Drilldown: GCXI Metric

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GCXI Metric > usedIn : Bot Dashboard or Chat Engagement Report or Predictive Routing Operational Report

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type:
None (4) · Disposition (6)
mediaType:
None (6) · All (4)
dataType:
None (6) · Number (4)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Chat (2) · Chat > Agent (2) · Chat Bot (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (8)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (6) · ??? (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_OFFERED (2)
dbTable:
None (8) · 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_AGENT.ACCEPTED (2) · AG2_CHAT_AGENT_*.FOCUS_TIME (2) · AG2_CHAT_AGENT_*.OFFERED (2) · AG2_CHAT_AGENT_GRP.ACCEPTED (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_ID_*.ACCEPTED (2)
calculation:
None (6) · Calculated as the difference between the time when the agent joins the chat and the time when the agent leaves the chat (or the time the chat ends). (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected 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 value of the Chat > Agent > Offered metric divided by the value of the Chat > Agent > Accepted metric. (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 (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time 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 Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error 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) · 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:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · ChatAgentAcceptanceRate (2) · ChatAgentAccepted (2) · ChatAgentEngagementHandleTime (2) · ChatAgentFocusTime (2) · ChatAgentOffered (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) · QueueQueuePredictiveRoutingPercentError (2)

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