Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Agent or Queue > Q Customer & Consults > Abandoned Waiting ST1 or iWD > Agent

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type:
None (4) · Disposition (2)
mediaType:
None (6) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (6) · number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · Q_ABANDONED_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1, Q_ABANDONED_STI_2, and so on) (2) · Q_ABANDONED_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1_PCT, Q_ABANDONED_STI_2_PCT, and so on) (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_QUEUE_ABN_* (2) · AG2_QUEUE_ABN_[*].ABANDONED_STI_2 (2) · AG2_QUEUE_ABN_[*].ABANDONED_STI_ (where is a value between 1 and 20 (2) · and so on ) (2) · corresponding to the number of this threshold (2) · IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME (2) · IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME (2) · IWD_AGG_TASK_AGENT_*.TASK_WORK_COUNT (2) · IWD_AGG_TASK_AGENT_*.WORK_TIME (2) · such as AG2_QUEUE_ABN_[*].ABANDONED_STI_1 (2)
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 > Q Customer & Consults > Abandoned Waiting ST > Abandoned Waiting ST metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where is a value between 1 and 20). (2)
usedIn:
None (6) · Abandon Delay Report (2) · Async Chat Dashboard (2) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Chat Agents Stats (2) · Chat Engagement 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:
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