Drilldown: GCXI Metric

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GCXI Metric > folder : Chat or iWD > Service Objects & dbTable: None

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type:
None (4)
mediaType:
None (4)
dataType:
None (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4)
dbTable: (Click arrow to add another value)
calculation:
Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (2) · Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Agent Size metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Customer metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics. (2) · Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Session Inactive and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Missed and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Transferred and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. (2) · Calculated based on the Chat > Terminated and Chat > Media Session metrics. (2) · Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME). (2) · The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period. (2)
usedIn:
None (4) · Bot Dashboard (2) · Chat Message Statistics Report (2) · Chat Session Report (2) · Chat Termination Report (2) · Sessions Handled by Bots (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
ChatAvgBotsperMediaSession (2) · ChatAvgBotsperSessionwithBot (2) · ChatAvgCharactersperSessiontypedbyAgent (2) · ChatAvgMessagesSentByAgent (2) · ChatAvgMessagesSentByCustomer (2) · ChatAvgSessionTime (2) · ChatFirstResponseAgentTime (2) · ChatMaxAgentFirstResponseAgent_Time (2) · ChatPercentAgentTerminated (2) · ChatPercentCustomerTerminated (2) · ChatPercentInteractionsParked (2) · ChatPercentInteractionswithLessQueueTime (2) · ChatPercentInteractionswithLongsQueueTime (2) · ChatPercentSessionInactive (2) · ChatPercentSessionMissed (2) · ChatPercentSessionOnlywithBot (2) · ChatPercentSessionTransferred (2) · ChatPercentSessionwithBot (2) · ChatTerminatedDuetoOtherReasons (2) · iWDServiceObjectsDuration (2)

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