Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Outbound Contact > Contact Attempt or iWD > Agent

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type:
None (4) · Disposition (2)
mediaType:
None (4) · Voice (2)
dataType:
None (4) · number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · CA_ANSW_MACHINE (2) · CA_ATTEMPTS (2) · CA_AVG_CPD_TIME_MS (2) · CA_AVG_CPD_TRANSFER_TIME_MS (2) · CA_BUSY (2) · CA_CALLBKS_COMPL (2) · CA_CALLBKS_MISSED (2) · CA_CALLBKS_SCHEDUL (2) · CA_CANCEL (2) · CA_CPD (2) · CA_CPD_DIAL (2) · CA_CPD_DIAL_TIME_AVG_MS (2) · CA_CPD_DIAL_TIME_MS (2) · CA_CPD_TIME_MS (2) · CA_CPD_TRANSFER (2) · CA_CPD_TRANSFER_TIME_MS (2) · CA_DIAL_DROPPED (2) · CA_DIAL_MADE (2) · CA_DO_NOT_CALL (2) · CA_FAXMODEM_DETECT (2) · CA_NO_ANSWER (2) · CA_NO_RPC (2) · CA_OVERDIAL (2) · CA_PER_CALLBK_COMPL (2) · CA_PER_CALLBK_MISS (2) · CA_PER_CALLBK_SCHED (2) · CA_PORT_UNAVAILABLE (2) · CA_SIT_DETECTED (2) · CA_SIT_INVALID_NUM (2) · CA_SIT_NO_CIRCUIT (2) · CA_SIT_OPER_INTER (2) · CA_SIT_RATIO (2) · CA_SIT_REORDER (2) · CA_SIT_TOTAL (2) · CA_SIT_UNKNOWN (2)
dbTable:
None (6)
Other values:
calculation:
None (6) · Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. (2) · Calculated as iWD > Agent >Handle Time / iWD > Agent >Accepted (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 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 Contact Attempt > All SIT and Contact Attempt > Attempts metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. (2) · Calculated based on the following metrics from the Contact Attempt folder: SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT Vacant, SIT Detected, and SIT Unknown. (2) · CA_SIT_VACANT (2)
usedIn:
None (6) · Async Chat Dashboard (2) · Asynchronous Chat Dashboard (2) · Campaign Callbacks Summary Report (2) · Campaign Summary Report (2) · Chat Agent Stats (2) · Chat Agents Stats (2) · Chat Engagement Report (2) · Contact List Effectiveness (2) · Contact List Effectiveness Report (2) · Interactions Acceptance Report (2) · Resource Performance Dashboard (2) · Resource Performance Report (2)
cloud:
no (2) · yes (6)
premise:
None (2) · yes (6)
project:
None (6)
notproject:
None (6)
anchor:
Other values:

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