Drilldown: GCXI Metric

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GCXI Metric > folder : Business Attribute > BA Predictive Routing or Queue > Q Customer or Queue > Q Customer & Consults > Abandoned Waiting ST1

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type:
None (4) · Disposition (4)
mediaType:
None (4) · All (4) · Chat (2) · Open (sync) (2) · Voice (2)
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) · ??? (2) · Q_ABANDONED_STANDARD (2) · Q_ABANDONED_STANDARD_TIME_MAX (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) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_TIME_MAX (2) · Q_CLEARED (2) · Q_CLEARED_STUCK (2) · Q_CLEARED_TIME (2) · Q_CLEARED_TIME_AVG (2) · Q_CLEARED_TIME_MAX (2) · Q_DATE_TIME_KEY (2) · Q_DATE_TIME_KEY_ABN (2) · Q_DATE_TIME_KEY_ANS (2) · Q_DISTRIBUTED_ (2) · Q_DISTRIBUTED_PCT (2) · Q_DISTRIBUTED_TIME (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_MAX (2) · Q_ENGAGE_TIME_AVG (2) · Q_GROUP_COMBINATION (2) · Q_GROUP_COMBINATION_ABN (2) · Q_GROUP_COMBINATION_ACC (2) · Q_HANDLE_TIME_AVG (2) · Q_NOTACCEPTED (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_ROUTED_OTHER (2)
dbTable:
None (4)
Other values:
calculation:
None (4) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) · Calculated as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. (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 Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2)
usedIn:
None (4) · Abandon Delay Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Model Efficiency (2) · Predicitive Routing Queue Statistics Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing Operational Report (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
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