Drilldown: GCXI Metric

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GCXI Metric > usedIn : Bot Dashboard or Queue Summary Report or Survey Statistics Report

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type:
None (4) · Disposition (6)
mediaType:
None (6) · All (4) · All (except Chat) (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (6) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (4)
folder:
Agent > Activity (2) · Chat (2) · Chat Bot (2) · Designer > Survey (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 Consults (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (10)
displaysInFolder Premise:
None (10)
internalMetricID:
None (6) · A_ACCEPTED (2) · QC_CONSULT_RECEIVED_ACCEPTED (2) · QC_CONSULT_RECEIVED_TIME (2) · Q_ABANDONED (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_MAX (2) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ACCEPTED_TIME_MAX (2) · Q_CLEARED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_ENGAGE_TIME (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · Q_HOLD_TIME (2) · Q_HOLD_TIME_AVG (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_TRANSFER_INIT_AGENT (2) · Q_TRANSFER_INIT_AGENT_PCT (2) · Q_WRAP_TIME (2) · Q_WRAP_TIME_AVG (2)
dbTable:
None (8) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_[*].ACCEPTED (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_QUEUE_GRP_[*].ABANDONED (2) · AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ACCEPTED (2) · AG2_QUEUE_GRP_[*].ENGAGE_TIME (2) · AG2_QUEUE_GRP_[*].HOLD_TIME (2) · AG2_QUEUE_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_QUEUE_GRP_[*].WRAP_TIME (2) · AG2_QUEUE_[*].ABANDONED (2) · AG2_QUEUE_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED (2) · AG2_QUEUE_[*].ENGAGE_TIME (2) · AG2_QUEUE_[*].HOLD_TIME (2) · AG2_QUEUE_[*].TRANSFER_INIT_AGENT (2) · AG2_QUEUE_[*].WRAP_TIME (2) · AG2_SDR_SURVEY_*.NO_INPUT_ERROR (2)
calculation:
None (10) · Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (2) · Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted 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 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 > Abandoned Waiting and Queue > Q Customer > Entered 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 > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2) · Calculated based on the value of the Chat Bot > Session Time metric. (2) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) 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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