Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Thread or Designer > Survey or Detail > Handling Attempt > Handling Predictive Routing

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type:
None (4) · Detail (2)
mediaType:
None (4) · All (2)
dataType:
None (4) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6)
dbTable:
None (6) · AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION (2) · AG2_CHAT_THREAD_STATS.ENGAGEMENTS (2) · AG2_CHAT_THREAD_STATS.HANDLE_DURATION (2) · AG2_CHAT_THREAD_STATS.MSG_FROM_AGENTS (2) · AG2_CHAT_THREAD_STATS.MSG_FROM_AGENTS_SIZE (2) · AG2_CHAT_THREAD_STATS.MSG_FROM_CUSTOMERS (2) · AG2_CHAT_THREAD_STATS.MSG_FROM_CUSTOMERS_SIZE ??? (2) · AG2_CHAT_THREAD_STATS.SESSIONS (2) · AG2_CHAT_THREAD_STATS.THREADS (2) · AG2_SDR_SURVEY_*.ANSWERED (2) · AG2_SDR_SURVEY_*.NO_INPUT_ERROR (2) · AG2_SDR_SURVEY_*.SURVEY_COUNT (2) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · IF_IRF_GPM_FACT_GI2.CONF_INIT_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.REVENUE (2) · IF_IRF_GPM_FACT_GI2.ROUTING_POINT_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (2) · IRF_USER_DATE_GEN_1.SATISFACTION (2)
calculation:
None (6) · Calculated as AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS (2) · Calculated as AG2_CHAT_THREAD_STATS.HANDLE_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS (2) · Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (2) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. (2)
usedIn:
None (6) · Predictive Routing Detail Report (2) · Survey Answer Report (2) · Survey Statistics Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
Other values:

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