S)
Q_DISTRIBUTED_TIME_CC
None
Distributed
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
warm consultations were distributed or pulled from this queue.
established warm consultations were distributed or pulled from queues that belong to
this queue group.
Distribution includes the interactions that were:
MEASURE TYPE
Disposition
DATA TYPE
Number
Distributed to another queue.

Distributed to an unmonitored resource.
Accepted, answered, or pulled.
Rejected/redirected upon no answer.
Abandoned by the customer while they were alerting at the agent.
If the interaction passes through more than one queue before it was distributed, the count
is increased only for that device from which the interaction was distributed or pulled.
Note: This measure was previously named Calls Distributed.
ALTERNATE?
No
INTRODUCED IN
7.6.0
332
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].DISTRIBUTED_
AG2_QUEUE_GRP_[*].DISTRIBUTED_
INTERNAL METRIC ID
Q_DISTRIBUTED_
USED IN REPORT(S)

GI2 Measures
Distributed
CLASS
DESCRIPTION
The sum of customer and consult Distributed measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
Refer to the Distributed and Consult Distributed Queue measures.

INTERNAL METRIC ID
N/A
Q_DISTRIBUTED_CC
USED IN REPORT(S)
Do Not Call
CLASS
DESCRIPTION

Voice
N/A
MEASURE TYPE
DATA TYPE
Disposition
The total number of times attributed to the interval that the call result of this contact
attempt was Do Not Call (CALL_RESULT_CODE='DO_NOT_CALL').
Note: This measure, as well as Canceled, is counted simultaneously with other
Outbound call results, such as Answered, Wrong Party, No Answer, No Port Available, and Busy.
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.1
N/A
AG2_CAMPAIGN_[*].DO_NOT_CALL
INTERNAL METRIC ID
USED IN REPORT(S)
CA_DO_NOT_CALL
None
Duration
CLASS
DESCRIPTION
Detail\Flow
This measure gathers durations from two tables:
All
Base
MEASURE TYPE
Detail
DATA TYPE
Number
MEDIATION_SEGMENT_FACT (MSF), measuring mediation segments

INTERACTION_RESOURCE_FACT (IRF), measuring interaction handling attempts
From MSF, this duration represents the time, in seconds, from when the interaction
entered the queue until the interaction reached the handling resource after distribution
from the queue. If the interaction is abandoned or cleared, total duration equals queue
duration, which ends when the interaction left the queue.
From IRF, this duration represents the time, in seconds from the moment at which the
interaction reaches the handling resources DN (including ring time) to the moment at
which the handling resource disconnects or when ACW for the interaction ends.
ALTERNATE?
No
AGGN FUNCTION
None
FILTERED_V_INTERACTION_FACT.TOTAL_DURATION
where this column represents a qualified union of select rows from the
INTERACTION_RESOURCE_FACT and MEDIATION_SEGMENT_FACT tables.
INTRODUCED IN
7.6.2
Universe Guide
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IF_TIME
USED IN REPORT(S)
333
GI2 Measures
Duration
CLASS
DESCRIPTION
Detail\..\Ixn State
The difference, in seconds, between the beginning and end of the agents interactionrelated state.
All
Base
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
IXN_RESOURCE_STATE_FACT_GI2.END_TS
IXN_RESOURCE_STATE_FACT_GI2.START_TS
None
DISCONTINUED IN
8.0.0
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
IRSF_DURATION
Duration
CLASS
DESCRIPTION
Detail\..\State
The difference, in seconds, between the beginning and end of the agents state.
All
Note: This measure was previously named State Time Detail.
N/A
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.0.0
334
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
SM_RES_STATE_FACT_GI2.TOTAL_DURATION
INTERNAL METRIC ID
STATE_DURATION
USED IN REPORT(S)

GI2 Measures
Engage Time
CLASS
DESCRIPTION
Agent\Activity
All
Base
with customers on interactions that the agent received.
belong to this agent group were engaged with customers on interactions that the
agents received.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: For interactions that were distributed or pulled from
this queue, the total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received.
This measure excludes other interaction-related durations, such as hold time, ACW
(Wrap) time, alert (ring) time, and time that is spent in collaboration or consultation.
Note: This measure was previously named Talk Time.
AG2_AGENT_[*].ENGAGE_TIME
AG2_AGENT_GRP_[*].ENGAGE_TIME
AG2_AGENT_QUEUE_[*].ENGAGE_TIME
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
INTERNAL METRIC ID
A_ENGAGE_TIME
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Engage Time
CLASS
DESCRIPTION

Voice
The total amount of time, in seconds, that this agent was engaged with customers
for interactions that were associated with this campaign. This measure excludes
engagement time that is associated with simple consultations and other interactionrelated durations, such as hold time, ACW (Wrap) time, and alert (ring) time.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].ENGAGE_TIME
INTERNAL METRIC ID
A_CA_ENGAGE_TIME
USED IN REPORT(S)
335
GI2 Measures
Engage Time
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
7.6.0
N/A
The total amount of time, in seconds, that agents were engaged with customers for
interactions that were assigned this business attribute. This measure excludes
engagement time that is associated with collaborations, simple consultations, and
other interaction-related durations, such as hold time, ACW (Wrap) time, and alert
(ring) time.
AG2_ID_[*].ENGAGE_TIME
INTERNAL METRIC ID
T_ENGAGE_TIME
USED IN REPORT(S)
None
Engage Time
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: For customer interactions that were distributed or pulled from this
queue, the total amount of time, in seconds, that agents were engaged with customers.
Queue Group Dimension: For customer interactions that were distributed or pulled
from queues that belong to this queue group, the total amount of time, in seconds, that
agents were engaged with customers.
This measure excludes other interaction-related durations, such as hold time, ACW
(Wrap) time, alert (ring) time and the time that is associated with consultations and collaborations that the agent received.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ENGAGE_TIME
AG2_QUEUE_GRP_[*].ENGAGE_TIME
INTERNAL METRIC ID
Q_ENGAGE_TIME
USED IN REPORT(S)
Engage Time
CLASS
DESCRIPTION
The sum of customer and consult Engage Time measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
336
DATA TYPE
Number
AGGN FUNCTION
Refer to the Engage Time, Consult Received Engage Time, and Consult Received
Engage Warm Time Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ENGAGE_TIME_CC
USED IN REPORT(S)
None
GI2 Measures
Engage Time
CLASS
DESCRIPTION
The total amount of time, in seconds, that this agent was engaged with customers on interactions that the agent received within the interval or within a prior interval and ensued in
this interval. This measure might include engagement time for interactions that the agent
made or received while in the Not Ready or ACW (Wrap) states (if the underlying ICON
application supplying data to Genesys Info Mart is configured appropriately.) This measure
excludes engagement time that is associated with collaborations, consultations, and other
interaction-related durations, such as hold time, ACW time, and alert (ring) time.
All
MEASURE TYPE
Interval
DATA TYPE
Number

ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
AG2_I_AGENT_[*].ENGAGE_TIME
INTERNAL METRIC ID
N/A
IA_ENGAGE_TIME
USED IN REPORT(S)

Entered
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of customer interactions that entered or began within the contact center and were assigned this business attribute. This count includes abandoned interactions.
Note: This measure was previously named Calls Entered.
AG2_ID_[*].ENTERED
INTERNAL METRIC ID
T_ENTERED
USED IN REPORT(S)

337
GI2 Measures
Entered
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
warm consultations entered this queue.
established warm consultations entered queues that belong to this queue group.
If the same interaction enters this queue more than once, this measure counts each
entrance separately.
Note: This measure was previously named Calls Entered.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ENTERED
AG2_QUEUE_GRP_[*].ENTERED
INTERNAL METRIC ID
Q_ENTERED
USED IN REPORT(S)
Entered
CLASS
DESCRIPTION
Queue\Q Customer &

Consults
The sum of customer and consult Entered measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Entered and Consult Entered Queue measures.

INTERNAL METRIC ID
Q_ENTERED_CC
USED IN REPORT(S)
Entered Thread
CLASS
DESCRIPTION

All
The total number of unique threads of customer interactions of this business attribute
that entered or began within the contact center. This measure is attributed to the first
interval of the thread.
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
338
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ENTERED_THREAD
INTERNAL METRIC ID
T_ENTERED_THREAD
USED IN REPORT(S)
GI2 Measures
Entered with Actionability

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
Number
AGGN FUNCTION
No
INTRODUCED IN
DATA TYPE
Disposition
ALTERNATE?
The total score, assigned to interactions of this business attribute, that measures the
degree to which interactions required agent attention.
Sum
DISCONTINUED IN
8.1.1
N/A
AG2_ID_[*].ACTIONABILITY_ENTERED
INTERNAL METRIC ID
@T_ACTIONABILITY_ENTERED
USED IN REPORT(S)
None
Entered with Influence

CLASS
DESCRIPTION

All
N/A
MEASURE TYPE
The total number of times that influence scores were recorded for customer interactions of this business attribute.
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.1
N/A
AG2_ID_[*].INFLUENCE_ENTERED
INTERNAL METRIC ID
@T_INFLUENCE_ENTERED
USED IN REPORT(S)
None

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.2
Universe Guide
The total number of customer interactions that entered or began within the contact
center, were assigned this business attribute, and either had a baseline service
objective or a response threshold (defined in the [agg-gim-thld-QUEUE-IXN] section)
that was greater than zero.
Note: This measure was previously named Calls Entered with Objective.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].ENTERED_OBJ_RES
INTERNAL METRIC ID
T_ENTERED_OBJ_RES
USED IN REPORT(S)

339
GI2 Measures
Entered with Revenue

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
center, were assigned this business attribute, and had associated revenue.
Note: Unlike Entered with Satisfaction, this measure never yields results that are
greater than the total number of interactions that entered or began within the contact
center. If more than one agent handled the same interaction, revenue is attributed to
the first-handling agent only.
AG2_ID_[*].REVENUE_ENTERED
INTERNAL METRIC ID
T_REVENUE_ENTERED
USED IN REPORT(S)
None
Entered with Satisfaction

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
The total number of times that customer-satisfaction scores were recorded for customer interactions of this business attribute.
Note: This measure might yield results that are greater than the total number of interactions that entered or began within the contact center if customer satisfaction scores
were attributed more than once to the same interaction.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].SATISFACTION_ENTERED
INTERNAL METRIC ID
T_SATISFACTION_ENTERED
USED IN REPORT(S)
None
Entered with Sentiment

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
340
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that sentiment scores were recorded for customer interactions of this business attribute.
Note: This measure might yield results that are greater than the total number of interactions that entered or began within the contact center if sentiment scores were attributed more than once to the same interaction.
AG2_ID_[*].SENTIMENT_ENTERED
INTERNAL METRIC ID
@T_SENTIMENT_ENTERED
USED IN REPORT(S)
None
GI2 Measures
Fax Modem Detected

CLASS
DESCRIPTION

Voice
The total number of times attributed to the interval that the system detected a fax
machine for contact attempts made by this campaign
(CALL_RESULT_CODE='FAX_DETECTED').
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].FAXMODEM_DETECT
INTERNAL METRIC ID
USED IN REPORT(S)
CA_FAXMODEM_DETECT
Finish No Response Time

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
The total duration, in seconds, of completed customer interactions that were

assigned this business attribute for which no response (excluding acknowledgements) was sent to the customer. This duration starts from the moment at which the
interaction enters or begins within the contact center and ends when all legs of the
interaction (for example, collaborations/consultations, transfers, and conferences)
have ended.
Sum
DISCONTINUED IN
8.0.0
N/A
Refer to the Finish Time and Finish Response Time Business Attribute measures.
INTERNAL METRIC ID
USED IN REPORT(S)
T_FINISH_NO_RESPONSE_TIME
None
Finish Response Time

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total duration, in seconds, of completed customer interactions that were

assigned this business attribute and for which non-acknowledgement responses
were sent by the system. The responses can be auto-responses that are generated
by system handling resources or responses that are generated by agents. (For synchronous media, a response is counted upon acceptance of the interaction.) This
duration includes the entire lifespan of the interaction: processing, queueing, and
handling.
AG2_ID_[*].FINISH_RESPONSE_TIME
INTERNAL METRIC ID
T_FINISH_RESPONSE_TIME
USED IN REPORT(S)
341
GI2 Measures
Finish Time
CLASS
DESCRIPTION

All
The total amount of time, in seconds, that it took to complete customer interactions
that were assigned this business attribute. Duration is measured as the end time of a
completed interaction minus its start time. Active interactions do not contribute to this
measure.
Logical
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.0.0
N/A
AG2_ID_[*].FINISH_TIME
INTERNAL METRIC ID
T_FINISH_TIME
USED IN REPORT(S)
Finished
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
The total number of completed customer interactions that were assigned this business
attribute.
Note: This measure is equivalent to BA Customer\Entered when there are no remaining active interactions during the interval.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].FINISHED
INTERNAL METRIC ID
T_FINISHED
USED IN REPORT(S)
Finished in Threshold
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
342
completed within the finish threshold.
Note: This measure relies on the value of the finish threshold as configured in the
[agg-gim-thld-ID-IXN] section.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].FINISHED_THR
INTERNAL METRIC ID
@T_FINISHED_THR
USED IN REPORT(S)
None
GI2 Measures
CLASS
DESCRIPTION

Async
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of completed interactions for which no response was created. This
count includes interactions that were abandoned or otherwise stopped for any reason.
This measure is calculated as the difference between finished interactions (Finished)
and finished interactions that had a response (Finished Response).
Refer to the Finished and Finished

Response Business Attribute measures.
INTERNAL METRIC ID
T_FINISHED_NO_RESPONSE
USED IN REPORT(S)

Finished Response
CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
For synchronous media, the total number of completed customer interactions that were
handled by agents or self-service IVR port resources and assigned this business attribute.
For e-mail, the total number of interactions of this business attribute that had a
response.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].FINISHED_RESPONSE
INTERNAL METRIC ID
T_FINISHED_RESPONSE
USED IN REPORT(S)
First Response in Threshold

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
The total number of customer interactions of this business attribute for which a
response was created within the service time threshold configured by service-related
key-value pairs in the attached user-data mapping.
For online media, a response is considered to have been created when the interaction
was accepted. For offline media, the first reply to a given interaction must be sent out in
order to increment this measure.
This measure excludes interactions that were routed to and accepted by unmonitored
resources.
Note: This measure relies on the value of the response threshold as configured:
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].RESPONDED_THR
INTERNAL METRIC ID
T_RESPONDED_THR
USED IN REPORT(S)
343
GI2 Measures
First Response Time

CLASS
DESCRIPTION

All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total amount of time, in seconds, including mediation duration that elapsed before
a first response to a customer interaction, that was assigned this business attribute
was created.
For online media, a response is considered to have been created when the interaction
was accepted by a handling resource. For offline media, the first reply to a given interaction must be sent in order to increment this measure.
Note: The business-attribute assignment can occur at any moment during the interactions lifetime for this measure to be tallied.
AG2_ID_[*].FIRST_RESPONSE_TIME
INTERNAL METRIC ID
T_FIRST_RESPONSE_TIME
USED IN REPORT(S)
None
Group Combination
CLASS
DESCRIPTION
Agent\Activity
agent-group combination from the AG2_AGENT hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_AGENT_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
A_GROUP_COMBINATION
USED IN REPORT(S)
None
Group Combination
CLASS
DESCRIPTION

agent-group combination from the AG2_AGENT_CAMPAIGN hierarchy.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6
344
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
A_CA_GROUP_COMBINATION
USED IN REPORT(S)
None
GI2 Measures
Group Combination
CLASS
DESCRIPTION
resource-group combination from the INTERACTION_RESOURCE_FACT table.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY
INTERNAL METRIC ID
IRF_GROUP_COMBINATION
USED IN REPORT(S)
None
Group Combination
CLASS
DESCRIPTION
agent-group combination from the AG2_I_AGENT hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
IA_GROUP_COMBINATION
USED IN REPORT(S)
None
Group Combination
CLASS
DESCRIPTION
Queue\Q Customer
queue-group combination from the AG2_QUEUE hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_QUEUE_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
Q_GROUP_COMBINATION
USED IN REPORT(S)
None
345
GI2 Measures
Group Combination Abn

CLASS
DESCRIPTION
Queue\Q Customer
queue-group combination from the AG2_QUEUE_ABN hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_QUEUE_ABN_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
USED IN REPORT(S)
Q_GROUP_COMBINATION_ABN
None
Group Combination Ans

CLASS
DESCRIPTION
Queue\Q Customer
queue-group combination from the AG2_QUEUE_ACC_AGENT hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_QUEUE_ACC_AGENT_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
USED IN REPORT(S)
Q_GROUP_COMBINATION_ACC
None

CLASS
DESCRIPTION
Detail\..\Session
resource-group combination from the SM_RES_SESSION_FACT table.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
346
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
SM_RES_SESSION_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY
INTERNAL METRIC ID
SESS_GROUP_COMBINATION
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Detail\..\State
resource-group combination from the SM_RES_STATE_FACT table.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY
INTERNAL METRIC ID
STATE_GROUP_COMBINATION
USED IN REPORT(S)
None

CLASS
DESCRIPTION
agent-group combination from the AG2_I_STATE_RSN hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_I_STATE_RSN_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
IA_GROUP_COMBINATION_RSN
USED IN REPORT(S)
None

CLASS
DESCRIPTION
agent-group combination from the AG2_I_SESS_STATE hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
7.6
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].GROUP_COMBINATION_KEY
INTERNAL METRIC ID
IA_GROUP_COMBINATION_SESS
USED IN REPORT(S)
None
347
GI2 Measures
Handle Time
CLASS
DESCRIPTION
Agent\Activity
All
Agent Dimension: The total amount of time, in seconds, that this agent spent handling
interactions that the agent received.
belong to this agent group spent handling interactions that the agents received.
spent handling interactions that were distributed or pulled from this queue for those
interactions that the agent received.
Handle time is measured as the sum of engagement time (for example, talk time), hold
time, ACW (Wrap) time, all consult time for interactions that the agent received, and all
ACW time for consultations the agent received.
Note: Some of these components return zero values for some media types.
Base
MEASURE TYPE
Disposition
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
Refer to the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult
Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap
Time Activity measures.
INTERNAL METRIC ID
A_HANDLE_TIME
DISCONTINUED IN
N/A
USED IN REPORT(S)

Handle Time
CLASS
DESCRIPTION

Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
348
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total amount of time, in seconds, that this agent spent handling interactions that
were associated with this campaign. This duration is calculated as the sum of engage
time, hold time, ACW (wrap) time that is associated with interactions, consult time for
interactions that agents received, and ACW time for consultations that agent received.
This duration excludes alert time.
Refer to the Engage Time, Wrap Time, Hold Time, Consult Received Time, Consult
Received Wrap Time, and Consult Received Warm Wrap Time Agent Contact measures.
INTERNAL METRIC ID
A_CA_HANDLE_TIME
USED IN REPORT(S)
None
GI2 Measures
Handle Time
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
The total amount of time, in seconds, that agents spent handling interactions that were
assigned this business attribute. This duration is calculated as the sum of engage time,
hold time, ACW (wrap) time that is associated with interactions, consult time for interactions that agents received, and ACW time for consultations that agents received.
This duration excludes alert time.
Refer to the Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time Business Attribute measures.
Sum
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
INTERNAL METRIC ID
T_HANDLE_TIME
USED IN REPORT(S)
None
Handle Time
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents spent handling
customer interactions or warm consultations that were distributed or pulled from this
queue.
Queue Group Dimension: The total amount of time, in seconds, that agents spent
handling customer interactions or warm consultations interactions that were distributed
or pulled from queues that belong to this queue group.
Handle time is measured as the sum of engagement time (for example, talk time), hold
time, ACW (Wrap) time, all consult time for interactions that agents receive, and all ACW
time for consultations that agents receive.
Note: Some of these components return nonzero values for some media types.
ALTERNATE?
Yes
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult
Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap
Time Queue measures.
INTERNAL METRIC ID
Q_HANDLE_TIME
USED IN REPORT(S)
None
349
GI2 Measures
Hold
CLASS
DESCRIPTION
Agent\Activity
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of customer interactions that this agent had on
hold.
Agent Group Dimension: The total number of customer interactions that agents, who
belong to this agent group, had on hold.
Agent and Queue Dimensions: The total number of customer interactions that were
distributed from this queue that this agent had on hold.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].HOLD
AG2_AGENT_GRP_[*].HOLD
AG2_AGENT_QUEUE_[*].HOLD
INTERNAL METRIC ID
A_HOLD
USED IN REPORT(S)
Hold
CLASS
DESCRIPTION

The total number of customer interactions that were associated with this campaign
that this agent had on hold.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].HOLD
INTERNAL METRIC ID
A_CA_HOLD
USED IN REPORT(S)
None
Hold
CLASS
DESCRIPTION

The total number of customer interactions of this business attribute that agents had on
hold.
Voice
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
350
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].HOLD
INTERNAL METRIC ID
T_HOLD
USED IN REPORT(S)
None
GI2 Measures
Hold
CLASS
DESCRIPTION
The total number of times within the interval that this agent had customer calls on hold.
Voice
Base
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].HOLD
INTERNAL METRIC ID
IA_HOLD
USED IN REPORT(S)
Hold
CLASS
DESCRIPTION
Queue\Q Customer
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that agents had customer interactions,
distributed from this queue, on hold.
Queue Group Dimension: The total number of times that agents had customer
interactions, distributed from queues that belong to this queue group, on hold.
This count attributes only one hold instance per distribution per agent, even if the same
interaction was placed on hold more than once by the agent.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].HOLD
AG2_QUEUE_GRP_[*].HOLD
INTERNAL METRIC ID
Q_HOLD
USED IN REPORT(S)
None
Hold
CLASS
DESCRIPTION
The sum of customer and consult Hold measures.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Refer to the Hold, Consult Received Hold, and Consult Received Warm Hold Queue
measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_HOLD_CC
USED IN REPORT(S)
None
351
GI2 Measures
Hold Time
CLASS
DESCRIPTION
Agent\Activity
Voice
Base
Agent Dimension: The total amount of time, in seconds, that this agent had customer
interactions on hold.
Agent Group Dimension: The total amount of time, in seconds, that agents, who
belong to this agent group, had customer interactions on hold.
MEASURE TYPE
Disposition
DATA TYPE
Number
had customer interactions, distributed from this queue, on hold.
AG2_AGENT_[*].HOLD_TIME
AG2_AGENT_GRP_[*].HOLD_TIME
AG2_AGENT_QUEUE_[*].HOLD_TIME
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
INTERNAL METRIC ID
A_HOLD_TIME
DISCONTINUED IN
N/A
USED IN REPORT(S)

Agent Queue Report
Hold Time
CLASS
DESCRIPTION

The total amount of time, in seconds, that this agent had customers on hold for interactions that were associated with this campaign.
Voice
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.0.1
N/A
AG2_AGENT_CAMPAIGN_[*].HOLD_TIME
INTERNAL METRIC ID
A_CA_HOLD_TIME
USED IN REPORT(S)
Hold Time
CLASS
DESCRIPTION

The total amount of time, in seconds, that agents had customers on hold for interactions assigned this business attribute.
Voice
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
352
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].HOLD_TIME
INTERNAL METRIC ID
T_HOLD_TIME
USED IN REPORT(S)
None
GI2 Measures
Hold Time
CLASS
DESCRIPTION
Voice
The total amount of time, in seconds, within the interval that this agent had customer interactions on hold. This measure counts all held durations for interactions, whether they were
placed on hold once or more than once.
Base
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
AG2_I_AGENT_[*].HOLD_TIME
INTERNAL METRIC ID
IA_HOLD_TIME
DISCONTINUED IN
USED IN REPORT(S)

N/A
Hold Time
CLASS
DESCRIPTION
Queue\Q Customer
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents had customer
interactions that were distributed from this queue on hold.
Queue Group Dimension: The total amount of time, in seconds, that agents had
customer interactions that were distributed from queues that belong to this queue group
on hold.
This time starts when the interaction is placed on hold and ends when it is retrieved,
dropped, transferred, or completed.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].HOLD_TIME
AG2_QUEUE_GRP_[*].HOLD_TIME
INTERNAL METRIC ID
Q_HOLD_TIME
USED IN REPORT(S)
Hold Time
CLASS
DESCRIPTION
The sum of customer and consult Hold Time measures.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Refer to the Hold Time, Consult Received Hold Time, and Consult Received Warm
Hold Time Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_HOLD_TIME_CC
USED IN REPORT(S)
None
353
GI2 Measures
Influence Score
CLASS
DESCRIPTION
Agent\Activity
The total score that represents the customers clout that has amassed on social networks for customer interactions that were handled by this agent.
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
AG2_AGENT_[*].INFLUENCE
AG2_AGENT_GRP_[*].INFLUENCE
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
@A_INFLUENCE
USED IN REPORT(S)
None
Influence Score
CLASS
DESCRIPTION

The total score that represents the customers clout that has amassed on social networks for customer interactions of this business attribute.
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
354
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].INFLUENCE
INTERNAL METRIC ID
@T_INFLUENCE
USED IN REPORT(S)
None
GI2 Measures
Invite
CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of customer interactions that alerted or rang at this
agent before the interactions were accepted plus the total number of dials that the agent
performed, where the calls were successfully established.
Agent Group Dimension: The total number of customer interactions that alerted or rang
at agents who belong to this agent group before the interactions were accepted plus the
total number of dials that agents performed, where the calls were successfully established.
distributed from this queue that alerted or rang at this agent before the interactions were
accepted plus the total number of dials that the agent performed, where the calls were
successfully established.
This measure is attributed to the interval in which the alerting/dialing first occurred.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].INVITE
AG2_AGENT_GRP_[*].INVITE
AG2_AGENT_QUEUE_[*].INVITE
INTERNAL METRIC ID
A_INVITE
USED IN REPORT(S)
None
Invite
CLASS
DESCRIPTION

Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
The total number of customer interactions that are associated with this campaign and
that rang at this agent before the interactions were accepted plus the total number of
dials that the agent performed, where the calls were successfully established.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].INVITE
INTERNAL METRIC ID
A_CA_INVITE
USED IN REPORT(S)
None
355
GI2 Measures
Invite
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.0
The total number of customer interactions of this business attribute that alerted or rang
at agents before the interactions were accepted plus the total number of dials that
agents performed, where the interactions were successfully established.
N/A
AG2_ID_[*].INVITE
INTERNAL METRIC ID
T_INVITE
USED IN REPORT(S)
None
Invite
CLASS
DESCRIPTION
Queue\Q Customer
activities:
All
Queue Dimension: The total number of customer interactions that were distributed from
this queue that alerted or rang at agent resources before the agents accepted the interactions plus the total number of dials that agents performed, where the calls were successfully established and were distributed or pulled from this queue.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Queue Group Dimension: The total number of customer interactions that were distributed from queues that belong to this queue group that alerted or rang at agent resources
before the agents accepted the interactions plus the total number of dials that agents
performed, where the calls were successfully established and were distributed from
queues that belong to this queue group.
AG2_QUEUE_[*].INVITE
AG2_QUEUE_GRP_[*].INVITE
INTERNAL METRIC ID
Q_INVITE
USED IN REPORT(S)
None
Invite
CLASS
DESCRIPTION
The sum of customer and consult Invite measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
356
DATA TYPE
Number
AGGN FUNCTION
Refer to the Invite, Consult Received Invite, and Consult Received Invite Warm
Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_INVITE_CC
USED IN REPORT(S)
None
GI2 Measures
Invite Time
CLASS
DESCRIPTION
Agent\Activity
activities:
All
Base
Agent Dimension: The total amount of time, in seconds, that customer interactions
alerted at this agent plus the total duration of the dialing that the agent performed.
Agent Group Dimensions: The total amount of time, in seconds, that customer interactions alerted at agents who belong to this agent group plus the total duration of the
dialing that the agents performed.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The total amount of time, in seconds, that customer
interactions alerted at this agent plus the total duration of the dialing that the agent
performed for calls that were distributed or pulled from this queue.
For the alerting component of this measure, interactions do not have to be established for
this measure to be incremented. For the dialing component, dial duration is measured for
established calls only.
Note: This measure was previously named Ring Time.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].INVITE_TIME
AG2_AGENT_GRP_[*].INVITE_TIME
AG2_AGENT_QUEUE_[*].INVITE_TIME
INTERNAL METRIC ID
A_INVITE_TIME
USED IN REPORT(S)
None
Invite Time
CLASS
DESCRIPTION

Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
The total amount of time, in seconds, that customer interactions that are associated
with this campaign alerted at this agent plus the total duration of dialing performed by
this agent.
For the alerting component of this measure, interactions do not have to be established for this measure to be incremented. For the dialing component, dial duration is
measured for established calls only.
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].INVITE_TIME
INTERNAL METRIC ID
A_CA_INVITE_TIME
USED IN REPORT(S)
None
357
GI2 Measures
Invite Time
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.0
N/A
The total amount of time, in seconds, that customer interactions of this business attribute alerted at agents plus the total duration of dialing performed by agents.
For the alerting component of this measure, interactions do not have to be established
for this measure to be incremented. For the dialing component, dial duration is measured for established interactions only and is applicable only to voice media.
AG2_ID_[*].INVITE_TIME
INTERNAL METRIC ID
T_INVITE_TIME
USED IN REPORT(S)
None
Invite Time
CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
The total amount of time, in seconds, attributable to the interval that customer interactions
alerted or rang at agents plus the total duration of the dialing that agents performed.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].INVITE_TIME
INTERNAL METRIC ID
IA_INVITE_TIME
USED IN REPORT(S)
Invite Time
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
activities:
distributed from this queue alerted or rang at agents plus the total duration of the dialing
that agents performed.
Queue Group Dimension: The total amount of time, in seconds, that customer
agents plus the total duration of the dialing that agents performed.
ALTERNATE?
No
INTRODUCED IN
8.0.0
358
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].INVITE_TIME
AG2_QUEUE_GRP_[*].INVITE_TIME
INTERNAL METRIC ID
Q_INVITE_TIME
USED IN REPORT(S)
None
GI2 Measures
Invite Time
CLASS
DESCRIPTION
The sum of customer and consult Invite Time measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Refer to the Invite Time, Consult Received Invite Time, and Consult Received Invite
Warm Time Queue measures.
Sum
DISCONTINUED IN
8.1.0
N/A
INTERNAL METRIC ID
Q_INVITE_TIME_CC
USED IN REPORT(S)
None
Ixn Busy Time

CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total amount of time, in seconds, within the interval that this agent was busy processing interactions. The time that an agent is busy is calculated as the sum of dialing for
established interactions and alerting duration (Invite Time), engage/talk duration, hold
duration, ACW (Wrap) duration (for interaction-related ACW), and amount of time that the
agent spent processing consult interactions that the agent received.
This measure excludes Ringing Time, Consult Ixn Wrap Time, Consult Invite Time, and
Invite Time for Abandoned Inviting.
Refer to the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received
Time Interaction State measures.
INTERNAL METRIC ID
IA_BUSY_TIME_IXN
USED IN REPORT(S)
Ixn Wrap
CLASS
DESCRIPTION
Voice
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
The total number of times within the interval that this agent was in ACW (Wrap) state for
customer interactions that the agent received.
Note: This measure was previously named Inbound ACW.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].WRAP
INTERNAL METRIC ID
IA_WRAP_IXN
USED IN REPORT(S)
359
GI2 Measures
Ixn Wrap Time

CLASS
DESCRIPTION
The total amount of time, in seconds, within the interval that this agent spent in ACW
(Wrap) state for customer calls that the agent received.
Voice
Note: This measure was previously named Inbound ACW Time.
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
AG2_I_AGENT_[*].WRAP_TIME
INTERNAL METRIC ID
Sum
IA_WRAP_TIME_IXN
DISCONTINUED IN
USED IN REPORT(S)

N/A

CLASS
DESCRIPTION


Logical
The maximum amount of time, in seconds, that customer interactions that entered or
began within the contact center and were assigned this business attribute spent in a
queue and/or alerting/ringing at the first target before the interactions were abandoned
or stopped for any reason.
Note: This measure was previously named Max Time to Abandon.
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Max
INTRODUCED IN
AG2_ID_[*].ABANDONED_TIME_MAX
INTERNAL METRIC ID
T_ABANDONED_TIME_MAX
DISCONTINUED IN
7.6.0
N/A
USED IN REPORT(S)


CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The longest amount of time, in seconds, that customers waited at
this queue before abandoning the interactions and before the interactions could be distributed.
Queue Group Dimension: The longest amount of time, in seconds, that customers
waited at queues that belong to this queue group before abandoning the interactions
and before the interactions could be distributed.
Note: This measure was previously named Max Time to Abandon.
ALTERNATE?
No
INTRODUCED IN
7.6.0
360
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ABANDONED_TIME_MAX
AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX
INTERNAL METRIC ID
Q_ABANDONED_TIME_MAX
USED IN REPORT(S)

GI2 Measures
Max Accept Time

CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The longest amount of time, in seconds, that customer interactions
that were distributed from this queue spent in a queue before they were accepted by
the target resource.
Queue Group Dimension: The longest amount of time, in seconds, that customer
interactions that were distributed from queues that belong to this queue group, spent in
a queue before they were accepted by the target resource.
Duration starts when the interaction enters the member queue and ends when the interaction is acceptedthereby, including alert (ring) time.
Note: This measure was previously named Max Time to Answer.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ACCEPTED_TIME_MAX
AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ACCEPTED_TIME_MAX

Max Accept Time Agent

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
DATA TYPE
Number
AGGN FUNCTION
Max
The longest amount of time, in seconds, that customer interactions of this business
attribute spent in a queue before the interactions were accepted by the first handling
resource. The duration starts when the interaction enters or begins within the contact
center and ends when the interaction is accepted. This measure includes alert (ring)
time.
Note: This measure was previously named Max Time to Answer.
AG2_ID_[*].ACCEPT_TIME_AGENT_MAX
INTERNAL METRIC ID
INTRODUCED IN
7.6.0
Universe Guide
DISCONTINUED IN
N/A
T_ACCEPT_TIME_AGENT_MAX
USED IN REPORT(S)

361
GI2 Measures
Max Clear Time

CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
spent in a queue before they were cleared from this virtual queue, workbin, or interaction queue.
Queue Group Dimension: The longest amount of time, in seconds, that customer
interactions spent in a queue before they were cleared from virtual queues, workbins,
or interaction queues that belong to this queue group.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CLEARED_TIME_MAX
AG2_QUEUE_GRP_[*].CLEARED_TIME_MAX
INTERNAL METRIC ID
USED IN REPORT(S)
Q_CLEARED_TIME_MAX
None
Max Consult Abandoned Waiting Time

CLASS
DESCRIPTION
Queue\Q Consults
Voice, Open (sync)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The longest amount of time, in seconds, that agents waited at this
queue before they abandoned their simple consult interactions.
Queue Group Dimension: The longest amount of time, in seconds, that agents waited
at queues that belong to this queue group before they abandoned their simple consult
interactions.
Interactions that were abandoned after they were offered to a resource (that is,
abandoned-while-alerting/abandoned-while-ringing interactions) are excluded from
consideration.
ALTERNATE?
No
INTRODUCED IN
8.1.0
362
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ABANDONED_TIME_MAX
AG2_QUEUE_GRP_[*].CONSULT_ABANDONED_TIME_MAX
INTERNAL METRIC ID
QC_CONSULT_ABANDONED_TIME_MAX
USED IN REPORT(S)
None
GI2 Measures
Max Consult Accept Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The longest amount of time, in seconds, that simple consult interactions that were distributed from this queue spent in a queue before they were
accepted by the target resource.
Queue Group Dimension: The longest amount of time, in seconds, that simple consult
interactions that were distributed from queues that belong to this queue group, spent in
a queue before they were accepted by the target resource.
Duration starts when the consultation enters the member queue and ends when the
consultation is acceptedthereby, including alert (ring) time.
ALTERNATE?
No
INTRODUCED IN
8.1.0
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CONSULT_ACCEPTED_TIME_MAX
AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_TIME_MAX
INTERNAL METRIC ID
QC_CONSULT_ACCEPTED_TIME_MAX
USED IN REPORT(S)
None
Max Consult Clear Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
Queue Dimension: The longest amount of time, in seconds, that simple consult interactions spent in a queue before they were cleared from this virtual queue, workbin, or
interaction queue.
Queue Group Dimension: The longest amount of time, in seconds, that simple consult
interactions spent in a queue before they were cleared from virtual queues, workbins,
or interaction queues that belong to this queue group.
AG2_QUEUE_[*].CONSULT_CLEARED_TIME_MAX
AG2_QUEUE_GRP_[*].CONSULT_CLEARED_TIME_MAX
INTERNAL METRIC ID
QC_CONSULT_CLEARED_TIME_MAX
USED IN REPORT(S)
None
363
GI2 Measures
Max Consult Distribute Time

CLASS
DESCRIPTION
Queue\Q Consults
All (except Chat)

Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Max
DISCONTINUED IN
8.1.0
N/A
spent in this queue before they were distributed.
Queue Group Dimension: The longest amount of time, in seconds, in seconds, that
customer interactions spent in queues that belong to this queue group before they were
distributed.
AG2_QUEUE_[*].CONSULT_DISTRIBUTED_TIME_MAX
AG2_QUEUE_GRP_[*].CONSULT_DISTRIBUTED_TIME_MAX
INTERNAL METRIC ID
QC_CONSULT_DISTRIBUTED_TIME_MAX
USED IN REPORT(S)
None
Max Date
CLASS
DESCRIPTION
Service Objects
This measure, which is hidden from report designers and viewers, is used for internal
computations.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Date
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
max(DATE_TIME.CAL_DATE)
INTERNAL METRIC ID
CAL_DATE_MAX
USED IN REPORT(S)
None
Max Distribute Time

CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
364
DATA TYPE
Number
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
or warm consultations spent in this queue before they were distributed.
Queue Group Dimension: The longest amount of time, in seconds, in seconds, that
customer interactions or warm consultations spent in queues that belong to this queue
group before they were distributed.
AG2_QUEUE_[*].DISTRIBUTED_TIME_MAX
AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME_MAX
INTERNAL METRIC ID
Q_DISTRIBUTED_TIME_MAX
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
Business Attribute\
BA Customer

Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
The longest time, in seconds, beyond the short-abandoned threshold that customer
interactions of this business attribute spent in a queue or alerting/ringing at the first handling resource before the interactions were abandoned or stopped for any reason.
Refer to the Max Abandoned Waiting Time and Standard Abandoned Waiting Business
Attribute measures.
Max
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
T_ABANDONED_STANDARD_TIME_MAX
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The longest time, in seconds, beyond the short-abandoned threshold that customers waited at this queue before they abandoned their interactions and
before the interactions could be distributed.
Queue Group Dimension: The longest time, in seconds, beyond the short-abandoned
threshold that customers waited at queues that belong to this queue group before they
abandoned their interactions and before the interactions could be distributed.
Notes:
This measure was previously named Max Time to Non-Short Abandon.
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
Refer to the Max Abandoned Waiting Time and Standard Abandoned Waiting Queue
measures.
INTERNAL METRIC ID
Q_ABANDONED_STANDARD_TIME_MAX
USED IN REPORT(S)
None
365
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
The longest amount of time, in seconds, that customers waited at this queue (or queue
group) before they abandoned the interactions and before the interactions could be distributed.
Note: This measure is identical to Q Customer\Max Abandoned Waiting Time.
DATA TYPE
Number
AGGN FUNCTION
Max
DISCONTINUED IN
N/A
Refer to the Max Abandoned Waiting Time Queue measure.

INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STANDARD_TIME_MAX_CC
None

CLASS
DESCRIPTION


Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
The longest time, in seconds, beyond the short-abandoned threshold that customer
interactions of this business attribute spent in a queue or alerting/ringing at the first
handling resource before the interactions were abandoned or stopped for any reason.
Refer to the Max Abandoned Waiting Time and Standard Abandoned Waiting 80
Business Attribute measures.
Max
INTRODUCED IN
DISCONTINUED IN
8.1.1
9.0 (targeted)
INTERNAL METRIC ID
USED IN REPORT(S)
T_ABANDONED_STANDARD_TIME_MAX_80
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The longest time, in seconds, beyond the short-abandoned threshold that customers waited at this queue before they abandon their interactions and
before the interactions could be distributed.
Queue Group Dimension: The longest time, in seconds, beyond the short-abandoned
threshold that customers waited at queues that belong to this queue group before they
abandon their interactions and before the interactions could be distributed.
ALTERNATE?
No
INTRODUCED IN
8.1.1
366
AGGN FUNCTION
Max
DISCONTINUED IN
9.0 (targeted)
Refer to the Max Abandoned Waiting Time and Standard Abandoned Waiting 80 Queue
measures.
INTERNAL METRIC ID
Q_ABANDONED_STANDARD_TIME_MAX_80
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION


Base
MEASURE TYPE
The longest amount of time, in seconds, that customers waited at this queue (or
queue group) before they abandon the interactions and before the interactions could
be distributed.
Note: This measure is identical to Q Customer\Max Abandoned Waiting Time.
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Max
INTRODUCED IN
DISCONTINUED IN
8.1.1
9.0 (targeted)
Refer to the Max Abandoned Waiting Time Queue measure.

INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STANDARD_TIME_MAX_CC_80
None

CLASS
DESCRIPTION
Service Objects
computations.
All
N/A
MEASURE TYPE
DATA TYPE
N/A
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Min
DISCONTINUED IN
8.0.0
N/A
min(DATE_TIME.DATE_TIME_DAY_KEY)
INTERNAL METRIC ID
DATE_TIME_DAY_KEY_MIN
USED IN REPORT(S)
None
Min Date Time Key

CLASS
DESCRIPTION
Service Objects
computations.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Min
DISCONTINUED IN
N/A
min(DATE_TIME.DATE_TIME_KEY)
INTERNAL METRIC ID
DATE_TIME_KEY_MIN
USED IN REPORT(S)
None
367
GI2 Measures

CLASS
DESCRIPTION
Service Objects
computations.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
DATA TYPE
Number
AGGN FUNCTION
Min
DISCONTINUED IN
N/A
min(DATE_TIME.DATE_TIME_NEXT_DAY_KEY)
INTERNAL METRIC ID
DATE_TIME_NEXT_DAY_KEY_MIN
USED IN REPORT(S)
None
No Signal
CLASS
DESCRIPTION

Voice
The total number of times attributed to the interval that the call result of contact
attempts from this campaign was Wrong Partythe right person was not contacted
(CALL_RESULT_CODE='WRONG_PARTY').
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
368
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].NO_RPC
INTERNAL METRIC ID
CA_NO_RPC
USED IN REPORT(S)
GI2 Measures
Not Accepted
CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of times that customer interactions were redirected to another resource upon no answer by this agent or were otherwise not
accepted by this agent.
redirected to another resource upon no answer by agents who belong to this agent
group or were otherwise not accepted by such agents.
Agent and Queue Dimensions: The total number of times that customer interactions,
that were distributed from this queue were redirected to another resource upon no
answer by this agent or were otherwise not accepted by the agent.
This measure includes interactions that the customer abandoned while they were alerting
at the agent.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].NOTACCEPTED
AG2_AGENT_GRP_[*].NOTACCEPTED
AG2_AGENT_QUEUE_[*].NOTACCEPTED
INTERNAL METRIC ID
A_NOTACCEPTED
USED IN REPORT(S)
Not Accepted
CLASS
DESCRIPTION

The total number of times attributed to the interval that the call result of contact
attempts from this campaign was No Answer (CALL_RESULT_CODE='NO_ANSWER').
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].NO_ANSWER
INTERNAL METRIC ID
CA_NO_ANSWER
USED IN REPORT(S)
369
GI2 Measures
Not Accepted
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
queue, alerted at a routing target, and were subsequently either rejected by the agent
or abandoned by the customer while the interactions were alerting at the agents DN.
entered queues that belong to this queue group, alerted at a routing target, and were
subsequently either rejected by the agent or abandoned by the customer while the
interactions were alerting at the agents DN.
This measure is calculated as the sum of Redirected and Abandoned Inviting Queue
measures.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Redirected and Abandoned Inviting Queue measures.

INTERNAL METRIC ID
Q_NOTACCEPTED
USED IN REPORT(S)
None
Not Accepted
CLASS
DESCRIPTION
The sum of customer and consult Not Accepted measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
Refer to the Not Accepted and Consult Not Accepted Queue measures.
INTERNAL METRIC ID
Q_NOTACCEPTED_CC
USED IN REPORT(S)
None
Not Accepted
CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
DATA TYPE
Number
AGGN FUNCTION
Db delegated
This measure is calculated as the difference between:

The total number of customer interactions that were offered to or dialed by this agent
within the interval or within a prior interval and ensued in this interval and
The total number of customer interactions and consultations (warm or simple) that were
accepted by this agent.
Refer to the Offered Interaction State measure and AG2_I_AGENT_[*].ACCEPTED_

EVENTUALLY
INTRODUCED IN
8.0.1
370
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_NOTACCEPTED
USED IN REPORT(S)
None
GI2 Measures
Not Ready
CLASS
DESCRIPTION
The total number of times within the interval that this agent was in the NotReady state on a
particular media channel.
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].NOT_READY
INTERNAL METRIC ID
IA_NOT_READY
USED IN REPORT(S)
None
Not Ready In
CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
The total number of times that this agent was handling customer calls that were accepted
while the agent was in the NotReady state.
Note: This measure was previously named Not Ready InCall.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].NOT_READY_IN
INTERNAL METRIC ID
IA_NOT_READY_IN
USED IN REPORT(S)
Not Ready In Time

CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
The total amount of time, in seconds, that this agent was handling customer interactions
that the agent received while the agent was in the NotReady state. This time includes the
alert (ring) time of the accepted interactions.
Note: This measure was previously named Not Ready InCall Time.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].NOT_READY_IN_TIME
INTERNAL METRIC ID
IA_NOT_READY_IN_TIME
USED IN REPORT(S)
371
GI2 Measures
Not Ready Out

CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
The total number of times that this agent initiated outbound or internal interactions while in
the NotReady state. The count excludes consultations that the agent participated in while
in NotReady state.
Note: This measure was previously named Not Ready OutCall.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].NOT_READY_OUT
INTERNAL METRIC ID
IA_NOT_READY_OUT
USED IN REPORT(S)
Not Ready Out Time

CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
The total amount of time, in seconds, that this agent spent handling outbound or internal
interactions that the agent initiated while in the NotReady state. This duration includes dial
time, engagement time, and hold time and excludes consultations that the agent participated in while in NotReady state.
Note: This measure was previously named Not Ready OutCall Time.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].NOT_READY_OUT_TIME
INTERNAL METRIC ID
IA_NOT_READY_OUT_TIME
USED IN REPORT(S)
Not Ready Reason Count

CLASS
DESCRIPTION
All
The total number of times within the interval that this agent was in the NotReady state on a
particular media channel (including instances of Do Not Disturb, if configured) for this reason.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
372
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = NOTREADY)

INTERNAL METRIC ID
IA_STATE_RSN_NOT_READY
USED IN REPORT(S)
GI2 Measures
Not Ready Reason Time

CLASS
DESCRIPTION
All
The total amount of time, in seconds, within the interval that this agent was in the
NotReady state on a particular media channel (including Do Not Disturb duration, if
configured) for the specified reason.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
AG2_I_STATE_RSN_[*].STATE_RSN_TIME
(when State Type Code = NOTREADY)
Db delegated
DISCONTINUED IN
N/A
INTERNAL METRIC ID
IA_STATE_RSN_TIME_NOT_READY
USED IN REPORT(S)
Not Ready Time

CLASS
DESCRIPTION
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
The total amount of time, in seconds, within the interval that this agent was in the
NotReady state for a particular media channel (including Do Not Disturb duration, if
configured) regardless of whether a reason was indicated.
Note: This measure was previously named Not Ready Time Rsn.
AG2_I_SESS_STATE_[*].NOT_READY_TIME
INTERNAL METRIC ID
IA_NOT_READY_TIME
USED IN REPORT(S)

373
GI2 Measures
Offered
CLASS
DESCRIPTION
Agent\Activity
All
Base
Agent Dimension: The total number of times that interactions were received or initiated by an agent.
Agent Group Dimension: The total number of times that interactions were received or
initiated by agents who belong to this agent group.
Agent and Queue Dimensions: The total number of times that interactions, distributed
or pulled from this queue, were received or initiated by this agent excluding interactions
that were abandoned within the short-abandoned threshold.
MEASURE TYPE
DATA TYPE
Disposition
Number
The count includes interactions that were abandoned while inviting, handling attempts
that the agent rejected, and warm consultations and conferences that the agent received.
This count excludes simple consultations, whether they were initiated or received.
Note: For AG2_AGENT_QUEUE records, this measure relies on the value of the short-abandoned threshold as configured:
ALTERNATE?
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.0.0
N/A
AG2_AGENT_[*].OFFERED
AG2_AGENT_GRP_[*].OFFERED
AG2_AGENT_QUEUE_[*].OFFERED
INTERNAL METRIC ID
A_OFFERED
USED IN REPORT(S)

Offered
CLASS
DESCRIPTION
Outbound Contact\
Agent Contact
Voice
The total number of times that customer interactions were received or initiated by an
agent. The count includes handling attempts that the agent rejected as well as warm
consultations and conferences that the agent received. This count includes abandoned
interactions and excludes simple consultations whether initiated or received.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
374
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].OFFERED
INTERNAL METRIC ID
A_CA_OFFERED
USED IN REPORT(S)
None
GI2 Measures
Offered
CLASS
DESCRIPTION
Business Attribute\
BA Customer
All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.1
N/A
The total number of customer interactions that entered or began within the contact center during the interval, were assigned this business attribute, and were offered to a
resource excluding interactions that were abandoned within the short-abandoned
threshold.
Refer to the Entered and Short Abandoned Waiting Business Attribute measures.
INTERNAL METRIC ID
T_OFFERED
USED IN REPORT(S)
None
Offered
CLASS
DESCRIPTION
All
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
The total number of customer interactions that were offered to or dialed by this agent
within the interval or within a prior interval and ensued in this interval. This measure
includes abandoned interactions that were alerting at the agent and interactions that were
redirected because this agent did not answer or accept them.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].OFFERED
INTERNAL METRIC ID
IA_OFFERED
USED IN REPORT(S)
None
375
GI2 Measures
Offered
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
subsequently offered to a resource.
belong to this queue group and were subsequently offered to a resource.
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The count excludes short-abandoned interactions and includes handling attempts that
agents rejected, as well as warm consultations, conferences, and collaborations that
agents received.
Notes:
This measure does include interactions for which no threshold was set by Router.
Refer to the Entered and Short Abandoned Waiting Queue measures.

INTERNAL METRIC ID
Q_OFFERED
USED IN REPORT(S)

Offered
CLASS
DESCRIPTION
The sum of customer and consult Offered measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
376
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Offered and Consult Offered Queue measures.

INTERNAL METRIC ID
Q_OFFERED_CC
USED IN REPORT(S)
GI2 Measures
Offered 80
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
The total number of customer interactions that entered or began within the contact center during the interval, were assigned this business attribute, and were offered to a
resource excluding interactions that were abandoned within the short-abandoned
threshold.
Notes:
Prior to release 7.6.2, the Interaction Volume reports referenced this measure. Starting with 7.6.2, these reports now reference the Entered with Objective Business Attribute measure instead.
This measure was previously named Calls Offered.
Provided only for backward compatibility, this measure relies on the value of the
Refer to the Entered and Short Abandoned Waiting 80 Business Attribute measures.
INTERNAL METRIC ID
T_OFFERED_80
USED IN REPORT(S)
None
Offered 80
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
subsequently offered to a resource, excluding interactions that were abandoned within
the short-abandoned threshold.
belong to this queue group and were subsequently offered to a resource, excluding
interactions that were abandoned within the short-abandoned threshold.
MEASURE TYPE
Disposition
DATA TYPE
Number
The count includes handling attempts that agents rejected, as well as warm consultations, conferences, and collaborations that agents received.
Notes:
This measure does include interactions for which no threshold was set by Router.
Provided only for backward compatibility, this measure relies on the value of the shortabandoned threshold as configured in the [gim-etl*] section.
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
Refer to the Entered and Short Abandoned Waiting 80 Queue measures.

INTERNAL METRIC ID
Q_OFFERED_80
USED IN REPORT(S)
None
377
GI2 Measures
Offered 80
CLASS
DESCRIPTION
The sum of customer and consult Offered measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.1.1
9.0 (targeted)
Refer to the Offered 80 and Consult Offered 80 Queue measures.

INTERNAL METRIC ID
USED IN REPORT(S)
Q_OFFERED_CC_80
None
Offered with Actionability

CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
378
Agent Dimension: The total number of customer interactions that were offered to this
agent for which actionability scores were recorded.
Agent Group Dimension: The total number of customer interactions that were offered
to agents who belong to this agent group, for which actionability scores were recorded.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
offered to this agent and distributed from this queue, for which actionability scores were
recorded.
AG2_AGENT_[*].ACTIONABILITY_OFFERED
AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED
AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED
INTERNAL METRIC ID
@A_ACTIONABILITY_OFFERED
USED IN REPORT(S)
None
GI2 Measures
Offered with Influence

CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Agent Dimension: The total number of customer interactions that were offered to this
agent for which customer-influence scores were recorded.
Agent Group Dimension: The total number of customer interactions that were offered
to agents who belong to this agent group, for which customer-influence scores were
recorded.
offered to this agent and distributed from this queue, for which customer-influence
scores were recorded.
AG2_AGENT_[*].INFLUENCE_OFFERED
AG2_AGENT_GRP_[*].INFLUENCE_OFFERED
AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED
INTERNAL METRIC ID
@A_INFLUENCE_OFFERED
USED IN REPORT(S)
None
Offered with Revenue

CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of customer interactions that entered or began
within the contact center, were handled by this agent, and had associated revenue.
Agent Group Dimension: The total number of customer interactions that entered or
began within the contact center, were handled by agents who belong to this agent
group, and had associated revenue.
Agent and Queue Dimensions: The total number of customer interactions that
entered or began within the contact center, were distributed from this queue, had associated revenue, and were handled by this agent.
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].REVENUE_OFFERED
AG2_AGENT_GRP_[*].REVENUE_OFFERED
AG2_AGENT_QUEUE_[*].REVENUE_OFFERED
INTERNAL METRIC ID
A_REVENUE_OFFERED
USED IN REPORT(S)
None
379
GI2 Measures
Offered with Satisfaction

CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total number of customer interactions handled by this agent for
which customer-satisfaction scores were recorded.
Agent Group Dimension: The total number of customer interactions handled by
agents who belong with this agent group for which customer-satisfaction scores were
recorded.
distributed from this queue and handled by this agent for which customer-satisfaction
ALTERNATE?
No
INTRODUCED IN
8.0.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].SATISFACTION_OFFERED
AG2_AGENT_GRP_[*].SATISFACTION_OFFERED
AG2_AGENT_QUEUE_[*].SATISFACTION_OFFERED
INTERNAL METRIC ID
A_SATISFACTION_OFFERED
USED IN REPORT(S)
None
Offered with Sentiment

CLASS
DESCRIPTION
Agent\Activity
All
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
380
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Agent Dimension: The total number of customer interactions handled by this agent
for which sentiment scores were recorded.
Agent Group Dimension: The total number of customer interactions handled by
agents who belong with this agent group for which sentiment scores were recorded.
Agent and Queue Dimensions: The total number of customer interactions that
were distributed from this queue and handled by this agent for which sentiment
AG2_AGENT_[*].SENTIMENT_OFFERED
AG2_AGENT_GRP_[*].SENTIMENT_OFFERED
AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED
INTERNAL METRIC ID
@A_SENTIMENT_OFFERED
USED IN REPORT(S)
None
GI2 Measures
Overdial
CLASS
DESCRIPTION
Attempt
The total number of CPD dials that were abandoned or were answered by the called party
but not established with an agent or IVR within two seconds of the dialing event.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].OVERDIAL
INTERNAL METRIC ID
USED IN REPORT(S)
CA_OVERDIAL

CLASS
DESCRIPTION
Attempt
The total number of times attributed to the interval that callbacks were completed by the
agent who requested them for contact attempts made from this campaign excluding
missed callbacks.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].PER_CALLBK_COMPL
INTERNAL METRIC ID
CA_PER_CALLBK_COMPL
USED IN REPORT(S)

CLASS
DESCRIPTION
Attempt
The total number of times attributed to the interval that callbacks were missed by the
agent who requested them for contact attempts made from this campaign.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].PER_CALLBK_MISS
INTERNAL METRIC ID
CA_PER_CALLBK_MISS
USED IN REPORT(S)
381
GI2 Measures

CLASS
DESCRIPTION
Attempt
The total number of times attributed to the interval that agents rescheduled callbacks for
contact attempts made from this campaign.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].PER_CALLBK_SCHED
INTERNAL METRIC ID
CA_PER_CALLBK_SCHED
USED IN REPORT(S)
Port Unavailable
CLASS
DESCRIPTION
Attempt
The total number of times attributed to the interval that the call result of contact attempts
made from this campaign was No Port Available (CALL_RESULT_CODE=
NO_PORT_AVAILABLE).
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_CAMPAIGN_[*].PORT_UNAVAILABLE
INTERNAL METRIC ID
CA_PORT_UNAVAILABLE
USED IN REPORT(S)
None
Preview
CLASS
DESCRIPTION
Outbound
The total number of customer interactions that are associated with this campaign that this
agent previewed, whether the agent requested the interactions or Interaction Server
pushed them to the agents desktop.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
382
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].PREVIEW
INTERNAL METRIC ID
CA_PREVIEW
USED IN REPORT(S)
None
GI2 Measures
Preview Time
CLASS
DESCRIPTION
Outbound
The total amount of time, in seconds, that this agent spent previewing customer interactions that are associated with this campaign that the agent requested or that Interaction
Server pushed to the agents desktop.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].PREVIEW_TIME
INTERNAL METRIC ID
CA_PREVIEW_TIME
USED IN REPORT(S)
Queue Time
CLASS
DESCRIPTION
All
The sum of the durations, in seconds, that interactions spent at ACD queue resources
prior to arrival at the IRF resource. This duration excludes abandoned-while-queued interactions.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION
INTERNAL METRIC ID
IRF_QUEUE_TIME
USED IN REPORT(S)
Ready
CLASS
DESCRIPTION
The total number of times within the interval that this agent was in the Ready state on a
particular media channel.
All
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].READY
INTERNAL METRIC ID
IA_READY
USED IN REPORT(S)
None
383
GI2 Measures
Ready Time
CLASS
DESCRIPTION
The total amount of time, in seconds, that this agent was in the Ready state for a particular
media type.
All
N/A
MEASURE TYPE
DATA TYPE
Interval
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Db delegated
DISCONTINUED IN
7.6.0
N/A
AG2_I_SESS_STATE_[*].READY_TIME
INTERNAL METRIC ID
IA_READY_TIME
USED IN REPORT(S)
Reason Start Date Time Key

CLASS
DESCRIPTION
Detail\..\State
date and time from the SM_RES_STATE_REASON_FACT table.
Voice
N/A
MEASURE TYPE
DATA TYPE
N/A
Number
ALTERNATE?
AGGN FUNCTION
No
None
INTRODUCED IN
DISCONTINUED IN
8.0
N/A
SM_RES_STATE_REASON_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
USED IN REPORT(S)
STATE_REASON_START_DATE_TIME_KEY
None
Reason Time
CLASS
DESCRIPTION
Detail\..\State
All
N/A
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.0
384
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
The total amount of time, in seconds, that this agent was in a specific state for a specific
reason, irrespective of the interval(s) in which the state-reason combination endures. This
time is measured from the moment at which the agent enters this state-reason combination to the moment at which the agent exits this state or state-reason combination. If the
agents state was still active when the data was compiled, the duration of the agent in this
state appears as null in the reports.
Note: This measure was previously named State Time Detail.
SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION
INTERNAL METRIC ID
STATE_REASON_TIME
USED IN REPORT(S)
GI2 Measures
Redirected
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
queue, rang at a routing target, and were redirected upon no acceptance/answer by an
agent.
entered queues that belong to this queue group, rang at a routing target, and were redirected upon no acceptance/answer by an agent.
Note: This measure was previously named Calls RONA.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].REDIRECTED
AG2_QUEUE_GRP_[*].REDIRECTED
INTERNAL METRIC ID
Q_REDIRECTED
USED IN REPORT(S)
Redirected
CLASS
DESCRIPTION
Queue\Q Customer &

Consults
The sum of customer and consult Redirected measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Redirected and Consult Redirected Queue measures.

INTERNAL METRIC ID
Q_REDIRECTED_CC
USED IN REPORT(S)
385
GI2 Measures
Rejected
CLASS
DESCRIPTION
Agent\Activity
All
Base
Agent Dimension: The total number of times that customer interactions alerted at this
agent and were not accepted.
Agent Group Dimension: The total number of times that customer interactions alerted
at an agent that belong to this agent group and were not accepted.
MEASURE TYPE
Disposition
DATA TYPE
Number
were distributed from this queue, alerted at this agent, and were not accepted.
Note: This measure was previously named Calls RONA.
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].REJECTED
AG2_AGENT_GRP_[*].REJECTED
AG2_AGENT_QUEUE_[*].REJECTED
INTERNAL METRIC ID
A_REJECTED
USED IN REPORT(S)
Responded
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
386
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
For voice and chat media, the total number of customer interactions of this business
attribute that had been accepted by a handling resource.
For e mail, this measure represents the total number interactions that had a response
that had been sent to a customer. One handling resource can send multiple replies;
however, this measures value is either 0 or 1 for each interaction.
The value of this measure is less than or equal to Responses.
AG2_ID_[*].RESPONDED
INTERNAL METRIC ID
T_RESPONDED
USED IN REPORT(S)
None
GI2 Measures
Responded Unique
CLASS
DESCRIPTION
Agent\Activity
All
Base
Agent Dimension: The total number of first-time outbound replies in which this agent
participated in response to customer interactions.
Agent Group Dimension: The total number of first-time outbound replies in which
agents, who belong to this agent group, participated in response to customer interactions.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The total number of first-time outbound replies made
by this agent in response to customer interactions that were pulled or transferred from
this queue.
Any number of replies could be prepared in response to a customer interaction. This
measure attributes only the first-connected reply to this agent, regardless of whether the
reply was sent. This measure excludes outbound replies to consultations, outbound
replies that the agent pulled from his/her personal workbin or rejected, and systemgenerated responses.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].RESPONDED_UNIQUE
AG2_AGENT_GRP_[*].RESPONDED_UNIQUE
AG2_AGENT_QUEUE_[*].RESPONDED_UNIQUE
INTERNAL METRIC ID
A_RESPONDED_UNIQUE
USED IN REPORT(S)
Response Ratio
CLASS
DESCRIPTION

All
The ratio of interactions of this business attribute for which an outbound reply was created to customers to all accepted interactions of this business attribute.
For all media types, this ratio could be greater than 1:1.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the Responses and Responded Business Attribute measures.

INTERNAL METRIC ID
T_RESPONSE_RATIO
USED IN REPORT(S)
387
GI2 Measures
Response Time
CLASS
DESCRIPTION
All
Base
MEASURE TYPE
DATA TYPE
Detail
Number
The time that elapsed, in seconds, before the customer received service or abandoned the
interaction, including the time that the interaction spent in a queue (including routing points
and non-self-service IVR ports) prior to abandonment or reaching a handling resource
(agent or self-service IVR) as well as the alert duration at the resource prior to the interaction being accepted. Additionally, this measure includes the mediation duration of any
immediate previous attempt to deliver the interaction that was redirected with a technical
result of RoutedOnNoAnswer or Unspecified, as well as the alert duration that is associated
with this attempt.
Received consultations and collaborations are excluded from consideration.
ALTERNATE?
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
7.6.2
N/A
INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION +
INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION +
INTERACTION_RESOURCE_FACT_GI2.RING_DURATION
INTERNAL METRIC ID
IRF_RESPONSE_TIME
USED IN REPORT(S)
Responses
CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: For voice and chat media, this measure represents the total number of times that customer interactions or warm consultations were accepted by this
agent. For e-mail, this measure represents the total number of times that the agent prepared an outbound reply.
Agent Group Dimension: For voice and chat media, this measure represents the total
number of times that customer interactions or warm consultations were accepted by
agents who belong to this agent group. For e-mail, this measure represents the total
number of times that agents who belong to this agent group prepared an outbound
reply.
Agent and Queue Dimensions: For voice and chat media, this measure represents
the total number of times that customer interactions or warm consultations were distributed or pulled from this queue and accepted by this agent. For e-mail, this measure
represents the total number of times that the agent created an outbound reply for interactions that were distributed or pulled from this interaction queue or workbin.
Note: For voice media, this measure is identical to Activity\Accepted; it returns positive
values when agents initiate calls.
ALTERNATE?
No
INTRODUCED IN
8.0.0
388
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].RESPONSES
AG2_AGENT_GRP_[*].RESPONSES
AG2_AGENT_QUEUE_[*].RESPONSES
INTERNAL METRIC ID
A_RESPONSES
USED IN REPORT(S)

GI2 Measures
Responses
CLASS
DESCRIPTION
For voice and chat media, the total number of customer interactions of this business
attribute that were accepted by handling resources.
All
For e-mail, this measure represents the total number times that resources (e.g.,
agents) created outbound replies that might or might not have been sent. One handling
resource can create multiple replies; this measures value reflects each reply.
Base
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
The value of this measure is greater than or equal to Responded.
AGGN FUNCTION
No
Sum
INTRODUCED IN
AG2_ID_[*].RESPONSES
DISCONTINUED IN
8.0.0
INTERNAL METRIC ID
N/A
T_RESPONSES
USED IN REPORT(S)
None
Revenue
CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total revenue that is generated during the interval by customer
interactions handled by this agent.
Agent Group Dimension: The total revenue that is generated during the interval by
customer interactions handled by agents who belong to this agent group.
Agent and Queue Dimensions: The total revenue that is generated during the interval
by customer interactions that were distributed from this queue and handled by this agent.
ALTERNATE?
No
INTRODUCED IN
8.0.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].REVENUE
AG2_AGENT_GRP_[*].REVENUE
AG2_AGENT_QUEUE_[*].REVENUE
INTERNAL METRIC ID
A_REVENUE
USED IN REPORT(S)
Revenue
CLASS
DESCRIPTION
Outbound Contact\ Agent Contact

The total revenue generated by customer interactions that are associated with this
campaign.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].REVENUE
INTERNAL METRIC ID
A_CA_REVENUE
USED IN REPORT(S)
None
389
GI2 Measures
Revenue
CLASS
DESCRIPTION

The total revenue generated during the interval by customer interactions assigned
this business attribute.
All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].REVENUE
INTERNAL METRIC ID
USED IN REPORT(S)
T_REVENUE
Revenue
CLASS
DESCRIPTION
All
The total revenue generated by customer interactions handled by this IRF resource.
Note: This figure is stored in character format.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
IRF_USER_DATA_GEN_1.REVENUE
INTERNAL METRIC ID
IRF_REVENUE
USED IN REPORT(S)
None
Routed Other
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
queue and were subsequently routed either to other mediation DNs or to unmonitored
resources.
Queue Group Dimension: The total number of times that customer interactions entered
queues that belong to this queue group and were subsequently routed either to other
mediation DNs or to unmonitored resources.
Note: This measure was previously named Calls Routed Other.
ALTERNATE?
No
INTRODUCED IN
7.6.0
390
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ROUTED_OTHER
AG2_QUEUE_GRP_[*].ROUTED_OTHER
INTERNAL METRIC ID
Q_ROUTED_OTHER
USED IN REPORT(S)
GI2 Measures
Routed Other
CLASS
DESCRIPTION
Queue\Q Customer &

Consults
The sum of customer and consult Routed Other measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.0
N/A
Refer to the Routed Other and Consult Routed Other Queue measures.
INTERNAL METRIC ID
Q_ROUTED_OTHER_CC
USED IN REPORT(S)
Routing Point Time

CLASS
DESCRIPTION
The sum of the durations, in seconds, that this IRF spent in routing point resources or routing strategy resources prior to arrival at the IRF resource.
All
Base
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
7.6.2
N/A
INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION
INTERNAL METRIC ID
IRF_ROUTING_POINT_TIME
USED IN REPORT(S)
Satisfaction
CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Agent Dimension: The sum of numerical scores of customer satisfaction that were
attributed to customer interactions handled by this agent.
Agent Group Dimension: The sum of numerical scores of customer satisfaction that
were attributed to customer interactions handled by agents who belong to this agent
group.
Agent and Queue Dimensions: The sum of numerical scores of customer satisfaction
that were attributed to customer interactions that were distributed from this queue and
handled by this agent.
AG2_AGENT_[*].SATISFACTION
AG2_AGENT_GRP_[*].SATISFACTION
AG2_AGENT_QUEUE-[*].SATISFACTION
INTERNAL METRIC ID
A_SATISFACTION
USED IN REPORT(S)
None
391
GI2 Measures
Satisfaction
CLASS
DESCRIPTION
Outbound
The sum of numerical scores of customer satisfaction that were attributed to customer
interactions from this outbound campaign.
Voice
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
AG2_AGENT_CAMPAIGN_[*].SATISFACTION
DISCONTINUED IN
8.1.0
INTERNAL METRIC ID
N/A
USED IN REPORT(S)
A_CA_SATISFACTION
None
Satisfaction
CLASS
DESCRIPTION

The sum of numerical scores of customer satisfaction that were attributed to customer
interactions assigned this business attribute.
All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.1
N/A
AG2_ID_[*].SATISFACTION
INTERNAL METRIC ID
USED IN REPORT(S)
T_SATISFACTION
Satisfaction
CLASS
DESCRIPTION
All
The numerical score of customer satisfaction that was attributed to customer interactions
handled by this IRF resource.
Note: This score is stored in character format.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.0
392
DATA TYPE
Character
AGGN FUNCTION
None
DISCONTINUED IN
N/A
IRF_USER_DATA_GEN_1.SATISFACTION
INTERNAL METRIC ID
IRF_SATISFACTION
USED IN REPORT(S)
None
GI2 Measures
Sentiment Factor
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
This hidden measure is used for internal purposes to assign a factor to the Classify
Sentiment Category dimension. This factor takes on one of four values:
-1, when Classify Sentiment Category is Negative.

0.25, when Classify Sentiment Category is Neutral.
1, when Classify Sentiment Category is Positive.
0, otherwise.
Refer to the Classify Sentiment Category Business Attribute dimension.

INTERNAL METRIC ID
@T_SENTIMENT_FACTOR
USED IN REPORT(S)
None
Sentiment Index
CLASS
DESCRIPTION

All
Reflects customers' sentiment in accordance with their ability to influence and is represented by a weighted consolidated measure of sentiment and influence that ranges in
values from -10,000 to 10,000 per interaction. The intent of this measure to assign the
largest values to those customers with the highest influence score.
N/A
MEASURE TYPE
DATA TYPE
ALTERNATE?
AGGN FUNCTION
Number
No
INTRODUCED IN
8.1.1
Universe Guide
Db delegated
DISCONTINUED IN
N/A
[AG2_ID.INFLUENCE +
(AG2_ID.SENTIMENT_ENTERED-AG2_ID.INFLUENCE_ENTERED)*
AG2_ID.SENTIMENT*Sentiment Factor]/Entered WITH Sentiment
INTERNAL METRIC ID
@T_SENTIMENT_INDEX
USED IN REPORT(S)
393
GI2 Measures
Sentiment Score
CLASS
DESCRIPTION
Agent\Activity
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent Dimension: The total score reflecting the attitude expressed by customers for
interactions that were handled by this agent.
Agent Group Dimension: The total score reflecting the attitude expressed by customers for interactions that were handled by agents belonging to this agent group.
Agent and Queue Dimensions: The total score reflecting the attitude expressed by
customers for interactions that were distributed from this queue and handled by this
agent.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].SENTIMENT
AG2_AGENT_GRP_[*].SENTIMENT
AG2_AGENT_QUEUE_[*].SENTIMENT
INTERNAL METRIC ID
@A_SENTIMENT
USED IN REPORT(S)
None
Sentiment Score
CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
394
The total score reflecting the attitude expressed by customers for interactions that
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_ID_[*].SENTIMENT
INTERNAL METRIC ID
@T_SENTIMENT
USED IN REPORT(S)
None
GI2 Measures
Short
CLASS
DESCRIPTION
Agent\Activity
All
Base
Agent Dimension: The total number of times that customer interactions were accepted
by this agent and then released, transferred, or stopped within the short-engagement
threshold.
accepted by agents who belong to this agent group and then released, transferred, or
stopped within the short-engagement threshold.
MEASURE TYPE
Disposition
DATA TYPE
Number
were distributed or pulled from this queue, accepted by this agent, and then released,
transferred, or stopped within the short-engagement threshold.
Notes:
This measure was previously named Calls Short Talk.
This measure relies on the value of short-engagement (short-talk) as configured:
In the [agg-gim-thld-AGENT-IXN] section, for the 8.1.1+ releases.
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].SHORT
AG2_AGENT_GRP_[*].SHORT
AG2_AGENT_QUEUE_[*].SHORT
INTERNAL METRIC ID
A_SHORT
USED IN REPORT(S)
Short
CLASS
DESCRIPTION

Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times that customer interactions from this campaign were
accepted by this agent and then released, transferred, or stopped within the shorttalk threshold.
Note: This measure relies on the value of the short-talk threshold as configured:
In the [agg-gim-thld-AGENT-IXN] section, for the 8.1.1+ releases.
AG2_AGENT_CAMPAIGN_[*].SHORT
INTERNAL METRIC ID
A_CA_SHORT
USED IN REPORT(S)
None
395
GI2 Measures

CLASS
DESCRIPTION


Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
The total number of customer interactions of this business attribute that were abandoned or dropped for any reason within the threshold while they were waiting for the
first handling resource.
Notes:
This measure was previously named Calls Short Abandoned.
AG2_ID_[*].SHORT_ABANDONED
INTERNAL METRIC ID
T_SHORT_ABANDONED
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
queue and were abandoned within the short-abandoned threshold.
Queue Group Dimension: The total number of times that customer interactions entered
queues that belong to this queue group and were abandoned within the short-abandoned threshold.
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
396
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A

Notes:
This measure was previously named Calls Short Abandoned.
AG2_QUEUE_[*].ABANDONED_SHORT
AG2_QUEUE_GRP_[*].ABANDONED_SHORT
INTERNAL METRIC ID
Q_ABANDONED_SHORT
USED IN REPORT(S)

GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer &

Consults
The sum of customer and consult Short Abandoned Waiting measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
DATA TYPE
Number
AGGN FUNCTION
Refer to the Short Abandoned Waiting and Consult Short Abandoned Waiting Queue
measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_SHORT_CC

CLASS
DESCRIPTION


Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.1
9.0 (targeted)
The total number of customer interactions of this business attribute that were abandoned or dropped for any reason within the threshold (defined by the short-abandonthreshold Genesys Info Mart configuration option) while they were waiting for the first
handling resource.
AG2_ID_[*].SHORT_ABANDONED_80
INTERNAL METRIC ID
USED IN REPORT(S)
@T_SHORT_ABANDONED_80
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
queue and were abandoned within the short-abandoned threshold.
entered queues that belong to this queue group and were abandoned within the shortabandoned threshold.
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].ABANDONED_SHORT_80
AG2_QUEUE_GRP_[*].ABANDONED_SHORT_80
INTERNAL METRIC ID
@Q_ABANDONED_SHORT_80
USED IN REPORT(S)
None
397
GI2 Measures

CLASS
DESCRIPTION
The sum of customer and consult Short Abandoned Waiting 80 measures.

Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Refer to the Short Abandoned Waiting 80 and Consult Short Abandoned Waiting 80
Queue measures.
Sum
DISCONTINUED IN
8.1.1
N/A
INTERNAL METRIC ID
Q_ABANDONED_SHORT_CC_80
USED IN REPORT(S)
None
SIT Detected
CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected a special information tone for contact attempts made from a specific calling list from this campaign
(CALL_RESULT_CODE='SIT_DETECTED'). A count of either 0 or 1 is attributed to this measures value for each contact attempt.
AG2_CAMPAIGN_[*].SIT_DETECTED
INTERNAL METRIC ID
CA_SIT_DETECTED
USED IN REPORT(S)
SIT Invalid Number

CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
398
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected a special information tone that indicated an invalid number for contact attempts made from a specific
calling list from this campaign (CALL_RESULT_CODE='SIT_INVALID_NUMBER'). A count of
either 0 or 1 is attributed to this measures value for each contact attempt.
AG2_CAMPAIGN_[*].SIT_INVALID_NUM
INTERNAL METRIC ID
CA_SIT_INVALID_NUM
USED IN REPORT(S)
GI2 Measures
SIT No Circuit
CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected a special information tone indicating that all circuits were busy for contact attempts made from a specific
calling list from this campaign (CALL_RESULT_CODE='SIT_NC'). A count of either 0 or 1 is
attributed to this measures value for each contact attempt.
AG2_CAMPAIGN_[*].SIT_NO_CIRCUIT
INTERNAL METRIC ID
CA_SIT_NO_CIRCUIT
USED IN REPORT(S)

CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected a special information tone indicating that the dialed number either had been changed or disconnected for
contact attempts made from a specific calling list from this campaign (CALL_RESULT_CODE=
'SIT_IC'). A count of either 0 or 1 is attributed to this measures value for each contact
attempt.
AG2_CAMPAIGN_[*].SIT_OPER_INTER
INTERNAL METRIC ID
CA_SIT_OPER_INTER
USED IN REPORT(S)
SIT Ratio
CLASS
DESCRIPTION
Attempt
The ratio of contact attempts that resulted in SIT detection to the total number of contact
attempts generated by a specific calling list from this campaign.
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
Refer to the All SIT and Attempts Contact Attempt measures.

INTERNAL METRIC ID
CA_SIT_RATIO
USED IN REPORT(S)
399
GI2 Measures
SIT Reorder
CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected a special information tone indicating incomplete digits, internal office, feature failure, call failure, no wink,
or partial digits received for contact attempts made from a specific calling list from this
campaign (CALL_RESULT_CODE='SIT_RO'). A count of either 0 or 1 is attributed to this measures value for each contact attempt.
AG2_CAMPAIGN_[*].SIT_REORDER
INTERNAL METRIC ID
CA_SIT_REORDER
USED IN REPORT(S)
SIT Unknown
CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected an unknown
special information tone for contact attempts made from a specific calling list from this
campaign (CALL_RESULT_CODE='SIT_UNKNOWN_CALL_STATE'). A count of either 0 or 1 is
attributed to this measures value for each contact attempt.
AG2_CAMPAIGN_[*].SIT_UNKNOWN
INTERNAL METRIC ID
CA_SIT_UNKNOWN
USED IN REPORT(S)
SIT Vacant
CLASS
DESCRIPTION
Attempt
Voice
N/A
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
400
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total number of times attributed to the interval that the system detected a special information tone indicating an N11 code, a class code, or a prefix for contact attempts made
from a specific calling list from this campaign (CALL_RESULT_CODE='SIT_VC'). A count of
either 0 or 1 is attributed to this measures value for each contact attempt.
AG2_CAMPAIGN_[*].SIT_VACANT
INTERNAL METRIC ID
CA_SIT_VACANT
USED IN REPORT(S)
GI2 Measures
Skill Matched
CLASS
DESCRIPTION
Handling Attempt
All
The count of requested skills that matched the skills that are associated with the IRF
resource. This field applies only to IRF rows that represent agent resources. For other
resource types, this field's value is null.
Base
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
8.0.0
INTERACTION_RESOURCE_FACT.MATCHED_SKILL_COUNT
INTERNAL METRIC ID
IRF_MATCHED_SKILL_COUNT
USED IN REPORT(S)
None
Skill Requested
CLASS
DESCRIPTION
Handling Attempt
The count of requested skills during routing to find an appropriate agent.
All
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
AGGN FUNCTION
Sum
DISCONTINUED IN
8.0.0
INTERACTION_RESOURCE_FACT.REQUESTED_SKILL_COUNT
INTERNAL METRIC ID
IRF_REQUESTED_SKILL_COUNT
USED IN REPORT(S)
None
Source Customer Engage Time

CLASS
DESCRIPTION
Detail\Transfer
All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
The number of seconds that the agent processed a customer-related transfer or conference where the agent was the initiator of the interaction.
customer.
For asynchronous interactions, this is the time spent handling an inbound interaction
from a customer or handling a reply interaction back to the customer.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
This duration excludes consultations and collaborations.

INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION
INTERNAL METRIC ID
T_IRF_CUSTOMER_ENGAGE_TIME
USED IN REPORT(S)
401
GI2 Measures
Source Customer Hold Time

CLASS
DESCRIPTION
Detail\Transfer
Voice
The number of seconds that the agent had the customer on hold. This measure pertains to
transfers or conferences that the agent initiated and excludes hold durations that are associated with consultations.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION
INTERNAL METRIC ID
T_IRF_CUSTOMER_HOLD_TIME
USED IN REPORT(S)
Source Customer Wrap Time

CLASS
DESCRIPTION
Detail\Transfer
Voice
pertain to customer transfers or conferences that the agent initiated. The duration
excludes ACW duration that is associated with received consultations.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
T_IRF_CUSTOMER_WRAP_TIME
USED IN REPORT(S)
Source Queue Time

CLASS
DESCRIPTION
Detail\Transfer
All
The sum of the durations, in seconds, that initiated transfers or conferences spent at ACD
queue resources prior to arrival at the IRF resource. This duration includes interactions
that were queued for consultation and excludes abandoned-while-queued interactions.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
402
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION
INTERNAL METRIC ID
T_IRF_QUEUE_DURATION
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION
Business Attribute\ BA Customer


Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.0.0
N/A
center and were abandoned or dropped for any reason. This measure excludes
short-abandoned interactions and abandoned-while-alerting interactions.
Notes:
This measure was previously named Standard Abandoned.
Refer to the Abandoned Waiting and Short Abandoned Waiting Business Attribute
measures.
INTERNAL METRIC ID
USED IN REPORT(S)
T_STANDARD_ABANDONED
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
Queue Dimension: The total number of customer interactions that entered this queue
and were abandoned or dropped for any reason beyond the short-abandoned threshold
and before the interactions could be established.
Queue Group Dimension: The total number of customer interactions that entered
beyond the short-abandoned threshold and before the interactions could be established.
MEASURE TYPE
Disposition
DATA TYPE
Number
This measure excludes interactions that were abandoned while they were alerting at a
handling resource.
Notes:
This measure was previously named Calls Standard Abandoned.
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ABANDONED_STANDARD
AG2_QUEUE_GRP_[*].ABANDONED_STANDARD
INTERNAL METRIC ID
Q_ABANDONED_STANDARD
USED IN REPORT(S)
403
GI2 Measures

CLASS
DESCRIPTION
The sum of customer and consult Standard Abandoned Waiting measures.

Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Refer to the Standard Abandoned Waiting and Consult Standard Abandoned Waiting
Queue measures.
Sum
DISCONTINUED IN
8.1.0
N/A
INTERNAL METRIC ID
Q_ABANDONED_STANDARD_CC
USED IN REPORT(S)

CLASS
DESCRIPTION


Logical
MEASURE TYPE
DATA TYPE
Disposition
center and were abandoned or dropped for any reason. This measure excludes shortabandoned interactions and abandoned-while-alerting interactions.
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.1
9.0 (targeted)
Refer to the Abandoned Waiting and Short Abandoned Waiting 80 Business Attribute
measures.
INTERNAL METRIC ID
T_STANDARD_ABANDONED_80
USED IN REPORT(S)
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of customer interactions that entered this queue
and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the interactions could be established.
Queue Group Dimension: The total number of customer interactions that entered
queues that belong to this queue group and were abandoned or dropped for any reason beyond the short-abandoned threshold and before the interactions could be
established.
This measure excludes interactions that were abandoned while they were alerting at a
handling resource.
ALTERNATE?
No
INTRODUCED IN
8.1.1
404
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].ABANDONED_STANDARD_80
AG2_QUEUE_GRP_[*].ABANDONED_STANDARD_80
INTERNAL METRIC ID
Q_ABANDONED_STANDARD_80
USED IN REPORT(S)
None
GI2 Measures

CLASS
DESCRIPTION
The sum of customer and consult Standard Abandoned Waiting measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Refer to the Standard Abandoned Waiting 80 and Consult Standard Abandoned

Waiting 80 Queue measures.
Sum
DISCONTINUED IN
9.0 (targeted)
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STANDARD_CC_80
None
Standard Abandoned Waiting Time

CLASS
DESCRIPTION


Logical
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The total amount of time, in seconds, that is associated with interactions of this
business attribute that were abandoned by the customer or dropped for any reason
before the interactions could be established. This time excludes the duration of
customer interactions that were abandoned within the short-abandoned threshold.
AG2_ID_[*].ABANDONED_STANDARD_TIME
INTERNAL METRIC ID
T_ABANDONED_STANDARD_TIME
USED IN REPORT(S)
None
405
GI2 Measures

CLASS
DESCRIPTION
Queue\Q Customer

Base
Queue Dimension: The total amount of time, in seconds, that is associated with interactions that entered this queue and were abandoned or dropped for any reason before the
interactions could be distributed.
Queue Group Dimension: The total amount of time, in seconds, that is associated with
interactions that entered queues that belong to this queue group and were abandoned or
dropped for any reason before the interactions could be distributed.
MEASURE TYPE
Disposition
DATA TYPE
Number
This time excludes the duration of customer interactions that were abandoned within the
short-abandoned threshold as well as abandoned-while-alerting interactions.
Note:
This measure was previously named Standard Abandoned Time.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].ABANDONED_STANDARD_TIME
AG2_QUEUE_GRP_[*].ABANDONED_STANDARD_TIME
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STANDARD_TIME
None

CLASS
DESCRIPTION
Queue\Q Customer &

Consults
The sum of customer and consult Standard Abandoned Waiting Time measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
406
DATA TYPE
Number
AGGN FUNCTION
Refer to the Standard Abandoned Waiting Time and Consult Standard Abandoned Waiting
Time Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ABN_STANDARD_TIME_CC
USED IN REPORT(S)
None
GI2 Measures
Standard Abandoned Waiting Time 80

CLASS
DESCRIPTION


Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
8.1.1
9.0 (targeted)
The total amount of time, in seconds, that is associated with interactions of this
business attribute that were abandoned by the customer or dropped for any reason
before the interactions could be established. This time excludes the duration of
customer interactions that were abandoned within the short-abandoned threshold.
AG2_ID_[*].ABANDONED_STANDARD_TIME_80
INTERNAL METRIC ID
USED IN REPORT(S)
T_ABANDONED_STANDARD_TIME_80
None

CLASS
DESCRIPTION
Queue\Q Customer

Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that is associated with interactions that entered this queue and were abandoned or dropped for any reason before
the interactions could be distributed.
with interactions that entered queues that belong to this queue group and were abandoned or dropped for any reason before the interactions could be distributed.
This time excludes the duration of customer interactions that were abandoned within the
short-abandoned threshold as well as abandoned-while-alerting interactions.
ALTERNATE?
No
INTRODUCED IN
8.1.1
AGGN FUNCTION
Sum
DISCONTINUED IN
9.0 (targeted)
AG2_QUEUE_[*].ABANDONED_STANDARD_TIME_80
AG2_QUEUE_GRP_[*].ABANDONED_STANDARD_TIME_80
INTERNAL METRIC ID
USED IN REPORT(S)
Q_ABANDONED_STANDARD_TIME_80
None

CLASS
DESCRIPTION
The sum of customer and consult Standard Abandoned Waiting Time measures.

Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Refer to the Standard Abandoned Waiting Time 80 and Consult Standard Abandoned
Waiting Time 80 Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_ABN_STANDARD_TIME_CC_80
USED IN REPORT(S)
None
407
GI2 Measures
Start Date Time Key

CLASS
DESCRIPTION
Agent\Activity
date and time from the AG2_AGENT, AG2_AGENT_GRP, or AG2_AGENT_QUEUE
hierarchies.
All
N/A
MEASURE TYPE
DATA TYPE
N/A
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
None
DISCONTINUED IN
8.0
N/A
AG2_AGENT_[*].DATE_TIME_KEY
AG2_AGENT_GRP[*].DATE_TIME_KEY
AG2_AGENT_QUEUE_[*].DATE_TIME_KEY
INTERNAL METRIC ID
A_DATE_TIME_KEY
USED IN REPORT(S)
None
Start Date Time Key

CLASS
DESCRIPTION
Detail\..\Ixn State
date and time from the IXN_RESOURCE_STATE_FACT table.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
IXN_RESOURCE_STATE_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
IRSF_START_DATE_TIME_KEY
USED IN REPORT(S)
None
Start Date Time Key

CLASS
DESCRIPTION

date and time from the AG2_AGENT_CAMPAIGN hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
408
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].DATE_TIME_KEY
INTERNAL METRIC ID
A_CA_DATE_TIME_KEY
USED IN REPORT(S)
None
GI2 Measures
Start Date Time Key

CLASS
DESCRIPTION

date and time from the AG2_ID hierarchy.
All
N/A
MEASURE TYPE
DATA TYPE
N/A
Number
ALTERNATE?
AGGN FUNCTION
No
None
INTRODUCED IN
DISCONTINUED IN
8.0
N/A
AG2_ID_[*].DATE_TIME_KEY
INTERNAL METRIC ID
T_DATE_TIME_KEY
USED IN REPORT(S)
None
Start Date Time Key

CLASS
DESCRIPTION
date and time from the INTERACTION_RESOURCE_FACT hierarchy.
All
N/A
MEASURE TYPE
DATA TYPE
N/A
Number
ALTERNATE?
AGGN FUNCTION
No
None
INTRODUCED IN
DISCONTINUED IN
8.0
N/A
INTERACTION_RESOURCE_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
IRF_START_DATE_TIME_KEY
USED IN REPORT(S)
None
Start DateTime Key

CLASS
DESCRIPTION
Detail\..\Ixn State
This hidden measure is reserved for internal use to employ a key for a particular date and
time from the AG2_QUEUE or AG2_QUEUE_GRP hierarchies.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
INFO MART TABLE.COL.UMN
IXN_RESOURCE_STATE_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
IRSF_START_DATE_TIME_KEY
USED IN REPORT(S)
None
409
GI2 Measures
Start Date Time Key

CLASS
DESCRIPTION
Queue\Q Customer
date and time from the AG2_QUEUE or AG2_QUEUE_GRP hierarchies.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_QUEUE_[*].DATE_TIME_KEY
AG2_QUEUE_GRP_[*].DATE_TIME_KEY
INTERNAL METRIC ID
Q_DATE_TIME_KEY
USED IN REPORT(S)
None
Start Date Time Key

CLASS
DESCRIPTION
Detail\..\Session
date and time from the SM_RES_SESSION_FACT table.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
SM_RES_SESSION_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
SESS_START_DATE_TIME_KEY
USED IN REPORT(S)
None
Start Date Time Key

CLASS
DESCRIPTION
Detail\..\State
date and time from the SM_RES_STATE_FACT table.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
410
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
SM_RES_STATE_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
STATE_REASON_START_DATE_TIME_KEY
USED IN REPORT(S)
None
GI2 Measures
Start Date Time Key

CLASS
DESCRIPTION
date and time from the AG2_I_SESS_STATE hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].DATE_TIME_KEY
INTERNAL METRIC ID
USED IN REPORT(S)
IA_DATE_TIME_KEY_SESS
None
Start Date Time Key

CLASS
DESCRIPTION
Detail\Transfer
date and time from the INTERACTION_RESOURCE_FACT hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.START_DATE_TIME_KEY
INTERNAL METRIC ID
USED IN REPORT(S)
T_IRF_START_DATE_TIME_KEY
None
Start Date Time Key Abn

CLASS
DESCRIPTION
Queue\Q Customer
date and time from the AG2_QUEUE_ABN hierarchy.
All
N/A
MEASURE TYPE
N/A
ALTERNATE?
No
INTRODUCED IN
8.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
None
DISCONTINUED IN
N/A
AG2_QUEUE_ABN_[*].DATE_TIME_KEY
INTERNAL METRIC ID
Q_DATE_TIME_KEY_ABN
USED IN REPORT(S)
None
411
GI2 Measures
Start Date Time Key Ans

CLASS
DESCRIPTION
Queue\Q Customer
date and time from the AG2_QUEUE_ACC_AGENT hierarchy.
All
N/A
MEASURE TYPE
DATA TYPE
N/A
Number
ALTERNATE?
AGGN FUNCTION
No
None
INTRODUCED IN
DISCONTINUED IN
8.0
N/A
AG2_QUEUE_ACC_AGENT_[*].DATE_TIME_KEY
INTERNAL METRIC ID
Q_DATE_TIME_KEY_ANS
USED IN REPORT(S)
None
Stuck
CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that customer interactions were cleared
from this virtual queue, workbin, or interaction queue because they were identified as
being stuck (having a technical result of StuckCall).
Queue Group Dimension: The total number of times that customer interactions were
cleared from virtual queues, workbins, or interaction queues that belong to this queue
group because the interactions were identified as being stuck (having a technical result
of StuckCall).
Note: Interactions can be cleared for other reasons. Refer to the Cleared Queue measure
for a listing of these reasons.
ALTERNATE?
No
INTRODUCED IN
8.0.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].CLEARED_STUCK
AG2_QUEUE_GRP_[*].CLEARED_STUCK
INTERNAL METRIC ID
Q_CLEARED_STUCK
USED IN REPORT(S)
Stuck
CLASS
DESCRIPTION
Queue\Q Customer &

Consults
The sum of customer and consult Stuck measures.
All
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
412
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
Refer to the Stuck and Consult Stuck Queue measures.

INTERNAL METRIC ID
Q_STUCK_CC
USED IN REPORT(S)
GI2 Measures
Target Customer Engage Time

CLASS
DESCRIPTION
Detail\Transfer
All
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
The number of seconds that the agent spent processing a customer-related transfer or
conference where the agent was the recipient of the interaction.
customer.
For asynchronous interactions, this is the time that the agent spent handling an inbound
interaction from a customer or handling a reply interaction back to the customer.
This duration excludes consultations and collaborations.
INTERACTION_RES_FACT_RCV_GI2.CUSTOMER_TALK_DURATION
INTERNAL METRIC ID
T_IRF_RCV_CUSTOMER_TALK_DURATION
USED IN REPORT(S)
Target Customer Hold Time

CLASS
DESCRIPTION
Detail\Transfer
Voice
The number of seconds that the agent had the customer on hold. This measure pertains to
transfers or conferences that the agent received and excludes hold durations that are
associated with consultations.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RES_FACT_RCV_GI2.CUSTOMER_HOLD_DURATION
INTERNAL METRIC ID
T_IRF_RCV_CUSTOMER_HOLD_DURATION
USED IN REPORT(S)
Target Customer Wrap Time

CLASS
DESCRIPTION
Detail\Transfer
Voice
pertain to customer transfers or conferences that the agent received. The duration
excludes ACW duration that is associated with received consultations.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
8.1.1
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RES_FACT_RCV_GI2.CUSTOMER_ACW_DURATION
INTERNAL METRIC ID
T_IRF_RCV_CUSTOMER_ACW_DURATION
USED IN REPORT(S)
413
GI2 Measures
Target Queue Time

CLASS
DESCRIPTION
Detail\Transfer
The sum of the durations, in seconds, that received transfers or conferences spent at ACD
queue resources prior to arrival at the IRF resource.
All
Base
MEASURE TYPE
DATA TYPE
Detail
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Sum
DISCONTINUED IN
8.1.1
N/A
INTERACTION_RES_FACT_RCV.QUEUE_DURATION
INTERNAL METRIC ID
USED IN REPORT(S)
T_IRF_RCV_QUEUE_DURATION
Thread Responded
CLASS
DESCRIPTION
Agent\Activity
All
Thread
Agent Dimension: The total number of customer-interaction threads for which a firsttime response was created by this agent.
Agent Group Dimension: The total number of customer-interaction threads for which
a first-time response was created by agents, who belong to this agent group.
MEASURE TYPE
Disposition
DATA TYPE
Number
Agent and Queue Dimensions: The total number of customer-interaction threads that
were distributed from this queue for which a first-time response was created by this
agent.
This measure includes an agent's first participation in outbound replies to inbound interactions.
ALTERNATE?
No
INTRODUCED IN
8.1.1
414
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].RESPONDED_THREAD
AG2_AGENT_GRP_[*].RESPONDED_THREAD
AG2_AGENT_QUEUE_[*].RESPONDED_THREAD
INTERNAL METRIC ID
A_RESPONDED_THREAD
USED IN REPORT(S)
None
GI2 Measures
Total Duration
CLASS
DESCRIPTION
All
The total duration, in seconds, of the IRF resource's participation in the interaction,
irrespective of the interval(s) in which the IRF endures, including hold duration and the
time that the interaction spent in mediation. This measure excludes alert duration, received
consultations, and received collaborations.
Base
MEASURE TYPE
Detail
ALTERNATE?
No
INTRODUCED IN
7.6.2
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION +
INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION +
INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION +
INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION
INTERNAL METRIC ID
IRF_TIME
USED IN REPORT(S)
Transfer Initiated
CLASS
DESCRIPTION
Agent\Activity
All
Agent Dimension: The total number of times that this agent transferred customer interactions.
Agent Group Dimension: The total number of times that agents, who belong to this
agent group, transferred customer interactions.
Agent and Queue Dimension: The total number of times that this agent transferred
customer interactions that were distributed or pulled from this queue.
Notes:
Both warm and blind transfers are reflected in this measure.
This measure was previously named Calls Transferred.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AG2_AGENT_[*].TRANSFER_INIT_AGENT
AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT
AG2_AGENT_QUEUE_[*].TRANSFER_INIT_AGENT
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
A_TRANSFER_INIT_AGENT
USED IN REPORT(S)

415
GI2 Measures
Transfer Initiated
CLASS
DESCRIPTION

Voice
The total number of customer interactions that are associated with this campaign
that this agent transferred. Both warm and blind transfers are reflected in this measure.
Base
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
AG2_AGENT_CAMPAIGN_[*].TRANSFER_INIT_AGENT
DISCONTINUED IN
8.0.1
INTERNAL METRIC ID
N/A
USED IN REPORT(S)
CA_TRANSFER_INIT_AGENT
None

CLASS
DESCRIPTION

All
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
The total number of customer interactions of this business attribute that agents transferred.
Notes:
This measure was previously named Calls Transferred Agent.
AG2_ID_[*].TRANSFER_INIT_AGENT
INTERNAL METRIC ID
T_TRANSFER_INIT_AGENT
DISCONTINUED IN
7.6.0
N/A
USED IN REPORT(S)


CLASS
DESCRIPTION
Queue\Q Customer
All
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that agents transferred customer
interactions that were distributed or pulled from this queue.
Queue Group Dimension: The total number of times that agents transferred customer
interactions that were distributed or pulled from queues that belong to this queue group.
Notes:
This measure was previously named Calls Transferred Agent.
ALTERNATE?
No
INTRODUCED IN
7.6.0
416
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].TRANSFER_INIT_AGENT
AG2_QUEUE_GRP_[*].TRANSFER_INIT_AGENT
INTERNAL METRIC ID
Q_TRANSFER_INIT_AGENT
USED IN REPORT(S)
GI2 Measures

CLASS
DESCRIPTION
The sum of customer and consult Transfer Initiated Agent measures.
All
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Refer to the Transfer Initiated Agent and Consult Transfer Initiated Agent Queue measures.
Sum
DISCONTINUED IN
8.1.0
N/A
INTERNAL METRIC ID
Q_TRANSFER_INIT_AGENT_CC
USED IN REPORT(S)
None
Transfer Received Accepted

CLASS
DESCRIPTION
Agent\Activity
All
Agent Dimension: The total number of times that this agent received customer
interactions that were successfully transferred to the agent.
agent group, received customer interactions that were successfully transferred to the
agents.
Agent and Queue Dimensions: The total number of times that this agent received
customer interactions that were distributed or pulled from this queue that were successfully transferred to the agent.
Note: Both warm and blind transfers are reflected in this measure.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
AG2_AGENT_[*].XFER_RECEIVED_ACCEPTED
AG2_AGENT_GRP_[*].XFER_RECEIVED_ACCEPTED
AG2_AGENT_QUEUE_[*].XFER_RECEIVED_ACCEPTED
INTERNAL METRIC ID
A_XFER_RECEIVED_ACCEPTED
USED IN REPORT(S)

N/A
417
GI2 Measures
Unknown State Time

CLASS
DESCRIPTION
All
The total amount of time, in seconds, that the state of this agent was neither Ready nor
NotReady after login to a particular media channel. The situation in which the state of an
agent is neither Ready nor NotReady usually occurs upon first login if the switch, for
instance, does not force agents into the Ready state upon login.
N/A
MEASURE TYPE
DATA TYPE
Interval
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Db delegated
DISCONTINUED IN
7.6.0
N/A
Refer to the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time
Summarized State measures.
INTERNAL METRIC ID
IA_UNKNOWN_STATE_TIME
USED IN REPORT(S)
Wrap
CLASS
DESCRIPTION
Agent\Activity
Voice
Base
for customer interactions that the agent received.
agent group were in ACW state for customer interactions that the agents received.
MEASURE TYPE
Disposition
DATA TYPE
Number
state for customer interactions that the agent received from this queue.
This measure is attributed to the interval in which the agent was offered the interactions for
which ACW was invoked.
Note: This measure was previously named ACW.
ALTERNATE?
No
INTRODUCED IN
7.6.0
418
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].WRAP
AG2_AGENT_GRP_[*].WRAP
AG2_AGENT_QUEUE_[*].WRAP
INTERNAL METRIC ID
A_WRAP
USED IN REPORT(S)
None
GI2 Measures
Wrap
CLASS
DESCRIPTION

The total number of times that agents entered ACW (Wrap) state for customer
interactions that this agent received and that were associated with this campaign.
Voice
Base
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
AG2_AGENT_CAMPAIGN_[*].WRAP
DISCONTINUED IN
8.0.1
INTERNAL METRIC ID
N/A
USED IN REPORT(S)
CA_WRAP
None
Wrap
CLASS
DESCRIPTION

Voice
The total number of times that agents entered ACW (Wrap) state for customer interactions that the agents received of this business attribute.
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
AG2_ID_[*].WRAP
INTERNAL METRIC ID
USED IN REPORT(S)
T_WRAP
None
Wrap
CLASS
DESCRIPTION
Queue\Q Customer
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total number of times that agents entered or were in ACW
(Wrap) state upon handling customer interactions that were distributed from this queue.
Queue Group Dimension: The total number of times that agents entered or were in
ACW state upon handling customer interactions that were distributed from queues that
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].WRAP
AG2_QUEUE_GRP_[*].WRAP
INTERNAL METRIC ID
Q_WRAP
USED IN REPORT(S)
None
419
GI2 Measures
Wrap
CLASS
DESCRIPTION
The sum of customer and consult Wrap measures.
Voice
Base
MEASURE TYPE
DATA TYPE
Disposition
ALTERNATE?
Number
AGGN FUNCTION
No
INTRODUCED IN
Refer to the Wrap, Consult Received Wrap, and Consult Received Warm Wrap Queue
measures.
Sum
DISCONTINUED IN
8.1.0
N/A
INTERNAL METRIC ID
Q_WRAP_CC
USED IN REPORT(S)
None
Wrap
CLASS
DESCRIPTION
Voice
The total number of times within the interval that this agent was in ACW (Wrap) state.
Note: This measure and was previously named ACW.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].WRAP
INTERNAL METRIC ID
IA_WRAP
USED IN REPORT(S)
None
Wrap In
CLASS
DESCRIPTION
Voice
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
420
The total number of times that this agent received customer calls while in ACW (Wrap)
state.
Note: This measure was previously named ACW InCall.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].WRAP_IN
INTERNAL METRIC ID
IA_WRAP_IN
USED IN REPORT(S)
Agent Wrap Report
GI2 Measures
Wrap In Time
CLASS
DESCRIPTION
Voice
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
The total amount of time, in seconds, that this agent spent handling customer calls that the
agent answered while in ACW (Wrap) state. This duration includes alert (ring) time, hold
time, and time of engagement.
Note: This measure was previously named ACW InCall Time.
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].WRAP_IN_TIME
INTERNAL METRIC ID
IA_WRAP_IN_TIME
USED IN REPORT(S)
Agent Wrap Report
Wrap Out
CLASS
DESCRIPTION
The total number of times that this agent placed calls while in ACW (Wrap) state. Consultations that the agent participated in while in ACW state are excluded from this measure.
Voice
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Note: This measure was previously named ACW OutCall.
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].WRAP_OUT
INTERNAL METRIC ID
IA_WRAP_OUT
USED IN REPORT(S)
Agent Wrap Report
Wrap Out Time

CLASS
DESCRIPTION
Voice
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
Universe Guide
DATA TYPE
The total amount of time, in seconds, that this agent spent handling internal or outbound
interactions that the agent initiated while in ACW (Wrap) state. This duration includes dial
time, hold time, and time of engagement and excludes consultations that the agent participated in while in ACW state.
Note: This measure was previously named ACW OutCallTime.
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_I_AGENT_[*].WRAP_OUT_TIME
INTERNAL METRIC ID
IA_WRAP_OUT_TIME
USED IN REPORT(S)
Agent Wrap Report
421
GI2 Measures
Wrap Time
CLASS
DESCRIPTION
Agent\Activity
Voice
Agent Dimension: The total amount of time, in seconds, that this agent was in ACW
(Wrap) state for customer interactions that the agent received.
Base
to this agent group spent in ACW state for customer interactions that the agents
received.
MEASURE TYPE
Disposition
DATA TYPE
Number
was in ACW state for customer interactions that the agent received from this queue.
This measure is attributed to the interval in which the agent was offered the interaction for
which ACW was invoked.
Note: This measure was previously named ACW Time.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_[*].WRAP_TIME
AG2_AGENT_GRP_[*].WRAP_TIME
AG2_AGENT_QUEUE_[*].WRAP_TIME
INTERNAL METRIC ID
A_WRAP_TIME
USED IN REPORT(S)

Agent Queue Report
Wrap Time
CLASS
DESCRIPTION

Voice
The total amount of time, in seconds, that this agent spent in ACW (Wrap) state for
customer interactions that the agent received and that were associated with this
campaign.
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.0.1
422
DATA TYPE
Number
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_AGENT_CAMPAIGN_[*].WRAP_TIME
INTERNAL METRIC ID
CA_WRAP_TIME
USED IN REPORT(S)
GI2 Measures
Wrap Time
CLASS
DESCRIPTION

Voice
The total amount of time, in seconds, that resources spent in ACW (Wrap) state for
customer interactions that were received of this business attribute.
Logical
MEASURE TYPE
DATA TYPE
Disposition
Number
ALTERNATE?
AGGN FUNCTION
No
Sum
INTRODUCED IN
DISCONTINUED IN
7.6.0
N/A
AG2_ID_[*].WRAP_TIME
INTERNAL METRIC ID
T_WRAP_TIME
USED IN REPORT(S)
None
Wrap Time
CLASS
DESCRIPTION
Queue\Q Customer
Voice
Base
MEASURE TYPE
Disposition
DATA TYPE
Number
Queue Dimension: The total amount of time, in seconds, that agents spent performing
after-call work for customer interactions that were distributed from this queue.
Queue Group Dimension: The total amount of time, in seconds, that agents spent
performing after-call work for customer interactions that were distributed from queues
that belong to this queue group.
ALTERNATE?
No
INTRODUCED IN
7.6.0
AGGN FUNCTION
Sum
DISCONTINUED IN
N/A
AG2_QUEUE_[*].WRAP_TIME
AG2_QUEUE_GRP_[*].WRAP_TIME
INTERNAL METRIC ID
Q_WRAP_TIME
USED IN REPORT(S)
Wrap Time
CLASS
DESCRIPTION
The sum of customer and consult Wrap Time measures.
Voice
Base
MEASURE TYPE
Disposition
ALTERNATE?
No
INTRODUCED IN
8.1.0
Universe Guide
DATA TYPE
Number
AGGN FUNCTION
Refer to the Wrap Time, Consult Received Wrap Time, and Consult Received Warm
Wrap Time Queue measures.
Sum
DISCONTINUED IN
N/A
INTERNAL METRIC ID
Q_WRAP_TIME_CC
USED IN REPORT(S)
None
423
GI2 Measures
Wrap Time
CLASS
DESCRIPTION
Voice
The total amount of time, in seconds, within the interval that this agent spent in ACW
(Wrap) state whether or not the reason for entering this state was related to an interaction.
N/A
MEASURE TYPE
Interval
ALTERNATE?
No
INTRODUCED IN
7.6.0
424
DATA TYPE
Number
AGGN FUNCTION
Db delegated
DISCONTINUED IN
N/A
AG2_I_SESS_STATE_[*].WRAP_TIME
INTERNAL METRIC ID
IA_WRAP_TIME
USED IN REPORT(S)

Agent Wrap Report
Appendix
Dictionary of Data
Elements
A more comprehensive dictionary of contact center expressions and acronyms
is provided in the Genesys Technical Publications Glossary.
abandoned call
A call where the customer hangs up, or where the customers line is dropped for
whatever reason while the interaction:
Is at the queue.
Has been diverted from the queue but has not been answered.
Is ringing at the agents desktop but has not been answered.
Interactions where the line drops for any reason, after a connection with a contact center
handling resource is established, are not considered to be abandoned.
abandoned while
ringing
Abandoned while ringing interactions include those for which the customer drops the line
while the interaction is ringing at the agents desktop but has not been answered.
accepted
Accepted, answered, pulled, or initiated by a handling resource.
ACD queue
Automatic Call Distributor queue
actionability
An attribute of interactions that measures the degree to which interactions require agent
attention. The value of this attribute is obtained via attached data that is provided by the
Social Messaging Server, a component of Genesys eServices.
Universe Guide
425
Appendix A: Dictionary of Data Elements
ACW
The acronym for after-call work or after-call wrap-up.

The time that an agent spends completing an interaction after it is disconnected. This is
represented by the length of time that the associated DN is in ACW state. This state
occurs when the EventAgentNotReady TEvent is received at the agents DN with a work
mode attribute of Wrap. After-call work can be either associated with a call or not. Callrelated ACW results when the agent enters ACW state before disconnecting, or before
the expiration of a configured time period after disconnecting.
Whether Wrap measure reflects interrupted or uninterrupted ACW time (where the
measurement of ACW continues if the agent makes or receives a call while in ACW
state) is heavily dependent on the configuration of the ICON application that supplies
data to the Info Mart database. Refer to the Interaction Concentrator 8.0 Deployment
Guide for information about the gls-enable-acw-busy configuration option.
agent
A Person object configured in Configuration Server. Whether the IsAgent field is marked
is irrelevant for reporting purposes.
agents DN
Any of a places directory numbers (DNs) that are associated with an agent in Configuration Server.
alerting
A media-neutral state that indicates that a signal was sent to a target to indicate an
incoming interaction. For the voice media type, alerting is synonymous with ringing.
AnsweredByAgent
The technical-result reason that is reported when a configured Person object can be
associated with the targets DN on which the interaction was accepted, answered, pulled,
or initiated. Cases in which a Person object cannot be associated with the targets DN are
reported as AnsweredByOther.
asynchronous media
A media type that does not involve a connected session between two or more parties.
biar
The acronym for Business Intelligence Archive Resource. The insights.biar file stores
the Interactive Insights universe, users, user groups, folders, and reports.
blind transfer
See cold transfer.
business attribute
The classification of interactions by using predefined objects, each of which have a

specific value within a range of values. In Configuration Server, this expression
encompasses over a dozen types of business-related attributes including Contact
Attributes, Case ID, and Language. Use of this expression within Interactive Insights,
however, restricts the definition to one or more of the following:
Business Results
Customer Segment
Service Type
Service Subtype
call-related ACW
See ACW.
cold transfer
An agent immediately transfers an interaction to another agent without communicating

first with that agent. Also known as a blind transfer.
collaboration
Also known as a simple consult interaction in a multimedia environment. See also simple
consult interaction.
conference call
The connection of three or more people into one phone conversation.
426
connected media
Media types where an agent and customer are actively engaged in the same interaction.
Genesys Interactive Insights release 8.0 recognizes voice and chat sessions as
connected media. E-mail is an example of an unconnected media type.
Also referred to as online media.
consult interaction
An interaction which is created as a result of an associated interaction with the customer

in which two agents or more participate simultaneously. Note that the customer is not
associated with this consult interaction; the customer is associated with parent interaction.
CPD Server
Call Progress Detection Server
CRM
The acronym for Customer Relationship Management.
customer interaction
A contact center activity that involves a request for information by the customer.
For interactions entering the contact center from unmonitored devices (Inbound
interactions), the customer is the originating party who exists outside the contact
center.
For interactions initiated from monitored devices within the contact center where the
receiving party exists outside the contact center (Outbound interactions), the customer
is the unmonitored party.
For interactions where both the originating and receiving parties are monitored by the
contact center, the customer is the originating party.
database-delegated
measure
A metric for which the Business Objects Database Delegated aggregate function is set in
the measures properties. When you refresh a Web Intelligence report, the aggregation
of a database-delegated measure performed by the database server.
dialing
Indicates that a dialing event has been sent to the switch. Dial time excludes the duration
of call initiation which is measured from the moment the telephony device goes off-hook
until the dialing event is sent. Dialing applies only to voice media.
distributed
Distribution includes any of the following:
Distributed to another queue

Distributed to an unmonitored resource
Answered
Redirected upon no answer
Abandoned by the customer while ringing at an agent's DN
engage
For connected media, this includes talk sessions (voice) and chat sessions. For
disconnected media (e-mail), this includes reading and writing e-mail.
established
interaction
Within the realm of contact center operations, an interaction involving, at minimum, two
connected parties, one (or more) of which being a handling resource. Established interactions exclude the following:
Interactions that alerted at a self-service IVR or rang at an agent resource before they
were abandoned or stopped for any reason.
Interactions that were redirected upon no answer.
GA
The acronym for Generally Available.
Universe Guide
427
held call
A voice interaction that an agent temporarily leaves without disconnecting the line. Held
calls can be placed on hold explicitly, such as when the agent presses (or clicks) the
Hold button, or indirectly, such as when the agent initiates a consult interaction or
answers another call on a multiline device without first pressing the Hold button. Line
held calls can be retrieved from hold by any agent with a voice device that shows the
held call, whereas exclusively held calls can be retrieved only from the device that initiated the hold.
Unless it is otherwise indicated in this guide, the expressions hold and held call refer to
interactions that were placed on hold either explicitly or indirectly, and that can be
retrieved only by the telephone device from which the interaction was placed on hold.
inbound consult call
A consult interaction that is associated with an inbound call.
influence
A numerical representation of the customers ability to drive action using social networks,
such as Twitter and Facebook, as measured by Klout, Inc. and delivered using attached
data by the Genesys Social Messaging Server. The Klout Score ranges from 1100,
where 1 indicates the least amount of influence and 100 indicates the greatest. Refer to
http://klout.com for additional information.
IRF
A record in the INTERACTION_RESOURCE_FACT table.
IRF resource
The resource that is associated with a specific record in the INTERACTION_RESOURCE_FACT

table.
line hold
See held call.
mediation DN
An ACD queue, virtual queue, routing point, virtual routing point, workbin, or interaction
queue.
nonagent
Anything that can alert and establish (connect), but for which no Person object can be
associated; for example, IVR ports, voice-treatment ports, and any DN. A nonagent
cannot be a mediation DN, such as a queue or routing point.
queues
ACD-associated points at which interactions wait for a network resource.
RPC
The acronym for right person contacted.
resource
Any contact center object that can receive and process interactions, including queues,
agents, IVR ports, and routing ports.
RONA
The acronym for Redirected on No Answer.

The situation in which an interaction gets distributed from a virtual queue and is then
redirected at the first target. Redirection is also possible at the switch level for some
T-Server types. RONA does not include this redirection.
sentiment
An attribute of an interaction that reflects the attitude that customers expressed about
their experience. The value of this attribute is obtained via attached data that is provided
by the Social Messaging Server, a component of Genesys eServices.
short abandon call
A voice interaction that the customer drops, for any reason, inside of a minimum
configured threshold of time and while the interaction is still at a mediation DN, before
it is offered to a resource that can answer or accept the interaction.
simple consult
interaction
An interaction that begins and ends in consult and does not result in a transfer to or
conference to another party. Simple consult measures include consultations/collaborations that are directly associated with customer interactions as well as those that ensue
after the customer has left the conversation.
Also simple consultation.
SIT
The acronym for Special Information Tone
428
SLA
The acronym for Service-Level Agreement
smart measure
See database-delegated measure.
standard abandoned
call
A voice interaction that the customer drops, for any reason, after the expiration of a
minimum configured threshold of time and while the interaction is within a queue, virtual
queue, or routing point. This expression excludes those interactions that are abandoned
after they are distributed from the mediation DN object and before they could be
answered by a resource (which is known as abandoned while ringing). Genesys software
recognizes such interactions that surpass this threshold as truly abandoned interactions.
Dropped interactions that do not last for this threshold of time are considered short
abandoned interactions.
stuck calls
A classification of interactions that involves missynchronization between two or more

interdependent contact center components (such as T-Server and the switch, Stat Server
and T-Server, or the Genesys Router and Stat Server).
target
An entity that can receive a call.
transfer
A system feature that enables moving an interaction from one extension to another. See
also warm transfer and cold transfer.
warm consult
interaction
Also warm consultation.

A customer interaction that begins in consult and is transferred to or conferenced with
another contact center resource. This concept currently applies only to agent activity
(including measures from the Agent Contact class) and queue-related measures. Warm
consult measures include conferences where the customer leaves the interaction and
internal contact center interactions where the initiating agent transfers the interaction to
other contact center resources.
warm transfer
Reflects that an agent communicates with another agent before transferring an

interaction to that agent.
Wrap
A media-neutral state (ACW [aftercall work] in voice). The Wrap state is not recognized by
the Multimedia Interaction Server.
Universe Guide
429
430
Appendix
Report Queries
This chapter provides an example of a generated query for the Agent Wrap Interactive
Insights report. You can study this example to better understand the data that each
Interactive Insights report retrieves, and you can use it as a reference for creating your
own reports. Please note that this query was automatically generated by Web
Intelligence. The actual query that is used by this report might differ slightly when it is
run and depending on how Interactive Insights and the supporting Genesys
applications are configured in your environment. Use this report query only for
reference as it might not be precise for all 8.1.x releases of Interactive Insights.
Agent Wrap Report Query

Figure 10 depicts the universe dimensions, measures, and filters that are used in the
construction of the Agent Wrap Report.
Universe Guide
431
Appendix B: Interactive Insights Report Queries
Figure 10: Universe Objects of the Agent Wrap Report
From these elements, Web Intelligence generates the query in the following section
and issues it against the Info Mart database when the report is refreshed and run.
Generated SQL Statement for the Agent Wrap Report

SELECT DISTINCT TENANT.TENANT_NAME
,
DATE_TIME.LABEL_YYYY_MM_DD_HH24
,
,
INTERACTION_TYPE_GI2.INTERACTION_TYPE,
SUM(AG2_I_AGENT_HOUR.WRAP_OUT)
,
SUM(AG2_I_AGENT_HOUR.WRAP_OUT_TIME) ,
CASE
WHEN
( SUM(AG2_I_SESS_STATE_HOUR.WRAP_TIME) ) <> 0
THEN 1.0 * ( SUM(AG2_I_AGENT_HOUR.WRAP_OUT_TIME) ) /
( SUM (AG2_I_SESS_STATE_HOUR.WRAP_TIME) )
ELSE 0
END
,
SUM(AG2_I_AGENT_HOUR.WRAP_IN)
,
SUM(AG2_I_AGENT_HOUR.WRAP_IN_TIME),
CASE
WHEN
( SUM(AG2_I_SESS_STATE_HOUR.WRAP_TIME) ) <> 0
THEN 1.0 * ( SUM(AG2_I_AGENT_HOUR.WRAP_IN_TIME) ) /
( SUM (AG2_I_SESS_STATE_HOUR.WRAP_TIME) )
432
ELSE 0
END
,
SUM(AG2_I_SESS_STATE_HOUR.WRAP_TIME) ,
SUM(AG2_I_SESS_STATE_HOUR.ACTIVE_TIME),
CASE
WHEN
( SUM(AG2_I_SESS_STATE_HOUR.ACTIVE_TIME) ) <> 0
THEN 1.0 *( SUM(AG2_I_SESS_STATE_HOUR.WRAP_TIME) )/
( SUM (AG2_I_SESS_STATE_HOUR.ACTIVE_TIME) )
ELSE 0
END
FROM INTERACTION_TYPE_GI2
RIGHT OUTER JOIN AG2_I_AGENT_HOUR
ON (AG2_I_AGENT_HOUR.INTERACTION_TYPE_KEY=
INTERACTION_TYPE_GI2.INTERACTION_TYPE_KEY )
RIGHT OUTER JOIN AG2_I_SESS_STATE_HOUR
ON (AG2_I_SESS_STATE_HOUR.DATE_TIME_KEY =
AG2_I_AGENT_HOUR.DATE_TIME_KEY
AND AG2_I_SESS_STATE_HOUR.TENANT_KEY =
AG2_I_AGENT_HOUR.TENANT_KEY
AND AG2_I_SESS_STATE_HOUR.MEDIA_TYPE_KEY =
AG2_I_AGENT_HOUR.MEDIA_TYPE_KEY
AND AG2_I_SESS_STATE_HOUR.RESOURCE_KEY =
AG2_I_AGENT_HOUR.RESOURCE_KEY
AND AG2_I_SESS_STATE_HOUR.GROUP_COMBINATION_KEY=
AG2_I_AGENT_HOUR.GROUP_COMBINATION_KEY )
INNER JOIN MEDIA_TYPE
ON (AG2_I_SESS_STATE_HOUR.MEDIA_TYPE_KEY=MEDIA_TYPE.MEDIA_TYPE_KEY)
INNER JOIN RESOURCE_GI2
ON (AG2_I_SESS_STATE_HOUR.RESOURCE_KEY=RESOURCE_GI2.RESOURCE_KEY)
INNER JOIN TENANT
ON (AG2_I_SESS_STATE_HOUR.TENANT_KEY=TENANT.TENANT_KEY)
INNER JOIN DATE_TIME
ON (AG2_I_SESS_STATE_HOUR.DATE_TIME_KEY=DATE_TIME.DATE_TIME_KEY)
WHERE (
( RESOURCE_GI2.RESOURCE_TYPE_CODE='AGENT' ) )
AND
(
(
(
RESOURCE_GI2.RESOURCE_TYPE_CODE='AGENT'
AND
(
( RESOURCE_GI2.AGENT_NAME ) IN @Prompt('Agent:','A',
'Activity\Agent Name',Multi,Constrained,Persistent,
{'ALL'},USER:10) OR 'ALL' IN @Variable('Agent:')
)
)
)
AND
(
Universe Guide
433
DATE_TIME.CAL_HOUR_24_NUM_IN_DAY BETWEEN
@Prompt('From Hour:','N','Time\Hour',Mono,Constrained,
Persistent,{'0'},USER:5) AND @Prompt ('To Hour:','N',
'Time\Hour',Mono,Constrained,Persistent,{'24'},USER:6)
)
AND
(
(
(
'None'=@Prompt('Pre-set Day Filter:','C','Time\Day Date
Range',Mono,Constrained,Persistent,{'Today'},
USER:1)
AND
( AG2_I_SESS_STATE_HOUR.DATE_TIME_KEY ) >=
(SELECT MIN(DATE_TIME_DAY_KEY)
FROM DATE_TIME
WHERE CAL_DATE IN
(SELECT MAX(CAL_DATE)
FROM DATE_TIME
WHERE CAL_DATE<= @Prompt('Report Date:','D',,Mono,
Free,Persistent,{'1/6/2012 12:00:00 AM'},USER:2) )
)
AND
( AG2_I_SESS_STATE_HOUR.DATE_TIME_KEY ) <
(SELECT MIN(DATE_TIME_NEXT_DAY_KEY)
FROM DATE_TIME
WHERE CAL_DATE IN
(SELECT MAX(CAL_DATE)
FROM DATE_TIME
WHERE CAL_DATE<= @Variable('Report Date:') )
)
)
OR
(
'None'<>@Variable('Pre-set Day Filter:')
AND
( AG2_I_SESS_STATE_HOUR.DATE_TIME_KEY )
BETWEEN
( SELECT RANGE_START_KEY
FROM RELATIVE_RANGE
WHERE RANGE_NAME=@Variable('Pre-set Day Filter:')
)
AND
( SELECT RANGE_END_KEY-1
FROM RELATIVE_RANGE
WHERE RANGE_NAME=@Variable('Pre-set Day Filter:')
)
)
)
)
AND
434
( MEDIA_TYPE.MEDIA_NAME_CODE='VOICE' )
AND
(
( INTERACTION_TYPE_GI2.INTERACTION_TYPE )
IN @Prompt('Interaction Type:','A','Activity\Interaction Type',
Multi,Constrained,Persistent,{'ALL'},USER:19)
OR 'ALL' IN @Variable('Interaction Type:')
)
AND
(
'ALL' IN @Prompt('Agent Group:','A','State and Reason\Agent
Group',Multi,Constrained,Persistent,{'ALL'},USER:9)
OR
( AG2_I_SESS_STATE_HOUR.GROUP_COMBINATION_KEY )
IN
(SELECT RESOURCE_GROUP_COMBINATION.GROUP_COMBINATION_KEY
FROM RESOURCE_GROUP_COMBINATION, GROUP_
WHERE GROUP_.GROUP_KEY=RESOURCE_GROUP_COMBINATION.GROUP_KEY
AND GROUP_.GROUP_TYPE_CODE IN ('AGENT','UNKNOWN','NO_VALUE')
AND GROUP_.GROUP_NAME IN @Variable('Agent Group:')
)
)
AND
(
(
(
TENANT.TENANT_NAME
)
IN @Prompt('Tenant:','A','Service Objects\Tenant
Name',Multi,
OR
)
Constrained,Persistent,{'ALL'},USER:20)
)
'ALL' IN @Variable('Tenant:')
)
GROUP BY TENANT.TENANT_NAME
,
DATE_TIME.LABEL_YYYY_MM_DD_HH24,
,
INTERACTION_TYPE_GI2.INTERACTION_TYPE ;
Universe Guide
435
436
Appendix
Reports to Aggregation
Tables Matrix
The following tables map the aggregation tables that are used by each Interactive
Insights report. The reports reference other dimension and fact tables that are not
included in the matrix. If you do not need some of these reports, you can elect not to
have the Genesys Info Mart Server populate them by setting configuration options
accordingly. Refer to the table in the Genesys Interactive Insights 8.1 Deployment
Guide for an aggregation-options matrix that shows which options control data
population of which tables.
Interactive Insights Report
Info Mart Aggregation Table

AG2_AGENT_QUEUE_[S,H,D,M]
AG2_I_AGENT_[S,H,D,M]
AG2_I_SESS_STATE_[S,H,D,M]
AG2_I_STATE_RSN_[S,H,D,M]
AG2_AGENT_[S,H,D,M]
AG2_AGENT_GRP_[S,H,D,M]
AG2_ID_[S,H,D,M]
AG2_QUEUE_[S,H,D,M]
AG2_QUEUE_ABN_[S,H,D,M]
AG2_QUEUE_ACC_AGENT_[S,H,D,M]
AG2_QUEUE_GRP_[S,H,D,M]
AG2_AGENT_CAMPAIGN_S,[H,D,M]
AG2_CAMPAIGN_S,[H,D,M]
Table 1: Mapping of Interactive Insights Reports to

Aggregation Tables
Standalone Reports

The following abbreviations are used to represent aggregation levels in some of the preceding table names. The
complete name of the table spells out the levels as follows:
S=SUBHR
H=HOUR
D=DAY
M=MONTH
Universe Guide
437
Appendix C: Reports to Aggregation Tables Matrix

AG2_AGENT_[S,H,D,M]
AG2_ID_[S,H,D,M]
AG2_QUEUE_[S,H,D,M]

Aggregation Tables (Continued)

Agent Login-Logout Report


Agent Queue Report


Agent Wrap Report

S=SUBHR
H=HOUR
D=DAY
M=MONTH
438

AG2_AGENT_[S,H,D,M]
AG2_ID_[S,H,D,M]
AG2_QUEUE_[S,H,D,M]

Aggregation Tables (Continued)

Speed of Accept
S=SUBHR
H=HOUR
D=DAY
M=MONTH
Universe Guide
439
440
Supplements
Related Documentation
Resources
BusinessObjects Enterprise XI 3.1
BusinessObjects Enterprise XI 3.1 InfoView Users Guide.
BusinessObjects Enterprise XI 3.1 Universe Designer.
BusinessObjects Enterprise XI 3.1 Building Reports using the Java Report Panel.*
BusinessObjects Business Intelligence Platform
Business Intelligence Platform User GuideSAP BusinessObjects Business

Intelligence Platform 4.1 Support Package 2.
Business Intelligence Launch Pad User GuideSAP BusinessObjects Business

Intelligence Platform 4.1 Support Package 2
Information Design Tool User GuideSAP BusinessObjects Business Intelligence

platform 4.1 Support Package 2.
Genesys Interactive Insights
Genesys Interactive Insights 8.1 Deployment Guide, which will help you install,
start, stop, and uninstall the Genesys-provided image of BusinessObjects
Enterprise XI and the GI2 reports and universe.
Genesys Interactive Insights 8.1 Users Guide, which will guide you in
customization of the universe to meet specific business needs.
* Genesys believes that some Business Objects documents that were available as of the publication of this Genesys
Interactive Insights 8.1 Universe Guide were mistitled. The references that we provide to such documents use the
intended titles.
Universe Guide
441
Related Documentation Resources
Genesys Info Mart/Interaction Concentrator
Genesys Info Mart and Interaction Concentrator (ICON) 8.1 documentation sets,
which will help you configure, install, and populate data within the Info Mart
database and IDBthe database to which ICON writes.
Reporting and Analytics Aggregates
Reporting and Analytics Aggregates 8.1 Reference Manual, which provides a

complete schema and descriptions of the aggregate tables that are the primary
source of data for the Interactive Insights reports.
Reporting and Analytics Aggregates 8.1 Users Guide, which describes how the
aggregation engine functions.
Genesys eServices
eServices Users Guide, which defines categories, standard responses, and screen
rules; how to manage them; and how interactions are analyzed using eServices
tools.
eServices Social Media Solution Guide, which provides an overview of Genesys

Social Messaging Management.
Genesys
Genesys Technical Publications Glossary, available on the Genesys

Documentation website, provides a comprehensive list of the Genesys and
computer-telephony integration (CTI) terminology and acronyms used in this
document.
Genesys Migration Guide, available on the Genesys Documentation website and

which ships on the Genesys Documentation Library DVD, provides documented
migration strategies for Genesys product releases. Contact Genesys Customer Care
for more information.
Information about supported hardware and third-party software is available on the

Genesys Documentation website in the following documents:
Genesys Supported Operating Environment Reference Guide
Genesys Supported Media Interfaces Reference Manual
Consult the following additional resources as necessary:
Genesys Hardware Sizing Guide, which provides information about Genesys

hardware sizing guidelines for the Genesys 8.x releases.
For additional system-wide planning tools and information, see the release-specific
listings of System-Level Documents on the Genesys Documentation website
(docs.genesys.com).
442
Related Documentation Resources
Genesys product documentation is available on the:
Universe Guide
Genesys Customer Care website at http://genesys.com/customer-care.
Genesys Documentation site at http://docs.genesys.com/.
Genesys Documentation Library DVD, which you can order by e-mail from
Genesys Order Management at [email protected].
443
Document Conventions
This document uses certain stylistic and typographical conventionsintroduced
herethat serve as shorthands for particular kinds of information.
Document Version Number

A version number appears at the bottom of the inside front cover of this document.
Version numbers change as new information is added to this document. The following
is a sample version number:
81ii_universe_10-2012_v8.1.103.00
You will need this number when you are talking with Genesys Customer Care about
this product.
Screen Captures Used in This Document

Screen captures from the product graphical user interface (GUI), as used in this
document, may sometimes contain minor spelling, capitalization, or grammatical
errors. The text that accompanies and explains the screen captures corrects such errors
except when such a correction would prevent you from installing, configuring, or
successfully using the product. For example, if the name of an option contains a usage
error, the name would be presented exactly as it appears in the product GUI; the error
would not be corrected in any accompanying text.
Type Styles
Table 2 describes and illustrates the type conventions that are used in this document.
Table 2: Type Styles
Type Style Used For
Examples
Italic
Please consult the Genesys Migration

Guide for more information.
Document titles
Emphasis
Definitions of (or first references to) unfamiliar
terms
Mathematical variables
Do not use this value for this option.

A customary and usual practice is one
that is widely accepted and used within a
particular industry or profession.
Used also to indicate placeholder text within code

The formula, x +1 = 7
samples or commands, in the special case in which
angle brackets are a required part of the syntax (see the where x stands for . . .
note about angle brackets on page 445).
444
Table 2: Type Styles (Continued)

Type Style Used For
Examples
Monospace
font
All programming identifiers and GUI elements. This

convention includes:
Select the Show variables on screen

check box.
(Looks like
teletype or
The names of directories, files, folders,

configuration objects, paths, scripts, dialog boxes,
options, fields, text and list boxes, operational
modes, all buttons (including radio buttons), check
boxes, commands, tabs, CTI events, and error
messages.
In the Operand text box, enter your

formula.
typewriter
text)
The values of options.

Logical arguments and command syntax.
Code samples.
Click OK to exit the Properties dialog

box.
T-Server distributes the error messages in
EventError events.
If you select true for the
inbound-bsns-calls option, all
established inbound calls on a local agent
are considered business calls.
Used also for any text that users must enter manually
during a configuration or installation procedure, or on a Enter exit on the command line.
command line.
Square
A particular parameter or value that is optional within a smcp_server -host [/flags]
brackets ([ ]) logical argument, a command, or some programming
syntax. That is, the presence of the parameter or value
is not required to resolve the argument, command, or
block of code. The user decides whether to include this
optional information.
Angle
brackets
(< >)
smcp_server -host <confighost>

A placeholder for a value that the user must specify.
This might be a DN or a port number that is specific to
your enterprise.
Note: In some cases, angle brackets are required

characters in code syntax (for example, in XML
schemas). In these cases, italic text is used for
placeholder values.
Universe Guide
445
446
Index
Symbols
[ ] (square brackets) . . . . . . . . .
% Abandoned Inviting 80 measure . .
% Abandoned Inviting measure . . .
% Abandoned ST2 measure . . . . .
% Abandoned Waiting measure . . .
% Abandoned Waiting ST1 measure .
% Abandoned Waiting ST10 measure
% Accept Service Level 80 measure .
% Accept Service Level measure . .
% Accepted 80 measure . . . . . . .
% Accepted Agent 80 measure . . .
% Accepted Agent measure . . . . .
% Accepted Agent ST1 measure . . .
% Accepted Agent ST10 measure . .
Universe Guide
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. . . 445
167, 168
166, 167
. . . 169
168, 169
. . . 169
. . . 172
. . . 172
. . . 173
. . . 173
. . . 173
. . . 174
. . . 174
. . . 174
. . . 175
. . . 175
. . . 175
. . . 170
. . . 170
. . . 170
. . . 171
. . . 171
. . . 171
. . . 172
. . . 177
. . . 176
178, 179
180, 181
179, 180
. . . 181
. . . 184
. . . 184
. . . 185
. . . 185
. . . 185
. . . 186
. . . 186
. . . 186
% Accepted Agent ST18 measure. . . . . . . . 187

% Accepted Agent ST2 measure . . . . . . . . 181
% Accepted measure . . . . . . . . . . . .177, 178
% Busy Time measure. . . . . . . . . . . . . . 188
% Consult Received Time measure . . . . . . . 188
% Distributed 80 measure . . . . . . . . . . . . 189
% Distributed measure. . . . . . . . . . . . . . 188
% Engage Time measure . . . . . . . . . . . . 189
% Finished Service Level measure . . . . .189, 190
% First Response Time Service Level measure . 190
% Hold Time measure . . . . . . . . . . . . . . 190
% Invite Time measure . . . . . . . . . . . . . 191
% Ixn Wrap Time measure. . . . . . . . . . . . 191
% Not Ready In Time measure . . . . . . . . . 191
% Not Ready Out Time measure . . . . . . . . 192
% Not Ready Reason Time measure . . . . . . 192
% Not Ready Time measure . . . . . . . . . . . 192
% Not Ready Time Rsn measure . . . . . . . . 193
% Occupancy measure . . . . . . . . . . . . . 193
% Ready Time measure . . . . . . . . . . . . . 193
% Short Abandoned Waiting 80 measure . .194, 195
% Short Abandoned Waiting measure. . . .194, 195
% Transfer Initiated Agent measure . . . . .196, 197
% Transfer Initiated measure . . . . . . . . . . 196
% Transfer Received Accepted measure . . . . 197
% Unknown State Time measure . . . . . . . . 197
% Wrap In Time measure . . . . . . . . . . . . 198
% Wrap Out Time measure . . . . . . . . . . . 198
% Wrap Time measure . . . . . . . . . . . . . 198
< > (angle brackets) . . . . . . . . . . . . . . . 445
447
Index
Numerics
0 (zero)
meaning in reports . . . . . . . . . . . . . . . . 16
30 minutes dimension . . . . . . . . . . . . . . 91
A
Abandon Delay Report . . . . . . . . . . . . . . 20
Abandoned Inviting measure . . . . . . . . 199, 200
Abandoned Waiting measure. . . . . . 200, 201, 202
Abandoned Waiting ST1 measure . . . . . . . . 202
Abandoned Waiting ST10 measure . . . . . . . 205
Abandoned Waiting STI class . . . . . . . . . . 68
Abandoned Waiting Time measure . . . . . . . . 209
Accept Time Agent measure . . . . . . . . . . . 211
Accept Time measure . . . . . . . . . . . . . . 210
Accepted Agent in Threshold 80 measure . . . . 217
Accepted Agent in Threshold measure . . . . . . 216
Accepted Agent measure. . . . . . . . . . 214, 215
Accepted Agent ST1 measure . . . . . . . . . . 218
Accepted Agent ST10 measure . . . . . . . . . 222
448

Accepted Agent STI class . . . . . . . . . . . . . 68
Accepted in Threshold 80 measure . . . . . . . 229
Accepted in Threshold measure . . . . . . .227, 228
Accepted measure . . . . . . . . . . . 212, 213, 214
Accepted Others measure . . . . . . . . . .229, 230
Accepted Thread measure. . . . . . . . . . . . 231
Accepted Unique measure. . . . . . . . . . . . 232
Actionability measure . . . . . . . . . . . . . . 232
Actionability Score measure . . . . . . . . . . . 233
Active dimension. . . . . . . . . . . . . . . . . . 91
Active Reason dimension . . . . . . . . . . . . . 92
Active State dimension . . . . . . . . . . . . . . 92
Active Time measure . . . . . . . . . . . .233, 234
Activity class . . . . . . . . . . . . . . . . . . . . 69
Activity User Data Example class . . . . . . . 70, 82
Additional Info dimension . . . . . . . . . . . . . 92
Agent - Queue A Group Combination condition . 131
Agent - Queue A Group Combination measure . 234
Agent - Queue Q Group Combination condition . 131
Agent - Queue Q Group Combination measure . 234
Agent Cascade condition . . . . . . . . . . . . 130
Agent Cascade dimension . . . . . . . . . . . . . 92
Agent class . . . . . . . . . . . . . . . . . . . . 70
Agent condition . . . . . . . . . . . . . . . . . 130
Agent Conduct Report . . . . . . . . . . . . . . . 21
Agent Contact class . . . . . . . . . . . . . . . . 71
Agent Detail class . . . . . . . . . . . . . . . . . 71
Agent Details Activity Report . . . . . . . . . . . 22
Agent Disconnect First measure. . . . . . . . . 235
Agent Group Business Result Report . . . . . . . 24
Agent Group Combination (Target) condition . . 131
Agent Group Combination Key dimension. . . . . 93
Agent Group condition . . . . . . . . . . . . . . 131
Agent Group Customer Segment Report . . . . . 25
Agent Group dimension . . . . . . . . . . . . . . 93
Agent Group Interaction Handling Report . . . . . 26
Agent Group Queue Business Attribute Report . . 27
Agent Group Service Type Report . . . . . . . . . 28
Agent Interaction Hierarchy Report . . . . . . . . 29
Agent Interval Based Report. . . . . . . . . . . . 29
Agent Login-Logout Details Report . . . . . . . . 30
Agent Name dimension . . . . . . . . . . . . . . 93
Agent Not Ready Reason Code Report . . . . . . 31
Agent Not Ready Report. . . . . . . . . . . . . . 32
Agent Outbound Campaign Report . . . . . . . . 33
Agent Queue Report . . . . . . . . . . . . . . 34, 35
Agent (single) condition . . . . . . . . . . . . . 130
Agent Social Engagement Report . . . . . . . . . 35
Agent State Details Report . . . . . . . . . . . . 36
Agent State PreSetAndDate condition. . . . . . 132
Agent State PreSetAndDayAndTimeRange condition
132
condition. . . . . . . . . . . . . . . . . 132
Index
Agent Summary Activity Report . . . . . . . . . 37

Agent (Target) condition . . . . . . . . . . . . . 132
Agent Utilization Report . . . . . . . . . . . . . 39
Agent Wrap Report . . . . . . . . . . . . . . . . 40
agentcascade_lov . . . . . . . . . . . . . . . . 151
agentgroup_lov . . . . . . . . . . . . . . . . . . 152
agentname_lov . . . . . . . . . . . . . . . . . . 152
agentnamesingle_lov . . . . . . . . . . . . . . . 152
Agents folder . . . . . . . . . . . . . . . . . . . 14
aggregation functions
db delegated . . . . . . . . . . . . . . . . . . 164
max . . . . . . . . . . . . . . . . . . . . . . 164
sum . . . . . . . . . . . . . . . . . . . . . . 164
aggregation tables . . . . . . . . . . . . . . . . 18
aliases
for Info Mart tables . . . . . . . . . . . . . . . 165
All . . . . . . . . . . . . . . . . . . . . . . . . . 94
All SIT measure . . . . . . . . . . . . . . . . . 235
alternate formulas . . . . . . . . . . . . . . . . 163
angle brackets (< >) . . . . . . . . . . . . . . . 445
ani_lov . . . . . . . . . . . . . . . . . . . . . . 152
Answering Machine Detected measure . . . . . 236
ASA measure . . . . . . . . . . . . . . . . . . . 236
Attempts measure . . . . . . . . . . . . . . . . 237
audience
intended . . . . . . . . . . . . . . . . . . . . . 6
Avg Abandoned Waiting Time measure . . 237, 238
Avg Accept Time Agent measure. . . . . . . . . 239
Avg Accept Time measure . . . . . . . . . 238, 239
Avg Actionability Score measure . 232, 233, 240, 339
Avg Clear Time measure . . . . . . . . . . . . . 241
Avg Consult Initiated Time measure . . . . . . . 241
Avg Consult Received Time measure . . . 242, 243
Avg Consult Received Warm Time measure . . . 243
Avg Consult Received Warm Wrap Time measure . .
244
Avg Consult Received Wrap Time measure . . . 245
Avg CPD Dial Time measure . . . . . . . . . . . 245
Avg CPD Time measure . . . . . . . . . . . . . 246
Avg CPD Transfer Time measure . . . . . . . . 246
Avg Distribute Time measure . . . . . . . . . . . 246
Avg Engage Time measure. . . . . . . . . 247, 248
Avg Finish No Response Time measure . . . . . 248
Avg Finish Response Time measure . . . . . . . 249
Avg Finish Time measure . . . . . . . . . . . . 249
Avg First Response Time measure . . . . . . . . 249
Avg Handle Time measure . . . . . . . . . 250, 251
Avg Hold Time measure . . . . . . . . . . 252, 253
Avg Influence Score measure . . . . . . . . . . 254
Avg Invite Time measure . . . . . . . . . . 254, 255
Avg Preview Time measure . . . . . . . . . . . 255
Avg Revenue measure . . . . . . . . . . . . . . 256
Avg Satisfaction measure . . . . . . . . . . . . 257
Avg Sentiment Score measure . . . . . . . . . . 258
Avg Wrap Time measure . . . . . . . . . . 259, 260
Universe Guide
B
BA Consults class . . . . . . . . . . . . . . . . . 72
BA Customer class . . . . . . . . . . . . . . . . 73
BA User Data Example class . . . . . . . . . . . 74
Bound 1 measure . . . . . . . . . . . . . . . . 260
Bound 10 measure . . . . . . . . . . . . .263, 264
Bound 11 measure. . . . . . . . . . . . . . . . 264
Bound 12 measure . . . . . . . . . . . . . . . 264
Bound 13 measure . . . . . . . . . . . . . . . 264
Bound 14 measure . . . . . . . . . . . . . . . 265
Bound 15 measure . . . . . . . . . . . . . . . 265
Bound 16 measure . . . . . . . . . . . . . . . 265
Bound 17 measure . . . . . . . . . . . . . . . 266
Bound 18 measure . . . . . . . . . . . . . . . 266
Bound 19 measure . . . . . . . . . . . . . . . 266
Bound 2 measure . . . . . . . . . . . . . . . . 261
Bound 3 measure . . . . . . . . . . . . . . . . 261
Bound 4 measure . . . . . . . . . . . . . . . . 261
Bound 5 measure . . . . . . . . . . . . . . . . 262
Bound 6 measure . . . . . . . . . . . . . . . . 262
Bound 7 measure . . . . . . . . . . . . . . . . 262
Bound 8 measure . . . . . . . . . . . . . . . . 263
Bound 9 measure . . . . . . . . . . . . . . . . 263
brackets
angle (< >) . . . . . . . . . . . . . . . . . . 445
square ([ ]) . . . . . . . . . . . . . . . . . . 445
Business Attribute class . . . . . . . . . . . . . . 74
Business Metrics Executive Report . . . . . . . . 41
Business Result condition . . . . . . . . . . . . 133
Business Result dimension . . . . . . . . 94, 95, 96
Business Results folder . . . . . . . . . . . . . . 14
businessresult_lov . . . . . . . . . . . . . . . . 153
Busy measure . . . . . . . . . . . . . . . . . . 267
Busy Time measure . . . . . . . . . . . . . . . 267
C
Callbacks Completed measure . . . .
Callbacks Missed measure . . . . . .
Callbacks Scheduled measure . . . .
callinglist_lov. . . . . . . . . . . . . .
Campaign condition . . . . . . . . . .
Campaign dimension . . . . . . . . .
Campaign Group condition . . . . . .
Campaign Group dimension . . . . . .
Campaign Summary Report . . . . . .
campaigngroupname_lov . . . . . . .
campaignname_lov . . . . . . . . . .
Canceled measure. . . . . . . . . . .
Case ID dimension. . . . . . . . . . .
Category condition . . . . . . . . . . .
Category dimension . . . . . . . . . .
categoryname_lov . . . . . . . . . . .
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. . . 268
. . . 268
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.133, 134
. . . . 95
. . . 133
. . . . 95
. . . . 42
. . . 153
. . . 153
. . . 269
. . . . 95
. . . 133
. 95, 104
. . . 154
449
Index
in group membership . . . . . . . . . . . . . . 16
chapter summaries
defining . . . . . . . . . . . . . . . . . . . . . 6
clactionabilitycategoryname_lov . . . . . . . . . 154
classes
Business Attribute . . . . . . . . . . . . . . . . 74
list of . . . . . . . . . . . . . . . . . . . . . . . 66
Classify Actionability Category dimension . . . . 96
Classify Actionabilty Category condition . . . . . 133
Classify Sentiment Category condition . . . . . . 134
Classify Sentiment Category dimension . . . . . 96
Clear Time measure . . . . . . . . . . . . . . . 269
Cleared measure . . . . . . . . . . . . . . . . . 270
clsentimentcategoryname_lov . . . . . . . . . . 154
commenting on this document . . . . . . . . . . 12
conditions
list of . . . . . . . . . . . . . . . . . . . . . . 125
Conference Initiated Agent measure . . . . 271, 272
Conference Initiated measure . . . . . . . . . . 271
Conference Initiated Time measure . . . . . . . 272
Conference Received Accepted measure . . . . 273
Conference Received Time measure. . . . . . . 273
Connection ID dimension . . . . . . . . . . . . . 96
considerations
general report . . . . . . . . . . . . . . . . . . 18
Consult Abandoned Inviting measure . . . . . . 274
Consult Abandoned Waiting measure . . . . . . 274
Consult Abandoned Waiting Time measure . . . 275
Consult Accept Time Agent measure. . . . . . . 276
Consult Accept Time measure . . . . . . . . . . 275
Consult Accepted Agent in Threshold 80 measure . .
277
Consult Accepted Agent in Threshold measure . 277
Consult Accepted in Threshold 80 measure . . . 278
Consult Accepted in Threshold measure . . . . . 278
Consult Accepted measure . . . . . . . . . . . . 276
Consult Accepted Others measure . . . . . . . . 279
Consult Clear Time measure . . . . . . . . . . . 279
Consult Cleared measure . . . . . . . . . . . . 280
Consult Distribute Time measure. . . . . . . . . 280
Consult Distributed measure . . . . . . . . . . . 280
Consult Entered measure . . . . . . . . . . . . 281
Consult Initiated measure . . . . . . . . . . . . 281
Consult Initiated Time measure . . . . . . . . . 282
Consult Not Accepted measure . . . . . . . . . 282
Consult Offered 80 measure . . . . . . . . . . . 284
Consult Offered measure . . . . . . . . . . . . . 283
Consult Received Accepted measure . . . 285, 286
Consult Received Accepted Warm measure 287, 288
Consult Received Engage Time measure . 288, 289
Consult Received Engage Warm Time measure 289,
290
Consult Received Hold measure . . . . . . 290, 291
Consult Received Hold Time measure . . . . . . 292
Consult Received Invite measure . . . . . 292, 293
Consult Received Invite Time measure . . 293, 294
450
Consult Received Invite Warm measure. . . . . 294

Consult Received Invite Warm Time measure. . 295
Consult Received Time measure . . . 296, 297, 298
Consult Received Warm Hold measure . . .298, 299
Consult Received Warm Hold Time measure . . 300
Consult Received Warm Time measure . . .301, 302
Consult Received Warm Wrap measure. . .303, 304
Consult Received Warm Wrap Time measure . . 305,
306
Consult Received Wrap measure . . . . . .307, 308
Consult Received Wrap Time measure 308, 309, 310
Consult Redirected measure . . . . . . . . . . 310
Consult Responses measure . . . . . . . . . . 311
Consult Routed Other measure . . . . . . . . . 312
Consult Short Abandoned Waiting 80 measure . 313
Consult Short Abandoned Waiting measure .312, 313
Consult Standard Abandoned Waiting 80 measure .
314
Consult Standard Abandoned Waiting measure. 313
Consult Stuck measure . . . . . . . . . . . . . 315
Consult Transfer Initiated Agent measure . . . . 316
Contact Attempt class . . . . . . . . . . . . . . . 75
Contact List dimension. . . . . . . . . . . . . . . 97
Contact List Effectiveness Report . . . . . . . . . 43
conventions
in document . . . . . . . . . . . . . . . . . . 444
type styles. . . . . . . . . . . . . . . . . . . 444
CPD Dial measure . . . . . . . . . . . . . . . . 316
CPD Dial Time measure . . . . . . . . . . . . . 317
CPD measure . . . . . . . . . . . . . . . . . . 316
CPD Time measure . . . . . . . . . . . . . . . 317
CPD Transfer measure . . . . . . . . . . . . . 317
CPD Transfer Time measure . . . . . . . . . . 318
Customer Alert Time measure . . . . . . . . . . 318
Customer Dial Time measure . . . . . . . . . . 318
Customer Engage Time measure . . . . . . . . 319
Customer Handle Time measure . . . . . . . . 319
Customer Hold Time measure . . . . . . . . . . 319
Customer ID condition . . . . . . . . . . . . . . 134
Customer ID dimension . . . . . . . . . . . . . . 97
Customer Perspective Report . . . . . . . . . . . 44
Customer Segment condition . . . . . . . . . . 134
Customer Segment dimension. . . . . . . . . . . 97
Customer Talk Time measure . . . . . . . . . . 334
Customer Wrap Time measure . . . . . . . . . 320
customersegment_lov . . . . . . . . . . . . . . 154
D
Date condition . . . . . . . . .
Date dimension . . . . . . . .
Date Time Day Key dimension
Date Time Key dimension . . .
DATE_TIME table . . . . . . .
DateRange condition . . . . .
DateRange PrevYear condition
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97, 98
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. . 18
. 135
. 135
Index
daterange_lov . . . . . . . . . . . . . . . . . . 155
Day Condition condition . . . . . . . . . . . . . 135
Day Date Range dimension . . . . . . . . . . . 98
Day dimension . . . . . . . . . . . . . . . . . . 98
daydaterange_lov . . . . . . . . . . . . . . . . 155
db delegated aggregation function . . . . . . . . 164
Detail 1 measure . . . . . . . . . . . . . . 320, 321
Detail 10 measure . . . . . . . . . . . . . . . . 326
Detail 11 measure . . . . . . . . . . . . . . . . 327
Detail 12 measure . . . . . . . . . . . . . 327, 328
Detail 13 measure . . . . . . . . . . . . . . . . 328
Detail 14 measure . . . . . . . . . . . . . . . . 329
Detail 15 measure . . . . . . . . . . . . . 329, 330
Detail 16 measure . . . . . . . . . . . . . . . . 330
Detail 3 measure . . . . . . . . . . . . . . 321, 322
Detail 4 measure . . . . . . . . . . . . . . . . . 322
Detail 5 measure . . . . . . . . . . . . . . . . . 323
Detail 6 measure . . . . . . . . . . . . . . 323, 324
Detail 7 measure . . . . . . . . . . . . . . . . . 324
Detail 8 measure . . . . . . . . . . . . . . . . . 325
Detail 9 measure . . . . . . . . . . . . . . 325, 326
Detail class . . . . . . . . . . . . . . . . . . . . 75
detail dimensions
Duration . . . . . . . . . . . . . . . . . . . . 105
End Timestamp . . . . . . . . . . . . . . . . 105
From . . . . . . . . . . . . . . . . . . . . . . . 96
GUID. . . . . . . . . . . . . . . . . . . . 96, 105
Handling Attempt End . . . . . . . . . . . . . 105
Handling Attempt Start. . . . . . . . . . . . . 105
Handling Resource Type . . . . . . . . . . . 104
Interaction Handling Attempt ID . . . . . . . . 105
Last Queue Type . . . . . . . . . . 108, 116, 121
Media Type . . . . . . . . . . . . . . . . . . 106
Reason Type Code . . . . . . . . . . . . . . 112
Reason Value . . . . . . . . . . . . . . . . . 112
Resource Type. . . . . . . . . . . . . . . . . 112
Root ID. . . . . . . . . . . . . . . . . . . . . . 96
Skill Combination Requested . . . . . . . . . 106
Source Type . . . . . . . . . . . . . . . . . . 115
Start Time . . . . . . . . . . . . . . . . . . . 106
Start Timestamp . . . . . . . . . . . . . . . . 106
State Type . . . . . . . . . . . . . . . . . . . 113
State Type Code . . . . . . . . . . . . . . . . 119
Strategy Type . . . . . . . . . . . . . . . . . 119
Target Technical Result Reason . . . . . . . . 121
Target Technical Result Resource Role . . . . 122
Target Technical Result Role Reason . . . . . 122
Target Type . . . . . . . . . . . . . . . . . . 120
Technical Result Reason . . . . . . . . .117, 122
Technical Result Resource Role . . . . . .117, 122
Technical Result Role Reason. . . . . . .117, 122
To . . . . . . . . . . . . . . . . . . . . . . . . 97
detail measures. . . . . . . . . . . . . . . . . . 163
Details folder . . . . . . . . . . . . . . . . . . . 15
Dial Dropped measure . . . . . . . . . . . . . . 331
Dial Made measure . . . . . . . . . . . . . . . . 331
Universe Guide
Dimension 1 dimension . . . . . . . . . . . 99, 100

Dimension 10 dimension. . . . . . . . . . . . . 101
Dimension 7 dimension . . . . . . . . . . . . . 101
dimensions
Active . . . . . . . . . . . . . . . . . . . . . . 91
Business Result . . . . . . . . . . . . . . . 95, 96
list of . . . . . . . . . . . . . . . . . . . .88, 150
Routing Target Selected . . . . . . . . . . . .114
Service Sub Type . . . . . . . . . . .115, 117, 121
Service Type . . . . . . . . . . . . .115, 117, 121
Source . . . . . . . . . . . . . . . . . . . . .119
Source Customer Segment . . . . . . . . . . .116
Target Service Type . . . . . . . . . . . . . . 121
disposition measures . . . . . . . . . . . . . . 163
Abandoned Waiting ST3 . . . . . . . . . . . 203
Accept Time. . . . . . . . . . . . . . . . . . 210
Accepted . . . . . . . . . . . . . . . . . . . 213
Accepted Agent . . . . . . . . . . . . . . . . 214
Consult Received Accepted . . . . . . . . . 286
Consult Received Wrap Time . . . . . . . . . 309
Consult Short Abandoned Waiting . . . . . . 312
Consult Short Abandoned Waiting 80. . . . . 313
Customer Talk Time. . . . . . . . . . . . . . 334
No Signal . . . . . . . . . . . . . . . . . . . 368
Distribute Time measure . . . . . . . . . . .331, 332
Distributed measure . . . . . . . . . . . . .332, 333
dnis_lov . . . . . . . . . . . . . . . . . . . . . 155
Do Not Call measure. . . . . . . . . . . . . . . 333
document
conventions . . . . . . . . . . . . . . . . . . 444
version number . . . . . . . . . . . . . . . . 444
document conventions
errors, commenting on . . . . . . . . . . . . . 12
use of forms . . . . . . . . . . . . . . . . . . . . 7
use of hyperlinks . . . . . . . . . . . . . . . . . 7
Documentation folder . . . . . . . . . . . . . . . 15
Duration detail dimension . . . . . . . . . . . . 105
Duration measure . . . . . . . . . . . . . .333, 334
E
Empty Hint . . . . . . . . . . . . .
End Range dimension . . . . . . .
End Timestamp detail dimension .
End Timestamp dimension . . . .
Engage Time measure. . . . . . .
Entered measure . . . . . . . . .
Entered Thread measure . . . . .
Entered with Actionability measure
Entered with Influence measure . .
Entered with Objective measure . .
Entered with Revenue measure . .
Entered with Satisfaction . . . . .
Entered with Sentiment . . . . . .
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. . . . . 102
. . . . . 105
. . .102, 103
335, 336, 337
. . .337, 338
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. . . . . 339
. . . . . 340
. . . . . 340
. . . . . 340
451
Index
F
Fax Modem Detected measure. . . . . . . . . . 341
Finish No Response Time measure . . . . . . . 341
Finish Response Time measure . . . . . . . . . 341
Finish Time measure . . . . . . . . . . . . . . . 342
Finished in Threshold measure. . . . . . . . . . 342
Finished measure . . . . . . . . . . . . . . . . 342
Finished No Response measure . . . . . . . . . 343
First Response in Threshold measure . . . . . . 343
First Response Time measure . . . . . . . . . . 344
Flow class . . . . . . . . . . . . . . . . . . . . 76
Flow Hint dimension . . . . . . . . . . . . . . . 103
Flow User Data Example class . . . . . . . . . . 76
font styles
italic . . . . . . . . . . . . . . . . . . . . . . 444
monospace . . . . . . . . . . . . . . . . . . 445
Forecast class . . . . . . . . . . . . . . . . . . 76
Forecast DateRange condition . . . . . . . . . . 135
forms . . . . . . . . . . . . . . . . . . . . . . . . 7
From condition . . . . . . . . . . . . . . . . . . 135
From detail dimension . . . . . . . . . . . . . . 96
G
Group Combination ABN condition . . . . . . . . 137
Group Combination Abn measure . . . . . . . . 346
Group Combination ANS condition . . . . . . . . 137
Group Combination Ans measure . . . . . . . . 346
Group Combination condition . . . . . . . 136, 137
Group Combination Detail Session condition . . 138
Group Combination Detail Session measure . . . 346
Group Combination Detail State condition . . . . 138
Group Combination Detail State measure . . . . 347
Group Combination measure . . . . . . . . 344, 345
Group Combination Rsn condition . . . . . . . . 138
Group Combination Rsn measure . . . . . . . . 347
Group Combination Sess condition . . . . . . . 139
Group Combination Sess measure . . . . . . . . 347
groups
changes in membership . . . . . . . . . . . . . 16
GUID detail dimension . . . . . . . . . . . . 96, 105
H
Handle Time measure . . . . . . . . . . . 348, 349
Handling Attempt class . . . . . . . . . . . . . . 77
Handling Attempt End detail dimension . . . . . 105
Handling Attempt Hint dimension. . 94, 102, 103, 120
Handling Attempt Start detail dimension . . . . . 105
Handling Resource dimension . . . . . . . . . . 104
Handling Resource Type detail dimension . . . . 104
Handling User Data Example class . . . . . . . 77
HH:MM:SS format . . . . . . . . . . . . . . 17, 165
hidden measures . . . . . . . . . . . . . . . . . 162
452
Hold measure . . . . . . . .
Hold Time measure . . . . .
Hour Condition condition. . .
Hour dimension . . . . . . .
Hour Num in Day dimension .
hour_lov . . . . . . . . . . .
Hours condition . . . . . . .
hyperlinks . . . . . . . . . .
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. . . 139
. . . 104
. . . 104
. . . 156
. . . 139
. . . . 7
I
Influence Category condition . . . . . . . . . . 139
Influence Category dimension . . . . . . . . . . 104
Influence Score measure . . . . . . . . . . . . 354
influencecategoryname_lov . . . . . . . . . . . 156
Info Mart
aggregation tables . . . . . . . . . . . . . . . 18
intended audience . . . . . . . . . . . . . . . . . 6
Interaction Flow Report . . . . . . . . . . . . . . 45
Interaction Handling Attempt ID detail dimension 105
Interaction Handling Attempt Type Report . . . . . 46
Interaction ID condition . . . . . . . . . . . . . 140
Interaction ID dimension . . . . . . . . . . . . . 105
Interaction State class . . . . . . . . . . . . . . . 78
Interaction Subtype dimension. . . . . . . . . . 107
Interaction Traffic Group Report . . . . . . . . . . 48
Interaction Traffic Report. . . . . . . . . . . . . . 49
Interaction Type condition . . . . . . . . . . . . 140
Interaction Type dimension . . . . . . . . . . . 107
Interaction Type Outbound condition . . . . . . 140
Interaction Volume Customer Segment Report 50, 52
Interaction Volume Service Subtype Report . . . . 54
Interaction Volume Service Type Report. . . . . . 55
Interaction Volume Service Type Trend Report . . 56
Interaction Volume Summary Report . . . . . . . 57
INTERACTION_TYPE_GI2 view . . . . . . . . . 18
interactionsubtype_lov . . . . . . . . . . . . . . 156
interactiontype_lov . . . . . . . . . . . . . . . . 157
folders. . . . . . . . . . . . . . . . . . . . . . 15
interval measures . . . . . . . . . . . . . . . . 163
Invite measure . . . . . . . . . . . . . . . .355, 356
Invite Time measure . . . . . . . 355, 357, 358, 359
Is Current Data dimension . . . . . . . . . . . . 107
Is Forecast Data dimension . . . . . . . . . . . 108
italics . . . . . . . . . . . . . . . . . . . . . . . 444
Ixn Busy Time measure . . . . . . . . . . . . . 359
Ixn State class . . . . . . . . . . . . . . . . . . . 78
Ixn State PreSetAndDayAndTimeRange condition . .
140
Ixn Wrap measure . . . . . . . . . . . . . . . . 359
Ixn Wrap Time measure . . . . . . . . . . . . . 360
Index
L
Last IVR dimension . . . . . . . . . . . . . . . . 108
Last Queue dimension . . . . . . . . . . . . . . 108
Last Queue Type detail dimension . . . 108, 116, 121
Last VQueue dimension . . . . . . . . . . . . . 108
Last VQueue Type detail dimension . . . . . . . 108
list of values
See LOVs . . . . . . . . . . . . . . . . . . . 150
LOVs
list of . . . . . . . . . . . . . . . . . . . . . . 150
queue_lov . . . . . . . . . . . . . . . . . . . 157
M
Max Abandoned Waiting Time measure . . . . . 360
Max Accept Time Agent measure . . . . . . . . 361
Max Accept Time measure . . . . . . . . . . . . 361
max aggregation function. . . . . . . . . . . . . 164
Max Clear Time measure. . . . . . . . . . . . . 362
Max Consult Abandoned Waiting Time measure . 362
Max Consult Accept Time measure . . . . . . . 363
Max Consult Clear Time measure . . . . . . . . 363
Max Date measure . . . . . . . . . . . . . . . . 364
Max Distribute Time measure . . . . . . . . . . 364
Max Standard Abandoned Waiting Time 80 measure
366, 367
Max Standard Abandoned Waiting Time measure . .
365, 366
measures
See also disposition measures, interval measures
list of . . . . . . . . . . . . . . . . . . . . . . 161
types of . . . . . . . . . . . . . . . . . . . . 163
Media Type condition . . . . . . . . . . . . . . . 140
Media Type detail dimension . . . . . . . . . . . 106
Media Type dimension . . . . . . . . . . . . . . 109
Media Type Email condition . . . . . . . . . . . 141
Media Type Voice condition . . . . . . . . . . . 141
MEDIA_TYPE table . . . . . . . . . . . . . . . 18
mediatype_lov . . . . . . . . . . . . . . . . . . 157
Min Date Time Day Key measure . . . . . 367, 368
monospace font . . . . . . . . . . . . . . . . . 445
Month Condition condition . . . . . . . . . . . . 141
Month dimension . . . . . . . . . . . . . . . . . 109
Month Year Ago dimension . . . . . . . . . . . . 109
Month Year Next dimension . . . . . . . . . . . 109
Months For LastYear condition . . . . . . . . . . 141
N
navigating
this manual . . . . . . . . . . . . . . . . . . . 7
No Response measure . . . . . . . . . . . . . . 343
No Signal measure . . . . . . . . . . . . . . . . 368
Not Accepted measure . . . . . . . . . . . 369, 370
Universe Guide
Not Ready In measure . . . . . . . . .

Not Ready In Time measure . . . . . .
Not Ready measure . . . . . . . . . .
Not Ready Out measure . . . . . . . .
Not Ready Out Time measure . . . . .
Not Ready Reason Count measure . .
Not Ready Reason Time measure. . .
Not Ready State Type Code condition.
Not Ready Time measure . . . . . . .
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371
371
371
372
372
372
373
141
373
O
Offered 80 measure . . . . . . . .
Offered measure . . . . . . . . . .
Offered with Actionability measure
Offered with Influence measure . .
Offered with Revenue measure . .
Offered with Satisfaction measure .
Offered with Sentiment measure .
Outbound Contact class . . . . . .
Outbound Contact folder. . . . . .
Overdial measure . . . . . . . . .
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. . .377, 378
374, 375, 376
. . . . . 378
. . . . . 379
. . . . . 379
. . . . . 380
. . . . . 380
. . . . . . 78
. . . . . . 15
. . . . . 381
P
Personal Callbacks Completed measure
Personal Callbacks Missed measure . .
Personal Callbacks Scheduled measure
Port Unavailable measure . . . . . . . .
Pre-Set Date Filter dimension . . . . . .
Pre-Set Day Filter dimension . . . . . .
PreSetAndDate condition . . . . . . . .
PreSetAndDateRange Abn condition . .
PreSetAndDateRange Ans condition . .
PreSetAndDateRange condition . . . . .
PreSetAndDayAndTimeRange condition
PreSetDateRangeByName condition . .
PreSetDayByName condition . . . . . .
Preview measure . . . . . . . . . . . .
Preview Time measure . . . . . . . . .
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381
381
382
382
109
110
142
142
143
142
143
143
143
382
383
Q Consults class . . . . . . . . . . . . . .
Q Customer & Consults class . . . . . . .
Q Customer class . . . . . . . . . . . . .
Quarter Condition condition . . . . . . . .
Quarter dimension . . . . . . . . . . . . .
Queue Cascade condition . . . . . . . . .
Queue Cascade dimension . . . . . . . .
Queue class . . . . . . . . . . . . . . . .
Queue condition . . . . . . . . . . . . . .
Queue dimension . . . . . . . . . . . . .
Queue Group Combination Key dimension
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. 79
. 81
. 80
143
110
144
111
. 82
144
110
111
453
Index
Queue Group condition .

Queue Group dimension
Queue Outline Report .
Queue Time measure .
Queue Type dimension .
queue_lov . . . . . . .
queuecascade_lov . . .
queuegroup_lov . . . .
Queues folder . . . . .
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. 144
. 111
. 58
. 59
. 383
. 111
. 157
. 158
. 158
. 14
R
Ready measure. . . . . . . . . . . . . . . . . . 383
Ready Time measure. . . . . . . . . . . . . . . 384
Reason Code dimension . . . . . . . . . . . . . 112
Reason Code Type condition . . . . . . . . . . . 144
Reason Start Date Time Key measure . . . . . . 384
Reason Time measure . . . . . . . . . . . . . . 384
Reason Timestamp dimension . . . . . . . . . . 112
Reason Type Code detail dimension . . . . . . . 112
Reason Value detail dimension. . . . . . . . . . 112
reasontypecode_lov . . . . . . . . . . . . . . . 158
Redirected measure . . . . . . . . . . . . . . . 385
Rejected measure . . . . . . . . . . . . . . . . 386
RELATIVE_RANGE view . . . . . . . . . . . . . 18
reports
Agent Group Service Type. . . . . . . . . . . . 28
list of . . . . . . . . . . . . . . . . . . . . . . . 14
viewing todays results . . . . . . . . . . . . . . 17
Resource Group Dimension . . . . . . . . . . . 113
Resource Name dimension. . . . . . . . . . . . 112
Resource State dimension . . . . . . . . . . . . 113
Resource Type detail dimension . . . . . . . . . 112
resourcetype_lov . . . . . . . . . . . . . . . . . 159
Responded measure . . . . . . . . . . . . . . . 386
Responded Unique measure . . . . . . . . . . . 387
Response Ratio measure . . . . . . . . . . . . 387
Response Time measure . . . . . . . . . . . . . 388
Responses measure . . . . . . . . . . . . 388, 389
Revenue measure . . . . . . . . . . . . . 389, 390
Root ID detail dimension . . . . . . . . . . . . . 96
Routed Other measure . . . . . . . . . . . 390, 391
Routing Point Time measure . . . . . . . . . . . 391
Routing Target dimension . . . . . . . . . . . . 113
Routing Target Selected dimension . . . . 113, 114
Routing Target Type dimension . . . . . . . . . 114
S
Satisfaction measure . . . . . . . . . . .
Screen Actionability Category dimension
Screen Sentiment Category dimension .
Segment ID dimension . . . . . . . . . .
Sentiment Factor measure . . . . . . . .
454
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.
391, 392
. . . 114
. . . 114
. . . 114
. . . 393
Sentiment Index measure . . . . . . . . . . . . 393

Sentiment Score measure . . . . . . . . . . . . 394
Service Objects class . . . . . . . . . . . . . . . 83
Service Sub Type dimension . . . . . 115, 117, 121
Service Subtype condition . . . . . . . . . . . . 144
Service Subtype dimension . . . . . . . . . . . 115
Service Type condition. . . . . . . . . . . . . . 145
Service Type dimension . . . . . . . . 115, 117, 121
servicesubtype_lov . . . . . . . . . . . . . . . 159
servicetype_lov . . . . . . . . . . . . . . . . . 159
Session class . . . . . . . . . . . . . . . . . . . 83
Session Key dimension . . . . . . . . . . . . . 115
Session PreSetAndDate condition. . . . . . . . 145
Short Abandoned Waiting 80 measure . . .397, 398
Short Abandoned Waiting measure . . . . .396, 397
Short measure . . . . . . . . . . . . . . . . . . 395
simple consultation . . . . . . . . . . . . . . . 428
SIT Detected measure . . . . . . . . . . . . . . 398
SIT Invalid Number measure . . . . . . . . . . 398
SIT No Circuit measure . . . . . . . . . . . . . 399
SIT Operator Intercept measure . . . . . . . . . 399
SIT Ratio measure . . . . . . . . . . . . . . . . 399
SIT Reorder measure . . . . . . . . . . . . . . 400
SIT Unknown measure . . . . . . . . . . . . . 400
SIT Vacant measure . . . . . . . . . . . . . . . 400
Skill Combination Requested detail dimension . 106
Skill Matched measure. . . . . . . . . . . . . . 401
Skill Requested measure . . . . . . . . . . . . 401
Social Engagement Report . . . . . . . . . . . . 60
Source Business Result dimension . . . . . . . 116
Source Code dimension . . . . . . . . . . . . . 116
Source Customer Engage Time measure . . . . 401
Source Customer Hold Time measure. . . . . . 402
Source Customer Segment dimension . . . . . 116
Source Customer Wrap Time measure . . . . . 402
Source dimension . . . . . . . . . . . . . . 115, 119
Source Handling Resource Name condition . . . 145
Source Handling Resource Type condition . . . 145
Source Last Queue dimension. . . . . . . . . . 116
Source Queue Time measure . . . . . . . . . . 402
Source Service Subtype dimension . . . . . . . 117
Source Service Type dimension . . . . . . . . . 117
Source Technical Result dimension . . . . . . . 117
Source Type detail dimension . . . . . . . . . . 115
Speed of Accept (hours) Report . . . . . . . . . . 61
Speed of Accept (seconds) Report . . . . . . . . 62
square brackets ([ ]) . . . . . . . . . . . . . . . 445
Standard Abandoned Waiting 80 measure .404, 405
Standard Abandoned Waiting measure . . .403, 404
Standard Abandoned Waiting Time 80 measure 315,
407
Standard Abandoned Waiting Time measure . . 314,
405, 406
Start Date Time Key Abn measure . . . . . . . 411
Start Date Time Key Ans measure . . . . . . . 412
Start Date Time Key measure . . .408, 409, 410, 411
Index
Start DateTime Key measure. . . . . . . . . . . 409

Start Range dimension . . . . . . . . . . . . . . 118
Start Time detail dimension. . . . . . . . . . . . 106
Start Timestamp detail dimension . . . . . . . . 106
Start Timestamp dimension . . . . . . . . . . . 118
State and Reason class . . . . . . . . . . . . . 84
State class . . . . . . . . . . . . . . . . . . . . 84
State dimension . . . . . . . . . . . . . . 118, 119
State Hint Reason . . . . . . . . . . . . . . . . 120
State Name dimension . . . . . . . . . . . . . . 119
State Type Code detail dimension . . . . . . . . 119
State Type detail dimension . . . . . . . . . . . 113
Strategy Name dimension . . . . . . . . . . . . 119
Strategy Type detail dimension . . . . . . . . . . 119
strategyname_lov. . . . . . . . . . . . . . . . . 160
Stuck measure . . . . . . . . . . . . . . . . . . 412
Subhour Condition condition . . . . . . . . . . . 145
subject areas
list of . . . . . . . . . . . . . . . . . . . . . . . 18
sum aggregation function. . . . . . . . . . . . . 164
Summarized State class . . . . . . . . . . . . . 85
T
tables
aggregation . . . . . . . . . . . . . . . . . . . 18
Target Business Result dimension . . . . . . . . 120
Target Customer Engage Time measure . . . . . 413
Target Customer Hold Time measure . . . . . . 413
Target Customer Segment dimension . . . . . . 120
Target Customer Wrap Time measure . . . . . . 413
Target dimension . . . . . . . . . . . . . . . . . 120
Target Handling Resource Name condition . . . 146
Target Handling Resource Type condition . . . . 146
Target Last Queue dimension . . . . . . . . . . 121
Target Queue Time measure . . . . . . . . . . . 414
Target Service Subtype dimension . . . . . . . . 121
Target Service Type dimension . . . . . . . . . . 121
Target Technical Result dimension . . . . . . . . 121
Target Technical Result Reason detail dimension 121
Target Technical Result Resource Role detail
dimension . . . . . . . . . . . . . . . . 122
Target Technical Result Role Reason detail
dimension . . . . . . . . . . . . . . . . 122
Target Type detail dimension . . . . . . . . . . . 120
Technical Result dimension . . . . . . . . . . . 122
Technical Result Reason detail dimension . 117, 122
Technical Result Resource Role detail dimension . .
117, 122
Technical Result Role Reason detail dimension .117,
122
Tenant condition . . . . . . . . . . . . . . . . . 146
Tenant Name dimension . . . . . . . . . . . . . 122
TENANT table . . . . . . . . . . . . . . . . . . 18
tenantname_lov . . . . . . . . . . . . . . . . . 160
Thread Responded measure . . . . . . . . . . . 414
Universe Guide
Time class . . . . . . . . . . . . . . . . . . . . . 85
time formats
HH:MM:SS . . . . . . . . . . . . . . . . . . 165
TimeRangeEndKey dimension . . . . . . . . . 123
TimeRangeKey dimension. . . . . . . . . . . . 123
TimeRangeStartKey dimension . . . . . . . . . 123
To condition . . . . . . . . . . . . . . . . . . . 146
To detail dimension . . . . . . . . . . . . . . . . 97
Total Duration measure . . . . . . . . . . . . . 415
Transfer class . . . . . . . . . . . . . . . . . . . 86
Transfer Detail Report . . . . . . . . . . . . . . . 64
Transfer Hint dimension . . . . . . . . . . . . . 123
Transfer Initiated Agent measure . . . . . .416, 417
Transfer Initiated measure . . . . . . . . . .415, 416
Transfer Received Accepted measure. . . . . . 417
type styles
conventions . . . . . . . . . . . . . . . . . . 444
italic . . . . . . . . . . . . . . . . . . . . . . 444
monospace . . . . . . . . . . . . . . . . . . 445
typographical styles . . . . . . . . . . . . . . . 444
U
universe
table aliases. . . . . . . . . . . . . . . . . . 165
Unknown State Time measure. . . . . . . . . . 418
V
version numbering, document . . . . . . . . . . 444
Volume . . . . . . . . . . . . . . . . . . . . . . . 50
W
warm consultation . . . . .
Week Condition condition .
Week dimension . . . . . .
Workbin Owner dimension.
Workbin Type . . . . . . .
Wrap In measure . . . . .
Wrap In Time measure. . .
Wrap measure . . . . . . .
Wrap Out measure. . . . .
Wrap Out Time measure. .
Wrap Time measure . . . .
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. . . . . 420
. . . . . 421
418, 419, 420
. . . . . 421
. . . . . 421
422, 423, 424
Y
Year Condition condition . . . . . . . . . . . . . 147
Year dimension . . . . . . . . . . . . . . . . . 124
455
Index
456

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Genesys Interactive Insights 8.

Your Responsibility for Your Systems Security

Technical Support from VARs

Customer Care from Genesys

Ordering and Licensing Information

Interactive Insights Reports ................................................................ 13

Interactive Insights Classes ................................................................ 65

Interactive Insights Dimensions ......................................................... 87

Description of Form Labels ..................................................................... 90

Interactive Insights Conditions ......................................................... 125

Interactive Insights List of Values .................................................... 149

Interactive Insights Measures ........................................................... 161

Dictionary of Data Elements.............................................................. 425

Interactive Insights Report Queries.................................................. 431

Reports to Aggregation Tables Matrix ............................................. 437

Related Documentation Resources ................................................... 441

Genesys Interactive Insights 8.1

product, visit the Genesys Documentation website, or request the

About Genesys Interactive Insights

Computer-telephony integration (CTI) concepts, processes, terminology, and

Network design and operation.

Your own network configurations.

General report-design concepts.

General database concepts.

Chapter 1, Interactive Insights Reports, on page 13, describes each of the

Chapter 2, Interactive Insights Classes, on page 65, describes how Interactive

Chapter 3, Interactive Insights Dimensions, on page 87, describes the objects by

Chapter 4, Interactive Insights Conditions, on page 125, describes the predefined

Chapter 5, Interactive Insights List of Values, on page 149, describes the

Chapter 6, Interactive Insights Measures, on page 161, describes attributes of the

Appendix A, Dictionary of Data Elements, on page 425, describes the contact

Appendix B, Interactive Insights Report Queries, on page 431, provides one

Appendix C, Reports to Aggregation Tables Matrix, on page 437, provides a

Genesys Interactive Insights 8.1

How to Navigate This Manual

How to Navigate This Manual

Figure 1: Form Used to Describe Each Universe Measure

Contacting Genesys Customer Care

Figure 2: Adobe Reader Go to Previous/Next View Buttons

Contacting Genesys Customer Care

New in This Release

Changes Introduced in Release 8.1.400

Added descriptions for the following dimensions:

Genesys Interactive Insights 8.1

New in This Release

Changes Introduced in Release 8.1.300

The description of the Agent\Accepted measure is corrected to include accepted

Changes Introduced in Release 8.1.104

Updated the description of the dimension All (page 94).

Changes Introduced in Release 8.1.1

New in This Release

See page 93 for the new definition.

Agent State Reason PreSetAndDayAndTimeRange

The following two conditions were added to the Time class:

Genesys Interactive Insights 8.1

New in This Release

Enhanced the definition of Accepted in a wide variety of measures, beginning on

Changes Introduced in Release 8.1.0

Revenue measures (pages 389390) and customer Satisfaction measures

Making Comments on This Document