Genesys Cloud - Main

I'm using the TTEC (Aria) WFM Adapter for Genesys Cloud > NICE WFM. Based on the "NICE WFM RTA & Historical Reports Guide for Genesys Cloud" document, I can understand most of the metrics described (nOffered, nAnswered, etc) - but for the "BacklogExpired" and "BacklogNotExpired" values, it says the calculation uses "nBacklogUnder" and "nBacklogOver"

Are these metrics available in Genesys or are these calculated by the adapter? I tried looking through the Analytics API metrics and couldn't find anything like this. How can I replicate these same values?

#API/Integrations

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Steve White
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Hey Steve,

I wasn't able to find those metrics when searching internally. I did fine this info from our developer site:
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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Jason Kleitz
Online Community Manager/Moderator
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You can always contact Ttec support for the answers for connector issues.  Those are internal fields for reconciliation of the data over time.  

Here is a good list of metric definitions as well:  Metric definitions - Genesys Cloud Resource Center

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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