Drilldown: GCXI Attribute

Agent (2) · Business Attribute (2) · Co-browse (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 (16)

None (16)

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

None · Queue Type · ID · First Name · Employee ID · Last Name · User Name · Survey Answer (Str) · Priority Range 1000 · Last VQueue Type · Media Name Code · User Disposition Type · Media Type · Target Last VQueue Type · Milestone Name · Milestone Path · Priority Range 10 · Priority Range 100 · Priority Range 5 · Survey Answer (Int)

Other values: ; Age Range 1 day Age Range 1 hour Age Range 1 week Age Range 15 min Age Range 4 hour Age Range 8 hour Age Range Minutes Agent Name Bail Out Milestone Bail Out Milestone Path Business Value Range 10 Business Value Range 100 Business Value Range 1000 Business Value Range 5 Business Value Range 50 Business Value Range 500 CallTypeDESC Country Code Custom Dimension Attribute 1 Custom Dimension Attribute 2 Custom Dimension Attribute 3 Custom Dimension Attribute 4 Custom Dimension Attribute 5 Final Disposition Type Group Name Handling Resource Type Language Code Last Agent Name Last Milestone Path Priority Range 50 Priority Range 500 QA Review Disposition Code Source Last VQueue Type State Type State Type Code Strategy Type Strike Out Milestone Strike Out Milestone Path Target Last Queue Type Workbin Name

None (4) · 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 (8) · queueandnone_lov (2) · queuegroup_lov (2) · servicesubtype_lov (4) · servicetype_lov (4)

None (8) · @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_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) · CAL_DATE (2) · 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_WORKBIN_OWNER_NAME (2)

INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE (4) · INTERACTION_FACT_GI2.START_TS_TIME (4) · INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE (4) · DATE_TIME.LABEL_YYYY_MM_DD_HH24 (4) · INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT (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.CAL_DATE 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_RESOURCE_FACT_GI2.END_TS_TIME INTERACTION_RESOURCE_FACT_GI2.START_TS_TIME INTERACTION_RES_FACT_TRNSFR_GI2.IF_START_TS_TIME 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_IVR.RESOURCE_NAME RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’) ROUTING_TARGET.ROUTING_TARGET_TYPE ROUTING_TARGET.TARGET_OBJECT_SELECTED SDR_SESSION_FACT.INTERACTION_ID 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 WORKBIN.WORKBIN_OWNER_NAME ‘UNKNOWN’ ’NO VALUE’))

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

Other values: ; Abandon Delay Report Agent Activity Agent Conduct Report Agent Group Interaction Handling 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 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 AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report 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 (14)

None (2) · yes (14)

None (16)

None (16)

Other values: ; AgentAgentGroup BusinessAttributeCustomerSegment BusinessAttributeServiceSubtype BusinessAttributeServiceType BusinessAttributeSourceCustomerSegment DetailHandlingAttemptCaseID DetailHandlingAttemptFrom DetailHandlingAttemptGUID DetailHandlingAttemptHandlingAttemptEnd DetailHandlingAttemptHandlingAttemptStart DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResult DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultReason DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultReasonRole DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultRoleReason DetailHandlingAttemptInteractionStartTime DetailHandlingAttemptLastIVR DetailHandlingAttemptLastQueue DetailHandlingAttemptMediaServerIxnGuid DetailHandlingAttemptRootID DetailHandlingAttemptRoutingTarget DetailHandlingAttemptRoutingTargetSelected DetailHandlingAttemptRoutingTargetType DetailHandlingAttemptSourceName DetailHandlingAttemptSourceTechnicalResultReasonRole DetailHandlingAttemptSourceType DetailHandlingAttemptStartTimestamp DetailHandlingAttemptTechnicalResult DetailHandlingAttemptTechnicalResultReason DetailHandlingAttemptTechnicalResultRoleReason DetailHandlingAttemptTo DetailTransferSourceLastQueue DetailTransferSourceServiceSubtype DetailTransferSourceServiceType DetailTransferSourceTechnicalResult DetailTransferSourceTechnicalResultReason DetailTransferSourceTechnicalResultReasonRole DetailTransferSourceTechnicalResultRoleReason DetailTransferStartTimestamp DetailTransferTargetCustomerSegment iWDClassificationInteractionSubtype iWDClassificationInteractionType iWDClassificationMediaType iWDTimeHour iWDTimeQuarter QueueQueueGroup QueueWorkbinOwner TimeDate TimeDateRange TimeDay TimeHour TimeMonth TimeMonthYearAgo TimeMonthYearNext TimeQuarter TimeSubhour TimeWeek TimeYear UserDataExampleCategory UserDataExampleClassifyActionabilityCategory UserDataExampleClassifySentimentCategory UserDataExampleInfluenceCategory