Drilldown: GCXI Metric

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GCXI Metric > folder: Agent > Activity & dbTable : AG2_QUEUE_[*].ACCEPTED_AGENT_TIME or None

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type:
Disposition (2) · Dispostion (2) · Dispotion (2)
mediaType:
All (2) · All (except Chat) (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (2) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
None (2) · @A_ACTIONABILITY_AVG (2) · A_CONSULT_INITIATED_TIME_AVG (2) · A_CONSULT_RCV_WARM_TIME (2) · A_CONSULT_RCV_WARM_TIME_AVG (2) · A_CONSULT_RCV_WARM_WRAP_TIME_AVG (2) · A_CONSULT_RECEIVED_TIME (2) · A_CONSULT_RECEIVED_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME_AVG (2) · A_REVENUE_AVG (2) · A_SATISFACTION_AVG (2) · A_TRANSFER_INIT_AGENT_PCT (2) · A_XFER_RECEIVED_ACCEPTED_PCT (2) · T_ABANDONED_INVITE_PCT (2) · T_INVITE_TIME_AVG (2)
dbTable: (Click arrow to add another value)
calculation:
AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) · Calculated as AG2_AGENT_[*].ACTIONABILITY divided by AG2_AGENT_[*].ACTIONABILITY_OFFERED, or AG2_AGENT_GRP_[*].ACTIONABILITY divided by AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED (2) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_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 based on the Abandoned Inviting and Offered Business Attribute metrics. (2) · Calculated based on the Conference Accepted Time and Conference 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 Consult Received Warm Time and Consult Received Accepted Warm Activity metrics. (2) · Calculated based on the Consult Received Warm Wrap Time and Consult Received Warm Wrap Activity metrics. (2) · Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity metrics. (2) · Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Invite Time and Invite Business Attribute metrics. (2) · Calculated based on the Revenue and Offered with Revenue Activity metrics. (2) · Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2)
usedIn:
None (2) · Agent Activity (2) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Group Interaction Handling Report (2) · Agent Interaction Hierarchy Report (2) · Agent Interval Based Report (2) · Agent Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Social Engagement Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Transfer Summary Report (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Supervisor Dashboard (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2) · Transfer Dashboard (2)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
AgentActivityAvgAccountabilityScore (2) · AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgConsultInitiatedTime (2) · AgentActivityAvgConsultReceivedTime (2) · AgentActivityAvgConsultReceivedTimeWarmTime (2) · AgentActivityAvgConsultReceivedWarmWrapTime (2) · AgentActivityAvgConsultReceivedWrapTime (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgInviteTime (2) · AgentActivityAvgRevenue (2) · AgentActivityAvgSatisfaction (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityConsultReceivedTime (2) · AgentActivityConsultReceivedWarmTime (2) · AgentActivityHandleTime (2) · AgentActivityPercentAbandonedInviting (2) · AgentActivityPercentTransferInitiated (2) · AgentActivityPercentTransferReceivedAccepted (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedTime (2)

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