Drilldown: GCXI Attribute

Agent (2) · Agent > Detail > Ixn State (2) · Agent > Detail > Session (2) · Agent > Detail > State (2) · Agent > Group Membership (2) · Agent > State and Reason (2) · Billing Data (2) · Business Attribute (2) · Callback (2) · Callback > Detail (2) · Chat (2) · Chat > Thread (2) · Chat Bot (2) · Co-browse (2) · Designer (2) · Designer > Bot (2) · Designer > Session (2) · Designer > Session > Detail (2) · Designer > Session Block (2) · Designer > Session Milestone (2) · Designer > Survey (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (2) · Detail > Transfer > Target User Data Example (2) · iWD (2) · iWD > Age (2) · iWD > Agent (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Queue (2) · iWD > Service Objects (2) · iWD > Time (2) · Predictive Routing (2) · Queue (2) · Service Objects (2) · Time (2) · User Data Call Survey (2) · User Data Example (2)

None (28) · Agent > Activity (6) · Agent > Activity > Activity Call Survey (2) · Agent > Activity > Activity User Data Example (2) · Agent > Activity > Queue (2) · Agent > Detail > State (2) · Agent > State and Reason (4) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (4) · Billing Data (2) · Business Attribute (2) · Business Attribute > BA Call Survey (2) · Business Attribute > BA Predictive Routing (2) · Business Attribute > BA User Data Example (2) · Chat > Agent (2) · Co-browse (2) · Designer > Activity (2) · Designer > Bot (2) · Designer > Session Block (2) · Designer > Session Milestone (2) · Detail > Handling Attempt > Handling Predictive Routing (4) · Detail > Handling Attempt > Handling User Data Example (2) · Detail > Transfer (4) · Detail > Transfer > Source User Data Example (2) · iWD > Agent (2) · Outbound Contact > Agent Contact (6) · Outbound Contact > Agent Contact > Agent Contact User Data Example (2) · Outbound Contact > Contact Attempt (4) · Outbound Contact > Contact Attempt > Contact Attempt User Data Example (2) · Queue (4) · Queue > Queue Predictive Routing (2) · Queue > Queue User Data Example (2)

None (32)

None (32)

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

None (32) · Employee ID (4) · User Name (4) · Queue Type (4) · First Name (4) · Last Name (4)

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 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 Final Disposition Type Handling Resource Type ID Language Code Last Milestone Path Last VQueue Type Media Name Code Media Type Milestone Name Milestone Path Priority Range 10 Priority Range 100 Priority Range 1000 Priority Range 5 Priority Range 50 Priority Range 500 Source Last VQueue Type State Type State Type Code Strategy Type Survey Answer (Int) Survey Answer (Str) Target Last Queue Type Target Last VQueue Type User Disposition Type Workbin Name

None (24) · agentgroup_lov (2) · callbackchannel_lov (2) · callbacktype_lov (2) · categoryname_lov (2) · clactionabilitycategory, name_lov (2) · clsentimentcategoryname_lov (2) · customersegment_lov (4) · daterange_lov (2) · Dynamically generated based on the configuration of your contact center. (businessresult_lov) (4) · Dynamically generated from information that describes the configuration of business results in your contact center. (2) · hour_lov (4) · influencecategoryname_lov (2) · interactionsubtype_lov (2) · interactiontype_lov (4) · none (14) · queueandnone_lov (2) · queuegroup_lov (2) · queue_lov (6) · servicesubtype_lov (4) · servicetype_lov (4)

None (28) · ??? (6) · A_BUSINESS_RESULT,A_CA_BUSINESS_RESULT,T_BUSINESS_RESULT,Q_BUSINESS_RESULT,CA_BUSINESS_RESULT (4) · F_YEAR, YEAR (4) · MONTH_YEAR_AGO (4) · MONTH_YEAR_NEXT (4) · CAL_DATE (4) · F_QRTR, QRTR (4) · A_SERVICE_SUBTYPE, A_CA_SERVICE_SUBTYPE, CA_SERVICE_SUBTYPE, T_SERVICE_SUBTYPE, Q_SERVICE_SUBTYPE (4) · A_CUSTOMER_SEGMENT, A_CA_CUSTOMER_SEGMENT, T_CUSTOMER_SEGMENT, CA_CUSTOMER_SEGMENT, Q_CUSTOMER_SEGMENT (4) · A_SERVICE_TYPE, A_CA_SERVICE_TYPE, CA_SERVICE_TYPE, T_SERVICE_TYPE, Q_SERVICE_TYPE (4) · F_MONTH, MONTH (4)

Other values: ; ?? @A_CLASSIFY_ACTIONABILITY_CTGNAME, @T_CLASSIFY_ACTIONABILITY_CTGNAME @A_CLASSIFY_SENTIMENT_CTGNAME, @T_CLASSIFY_SENTIMENT_CTGNAME @A_CTGNAME, @T_CTGNAME @A_INFLUENCE_CATEGORY_CTGNAME, @T_INFLUENCE_CATEGORY_CTGNAME AGM_END_TS_TIME AGM_START_TS_TIME A_AGENT_GROUP, CA_AGENT_GROUP, AD_AGENT_GROUP, LIST OF VALUES IA_AGENT_GROUP A_AGENT_NAME, CA_AGENT_NAME, AD_AGENT_NAME, SO_AGENT_NAME, IA_AGENT_NAME A_INTERACTION_SUBTYPE, CA_INTERACTION_SUBTYPE, T_INTERACTION_SUBTYPE, IF_INTERACTION_SUBTYPE, IRF_INTERACTION_SUBTYPE_CODE, IA_AGENT_INTERACTION_SUBTYPE, Q_INTERACTION_SUBTYPE, T_IRF_INTERACTION_SUBTYPE_CODE A_INTERACTION_TYPE, A_CA_INTERACTION_TYPE, T_INTERACTION_TYPE, IF_INTERACTION_TYPE, IRF_INTERACTION_TYPE, IA_AGENT_INTERACTION_TYPE, IRSF_INTERACTION_TYPE, Q_INTERACTION_TYPE, T_IRF_INTERACTION_TYPE A_QUEUE_GROUP, Q_QUEUE_GROUP CBF_CUSTOMER_NUMBER CBF_SERVICE_ID CB_CALLBACK_OFFER_TYPE CB_CALLBACK_TYPE CB_CALL_DIRECTION CB_CHANNEL CB_CONNECT_ORDER CB_DIAL_DIALOG_RESULT CB_FINAL_DIAL_RESULT CB_FINAL_TARGET CB_OFFER_TIMING CB_RESOURCE_NAME DATE_RANGE F_DAY, DAY F_HOUR, HOUR F_SUBHR, SUBHR F_WEEK, WEEK GROUP_COMBINATION_KEY IA_STATE_NAME INTERACTION_TYPE_GI2.INTERACTION_TYPE IRF_START_DATE_TIME_KEY IRSF_ADD_INFO IRSF_END_TS_TIME IRSF_START_TS_TIME IRSF_STATE Q_GROUP_COMBINATION_KEY Q_QUEUE Q_WORKBIN_OWNER_NAME Q_WORKBIN_TYPE_CODE, Q_WORKBIN_RESOURCE_NAME SESS_ACTIVE_FLAG SESS_END_TS_TIME SESS_SESSION_FACT_KEY SESS_START_TS_TIME STATE_ACTIVE_FLAG STATE_END_TS_TIME STATE_REASON_ACTIVE_FLAG STATE_REASON_CODE, IA_REASON_CODE STATE_START_TS_TIME STATE_STATE

None (6)

Other values:

None (30) · Interaction Handling Attempt Report (14) · Agent Queue Report (10) · Agent Group Queue Business Attribute Report (10)

Other values: ; Abandon Delay Report Abandoned Delay Report Agent Activity Agent Conduct Report Agent Detail Activity Report Agent Details Activity Report Agent Group Agent Group (Target) Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Interaction Hierarchy Report Agent Interaction State Agent Interval Based Report Agent Login-Logout Details Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Omnichannel Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Report Agent Social Engagement Report Agent State Details 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 Dashboard Capture Point 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 Dashboard Customer Segment Service Level Report CX Insights Schema Name ETL Audit Dashboard ETL Audit Dataset Inbound Voice Report Interaction Flow Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Intraday Backlog Summary Intraday Process Dashboard Intraday Process Report IVR Usage Report iWD DB Schema Report Milestone Path Analysis Report Milestone Summary Report Model Efficiency Pre-Agent Termination Report Predictive Routing - AHT & Queue Predictive Routing - AHT and QUEUE Predictive Routing - Model Efficiency Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Dashboard Predictive Routing Agent Occupancy Report (Active Time & Predictive) Predictive Routing Agent Occupancy Report (Active Time and Predictive) Predictive Routing Agent Occupancy Report (Interaction Time) Predictive Routing Detail Report Predictive Routing Operational Report Predictive Routing Queue Statistics Report Process Volume Report Queue Dashboard Queue Outline Report Queue Priority Range Report Queue Report Queue Summary Report Queue Task Duration Report Queue Throughput Report Resource Performance Dashboard Resource Performance Report Sessions Handled by Bots Speed of Accept (hours) Report Speed of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Survey Statistics Report Task Age Dashboard 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 (4) · no (4) · yes (28)

None (4) · no (2) · yes (30)

None (32)

None (32)

Other values: