Drilldown: GCXI Attribute

Agent > State and Reason (2) · Business Attribute (2) · Outbound Contact (2) · Predictive Routing (2) · Service Objects (2) · User Data Example (2)

None (8) · Agent > Activity (2) · Agent > Activity > Activity User Data Example (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Business Attribute > BA Predictive Routing (2) · Business Attribute > BA User Data Example (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Queue > Queue Predictive Routing (2) · Queue > Queue User Data Example (2)

None (12)

None (12)

None (8) · Number (4) · Text (6)

None (10) · State Type Code (2)

None (10) · none (2)

None · ??? · A_CUSTOMER_SEGMENT, A_CA_CUSTOMER_SEGMENT, T_CUSTOMER_SEGMENT, CA_CUSTOMER_SEGMENT, Q_CUSTOMER_SEGMENT · F_YEAR, YEAR · MONTH_YEAR_AGO · MONTH_YEAR_NEXT · CAL_DATE · A_SERVICE_TYPE, A_CA_SERVICE_TYPE, CA_SERVICE_TYPE, T_SERVICE_TYPE, Q_SERVICE_TYPE · A_SERVICE_SUBTYPE, A_CA_SERVICE_SUBTYPE, CA_SERVICE_SUBTYPE, T_SERVICE_SUBTYPE, Q_SERVICE_SUBTYPE · F_MONTH, MONTH · F_QRTR, QRTR · A_BUSINESS_RESULT,A_CA_BUSINESS_RESULT,T_BUSINESS_RESULT,Q_BUSINESS_RESULT,CA_BUSINESS_RESULT · IRSF_START_TS_TIME · F_SUBHR, SUBHR · F_WEEK, WEEK · STATE_START_TS_TIME · GROUP_COMBINATION_KEY · IA_STATE_NAME · INTERACTION_TYPE_GI2.INTERACTION_TYPE · IRF_START_DATE_TIME_KEY

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_CA_CAMPAIGN_GROUP_NAME, CA_CAMPAIGN_GROUP_NAME A_CA_CAMPAIGN_NAME, CA_CAMPAIGN_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 CA_CALLING_LIST_NAME 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 IRSF_ADD_INFO IRSF_END_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_STATE

Other values: ; ag2_-_mn*.tenant_key ag2_agent*.tenant_key AG2_AGENT_*.INTERACTION_TYPE_KEY AG2_AGENT_*.USER_DATA_KEY1 ag2_agent_bgs_session*.tenant_key ag2_agent_campaign*.tenant_key AG2_AGENT_CAMPAIGN_*.CAMPAIGN_GROUP_KEY AG2_AGENT_CAMPAIGN_*.INTERACTION_TYPE_KEY AG2_AGENT_GRP_*.INTERACTION_TYPE_KEY AG2_AGENT_GRP_*.USER_DATA_KEY1 AG2_AGENT_QUEUE_*.INTERACTION_TYPE_KEY AG2_AGENT_QUEUE_*.USER_DATA_KEY1 ag2_campaign*.tenant_key AG2_CAMPAIGN_*.CAMPAIGN_GROUP_KEY ag2_chat_agent*.tenant_key ag2_chat_stat*.tenant_key ag2_id*.tenant_key AG2_ID_*.GPM_MODEL_KEY AG2_ID_*.GPM_PREDICTOR_KEY AG2_ID_*.INTERACTION_TYPE_KEY AG2_ID_*.USER_DATA_KEY1 AG2_I_AGENT_*.GPM_MODEL_KEY AG2_I_AGENT_*.GPM_PREDICTOR_KEY AG2_I_AGENT_*.INTERACTION_TYPE_KEY ag2_i_sess*.tenant_key ag2_i_state*.tenant_key ag2_queue*.tenant_key AG2_QUEUE_*.GPM_MODEL_KEY AG2_QUEUE_*.GPM_PREDICTOR_KEY AG2_QUEUE_*.INTERACTION_TYPE_KEY ag2_queue_abn*.time_range_key AG2_QUEUE_ABN_*.INTERACTION_TYPE_KEY ag2_queue_acc*.time_range_key AG2_QUEUE_ACC_*.INTERACTION_TYPE_KEY agr_scfg ctl_schema_info.schema_name GPM_MODEL.MODEL_ID GPM_PREDICTOR.PREDICTOR GPM_PREDICTOR.PREDICTOR_ID GPM_PREDICTOR.PREDICTOR_SWITCH GROUP_CA.GROUP_KEY IF_IRF_GPM_FACT_GI2.GPM_MODEL_KEY IF_IRF_GPM_FACT_GI2.GPM_PREDICTOR_KEY 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 resource_q.resource_name RESOURCE_STATE.STATE_NAME scfg_key Shows data from the RESOURCE_ GIM table for resource_type_code=”QUEUE”. USER_DATA_GEN_ES.GEN_ES_ID

None (8) · Predictive Routing Detail Report (3) · Interaction Flow Report (3) · Interaction Handling Attempt Report (3) · Predictive Routing AB Testing Report (3) · Predictive Routing AB Testing Report (Hour) (3) · Predictive Routing Agent Occupancy (3) · Predictive Routing Queue Statistics Report (3) · Predictive Routing Operational Report (3)

Other values: ; Abandon Delay Report Agent Activity Agent Conduct Report Agent Details Activity 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 Reason Code Report Agent Not Ready Report Agent Omnichannel Report Agent Outbound Campaign Report Agent Queue 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 Utilization Agent Utilization Report Agent Wrap Report AHT Bot Sessions Overall Business Metrics Executive Report Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat Agent Stats Chat Engagement Report Chat Interaction Stats Chat Message Statistics Report Chat Session Report Chat Termination Report Contact List Effectiveness Report Customer Perspective Report CX Insights Schema Name CX Insights Schema Version Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Pre-Agent Termination 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) Queue Outline Report Queue Summary Report Sessions Handled by Bots Speed of Accept (hours) Report Speed of Accept (seconds) Report Supervisor Dashboard Task Routing Agent Activity Task Routing Agent Group Activity Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity Task Volume Report Transfer Detail Report

yes (12)

yes (12)

None (12)

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AgentStateandReasonStateName (2) · BusinessAttributeInteractionKey (2) · OutboundContactCampaignGroupKey (2) · PredictiveRoutingModelID (2) · PredictiveRoutingModelKey (2) · PredictiveRoutingPredictor (2) · PredictiveRoutingPredictorID (2) · PredictiveRoutingPredictorKey (2) · PredictiveRoutingPredictorSwitch (2) · ServiceObjectsSchemaName (2) · ServiceObjectsSchemaVersion (2) · ServiceObjectsTargetQueue (2) · ServiceObjectsTenant (1) · ServiceObjectsTimeRangeKey (2) · UserDataExampleCategoryKey (2)