Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Designer > Survey or Detail > Transfer

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type:
None (4) · Date (2) · Detail (2)
mediaType:
None (4) · All (2) · Voice (2)
dataType:
None (4) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · T_IRF_CUSTOMER_ENGAGE_TIME (2) · T_IRF_CUSTOMER_HOLD_TIME (2) · T_IRF_CUSTOMER_WRAP_TIME (2) · T_IRF_QUEUE_DURATION (2) · T_IRF_RCV_CUSTOMER_ACW_DURATION (2) · T_IRF_RCV_CUSTOMER_HOLD_DURATION (2) · T_IRF_RCV_CUSTOMER_TALK_DURATION (2) · T_IRF_RCV_QUEUE_DURATION (2)
dbTable:
None (6) · AG2_CHAT_AGENT.ACCEPTED (2) · AG2_CHAT_AGENT.ACCEPTED_LONG (2) · AG2_CHAT_AGENT.ACCEPTED_SHORT (2) · AG2_CHAT_AGENT.INVITE_ACC_TIME (2) · AG2_CHAT_AGENT.INVITE_ACC_TIME_MAX (2) · AG2_CHAT_AGENT_*.ACCEPTED_UNIQUE (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_ENGAGE_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_HOLD_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_WRAP (2) · AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_WRAP_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_ENGAGE_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_HOLD_TIME (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_WRAP (2) · AG2_CHAT_AGENT_*.CONSULT_RECEIVED_WRAP_TIME (2) · AG2_CHAT_AGENT_*.ENGAGE_TIME (2) · AG2_CHAT_AGENT_*.FOCUS (2) · AG2_CHAT_AGENT_*.FOCUS_TIME (2) · AG2_CHAT_AGENT_*.HOLD_TIME (2) · AG2_CHAT_AGENT_*.OFFERED (2) · AG2_CHAT_AGENT_*.REJECTED (2) · AG2_CHAT_AGENT_*.WRAP_TIME (2) · AG2_CHAT_AGENT_GRP.ACCEPTED (2) · AG2_CHAT_AGENT_GRP.ACCEPTED_LONG (2) · AG2_CHAT_AGENT_GRP.ACCEPTED_SHORT (2) · AG2_CHAT_AGENT_GRP.INVITE_ACC_TIME (2) · AG2_CHAT_AGENT_GRP.INVITE_ACC_TIME_MAX (2) · AG2_CHAT_STATS_*.ABANDONED_WAITING_TIME (2) · AG2_SDR_SURVEY_*.ANSWERED (2) · AG2_SDR_SURVEY_*.NO_INPUT_ERROR (2) · AG2_SDR_SURVEY_*.SURVEY_COUNT (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION_RCV (2)
calculation:
None (6) · Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. (2) · Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. (2) · Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends). (2) · Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (2) · Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time. (2) · Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time. (2) · Calculated as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. (2)
usedIn:
None (4) · Async Chat Dashboard (2) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Chat Agents Stats (2) · Chat Engagement Report (2) · Interactions Acceptance Report (2) · Survey Answer Report (2) · Survey Statistics Report (2) · Transfer Detail Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
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