Drilldown: GCXI Metric

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GCXI Metric > folder : Callback or Detail > Handling Attempt or Queue > Q Consults

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type:
None (2) · Date (2) · Detail (2) · Disposition (4)
mediaType:
All (4) · All (except Chat) (2) · All (except Email) (2) · Chat (2) · Open (sync) (2) · Voice (6)
dataType:
None (2) · Character (2) · Number (6)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4)
Other values:
dbTable:
None (6)
Other values:
calculation:
None (6) · 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) · Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics. (2) · Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics. (2) · Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (2) · Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (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 the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Refer to the Abandon Waiting For Agent and Accepted Callback metrics. (2) · Refer to the Accepted and Canceled callback metrics. (2) · Refer to the Callback > Callbacks and Callback > Added Agents metrics. (2) · Refer to the Callback > Callbacks and Callback > Offer Time metrics. (2) · Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics. (2) · Refer to the Callback > Saved Time and Callback > Successful metrics. (2) · Refer to the Callback > Successful and Callback > Accepted callback metrics. (2) · Refer to the Callback > Successful and Callback > Accepted metrics. (2) · Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics. (2) · Refer to the Callback > Customer Connected and Accepted metrics. (2) · Refer to the Callback > Offered and Accepted metrics. (2)
usedIn:
None (6) · Callback Summary Report (2) · Interaction Handling Attempt Report (2) · Queue Outline Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
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