Drilldown: GCXI Metric

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GCXI Metric > mediaType: All & internalMetricID : Q_ACCEPTED_TIME_MAX or None

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type:
None (2) · Date (2) · Detail (2) · Disposition (6) · Interval (2)
mediaType: (Click arrow to add another value)
dataType:
Number (8)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (2) · Queue (2) · Queue > Q Customer (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)
displaysInFolder:
None (8) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID: (Click arrow to add another value)
dbTable:
None (8) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_ENGAGE_TIME + AG2_AGENT_*.XFER_ACCEPTED_HOLD_TIME (2) · AG2_AGENT_*.XFER_ACCEPTED_WARM (2) · AG2_AGENT_*.XFER_INITIATED_WARM (2) · AG2_AGENT_CUSTOMER_TALK_COUNT (2) · AG2_AGENT_GRP_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_GRP_[*].SATISFACTION (2) · AG2_AGENT_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_[*].SATISFACTION (2) · AG2_QUEUE_*.GPM_ERROR (2) · AG2_QUEUE_ACC_AGENT_*.ACCEPTED_AGENT (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_[*].ACCEPTED_TIME_MAX (2) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (4) · IF_IRF_GPM_FACT_GI2.CONF_INIT_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.REVENUE (2) · IF_IRF_GPM_FACT_GI2.ROUTING_POINT_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME (2) · IRF_USER_DATE_GEN_1.SATISFACTION (2)
calculation:
None (8) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (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 the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (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 IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (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 > 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 Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (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)
usedIn:
None (8) · Agent Interaction Hierarchy Report (2) · Agent Omnichannel Activity Report (2) · Agent Queue Report (2) · Agent Transfer Summary Report (2) · Business Metrics Executive Report (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Customer Perspective Report (2) · Interaction Traffic Report (2) · Interaction Volume Business Attribute Email Report (2) · Interaction Volume Business Attribute Report (2) · Model Efficiency (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing Detail Report (2) · Predictive Routing Operational Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2) · Transfer Dashboard (2) · Transfer Detail Report (2)
cloud:
yes (8)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
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