Drilldown: GCXI Metric

None (2) · Disposition (2)

None (2) · Chat (2)

None · Number · AG2_SDR_SESSION_*.DURATION · AG2_SDR_SURVEY_*.NO_MATCH_ERROR · Character · Date · Disposition · Other

Agent · iWD > Service Objects · Designer > Session Block · Designer > Survey · Detail > Handling Attempt · Detail > Handling Attempt > Handling Predictive Routing · Detail > Transfer · iWD · iWD > Agent · iWD > Email · iWD > Queue · Outbound Contact · Designer > Session · Outbound Contact > Agent Contact · Outbound Contact > Contact Attempt · Queue · Queue > Q Consults · Queue > Q Customer · Queue > Q Customer & Consults · Queue > Q Customer & Consults > Abandoned Waiting ST1

Other values: ; Agent > Activity Agent > Activity > Queue Agent > Detail > Ixn State Agent > Detail > Session Agent > Detail > State Agent > Group Membership Agent > State and Reason > Interaction State Agent > State and Reason > Interaction State > Interaction Predictive Routing Agent > State and Reason > Summarized State Billing Data Business Attribute > BA Consults Business Attribute > BA Customer Business Attribute > BA Predictive Routing Callback Callback > Detail Chat Chat > Agent Chat > Async Chat > Thread Chat Bot Co-browse Designer Designer > Activity Designer > Bot Designer > Session > Detail Queue > Q Customer & Consults > Accepted Agent ST1 Queue > Queue Predictive Routing Service Objects

None (2)

None (2)

None (2)

None (2) · =??? (2)

Other values: ; ? AG2_CHAT_SESSION_*.SESSION_TIME AG2_CHAT_STATS.SESSIONS_MISSED AG2_CHAT_STATS_*.ACTIVE_IDLE AG2_CHAT_STATS_*.ACTIVE_IDLE_TIME AG2_CHAT_STATS_*.AGENTS AG2_CHAT_STATS_*.AGENT_REPLY_TIME AG2_CHAT_STATS_*.AGENT_RESPONSES AG2_CHAT_STATS_*.AGENT_RESPONSE_TIME_MAX AG2_CHAT_STATS_*.AGENT_WAIT AG2_CHAT_STATS_*.AGENT_WAIT_TIME AG2_CHAT_STATS_*.AGENT_WAIT_TIME_MAX AG2_CHAT_STATS_*.BOTS AG2_CHAT_STATS_*.CUSTOMER_RESPONSES AG2_CHAT_STATS_*.CUSTOMER_RESPONSE_TIME AG2_CHAT_STATS_*.CUSTOMER_RESPONSE_TIME_MAX AG2_CHAT_STATS_*.CUSTOMER_TERMINATED AG2_CHAT_STATS_*.CUSTOMER_WAIT AG2_CHAT_STATS_*.CUSTOMER_WAIT_TIME AG2_CHAT_STATS_*.CUSTOMER_WAIT_TIME_MAX AG2_CHAT_STATS_*.FIRST_AGENT_WAIT_TIME AG2_CHAT_STATS_*.FIRST_BOT_WAIT_TIME AG2_CHAT_STATS_*.FIRST_RESPONSE_WAIT_TIME AG2_CHAT_STATS_*.FIRST_TOUCH_RESOLUTION AG2_CHAT_STATS_*.HANDLE_INTERVAL AG2_CHAT_STATS_*.HANDLE_TIME AG2_CHAT_STATS_*.MSG_FROM_AGENTS AG2_CHAT_STATS_*.MSG_FROM_AGENTS_SIZE AG2_CHAT_STATS_*.MSG_FROM_BOT AG2_CHAT_STATS_*.MSG_FROM_BOT_SIZE AG2_CHAT_STATS_*.MSG_FROM_CUSTOMERS AG2_CHAT_STATS_*.MSG_FROM_CUSTOMERS_SIZE AG2_CHAT_STATS_*.PARKING_DURATION AG2_CHAT_STATS_*.PARKING_DURATION_MAX AG2_CHAT_STATS_*.SESSIONS AG2_CHAT_STATS_*.SESSIONS_AGENT_TERMINATED AG2_CHAT_STATS_*.SESSIONS_DISCONNECTED AG2_CHAT_STATS_*.SESSIONS_INACTIVE AG2_CHAT_STATS_*.SESSIONS_PARKED AG2_CHAT_STATS_*.SESSIONS_PARKED_LONG AG2_CHAT_STATS_*.SESSIONS_PARKED_SHORT AG2_CHAT_STATS_*.SESSIONS_TRANSFERRED (SESSIONS_TRANSFERRED = sum(case when sf.AGENTS_COUNT> 1 then 1 else 0 end)) AG2_CHAT_STATS_*.SESSIONS_WITH_BOT AG2_CHAT_STATS_*.SESSION_ENDED_NORMALLY AG2_CHAT_STATS_*.SESSION_ONLY_WITH_BOT

None (2) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (2) · Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Agent Size metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Customer metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics. (2) · Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Session Inactive and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Missed and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Transferred and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. (2) · Calculated based on the Chat > Terminated and Chat > Media Session metrics. (2) · The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period. (2)

None (2) · Async Chat Dashboard (2) · Bot Dashboard (2) · Chat Interaction Stats (2) · Chat Message Statistics Report (2) · Chat Session Report (2) · Chat Termination Report (2) · Sessions Handled by Bots (2)

yes (2)

yes (2)

None (2)

None (2)

Other values: ; ChatAgent ChatAgentResponses ChatAgentResponseTime ChatAgentTerminated ChatAgentWait ChatAgentWaitTime ChatAvgBotsperMediaSession ChatAvgBotsperSessionwithBot ChatAvgCharactersperSessiontypedbyAgent ChatAvgFirstResponseAgentTime ChatAvgMessagesSentByAgent ChatAvgMessagesSentByCustomer ChatAvgSessionTime ChatBotSession ChatCustomerResponses ChatCustomerResponseTime ChatCustomerTerminated ChatCustomerWait ChatCustomerWaitTime ChatDisconnected ChatFirstAgentWaitTime ChatFirstBotWaitTime ChatFirstResponseAgentTime ChatFirstResponseWaitTime ChatFirstTouchResolution ChatHandleInterval ChatHandleTime ChatIdleAgentPresent ChatIdleTimeAgentPresent ChatInteractionsParked ChatInteractionswithLessQueueTime ChatInteractionswithLongQueueTime ChatMaxAgentFirstResponseAgent_Time ChatMaxAgentResponseTime ChatMaxAgentWaitTime ChatMaxCustomerResponseTime ChatMaxCustomerWaitTime ChatMaxWaittimeinQueue ChatMediaSession ChatMessagesFromAgent ChatMessagesFromAgentSize ChatMessagesFromBot ChatMessagesFromBotSize ChatMessagesFromCustomer ChatMessagesFromCustomerSize ChatParkingQueueDuration ChatPercentAgentTerminated ChatPercentCustomerTerminated ChatPercentInteractionsParked ChatPercentInteractionswithLessQueueTime ChatPercentInteractionswithLongsQueueTime ChatPercentSessionInactive ChatPercentSessionMissed ChatPercentSessionOnlywithBot ChatPercentSessionTransferred ChatPercentSessionwithBot ChatSessionEndedNormally ChatSessionInactive ChatSessionMissed ChatSessionOnlywithBot ChatSessionTime ChatSessionTransferred ChatSessionwithBot ChatTerminatedDuetoOtherReasons