Drilldown: GCXI Metric

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GCXI Metric > folder : Co-browse or Detail > Handling Attempt or Queue > Q Consults

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type:
Date (2) · Detail (2) · Disposition (4)
mediaType:
None (2) · All (2) · All (except Chat) (2) · All (except Email) (2) · Open (sync) (2) · Voice (4)
dataType:
None (2) · Character (2) · Number (4)
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displaysInFolder:
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displaysInFolder Cloud:
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displaysInFolder Premise:
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internalMetricID:
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dbTable:
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calculation:
None (6) · 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) · Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics. (2) · Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics. (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 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) · Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. (2)
usedIn:
None (6) · Co-browse Summary Report (2) · Interaction Handling Attempt Report (2) · Queue Outline Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
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