Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Interaction State or Queue & displaysInFolder: None

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type:
None (4) · Disposition (4) · Interval (2)
mediaType:
All (4) · All (Except Chat) (2) · Chat (2) · Voice (4)
dataType:
Number (4)
folder: (Click arrow to add another value)
displaysInFolder: (Click arrow to add another value)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · A_CONSULT_RCV_WARM_WRAP_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · IA_ACCEPTED_EVENTUALLY (2) · IA_BUSY_TIME_IXN (2) · IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_INVITE_TIME_PCT (2) · IA_NOTACCEPTED (2) · IA_NOT_READY_IN (2) · IA_NOT_READY_IN_TIME (2) · IA_NOT_READY_IN_TIME_PCT (2) · IA_NOT_READY_OUT (2) · IA_NOT_READY_OUT_TIME (2) · IA_NOT_READY_OUT_TIME_PCT (2) · IA_WRAP_IN (2) · IA_WRAP_IN_TIME (2) · IA_WRAP_IXN (2) · IA_WRAP_OUT (2) · IA_WRAP_OUT_TIME (2) · IA_WRAP_OUT_TIME_PCT (2) · IA_WRAP_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2) · Q_ACCEPTED_PCT (2) · Q_CONSULT_RCV_WARM_TIME_AVG (2) · Q_DATE_TIME_KEY (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · STATE_GROUP_COMBINATION (2)
dbTable:
None (4) · AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY (2) · AG2_I_AGENT_[*].NOT_READY_IN (2) · AG2_I_AGENT_[*].NOT_READY_IN_TIME (2) · AG2_I_AGENT_[*].NOT_READY_OUT (2) · AG2_I_AGENT_[*].NOT_READY_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_IN (2) · AG2_I_AGENT_[*].WRAP_IN_TIME (2) · AG2_I_AGENT_[*].WRAP_OUT (2) · AG2_I_AGENT_[*].WRAP_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_QUEUE_GRP_[*].DATE_TIME_KEY (2) · AG2_QUEUE_[*].DATE_TIME_KEY (2) · Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. (2) · SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY (2)
calculation:
None (4) · Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. (2) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. (2) · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. (2) · Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered 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 > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. (2) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. (2)
usedIn:
None (4) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Not Ready Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Utilization (2) · Agent Wrap Report (2) · Queue Dashboard (2) · Queue Report (2) · Queue Summary Report (2) · Supervisor Dashboard (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStateAcceptedEventually (2) · AgentStateandReasonInteractionStateGroupCombination (2) · AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStateIxnWrap (2) · AgentStateandReasonInteractionStateIxnWrapTime (2) · AgentStateandReasonInteractionStateNotAccepted (2) · AgentStateandReasonInteractionStateNotReadyIn (2) · AgentStateandReasonInteractionStateNotReadyInTime (2) · AgentStateandReasonInteractionStateNotReadyOut (2) · AgentStateandReasonInteractionStateNotReadyOutTime (2) · AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentInviteTIme (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentNotReadyInTime (2) · AgentStateandReasonInteractionStatePercentNotReadyOutTime (2) · AgentStateandReasonInteractionStatePercentWrapInTime (2) · AgentStateandReasonInteractionStatePercentWrapOutTime (2) · AgentStateandReasonInteractionStateWrapIn (2) · AgentStateandReasonInteractionStateWrapInTime (2) · AgentStateandReasonInteractionStateWrapOut (2) · AgentStateandReasonInteractionStateWrapOutTIme (2) · QueueAvgConsultReceivedWarmTime (2) · QueueAvgConsultReceivedWarmWrapTime (2) · QueueAvgConsultReceivedWrapTime (2) · QueueAvgEngageTime (2) · QueueAvgHandleTime (2) · QueuePercentAccepted (2) · QueuePercentTransferInitiated (2) · QueueStartDateTimeKey (2)

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