Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Detail > Handling Attempt > Handling Predictive Routing or Queue > Q Consults

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type:
None (2) · Detail (2) · Disposition (2)
mediaType:
None (2) · All (2) · All (except Chat) (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · number (6)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · QC_ACCEPTED_OTHER (2) · QC_CLEARED_STUCK (2) · QC_CONSULT_ABANDONED (2) · QC_CONSULT_ABANDONED_INVITE (2) · QC_CONSULT_ABANDONED_SHORT (2) · QC_CONSULT_ABANDONED_STANDARD (2) · QC_CONSULT_ABANDONED_STANDARD_TIME (2) · QC_CONSULT_ABANDONED_TIME (2) · QC_CONSULT_ABANDONED_TIME_MAX (2) · QC_CONSULT_ACCEPTED (2) · QC_CONSULT_ACCEPTED_AGENT_THR (2) · QC_CONSULT_ACCEPTED_AGENT_TIME (2) · QC_CONSULT_ACCEPTED_THR (2) · QC_CONSULT_ACCEPTED_TIME (2) · QC_CONSULT_ACCEPTED_TIME_MAX (2) · QC_CONSULT_CLEARED (2) · QC_CONSULT_CLEARED_TIME (2) · QC_CONSULT_CLEARED_TIME_MAX (2) · QC_CONSULT_DISTRIBUTED (2) · QC_CONSULT_DISTRIBUTED_TIME (2) · QC_CONSULT_DISTRIBUTED_TIME_MAX (2) · QC_CONSULT_ENTERED (2) · QC_CONSULT_NOTACCEPTED (2) · QC_CONSULT_OFFERED (2) · QC_CONSULT_RCV_ACC_WARM_TIME (2) · QC_CONSULT_REDIRECTED (2) · QC_CONSULT_ROUTED_OTHER (2) · QC_CONSULT_TRANSFER_INIT_AGENT (2)
dbTable:
None (6)
Other values:
calculation:
None (6) · 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 Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. (2) · Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_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 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 sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (2) · Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. (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)
usedIn:
None (6) · Async Chat Dashboard (2) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Chat Agents Stats (2) · Chat Engagement Report (2) · Interactions Acceptance Report (2) · Predictive Routing Detail Report (2) · Queue Outline Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
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