Drilldown: GCXI Metric

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GCXI Metric > dbTable : AG2_CHAT_THREAD_STATS.HANDLE_DURATION or None & usedIn: Queue Report

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type:
Disposition (2)
mediaType:
All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
Number (2)
folder:
Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
None (2) · Q_ABANDONED_INVITE_PCT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ACCEPTED_PCT (2) · Q_ASA (2) · Q_CLEARED_TIME_AVG (2) · Q_DISTRIBUTED_PCT (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE_TIME_AVG (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_WRAP_TIME_AVG (2)
dbTable: (Click arrow to add another value)
calculation:
Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (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 > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) · Calculated based on the Queue > Invite Time and Queue > Invite metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
QueueASAFmt (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgHoldTime (2) · QueueAvgInviteTime (2) · QueueAvgWrapTime (2) · QueueCustomerAvgClearTime (2) · QueueCustomerAvgDistributeTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueueCustomerPercentDistributed (2) · QueuePercentAbandonedInviting (2) · QueuePercentAbandonedWaiting (2) · QueuePercentAccepted (2) · QueuePercentAcceptServiceLevel (2) · QueuePercentTransferInitiated (2)

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