Drilldown: GCXI Metric
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None (8) ·
AG2_AGENT_*.CONFERENCE_ RECEIVED (2) ·
AG2_AGENT_*.FOCUS (2) ·
AG2_AGENT_*.FOCUS_TIME (2) ·
AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) ·
AG2_AGENT_QUEUE_[*].FOCUS (2) ·
AG2_AGENT_QUEUE_[*].FOCUS_TIME (2) ·
AG2_BGS_SESSION_*.CUSTOMER_TERMINATED (2) ·
AG2_BGS_SESSION_*.FAILED (2) ·
AG2_BGS_SESSION_*.INITIATED (2) ·
AG2_BGS_SESSION_*.MESSAGES_RECEIVED (2) ·
AG2_BGS_SESSION_*.MESSAGES_SENT (2) ·
AG2_BGS_SESSION_*.REJECTED (2) ·
AG2_BGS_SESSION_*.SESSION_TIME (2) ·
AG2_COBROWSE_AGENT_*.ENTERED (2) ·
AG2_COBROWSE_AGENT_*.HANDLE_TIME (2) ·
AG2_COBROWSE_AGENT_*.INTERACTIONS (2) ·
AG2_COBROWSE_AGENT_*.RW_SESSIONS (2) ·
AG2_COBROWSE_AGENT_*.SESSIONS (2) ·
AG2_ID_*. XFER_ACCEPTED (2) ·
AG2_ID_*. XFER_ACCEPTED_WARM (2) ·
AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME (2) ·
AG2_ID_*.TRANSFER_INIT_AGENT (2) ·
AG2_ID_*.WRAP (2) ·
AG2_ID_*.WRAP_TIME (2) ·
AG2_ID_*.XFER_ INIT_AGENT_WARM (2) ·
AG2_QUEUE_ABN_* (2) ·
AG2_SDR_ACTIVITY_*.DURATION (2) ·
AGT_SDR_ACTIVITY_*.ACTIVITIES (2)
calculation:
None (12) ·
AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) ·
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). (2) ·
Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) ·
Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) ·
Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) ·
Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) ·
Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). (2) ·
Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y. (2) ·
Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) ·
Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics. (2) ·
Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics. (2) ·
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. (2) ·
Calculated based on the value of the Chat Bot > Failed metric. (2) ·
Calculated based on the value of the Chat Bot > Messages Received metric. (2) ·
Calculated based on the value of the Chat Bot > Messages Sent metric. (2) ·
Calculated based on the value of the Chat Bot > Session Time metric. (2)
usedIn:
None (12) ·
Activity by Final Disposition Report (2) ·
Activity Summary Report (2) ·
Agent Transfer Summary Report (4) ·
Bot Dashboard (2) ·
Bot Sessions Overall (2) ·
Co-browse Summary Report (2) ·
Contact Center Report (2) ·
Daily Transfer Summary Report (2) ·
Interaction Volume Business Attribute Email Report (2) ·
Interaction Volume Business Attribute Report (2) ·
Predictive Routing AB Testing Report (2) ·
Predictive Routing AB Testing Report (Hour) (2) ·
Task Volume Report (2) ·
Transfer Dashboard (4)
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D
D cont.
- Draft:PEC-REP/Library/GCXIPRGLibrary/DesignerMetrics
- Draft:PEC-REP/Library/GCXIPRGLibrary/QueueMetrics