Drilldown: GCXI Metric

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GCXI Metric > mediaType : All (except Chat) or Open (sync) & cloud: yes

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type:
Disposition (6) · Interval (2)
mediaType: (Click arrow to add another value)
dataType:
Number (6)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Queue (2) · Queue > Q Consults (2) · Queue > Q Customer (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2) · Queue > Q Consults (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · T_ABANDONED_INVITE_PCT (4) · Q_ABANDONED_INVITE_PCT (4)
Other values:
dbTable:
None (6)
Other values:
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 Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Abandoned Inviting and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated as the sum of the Queue > Abandoned Waiting Time and Queue > Q Consults > Consult Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Customer and Consults > Abandoned Inviting and Queue > Customer and Queue > Q Consults > Consult Abandoned Inviting metrics. (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 (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) · Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. (2) · Calculated based on the > Q Customer & Consults > Abandoned Waiting ST > Abandoned Waiting ST metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where is a value between 1 and 20). (2) · Calculated based on the Abandoned Inviting and Offered Business Attribute metrics. (2) · Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective 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 > Standard Abandoned Waiting and Queue > Q Consults > Consult Standard Abandoned Waiting metrics. (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 > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time metric. (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Q Consults > Consult Short Abandoned Waiting metrics . (2)
usedIn:
None (6) · Abandon Delay Report (2) · 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) · Campaign Summary Report (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Interaction Volume Business Attribute Report (2) · Interaction Volume Business Result Report (2) · Pre-Agent Termination Report (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)
cloud: (Click arrow to add another value)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
Other values:

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