Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Summarized State or Queue > Q Customer & Consults > Abandoned Waiting ST1 & project: None

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type:
None (2) · Disposition (2) · Interval (2)
mediaType:
None (4) · All (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · IA_ACTIVE_TIME (2) · IA_BUSY (2) · IA_BUSY_TIME (2) · IA_BUSY_TIME_PCT (2) · IA_NOT_READY (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_READY (2) · IA_READY_TIME_PCT (2) · IA_STATE_RSN_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_TIME_PCT (2) · Q_ABANDONED_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1, Q_ABANDONED_STI_2, and so on) (2) · Q_ABANDONED_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1_PCT, Q_ABANDONED_STI_2_PCT, and so on) (2) · STATE_REASON (2) · STATE_REASON_TIME (2)
dbTable:
None (4) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · AG2_I_SESS_STATE_[*].READY (2) · AG2_I_STATE_RSN_*.STATE_RSN (2) · AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) (2) · AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) (2) · AG2_QUEUE_ABN_* (2) · AG2_QUEUE_ABN_[*].ABANDONED_STI_2 (2) · AG2_QUEUE_ABN_[*].ABANDONED_STI_ (where is a value between 1 and 20 (2) · and so on ) (2) · Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · corresponding to the number of this threshold (2) · SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION (2) · such as AG2_QUEUE_ABN_[*].ABANDONED_STI_1 (2)
calculation:
None (4) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. (2) · 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 Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (2) · Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2)
usedIn:
None (4) · Abandon Delay Report (2) · Agent Interval Based Report (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Email) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Agent Wrap Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (4)
premise:
yes (4)
project: (Click arrow to add another value)
notproject:
None (4)
anchor:
AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateBusy (2) · AgentStateandReasonSummarizedStateBusyTime (2) · AgentStateandReasonSummarizedStateNotReady (2) · AgentStateandReasonSummarizedStateNotReadyReasonCount (2) · AgentStateandReasonSummarizedStateNotReadyReasonTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStateOmniActiveTime (2) · AgentStateandReasonSummarizedStateOmniBusy (2) · AgentStateandReasonSummarizedStateOmniBusyTime (2) · AgentStateandReasonSummarizedStateOmniNotReady (2) · AgentStateandReasonSummarizedStateOmniNotReadyTime (2) · AgentStateandReasonSummarizedStateOmniOtherStateTime (2) · AgentStateandReasonSummarizedStateOmniReady (2) · AgentStateandReasonSummarizedStateOmniReadyTime (2) · AgentStateandReasonSummarizedStateOmniWrap (2) · AgentStateandReasonSummarizedStateOmniWrapTime (2) · AgentStateandReasonSummarizedStateOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentBusyTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyReasonTIme (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2) · AgentStateandReasonSummarizedStatePercentOmniBusyTime (2) · AgentStateandReasonSummarizedStatePercentOmniNotReadyTime (2) · AgentStateandReasonSummarizedStatePercentOmniOccupancy (2) · AgentStateandReasonSummarizedStatePercentOmniOtherStateTIme (2) · AgentStateandReasonSummarizedStatePercentOmniReadyTime (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentReadyTIme (2) · AgentStateandReasonSummarizedStatePercentWrapTime (2) · AgentStateandReasonSummarizedStateReady (2) · AgentStateandReasonSummarizedStateReadyTime (2) · AgentStateandReasonSummarizedStateStateReason (2) · AgentStateandReasonSummarizedStateStateReasonTime (2) · AgentStateandReasonSummarizedStateWrap (2) · AgentStateandReasonSummarizedStateWrapTime (2) · QueueCustomerAndConsultsAbandonedWaitingAbandonedWaiting (2) · QueueCustomerAndConsultsAbandonedWaitingAbandonedWaitingST120 (2) · QueueCustomerAndConsultsAbandonedWaitingPercentAbandonedWaitingST120 (2)

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