View available columns in performance views by category

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. 

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

• Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
• Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
• Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

Percent of interactions that were short abandoned.

The maximum time of an abandoned interaction for the selected interval.

The minimum time of an abandoned interaction for the selected interval.

Average time to abandon.

Displays Yes for coaching appointments and learning modules that have an elapsed completion date.

Displays No for coaching appointments and learning modules that do not have an elapsed completion date.

The full name for the user.

Email address configured for the user.

Unique system ID for the user.

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

The number of times an agent was alerted to a conversation but did not answer the conversation. 

The number of times agents receive an alert for interactions. 

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

The number of call interactions an agent answered in one queue and then consult transferred, meaning they connected with a person or queue before transferring the call. A consult transfer counts for the queue in which an agent answers the interaction. See Consult transfer a call.

The number of contacting segments for the queue and interval.

The number of dialing segments for the queue and interval.

The number of errors that occurred on the queue conversations.

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The percentage of time spent in the Available status for the specified period.

The percentage of time spent in the Away status for the specified period.

The percentage of interactions an agent answered in one queue and then blind transferred. 

The percentage of time spent in the Break status for the specified period.

The percentage of time spent in the Busy status for the specified period.

The percentage of interactions an agent answered in one queue and then consult transferred.

The percentage of time agents who are On Queue and able to take interactions but are not working with interactions. 

The percentage of time that the agent was handling interactions.

The percentage of time spent in the Meal status for the specified period.

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW.

 Calculated by: Total ACW Time / Number of Interactions Handled

The average amount time Genesys Cloud alerts agents before the agent accepts or declines an interaction. 

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Calculated by: (total contacting time/ total number of contacting segments)

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Total Hold Time / Number of Interactions Handled.

Average time that the user spent monitoring interactions.

The average amount of time an email was parked by an agent.

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The number of times agents receive an alert for interactions. 

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Total Hold Time / Number of Interactions Handled.

The number of interactions in which bullseye routing was requested.

The number of answered interactions in which bullseye routing was used.

The number of answered interactions in which manual routing was used.

The number of answered interactions in which preferred agent routing was used.

The rate of answered workitems in which the bullseye routing was requested when compared with all answered workitems.

The rate of answered workitems in which the direct routing was requested when compared with all answered workitems.

The rate of workitems in which the preferred agent routing was requested when compared with all answered workitems.

The rate of workitems in which the standard routing was requested when compared with all answered workitems.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The number of times agents receive an alert for interactions. 

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.

The average time any interaction spent on hold. This calculation takes into account all interactions handled, not just those that were held.

Calculated by: Total Hold Time / Number of Interactions Handled.

The number of interactions in which bullseye routing was requested.

The number of answered interactions in which bullseye routing was used.

The number of answered interactions in which manual routing was used.

The number of answered interactions in which preferred agent routing was used.

The number of answered interactions in which preferred agent routing was used.

The rate of answered workitems in which the bullseye routing was requested when compared with all answered workitems.

The rate of answered workitems in which the direct routing was requested when compared with all answered workitems.

The rate of workitems in which the preferred agent routing was requested when compared with all answered workitems.

The date and time that the evaluation was released for the agent to view. Click the time to open the evaluation. 

The overall evaluation score based upon an evaluator's responses on an evaluation form.

The evaluation score based upon an evaluator's responses to critical questions on the evaluation form.

The name of the evaluation form used to score the agent. 

The name of the person who completed the evaluation. 

Whether the agent has reviewed the evaluation. 

The date and time of the interaction.

The date and time of the evaluation.

The media type of the interaction.

Whether an agent has left a comment.

The number of evaluations released for the selected agents. 

The average score of evaluations released for the selected agents.

The average critical score of released evaluations completed for selected agents.

The highest evaluation score an agent received for released evaluations.

The lowest evaluation score an agent received for released evaluations.

The highest critical evaluation score an agent received for released evaluations.

The lowest critical evaluation score an agent received for released evaluations.

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

Icon that shows if an agent is associated with a station. Hover over the icon to display the Station Name.

This column is not included in an exported CSV file or PDF report.

The full name for the user.

Displays the first and last name of the contact.

Displays the organization name.

The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.

The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count.

The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.

Displays a list of failed flow outcomes for the interaction.

The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits. 

Displays a list of incomplete flow outcomes for the interaction.

The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Yes indicates that the conversation was initially screen recorded. It does not consider whether the customer's policies retained it.

No indicates that the conversation was not screen recorded.

The length of the interaction.

Calculated by: (Conversation End – Conversation Start)

The number of individual messages exchanged during a conversation where the session’s direction is inbound. It includes all messages sent by both the customer and the agent.

The number of individual messages exchanged during a conversation where the session’s direction is outbound. It includes all messages sent by both the customer and the agent.

The number of message segments based on their segment count.

The number of message segments based on their segment count.

The number of emails sent by a campaign excluding the emails sent by an agent.

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

Callback - Time to first connect

Callback - Time to first dial

The number of interactions an agent answered and then consulted with another participant with or without fully transferring the interaction. A consult counts for the queue in which an agent answers the interaction, even if they consult with another queue.

The type of call detected based on call analysis. Results include disconnect, live voice, busy, machine, no answer, SIT callable, fax, line connected, speech, SIT uncallable, and not found.

Lists the agents evaluated during predictive routing.

Displays the status of the survey:

• Pending - Genesys Cloud has collected all of the data that it needs to send the survey invitation and intends to send it.
• Sent - Genesys Cloud successfully sent the survey invitation and link to the contact.
• In Progress - The contact opened the survey link to start the survey.
• Finished - The contact completed the survey.
• Error - An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address.
• Opt Out - The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference.
• Expired - The survey expired. Survey links expire 90 days after Genesys Cloud sends them out.
• Deleted - The survey form was deleted.

Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The average amount of time an outbound interaction takes to connecting to the agent’s phone. Usually, this duration is short. However, if the agent uses a remote phone the duration may be longer.

Calculated by: (total contacting time/ total number of contacting segments)

The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

Active Callback

The instances of an agent on a callback while a call is active.

ACW

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact.

The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.

The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.

The full name for the user.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The number of times agents receive an alert for interactions. 

The number of times an agent was alerted to a conversation but did not answer the conversation. 

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

Avg Active Callback

The average time an agent spent on a callback while a call is active.

Calculated by: tActiveCallback.sum / tActiveCallback.count.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

The number of times an end user abandoned an interaction in a queue. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.

This metric represents the number of outbound interactions placed on behalf of queue.

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. 

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

• Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
• Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
• Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Completed / Surveys Sent) * 100

The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.

The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.

The number of surveys customers have opened and submitted.

The number of surveys that customers opened but did not submit before the survey expired.

The number of surveys that expired before the customer opened it. 

The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.

The average of completed surveys' percentage scores. The average score does not include NPS.

Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100

The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.

The number of outstanding surveys.

Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints

Average customer sentiment score (-100 to 100) in the specified interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The average overall sentiment score of the interactions.

Calculated by: oSentimentScore.sum / oSentimentScore.count

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

The total amount of time a user is logged in for the specified period.

The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.

The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

The time spent in the Available status for the specified period.

The time spent in the Busy status for the specified period.

The time spent during the specified period in the Away status when the user sets their status to Away.

Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column. 

Yes

The time spent in the Meeting status for the specified period.

The time spent in the Break status for the specified period.

The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.

The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.

The full name for the user.

The time spent in the Available status for the specified period.

Yes

The time spent during the specified period in the Away status when the user sets their status to Away.

Note: If Genesys Cloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column. 

Yes

The time spent in the Break status for the specified period.

Yes

The time spent in the Busy status for the specified period.

Yes

The agent is on a non-ACD call, and, in relation to agent utilization and call routing, Genesys Cloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so Genesys Cloud does not route new interactions to agents while they are on an ACD or non-ACD call. This status only appears if administrators have selected “Count non-ACD calls in utilization capacity” within the agent utilization configuration.

Yes

Department of the user as defined within Genesys Cloud.

Displays the name of a division that an agent or queue belongs to. For more information, see About access control. 

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

The cumulative hold time for all interactions.

The cumulative time spent in after-call work (ACW) on all interactions. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

The number of interactions with holds. 

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The percentage of interactions of an agent's wrap-up code for a selected date and media type, in relation to the total interactions for the selected date and media type, by interval.

Calculated by (Handle for agent wrap-up code by interval / total agent interactions for the selected date and media type, by interval)

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.

The average number of seconds spent interacting on a media type.

Calculated by: Total Talk time / Count of interactions with Talk time

The average number of seconds that interactions were placed on hold.

Calculated by: Total Hold Time / Count of interactions with holds

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The total amount of time agents spend on an interaction including time spent contacting, time spent dialing, talk time, hold time, and after call work.

The percentage of the total length of the interactions of an agent's wrap-up code for a selected date and media type, in relation to the total length of interactions for the selected dates and media type, by interval.

Calculated by (Total Handle for agent wrap-up code / total length of agent interactions for the selected dates and media type, by interval)

The total amount of time spent interacting on all the conversations by the agent, within an interval. For example, in an interaction, where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks to the customer again for two minutes, the Total Talk equals 4 minutes.

The cumulative hold time for all interactions.

The date interval for the bot.

The average amount of time spent in bot sessions.

The amount of time of the longest bot.

The total number of bot sessions.

The number of customers entering bot sessions.

The average amount of turns in a bot session -- the number of  times the bot processed user activity.

The highest number of turns -- the times when the bot processed activity by the user in a bot session.

The total number of bot turns -- the number of times the bot processed user activity.

The average amount of time spent in bot sessions that ended with a disconnect.

The amount of time of the longest bot session that ended in a disconnect.

The amount of time an entry spent in a flow until it disconnected. 

The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect. 

The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button.

The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow.

The number of bot sessions where the bot made an unplanned disconnect due to an error.

The number of bot sessions where the host made an unplanned disconnect due to the session expiring.

The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.

The average amount of time spent in bot sessions that ended with an exit.

The amount of time of the longest bot session that ended in an exit.

The total number of bot sessions that ended with the bot exiting to the call flow.

The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit.

The total number of bot sessions where the user requested to speak to an agent.

The number of bot sessions that ended in a exit that was requested by the bot.

The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.

The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.

The number of times where the bot session ended during the collection phase because no input was collected from the user.

The number of times where the bot session ended during the confirmation phase because no input was collected from the user.

The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.

The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.

The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question.

The bot name.

The average amount of time spent in bot sessions.

The amount of time of the longest bot.

The total number of bot sessions.

The number of customers entering bot sessions.

The average amount of turns in a bot session -- the number of  times the bot processed user activity.

The highest number of turns -- the times when the bot processed activity by the user in a bot session.

The total number of bot turns -- the number of times the bot processed user activity.

The average amount of time spent in bot sessions that ended with a disconnect.

The amount of time of the longest bot session that ended in a disconnect.

The amount of time an entry spent in a flow until it disconnected. 

The number of bot sessions that ended in a disconnect. This is the total of Customer Disconnect, Bot Disconnect, System Error Disconnect, Session Expired Disconnect, and Recognition Failure Disconnect. 

The number of bot sessions that ended in a disconnect that was requested by the user. For example, the customer hung up or clicked the End chat button.

The number of bot sessions that ended in a disconnect that was requested by the bot. For example, anywhere that a Disconnect action appears in your bot flow.

The number of bot sessions where the bot made an unplanned disconnect due to an error.

The number of bot sessions where the host made an unplanned disconnect due to the session expiring.

The number of bot sessions where the session ended in a disconnect because the bot failed to recognize the intent.

The average amount of time spent in bot sessions that ended with an exit.

The amount of time of the longest bot session that ended in an exit.

The total number of bot sessions that ended with the bot exiting to the call flow.

The number of bot sessions that ended in an exit. This is the total of User Exit, Bot Exit, System Error Exit, and Recognition Failure Exit.

The total number of bot sessions where the user requested to speak to an agent.

The number of bot sessions that ended in a exit that was requested by the bot.

The number of bot sessions where the bot made an unplanned exit to the calling flow due to an error.

The number of bot sessions where the session ended in an exit because the bot failed to recognize the intent.

The number of times where the bot session ended during the collection phase because no input was collected from the user.

The number of times where the bot session ended during the confirmation phase because no input was collected from the user.

The number of times where the bot session ended during the main collection phase because the bot didn't understand the user's input.

The number of times where the bot session ended during the confirmation phase because the bot didn't understand the user's input.

The number of times where the bot session ended because the bot confirmed the user's input but the user said "no" to the confirmation question.

Yes indicates that the conversation was initially screen recorded. It does not consider whether the customer's policies retained it.

No indicates that the conversation was not screen recorded.

Lists the agents evaluated during predictive routing.

The number of interactions an agent answered in one queue and then blind transferred. A blind transfer counts for the queue in which an agent answers the interaction. 

The average time the agent takes to turn the conversation back to the customer. Calculated by (total average agent response time / total number of agent chat sessions).

The average time the customer takes to turn the conversation back to the agent. Calculated by (total average customer response time / total number of customer chat sessions). 

The total amount of time the agents take to send their first message after connecting to a chat. Calculated by the total duration between the agent's session connecting and the agent's first message sent.

The total number of times the conversation turns from one participant to another, that is, a complete communication where one person sends one or more messages and the other responds. 

The average time the agent takes to send a message once they connect to the conversation. 

The time the customer takes to receive an engagement from an agent. It is determined from the time difference between the first customer message at the beginning of the chat and the first message that they received from an agent.

Messages from the bots are not considered for calculation. 

The average time it takes for a customer to receive an engagement from an agent. Calculated by (the total duration between the customer's first message and the first agent response / the number of first engagements).

Messages from the bots are not considered for calculation.

The average amount of the back and forth messages per conversation session. Calculated by (the total number of message turns / the total count of number of message turns).

Displays the status of the survey:

• Pending – Genesys Cloud has collected all the data that it must send the survey invitation and intends to send it.
• Sent – Genesys Cloud successfully sent the survey invitation and link to the contact.
• In Progress – The contact opened the survey link to start the survey.
• Finished – The contact completed the survey.
• Error – An error occurred when Genesys Cloud tried to deliver the survey, such as an invalid email address.
• Opt Out – The contact chose not to receive the surveys. For more information, see Note an External Contact’s survey opt-out preference.
• Expired – The survey expired. Survey links expire 90 days after Genesys Cloud sends them out.
• Deleted – The survey form was deleted.

Displays the type of the survey, such as voice or web. One value is listed for each survey that is associated with the interaction.

The total number of times a flow disconnected entries, including: Customer Disconnects, Flow Disconnects, and System Error Disconnects.

The number of times customers disconnected in a flow, including the percentage of customer disconnects compared with the disconnect count.

The number of times customers disconnected in a flow before a short disconnect time. Includes the percentage of customer short disconnects compared with the disconnect count.

The default short disconnect time is less than 10 seconds, though administrators can set the short disconnect time to any threshold they want. For more information, see the Configure analytics settings section in Configure contact center analytics options.

Displays a list of failed flow outcomes for the interaction.

The number of times a flow disconnected entries, including the percentage of flow disconnects compared with the total number of disconnects. 

The number of times an entry exited a flow to another flow. Includes the percentage of flow exits compared with the total number of exits. 

Displays a list of incomplete flow outcomes for the interaction.

The number of flow outcomes that were failures. Includes the percentage of failure outcomes compared with the total number of outcomes.

Displays the first and last name of the contact.

Displays the organization name.

The number of interactions attempted to route to an available agent, but the contact ended the call before reaching an agent. For more information, see Outbound abandoned calls.

The percentage of interactions attempted to route to an available agent, but the contact ended the call before reaching an agent.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The average time the agent takes to turn the conversation back to the customer. Calculated by (total average agent response time / total number of agent chat sessions).

The average time the customer takes to turn the conversation back to the agent. Calculated by (total average customer response time / total number of customer chat sessions). 

The total amount of time the agents take to send their first message after connecting to a chat. Calculated by the total duration between the agent's session connecting and the agent's first message sent.

The total number of times the conversation turns from one participant to another, that is, a complete communication where one person sends one or more messages and the other responds. 

The average time the agent takes to send a message once they connect to the conversation. 

The time the customer takes to receive an engagement from an agent. It is determined from the time difference between the first customer message at the beginning of the chat and the first message that they received from an agent.

Messages from the bots are not considered for calculation. 

The average time it takes for a customer to receive an engagement from an agent. Calculated by (the total duration between the customer's first message and the first agent response / the number of first engagements).

Messages from the bots are not considered for calculation.

The average amount of the back and forth messages per conversation session. Calculated by (the total number of message turns / the total count of number of message turns).

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The average time the agent takes to turn the conversation back to the customer. Calculated by (total average agent response time / total number of agent chat sessions).

The average time the customer takes to turn the conversation back to the agent. Calculated by (total average customer response time / total number of customer chat sessions). 

The total amount of time the agents take to send their first message after connecting to a chat. Calculated by the total duration between the agent's session connecting and the agent's first message sent.

The total number of times the conversation turns from one participant to another, that is, a complete communication where one person sends one or more messages and the other responds. 

The average amount of time the agents take to send their first message after connecting to a chat. Calculated from the duration between the agent's session connecting and the agent's first message sent. Calculated by (the total duration of time of first response messages / the total number of first response messages).

Messages from the bots are not considered for calculation.

The time the customer takes to receive an engagement from an agent. It is determined from the time difference between the first customer message at the beginning of the chat and the first message that they received from an agent.

Messages from the bots are not considered for calculation. 

The average time it takes for a customer to receive an engagement from an agent. Calculated by (the total duration between the customer's first message and the first agent response / the number of first engagements).

Messages from the bots are not considered for calculation.

The percentage of interactions that did not reach the agent within the configured compliance abandon threshold, compared with the configurable interactions subject to the compliance abandon rate. For more information, see Outbound settings, and Outbound abandoned calls.

The number of times a contact connected to the platform, but was not connected to an agent within the Compliance Abandon Threshold. For more information about abandoned calls, see Outbound abandoned calls.

The percentage of Compliance Abandons divided by total contacts.

The number of times a contact is connected to an agent.

The type of dialing mode set for the campaign. The different types of dialing modes supported include Preview, Progressive, Power, and Predictive dialing modes.

The percentage ratio of the total number of outbound dialer calls attempted to the total number of outbound campaigns calls connected. Calculated by (total number of outbound dialer calls/total number of outbound campaigns calls connected)*100.

The percentage of contact records with callable numbers dialed for the campaign. The contact records do not include the contacts on a DNC list, contacts without a number, contacts with wrap-up mapping applied, or contacts with attempt limits or rules set. It measures the progress of the campaign and helps to determine whether more data or agents are to be assigned to the queue/campaign.

The number of available agents currently not on campaign calls. This metric helps monitor the agents who are not busy and assign them to another campaign or queue, or add more data to the campaign to ensure that the agents are busy.

The percentage of time during the interaction when the customer is waiting in a queue. 

The percentage of time during the interaction when only the agent is talking.

The percentage of time during the interaction when only the customer is talking.

The length of the interaction.

Calculated by: (Conversation End – Conversation Start)

The main row displays the total conversation time obtained by adding the duration of all transcripts.

Displays the external tag that is attached to the conversation record.

This score of an agent’s level of empathy and emotional intelligence during customer interactions, from -100 to 100. For more information, see Understanding agent empathy analysis. The main row displays the list of unique scores sorted by oldest to newest. The sub rows do not display the empathy score.

Empathy score = 100 * [(Number of empathetic phrases – Number of unhelpful phrases) / (Total number of empathetic and unhelpful phrases)]

For example, if an interaction has two empathetic phrases from an agent and three unhelpful phrases the score is calculated as follows:

100 * [(2-3)/(2+3)] -> 100 * [-1/5] -> 100 * (-0.2) -> -20

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. 

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

• Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
• Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
• Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The number of times interactions entered an IVR. An interaction can enter an IVR more than one time.

The average amount of time interactions that enter an IVR stay in an IVR.

Calculated by (Total IVR time / number of interactions with IVR)

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.

Calculated by: (Abandoned Count / Offered Count) * 100

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

The average amount of time an interaction is in a queue before an agent answers it, it flows out, or the customer abandons it.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. 

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

• Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
• Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
• Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.

A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

The current adherence status of the user, including In Adherence, Out of Adherence, Unscheduled, Ignored, or Unknown.

The amount of time represented in days, hours, minutes, and seconds, of the adherence exception.

The average amount of time an email was parked by an agent.

Department of the user as defined within Genesys Cloud.

Email address configured for the user.

Location for the user as defined in Genesys Cloud.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

Average customer sentiment score (-100 to 100) in the specified interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The average overall sentiment score of the interactions.

Calculated by: oSentimentScore.sum / oSentimentScore.count

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

Time in Status

The amount of time agents have been in their current primary status.

A measurement of the number of interactions an agent answered in one queue and then transferred. A transfer counts for the queue in which an agent answers the interaction. This measurement is calculated by the number of interactions blind transferred or consult transferred. 

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The number of transfers compared with the total number of interactions answered.

Calculated by: (No. of transfers / interactions answered) * 100

The current primary status of an agent, such as Available, Away, or Busy.

The current secondary status of an agent. If there is no secondary status, then this column displays the agent’s primary status. 

The amount of time agents have been in their current routing status.

The current routing status of an agent.

The full name for the user.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

Average customer sentiment score (-100 to 100) in the specified interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The average overall sentiment score of the interactions.

Calculated by: oSentimentScore.sum / oSentimentScore.count

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

This metric represents the number of outbound interactions placed on behalf of queue.

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

Service level target is a contact center performance statistic expressed as “X percent of conversations answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues. 

The service level % is the percentage of interactions that meet your contact center's service level target. The formula to calculate the service level % is:

Number of Conversations Answered within SLA

The numerator is calculated by taking the total answered conversations and subtracting the conversations that were not answered within the SLA threshold.   

Calculated by:  (Answered Count – SLA Violation Count) 

Total Number of Conversations

The Service Level Options configuration determines the denominator. With all the options below unchecked, the denominator is the count of answered conversations.

• Include Flowouts in Calculation: Flowouts are conversations that leave a queue without abandoning and without an agent handling the interaction. Typical scenarios include a customer on a voice call accepting a callback or an in-queue call flow transferring the call to another queue/flow. With this option enabled, the total number of flowouts is included in the total number of conversations for the SLA calculation.
• Include Short Abandons in Calculation: Short abandons are abandons that happen within a specific time threshold. For more information, see the Configure abandon intervals section in Configure contact center analytics options. When enabled, the SLA calculation makes no distinction between an abandon vs a short abandon. All abandons are considered in the formula. When disabled, the short abandons are subtracted from the abandon count in the denominator.
• Include Abandons in Calculation: Abandons are conversations where the waiting party is disconnected without being answered or transferred. With this option enabled, the abandons are included in the total number of conversations. 

As the service level calculation depends on an organization’s configured options, the final formula to calculate the service level is:

In this view, the service level set for the queue appears as a gray number beside the service level percentage for the interval. If the service level percentage for the interval is lower than the set service level, then the service level percentage is red.

The average amount of time an interaction is in a queue before an agent answers it, before the interaction moves out of the queue, or before the customer abandons the interaction.

Calculated by: Total Wait Time / Interactions

The total number of ACD and non-ACD interactions that agents were involved in for the selected media type. Handle increments in the interval in which the interaction ends, after the agent completes any after call work and completes the interaction. 

The average amount of time agents spent handling interactions. This calculation includes talk time, hold time, and after-call work. For outbound calls it also includes dialing and contacting time.

Calculated by: (cumulative talk time + cumulative hold time + cumulative after-call work + cumulative dialing time + cumulative contacting time) / Number of interactions handled

In these views, the Avg Talk, Avg Hold, and Avg ACW columns do not equal the Avg Handle column because only some interactions include holds. This view calculates the average handle column using cumulative counts rather than averages.

The average number of seconds spent interacting on an email.

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

Average customer sentiment score (-100 to 100) in the specified interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The average overall sentiment score of the interactions.

Calculated by: oSentimentScore.sum / oSentimentScore.count

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Completed / Surveys Sent) * 100

The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.

The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.

The number of surveys customers have opened and submitted.

The number of surveys that customers opened but did not submit before the survey expired.

The number of surveys that expired before the customer opened it. 

The number of surveys that Genesys Cloud attempted but failed due to an error. The error includes errors in delivery such as an invalid email address, errors that occurred during the Survey Invite Flow, or other errors in the survey creation.

The average of completed surveys' percentage scores. The average score does not include NPS.

Calculated by (Sum of completed survey percentage scores / number of completed surveys) * 100

The number of errors related to email recipient, system blocking, or identifying the survey sender as spam.

The number of outstanding surveys.

Calculated by (Number of surveys sent) – completed – expired – abandoned – bounced – complaints

The number of times after-call work (ACW) was completed. After-call work is the work that an agent performs immediately following an interaction. Work may involve keying activity codes, updating customer databases, filling out forms, or initiating outbound contact. As a metric, it indicates the total time an agent takes to finish working on a call. If an agent must complete work before the agent can handle the next contact, then ACW is factored into the average handle time. 

The percentage of offered interactions that an agent answered. 

Calculated by:  (Answered / Offered) * 100

The average amount of time an interaction waits in the queue before an agent answers. This metric does not include interactions that agents do not answer. Average Speed of Answer (ASA) is directly associated with the service level and provides insight into the customer service your organization provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Answered (tAnswered Sum) / Answered Count (tAnswered Count)

The average amount of time agents spent completing after-call work.

Calculated by: Total ACW / Interactions with ACW

The average number of seconds spent interacting on an email.

The total amount of time an email was parked by an agent.

The average time any interaction spent in ACW. This calculation takes into account all interactions handled, not just those that had ACW.

 Calculated by: Total ACW Time / Number of Interactions Handled

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

This metric represents the number of outbound interactions placed on behalf of queue.

Flow-outs are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs are an indication of customer service level and queue productivity. High numbers of flow-outs can indicate staffing issues or ineffective agents when used with high handle times (bullseye matching metrics).

Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. Offered interactions are either flow-out, answered, or abandoned interactions.

The number of interactions in which bullseye routing was requested.

The rate of answered interactions in which bullseye routing was requested in comparison to all answered interactions.

The number of answered interactions in which bullseye routing was used.

The rate of interactions in which bullseye routing was used in comparison to all answered interactions.

Conditional Requested

Conditional Requested %

Conditional Used

Conditional Used %

Direct Requested %

Average customer sentiment score (-100 to 100) in the specified interval with the provided filters.

The number of negative sentiment instances. For more information, see Understand sentiment analysis.

The average overall sentiment score of the interactions.

Calculated by: oSentimentScore.sum / oSentimentScore.count

The number of positive sentiment instances. For more information, see Understand sentiment analysis.

Number of instances of sentiment in the given interval with the provided filters.

The number of surveys that customers complete compared with the total number of surveys sent. Surveys sent includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form. Calculated by: (Surveys Completed / Surveys Sent) * 100

The number of surveys sent. This metric includes successfully delivered survey invitations and survey invitations that Genesys Cloud attempted to send but could not deliver due to an error, such as an invalid email address or invalid survey form.

The number of surveys that customers opened but did not submit. This metric does not include surveys that customers opened but did not submit before the survey expired.