Drilldown: GCXI Metric

Disposition (2)

All (2)

Number (2)

Agent > Activity (2)

None (2)

None (2)

None (2)

None · ??? · A_GROUP_COMBINATION · T_ABANDONED_INVITE_PCT · T_DATE_TIME_KEY · A_CONSULT_RCV_WARM_WRAP_TIME_AVG · T_INVITE_TIME_AVG · Q_ABANDONED_INVITE_PCT · A_TRANSFER_INIT_AGENT_PCT · Q_HANDLE_TIME_AVG · A_CONSULT_RECEIVED_WRAP_TIME_AVG · Q_INVITE_TIME_AVG · Q_TRANSFER_INIT_AGENT_PCT · Q_ACCEPTED_AGENT_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ACCEPTED_AGENT_STI_1_PCT, Q_ACCEPTED_AGENT_STI_2_PCT, and so on) · Q_CLEARED_CC · Q_CLEARED · Q_ASA · Q_ACCEPTED_TIME_MAX · Q_ABANDONED_WAIT_CC · Q_ACCEPTED_TIME_AVG

Other values: ; =??? @A_ACTIONABILITY @A_ACTIONABILITY_AVG @A_ACTIONABILITY_OFFERED @A_INFLUENCE @A_INFLUENCE_AVG @A_INFLUENCE_OFFERED @A_SENTIMENT @A_SENTIMENT_AVG @A_SENTIMENT_OFFERED @T_ACCEPTED_THR @T_ACCEPT_SERVICE_LEVEL_PCT @T_ACTIONABILITY @T_ACTIONABILITY_AVG @T_ACTIONABILITY_ENTERED @T_FINISHED_SERVICE_LEVEL_PCT @T_FINISHED_THR @T_INFLUENCE @T_INFLUENCE_AVG @T_INFLUENCE_ENTERED @T_SENTIMENT @T_SENTIMENT_AVG @T_SENTIMENT_ENTERED @T_SENTIMENT_FACTOR AQ_AGENT_GROUP_COMBINATION AQ_QUEUE_GROUP_COMBINATION A_ABANDONED_INVITING A_ACCEPTED A_ACCEPTED_OTHER A_ACCEPTED_THREAD A_ACCEPTED_UNIQUE A_AGENT_DISCONNECT_FIRST A_CA_CONSULT_RECEIVED_WRAP_TIME A_CA_DATE_TIME_KEY A_CA_HANDLE_TIME_AVG A_CA_PREVIEW_TIME_AVG A_CONFERENCE_INITIATED A_CONFERENCE_RECEIVED_ACCEPTED A_CONSULT_INITIATED A_CONSULT_INITIATED_TIME A_CONSULT_INITIATED_TIME_AVG A_CONSULT_RCV_ACC_WARM A_CONSULT_RCV_WARM_HOLD A_CONSULT_RCV_WARM_TIME A_CONSULT_RCV_WARM_TIME_AVG A_CONSULT_RCV_WARM_WRAP A_CONSULT_RCV_WARM_WRAP_TIME A_CONSULT_RECEIVED_ACCEPTED A_CONSULT_RECEIVED_HOLD A_CONSULT_RECEIVED_TIME A_CONSULT_RECEIVED_TIME_AVG A_CONSULT_RECEIVED_WRAP A_CONSULT_RECEIVED_WRAP_TIME A_CONSULT_RESPONSES A_DATE_TIME_KEY A_ENGAGE_TIME A_ENGAGE_TIME_AVG A_HANDLE_TIME A_HANDLE_TIME_AVG A_HOLD A_HOLD_TIME A_HOLD_TIME_AVG A_INVITE A_INVITE_TIME A_NOTACCEPTED A_OFFERED A_REJECTED A_RESPONDED_UNIQUE A_RESPONSES A_REVENUE A_REVENUE_AVG A_REVENUE_OFFERED A_SATISFACTION A_SATISFACTION_AVG A_SATISFACTION_OFFERED A_SHORT A_TRANSFER_INIT_AGENT A_WRAP A_WRAP_TIME A_WRAP_TIME_AVG A_XFER_RECEIVED_ACCEPTED A_XFER_RECEIVED_ACCEPTED_PCT CA_ANSWERS CA_ANSW_MACHINE CA_ATTEMPTS CA_AVG_CPD_TIME_MS CA_AVG_CPD_TRANSFER_TIME_MS CA_BUSY CA_CALLBKS_COMPL CA_CALLBKS_MISSED CA_CALLBKS_SCHEDUL CA_CANCEL CA_CPD CA_CPD_DIAL CA_CPD_DIAL_TIME_AVG_MS CA_CPD_DIAL_TIME_MS CA_CPD_TIME_MS CA_CPD_TRANSFER CA_CPD_TRANSFER_TIME_MS CA_DIAL_DROPPED CA_DIAL_MADE CA_DO_NOT_CALL CA_FAXMODEM_DETECT CA_NO_ANSWER CA_NO_RPC CA_OVERDIAL CA_PER_CALLBK_COMPL CA_PER_CALLBK_MISS CA_PER_CALLBK_SCHED CA_PORT_UNAVAILABLE CA_PREVIEW CA_PREVIEW_TIME CA_SIT_DETECTED CA_SIT_INVALID_NUM CA_SIT_NO_CIRCUIT CA_SIT_OPER_INTER CA_SIT_RATIO CA_SIT_REORDER CA_SIT_TOTAL CA_SIT_UNKNOWN CBD4_DIAL_IGNORING_AVAILABILITY CBF_ABANDONED_WAITING CBF_AGENT_ADDED_TO_IXN CBF_CALLBACK_ACCEPTED CBF_CALLBACK_ACCEPTED_TS CBF_CALLBACK_ATTEMPTS CBF_CALLBACK_OFFERED CBF_CALLBACK_OFFERED_TS CBF_CALLBACK_OFFERS_PER_SESSION CBF_CALLBACK_OFFER_TIME CBF_CONN_WAITING_AGENT_TIME CBF_CUSTOMER_CONNECTED_TS CBF_CUSTOMER_READY_TO_START_IXN_TS CBF_DESIRED_TIME_TS CBF_DESIRED_TS_TIME CBF_ESTABLISH_MEDIA_IXN_TIME CBF_EWT_READY_TO_START_IXN CBF_EWT_WHEN_OFFERED CBF_LAST_CALLBACK_OFFERED_TS CBF_LAST_CALLBACK_OFFER_TIME CBF_POS_READY_TO_START_IXN CBF_POS_WHEN_OFFERED CBF_SERVICE_START_TS CBF_START_DATE_TIME_KEY CBF_TIMEOUT_WAITING CBF_WAIT_AGENT_OFFLINE_TIME CBF_XFER_TO_AGENT_FAILED CB_.CALLBACK_CONNECTED CB_ABANDONED_WAITING CB_ABANDONED_WAITING_TIME CB_ABANDONED_WAITING_TIME_AVG CB_ABANDONED_WAITING_TIME_MAX CB_ACCEPTED_IMMEDIATE CB_ACCEPTED_SCHEDULED CB_ACCEPTED_WAIT_FOR_AGENT CB_AGENT_ADDED_TO_IXN CB_AGENT_ADDED_TO_IXN_AVG CB_CALLBACKS CB_CALLBACK_ABANDONED_PCT CB_CALLBACK_ACCEPTED CB_CALLBACK_ATTEMPTED CB_CALLBACK_ATTEMPTS CB_CALLBACK_CANCELED_PCT CB_CALLBACK_CANCELLED CB_CALLBACK_CONNECTED_PCT CB_CALLBACK_DECLINED_PCT CB_CALLBACK_OFFERED CB_CALLBACK_OFFER_TIME CB_CALLBACK_OFFER_TIME_AVG CB_CALLBACK_OFFER_TIME_MAX CB_CALLBACK_SUCCESSFUL CB_CALLBACK_SUCCESSFUL_PCT CB_CALLBACK_UNSUCCESSFUL_PCT CB_CONNECTED_ATTEMPT1 CB_CONNECTED_ATTEMPT2 CB_CONNECTED_ATTEMPT3 CB_CONNECTED_ATTEMPT4 CB_CONN_WAITING_AGENT_TIME CB_CONN_WAITING_AGENT_TIME_AVG CB_CONN_WAITING_AGENT_TIME_MAX CB_DATE_TIME_KEY CB_ESTABLISH_MEDIA_IXN_TIME_MAX CB_EWT_READY_TO_START_IXN CB_EWT_READY_TO_START_IXN_MAX CB_EWT_WHEN_OFFERED CB_EWT_WHEN_OFFERED_MAX CB_EWT_WHEN_OFFERED_MIN CB_IXN_REQ_AGENT CB_POS_READY_TO_START_IXN CB_POS_READY_TO_START_IXN_MAX CB_POS_WHEN_OFFERED CB_POS_WHEN_OFFERED_MAX CB_POS_WHEN_OFFERED_MIN CB_SAVED_TIME CB_SAVED_TIME_AVG CB_SAVED_TIME_MAX CB_SAVED_TIME_MIN CB_TIMEOUT_WAITING CB_WAIT_AGENT_OFFLINE_TIME CB_WAIT_AGENT_OFFLINE_TIME_MAX CB_XFER_TO_AGENT_FAIL_CONN CB_XFER_TO_AGENT_FAIL_NOCONN GPRActive IA_ACCEPTED_EVENTUALLY IA_ACTIVE_TIME IA_BUSY IA_BUSY_TIME IA_BUSY_TIME_IXN IA_BUSY_TIME_PCT IA_CONSULT_RECEIVED_TIME_PCT IA_ENGAGE_TIME_PCT IA_HOLD_TIME_PCT IA_INVITE_TIME_PCT IA_NOTACCEPTED IA_NOT_READY IA_NOT_READY_IN IA_NOT_READY_IN_TIME IA_NOT_READY_IN_TIME_PCT IA_NOT_READY_OUT IA_NOT_READY_OUT_TIME IA_NOT_READY_OUT_TIME_PCT IA_NOT_READY_TIME IA_NOT_READY_TIME_PCT IA_OCCUPANCY_PCT IA_READY IA_READY_TIME_PCT IA_STATE_RSN_NOT_READY IA_STATE_RSN_TIME_NOT_READY IA_STATE_RSN_TIME_NOT_READY_PCT IA_UNKNOWN_STATE_TIME IA_UNKNOWN_STATE_TIME_PCT IA_WRAP_IN IA_WRAP_IN_TIME IA_WRAP_IXN IA_WRAP_OUT IA_WRAP_OUT_TIME IA_WRAP_OUT_TIME_PCT IA_WRAP_TIME_IXN IA_WRAP_TIME_IXN_PCT IA_WRAP_TIME_PCT IRF_CONFERENCE_INITIATED_TIME IRF_CONFERENCE_RECEIVED_TIME IRF_CUSTOMER_ACW_DURATION IRF_CUSTOMER_DIAL_DURATION IRF_CUSTOMER_HANDLE_TIME IRF_CUSTOMER_HOLD_DURATION IRF_CUSTOMER_RING_DURATION IRF_CUSTOMER_TALK_DURATION IRF_INTERACTION_ID??? IRF_QUEUE_TIME IRF_RESPONSE_TIME IRF_REVENUE IRF_ROUTING_POINT_TIME IRF_SATISFACTION IRF_TIME IRSF_DURATION IRSF_START_DATE_TIME_KEY QC_ACCEPTED_OTHER QC_CLEARED_STUCK QC_CONSULT_ABANDONED QC_CONSULT_ABANDONED_INVITE QC_CONSULT_ABANDONED_SHORT QC_CONSULT_ABANDONED_STANDARD QC_CONSULT_ABANDONED_STANDARD_TIME QC_CONSULT_ABANDONED_TIME QC_CONSULT_ABANDONED_TIME_MAX QC_CONSULT_ACCEPTED QC_CONSULT_ACCEPTED_AGENT_THR QC_CONSULT_ACCEPTED_AGENT_TIME QC_CONSULT_ACCEPTED_THR QC_CONSULT_ACCEPTED_TIME QC_CONSULT_ACCEPTED_TIME_MAX QC_CONSULT_CLEARED QC_CONSULT_CLEARED_TIME QC_CONSULT_CLEARED_TIME_MAX QC_CONSULT_DISTRIBUTED QC_CONSULT_DISTRIBUTED_TIME QC_CONSULT_DISTRIBUTED_TIME_MAX QC_CONSULT_ENTERED QC_CONSULT_NOTACCEPTED QC_CONSULT_OFFERED QC_CONSULT_RCV_ACC_WARM QC_CONSULT_RCV_ACC_WARM_TIME QC_CONSULT_RCV_WARM_HOLD QC_CONSULT_RCV_WARM_HOLD_TIME QC_CONSULT_RCV_WARM_INVITE QC_CONSULT_RCV_WARM_INVITE_TIME QC_CONSULT_RCV_WARM_TIME QC_CONSULT_RCV_WARM_WRAP QC_CONSULT_RECEIVED_ACCEPTED QC_CONSULT_RECEIVED_ENGAGE_TIME QC_CONSULT_RECEIVED_HOLD QC_CONSULT_RECEIVED_HOLD_TIME QC_CONSULT_RECEIVED_INVITE QC_CONSULT_RECEIVED_INVITE_TIME QC_CONSULT_RECEIVED_TIME QC_CONSULT_RECEIVED_TIME_AVG QC_CONSULT_RECEIVED_WARM_ ENGAGE_TIME QC_CONSULT_RECEIVED_WARM_WRAP_TIME QC_CONSULT_RECEIVED_WRAP QC_CONSULT_RECEIVED_WRAP_TIME QC_CONSULT_REDIRECTED QC_CONSULT_ROUTED_OTHER QC_CONSULT_TRANSFER_INIT_AGENT Q_ABANDONED Q_ABANDONED_INVITE Q_ABANDONED_INVITE_CC Q_ABANDONED_PCT Q_ABANDONED_SHORT Q_ABANDONED_SHORT_CC Q_ABANDONED_SHORT_PCT Q_ABANDONED_STANDARD Q_ABANDONED_STANDARD_CC Q_ABANDONED_STANDARD_TIME Q_ABANDONED_STANDARD_TIME_MAX Q_ABANDONED_STANDARD_TIME_MAX_CC Q_ABANDONED_STI_<X>_PCT (where <X> is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1, Q_ABANDONED_STI_2, and so on) Q_ABANDONED_STI_<X>_PCT (where <X> is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1_PCT, Q_ABANDONED_STI_2_PCT, and so on) Q_ABANDONED_TIME Q_ABANDONED_TIME_AVG Q_ABANDONED_TIME_CC Q_ABANDONED_TIME_MAX Q_ACCEPTED Q_ACCEPTED_AGENT Q_ACCEPTED_AGENT_CC Q_ACCEPTED_AGENT_PCT Q_ACCEPTED_AGENT_STI_<X> (where <X> is a value between 1 and 20, corresponding to the number of this threshold, such as AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_1, AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_1, and so on) Q_ACCEPTED_AGENT_THR Q_ACCEPTED_AGENT_TIME Q_ACCEPTED_AGENT_TIME_AVG Q_ACCEPTED_CC Q_ACCEPTED_OTHER Q_ACCEPTED_OTHER_CC Q_ACCEPTED_PCT Q_ACCEPTED_THR Q_ACCEPTED_THREAD Q_ACCEPTED_TIME Q_CLEARED_STUCK Q_CLEARED_TIME Q_CLEARED_TIME_AVG Q_CLEARED_TIME_CC Q_CLEARED_TIME_MAX Q_CONFERENCE_INIT_AGENT Q_CONSULT_RCV_WARM_TIME_AVG Q_DATE_TIME_KEY Q_DATE_TIME_KEY_ABN Q_DATE_TIME_KEY_ANS Q_DISTRIBUTED_ Q_DISTRIBUTED_PCT Q_DISTRIBUTED_TIME Q_DISTRIBUTED_TIME_AVG Q_DISTRIBUTED_TIME_CC Q_DISTRIBUTED_TIME_MAX Q_ENGAGE_TIME Q_ENGAGE_TIME_AVG Q_ENGAGE_TIME_CC Q_ENTERED Q_ENTERED_CC Q_GROUP_COMBINATION Q_GROUP_COMBINATION_ABN Q_GROUP_COMBINATION_ACC Q_HANDLE_TIME Q_HOLD Q_HOLD_CC Q_HOLD_TIME Q_HOLD_TIME_AVG Q_INVITE Q_INVITE_CC Q_INVITE_TIME Q_INVITE_TIME_CC Q_NOTACCEPTED Q_NOTACCEPTED_CC Q_OFFERED Q_OFFERED_CC Q_REDIRECTED Q_REDIRECTED_CC Q_ROUTED_OTHER Q_ROUTED_OTHER_CC Q_SERVICE_LEVEL_ACC_PCT Q_STUCK_CC Q_TRANSFER_INIT_AGENT Q_TRANSFER_INIT_AGENT_CC Q_WRAP Q_WRAP_CC Q_WRAP_TIME Q_WRAP_TIME_AVG Q_WRAP_TIME_CC SESS_ACTIVE_TIME SESS_GROUP_COMBINATION STATE_DURATION STATE_GROUP_COMBINATION STATE_REASON STATE_REASON_START_DATE_TIME_KEY STATE_REASON_TIME TIME_INT_VAL_01 TIME_INT_VAL_02 TIME_INT_VAL_03 TIME_INT_VAL_04 TIME_INT_VAL_05 TIME_INT_VAL_06 TIME_INT_VAL_07 TIME_INT_VAL_08 TIME_INT_VAL_09 TIME_INT_VAL_10 TIME_INT_VAL_11 TIME_INT_VAL_12 TIME_INT_VAL_13 TIME_INT_VAL_14 TIME_INT_VAL_15 TIME_INT_VAL_16 TIME_INT_VAL_17 TIME_INT_VAL_18 TIME_INT_VAL_19 T_ABANDONED T_ABANDONED_INVITING T_ABANDONED_PCT T_ABANDONED_SHORT_PCT T_ABANDONED_STANDARD_TIME T_ABANDONED_STANDARD_TIME_MAX T_ABANDONED_TIME T_ABANDONED_TIME_AVG T_ABANDONED_TIME_MAX T_ACCEPTED T_ACCEPTED_AGENT T_ACCEPTED_AGENT_PCT T_ACCEPTED_AGENT_TIME T_ACCEPTED_OTHER T_ACCEPTED_PCT T_ACCEPTED_THREAD T_ACCEPTED_TIME_AVG T_ACCEPT_TIME T_ACCEPT_TIME_AGENT_AVG T_ACCEPT_TIME_AGENT_MAX T_ASA T_CONFERENCE_INIT_AGENT T_CONSULT_RCV_WARM_HOLD T_CONSULT_RCV_WARM_HOLD_TIME T_CONSULT_RCV_WARM_INVITE T_CONSULT_RCV_WARM_INVITE_TIME T_CONSULT_RCV_WARM_TIME T_CONSULT_RCV_WARM_WRAP T_CONSULT_RCV_WARM_WRAP_TIME T_CONSULT_RECEIVED_ACCEPTED T_CONSULT_RECEIVED_ACCEPTED_WARM T_CONSULT_RECEIVED_ENGAGE_TIME T_CONSULT_RECEIVED_HOLD T_CONSULT_RECEIVED_HOLD_TIME T_CONSULT_RECEIVED_INVITE T_CONSULT_RECEIVED_INVITE_TIME T_CONSULT_RECEIVED_TIME T_CONSULT_RECEIVED_TIME_AVG T_CONSULT_RECEIVED_WRAP T_CONSULT_RESPONSES T_DEFERRED T_ENGAGE_TIME T_ENGAGE_TIME_AVG T_ENTERED T_ENTERED_OBJ_RES T_ENTERED_THREAD T_FINISHED T_FINISHED_NO_RESPONSE T_FINISHED_RESPONSE T_FINISH_NO_RESPONSE_TIME T_FINISH_NO_RESPONSE_TIME_AVG T_FINISH_RESPONSE_TIME T_FINISH_RESPONSE_TIME_AVG T_FINISH_TIME T_FINISH_TIME_AVG T_FIRST_RESPONSE_TIME T_HANDLE_TIME T_HANDLE_TIME_AVG T_HOLD T_HOLD_TIME T_HOLD_TIME_AVG T_INVITE T_INVITE_TIME T_IRF_CUSTOMER_ENGAGE_TIME T_IRF_CUSTOMER_HOLD_TIME T_IRF_CUSTOMER_WRAP_TIME T_IRF_QUEUE_DURATION T_IRF_RCV_CUSTOMER_ACW_DURATION T_IRF_RCV_CUSTOMER_HOLD_DURATION T_IRF_RCV_CUSTOMER_TALK_DURATION T_IRF_RCV_QUEUE_DURATION T_OFFERED T_RESPONDED T_RESPONDED_THR T_RESPONSES T_RESPONSE_RATIO T_REVENUE T_REVENUE_AVG T_SATISFACTION T_SATISFACTION_AVG T_SATISFACTION_ENTERED T_SHORT_ABANDONED T_STANDARD_ABANDONED T_TRANSFER_INIT_AGENT_PCT T_WRAP_TIME_AVG gpmAgentScore

None (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)

yes (2)

yes (2)

None (2)

None (2)

AgentActivityAvgInviteTime (2)