Drilldown: GCXI Attribute

Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (2) · iWD > Time (2) · Time (2)

None (6) · Co-browse (2) · Detail > Transfer (2)

None (6)

None (6)

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

None (6) · Handling Resource Type (2) · State Type (2) · Strategy 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 (2) · F_DAY, DAY (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)

COBROWSE_FACT_GI2.IMEDIA_SERVER_IXN_GUID (2) · COBROWSE_FACT_GI2.MEDIA_SERVER_IXN_GUID (2) · DATE_TIME.LABEL_YYYY (2) · DATE_TIME.LABEL_YYYY_MM (2) · DATE_TIME.LABEL_YYYY_MM_DD (2) · DATE_TIME.LABEL_YYYY_MM_DD_HH24_15INT (2) · DATE_TIME.LABEL_YYYY_MM_DD_HH24_30INT or FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24_15INT (2) · DATE_TIME.LABEL_YYYY_QQ (4) · DATE_TIME.LABEL_YYYY_WE (2) · DATE_TIME_YEAR_AGO.LABEL_YYYY_MM (2) · DATE_TIME_YEAR_NEXT.LABEL_YYYY_MM (2) · Depending on the value of ROUTING_TARGET_TYPE_CODE (2) · FORECAST_DATE_TIME.LABEL_YYYY (2) · FORECAST_DATE_TIME.LABEL_YYYY_MM (2) · FORECAST_DATE_TIME.LABEL_YYYY_MM_DD (2) · FORECAST_DATE_TIME.LABEL_YYYY_MM_DD_HH24_30INT (2) · FORECAST_DATE_TIME.LABEL_YYYY_QQ (2) · INTERACTION_DESCR_RCV_GI2.CUSTOMER_SEGMENT (2) · INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_GUID (2) · INTERACTION_FACT_GI2.MEDIA_SERVER_ROOT_IXN_ID (2) · INTERACTION_FACT_GI2.SOURCE_ADDRESS (2) · INTERACTION_FACT_GI2.TARGET_ADDRESS (2) · IRF_USER_DATA_GEN_1.CASE_ID (2) · one of the following or NULL: *ROUTING_TARGET.AGENT_GROUP_NAME *ROUTING_TARGET.PLACE_GROUP_NAME *ROUTING_TARGET.SKILL_EXPRESSION (2) · RESOURCE_.RESOURCE_NAME (2) · RESOURCE_.RESOURCE_TYPE (2) · RESOURCE_IVR.RESOURCE_NAME (2) · RESOURCE_STATE.STATE_NAME (2) · RESOURCE_TARGET.RESOURCE_NAME (2) · ROUTING_TARGET.ROUTING_TARGET_TYPE (2) · ROUTING_TARGET.TARGET_OBJECT_SELECTED (2) · SDR_SESSION_FACT.INTERACTION_ID (2) · STRATEGY.STRATEGY_NAME (2) · TECHNICAL_DESCRIPTOR.RESOURCE_ROLE (2) · TECHNICAL_DESCRIPTOR.RESULT_REASON (2) · TECHNICAL_DESCRIPTOR.ROLE_REASON (2) · TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT (2)

None (4)

Other values: ; Abandon Delay Report Agent Activity Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interaction State 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 AHT Application Duration Report Application Summary Report Async Chat Dashboard Blocks Summary Report Bot Dashboard Bot Session Overall Business Metrics Executive Report Callback Summary Report Campaign Callbacks Summary Report Campaign Summary Report Chat Agent Stats Chat Engagement Report Chat Interaction Stats Chat Termination Report Co-browse Summary Report Contact Center Dashboard Contact Center Report Contact List Effectiveness Report Customer Perspective 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 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 Sessions Handled by Bots Speed of Accept (hours) Report Speed of Accept (seconds) Report Survey Answer Report Survey Statistics Report Task Routing Agent Activity Task Routing Agent Group Activity Task Routing Agent Group Summary Activity Task Volume Report Transfer Detail Report

None (2) · yes (4)

None (2) · yes (4)

None (6)

None (6)

DetailHandlingAttemptCaseID (2) · DetailHandlingAttemptFrom (2) · DetailHandlingAttemptGUID (2) · DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResult (2) · DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultReason (2) · DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultReasonRole (2) · DetailHandlingAttemptHandlingPredictiveRoutingTechnicalResultRoleReason (2) · DetailHandlingAttemptHandlingResource (2) · DetailHandlingAttemptLastIVR (2) · DetailHandlingAttemptMediaServerIxnGuid (2) · DetailHandlingAttemptResourceState (2) · DetailHandlingAttemptRootID (2) · DetailHandlingAttemptRoutingTarget (2) · DetailHandlingAttemptRoutingTargetSelected (2) · DetailHandlingAttemptRoutingTargetType (2) · DetailHandlingAttemptSourceName (2) · DetailHandlingAttemptSourceTechnicalResultReasonRole (2) · DetailHandlingAttemptSourceType (2) · DetailHandlingAttemptStrategyName (2) · DetailHandlingAttemptTechnicalResult (2) · DetailHandlingAttemptTechnicalResultReason (2) · DetailHandlingAttemptTechnicalResultRoleReason (2) · DetailHandlingAttemptTo (2) · DetailTransferSourceTechnicalResult (2) · DetailTransferSourceTechnicalResultReason (2) · DetailTransferSourceTechnicalResultReasonRole (2) · DetailTransferSourceTechnicalResultRoleReason (2) · DetailTransferTargetCustomerSegment (2) · iWDTimeQuarter (2) · TimeDay (2) · TimeMonth (2) · TimeMonthYearAgo (2) · TimeMonthYearNext (2) · TimeQuarter (2) · TimeSubhour (2) · TimeWeek (2) · TimeYear (2)