Drilldown: GCXI Metric
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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:
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 iWD > Canceled Autocompleted / iWD > Finished (2) ·
Calculated as iWD > Completed Overdue / iWD > Completed (2) ·
Calculated as Canceled - Canceled Autocompleted (2) ·
Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. (2) ·
Calculated as Completed + Canceled (2) ·
Calculated as Completed - Completed Agent (2) ·
Calculated as Completed Agent + Canceled Agent (2) ·
Calculated as Completed Overdue + Canceled Overdue (2) ·
Calculated as Finished - Finished Agent (2) ·
Calculated as iWD > Finished / iWD > New (2) ·
Calculated as iWD > Finished Overdue / iWD > Finished (2) ·
Calculated as iWD > Finished Time / iWD > Finished. (2) ·
Calculated as Pre Source System Time / Finished. (2) ·
Calculated as Source System Time / Finished (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 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) ·
If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) ·
If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished (2) ·
If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (2)
usedIn:
None (6) ·
Async Chat Dashboard (2) ·
Asynchronous Chat Dashboard (2) ·
Capture Point Business Value Report (2) ·
Capture Point Report (2) ·
Capture Point Task Duration Report (2) ·
Chat Agent Stats (2) ·
Chat Agents Stats (2) ·
Chat Engagement Report (2) ·
Customer Segment Service Level Report (2) ·
Interactions Acceptance Report (2) ·
Intraday Process Report (2) ·
Queue Outline Report (2) ·
Task Age Report (2)
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Showing below up to 6 results in range #1 to #6.
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