Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Queue & displaysInFolder: None

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type:
None (4) · Disposition (2)
mediaType:
None (2) · All (2) · Voice (2)
dataType:
None (2) · 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) · 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)
dbTable:
None (4) · AG2_CHAT_AGENT.ACCEPTED (2) · AG2_CHAT_AGENT.ACCEPTED_LONG (2) · AG2_CHAT_AGENT.ACCEPTED_SHORT (2) · AG2_CHAT_AGENT.INVITE_ACC_TIME (2) · AG2_CHAT_AGENT.INVITE_ACC_TIME_MAX (2) · AG2_CHAT_AGENT_*.ACCEPTED_UNIQUE (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_ENGAGE_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_HOLD_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_WRAP (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_WRAP_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_ENGAGE_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_HOLD_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_WRAP (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_WRAP_TIME (2) · AG2_CHAT_AGENT_*.ENGAGE_TIME (2) · AG2_CHAT_AGENT_*.FOCUS (2) · AG2_CHAT_AGENT_*.FOCUS_TIME (2) · AG2_CHAT_AGENT_*.HOLD_TIME (2) · AG2_CHAT_AGENT_*.OFFERED (2) · AG2_CHAT_AGENT_*.REJECTED (2) · AG2_CHAT_AGENT_*.WRAP_TIME (2) · AG2_CHAT_AGENT_GRP.ACCEPTED (2) · AG2_CHAT_AGENT_GRP.ACCEPTED_LONG (2) · AG2_CHAT_AGENT_GRP.ACCEPTED_SHORT (2) · AG2_CHAT_AGENT_GRP.INVITE_ACC_TIME (2) · AG2_CHAT_AGENT_GRP.INVITE_ACC_TIME_MAX (2) · AG2_CHAT_STATS_*.ABANDONED_WAITING_TIME (2) · AG2_QUEUE_GRP_[*].DATE_TIME_KEY (2) · AG2_QUEUE_[*].DATE_TIME_KEY (2)
calculation:
None (4) · Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. (2) · Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends). (2) · Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time. (2) · Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time. (2) · Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. (2) · Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric. (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)
usedIn:
None (4) · Async Chat Dashboard (2) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Chat Agents Stats (2) · Chat Engagement Report (2) · Interactions Acceptance Report (2) · Queue Dashboard (2) · Queue Report (2) · Queue Summary Report (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
ChatAgentAbandonedWaitingTime (2) · ChatAgentAcceptanceRate (2) · ChatAgentAccepted (2) · ChatAgentAcceptedUnique (2) · ChatAgentAlertDuration (2) · ChatAgentAvgDurationforAcceptingInteractions (2) · ChatAgentAvgFocusTime (2) · ChatAgentcHoldTime (2) · ChatAgentConsultReceivedEngageTime (2) · ChatAgentConsultReceivedEngageWarmTime (2) · ChatAgentConsultReceivedHoldTime (2) · ChatAgentConsultReceivedTime (2) · ChatAgentConsultReceivedWarmHoldTime (2) · ChatAgentConsultReceivedWarmTime (2) · ChatAgentConsultReceivedWarmWrap (2) · ChatAgentConsultReceivedWarmWrapTime (2) · ChatAgentConsultReceivedWrap (2) · ChatAgentConsultReceivedWrapTime (2) · ChatAgentEngagementHandleTime (2) · ChatAgentEngageTime (2) · ChatAgentFocusInterval (2) · ChatAgentFocusTime (2) · ChatAgentInteractionsLessTimetoAccept (2) · ChatAgentInteractionsLongTimetoAccept (2) · ChatAgentMaxDurationforAcceptingInteractions (2) · ChatAgentOffered (2) · ChatAgentPercentInteractionsLessTimetoAccept (2) · ChatAgentPercentInteractionsLongTimetoAccept (2) · ChatAgentRejected (2) · ChatAgentWrapTime (2) · QueueAvgConsultReceivedWarmTime (2) · QueueAvgConsultReceivedWarmWrapTime (2) · QueueAvgConsultReceivedWrapTime (2) · QueueAvgEngageTime (2) · QueueAvgHandleTime (2) · QueuePercentAccepted (2) · QueuePercentTransferInitiated (2) · QueueStartDateTimeKey (2)

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