Drilldown: GCXI Metric

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GCXI Metric > folder : Chat > Thread or Queue > Q Customer & Consults or iWD > Agent

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type:
None (4) · Disposition (2)
mediaType:
None (4) · All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (4) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · Q_ABANDONED_INVITE_CC (2) · Q_ABANDONED_SHORT_CC (2) · Q_ABANDONED_STANDARD_CC (2) · Q_ABANDONED_STANDARD_TIME_MAX_CC (2) · Q_ABANDONED_TIME_CC (2) · Q_ABANDONED_WAIT_CC (2) · Q_ACCEPTED_AGENT_CC (2) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_AGENT_TIME (2) · Q_ACCEPTED_CC (2) · Q_ACCEPTED_OTHER_CC (2) · Q_ACCEPTED_THR (2) · Q_ACCEPTED_TIME (2) · Q_CLEARED_CC (2) · Q_CLEARED_TIME_CC (2) · Q_DISTRIBUTED_TIME_CC (2) · Q_ENGAGE_TIME_CC (2) · Q_ENTERED_CC (2) · Q_HOLD_CC (2) · Q_INVITE_CC (2) · Q_INVITE_TIME_CC (2) · Q_NOTACCEPTED_CC (2) · Q_OFFERED_CC (2) · Q_REDIRECTED_CC (2) · Q_ROUTED_OTHER_CC (2) · Q_STUCK_CC (2) · Q_TRANSFER_INIT_AGENT_CC (2) · Q_WRAP_CC (2) · Q_WRAP_TIME_CC (2)
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_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) · 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)
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 iWD > Agent >Handle Time / iWD > Agent >Accepted (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 > Abandoned Inviting and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated as the sum of the Queue > Abandoned Waiting Time and Queue > Q Consults > Consult Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Customer and Consults > Abandoned Inviting and Queue > Customer and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated as the sum of the Queue > Entered and Queue > Q Consult > Entered metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted Agent and Queue > Q Consults > Consult Received Accepted metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted and Queue > Q Consults > Consult Accepted 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 > Accepted Other and Queue > Q Consults > Accepted Other metrics. (2) · Calculated as the sum of the Queue > Q Customer > Clear Time and Queue > Q Consults > Consult Clear Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Cleared and Queue > Q Consults > Cleared metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distribute Time and Queue > Q Consults > Distribute Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distributed and Queue > Q Consults > Distributed 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 > Standard Abandoned Waiting and Queue > Q Consults > Consult Standard Abandoned Waiting 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 > Offered and Queue > Q Consult > Consult Offered. (2) · Calculated based on the Queue > Q Customer > Redirected and Queue > Q Consults > Consult Redirected metrics. (2) · Calculated based on the Queue > Routed Other and Queue > Q Consults > Consult Routed Other metrics . (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Q Consults > Consult Short Abandoned Waiting metrics . (2) · Calculated based on the Queue > Stuck and Queue > Q Consults > Consult Stuck 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:
None (6) · Queue Outline 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:
Other values:

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