Drilldown: GCXI Metric

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GCXI Metric > dataType: Number & folder : Agent > State and Reason > Summarized State or Detail > Handling Attempt

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type:
None (2) · Date (2) · Detail (2) · Interval (2)
mediaType:
All (4) · All (except Email) (2) · Voice (4)
dataType: (Click arrow to add another value)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · ??? (2) · IA_ACTIVE_TIME (2) · IA_BUSY (2) · IA_BUSY_TIME (2) · IA_BUSY_TIME_PCT (2) · IA_NOT_READY (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_READY (2) · IA_READY_TIME_PCT (2) · IA_STATE_RSN_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_TIME_PCT (2) · IRF_CONFERENCE_INITIATED_TIME (2) · IRF_CONFERENCE_RECEIVED_TIME (2) · IRF_CUSTOMER_ACW_DURATION (2) · IRF_CUSTOMER_DIAL_DURATION (2) · IRF_CUSTOMER_HANDLE_TIME (2) · IRF_CUSTOMER_HOLD_DURATION (2) · IRF_CUSTOMER_RING_DURATION (2) · IRF_CUSTOMER_TALK_DURATION (2) · IRF_INTERACTION_ID??? (2) · IRF_QUEUE_TIME (2) · IRF_RESPONSE_TIME (2) · IRF_ROUTING_POINT_TIME (2) · IRF_TIME (2) · STATE_REASON_TIME (2)
dbTable:
None (4) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · AG2_I_SESS_STATE_[*].READY (2) · AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) (2) · AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONS_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.TRANSFER_INITIATED_AGENT (2) · SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION (2)
calculation:
None (4) · Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · 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. (2) · Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (2) · 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 (2) · 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. (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2)
usedIn:
None (4) · Agent Interval Based Report (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Email) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Agent Wrap Report (2) · Interaction Handling Attempt Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateBusy (2) · AgentStateandReasonSummarizedStateBusyTime (2) · AgentStateandReasonSummarizedStateNotReady (2) · AgentStateandReasonSummarizedStateNotReadyReasonCount (2) · AgentStateandReasonSummarizedStateNotReadyReasonTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStateOmniWrap (2) · AgentStateandReasonSummarizedStateOmniWrapTime (2) · AgentStateandReasonSummarizedStateOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentBusyTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyReasonTIme (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2) · AgentStateandReasonSummarizedStatePercentOmniOccupancy (2) · AgentStateandReasonSummarizedStatePercentOmniOtherStateTIme (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentReadyTIme (2) · AgentStateandReasonSummarizedStatePercentWrapTIme (2) · AgentStateandReasonSummarizedStateReady (2) · AgentStateandReasonSummarizedStateStateReasonTime (2) · AgentStateandReasonSummarizedStateWrap (2) · DetailHandlingAttemptAbandonedWaiting (2) · DetailHandlingAttemptAbandonedWaitingTime (2) · DetailHandlingAttemptConferenceInitiatedTime (2) · DetailHandlingAttemptConferenceReceivedTime (2) · DetailHandlingAttemptConsultInitiatedTime (2) · DetailHandlingAttemptCustomerAlertTime (2) · DetailHandlingAttemptCustomerDialTime (2) · DetailHandlingAttemptCustomerEngageTime (2) · DetailHandlingAttemptCustomerHandleTime (2) · DetailHandlingAttemptCustomerHoldTime (2) · DetailHandlingAttemptCustomerWrapTime (2) · DetailHandlingAttemptInteractionDuration (2) · DetailHandlingAttemptQueueTime (2) · DetailHandlingAttemptResponseTime (2) · DetailHandlingAttemptRoutingPointTime (2) · DetailHandlingAttemptTotalDuration (2) · DetailHandlingAttemptTransferInitiatedAgent (2)

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