Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Interaction State or Outbound Contact > Contact Attempt or Queue > Q Customer & Consults > Abandoned Waiting ST1

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type:
None (2) · Disposition (6) · Interval (2)
mediaType:
None (2) · All (2) · All (Except Chat) (2) · Chat (4) · Open (sync) (2) · Voice (6)
dataType:
None (2) · Number (6)
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displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
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dbTable:
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calculation:
None (6) · Calculated based on the > Q Customer & Consults > Abandoned Waiting ST > Abandoned Waiting ST metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where is a value between 1 and 20). (2) · Calculated based on the Contact Attempt > All SIT and Contact Attempt > Attempts metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. (2) · Calculated based on the following metrics from the Contact Attempt folder: SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT Vacant, SIT Detected, and SIT Unknown. (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 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) · CA_SIT_VACANT (2)
usedIn:
None (6) · Abandon Delay Report (2) · 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) · Campaign Callbacks Summary Report (2) · Campaign Summary Report (2) · Contact List Effectiveness (2) · Contact List Effectiveness Report (2) · Supervisor Dashboard (2)
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