Drilldown: GCXI Metric

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GCXI Metric > internalMetricID : IA_BUSY_TIME_PCT or None & usedIn: None

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type:
None (12) · Detail (2) · Disposition (16) · Interval (2)
mediaType:
None (20) · All (8) · All (except Chat) (2) · All (except Email) (4) · Chat (6) · email (2) · Open (sync) (2) · Voice (6)
dataType:
None (20) · Disposition (2) · Number (12)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Summarized State (2) · Billing Data (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Chat (2) · Chat > Agent (2) · Chat > Thread (2) · Chat Bot (2) · Co-browse (2) · Designer (2) · Designer > Activity (2) · Designer > Bot (2) · Designer > Session > Detail (2) · Designer > Session Block (2) · Designer > Survey (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · iWD (2) · iWD > Agent (2) · iWD > Email (2) · iWD > Queue (2) · iWD > Service Objects (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2) · Service Objects (2)
displaysInFolder:
None (24) · Agent > Activity > Queue (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (24) · "none" (2)
displaysInFolder Premise:
None (24)
internalMetricID: (Click arrow to add another value)
dbTable:
None (18)
Other values:
calculation:
None (20) · "iWD\Email\Sent" - "iWD\Email\Sent QA Review" (2) · 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 AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS (2) · Calculated as AG2_CHAT_THREAD_STATS.HANDLE_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS (2) · Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. (2) · Calculated as Canceled - Canceled Autocompleted (2) · Calculated as Completed - Completed Agent (2) · Calculated as Completed Agent + Canceled Agent (2) · Calculated as Finished - Finished Agent (2) · Calculated as the difference between SDR_SESSION_FACT.END_TS_MS and SDR_SESSION_FACT.START_TS_MS. (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time. (2) · Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time. (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 value of First Response Wait Time minus the value of First Agent Wait Time. (2) · Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric. (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 Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics. (2) · Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME). (2) · Calculated based on the following Business Attribute > BA Customer metrics: Influence Score, Sentiment Influence Entered Diff, Sentiment Score, Sentiment Factor, Entered with Sentiment. (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 value of the Chat Bot > Failed metric. (2) · Count([Resource Key BDS]) (2) · Intent Duration / Intent Hits (2) · Max([Max Date]) (2) · Max([Start Date Time Key]) (2) · Self Service Bot Duration / Entered Bot in Self Service (2) · Self Service No Bot Duration / Entered No Bot in Self Service (2) · SS_DURATION - SS_BOTS_DURATION (2) · SS_ENTERED - SS_BOTS_ENTERED (2) · Sum("CMPL_TASK_COUNT Standard Response") (2) · The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period. (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · no (4) · yes (22)
premise:
None (2) · no (2) · yes (24)
project:
None (24) · IWD (2)
notproject:
None (24)
anchor:
Other values:

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