Contents

Interaction Analyzer Statistics

Added the following statistics to Interaction Analyzer. For more information, see the Interaction Analyzer Technical Reference at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/analyzer_tr.pdf.

Interaction Analyzer Workgroup Statistics

Highest active agent negative score - This statistic represents the highest negative score that an agent has accumulated in an active interaction in this workgroup. This cumulative score does not include positive scores that occurred during the interaction.
Highest active customer negative score - This statistic represents the highest negative score that a customer has accumulated in an active interaction in this workgroup. This cumulative score does not include positive scores that occurred during the interaction.
Highest active agent positive score - This statistic represents the highest positive score that an agent has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.
Highest active customer positive score - This statistic represents the highest positive score that a customer has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.
Lowest active agent positive score - This statistic represents the lowest positive score that an agent has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.
Lowest active customer positive score - This statistic represents the lowest positive score that a customer has accumulated in an active interaction in this workgroup. This cumulative score does not include negative scores that occurred during the interaction.

Interaction Analyzer Workgroup Details Statistics

Total agent negative score - This statistic represents the total negative cumulative score for agent interactions in this workgroup. This cumulative score does not include positive scores that occurred during the interactions.
Total agent positive score - This statistic represents the total positive cumulative score for agent interactions in this workgroup. This cumulative score does not include negative scores that occurred during the interactions.
Total customer negative score - This statistic represents the total negative cumulative score for customer interactions that this workgroup handled. This cumulative score does not include positive scores that occurred during the interactions.
Total customer positive score - This statistic represents the total positive cumulative score for customer interactions in this workgroup. This cumulative score does not include negative scores that occurred during the interactions.

Interaction Analyzer Agent Details Statistics

Total agent negative score - This statistic represents the total negative score that this agent has accumulated in all interactions. This cumulative score does not include positive scores that occurred during the interactions.
Total agent positive score - This statistic represents the total positive score that this agent has accumulated in all interactions. This cumulative score does not include negative scores that occurred during the interactions.
Total customer negative score - This statistic represents the total negative score that this customer has accumulated in all interactions. This cumulative score does not include positive scores that occurred during the interactions.
Total customer positive score - This statistic represents the total positive score that this customer has accumulated in all interactions. This cumulative score does not include negative scores that occurred during the interactions.
Customer Keyword Spotted - This statistic represents the last customer keyword spotted during the last interaction that this agent handled.
Agent Keyword Spotted - This statistic represents the last agent keyword spotted during the last interaction that this agent handled.