Drilldown: GCXI Metric

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GCXI Metric > folder : Designer > Session or Detail > Handling Attempt or Queue > Queue Predictive Routing

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type:
None (2) · Date (2) · Detail (2) · Disposition (2)
mediaType:
None (2) · All (4) · All (except Email) (2) · Voice (2)
dataType:
None (4) · AG2_SDR_SESSION_*.DURATION (2) · Character (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6) · Designer > Session Milestone (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · ??? (4) · 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 (6) · AG2_QUEUE_*.GPM_ERROR (2) · AG2_QUEUE_*.GPR_ACTIVE (2) · AG2_QUEUE_GRP_*.GPM_ERROR (2) · AG2_QUEUE_GRP_*.GPR_ACTIVE (2) · AG2_SDR_SESSION_*.AGENT_ROUTED (2) · AG2_SDR_SESSION_*.AS_DURATION (2) · AG2_SDR_SESSION_*.AS_ENTERED (2) · AG2_SDR_SESSION_*.AS_TRANSFERRED (2) · AG2_SDR_SESSION_*.DN_ROUTED (2) · AG2_SDR_SESSION_*.QUEUE_ABANDONED (2) · AG2_SDR_SESSION_*.SESSIONS (2) · AG2_SDR_SESSION_*.SS_CONTAINED (2) · AG2_SDR_SESSION_*.SS_DURATION (2) · AG2_SDR_SESSION_*.SS_ENTERED (2) · GPM_FACT.AGENT_SCORE (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)
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 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) · Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. (2) · Calculated based on the Queue > Queue Predictive Routing > Agent Score and Queue > Queue Predictive Routing > Active metrics. (2) · Calculated based on the value of the Designer > Self-Service Duration metric. (2) · Calculated based on the value of the Designer > Session Duration metric. (2) · Calculated based on the value of the Designer > Assisted Service Duration metric. (2)
usedIn:
None (4) · Application Duration Report (2) · Application Summary Report (2) · Assisted Service Interactions by Last Milestone Report (2) · Interaction Handling Attempt Report (2) · Milestone Summary Report (2) · PR Performance Dashboard (2) · Predictive Routing Operational Report (2) · Predictive Routing Queue Statistics Report (2) · Self-Service Statistics Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
DesignerAbandonedinQueue (2) · DesignerAssistedServiceDuration (2) · DesignerAvgAssistedServiceDuration (2) · DesignerAvgSelfServiceDuration (2) · DesignerAvgSessionDuration (2) · DesignerSelfServiceDuration (2) · DesignerSession (2) · DesignerSessionContainedInSelfService (2) · DesignerSessionDuration (2) · DesignerSessionEnteredinAssistedService (2) · DesignerSessionRoutedtoAgent (2) · DesignerSessionRoutedtoDN (2) · DesignerSessionTransferredtoAssistedService (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) · QueueQueuePredictiveRoutingActive (2) · QueueQueuePredictiveRoutingAgentScore (2) · QueueQueuePredictiveRoutingAvgAgentScore (2) · QueueQueuePredictiveRoutingError (2) · QueueQueuePredictiveRoutingPercentError (2)

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