Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Queue > Q Customer & Consults & usedIn: None

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type:
None (2) · Disposition (2)
mediaType:
None (2) · All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · Q_ABANDONED_STANDARD_TIME_MAX_CC (2) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_AGENT_TIME (2) · Q_ACCEPTED_THR (2) · Q_ACCEPTED_TIME (2) · Q_DISTRIBUTED_TIME_CC (2) · Q_ENGAGE_TIME_CC (2) · Q_HOLD_CC (2) · Q_INVITE_CC (2) · Q_INVITE_TIME_CC (2) · Q_NOTACCEPTED_CC (2) · Q_TRANSFER_INIT_AGENT_CC (2) · Q_WRAP_CC (2) · Q_WRAP_TIME_CC (2)
dbTable:
None (4) · AG2_CHAT_AGENT.ACCEPTED_LONG (2) · AG2_CHAT_AGENT.ACCEPTED_SHORT (2) · AG2_CHAT_AGENT.INVITE_ACC_TIME (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_*.HOLD_TIME (2) · AG2_CHAT_AGENT_*.REJECTED (2) · AG2_CHAT_AGENT_*.WRAP_TIME (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_STATS_*.ABANDONED_WAITING_TIME (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_TIME (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_TIME (2) · AG2_QUEUE_[*].ACCEPTED_TIME (2)
calculation:
None (4) · 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 Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted in Threshold and Queue > Q Consults > Accepted in Threshold metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distribute Time and Queue > Q Consults > Distribute Time metrics. (2) · Calculated based on the following metrics from the Queue > Engage Time, Queue > Q Consult > Consult Received Engage Time, and Queue > Q Consult > Consult Received Engage Warm Time. (2) · Calculated based on the Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time metrics. (2) · Calculated based on the Queue > Hold, Queue > Q Consults > Consult Received Hold, and Queue > Q Consults > Consult Received Warm Hold metrics. (2) · Calculated based on the Queue > Invite Time, Queue > Q Consults > Consult Received Invite Time, and Queue > Q Consults > Consult Received Invite Warm Time metrics. (2) · Calculated based on the Queue > Invite, Queue > Q Consults > Consult Received Invite, and Queue > Q Consults > Consult Received Invite Warm metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time metric. (2) · Calculated based on the Queue > Not Accepted and Queue > Q Consults > Consults Redirected metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Q Consults > Consult Transfer Initiated Agent metrics. (2) · Calculated based on the Queue > Wrap Time, Queue > Q Consults > Consult Received Wrap Time, and Queue > Q Consults > Consult Received Warm Wrap Time metrics. (2) · Calculated based on the Queue > Wrap, Queue > Q Consults > Consult Received Wrap, and Queue > Q Consults > Consult Received Warm Wrap metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
ChatAgentAbandonedWaitingTime (2) · ChatAgentAlertDuration (2) · ChatAgentcHoldTime (2) · ChatAgentConsultReceivedEngageTime (2) · ChatAgentConsultReceivedEngageWarmTime (2) · ChatAgentConsultReceivedHoldTime (2) · ChatAgentConsultReceivedTime (2) · ChatAgentConsultReceivedWarmHoldTime (2) · ChatAgentConsultReceivedWarmTime (2) · ChatAgentConsultReceivedWarmWrap (2) · ChatAgentConsultReceivedWarmWrapTime (2) · ChatAgentConsultReceivedWrap (2) · ChatAgentConsultReceivedWrapTime (2) · ChatAgentEngageTime (2) · ChatAgentInteractionsLessTimetoAccept (2) · ChatAgentInteractionsLongTimetoAccept (2) · ChatAgentRejected (2) · ChatAgentWrapTime (2) · QueueCustomerAndConsultsAcceptedAgentinThreshold (2) · QueueCustomerAndConsultsAcceptedinThreshold (2) · QueueCustomerAndConsultsAcceptTime (2) · QueueCustomerAndConsultsAcceptTimeAgent (2) · QueueCustomerAndConsultsDistributeTime (2) · QueueCustomerAndConsultsEngageTime (2) · QueueCustomerAndConsultsHold (2) · QueueCustomerAndConsultsHoldTime (2) · QueueCustomerAndConsultsInvite (2) · QueueCustomerAndConsultsInviteTime (2) · QueueCustomerAndConsultsMaxStandardAbandonedWaitingTime (2) · QueueCustomerAndConsultsMaxStandardAbandonedWaitingTimeFmt (2) · QueueCustomerAndConsultsNotAccepted (2) · QueueCustomerAndConsultsTransferInitiatedAgent (2) · QueueCustomerAndConsultsWrap (2) · QueueCustomerAndConsultsWrapTime (2) · QueueQCustomerConsultsStandardAbandonedWaitingTime (2)

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