Drilldown: GCXI Metric

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GCXI Metric > folder: Queue & dbTable : AG2_QUEUE_GRP_[*].HOLD_TIME or None

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type:
Disposition (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) · Queue > Q Consults (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
None (2) · A_CONSULT_RCV_WARM_WRAP_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · QC_CONSULT_RCV_WARM_TIME (2) · QC_CONSULT_RECEIVED_TIME (2) · QC_CONSULT_RECEIVED_TIME_AVG (2) · Q_ABANDONED_INVITE_PCT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT_PCT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ACCEPTED_AGENT_PCT (2) · Q_ACCEPTED_AGENT_TIME_AVG (2) · Q_ACCEPTED_OTHER (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ASA (2) · Q_CONSULT_RCV_WARM_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME (2) · Q_HANDLE_TIME_AVG (2) · Q_HOLD_TIME (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE_TIME_AVG (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_TRANSFER_INIT_AGENT_PCT (2) · Q_WRAP_TIME_AVG (2)
dbTable: (Click arrow to add another value)
calculation:
None (2) · Calculated as AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, or as AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME + AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (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 the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. (2) · Calculated based on the following metrics from the Queue folder: Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap metrics. Time Queue (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 Agent and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted and Queue > Accepted Agent 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 > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2) · Calculated based on the Queue > Consult Received Warm Time and Queue > Consult Received Accepted Warm metrics. (2) · Calculated based on the Queue > Consult Received Warm Wrap Time and Queue > Consult Received Accepted Warm Wrap metrics. (2) · Calculated based on the Queue > Consult Received Wrap Time and Queue > Consult Received Wrap metrics. (2) · Calculated based on the Queue > Engage Time and Queue > Accepted Agent 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 > Short Abandoned Waiting and Queue > Entered metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent 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:
None (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
QueueAcceptedOthers (2) · QueueASA (2) · QueueASAFmt (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgAcceptTime (2) · QueueAvgAcceptTimeAgent (2) · QueueAvgConsultReceivedTime (2) · QueueAvgConsultReceivedWarmTime (2) · QueueAvgConsultReceivedWarmWrapTime (2) · QueueAvgConsultReceivedWrapTime (2) · QueueAvgEngageTime (2) · QueueAvgHandleTime (2) · QueueAvgHoldTime (2) · QueueAvgInviteTime (2) · QueueAvgWrapTime (2) · QueueConsultReceivedTime (2) · QueueConsultReceivedWarmTime (2) · QueueHandleTime (2) · QueueHoldTime (2) · QueuePercentAbandonedInviting (2) · QueuePercentAbandonedWaiting (2) · QueuePercentAccepted (2) · QueuePercentAcceptedAgent (2) · QueuePercentAcceptServiceLevel (2) · QueuePercentShortAbandonedWaiting (2) · QueuePercentTransferInitiated (2) · QueuePercentTransferInitiatedAgent (2)

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