Drilldown: GCXI Metric

None · Disposition · Detail · Date · Dispostion · Dispotion · Interval · Other

None (2) · All (2) · Voice (2)

None (2) · Number (2)

Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Agent > State and Reason > Summarized State (2)

None (2)

None (2)

None (2)

None (2) · gpmAgentScore (2) · GPRActive (2) · IA_ACCEPTED_EVENTUALLY (2) · IA_ACTIVE_TIME (2) · IA_BUSY (2) · IA_BUSY_TIME (2) · IA_NOT_READY (2) · IA_NOT_READY_IN (2) · IA_NOT_READY_IN_TIME (2) · IA_NOT_READY_IN_TIME_PCT (2) · IA_NOT_READY_OUT (2) · IA_NOT_READY_OUT_TIME (2) · IA_NOT_READY_TIME (2) · IA_READY (2) · IA_STATE_RSN_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY (2) · IA_WRAP_IN (2) · IA_WRAP_IN_TIME (2) · IA_WRAP_IXN (2) · IA_WRAP_OUT (2) · IA_WRAP_OUT_TIME (2) · IA_WRAP_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2) · STATE_REASON (2) · STATE_REASON_TIME (2)

None (2) · AG2_I_AGENT_*.AGENT_SCORE (2) · AG2_I_AGENT_*.GPM_ACTIVE (2) · AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY (2) · AG2_I_AGENT_[*].NOT_READY_IN (2) · AG2_I_AGENT_[*].NOT_READY_IN_TIME (2) · AG2_I_AGENT_[*].NOT_READY_OUT (2) · AG2_I_AGENT_[*].NOT_READY_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_IN (2) · AG2_I_AGENT_[*].WRAP_IN_TIME (2) · AG2_I_AGENT_[*].WRAP_OUT (2) · AG2_I_AGENT_[*].WRAP_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · AG2_I_SESS_STATE_[*].READY (2) · AG2_I_STATE_RSN_*.STATE_RSN (2) · AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) (2) · AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) (2) · Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. (2) · SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION (2)

None · Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. · Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics. · Calculated based on the Queue > Standard Abandoned Waiting and Queue > Q Consults > Consult Standard Abandoned Waiting metrics. · Calculated based on the Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time metrics. · Calculated based on the Other State Time and Active Time Summarized State metrics. · Calculated based on the Not Ready Time and Active Time Summarized State metrics. · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. · Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. · Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. · Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. · Calculated based on the Invite Time and Invite Business Attribute metrics. · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. · Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics. · Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics. · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics.

Other values: ; "iWD\Email\Sent" - "iWD\Email\Sent ACK" "iWD\Email\Sent" - "iWD\Email\Sent QA Review" "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME CA_SIT_VACANT Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics. Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics. Calculated as iWD > Canceled Autocompleted / iWD > Finished Calculated as iWD > Completed Overdue / iWD > Completed Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. Calculated as AG2_AGENT_[*].ACTIONABILITY divided by AG2_AGENT_[*].ACTIONABILITY_OFFERED, or AG2_AGENT_GRP_[*].ACTIONABILITY divided by AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED Calculated as AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS Calculated as AG2_CHAT_THREAD_STATS.HANDLE_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED. Calculated as AG2_ID_*.CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_ID_*.CONSULT_RCV_WARM_HOLD_TIME. Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED. Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED. Calculated as AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, or as AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME + AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. Calculated as Canceled - Canceled Autocompleted Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. Calculated as Completed + Canceled Calculated as Completed - Completed Agent Calculated as Completed Agent + Canceled Agent Calculated as Completed Overdue + Canceled Overdue Calculated as Engage Time divided by Accepted Agent metrics. Calculated as Finished - Finished Agent Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. Calculated as IXN_RESOURCE_STATE_FACT_GI2.END_TS minus IXN_RESOURCE_STATE_FACT_GI2.START_TS. Calculated as Pre Source System Time / Finished. Calculated as Source System Time / Finished Calculated as iWD > Agent >Handle Time / iWD > Agent >Accepted Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK Calculated as iWD > Finished / iWD > New Calculated as iWD > Finished Overdue / iWD > Finished Calculated as iWD > Finished Time / iWD > Finished. Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS). Calculated as the difference between Business Attribute > Finished and Finished Response metrics. Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. Calculated as the difference between SDR_SESSION_FACT.END_TS_MS and SDR_SESSION_FACT.START_TS_MS. Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends). Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME Calculated as the sum of AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME plus AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME. Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time. Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time. Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y. Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. Calculated as the sum of the Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. Calculated as the sum of the Queue > Abandoned Inviting and Queue > Q Consults > Consult Abandoned Inviting metrics. Calculated as the sum of the Queue > Abandoned Waiting Time and Queue > Q Consults > Consult Abandoned Waiting Time metrics. Calculated as the sum of the Queue > Customer and Consults > Abandoned Inviting and Queue > Customer and Queue > Q Consults > Consult Abandoned Inviting metrics. Calculated as the sum of the Queue > Entered and Queue > Q Consult > Entered metrics. Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. Calculated as the sum of the Queue > Q Customer > Accepted Agent and Queue > Q Consults > Consult Received Accepted metrics. Calculated as the sum of the Queue > Q Customer > Accepted Other and Queue > Q Consults > Accepted Other metrics. Calculated as the sum of the Queue > Q Customer > Accepted and Queue > Q Consults > Consult Accepted metrics. Calculated as the sum of the Queue > Q Customer > Accepted in Threshold and Queue > Q Consults > Accepted in Threshold metrics. Calculated as the sum of the Queue > Q Customer > Clear Time and Queue > Q Consults > Consult Clear Time metrics. Calculated as the sum of the Queue > Q Customer > Cleared and Queue > Q Consults > Cleared metrics. Calculated as the sum of the Queue > Q Customer > Distribute Time and Queue > Q Consults > Distribute Time metrics. Calculated as the sum of the Queue > Q Customer > Distributed and Queue > Q Consults > Distributed metrics. Calculated as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting. Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time. Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric. Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric. Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric. Calculated as the value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric. Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Media Sessions metric. Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric. Calculated as the value of the Chat > Messages From Agent Size metric divided by the value of the Chat > Media Sessions metric. Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric. Calculated as the value of the Chat > Messages From Customer metric divided by the value of the Chat > Media Sessions metric. Calculated as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. Calculated as: AG2_AGENT_QUEUE_[*].SENTIMENT divided by AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. Calculated based on the (Activity > Queue) Consult Received Warm Time and Consult Received Accepted Warm metrics. Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap metrics. Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. Calculated based on the (Activity > Queue) Hold and Hold Time metrics. Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. Calculated based on the (BA Customer >) Classify Sentiment Category metric. Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. Calculated based on the (BA Customer >) Responses and Responded metrics. Calculated based on the > Q Customer & Consults > Abandoned Waiting ST<X> > Abandoned Waiting ST<X> metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where <X> is a value between 1 and 20). Calculated based on the > Q Customer & Consults > Abandoned Waiting ST<X> > Accepted Agent ST<X> metric and the value of AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT (where <X> is a value between 1 and 20). Calculated based on the Abandoned Inviting and Offered Business Attribute metrics. Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview metrics. Calculated based on the Agent Score (gpmAgentScore), divided by the total number of interactions where Predictive Routing was active. Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics. Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. Calculated based on the Business Attribute > Accept Time and Accepted metrics. Calculated based on the Business Attribute > Accepted Agent and Offered metrics. Calculated based on the Business Attribute > Accepted and Accepted Agent metrics. Calculated based on the Business Attribute > Accepted and Offered metrics. Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics. Calculated based on the Business Attribute > Avg Accept Time Agent metric. Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. Calculated based on the Business Attribute > Consult Received Time and Consult Received Accepted metrics. Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics. Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics. Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap metrics. Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics. Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics. Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics. Calculated based on the Business Attribute > Finish Time and Finished metrics. Calculated based on the Business Attribute > Finished in Threshold and Finished metrics. Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. Calculated based on the Business Attribute > Hold Time and Hold metrics. Calculated based on the Business Attribute > Invite Time and Invite metrics. Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics. Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction metrics. Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics. Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics. Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics. Calculated based on the Business Attribute > Wrap Time and Wrap metrics. Calculated based on the Busy Time and Active Time Summarized State metrics. Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics. Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics. Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics. Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics. Calculated based on the Chat > Session Inactive and Chat > Media Session metrics. Calculated based on the Chat > Session Missed and Chat > Media Session metrics. Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. Calculated based on the Chat > Session Transferred and Chat > Media Session metrics. Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. Calculated based on the Chat > Terminated and Chat > Media Session metrics. Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics. Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics. Calculated based on the Consult Received Warm Time and Consult Received Accepted Warm Activity metrics. Calculated based on the Consult Received Warm Wrap Time and Consult Received Warm Wrap Activity metrics. Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity metrics. Calculated based on the Contact Attempt > All SIT and Contact Attempt > Attempts metrics. Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics. Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics. Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. Calculated based on the Hold and Hold Time Activity metrics. Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics. Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. Calculated based on the Queue > Consult Received Warm Time and Queue > Consult Received Accepted Warm metrics. Calculated based on the Queue > Consult Received Warm Wrap Time and Queue > Consult Received Accepted Warm Wrap metrics. Calculated based on the Queue > Consult Received Wrap Time and Queue > Consult Received Wrap metrics. Calculated based on the Queue > Engage Time and Queue > Accepted Agent metrics. Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. Calculated based on the Queue > Hold Time and Queue > Hold metrics. Calculated based on the Queue > Hold, Queue > Q Consults > Consult Received Hold, and Queue > Q Consults > Consult Received Warm Hold metrics. Calculated based on the Queue > Invite Time and Queue > Invite metrics. Calculated based on the Queue > Invite Time, Queue > Q Consults > Consult Received Invite Time, and Queue > Q Consults > Consult Received Invite Warm Time metrics. Calculated based on the Queue > Invite, Queue > Q Consults > Consult Received Invite, and Queue > Q Consults > Consult Received Invite Warm metrics. Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. Calculated based on the Queue > Max Abandoned Waiting Time metric. Calculated based on the Queue > Not Accepted and Queue > Q Consults > Consults Redirected metrics. Calculated based on the Queue > Offered and Queue > Q Consult > Consult Offered. Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. Calculated based on the Queue > Q Customer > Redirected and Queue > Q Consults > Consult Redirected metrics. Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. Calculated based on the Queue > Queue Predictive Routing > Agent Score and Queue > Queue Predictive Routing > Active metrics. Calculated based on the Queue > Routed Other and Queue > Q Consults > Consult Routed Other metrics . Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. Calculated based on the Queue > Short Abandoned Waiting and Queue > Q Consults > Consult Short Abandoned Waiting metrics . Calculated based on the Queue > Stuck and Queue > Q Consults > Consult Stuck metrics. Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics Calculated based on the Queue > Transfer Initiated Agent and Queue > Q Consults > Consult Transfer Initiated Agent metrics. Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. Calculated based on the Queue > Wrap Time, Queue > Q Consults > Consult Received Wrap Time, and Queue > Q Consults > Consult Received Warm Wrap Time metrics. Calculated based on the Queue > Wrap, Queue > Q Consults > Consult Received Wrap, and Queue > Q Consults > Consult Received Warm Wrap metrics. Calculated based on the Ready Time and Active Time Summarized State metrics. Calculated based on the Revenue and Offered with Revenue Activity metrics. Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics. Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. Calculated based on the Transfer Initiated and Accepted Activity metrics. Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. Calculated based on the Wrap Time and Active Time Summarized State metrics. Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME). Calculated based on the following Business Attribute > BA Customer metrics: Influence Score, Sentiment Influence Entered Diff, Sentiment Score, Sentiment Factor, Entered with Sentiment. Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence. Calculated based on the following metrics from the Contact Attempt folder: SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT Vacant, SIT Detected, and SIT Unknown. Calculated based on the following metrics from the Outbound Contact > Agent Contact folder: Handle Time, Accepted, and Consult Received Accepted. Calculated based on the following metrics from the Queue > Engage Time, Queue > Q Consult > Consult Received Engage Time, and Queue > Q Consult > Consult Received Engage Warm Time. Calculated based on the following metrics from the Queue folder: Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap metrics. Time Queue Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. Calculated based on the value of the Chat Bot > Failed metric. Calculated based on the value of the Chat Bot > Messages Received metric. Calculated based on the value of the Chat Bot > Messages Sent metric. Calculated based on the value of the Chat Bot > Session Time metric. Calculated based on the value of the Designer > Self-Service Duration metric. Calculated based on the value of the Designer > Session Duration metric. Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. Calculated based on the value of the Designer > Assisted Service Duration metric. Calculated based on the value of the Designer > Block Duration metric. Calculated based on the value of the Designer > No Input Error metric. Calculated based on the value of the Designer > No Match Error metric. Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. Count([Resource Key BDS]) If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished Intent Duration / Intent Hits Max([Max Date]) Max([Start Date Time Key]) Refer to the Abandon Waiting For Agent and Accepted Callback metrics. Refer to the Accepted and Canceled callback metrics. Refer to the Callback > Callbacks and Callback > Added Agents metrics. Refer to the Callback > Callbacks and Callback > Offer Time metrics. Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics. Refer to the Callback > Saved Time and Callback > Successful metrics. Refer to the Callback > Successful and Callback > Accepted callback metrics. Refer to the Callback > Successful and Callback > Accepted metrics. Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics. Refer to the Callback > Customer Connected and Accepted metrics. Refer to the Callback > Offered and Accepted metrics. SS_DURATION - SS_BOTS_DURATION SS_ENTERED - SS_BOTS_ENTERED Self Service Bot Duration / Entered Bot in Self Service Self Service No Bot Duration / Entered No Bot in Self Service Sum("CMPL_QA_REVIEW_COUNT") Sum("CMPL_TASK_COUNT Standard Response") Sum("CMPL_TASK_COUNT") Sum("NEW_TASK_COUNT") Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) Sum([GVP Minutes]) Sum([GVP Ports]) Sum([Seats Voice Concurrent]) Sum([Seats Voice]) SumPendings("TOTAL_PENDING_TASK_COUNT") The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period.

None (2) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Agent Utilization Report (2) · Agent Wrap Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)

yes (2)

yes (2)

None (2)

None (2)

AgentStateandReasonInteractionPredictiveRoutingActive (2) · AgentStateandReasonInteractionPredictiveRoutingAgentScore (2) · AgentStateandReasonInteractionStateAcceptedEventually (2) · AgentStateandReasonInteractionStateIxnWrap (2) · AgentStateandReasonInteractionStateIxnWrapTime (2) · AgentStateandReasonInteractionStateNotReadyIn (2) · AgentStateandReasonInteractionStateNotReadyInTime (2) · AgentStateandReasonInteractionStateNotReadyOut (2) · AgentStateandReasonInteractionStateNotReadyOutTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentNotReadyInTime (2) · AgentStateandReasonInteractionStateWrapIn (2) · AgentStateandReasonInteractionStateWrapInTime (2) · AgentStateandReasonInteractionStateWrapOut (2) · AgentStateandReasonInteractionStateWrapOutTIme (2) · AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateBusy (2) · AgentStateandReasonSummarizedStateBusyTime (2) · AgentStateandReasonSummarizedStateNotReady (2) · AgentStateandReasonSummarizedStateNotReadyReasonCount (2) · AgentStateandReasonSummarizedStateNotReadyReasonTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStateOmniWrapTime (2) · AgentStateandReasonSummarizedStatePercentOmniBusyTime (2) · AgentStateandReasonSummarizedStatePercentOmniNotReadyTime (2) · AgentStateandReasonSummarizedStatePercentOmniReadyTime (2) · AgentStateandReasonSummarizedStateReady (2) · AgentStateandReasonSummarizedStateReadyTime (2) · AgentStateandReasonSummarizedStateStateReason (2) · AgentStateandReasonSummarizedStateStateReasonTime (2) · AgentStateandReasonSummarizedStateWrapTime (2)