Drilldown: GCXI Metric

GCXI Metric > mediaType: All (except Chat)

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type:

Disposition (6) · Interval (2)

mediaType: (Click arrow to add another value)

None · All · Voice · Chat · All (Except email) · All (except Chat) · Open (sync) · Async · email · Other

dataType:

Number (6)

folder:

Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Consults (2) · Queue (2) · Queue > Q Consults (2)

displaysInFolder:

None (6) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2) · Queue > Q Consults (2)

displaysInFolder Cloud:

None (6)

displaysInFolder Premise:

None (6)

internalMetricID:

Other values: ; A_CONSULT_INITIATED A_CONSULT_INITIATED_TIME A_CONSULT_INITIATED_TIME_AVG A_CONSULT_RECEIVED_ACCEPTED A_CONSULT_RECEIVED_TIME A_CONSULT_RECEIVED_TIME_AVG A_CONSULT_RESPONSES IA_CONSULT_RECEIVED_TIME_PCT QC_ACCEPTED_OTHER QC_CLEARED_STUCK 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_WARM_INVITE_TIME QC_CONSULT_RECEIVED_ACCEPTED QC_CONSULT_RECEIVED_ENGAGE_TIME QC_CONSULT_RECEIVED_INVITE QC_CONSULT_RECEIVED_INVITE_TIME QC_CONSULT_RECEIVED_TIME QC_CONSULT_RECEIVED_TIME_AVG QC_CONSULT_REDIRECTED QC_CONSULT_ROUTED_OTHER QC_CONSULT_TRANSFER_INIT_AGENT T_CONSULT_RCV_WARM_INVITE_TIME T_CONSULT_RECEIVED_ACCEPTED T_CONSULT_RECEIVED_ENGAGE_TIME T_CONSULT_RECEIVED_INVITE T_CONSULT_RECEIVED_INVITE_TIME T_CONSULT_RECEIVED_TIME T_CONSULT_RESPONSES

dbTable:

None (6)

Other values: ; AG2_AGENT_QUEUE_[*].CONSULT_INITIATED AG2_AGENT_QUEUE_[*].CONSULT_INITIATED_TIME AG2_AGENT_QUEUE_[*].CONSULT_RESPONSES AG2_AGENT_[*].CONSULT_INITIATED or AG2_AGENT_GRP_[*].CONSULT_INITIATED AG2_AGENT_[*].CONSULT_INITIATED_TIME or AG2_AGENT_GRP_[*].CONSULT_INITIATED_TIME AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED AG2_AGENT_[*].CONSULT_RESPONSES or AG2_AGENT_GRP_[*].CONSULT_RESPONSES AG2_ID_*.CONSULT_RCV_WARM_INVITE_TIME AG2_ID_*.CONSULT_RECEIVED_ACCEPTED AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME AG2_ID_*.CONSULT_RECEIVED_INVITE AG2_ID_*.CONSULT_RECEIVED_INVITE_TIME AG2_ID_*.CONSULT_RESPONSES AG2_QUEUE_GRP_YEAR_[*].CONSULT_ENTERED AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_AGENT_THR AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_AGENT_TIME AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_THR AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_TIME AG2_QUEUE_GRP_[*].CONSULT_ACCEPTED_TIME_MAX AG2_QUEUE_GRP_[*].CONSULT_CLEARED AG2_QUEUE_GRP_[*].CONSULT_CLEARED_STUCK AG2_QUEUE_GRP_[*].CONSULT_CLEARED_TIME AG2_QUEUE_GRP_[*].CONSULT_CLEARED_TIME_MAX AG2_QUEUE_GRP_[*].CONSULT_DISTRIBUTED AG2_QUEUE_GRP_[*].CONSULT_DISTRIBUTED_TIME AG2_QUEUE_GRP_[*].CONSULT_DISTRIBUTED_TIME_MAX AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_INVITE_TIME AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ACCEPTED AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_INVITE AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_INVITE_TIME AG2_QUEUE_GRP_[*].CONSULT_REDIRECTED AG2_QUEUE_GRP_[*].CONSULT_ROUTED_OTHER AG2_QUEUE_GRP_[*].CONSULT_TRANSFER_INIT_AGENT AG2_QUEUE_[*].CONSULT_ACCEPTED AG2_QUEUE_[*].CONSULT_ACCEPTED_AGENT_THR AG2_QUEUE_[*].CONSULT_ACCEPTED_AGENT_TIME AG2_QUEUE_[*].CONSULT_ACCEPTED_THR AG2_QUEUE_[*].CONSULT_ACCEPTED_TIME AG2_QUEUE_[*].CONSULT_ACCEPTED_TIME_MAX AG2_QUEUE_[*].CONSULT_CLEARED AG2_QUEUE_[*].CONSULT_CLEARED_STUCK AG2_QUEUE_[*].CONSULT_CLEARED_TIME AG2_QUEUE_[*].CONSULT_CLEARED_TIME_MAX AG2_QUEUE_[*].CONSULT_DISTRIBUTED AG2_QUEUE_[*].CONSULT_DISTRIBUTED_TIME AG2_QUEUE_[*].CONSULT_DISTRIBUTED_TIME_MAX AG2_QUEUE_[*].CONSULT_ENTERED AG2_QUEUE_[*].CONSULT_RCV_WARM_INVITE_TIME AG2_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME AG2_QUEUE_[*].CONSULT_RECEIVED_INVITE AG2_QUEUE_[*].CONSULT_RECEIVED_INVITE_TIME AG2_QUEUE_[*].CONSULT_REDIRECTED AG2_QUEUE_[*].CONSULT_ROUTED_OTHER AG2_QUEUE_[*].CONSULT_TRANSFER_INIT_AGENT

calculation:

None (6) · Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics. (2) · Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics. (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 AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME (2) · 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 (2) · Calculated as the sum of AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME plus AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME. (2) · Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. (2) · Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. (2) · Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics. (2) · Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics. (2) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2)

usedIn:

None (6) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Interval Based Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Utilization Report (2) · Queue Outline Report (2) · Queue Summary Report (2)

cloud:

yes (6)

premise:

yes (6)

project:

None (6)

notproject:

None (6)

anchor:

Other values: ; AgentActivityAvgConsultInitiatedTime AgentActivityAvgConsultReceivedTime AgentActivityConsultInitiated AgentActivityConsultInitiatedTime AgentActivityConsultReceivedAccepted AgentActivityConsultReceivedTime AgentActivityConsultResponses AgentActivityQueueAvgConsultInitiatedTime AgentActivityQueueAvgConsultReceivedTime AgentActivityQueueConsultInitiated AgentActivityQueueConsultInitiatedTime AgentActivityQueueConsultReceivedTime AgentActivityQueueConsultResponses AgentStateandReasonInteractionStatePercentConsultReceivedTime BusinessAttributeBAConsultsConsultReceivedAccepted BusinessAttributeBAConsultsConsultReceivedEngageTime BusinessAttributeBAConsultsConsultReceivedInvite BusinessAttributeBAConsultsConsultReceivedInviteTime BusinessAttributeBAConsultsConsultReceivedInviteWarmTime BusinessAttributeBAConsultsConsultReceivedTime BusinessAttributeBAConsultsConsultResponses QueueAvgConsultReceivedTime QueueConsultAcceptedOthers QueueConsultReceivedAccepted QueueConsultReceivedEngageTime QueueConsultReceivedInvite QueueConsultReceivedInviteTime QueueConsultReceivedInviteWarmTime QueueConsultReceivedTime QueueConsultsConsultAccepted QueueConsultsConsultAcceptedAgentinThreshold QueueConsultsConsultAcceptedinThreshold QueueConsultsConsultAcceptTime QueueConsultsConsultAcceptTimeAgent QueueConsultsConsultCleared QueueConsultsConsultClearTime QueueConsultsConsultDistributed QueueConsultsConsultDistributeTime QueueConsultsConsultEntered QueueConsultsConsultNotAccepted QueueConsultsConsultOffered QueueConsultsConsultRedirected QueueConsultsConsultRoutedOther QueueConsultsConsultStuck QueueConsultsConsultTransferInitiatedAgent QueueConsultsCustomerMaxConsultClearTime QueueConsultsMaxConsultAcceptTime QueueConsultsMaxConsultAcceptTimeFmt QueueConsultsMaxConsultClearTimeFmt QueueConsultsMaxConsultDistributeTime QueueConsultsMaxConsultDistributeTimeFmt

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