Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > Activity > Queue or Detail > Handling Attempt & project: None

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type:
None (2) · Date (2) · Detail (2) · Disposition (2) · Dispostion (2)
mediaType:
None (2) · All (4) · All (except Chat) (2) · All (Except email) (4) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (2) · Character (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4)
Other values:
dbTable:
None (4)
Other values:
calculation:
None (4) · Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. (2) · Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. (2) · Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. (2) · Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. (2) · Calculated as: AG2_AGENT_QUEUE_[*].SENTIMENT divided by AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED (2) · Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. (2) · Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. (2) · Calculated based on the (Activity > Queue) Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap metrics. (2) · Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time metrics. (2) · Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. (2) · Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. (2) · Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. (2) · Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. (2) · Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) · Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. (2)
usedIn:
None (4) · Agent Group Queue Business Attribute Report (2) · Agent Queue Report (2) · Agent Social Engagement Report (2) · Interaction Handling Attempt Report (2)
cloud:
yes (4)
premise:
yes (4)
project: (Click arrow to add another value)
notproject:
None (4)
anchor:
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Retrieved from "https://all.docs.genesys.com/Special:Drilldown/GCXI_Metric (2024-11-05 15:48:41)"