Drilldown: GCXI Metric

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GCXI Metric > folder : Designer or Detail > Handling Attempt or iWD

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type:
None (4) · Date (2) · Detail (2)
mediaType:
None (4) · All (2) · All (except Email) (2) · Voice (2)
dataType:
None (4) · Character (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (6) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2)
displaysInFolder Cloud:
None (6) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · ??? (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)
dbTable:
None (4) · AG2_SDR_SESSION_*.DATE_TIME_KEY (2) · AG2_SDR_SESS_*.DATE_TIME_KEY (2) · AG2_SDR_SESS_MILESTONE_*.DATE_TIME_KEY (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) · IRF_USER_DATA_GEN_1.REVENUE (2) · IRF_USER_DATA_GEN_1.SATISFACTION (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 (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) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as iWD > Completed Overdue / iWD > Completed (2) · Calculated as Canceled - Canceled Autocompleted (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 INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (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) · 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 (6) · Capture Point Business Value Report (2) · Capture Point Report (2) · Capture Point Task Duration Report (2) · Customer Segment Service Level Report (2) · Interaction Handling Attempt Report (2) · Intraday Process Report (2) · Task Age Report (2)
cloud:
None (2) · yes (6)
premise:
None (2) · no (2) · yes (6)
project:
None (6)
notproject:
None (6)
anchor:
Other values:

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