Drilldown: GCXI Metric

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GCXI Metric > folder : Chat or Designer > Survey or Queue > Q Customer

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type:
None (6) · Disposition (4)
mediaType:
None (4) · All (2) · Chat (4) · Open (sync) (2) · Voice (2)
dataType:
None (4) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · =??? (2) · Q_ABANDONED_STANDARD (2) · Q_ABANDONED_STANDARD_TIME_MAX (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 (6)
Other values:
calculation:
None (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (2) · Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (2) · Calculated as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. (2) · Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Agent Size metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Messages From Customer metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics. (2) · Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Session Inactive and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Missed and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Transferred and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. (2) · Calculated based on the Chat > Terminated and Chat > Media Session 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 Designer > Accepted (Agent > Activity > Accepted) metric. (2) · The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period. (2)
usedIn:
None (6) · Async Chat Dashboard (2) · Bot Dashboard (2) · Chat Interaction Stats (2) · Chat Message Statistics Report (2) · Chat Session Report (2) · Chat Termination Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Predicitive Routing Queue Statistics Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2) · Sessions Handled by Bots (2) · Survey Answer Report (2) · Survey Statistics Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
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