Drilldown: GCXI Metric

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GCXI Metric > folder : Chat or Detail > Handling Attempt or Queue > Q Customer

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type:
None (4) · Date (2) · Detail (2) · Disposition (4)
mediaType:
None (2) · All (4) · All (except Email) (2) · Chat (4) · Open (sync) (2) · Voice (4)
dataType:
None (2) · Character (2) · Number (4)
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 Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · 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) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (2) · Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (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 > 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) · 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 Handling Attempt 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)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
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