Drilldown: GCXI Metric
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internalMetricID:
dbTable:
None (4) ·
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) ·
IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME (2) ·
IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME (2) ·
IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME (2) ·
IWD_AGG_TASK_*.COMPLETED_OVERDUE (2) ·
IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME (2) ·
IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) ·
IWD_AGG_TASK_*.NEW_TASK_COUNT (2) ·
IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT (2) ·
IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT (2) ·
IWD_AGG_TASK_AGENT_*.WORK_TIME (2)
calculation:
None (4) ·
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 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 (4) ·
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) ·
Task Age Report (2)
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