Drilldown: GCXI Metric

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GCXI Metric > usedIn : Bot Dashboard or Interaction Handling Attempt Report or Transfer Dashboard

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type:
None (2) · Date (2) · Detail (2) · Disposition (6)
mediaType:
None (8) · All (4) · All (except Email) (4) · Voice (4)
dataType:
None (8) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Chat (2) · Chat Bot (2) · Detail > Handling Attempt (2)
displaysInFolder:
None (10) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (10)
displaysInFolder Premise:
None (10)
internalMetricID:
None (8) · A_CONFERENCE_INITIATED (2) · A_TRANSFER_INIT_AGENT (2) · IRF_CONFERENCE_INITIATED_TIME (2) · IRF_CONFERENCE_RECEIVED_TIME (2) · IRF_CUSTOMER_ACW_DURATION (2) · IRF_CUSTOMER_DIAL_DURATION (2) · IRF_CUSTOMER_HANDLE_TIME (2) · IRF_CUSTOMER_HOLD_DURATION (2) · IRF_CUSTOMER_RING_DURATION (2) · IRF_CUSTOMER_TALK_DURATION (2) · IRF_INTERACTION_ID??? (2) · IRF_QUEUE_TIME (2) · IRF_RESPONSE_TIME (2) · IRF_ROUTING_POINT_TIME (2) · IRF_TIME (2)
dbTable:
None (10) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_WARM (2) · AG2_AGENT_*.XFER_INITIATED_WARM (2) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (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_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION (2)
calculation:
None (10) · Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. (2) · Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. (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 Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent 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 (8)
premise:
yes (10)
project:
None (10)
notproject:
None (10)
anchor:
Other values:

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