##### Example Customer Views

# Groups

Customer views are views of your contact center. The following example views are available for Agent Groups and Place Groups:

- Telephony View Templates

- Telephony State and Time Usage

- Telephony Agent States

- Telephony Hourly / Telephony Daily

- E-Mail View Templates

- E-Mail Status and Hourly / E-Mail Status and Daily

- Chat View Templates

- Chat Status and Hourly / Chat Status and Daily

- Chat Supervisor

## Telephony View Templates

### Telephony State and Time Usage

Statistic Group | Statistic Long Name | Short Name | Description
State | Group State | State | Current state of the group. Statistic Type: CurrentGroupState
Time Usage | Total Talk Time | Talk | Total amount of time that agents have been in any of the following call-handling states: Inbound Outbound ASM Outbound Consult Internal Unknown When applied to an Agent Group, the sum of the Total Talk Time values for all agents in the Agent Group. When applied to a Place Group, the sum of the Total Talk Time values for all agents who are logged in at places in the Place Group. Statistic Type: TotalTalkStatusTime
Total Available Time | Available | Total amount of time that agents have been waiting for calls. When applied to an Agent Group, the sum of the Total Available Time values for all agents in the Agent Group. When applied to a Place Group, the sum of the Total Available Time values for all agents who are logged in at places in the Place Group. Statistic Type: Total_Wait_Agent_St_Time
Total ACW Time | ACW | Total amount of time that agents have been performing after-call work. When applied to an Agent Group, the sum of the Total ACW Time values for all agents in the Agent Group. When applied to a Place Group, the sum of the Total ACW Time values for all agents who are logged in at places in the Place Group. Statistic Type: TotalAfterCallWorkStatusTime
Total Login Time | Login | Total amount of time that agents have been logged in to Genesys Desktop. Statistic Type: TotalLoginTime
Total Not Ready Time | Not Ready | Total amount of time that agents have been in the Not Ready state. When applied to an Agent Group, the sum of the Total Not Ready Time values for all agents in the Agent Group. When applied to Place Groups, the sum of the Total Not Ready Time values for all agents who are logged in at places in the Place Group. Statistic Type: TotalNotReadyStatusTime

### Telephony Agent States

Statistic Group | Statistic Long Name | Short Name | Description
Agent States | Total on Inbound Calls | Inbound | Current number of agents in the Inbound state (handling one or more inbound calls). When applied to an Agent Group, the current number of agents in the Inbound state. When applied to a Place Group, the current number of agents in the Inbound state who are logged in at places in the Place Group. Statistic Type: CurrNumberInboundStatuses
Total on Outbound Calls | Outbound | Current number of agents in the Outbound state (handling an outbound call). When applied to an Agent Group, the current number of agents in the Outbound state. When applied to a Place Group, the current number of agents in the Outbound state who are logged in at places in the Place Group. Statistic Type: CurrNumberOutboundStatuses
Total on Consult Calls | Consult | Current number of agents in the Consult state (handling a consultation call). When applied to an Agent Group, the current number of agents in the Consult state. When applied to a Place Group, the current number of agents in the Consult state who are logged in at places in the Place Group. Statistic Type: CurrNumberConsultStatuses
Total on Internal Calls | Internal | Current number of agents in the Internal state (handling an internal call). When applied to an Agent Group, the current number of agents in the Internal state. When applied to a Place Group, the current number of agents in the Internal state who are logged in at places in the Place Group. Statistic Type: CurrNumberInternalStatuses
Total on Hold | Hold | Current number of agents in the Hold state (caller on hold). When applied to an Agent Group, the current number of agents in the Hold state. When applied to a Place Group, the current number of agents in the Hold state who are logged in at places in the Place Group. Statistic Type: Total_Number_on_Hold
Total Dialing | Dialing | Current number of agents in the Dialing state (dialing a call). When applied to an Agent Group, the current number of agents in the Dialing state. When applied to a Place Group, the current number of agents in the Dialing state who are logged in at places in the Place Group. Statistic Type: CurrNumberDialingStatuses
Total Ringing | Ringing | Current number of agents in the Ringing state (phone ringing). When applied to an Agent Group, the current number of agents in the Ringing state. When applied to a Place Group, the current number of agents in the Ringing state who are logged in at places in the Place Group. Statistic Type: CurrNumberRingingStatuses
Total on After-Call Work | ACW | Current number of agents in the After-Call Work state (performing post-call work). When applied to an Agent Group, the current number of agents in the After-Call Work state. When applied to a Place Group, the current number of agents in the After-Call Work state who are logged in at places in the Place Group. The following are subtypes of the After-Call Work state: Unknown—Work following a call of unknown type. Internal—Work following an internal call. Inbound—Work following an inbound call. Outbound—Work following an outbound call. Consult—Work following a consultation call. Statistic Type: CurrNumberACWStatuses
Total Available | Available | Current number of agents in the Available state (DNs have no activity and are ready to receive the next voice interaction). When applied to an Agent Group, the current number of agents in the Available state. When applied to a Place Group, the current number of agents in the Available state who are logged in at places in the Place Group. Statistic Type: CurrNumberWaitStatuses
Total Not Ready | Not Ready | Current number of agents in the Not Ready state (logged in to one or more DNs that are not available for the next call). When applied to an Agent Group, the current number of agents in the Not Ready state. When applied to a Place Group, the current number of agents in the Not Ready state who are logged in at places in the Place Group. Statistic Type: CurrNumberNotReadyStatuses

### Telephony Hourly / Telephony Daily

Statistic Group | Statistic Long Name | Short Name | Description
Performance | Total Inbound Calls | Inbound | Total number of inbound calls. When applied to an Agent Group or a Place Group, the total number of inbound calls across all members of the group. Statistic Type: Total_Calls_Inbound
Average Inbound Time | Avg Inbound | Average length of inbound calls. When applied to an Agent Group or a Place Group, the average length of inbound calls across all members of the group. Statistic Type: AverInboundStatusTime
Total Outbound Calls | Outbound | Total number of outbound calls. When applied to an Agent Group or a Place Group, the total number of outbound calls across all members of the group. Statistic Type: Total_Calls_Outbound
Average Outbound Time | Avg Outbound | Average length of outbound calls. When applied to an Agent Group or a Place Group, the average length of outbound calls across all members of the group. Statistic Type: AverOutboundStatusTime
Total Consult Calls | Consult | Total number of consultation calls. When applied to an Agent Group or a Place Group, the total number of consultation calls across all members of the group. Statistic Type: Total_Calls_Consult
Average Consult Time | Avg Consult | Average length of consultation calls. When applied to an Agent Group or a Place Group, the average length of consultation calls across all members of the group. Statistic Type: AverConsultStatusTime
Average Handle Time | Avg Handle | Average length of complete inbound and outbound calls (including after-call work). When applied to an Agent Group or a Place Group, the average length of complete calls across all members of the group. Statistic Type: AverHandleStatusTime
Total Internal Calls | Internal | Total number of internal calls. When applied to an Agent Group or a Place Group, the total number of internal calls across all members of the group. Statistic Type: Total_Calls_Internal
Total Holds | Holds | Total number of holds. When applied to an Agent Group or a Place Group, the total number of holds across all members of the group. Statistic Type: Total_Number_on_Hold
Total Transfers Made | Trans Made | Total number of transfers made. When applied to an Agent Group or a Place Group, the total number of transfers made across all members of the group. Statistic Type: Total_Number_of_Transfers_Made
Total Transfers Taken | Trans Taken | Total number of transfers taken. When applied to an Agent Group or a Place Group, the total number of transfers taken across all members of the group. Statistic Type: Total_Number_of_Transfers_Taken

## E-Mail View Templates

### E-Mail Status and Hourly / E-Mail Status and Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status | E-Mail In Processing | Processing | Number of interactions currently being processed. When applied to an Agent Group, the number of interactions currently being processed by all agents in the Agent Group. When applied to a Place Group, the number of interactions currently being processed by agents who are logged in at places in the Place Group. Statistic Type: CurrentInteractionInProcessing
Performance | Average E-Mail Processing Time | Avg Processing | Average amount of time required to process an interaction. When applied to an Agent Group, the average amount of time required to process an interaction across all agents in the Agent Group. When applied to a Place Group, the average amount of time required to process an interaction across all agents who are logged in at places in the Place Group. Statistic Type: AverageInteractionProcessingTime
Total E-Mail Offered | Offered | Total number of interactions offered for processing. When applied to an Agent Group, the number of interactions offered to all agents in the Agent Group. When applied to a Place Group, the number of interactions offered to all agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsOffered
Total E-Mail Accepted | Accepted | Total number of interactions offered and accepted. When applied to an Agent Group, the number of interactions offered and accepted by all agents in the Agent Group. When applied to a Place Group, the number of interactions offered and accepted by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsAccepted
Total E-Mail Rejected | Rejected | Total number of interactions offered and rejected. When applied to an Agent Group, the number of interactions offered and rejected by all agents in the Agent Group. When applied to a Place Group, the number of interactions offered and rejected by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsRejected
Total E-Mail Pulled | Pulled | Total number of interactions pulled from any queue. When applied to an Agent Group, the number of interactions pulled (from any queue) by all agents in the Agent Group. When applied to a Place Group, the number of interactions pulled (from any queue) by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsPulled
Total Terminated | Terminated | Total number of interactions terminated. When applied to an Agent Group, the number of interactions terminated by all agents in the Agent Group. When applied to a Place Group, the number of interactions terminated by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInboundInteractionsStopped
Total E-Mail Transferred | Transferred | Total number of interactions transferred. When applied to an Agent Group, the number of interactions transferred by all agents in the Agent Group. When applied to a Place Group, the number of interactions transferred by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInboundTransfersMade
Total Outbound E-Mail | Outbound | Total number of outbound interactions. When applied to an Agent Group, the number of outbound interactions created by all agents in the Agent Group. When applied to a Place Group, the number of outbound interactions created by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberOutboundInteractionsInitiated
Total Internal E-Mail | Internal | Total number of internal interactions. When applied to an Agent Group, the number of internal interactions created by all agents in the Agent Group. When applied to a Place Group, the number of internal interactions created by agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInternalInteractionsInitiated
Total E-Mail Timed Out | Timed Out | Total number of interactions revoked because of prolonged inactivity. When applied to an Agent Group, the number of interactions revoked (because of prolonged inactivity) across all agents in the Agent Group. When applied to a Place Group, the number of interactions revoked (because of prolonged inactivity) across all agents who are logged in at places in the Place Group. Statistic Type: TotalNumberInteractionsTimedOut

## Chat View Templates

### Chat Status and Hourly / Chat Status and Daily

Statistic Group | Statistic Long Name | Short Name | Description
Status | Chats In Processing | Processing | Total number of chat interactions at the moment of measurement. Statistic Type: CurrentInteractionInProcessing
Performance | Average Chat Processing Time | Avg Processing | Average amount of time that chat interactions spent at the desktop. Statistic Type: AverageInteractionProcessingTime
Total Chat Transfers Made | Trans Made | Total number of chat interaction transfers made. Statistic Type: TotalNumberTransfersMade
Total Chat Transfers Taken | Trans Taken | Total number of chat interaction transfers taken. Statistic Type: TotalNumberTransfersTaken
Total Chat Conferences Initiated | Conf Initiated | Total number of successful attempts to initiate a chat conference or add another participant to an existing conference. Statistic Type: TotalNumberConferencesInitiated
Total Chat Conferences Joined | Conf Joined | Total number of conference requests accepted. For interactions that were conferenced more than once to this resource, and that were accepted, this stat type counts each instance separately. Statistic Type: TotalNumberConferencesJoined
Total Chat Coaching Requests | Coaching Reqs | Total number of chat coaching requests submitted by agents in the group. StatisticType: TotalNumberInteractionsInvitedForCoaching
Total Chats Coached | Coached | Total number of chat sessions coached by supervisors in the group. Statistic Type: TotalNumberBeingCoached
Total Chats Monitored | Monitored | Total number of chat sessions monitored by supervisors in the group. Statistic Type: TotalNumberBeingMonitored

### Chat Supervisor

Statistic Group | Statistic Long Name | Short Name | Description
Hourly Performance | Total Chats Monitored (Hourly) | Monitored | Total number of chat sessions monitored by supervisors in the group. Statistic Type: TotalNumberMonitoringInitiated
Total Chats Coached Upon Request (Hourly) | Coached On Request | Total number of agent-initiated chat coaching sessions performed by supervisors in the group. Statistic Type: TotalNumberCoachingByRequestInitiated
Total Chats Coached Via barge-in (Hourly) | Coached Via Barge In | Total number of chat sessions coached when initiated by supervisors in the group. Statistic Type: TotalNumberCoachingByIntrusionInitiated
Total Chats Conferenced Via barge-in (Hourly) | Conferenced Via barge-in | Total number of chat sessions conferenced when initiated by supervisors in the group. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion
Daily Performance | Total Chats Monitored (Daily) | Monitored | Total number of chat sessions monitored by supervisors in the group. Statistic Type: TotalNumberMonitoringInitiated
Total Chats Coached Upon Request (Daily) | Coached On Request | Total number of agent-initiated chat coaching sessions performed by supervisors in the group. Statistic Type: TotalNumberCoachingByRequestInitiated
Total Chats Coached Via barge-in (Daily) | Coached Via Barge In | Total number of chat sessions coached when initiated by supervisors in the group. Statistic Type: TotalNumberCoachingByIntrusionInitiated
Total Chats Conferenced Via barge-in (Daily) | Conferenced Via barge-in | Total number of chat sessions conferenced when initiated by supervisors in the group. Statistic Type: TotalNumberOfJoinedToConferenceByIntrusion