Drilldown: GCXI Metric
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None (4) ·
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 (2) ·
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 (2) ·
Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. (2) ·
Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric. (2) ·
Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) ·
Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) ·
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 (2) ·
Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics. (2) ·
Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) ·
Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) ·
Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) ·
Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics. (2) ·
Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) ·
Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) ·
Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2) ·
Calculated based on the Queue > Consult Received Warm Time and Queue > Consult Received Accepted Warm metrics. (2) ·
Calculated based on the Queue > Consult Received Warm Wrap Time and Queue > Consult Received Accepted Warm Wrap metrics. (2) ·
Calculated based on the Queue > Consult Received Wrap Time and Queue > Consult Received Wrap metrics. (2) ·
Calculated based on the Queue > Engage Time and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) ·
Calculated based on the Queue > Invite Time and Queue > Invite metrics. (2) ·
Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. (2) ·
Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) ·
Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2)
usedIn:
None (4) ·
Interaction Traffic Group Report (2) ·
Interaction Traffic Report (2) ·
Interactions Acceptance Report (2) ·
Predictive Routing - AHT & QUEUE (2) ·
Predictive Routing Queue Statistics Report (2) ·
Queue Dashboard (2) ·
Queue Outline Report (2) ·
Queue Report (2) ·
Queue Summary Report (2)
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