Drilldown: GCXI Metric

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GCXI Metric > folder : Co-browse or Detail > Handling Attempt or Detail > Transfer

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type:
Date (2) · Detail (2) · Disposition (2)
mediaType:
None (2) · All (2) · All (except Email) (2) · Voice (2)
dataType:
None (2) · Character (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · ??? (2) · IRF_CONFERENCE_INITIATED_TIME (2) · IRF_CONFERENCE_RECEIVED_TIME (2) · IRF_CUSTOMER_ACW_DURATION (2) · IRF_CUSTOMER_DIAL_DURATION (2) · IRF_CUSTOMER_HANDLE_TIME (2) · IRF_CUSTOMER_HOLD_DURATION (2) · IRF_CUSTOMER_RING_DURATION (2) · IRF_CUSTOMER_TALK_DURATION (2) · IRF_INTERACTION_ID??? (2) · IRF_QUEUE_TIME (2) · IRF_RESPONSE_TIME (2) · IRF_REVENUE (2) · IRF_ROUTING_POINT_TIME (2) · IRF_SATISFACTION (2) · IRF_TIME (2) · T_IRF_CUSTOMER_ENGAGE_TIME (2) · T_IRF_CUSTOMER_HOLD_TIME (2) · T_IRF_CUSTOMER_WRAP_TIME (2) · T_IRF_QUEUE_DURATION (2) · T_IRF_RCV_CUSTOMER_ACW_DURATION (2) · T_IRF_RCV_CUSTOMER_HOLD_DURATION (2) · T_IRF_RCV_CUSTOMER_TALK_DURATION (2) · T_IRF_RCV_QUEUE_DURATION (2)
dbTable:
None (4) · AG2_COBROWSE_AGENT_*.ENTERED (2) · AG2_COBROWSE_AGENT_*.HANDLE_TIME (2) · AG2_COBROWSE_AGENT_*.INTERACTIONS (2) · AG2_COBROWSE_AGENT_*.RW_SESSIONS (2) · AG2_COBROWSE_AGENT_*.SESSIONS (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONS_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.TRANSFER_INITIATED_AGENT (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION_RCV (2) · IRF_USER_DATA_GEN_1.REVENUE (2) · IRF_USER_DATA_GEN_1.SATISFACTION (2)
calculation:
None (4) · Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. (2) · Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS). (2) · Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (2) · Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. (2)
usedIn:
None (4) · Co-browse Summary Report (2) · Interaction Handling Attempt Report (2) · Transfer Detail Report (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
CobrowseAvgBeforeCobrowseStartedTime (2) · CobrowseAvgHandleTime (2) · CobrowseBeforeCobrowseStartedTime (2) · CobrowseEntered (2) · CobrowseHandleTime (2) · CobrowseInteractions (2) · CobrowseSessions (2) · CobrowseWriteSessions (2) · DetailHandlingAttemptAbandonedWaiting (2) · DetailHandlingAttemptAbandonedWaitingTime (2) · DetailHandlingAttemptConferenceInitiatedTime (2) · DetailHandlingAttemptConferenceReceivedTime (2) · DetailHandlingAttemptConsultInitiatedTime (2) · DetailHandlingAttemptCustomerAlertTime (2) · DetailHandlingAttemptCustomerDialTime (2) · DetailHandlingAttemptCustomerEngageTime (2) · DetailHandlingAttemptCustomerHandleTime (2) · DetailHandlingAttemptCustomerHoldTime (2) · DetailHandlingAttemptCustomerWrapTime (2) · DetailHandlingAttemptInteractionDuration (2) · DetailHandlingAttemptQueueTime (2) · DetailHandlingAttemptResponseTime (2) · DetailHandlingAttemptRevenue (2) · DetailHandlingAttemptRoutingPointTime (2) · DetailHandlingAttemptSatisfaction (2) · DetailHandlingAttemptTotalDuration (2) · DetailHandlingAttemptTransferInitiatedAgent (2) · DetailTransferInteractionDuration (2) · DetailTransferSourceCustomerEngageTime (2) · DetailTransferSourceCustomerHoldTime (2) · DetailTransferSourceCustomerWrapTime (2) · DetailTransferSourceQueueTime (2) · DetailTransferTargetCustomerEngageTime (2) · DetailTransferTargetCustomerHoldTime (2) · DetailTransferTargetCustomerWrapTime (2) · DetailTransferTargetQueueTime (2)

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