Name

Alias

Description

direction

Fact.Direction

Interaction Direction for the row of data

queueid

Fact.QueueID

The GUID for the Queue

mediatype

Fact.MediaType

voice, callback, email, sms .......

wrapupcode

Fact.WrapUpCode

The GUID for the WrapUP code on the row of data

startdate

Date.RowDate

The start of the 30 min Interval (in UTC Time For Queue Interaction Data) (In LTC for Daily, Weekly & Monthly Tables)

startdateltcDate.RowDateLTCThe start of the 30 min interval in Local Time (Defined in Config)
Queue Interaction Data Only Not The Daily, Weekly, Monthly Tables

talertcount

Count.Alert

The count of the times an agent was alerted

talerttimesum

Raw.AlertTot

The Total Alert Times for Agents

talerttimemax

Raw.AlertMax

The Maximum Alert Time for one interaction on one agent

talerttimemin

Raw AlertMin

The Minimum Alert Time for one interaction on one agent

tansweredcount

Count.Answer

The Count of interactions answered

tansweredtimesum

Raw.AnswerTot

The Total Time taken to answer interactions

tansweredtimemax

Raw.AnswerMax

The Maximum Answer Time for one interaction

tansweredtimemin

Raw.AnswerMin

The Minimum Answer Time for one interaction

ttalkcount

Count.Talk

Total Count of Interactions Talked to whether completed or not

ttalktimesum

Raw.TalkTot

Total Talk Time during the interval regardless of whether the interaction completed or not

ttalktimemax

Raw.TalkMax

The Maximum Talk time by one Agent during the interval

ttalktimemin

Raw.TalkMin

The Minimum Talk Time by one Agent during the interval

ttalkcompletecount

Count.TalkCompelete

Total Count of Interactions Talked to that completed during the interval

ttalkcompletetimesum

Raw.TalkCompleteTot

Total Talk Time during the interval on completed interactions only 

ttalkcompletetimemax

Raw.TalkCompleteMax

The Maximum Talk time by one Agent completed during the interval

ttalkcompletetimemin

Raw.TalkCompleteMin

The Minimum Talk Time by one Agent completed during the interval

tnotrespondingcount

Count.NotResponding

The Count of the times Agents went into the Not Responding Routing Status during the interval 

tnotrespondingtimesum

Raw.NotRespondingTot

 The Total Time Spent in the Not Responding Routing Status

tnotrespondingtimemax

Raw.NotRespondingMax

The Maximum Time Spent in Not Responding for one Agent and one Occurrence finishing during the interval. 

tnotrespondingtimemin

 Raw.NotRespondingMin

 The Minimum Time Spent in Not Responding for one Agent and one Occurrence finishing during the interval. 

theldcount

Count.Held

The Count of times Interactions were put on hold during the interval. Also the number of times Chats/Emails/Social lose focus in multi interaction environments. 

theldtimesum

Raw.HeldTot

The total time Interactions were put on hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.  

theldtimemax

Raw.HeldMax

The maximum time one Interaction was put on hold during the interval. Also includes Chats/Emails/Social losing focus in multi interaction environments.

theldtimemin

Raw.HeldMin

The minimum time one Interaction was put on hold during the interval. Also includes Chats/Emails/Social losing focus in multi interaction environments

theldcompletecount

Count.HeldComplete

The total count of Interaction that were put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldcompletetimesum

Raw.HeldCompleteTot

The total time for Interactions that were put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldcompletetimemax

Raw.HeldCompleteMax

The maximum time one Interaction was put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

theldcompletetimemin

Raw.HeldCompleteMin

The minimum time one Interaction was put on hold and completed that hold during the interval. Also the total time Chats/Emails/Social lose focus in multi interaction environments.

thandlecount

Count.Handle

The total number of Interactions handled during the interval

thandletimesum

Raw.HandleTot

The total handle time for the interval

thandletimemax

Raw.HandleMax

The Maximum handle time for one interaction during the interval

thandletimemin

Raw.HandleMin

The Minimum handle time for one interaction during the interval

tacwcount

Count.ACW

The total count of ACW for the interval

tacwtimesum

Raw.ACWTot

The total time for of ACW for the interval

tacwtimemax

Raw.ACWMax

The Maximum ACW  time for one interaction during the interval

tacwtimemin

Raw.ACWMin

The Minimum ACW time for one interaction during the interval

nconsult

Count.Consult

The total number of consults with other staff

nconsulttransferred

Count.ConsultTransfer

Count of interactions warm transferred

noutbound

Count.Outbound

 

nerror

Count.Error

Count of Errors in the interval

ntransferred

Count.Transfer

Count of interactions transferred

nblindtransferred

Count.BlindTransfer

Count of interactions cold transferred

nconnected

Count.Connected

 

noffered

Count.Offered

 

noversla

Count.OverSLA

 

tacdcount

Count.ACDCount

 

tacdtimesum

Raw.ACDTot

 

tacdtimemax

Raw.ACDMax

 

tacdtimemin

Raw.ACDMin

 

tdialingcount

Count.Dialing

Count of User / Agent Dialing

tdialingtimesum

Raw.DialingTot

Total time spent Dialing

tdialingtimemax

Raw.DialingMax

Maximum Dialing time on one interaction

tdialingtimemin

Raw.DialingMin

Minimum Dialing Time on One interaction

tcontactingcount

Count.Contacting

 

tcontactingtimesum

Raw.ContactingTot

 

tcontactingtimemax

Raw.ContactingMax

 

tcontactingtimemin

Raw.ContactingMin

 

tvoicemailcount

Count.VoiceMail

Count of Voicemails left 

tvoicemailtimesum

Raw.VoiceMailTot

Total Length of VoiceMails Left

tvoicemailtimemax

Raw.VoiceMailMax

Maximum Length of one VoiceMail left during the interval

tvoicemailtimemin

Raw.VoiceMailMin

Minimum Length of one VoiceMail left during the interval

tflowoutcount

Count.FlowOut

Count of interactions that flew out of the Queue

tflowouttimesum

Raw.FlowOutTot

Total Time it took for the FlowOut(s) to occur

tflowouttimemax

Raw.FlowOutMax

The maximum time for one FlowOut

tflowouttimemin

Raw.FlowOutMin

The Minimum time for one FlowOut

twaitcount

Count.Wait

Count of Interactions that waited to be answered

twaittimesum

Raw.WaitTot

Total Wait time

twaittimemax

Raw.WaitMax

The maximum time for one interaction to wait. 

twaittimemin

Raw.WaitMin

The minimum time for one interaction to wait. 

tabandoncount

Count.Abandon

Count of interactions Abandoned

tabandontimesum

Raw.AbandonTot

Total Abandon time

tabandontimemax

Raw.AbandonMax

The maximum time one interaction took to abandon

tabandontimemin

Raw.AbandonMin

The minimum time one interaction took to abandon

av[1-10]countCount.av[1-10]count
The Count of the Aggregation View [1-10]
av[1-10]timesumRaw.av[1-10]TotTotal Length of  Aggregation View[1-10] in Seconds
av[1-10]timemaxRaw.av[1-10]MaxThe maximum length of the chosen Aggregation View [1-10] in Seconds
av[1-10]timeminRaw.av[1-10]Min
The minimum length of the chosen Aggregation View [1-10] in Seconds

servicelevelnumerator

CountSLAUnder

The Number of Interactions Answered under the Service Level

serviceleveldenominator

Count.SLATotal

The Total Number of Interactions answered and abandoned


Aggregation Views


These are definable by yourselves with the help of UCA. The Genesys explanation of them can be found here


Archive Tables


The Daily Table is populated every morning at 2 am for the previous day. 

The Weekly table is populated on a Monday morning at 2 am for the previous week, running from Mon-Sun.  

The Monthly table is populated on the first of the month at 2 am for the previous month.