Documentation:HTCC:IWWDep:EnablingAgentstoViewKPIs:9.0.0DRAFT

Enabling agents to view KPIs and Contact Center Statistics

Agent Workspace includes two optional views and the Statistics Gadget that you can configure to display real-time agent Key Performance Indicators (KPIs) (Performance Tracker) and contact center statistics (Dashboard). KPIs enable agents to focus on their efficiency against the expectations of the contact center. Contact center statistics enable agents to see the overall performance of their contact center in a dashboard.

Workspace does not come with default KPIs and Statistics set up for you to display to your agents. However, a wide range of statistic definitions are supported that you can call on through configuration to display in the Performance Tracker and the Dashboard.

In the initial release of Workspace, the statistics definitions are provided in the Statistics_Definitions.cfg file, located in the root directory of the gws-microservices.tgz archive included in the IP.

Here is an example definition:

[statistics.definitions.CurrentReadyAgents_EXT_GA]
name=CurrentReadyAgents_EXT
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=AgentStatus
mainMask=WaitForNextCall
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

The name in square brackets is the definition name. The name following "name=" is the statistic name. The type following "objectTypes=" informs you of the scope of the statistics, such as Agent, GroupAgents, RoutingPoint, and so on.

The following definitions are supported:

[+] Statistics_Definitions.cfg

[statistics.definitions.Productivity_A]
name=Productivity
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallInbound,CallOutbound,CallInternal,CallConsult,CallUnknown
relativeMask=*,~LoggedOut,~NotMonitored
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.RejectedChats_A]
name=RejectedChats
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionRejected
dynamicTimeProfile=0:00
dynamicFilter= MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.CurrentReadyAgents_EXT_GA]
name=CurrentReadyAgents_EXT
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=AgentStatus
mainMask=WaitForNextCall
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.AverageInboundPerHour_EXT_GA]
name=AverageInboundPerHour_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallInbound
relativeMask=*,~LoggedOut,~NotMonitored
dynamicTimeProfile=0:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=GroupAgents

[statistics.definitions.HoldDuration_A]
name=HoldDuration
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNAction
intervalType=GrowingWindow
mainMask=CallOnHoldInbound,CallOnHoldOutbound,CallOnHoldInternal,CallOnHoldConsult,CallOnHoldUnknown
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.ReadyDuration_A]
name=ReadyDuration
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=WaitForNextCall
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.TransferredChatsToQueue_A]
name=TransferredChatsToQueue
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=InteractionHandlingInbound, InteractionHandlingInternal, InteractionHandlingOutbound
dynamicTimeProfile=0:00
dynamicFilter= PairExists("IW_RoutingBasedRequestType", "InitTransfer") & MediaType=chat
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.AverageInboundHandlingTime_EXT_GA]
name=AverageInboundHandlingTime_EXT
location=/
notificationFrequency=60
insensitivity=1
distinguishByConnId=true
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
relativeMask=CallInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.AverageHandlingTime_A]
name=AverageHandlingTime
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, AfterCallWork
relativeMask=CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.AverageOutboundHandlingTime_EXT_GA]
name=AverageOutboundHandlingTime_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallOutbound
relativeMask=CallOutbound
dynamicTimeProfile=0:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=GroupAgents

[statistics.definitions.AverageHandlingTime_Chat_A]
name=AverageHandlingTime_Chat
location=/
notificationFrequency=1
insensitivity=0
intervalLength=0
distinguishByConnId=false
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
relativeMask=InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=chat
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.AverageInboundHandlingTime_EXT_A]
name=AverageInboundHandlingTime_EXT
location=/
notificationFrequency=60
insensitivity=1
distinguishByConnId=true
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
relativeMask=CallInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.TimeInCurrentEmail_A]
name=TimeInCurrentEmail
location=/
notificationFrequency=60
insensitivity=1
category=CurrentTime
subject=DNStatus
maskType=MEDIA
mainMask=*
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.CurrMaxCallWaitingTime_EXT_GQ]
name=CurrMaxCallWaitingTime_EXT
location=/
notificationFrequency=60
insensitivity=1
category=CurrentMaxTime
subject=DNAction
mainMask=CallWait
relativeMask=CallWait
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=GroupQueues

[statistics.definitions.CurrMaxCallWaitingTime_RP]
name=CurrMaxCallWaitingTime
location=/
notificationFrequency=60
insensitivity=1
category=CurrentMaxTime
subject=DNAction
mainMask=CallWait
relativeMask=CallWait
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=RoutePoint

[statistics.definitions.CurrMaxCallWaitingTime_EXT2_Q]
name=CurrMaxCallWaitingTime_EXT2
location=/
notificationFrequency=60
insensitivity=1
category=CurrentMaxTime
subject=DNAction
mainMask=CallWait
relativeMask=CallWait
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=Queue

[statistics.definitions.TotalInboundCallTime_EXT_GA]
name=TotalInboundCallTime_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.TotalOutboundCallTime_EXT_A]
name=TotalOutboundCallTime_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallOutbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.Total_Abandoned_RP]
name=Total_Abandoned
location=/
notificationFrequency=60
insensitivity=0
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallAbandoned
relativeMask=CallAbandoned
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=RoutePoint

[statistics.definitions.CurrentAgentsOnCall_EXT_GA]
name=CurrentAgentsOnCall_EXT
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=AgentStatus
mainMask=CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, CallRinging, CallDialing
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.AverageOutboundHandlingTime_EXT_A]
name=AverageOutboundHandlingTime_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallOutbound
relativeMask=CallOutbound
dynamicTimeProfile=0:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.NotReadyDuration_EXT_A]
name=NotReadyDuration_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=AgentStatus
intervalType=GrowingWindow
mainMask=NotReadyForNextCall
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.MissedCalls_A]
name=MissedCalls
location=/
notificationFrequency=60
insensitivity=1
intervalLength=9999999
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=SlidingWindow
mainMask=CallForwarded
dynamicTimeProfile=3600:10
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.RejectedEmails_A]
name=RejectedEmails
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionRejected
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.v2v3_AverageWaitingTime_RP]
name=AverageWaitingTime
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=AverageTime
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallWait
relativeMask=CallWait
dynamicTimeProfile=7:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=RoutePoint

[statistics.definitions.v2v3_AverageWaitingTime_EXT_GQ]
name=AverageWaitingTime_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=AverageTime
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallWait
relativeMask=CallWait
dynamicTimeProfile=7:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=GroupQueues

[statistics.definitions.AverageWaitingTime_EXT2_Q]
name=AverageWaitingTime_EXT2
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=AverageTime
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallWait
relativeMask=CallWait
dynamicTimeProfile=07:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Queue

[statistics.definitions.CurrentInQueue_EXT_GQ]
name=CurrentInQueue_EXT
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=DNAction
mainMask=CallWait
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=GroupQueues

[statistics.definitions.CurrentInQueue_EXT2_Q]
name=CurrentInQueue_EXT2
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=DNAction
mainMask=CallWait
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=Queue

[statistics.definitions.Productivity_Email_A]
name=Productivity_Email
location=/
notificationFrequency=60
insensitivity=1
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
relativeMask=*,~Available,~NotAvailable
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.OutboundEmails_A]
name=OutboundEmails
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionStartedOutbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.Total_Queue_Inbound_Q]
name=Total_Queue_Inbound
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
mainMask=CallEnteredInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=Queue

[statistics.definitions.MissedEmails_A]
name=MissedEmails
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionRevoked
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.TotalCallsOutbound_EXT_GA]
name=TotalCallsOutbound_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallOutbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.TotalCallsInbound_EXT_A]
name=TotalCallsInbound_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.AverageOutboundPerHour_EXT_GA]
name=AverageOutboundPerHour_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallOutbound
relativeMask=*,~LoggedOut,~NotMonitored
dynamicTimeProfile=0:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=GroupAgents

[statistics.definitions.CallsAbandoned_EXT_GQ]
name=CallsAbandoned_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallAbandoned, CallAbandonedFromRinging
relativeMask=CallAbandoned, CallAbandonedFromRinging
dynamicTimeProfile=7:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=GroupQueues

[statistics.definitions.CallsAbandoned_EXT2_Q]
name=CallsAbandoned_EXT2
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallAbandoned, CallAbandonedFromRinging
relativeMask=CallAbandoned, CallAbandonedFromRinging
dynamicTimeProfile=07:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Queue

[statistics.definitions.TotalCallsRinging_EXT_A]
name=TotalCallsRinging_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=AgentStatus
intervalType=GrowingWindow
mainMask=CallRinging
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.Total_Answered_RP]
name=Total_Answered
location=/
notificationFrequency=60
insensitivity=0
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
mainMask=CallAnswered
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=RoutePoint

[statistics.definitions.ConsultCalls_A]
name=ConsultCalls
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=DN
mainMask=CallConsult
relativeMask=CallConsult
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.CallsInboundRinging_EXT_A]
name=CallsInboundRinging_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallRingingInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.ReadyDuration_Chat_A]
name=ReadyDuration_Chat
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
maskType=MEDIA
mainMask=Available
dynamicTimeProfile=0:00
dynamicFilter=MediaType=chat
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.CallsEntered_EXT2_Q]
name=CallsEntered_EXT2
location=/
notificationFrequency=60
insensitivity=1
distinguishByConnId=true
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
mainMask=CallEntered
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=Queue

[statistics.definitions.InboundChats_A]
name=InboundChats
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionAccepted
relativeMask=InteractionAccepted
dynamicTimeProfile=0:00
dynamicFilter= MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.TimeInCurrentState_A]
name=TimeInCurrentState
location=/
notificationFrequency=60
insensitivity=1
category=CurrentTime
subject=DNStatus
mainMask=*
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.TotalInboundCallTime_EXT_A]
name=TotalInboundCallTime_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.InboundEmails_A]
name=InboundEmails
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionAccepted
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.TalkDuration_A]
name=TalkDuration
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNAction
intervalType=GrowingWindow
mainMask=CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.WrapDuration_A]
name=WrapDuration
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=AfterCallWork
relativeMask=AfterCallWork
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.ChatCurrentInQueue_Q]
name=ChatCurrentInQueue
location=/
notificationFrequency=60
insensitivity=0
intervalLength=0
distinguishByConnId=true
category=CurrentNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallWaitInbound
relativeMask=CallWaitInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Queue

[statistics.definitions.AverageInboundPerHour_EXT_A]
name=AverageInboundPerHour_EXT
location=/
notificationFrequency=60
insensitivity=1
distinguishByConnId=true
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
relativeMask=*,~LoggedOut,~NotMonitored
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.TotalCallsOutbound_EXT_A]
name=TotalCallsOutbound_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallOutbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.TotalCallsInbound_EXT_GA]
name=TotalCallsInbound_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.CallsEntered_EXT_GQ]
name=CallsEntered_EXT
location=/
notificationFrequency=60
insensitivity=1
distinguishByConnId=true
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
mainMask=CallEntered
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=GroupQueues

[statistics.definitions.CurrentAgentState_A]
name=CurrentAgentState
location=/
notificationFrequency=0
category=CurrentState
subject=DNAction
mainMask=*
notificationMode=Immediate
maskType=DN
objectTypes=Agent

[statistics.definitions.CurrAvgCallWaitingTime_RP]
name=CurrAvgCallWaitingTime
location=/
notificationFrequency=60
insensitivity=1
category=CurrentAverageTime
subject=DNAction
mainMask=CallWait
relativeMask=CallWait
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=RoutePoint

[statistics.definitions.CallsInboundRinging_EXT_GA]
name=CallsInboundRinging_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedNumber
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallRingingInbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.OutboundCalls_A]
name=OutboundCalls
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=DN
mainMask=CallOutbound
relativeMask=CallOutbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.TransferredEmailsToQueue_A]
name=TransferredEmailsToQueue
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingInbound, InteractionHandlingInternal, InteractionHandlingOutbound
dynamicTimeProfile=0:00
dynamicFilter= PairExists("IW_RoutingBasedRequestType", "InitTransfer") & MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.LoginDuration_EXT_A]
name=LoginDuration_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalTime
subject=AgentStatus
intervalType=GrowingWindow
mainMask=*,~LoggedOut,~NotMonitored
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.CurrentLoggedInAgents_EXT_GA]
name=CurrentLoggedInAgents_EXT
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=AgentStatus
mainMask=*, ~LoggedOut,~NotMonitored
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.CallsAnswered_EXT_GQ]
name=CallsAnswered_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallAnswered
relativeMask=CallAnswered
dynamicTimeProfile=7:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=GroupQueues

[statistics.definitions.CallsAnswered_EXT2_Q]
name=CallsAnswered_EXT2
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallAnswered
relativeMask=CallAnswered
dynamicTimeProfile=07:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Queue

[statistics.definitions.ChatAccepted_Q]
name=ChatAccepted
location=/
notificationFrequency=60
insensitivity=0
intervalLength=0
distinguishByConnId=true
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallAnswered
relativeMask=CallAnswered
dynamicTimeProfile=0:00
dynamicFilter=MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Queue

[statistics.definitions.TotalOutboundCallTime_EXT_GA]
name=TotalOutboundCallTime_EXT
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
mainMask=CallOutbound
dynamicTimeProfile=0:00
notificationMode=Periodical
maskType=DN
objectTypes=GroupAgents

[statistics.definitions.TransferredEmails_A]
name=TransferredEmails
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=TransferMade
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.InboundCalls_A]
name=InboundCalls
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=DN
mainMask=CallInbound
relativeMask=CallInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.InternalCalls_A]
name=InternalCalls
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
mainMask=CallInternal
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

[statistics.definitions.Current_In_Queue_RP]
name=Current_In_Queue
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=DNAction
mainMask=CallWait
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=RoutePoint

[statistics.definitions.MissedChats_A]
name=MissedChats
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionRevoked
dynamicTimeProfile=0:00
dynamicFilter= MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.Current_In_Queue_Q]
name=Current_In_Queue
location=/
notificationFrequency=60
insensitivity=1
category=CurrentNumber
subject=DNAction
mainMask=CallWaitInbound
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=ROUTE_POINT
objectTypes=Queue

[statistics.definitions.ReadyDuration_Email_A]
name=ReadyDuration_Email
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNStatus
intervalType=GrowingWindow
maskType=MEDIA
mainMask=Available
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.Productivity_Chat_A]
name=Productivity_Chat
location=/
notificationFrequency=60
insensitivity=1
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingInbound,InteractionHandlingOutbound,InteractionHandlingInternal,Coaching,InteractionHandlingUnknown
relativeMask=*,~Available,~NotAvailable
dynamicTimeProfile=0:00
dynamicFilter= MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.AverageHandlingTime_Email_A]
name=AverageHandlingTime_Email
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=AverageTime
subject=DNStatus
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
relativeMask=InteractionHandlingUnknown,Coaching,InteractionHandlingInternal,InteractionHandlingOutbound,InteractionHandlingInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.ChatDuration_A]
name=ChatDuration
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=TotalAdjustedTime
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
relativeMask=InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
dynamicTimeProfile=0:00
dynamicFilter= MediaType=chat & ~PairExist("InteractionSubtype","InternalConferenceInvite")
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.CurrentTargetState_A]
name=CurrentTargetState
location=/
notificationFrequency=0
category=CurrentTargetState
subject=DNStatus
intervalType=GrowingWindow
mainMask=*
dynamicTimeProfile=0:00
notificationMode=Immediate
maskType=DN
objectTypes=Agent

[statistics.definitions.EmailDuration_A]
name=EmailDuration
location=/
notificationFrequency=60
insensitivity=1
category=TotalAdjustedTime
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=InteractionHandlingUnknown, Coaching, InteractionHandlingInbound
dynamicTimeProfile=0:00
dynamicFilter=MediaType=email
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.TransferredChats_A]
name=TransferredChats
location=/
notificationFrequency=60
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
maskType=MEDIA
mainMask=TransferMade
dynamicTimeProfile=0:00
dynamicFilter= MediaType=chat  & ~PairExist("InteractionSubtype","InternalConferenceInvite")
notificationMode=Periodical
objectTypes=Agent

[statistics.definitions.AverageOutboundPerHour_EXT_A]
name=AverageOutboundPerHour_EXT
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=true
category=AverageNumberPerRelativeHour
subject=DNStatus
intervalType=GrowingWindow
maskType=DN
mainMask=CallOutbound
relativeMask=*,~LoggedOut,~NotMonitored
dynamicTimeProfile=0:00
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=Agent

To enable KPIs and statistics, you create sections in the Workspace Application object that correspond to the statistic names provided in the Statistics_Defintions.cfg file, then, you configure the KPI and Contact Center Statistics options to display the statistics to your agents. The following sections provide examples of how to create sections and configure statistics for display.

KPIs

To display statistics (KPIs) in the Performance Tracker view of the Workspace interface, you must specify at least one statistic in the kpi.displayed-kpis option and grant the privilege.performance-tracker.can-use privilege.

The following is an example of how to create, modify, and specify the InternalCalls statistic for display.

The Statistics_Definitions.cfg file contains the following definition for tracking Internal Calls:

[statistics.definitions.InternalCalls_A]
name=InternalCalls
location=/
notificationFrequency=10
insensitivity=1
category=TotalNumber
subject=DNAction
intervalType=GrowingWindow
mainMask=CallInternal
dynamicTimeProfile=0:00
dynamicFilter=MediaType=voice
notificationMode=Periodical
maskType=DN
objectTypes=Agent

1. Choose a statistic that you want to display. For this example we will use InternalCalls.
2. Create a section in the GWS Application Server object application object by using Genesys Administrator Extension, such as Stat-Agent-InternalCalls, for the Key specify the statistic-name option and assign InternalCalls as the value:
   
3. (Recommended) Create an option in the section called Stat-Agent-InternalCalls and assign display-name as the key and Internal Calls as the value:
   
4. (Optional) The statistics attributes (options) that you can specify for a statistics section include:
   • statistic-name (mandatory)
   • display-name (recommended)
   • target-value
   • warning-level-low
   • warning-level-high
   • error-level-low
   • error-level-high
   • worst-value-low
   • worst-value-high
   • statistic-type — possible values are: duration and number. If statistic-type isn't specified, the default type is number except if the statistics name includes the keyword duration.
   • measurement-unit — an optional display value.

   Refer to Setting the Warning, Error, and Worst Levels for more information about how to use the target, warning, error, and worst attributes.
   

5. Repeat steps 1 through 5 for each statistic that you want to use.
6. To make the statistic display in the Performance Tracker, specify the section name in the kpi.displayed-kpis option in the interaction-workspace section of the GWS Application Server object application object. You can also specify this option at the agent, agent group, or skill level.
   
   Specify the statistics in the order in which you want the statistics to be displayed in the Workspace interface. For example: Stat-Agent-InternalCalls,Stat-Agent-InboundCalls,Stat-Agent-OutboundCalls,Stat-Agent-ConsultCalls,Stat-Agent-HoldDuration,Stat-Agent-AverageHandlingTime,Stat-Agent-ReadyDuration,Stat-Agent-TalkDuration
   

Contact Center Statistics

To display contact center statistics in the Dashboard tab of the Agent Workspace interface, you must specify at least one statistic in the statistics.displayed-statistics option and grant the privilege.monitor-dashboard.can-use privilege.

The following is an example of how to specify the AverageWaitingTime statistic for display.

The Statistics_Definitions.cfg file contains the following definition for tracking Average waiting time:

[statistics.definitions.v2v3_AverageWaitingTime_RP]
name=AverageWaitingTime
location=/
notificationFrequency=60
insensitivity=1
intervalLength=0
distinguishByConnId=false
category=AverageTime
subject=DNAction
intervalType=GrowingWindow
maskType=ROUTE_POINT
mainMask=CallWait
relativeMask=CallWait
dynamicTimeProfile=7:00
dynamicFilter=MediaType=voice
timeRange1=0:0
timeRange2=0:0
notificationMode=Periodical
objectTypes=RoutePoint

1. Choose a statistic that you want to display. In this example we will use AverageWaitingTime.
2. Create a section in the GWS Application Server object application object by using Genesys Administrator Extension, such as Stat-CC-AverageWaitingTime, for the Key specify the statistic-name option and assign
3. Assign AverageWaitingTime as the value.
   
4. (Recommended) Create an option in the section called Stat-CC-AverageWaitingTime and assign display-name as the key and Average Customer Wait Time as the value:
   
5. (Optional) The statistics attributes (options) that you can specify for a statistics section include::
   • statistic-name (mandatory)
   • display-name (recommended)
   • target-value
   • warning-level-low
   • warning-level-high
   • error-level-low
   • error-level-high
   • worst-value-low
   • worst-value-high
   • statistic-type — possible values are: duration, number. If statistic-type isn't specified, the default type is number excepted if the statistics name includes the duration keyword.
   • measurement-unit — an optional display value.
   Refer to Setting the Warning, Error, and Worst Levels for more information about how to use the target, warning, error, and worst attributes.
6. Repeat steps 1 through 5 for each statistic that you want to use.
7. In the interaction-workspace section in the GWS Application Server object application, specify the name of the section that you created in Step 2 as one of the values of the statistics.displayed-statistics option. The value of this option is a coma-separated list of section names defined in the GWS Application Server object application. Specify the statistics in the order in which you want the statistics to be displayed in the Workspace interface. For example: Stat-CC-AverageWaitingTime,Stat-CC-Current_In_Queue,Stat-CC-CurrMaxCallWaitingTime,Stat-CC-ServiceLevel,Stat-CC-Total_Abandoned,Stat-CC-Total_Answered
8. Specify the queue group, agent group, routing point, and/or virtual queue for which you want statistics reported by using the following options:
   • statistics.queue-groups
   • statistics.agent-groups
   • statistics.routing-points
   • statistics.virtual-queues
9. Use the permissions.agent-group.exclude option to specify the list of agent groups or virtual agent groups to be excluded from Statistics, or use the permissions.agent-group.restrict option to specify the list of agent groups or virtual agent groups to which Statistics are restricted.
10. Specify the refresh time, in seconds, for the statistics in the Contact Center Statistics tab by using the statistics.refresh-time option.

Setting the Warning, Error, and Worst Levels

Workspace provides eight non-mandatory options that you can use to define low and/or high levels of warning and error and low and/or high levels of worst values.

Some statistics are in an error state when they are below a certain value, while others are in an error state when they are above a certain value; for some statistics both a lower error threshold and a higher error threshold are required. The following non-mandatory options enable you to set a low and high threshold for a statistic:

• error-level-low: Values below this value are in an error state for the statistic.
• error-level-high: Values above this value are in an error state for the statistic.

Some statistics are in a warning state when they are below a certain value, while others are in a warning state when they are above a certain value; for some statistics both a lower warning threshold and a higher warning threshold are required. The following non-mandatory options enable you to set a low and high threshold for a statistic:

• warning-level-low: Values below this value are in a warning state for the statistic.
• warning-level-high: Values above this value are in a warning state for the statistic.

Use the error and warning options to specify ranges that are most suitable for the statistic.

Some statistics are performance based. The agent's result is compared to a target value to determine the agent's level of performance. Some statistics require a lower worst value and some require a higher worst value. For some statistics, both a lower and a higher worst value are required.

• worst-value-low: Values below this value result in a negative evaluation for the KPI.
• worst-value-high: Values above this value result in a negative evaluation for the KPI.
• target-value: The target value to be reached by the agent.

These options control when the following icons are displayed in the Dashboard (Contact Center Statistics) region and Performance Tracker (KPI) view:

• A worst icon () is displayed if the evaluation of the performance is below the expected worst low level or above the worst high level for the agent statistic (KPI) or contact center statistic.
• An error icon () is displayed if the evaluation of the performance is below the expected error low level or above the error high level for the agent statistic (KPI) or contact center statistic.
• A warning icon () is displayed if the evaluation of your performance for the agent statistic (KPI) or contact center statistic is below the expected warning low level or above the warning high level.

In the Performance Tracker view they also configure the appearance of the statistic indicator bars, for example:

Statistics Gadget

The Workspace Statistics Gadget enables your agents to constantly monitor key statistics that you specify. You can specify one or more statistics to be displayed to the agent at all times in the Main Menu bar of the Workspace window.

The Contact Center Statistics tab and Performance Tracker enable agents to view all the statistics and KPIs that you define; however, to view these, the agent must open those tabs, which temporarily hides the rest of the Workspace window.

Refer to the Workspace Help for information about using the Statistic Gadget.

Use the statistics.gadget-statistics option to specify a section or sections that contain a statistic or statistics to be displayed in the Statistics Gadget. If more than one statistic is specified, the first one is displayed by default. The others can be displayed by hovering the mouse pointer over the gadget or by clicking the gadget to open a menu that enables selection of a different statistic.

Use the statistics.gadget-statistics.max-size option to specify the maximum number of statistics that can be displayed in the Statistics Gadget. If you specify a number of statistics in the statistics.gadget-statistics option that exceeds this number, only the first n statistics are displayed.

Configuring the statistics.gadget-statistics option

The statistics.gadget-statistics option enables you to specify statistic sections to be displayed. The section should contain the name of the statistics definition, specified by the statistic-definitions option and the list of objects for which the statistic should be displayed (in the object-ids option) and the type of the object (in the object-type option). The list of objects in object-ids should all be from the same type (for example, Agent Groups), and this type of object should be specified in the object-type option.

You can also specify the following options in the statistic section to add the name and the type of the statistic:

• object-ids: The ids of Agent Groups, Virtual Queues, DN Groups, and Routing Points
• object-type: Statistics can be displayed for four different types of objects:
  • Agent Group — Statistics for an agent group or virtual agent group
  • Routing Point — Statistics for a Routing Point
  • Virtual Queue — Statistics for a Virtual Queue
  • Queue Group — Statistics for a Group of DNs

Valid values for this option are the names of sections that you have defined that contain the definitions of statistics, such as the name of the statistic, the name of the object for which the statistic is calculated, object type, object id, and so on.

• Agent Statistic — If the statistic section is defined only with a statistic-name option, the statistic is considered as a statistic for the currently logged-in agent.
• Routing Point Statistic — The statistic section is defined with the object-type option as RoutingPoint.
• Virtual Queue Statistic — The statistic section is defined with the object-type option as VirtualQueue.
• Queue Group Statistic — The statistic section is defined with the object-type option as QueueGroup.
• Agent Group Statistic — The statistic section is defined with the object-type option as AgentGroup.

Workspace tests if the configured objects exist in the configuration layer. If a statistic is defined for an object that does not exist, the configured statistic is not displayed.

You can also create sections that collect a group of related statistics to make it easier to specify which statistics can be displayed. For example, you might want to display two statistics (CC-Total_Answered and CC-Total_Abandoned statistics) for an agent group object and one (Stat-Agent-InboundCalls) for the current agent.

To display CC-Total_Answered and CC-Total_Abandoned statistics for the agent group to which the agent belongs create a new section and add these two statistics as values:

 [AG_Stats]
 object-ids=AG1, AG2
 object-type=AgentGroup
 statistic-definitions=CC-Total_Answered,CC-Total_Abandoned

The following two figures show how this is configured in Genesys Administrator Extension:

Next, assign the value AG_Stats,KPI-InboundCalls to the statistics.gadget-statistics option.

The three statistics are then available in the Workspace Main Menu bar.

You can use the permissions.agent-group.exclude or permissions.agent-group.restrict options to further refine which statistics are displayed in the Statistics Gadget and the Contact Center Statistics tab.

Focus duration

Workspace is an omni-channel application which means that agents might be handling multiple interactions on different channels for the same contact, or for multiple contacts. For example, an agent might be talking on the phone with a contact, sending the contact text information by the Chat channel, while composing an email to the contact; or, an agent might be handling multiple chats for multiple contacts while handling email interactions or workitems. In both of these example scenarios, the agent spends a little bit of time focused on each individual interaction; however, from a reporting perspective, the duration of handling is the total time from when each interaction was initiated until it was marked Done. This gives a false representation of the amount of time that an agent was actually handling each individual interaction.

When the value of the reporting.case.report-case-in-focus-duration option is set to true, which specifies whether the time that an interaction has been in the focus of the agent during its handling is reported to T-Server or Interaction Server at the end of its processing by the agent. When it is enabled, this notification allows Genesys Interaction Concentrator and Genesys Infomart to calculate focus time metrics. Workspace reports to the Genesys back-end the time, in seconds, that an individual interaction had the focus, that is, the time that the agent actually spent working directly or indirectly on this interaction. The duration of each interaction is reported as the sum of the times that the interaction had the focus of the agent. The assignment of focus-time to an interaction is based on the following rules:

1. At any given time, only one Case can be considered as in focus.

   Therefore, the sum of the focus-times of the agent cannot exceed the total focus-time.

2. When a Case is considered to be in focus, the time in focus is assigned to the Main interaction of the case; that is, the interaction that initiated the case (for example an inbound chat or an outbound call).
3. The Case that contains the current Active Voice Call (Established) is considered as in focus, whether the voice call in the Case is the main interaction, a secondary interaction, or a consultation.

   There cannot be more that one Active Voice Call at a given time.

4. When there is no Active Voice Call, the Case that has the visual focus, corresponding to the selected view, is considered as in focus. This can be a Case that contains a non-Active Voice Call (for example, Dialing, On Hold, or Released).
5. If Workspace loses the application focus, the Case that had visual focus at the time Workspace lost the focus continues to be considered as in focus.