Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Group Queue Business Attribute Report or Agent Outbound Campaign Report or Bot Dashboard

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type:
None (2) · Disposition (6)
mediaType:
None (4) · All (2) · Voice (4)
dataType:
None (4) · Number (4)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Chat (2) · Chat Bot (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2)
displaysInFolder:
None (8) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (6) · A_ACCEPTED (2) · A_CA_HANDLE_TIME_AVG (2) · A_CA_PREVIEW_TIME_AVG (2) · A_ENGAGE_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME (2) · A_HOLD_TIME_AVG (2) · A_OFFERED (2) · A_TRANSFER_INIT_AGENT (2) · A_WRAP_TIME (2) · A_XFER_RECEIVED_ACCEPTED (2) · CA_PREVIEW_TIME (2)
dbTable:
None (8) · AG2_AGENT_CAMPAIGN_[*].PREVIEW_TIME (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_QUEUE_[*].ACCEPTED (2) · AG2_AGENT_QUEUE_[*].OFFERED (2) · AG2_AGENT_QUEUE_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_AGENT_QUEUE_[*].XFER_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_BGS_SESSION_*.CUSTOMER_TERMINATED (2) · AG2_BGS_SESSION_*.FAILED (2) · AG2_BGS_SESSION_*.INITIATED (2) · AG2_BGS_SESSION_*.MESSAGES_RECEIVED (2) · AG2_BGS_SESSION_*.MESSAGES_SENT (2) · AG2_BGS_SESSION_*.SESSION_TIME (2) · AG2_CHAT_STATS_*.BOTS (2) · AG2_CHAT_STATS_*.SESSIONS (2) · AG2_CHAT_STATS_*.SESSIONS_WITH_BOT (2) · AG2_CHAT_STATS_*.SESSION_ONLY_WITH_BOT (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (8) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview metrics. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. (2) · Calculated based on the following metrics from the Outbound Contact > Agent Contact folder: Handle Time, Accepted, and Consult Received Accepted. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the value of the Chat Bot > Session Time metric. (2)
usedIn: (Click arrow to add another value)
cloud:
no (2) · yes (6)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityQueueAccepted (2) · AgentActivityQueueOffered (2) · AgentActivityQueueTransferInitiatedAgent (2) · AgentActivityQueueTransferReceivedAccepted (2) · AgentActivityWrapTime (2) · ChatAvgBotsperSessionwithBot (2) · ChatBotAvgSessionTime (2) · ChatBotCustomerTerminated (2) · ChatBotFailed (2) · ChatBotInitiated (2) · ChatBotMessagesReceived (2) · ChatBotMessagesSent (2) · ChatBotSession (2) · ChatBotSessionTime (2) · ChatBotStarted (2) · ChatMediaSession (2) · ChatPercentSessionOnlywithBot (2) · ChatPercentSessionwithBot (2) · ChatSessionOnlywithBot (2) · ChatSessionwithBot (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2)

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