Drilldown: GCXI Metric

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GCXI Metric > displaysInFolder : Queue > Q Customer or iWD > Classification & premise: yes

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type:
None (2) · Disposition (2)
mediaType:
None (2) · All (2) · All (except email) (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
iWD (2) · Queue (2)
displaysInFolder: (Click arrow to add another value)
displaysInFolder Cloud:
None (2) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · Q_ABANDONED (2) · Q_ABANDONED_INVITE (2) · Q_ABANDONED_INVITE_PCT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_SHORT_PCT (2) · Q_ABANDONED_STANDARD_TIME (2) · Q_ABANDONED_TIME (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_MAX (2) · Q_ACCEPTED (2) · Q_ACCEPTED_AGENT (2) · Q_ACCEPTED_AGENT_PCT (2) · Q_ACCEPTED_AGENT_TIME (2) · Q_ACCEPTED_AGENT_TIME_AVG (2) · Q_ACCEPTED_OTHER (2) · Q_ACCEPTED_THR (2) · Q_ACCEPTED_TIME (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ASA (2) · Q_CONFERENCE_INIT_AGENT (2) · Q_ENGAGE_TIME (2) · Q_ENTERED (2) · Q_HANDLE_TIME (2) · Q_HOLD (2) · Q_HOLD_TIME (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE (2) · Q_INVITE_TIME (2) · Q_INVITE_TIME_AVG (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_TRANSFER_INIT_AGENT (2) · Q_TRANSFER_INIT_AGENT_PCT (2) · Q_WRAP (2) · Q_WRAP_TIME (2) · Q_WRAP_TIME_AVG (2)
dbTable:
None (4)
Other values:
calculation:
None (4) · Calculated as Completed Overdue + Canceled Overdue (2) · Calculated as iWD > Finished / iWD > New (2) · Calculated as iWD > Finished Overdue / iWD > Finished (2) · Calculated as iWD > Finished Time / iWD > Finished. (2) · Calculated as Pre Source System Time / Finished. (2) · Calculated as Source System Time / Finished (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 in Threshold and Queue > Q Customer > Offered 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 > Wrap Time and Queue > Wrap metrics. (2) · If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (2)
usedIn:
None (4) · Capture Point Business Value Report (2) · Capture Point Report (2) · Capture Point Task Duration Report (2) · Customer Segment Service Level Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Intraday Process 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) · Task Age Report (2)
cloud:
yes (4)
premise: (Click arrow to add another value)
project:
None (4)
notproject:
None (4)
anchor:
Other values:

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