Drilldown: GCXI Metric

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GCXI Metric > usedIn : Bot Dashboard or Chat Termination Report or Predictive Routing AB Testing Report

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type:
None (2) · Disposition (4)
mediaType:
None (6) · All (2) · Chat (2) · Voice (2)
dataType:
None (6) · Number (2)
folder:
Business Attribute > BA Customer (2) · Chat (2) · Chat Bot (2)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · ??? (2) · T_ACCEPTED (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_OFFERED (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (6) · 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_*.CUSTOMER_TERMINATED (2) · AG2_CHAT_STATS_*.SESSIONS (2) · AG2_CHAT_STATS_*.SESSIONS_AGENT_TERMINATED (2) · AG2_CHAT_STATS_*.SESSIONS_INACTIVE (2) · AG2_CHAT_STATS_*.SESSIONS_WITH_BOT (2) · AG2_CHAT_STATS_*.SESSION_ONLY_WITH_BOT (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_FCR_*.ACCEPTED_FCR (2)
calculation:
None (6) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (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 as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap metrics. (2) · Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Inactive and Chat > Media Session 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 Chat > Terminated and Chat > Media Session 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 (4)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerFirstContactResolutionResult (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerTransferRate (2) · ChatAgentTerminated (2) · ChatAvgBotsperSessionwithBot (2) · ChatAvgSessionTime (2) · ChatBotAvgSessionTime (2) · ChatBotCustomerTerminated (2) · ChatBotFailed (2) · ChatBotInitiated (2) · ChatBotMessagesReceived (2) · ChatBotMessagesSent (2) · ChatBotSession (2) · ChatBotSessionTime (2) · ChatBotStarted (2) · ChatCustomerTerminated (2) · ChatMediaSession (2) · ChatPercentAgentTerminated (2) · ChatPercentCustomerTerminated (2) · ChatPercentSessionInactive (2) · ChatPercentSessionOnlywithBot (2) · ChatPercentSessionwithBot (2) · ChatSessionInactive (2) · ChatSessionOnlywithBot (2) · ChatSessionwithBot (2) · ChatTerminatedDuetoOtherReasons (2)

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