Drilldown: GCXI Metric

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GCXI Metric > mediaType: All & folder : Detail > Handling Attempt or Queue > Q Customer

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type:
None (2) · Date (2) · Detail (2) · Disposition (2)
mediaType: (Click arrow to add another value)
dataType:
Character (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · ??? (2) · IRF_CUSTOMER_HANDLE_TIME (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) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_TIME_MAX (2) · Q_CLEARED (2) · Q_CLEARED_STUCK (2) · Q_CLEARED_TIME (2) · Q_CLEARED_TIME_AVG (2) · Q_CLEARED_TIME_MAX (2) · Q_DATE_TIME_KEY (2) · Q_DATE_TIME_KEY_ABN (2) · Q_DATE_TIME_KEY_ANS (2) · Q_DISTRIBUTED_ (2) · Q_DISTRIBUTED_PCT (2) · Q_DISTRIBUTED_TIME (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_MAX (2) · Q_ENGAGE_TIME_AVG (2) · Q_GROUP_COMBINATION (2) · Q_GROUP_COMBINATION_ABN (2) · Q_GROUP_COMBINATION_ACC (2) · Q_HANDLE_TIME_AVG (2) · Q_NOTACCEPTED (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_ROUTED_OTHER (2)
dbTable:
None (4) · AG2_QUEUE_ABN_[*].DATE_TIME_KEY (2) · AG2_QUEUE_ABN_[*].GROUP_COMBINATION_KEY (2) · AG2_QUEUE_ACC_AGENT_[*].DATE_TIME_KEY (2) · AG2_QUEUE_ACC_AGENT_[*].GROUP_COMBINATION_KEY (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].CLEARED (2) · AG2_QUEUE_GRP_[*].CLEARED_STUCK (2) · AG2_QUEUE_GRP_[*].CLEARED_TIME (2) · AG2_QUEUE_GRP_[*].CLEARED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].DATE_TIME_KEY (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_ (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].REDIRECTED (2) · AG2_QUEUE_GRP_[*].ROUTED_OTHER (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_[*].CLEARED (2) · AG2_QUEUE_[*].CLEARED_STUCK (2) · AG2_QUEUE_[*].CLEARED_TIME (2) · AG2_QUEUE_[*].CLEARED_TIME_MAX (2) · AG2_QUEUE_[*].DATE_TIME_KEY (2) · AG2_QUEUE_[*].DISTRIBUTED_ (2) · AG2_QUEUE_[*].DISTRIBUTED_TIME (2) · AG2_QUEUE_[*].DISTRIBUTED_TIME_MAX (2) · AG2_QUEUE_[*].GROUP_COMBINATION_KEY (2) · AG2_QUEUE_[*].REDIRECTED (2) · AG2_QUEUE_[*].ROUTED_OTHER (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME (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 (4) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · 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 as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2)
usedIn:
None (4) · Interaction Handling Attempt Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Predicitive Routing Queue Statistics Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
Other values:

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