Drilldown: GCXI Metric

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

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type:
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 (4) · ??? (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_CC (2) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_AGENT_TIME (2) · Q_ACCEPTED_CC (2) · Q_ACCEPTED_OTHER_CC (2) · Q_ACCEPTED_THR (2) · Q_ACCEPTED_TIME (2) · Q_CLEARED_CC (2) · Q_CLEARED_TIME_CC (2) · Q_DISTRIBUTED_TIME_CC (2) · Q_ENGAGE_TIME_CC (2) · Q_ENTERED_CC (2) · Q_INVITE_CC (2) · Q_INVITE_TIME_CC (2) · Q_NOTACCEPTED_CC (2) · Q_OFFERED_CC (2) · Q_REDIRECTED_CC (2) · Q_ROUTED_OTHER_CC (2) · Q_STUCK_CC (2) · Q_TRANSFER_INIT_AGENT_CC (2)
dbTable:
None (4) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_TIME (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_TIME (2) · AG2_QUEUE_[*].ACCEPTED_TIME (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 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 > Entered and Queue > Q Consult > Entered metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted Agent and Queue > Q Consults > Consult Received Accepted metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted and Queue > Q Consults > Consult Accepted metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted in Threshold and Queue > Q Consults > Accepted in Threshold metrics. (2) · Calculated as the sum of the Queue > Q Customer > Accepted Other and Queue > Q Consults > Accepted Other metrics. (2) · Calculated as the sum of the Queue > Q Customer > Clear Time and Queue > Q Consults > Consult Clear Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Cleared and Queue > Q Consults > Cleared metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distribute Time and Queue > Q Consults > Distribute Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distributed and Queue > Q Consults > Distributed metrics. (2) · Calculated based on the following metrics from the Queue > Engage Time, Queue > Q Consult > Consult Received Engage Time, and Queue > Q Consult > Consult Received Engage Warm Time. (2) · Calculated based on the Queue > Invite Time, Queue > Q Consults > Consult Received Invite Time, and Queue > Q Consults > Consult Received Invite Warm Time metrics. (2) · Calculated based on the Queue > Invite, Queue > Q Consults > Consult Received Invite, and Queue > Q Consults > Consult Received Invite Warm metrics. (2) · Calculated based on the Queue > Not Accepted and Queue > Q Consults > Consults Redirected metrics. (2) · Calculated based on the Queue > Offered and Queue > Q Consult > Consult Offered. (2) · Calculated based on the Queue > Q Customer > Redirected and Queue > Q Consults > Consult Redirected metrics. (2) · Calculated based on the Queue > Routed Other and Queue > Q Consults > Consult Routed Other metrics . (2) · Calculated based on the Queue > Stuck and Queue > Q Consults > Consult Stuck metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Q Consults > Consult Transfer Initiated Agent metrics. (2)
usedIn:
None (4) · Interaction Handling Attempt Report (2) · Queue Outline Report (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
DetailHandlingAttemptAbandonedWaiting (2) · DetailHandlingAttemptAbandonedWaitingTime (2) · DetailHandlingAttemptCustomerAlertTime (2) · DetailHandlingAttemptCustomerEngageTime (2) · DetailHandlingAttemptCustomerHandleTime (2) · DetailHandlingAttemptInteractionDuration (2) · DetailHandlingAttemptQueueTime (2) · DetailHandlingAttemptResponseTime (2) · DetailHandlingAttemptRevenue (2) · DetailHandlingAttemptRoutingPointTime (2) · DetailHandlingAttemptSatisfaction (2) · DetailHandlingAttemptTotalDuration (2) · DetailHandlingAttemptTransferInitiatedAgent (2) · QueueCustomerAndConsultsAccepted (2) · QueueCustomerAndConsultsAcceptedAgent (2) · QueueCustomerAndConsultsAcceptedAgentinThreshold (2) · QueueCustomerAndConsultsAcceptedinThreshold (2) · QueueCustomerAndConsultsAcceptedOthers (2) · QueueCustomerAndConsultsAcceptTime (2) · QueueCustomerAndConsultsAcceptTimeAgent (2) · QueueCustomerAndConsultsCleared (2) · QueueCustomerAndConsultsClearTime (2) · QueueCustomerAndConsultsDistributed (2) · QueueCustomerAndConsultsDistributeTime (2) · QueueCustomerAndConsultsEngageTime (2) · QueueCustomerAndConsultsEntered (2) · QueueCustomerAndConsultsInvite (2) · QueueCustomerAndConsultsInviteTime (2) · QueueCustomerAndConsultsNotAccepted (2) · QueueCustomerAndConsultsOffered (2) · QueueCustomerAndConsultsRedirected (2) · QueueCustomerAndConsultsRoutedOther (2) · QueueCustomerAndConsultsTransferInitiatedAgent (2) · Stuck (2)

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