Drilldown: GCXI Attribute

Agent > State and Reason (2) · Business Attribute (2) · Designer > Session (2) · iWD (2) · iWD > Queue (2) · iWD > Service Objects (2) · Outbound Contact (2) · Predictive Routing (2) · Service Objects (2)

None · Outbound Contact > Agent Contact · Agent > Activity · Outbound Contact > Contact Attempt · Agent > State and Reason · Detail > Transfer · Agent > State and Reason > Interaction State > Interaction Predictive Routing · Detail > Handling Attempt > Handling Predictive Routing · Queue · iWD > Age · Detail > Handling Attempt > Handling User Data Example · Detail > Transfer > Source User Data Example · Queue > Queue Predictive Routing · iWD > Agent · iWD > Capture · iWD > Classification · Outbound Contact > Agent Contact > Agent Contact User Data Example · Outbound Contact > Contact Attempt > Contact Attempt User Data Example · iWD > Queue · Designer > Session Block · Designer > Session Milestone · Designer > Bot · Designer > Activity · Co-browse · Chat > Agent · Business Attribute > BA User Data Example · Business Attribute > BA Predictive Routing · Business Attribute > BA Call Survey · Business Attribute · Billing Data · Agent > State and Reason > Interaction State · Agent > Detail > State · Agent > Activity > Queue · Agent > Activity > Activity User Data Example · Agent > Activity > Activity Call Survey · Queue > Queue User Data Example · Other

None (14) · "none" (2) · none (2)

None (14)

None (10) · Number (4) · Text (10)

None (12) · Agent Name (2) · CallTypeDESC (2) · Country Code (2) · Custom Dimension Attribute 1 (2) · Custom Dimension Attribute 2 (2) · Custom Dimension Attribute 3 (2) · Custom Dimension Attribute 4 (2) · Custom Dimension Attribute 5 (2) · Final Disposition Type (2) · Group Name (2) · Language Code (2) · Media Name Code (2) · Media Type (2) · User Disposition Type (2)

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

None (10) · ??? (4) · A_CA_CAMPAIGN_GROUP_NAME, CA_CAMPAIGN_GROUP_NAME (2) · STATE_REASON_CODE, IA_REASON_CODE (2)

None (4)

Other values: ; AG2_AGENT_*.INTERACTION_TYPE_KEY AG2_AGENT_CAMPAIGN_*.INTERACTION_TYPE_KEY AG2_AGENT_GRP_*.INTERACTION_TYPE_KEY AG2_AGENT_QUEUE_*.INTERACTION_TYPE_KEY AG2_ID_*.INTERACTION_TYPE_KEY AG2_I_AGENT_*.INTERACTION_TYPE_KEY AG2_QUEUE_*.INTERACTION_TYPE_KEY AG2_QUEUE_ABN_*.INTERACTION_TYPE_KEY AG2_QUEUE_ACC_*.INTERACTION_TYPE_KEY AGENT_AGENT_ID CAMPAIGN.CAMPAIGN_NAME GPM_MODEL.MODEL GPM_PREDICTOR.PREDICTOR GPM_PREDICTOR.PREDICTOR_SWITCH GPM_RESULT.CUSTOMER_FOUND GPM_RESULT.GPM_MODE GPM_RESULT.GPM_RESULT GPM_RESULT.GPM_STATUS GROUP_CA.GROUP_NAME IF_IRF_GPM_FACT_GI2.INTERACTION_TYPE_KEY INTERACTION_RESOURCE_FACT_GI2.INTERACTION_TYPE_KEY INTERACTION_RES_FACT_TRNSFR.INTERACTION_TYPE_KEY INTERACTION_TYPE_GI2.INTERACTION_TYPE_KEY MEDIA_NAME_CODE MEDIA_TYPE MEDIA_TYPE. MEDIA_NAME MEDIA_TYPE.MEDIA_NAME MEDIA_TYPE.MEDIA_TYPE_KEY process.process_name queue.queue_name RESOURCE_STATE_REASON_GI2.HARDWARE_REASON RESOURCE_STATE_REASON_GI2.REASON_CODE RESOURCE_STATE_REASON_GI2.REASON_TYPE_CODE RESOURCE_STATE_REASON_GI2.SOFTWARE_REASON_KEY RESOURCE_STATE_REASON_GI2.SOFTWARE_REASON_VALUE SDR_CALL_DISPOSITION.DISPOSITION_CATEGORY SDR_CALL_DISPOSITION.FINAL_DISPOSITION SDR_CALL_TYPE.CALL_TYPE SDR_ENTRY_POINT.DNIS SDR_EXIT_POINT.APPLICATION_EXIT_POINT SDR_GEO_LOCATION.COUNTRY.NAME SDR_GEO_LOCATION.REGION SDR_LANGUAGE.LANGUAGE_NAME solution.solution_name

None (10) · Agent Not Ready Reason Code Report (4) · Predictive Routing AB Testing Report (4) · Predictive Routing AB Testing Report (Hour) (4) · Predictive Routing Agent Occupancy (4) · Predictive Routing Detail Report (4) · Predictive Routing Operational Report (4) · Predictive Routing Queue Statistics Report (4) · Interaction Handling Attempt Report (4) · Agent State Details Report (4) · Interaction Flow Report (4)

Other values: ; Abandon Delay Report Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interaction State Agent Interval Based Report Agent Login-Logout Details Report Agent Not Ready 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 Utilization Agent Utilization Report AHT Application Summary Report Bot Session Overall Business Metrics Executive 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 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 Customer Perspective Report Customer Segment Service Level 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 Milestone Path Analysis Report Milestone Summary Report Predictive Routing - AHT and QUEUE Predictive Routing - Model Efficiency 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) Process Volume Report Queue Dashboard Queue Outline Report Queue Priority Range Report Queue Report Queue Summary Report Queue Task Duration Report Resource Performance Dashboard Resource Performance Report Sessions Handled by Bots Speed of Accept (hours) Report Speed of Accept (seconds) Report Supervisor Dashboard 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 Volume Report Task Work Detail Report Transfer Detail Report

None (2) · no (2) · yes (14)

None (2) · no (2) · yes (14)

None (14)

None (14)

AgentStateandReasonReasonCode (2) · AgentStateandReasonReasonKey (2) · AgentStateandReasonReasonTypeCode (2) · AgentStateandReasonReasonValue (2) · BusinessAttributeInteractionKey (2) · DesignerSessionCallType (2) · DesignerSessionCountry (2) · DesignerSessionDNIS (2) · DesignerSessionExitPoint (2) · DesignerSessionFinalDisposition (2) · DesignerSessionLanguage (2) · DesignerSessionRegion (2) · DesignerSessionUserDisposition (2) · iWDAgentAgentName (2) · iWDCustomDim (2) · iWDDepartment (2) · iWDProcess (2) · iWDQueueQueue (2) · iWDSolution (2) · OutboundContactCampaignGroup (2) · PredictiveRoutingCustomerDataFound (2) · PredictiveRoutingMode (2) · PredictiveRoutingModel (2) · PredictiveRoutingPredictor (2) · PredictiveRoutingPredictorSwitch (2) · PredictiveRoutingResult (2) · PredictiveRoutingStatus (2) · ServiceObjectsInteractionDescriptorKey (2) · ServiceObjectsMediaType (2) · ServiceObjectsResourceGroup (2) · ServiceObjectsResourceName (2)