Drilldown: GCXI Attribute

Agent (2) · Agent > Group Membership (2) · Business Attribute (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (2) · iWD (2) · iWD > Agent (2) · iWD > Time (2) · Queue (2) · Time (2) · User Data Example (2)

None (10) · Agent > Activity (4) · Agent > Activity > Activity User Data Example (2) · Agent > Activity > Queue (2) · Agent > State and Reason (2) · Business Attribute > BA User Data Example (2) · Chat > Agent (2) · Co-browse (2) · Detail > Transfer (4) · Outbound Contact > Agent Contact (4) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Queue User Data Example (2)

None (14)

None (14)

Text · Number · None · Character · Datetime · Date · Char · SDR_SURVEY_ANSWERS.SURVEY_ANSWER_INT, SDR_SURVEY_ANSWERS.SURVEY_ANSWER_STR · Other

None (14) · Employee ID (2) · First Name (2) · Handling Resource Type (2) · Last Name (2) · Last VQueue Type (2) · Queue Type (2) · Source Last VQueue Type (2) · State Type (2) · Strategy Type (2) · Target Last Queue Type (2) · User Name (2) · Workbin Name (2)

None (6) · agentgroup_lov (2) · categoryname_lov (2) · clactionabilitycategory, name_lov (2) · clsentimentcategoryname_lov (2) · customersegment_lov (4) · daterange_lov (2) · hour_lov (4) · influencecategoryname_lov (2) · none (6) · queueandnone_lov (2) · queuegroup_lov (2) · queue_lov (4) · servicesubtype_lov (4) · servicetype_lov (4)

None (6) · @A_CLASSIFY_ACTIONABILITY_CTGNAME, @T_CLASSIFY_ACTIONABILITY_CTGNAME (2) · @A_CLASSIFY_SENTIMENT_CTGNAME, @T_CLASSIFY_SENTIMENT_CTGNAME (2) · @A_CTGNAME, @T_CTGNAME (2) · @A_INFLUENCE_CATEGORY_CTGNAME, @T_INFLUENCE_CATEGORY_CTGNAME (2) · A_AGENT_NAME, CA_AGENT_NAME, AD_AGENT_NAME, SO_AGENT_NAME, IA_AGENT_NAME (2) · A_CUSTOMER_SEGMENT, A_CA_CUSTOMER_SEGMENT, T_CUSTOMER_SEGMENT, CA_CUSTOMER_SEGMENT, Q_CUSTOMER_SEGMENT (4) · A_QUEUE_GROUP, Q_QUEUE_GROUP (2) · A_SERVICE_SUBTYPE, A_CA_SERVICE_SUBTYPE, CA_SERVICE_SUBTYPE, T_SERVICE_SUBTYPE, Q_SERVICE_SUBTYPE (4) · A_SERVICE_TYPE, A_CA_SERVICE_TYPE, CA_SERVICE_TYPE, T_SERVICE_TYPE, Q_SERVICE_TYPE (4) · DATE_RANGE (2) · F_DAY, DAY (2) · F_HOUR, HOUR (2) · F_MONTH, MONTH (2) · F_QRTR, QRTR (4) · F_SUBHR, SUBHR (2) · F_WEEK, WEEK (2) · F_YEAR, YEAR (2) · MONTH_YEAR_AGO (2) · MONTH_YEAR_NEXT (2) · Q_QUEUE (2) · Q_WORKBIN_OWNER_NAME (2) · Q_WORKBIN_TYPE_CODE, Q_WORKBIN_RESOURCE_NAME (2)

INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE (4) · INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT (4) · INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE (4) · DATE_TIME.LABEL_YYYY_MM_DD_HH24 (4) · DATE_TIME.LABEL_YYYY_QQ (4)

Other values: ; 'NO_VALUE')) 'UNKNOWN' COBROWSE_FACT_GI2.IMEDIA_SERVER_IXN_GUID COBROWSE_FACT_GI2.MEDIA_SERVER_IXN_GUID DATE_TIME.LABEL_YYYY DATE_TIME.LABEL_YYYY_MM DATE_TIME.LABEL_YYYY_MM_DD DATE_TIME.LABEL_YYYY_MM_DD_HH24_15INT DATE_TIME.LABEL_YYYY_MM_DD_HH24_30INT or FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24_15INT DATE_TIME.LABEL_YYYY_WE DATE_TIME_YEAR_AGO.LABEL_YYYY_MM DATE_TIME_YEAR_NEXT.LABEL_YYYY_MM Depending on the value of ROUTING_TARGET_TYPE_CODE FORECAST_DATE_TIME.LABEL_YYYY FORECAST_DATE_TIME.LABEL_YYYY_MM FORECAST_DATE_TIME.LABEL_YYYY_MM_DD FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24 FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24_30INT FORECAST_DATE_TIME.LABEL_YYYY_QQ GROUP_A.GROUP_NAME (WHERE GROUP_.GROUP_TYPE_CODE in ('AGENT' GROUP_Q.GROUP_NAME (WHERE GROUP_TYPE_CODE in ('QUEUE' INTERACTION_DESCR_RCV_GI2.CUSTOMER_SEGMENT INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_GUID INTERACTION_FACT_GI2.MEDIA_SERVER_ROOT_IXN_ID INTERACTION_FACT_GI2.SOURCE_ADDRESS INTERACTION_FACT_GI2.TARGET_ADDRESS INTERACTION_TYPE.[INTERACTION_TYPE_NAME] INTERACTION_TYPE.[INTERACTION_TYPE_SUBTYPE] IRF_USER_DATA_GEN_1.CASE_ID MEDIA_TYPE.[MEDIA_TYPE_NAME] one of the following or NULL: *ROUTING_TARGET.AGENT_GROUP_NAME *ROUTING_TARGET.PLACE_GROUP_NAME *ROUTING_TARGET.SKILL_EXPRESSION RELATIVE_RANGE.RANGE_NAME RESOURCE_.RESOURCE_NAME RESOURCE_.RESOURCE_TYPE RESOURCE_GI2.AGENT_NAME RESOURCE_IVR.RESOURCE_NAME RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE='QUEUE') RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’) RESOURCE_RCV_Q.RESOURCE_NAME RESOURCE_STATE.STATE_NAME RESOURCE_TARGET.RESOURCE_NAME RESOURCE_VQ.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’) ROUTING_TARGET.ROUTING_TARGET_TYPE ROUTING_TARGET.TARGET_OBJECT_SELECTED SDR_SESSION_FACT.INTERACTION_ID STRATEGY.STRATEGY_NAME TECHNICAL_DESCRIPTOR.RESOURCE_ROLE TECHNICAL_DESCRIPTOR.RESULT_REASON TECHNICAL_DESCRIPTOR.ROLE_REASON TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT USER_DATA_GEN_ES.CLASSIFY_ACTIONABILITY_CTGNAME USER_DATA_GEN_ES.CLASSIFY_SENTIMENT_CTGNAME USER_DATA_GEN_ES.CTGNAME WHERE RESOURCE_TYPE_CODE=’QUEUE’ WORKBIN.WORKBIN_OWNER_NAME WORKBIN.WORKBIN_TYPE_CODE ‘UNKNOWN’ ’NO VALUE’))

None (8) · Agent Group Queue Business Attribute Report (8) · Agent Group Business Attribute Report (6)

Other values: ; Abandon Delay Report Agent Activity Agent Conduct Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Interaction Hierarchy Report Agent Interaction State Agent Interval Based Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Report Agent Social Engagement Report Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Utilization Agent Utilization Email Report Agent Utilization Report Agent Wrap Report AHT Application Duration Report Application Summary Report Async Chat Dashboard Blocks Summary Report Bot Dashboard Bot Session Overall Bot Sessions Overall Business Metrics Executive Report Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Capture Point Business Value Report Capture Point Task Duration Report Chat Agent Stats Chat Engagement Report Chat Interaction Report Chat Interaction Stats Chat Message Statistics Report Chat Session Report Chat Termination Report Co-browse Detail Report Co-browse Summary Report Contact Center Dashboard Contact Center Report Contact List Effectiveness Report Customer Perspective Report Customer Segment Service Level Report Interaction Flow Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Intraday Process Report Milestone Summary Report Model Efficiency Pre-Agent Termination Report Predictive Routing - AHT & Queue Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Queue Dashboard Queue Outline Report Queue Report Queue Summary Report Resource Performance Report Sessions Handled by Bots Speed of Accept (hours) Report Speed of Accept (seconds) Report Survey Answer Report Survey Statistics Report Task Age Report Task Detail Report Task Routing Agent Activity Task Routing Agent Group Activity Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity Task Routing Detail Report Task Volume Report Task Work Detail Report Transfer Detail Report

None (2) · yes (12)

None (2) · yes (12)

None (14)

None (14)

Other values: ; AgentAgentGroup AgentGroupMembershipAgentName BusinessAttributeCustomerSegment BusinessAttributeServiceSubtype BusinessAttributeServiceType BusinessAttributeSourceCustomerSegment DetailHandlingAttemptCaseID DetailHandlingAttemptFrom DetailHandlingAttemptGUID DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResult DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultReason DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultReasonRole DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultRoleReason DetailHandlingAttemptHandlingResource DetailHandlingAttemptLastIVR DetailHandlingAttemptLastQueue DetailHandlingAttemptLastVQueue DetailHandlingAttemptMediaServerIxnGuid DetailHandlingAttemptResourceState DetailHandlingAttemptRootID DetailHandlingAttemptRoutingTarget DetailHandlingAttemptRoutingTargetSelected DetailHandlingAttemptRoutingTargetType DetailHandlingAttemptSourceName DetailHandlingAttemptSourceTechnicalResultReasonRole DetailHandlingAttemptSourceType DetailHandlingAttemptStrategyName DetailHandlingAttemptTechnicalResult DetailHandlingAttemptTechnicalResultReason DetailHandlingAttemptTechnicalResultRoleReason DetailHandlingAttemptTo DetailTransferSourceLastQueue DetailTransferSourceLastVQueue DetailTransferSourceServiceSubtype DetailTransferSourceServiceType DetailTransferSourceTechnicalResult DetailTransferSourceTechnicalResultReason DetailTransferSourceTechnicalResultReasonRole DetailTransferSourceTechnicalResultRoleReason DetailTransferTargetCustomerSegment DetailTransferTargetLastQueue iWDClassificationInteractionSubtype iWDClassificationInteractionType iWDClassificationMediaType iWDTimeHour iWDTimeQuarter QueueQueue QueueQueueGroup QueueWorkbinOwner QueueWorkbinType TimeDateRange TimeDay TimeHour TimeMonth TimeMonthYearAgo TimeMonthYearNext TimeQuarter TimeSubhour TimeWeek TimeYear UserDataExampleCategory UserDataExampleClassifyActionabilityCategory UserDataExampleClassifySentimentCategory UserDataExampleInfluenceCategory