Drilldown: GCXI Metric

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GCXI Metric > usedIn : Chat Termination Report or PR Performance Dashboard or Predictive Routing - AHT & QUEUE

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type:
None (2) · Disposition (4)
mediaType:
None (2) · All (4) · Chat (2) · Voice (2)
dataType:
None (2) · Number (4)
folder:
Business Attribute > BA Customer (2) · Chat (2) · Queue (2) · Queue > Q Customer (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (6) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · ??? (2) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · T_ACCEPTED (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (6) · 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_ID_*.ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (2)
calculation:
None (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (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 Business Attribute > Avg Accept Time Agent metric. (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 > Terminated and Chat > Media Session 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 Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · ChatAgentTerminated (2) · ChatAvgSessionTime (2) · ChatCustomerTerminated (2) · ChatMediaSession (2) · ChatPercentAgentTerminated (2) · ChatPercentCustomerTerminated (2) · ChatPercentSessionInactive (2) · ChatSessionInactive (2) · ChatTerminatedDuetoOtherReasons (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2) · QueueQueuePredictiveRoutingPercentError (2)

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