Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Interaction State or Designer > Session or Outbound Contact

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type:
None (6) · Disposition (4) · Interval (2)
mediaType:
None (2) · All (4) · All (Except Chat) (2) · Chat (2) · Voice (4)
dataType:
None (2) · AG2_SDR_SESSION_*.DURATION (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6) · Designer > Session Milestone (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · A_CA_DATE_TIME_KEY (2) · A_CA_HANDLE_TIME_AVG (2) · CA_ANSWERS (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) · STATE_GROUP_COMBINATION (2)
dbTable:
None (6) · AG2_AGENT_CAMPAIGN_[*].DATE_TIME_KEY (2) · AG2_CAMPAIGN_[*].ANSWERS (2) · 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_SDR_SESSION_*.AGENT_ROUTED (2) · AG2_SDR_SESSION_*.AS_DURATION (2) · AG2_SDR_SESSION_*.AS_ENTERED (2) · AG2_SDR_SESSION_*.AS_TRANSFERRED (2) · AG2_SDR_SESSION_*.DN_ROUTED (2) · AG2_SDR_SESSION_*.QUEUE_ABANDONED (2) · AG2_SDR_SESSION_*.SESSIONS (2) · AG2_SDR_SESSION_*.SS_CONTAINED (2) · AG2_SDR_SESSION_*.SS_DURATION (2) · AG2_SDR_SESSION_*.SS_ENTERED (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 (6) · Calculated based on the following metrics from the Outbound Contact > Agent Contact folder: Handle Time, Accepted, and Consult Received Accepted. (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 value of the Designer > Self-Service Duration metric. (2) · Calculated based on the value of the Designer > Session Duration metric. (2) · Calculated based on the value of the Designer > Assisted Service Duration metric. (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 Outbound Campaign Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Utilization (2) · Agent Wrap Report (2) · Application Duration Report (2) · Application Summary Report (2) · Assisted Service Interactions by Last Milestone Report (2) · Campaign Summary Report (2) · Milestone Summary Report (2) · Self-Service Statistics Report (2) · Supervisor Dashboard (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
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) · DesignerAbandonedinQueue (2) · DesignerAssistedServiceDuration (2) · DesignerAvgAssistedServiceDuration (2) · DesignerAvgSelfServiceDuration (2) · DesignerAvgSessionDuration (2) · DesignerSelfServiceDuration (2) · DesignerSession (2) · DesignerSessionContainedInSelfService (2) · DesignerSessionDuration (2) · DesignerSessionEnteredinAssistedService (2) · DesignerSessionRoutedtoAgent (2) · DesignerSessionRoutedtoDN (2) · DesignerSessionTransferredtoAssistedService (2) · OutboundContactAccepted (2) · OutboundContactAcgHandleTime (2) · OutboundContactStartDateTimeKey (2)

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