Drilldown: GCXI Metric

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GCXI Metric > type: Disposition & internalMetricID : A_CONSULT_RCV_WARM_WRAP or None

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type: (Click arrow to add another value)
mediaType:
None (12) · All (6) · All (except Chat) (2) · All (except Email) (2) · Chat (8) · Open (sync) (2) · Voice (10)
dataType:
None (14) · Number (10)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Chat (2) · Chat Bot (2) · Co-browse (2) · Designer > Activity (2) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)
displaysInFolder:
None (18) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (18)
displaysInFolder Premise:
None (18)
internalMetricID: (Click arrow to add another value)
dbTable:
None (14)
Other values:
calculation:
None (16) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (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 the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). (2) · Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y. (2) · Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) · Calculated as the sum of the Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distributed and Queue > Q Consults > Distributed metrics. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time metrics. (2) · Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics. (2) · Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap metrics. (2) · Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics. (2) · Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics. (2) · Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence. (2) · Calculated based on the Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2) · Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2) · Calculated based on the value of the Chat Bot > Failed metric. (2) · Calculated based on the value of the Chat Bot > Messages Received metric. (2) · Calculated based on the value of the Chat Bot > Messages Sent metric. (2) · Calculated based on the value of the Chat Bot > Session Time metric. (2) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. (2) · CA_SIT_VACANT (2)
usedIn:
None (16) · Agent Transfer Summary Report (4) · Transfer Dashboard (4)
Other values:
cloud:
no (2) · yes (16)
premise:
yes (18)
project:
None (18)
notproject:
None (18)
anchor:
Other values:

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