Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Interval Based Report or Bot Dashboard or Interaction Traffic Group Report

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type:
None (2) · Disposition (6) · Interval (2)
mediaType:
None (4) · All (4) · All (except Chat) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Chat (2) · Chat Bot (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (8) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (4) · A_ACCEPTED (2) · A_CONSULT_RECEIVED_ACCEPTED (2) · A_CONSULT_RECEIVED_TIME (2) · A_ENGAGE_TIME (2) · A_HOLD (2) · A_HOLD_TIME (2) · IA_ACTIVE_TIME (2) · IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_WRAP_IXN (2) · IA_WRAP_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2) · Q_ABANDONED (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_DISTRIBUTED_ (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2)
dbTable:
None (8) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD (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) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_QUEUE_GRP_[*].ABANDONED (2) · AG2_QUEUE_GRP_[*].ABANDONED_SHORT (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_ (2) · AG2_QUEUE_[*].ABANDONED (2) · AG2_QUEUE_[*].ABANDONED_SHORT (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].DISTRIBUTED_ (2)
calculation:
None (8) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (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 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 Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting 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:
AgentActivityAccepted (2) · AgentActivityConsultReceivedAccepted (2) · AgentActivityConsultReceivedTime (2) · AgentActivityEngageTime (2) · AgentActivityHold (2) · AgentActivityHoldTime (2) · AgentStateandReasonInteractionStateIxnWrap (2) · AgentStateandReasonInteractionStateIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonSummarizedStateActiveTime (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) · QueueAbandonedWaiting (2) · QueueAccepted (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgAcceptTime (2) · QueueCustomerDistributed (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2) · QueueShortAbandonedWaiting (2)

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Retrieved from "https://all.docs.genesys.com/Special:Drilldown/GCXI_Metric (2024-07-22 22:24:15)"