Drilldown: GCXI Metric

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GCXI Metric > mediaType: Chat & dbTable: None

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type:
Disposition (8)
mediaType: (Click arrow to add another value)
dataType:
Number (8)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Customer (2) · Callback (2) · Queue (2) · Queue > Q Customer (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2)
displaysInFolder:
None (8) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (6) · CB_ABANDONED_WAITING_TIME_AVG (2) · CB_AGENT_ADDED_TO_IXN_AVG (2) · CB_CALLBACK_ABANDONED_PCT (2) · CB_CALLBACK_CONNECTED_PCT (2) · CB_CALLBACK_DECLINED_PCT (2) · CB_CALLBACK_OFFER_TIME_AVG (2) · CB_CALLBACK_SUCCESSFUL_PCT (2) · CB_CALLBACK_UNSUCCESSFUL_PCT (2) · CB_CONN_WAITING_AGENT_TIME_AVG (2) · CB_SAVED_TIME_AVG (2) · Q_ABANDONED_INVITE_CC (2) · Q_ABANDONED_INVITE_PCT (4) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT_CC (2) · Q_ABANDONED_SHORT_PCT (2) · Q_ABANDONED_STANDARD_CC (2) · Q_ABANDONED_STANDARD_TIME_MAX (2) · Q_ABANDONED_STANDARD_TIME_MAX_CC (2) · Q_ABANDONED_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1_PCT, Q_ABANDONED_STI_2_PCT, and so on) (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_CC (2) · Q_ABANDONED_WAIT_CC (2) · T_ABANDONED_INVITE_PCT (4) · T_ABANDONED_PCT (2) · T_ABANDONED_SHORT_PCT (2) · T_ABANDONED_STANDARD_TIME_MAX (2) · T_ABANDONED_TIME_AVG (2)
dbTable: (Click arrow to add another value)
calculation:
Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (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 > Abandoned Inviting and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated as the sum of the Queue > Abandoned Waiting Time and Queue > Q Consults > Consult Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Customer and Consults > Abandoned Inviting and Queue > Customer and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) · Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. (2) · Calculated based on the > Q Customer & Consults > Abandoned Waiting ST > Abandoned Waiting ST metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where is a value between 1 and 20). (2) · Calculated based on the Abandoned Inviting and Offered Business Attribute metrics. (2) · Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics. (2) · Calculated based on the Queue > Standard Abandoned Waiting and Queue > Q Consults > Consult Standard Abandoned Waiting metrics. (2) · Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time metric. (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Q Consults > Consult Short Abandoned Waiting metrics . (2) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. (2) · Refer to the Abandon Waiting For Agent and Accepted Callback metrics. (2) · Refer to the Callback > Callbacks and Callback > Added Agents metrics. (2) · Refer to the Callback > Callbacks and Callback > Offer Time metrics. (2) · Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics. (2) · Refer to the Callback > Saved Time and Callback > Successful metrics. (2) · Refer to the Callback > Successful and Callback > Accepted callback metrics. (2) · Refer to the Callback > Successful and Callback > Accepted metrics. (2) · Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics. (2) · Refer to the Callback > Customer Connected and Accepted metrics. (2) · Refer to the Callback > Offered and Accepted metrics. (2)
usedIn:
None (8) · Abandon Delay Report (2) · Agent Wrap Report (2) · Callback Summary Report (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Interaction Volume Business Attribute Report (2) · Pre-Agent Termination Report (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)
cloud:
yes (8)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
AgentActivityPercentAbandonedInviting (2) · AgentActivityQueuePercentAbandonedInviting (2) · AgentStateandReasonInteractionStatePercentWrapInTime (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerMaxStandardAbandonedWaitingTime (2) · BusinessAttributeBACustomerPercentAbandonedInviting (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerPercentShortAbandonedWaiting (2) · CallbackAvgAddedAgents (2) · CallbackAvgOfferTime (2) · CallbackAvgSavedTime (2) · CallbackAvgTimetoAbandonWaitingForAgent (2) · CallbackAvgTimeToWaitForAnAgent (2) · CallbackDeclined (2) · CallbackPercentCustomerConnected (2) · CallbackPercentDeclined (2) · CallbackPercentSuccessful (2) · CallbackPercentUnsuccessful (2) · PercentAbandoned (2) · QueueAvgAbandonedWaitingTime (2) · QueueCustomerAndConsultsAbandonedInviting (2) · QueueCustomerAndConsultsAbandonedWaiting (2) · QueueCustomerAndConsultsAbandonedWaitingPercentAbandonedWaitingST120 (2) · QueueCustomerAndConsultsAbandonedWaitingTime (2) · QueueCustomerAndConsultsMaxStandardAbandonedWaitingTime (2) · QueueCustomerAndConsultsMaxStandardAbandonedWaitingTimeFmt (2) · QueueCustomerAndConsultsShortAbandonedWaiting (2) · QueueCustomerAndConsultsStandardAbandonedWaiting (2) · QueueCustomerMaxStandardAbandonedWaitingTime (2) · QueueCustomerMaxStandardAbandonedWaitingTimeFmt (2) · QueuePercentAbandonedInviting (2) · QueuePercentAbandonedWaiting (2) · QueuePercentShortAbandonedWaiting (2) · QueueQCustomerConsultsStandardAbandonedWaitingTime (2)

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