Drilldown: GCXI Attribute

Agent (2) · Agent > Detail > Ixn State (2) · Business Attribute (2) · Co-browse (2) · Designer > Session > Detail (2) · Detail > Handling Attempt (2) · Service Objects (2) · Time (2)

None (12) · Agent > Activity (6) · Agent > State and Reason (4) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Billing Data (2) · Business Attribute (2) · Chat > Agent (2) · Co-browse (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (4) · Outbound Contact > Agent Contact (6) · Outbound Contact > Contact Attempt (4) · Queue (4)

None (14)

None (14)

None (2) · Character (4) · Date (2) · Datetime (4) · Number (8) · Text (8)

None (14) · Employee ID (2) · First Name (2) · Handling Resource Type (2) · Last Name (2) · Last VQueue Type (2) · Media Name Code (2) · Media Type (2) · State Type (2) · Strategy Type (2) · User Name (2)

None (8) · customersegment_lov (2) · Dynamically generated based on the configuration of your contact center. (businessresult_lov) (2) · Dynamically generated from information that describes the configuration of business results in your contact center. (2) · interactiontype_lov (2) · none (6) · queueandnone_lov (2) · servicesubtype_lov (2) · servicetype_lov (2)

None (12) · ??? (3) · A_BUSINESS_RESULT,A_CA_BUSINESS_RESULT,T_BUSINESS_RESULT,Q_BUSINESS_RESULT,CA_BUSINESS_RESULT (2) · A_CUSTOMER_SEGMENT, A_CA_CUSTOMER_SEGMENT, T_CUSTOMER_SEGMENT, CA_CUSTOMER_SEGMENT, Q_CUSTOMER_SEGMENT (2) · 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 (2) · A_SERVICE_SUBTYPE, A_CA_SERVICE_SUBTYPE, CA_SERVICE_SUBTYPE, T_SERVICE_SUBTYPE, Q_SERVICE_SUBTYPE (2) · A_SERVICE_TYPE, A_CA_SERVICE_TYPE, CA_SERVICE_TYPE, T_SERVICE_TYPE, Q_SERVICE_TYPE (2) · GROUP_COMBINATION_KEY (2) · IRF_START_DATE_TIME_KEY (2) · IRSF_ADD_INFO (2)

None (4) · INTERACTION_FACT_GI2.START_DATE_TIME_KEY (4) · INTERACTION_FACT_GI2.END_TS_TIME (4)

Other values: ; AG2_*.DATE_TIME_KEY ag2_-_mn*.tenant_key ag2_agent*.tenant_key AG2_AGENT_*.GROUP_COMBINATION_KEY AG2_AGENT_*.INTERACTION_TYPE_KEY ag2_agent_bgs_session*.tenant_key ag2_agent_campaign*.tenant_key AG2_AGENT_CAMPAIGN_*.GROUP_COMBINATION_KEY AG2_AGENT_CAMPAIGN_*.INTERACTION_TYPE_KEY AG2_AGENT_GRP_*.INTERACTION_TYPE_KEY AG2_AGENT_QUEUE_*.AGENT_GROUP_COMBINATION_KEY AG2_AGENT_QUEUE_*.INTERACTION_TYPE_KEY ag2_campaign*.tenant_key ag2_chat_agent*.tenant_key AG2_CHAT_AGENT_*.GROUP_COMBINATION_KEY ag2_chat_stat*.tenant_key ag2_id*.tenant_key AG2_ID_*.INTERACTION_TYPE_KEY AG2_I_AGENT_*.GROUP_COMBINATION_KEY AG2_I_AGENT_*.INTERACTION_TYPE_KEY AG2_I_MN_*.GROUP_COMBINATION_KEY ag2_i_sess*.tenant_key AG2_I_SESS_*.GROUP_COMBINATION_KEY ag2_i_state*.tenant_key AG2_I_STATE_*.GROUP_COMBINATION_KEY ag2_queue*.tenant_key AG2_QUEUE_*.INTERACTION_TYPE_KEY AG2_QUEUE_ABN_*.INTERACTION_TYPE_KEY AG2_QUEUE_ACC_*.INTERACTION_TYPE_KEY AG2_SDR_SURVEY_*.GROUP_COMBINATION_KEY COBROWSE_FACT_GI2.IMEDIA_SERVER_IXN_GUID COBROWSE_FACT_GI2.MEDIA_SERVER_IXN_GUID Depending on the value of ROUTING_TARGET_TYPE_CODE IF_IRF_GPM_FACT_GI2.INTERACTION_TYPE_KEY IF_IRF_GPM_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY INTERACTION_DESCRIPTOR_GI2.BUSINESS_RESULT INTERACTION_DESCRIPTOR_GI2.CUSTOMER_SEGMENT INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE INTERACTION_DESCRIPTOR_GI2.SERVICE_TYPE_SUBTYPE INTERACTION_FACT_GI2.ACTIVE_FLAG INTERACTION_FACT_GI2.INTERACTION_SDT_KEY INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_GUID INTERACTION_FACT_GI2.MEDIA_SERVER_IXN_ID INTERACTION_FACT_GI2.MEDIA_SERVER_ROOT_IXN_ID INTERACTION_FACT_GI2.SOURCE_ADDRESS INTERACTION_FACT_GI2.START_TS_TIME INTERACTION_FACT_GI2.TARGET_ADDRESS INTERACTION_RESOURCE_FACT_GI2.END_TS_TIME INTERACTION_RESOURCE_FACT_GI2.INTERACTION_ID INTERACTION_RESOURCE_FACT_GI2.INTERACTION_RESOURCE_ID INTERACTION_RESOURCE_FACT_GI2.INTERACTION_TYPE_KEY INTERACTION_RESOURCE_FACT_GI2.LAST_INTERACTION_RESOURCE INTERACTION_RESOURCE_FACT_GI2.LAST_QUEUE_RESOURCE_KEY INTERACTION_RESOURCE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY INTERACTION_RESOURCE_FACT_GI2.START_DATE_TIME_KEY INTERACTION_RESOURCE_FACT_GI2.START_TS_TIME INTERACTION_RESOURCE_FACT_GI2.STOP_ACTION INTERACTION_RES_FACT_TRNSFR.INTERACTION_TYPE_KEY INTERACTION_RES_FACT_TRNSFR_GI2.LAST_QUEUE_RESOURCE_KEY INTERACTION_TYPE_GI2.INTERACTION_TYPE INTERACTION_TYPE_GI2.INTERACTION_TYPE_KEY IRF_USER_DATA_GEN_1.CASE_ID IRF_USER_DATA_GEN_1.CUSTOMER_ID IRF_USER_DATA_KEYS.INTERACTION_RESOURCE_ID MEDIA_NAME_CODE MEDIA_TYPE MEDIA_TYPE. MEDIA_NAME MEDIA_TYPE.MEDIA_NAME MEDIA_TYPE.MEDIA_TYPE_KEY one of the following or NULL: *ROUTING_TARGET.AGENT_GROUP_NAME *ROUTING_TARGET.PLACE_GROUP_NAME *ROUTING_TARGET.SKILL_EXPRESSION RESOURCE_.RESOURCE_NAME RESOURCE_A.AGENT_NAME RESOURCE_GROUP_COMBINATION.GROUP_COMBINATION_KEY RESOURCE_IVR.RESOURCE_NAME RESOURCE_Q.RESOURCE_KEY RESOURCE_Q.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’) RESOURCE_STATE.STATE_NAME RESOURCE_TARGET.RESOURCE_NAME RESOURCE_VQ.RESOURCE_NAME (WHERE RESOURCE_TYPE_CODE=’QUEUE’) ROUTING_TARGET.ROUTING_TARGET_TYPE ROUTING_TARGET.TARGET_OBJECT_SELECTED SDR_SESSION_FACT.INTERACTION_ID SDR_SESSION_FACT.SESSION_ID SDR_SESSION_FACT.START_DATE_TIME_KEY SDR_SURVEY_FACT.SESSION_ID SDR_SURVEY_FACT.START_DATE_TIME_KEY SM_RES_SESSION_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY STRATEGY.STRATEGY_NAME TECHNICAL_DESCRIPTOR.RESOURCE_ROLE TECHNICAL_DESCRIPTOR.RESULT_REASON TECHNICAL_DESCRIPTOR.ROLE_REASON TECHNICAL_DESCRIPTOR.TECHNICAL_RESULT _SM_RES_STATE_FACT.RESOURCE_GROUP_COMBINATION_KEY

None · Interaction Handling Attempt Report · Agent Queue Report · Agent Outbound Campaign Report · Agent Group Queue Business Attribute Report · Agent Interval Based Report · Callback Details Report · Chat Engagement Report · Agent Wrap Report · Agent Utilization Report · Agent Summary Activity Report (Interaction) · Agent Social Engagement Report · Agent Report · Predictive Routing Detail Report · Agent Not Ready Report · Predictive Routing Queue Statistics Report · Chat Agent Stats · Queue Outline Report · Speed of Accept (hours) Report · Agent Interaction Hierarchy Report

Other values: ; AHT Abandon Delay Report Abandoned Delay Report Activity Summary Report Activity by Final Disposition 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 State Agent Login-Logout Details Report Agent Not Ready Reason Code Report Agent Omnichannel Activity Report Agent Omnichannel Report Agent Performance Dashboard Agent State Details Report Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report (Active) Agent Task Dashboard Agent Utilization Agent Utilization Email Report Application Duration Report Application Summary Report Async Chat Dashboard Blocks Summary Report Bot Dashboard Bot Session Overall Bot Sessions Overall Business Metrics Executive Report CX Insights Schema Name CX Insights Schema Version 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 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 ETL Audit Dashboard ETL Audit Dataset IVR Usage Report Inbound Intraday Email Process Report 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 Milestone Path Analysis Report Milestone Summary Report Model Efficiency Outbound Email Report 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 Operational Report Process Volume Report Queue Dashboard 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 (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 iWD DB Schema Report

yes (14)

yes (14)

None (14)

None (14)

Other values: ; AgentAgentName AgentDetailIxnStateAdditionalInfo AgentGroupCombinationKey BusinessAttributeBusinessResult BusinessAttributeCustomerSegment BusinessAttributeInteractionKey BusinessAttributeInteractionType BusinessAttributeServiceSubtype BusinessAttributeServiceType DesignerSessionFinalDisposition DetailHandlingAttemptActive DetailHandlingAttemptCaseID DetailHandlingAttemptConnectionID DetailHandlingAttemptCustomerID DetailHandlingAttemptEndTimestamp DetailHandlingAttemptFrom DetailHandlingAttemptGUID DetailHandlingAttemptHandlingAttemptEnd DetailHandlingAttemptHandlingAttemptStart DetailHandlingAttemptHandlingResource DetailHandlingAttemptInteractionDuration DetailHandlingAttemptInteractionEndTime DetailHandlingAttemptInteractionHandlingAttemptID DetailHandlingAttemptInteractionIDSSF DetailHandlingAttemptIRFStartDateTimeKey DetailHandlingAttemptLastInteractionResource DetailHandlingAttemptLastIVR DetailHandlingAttemptLastQueue DetailHandlingAttemptLastQueueKey DetailHandlingAttemptLastVQueue DetailHandlingAttemptMediaServerIxnGuid DetailHandlingAttemptResourceState DetailHandlingAttemptRootID DetailHandlingAttemptRoutingTarget DetailHandlingAttemptRoutingTargetSelected DetailHandlingAttemptRoutingTargetType DetailHandlingAttemptSourceName DetailHandlingAttemptSourceTechnicalResultReasonRole DetailHandlingAttemptStartTimestamp DetailHandlingAttemptStopAction DetailHandlingAttemptStrategyName DetailHandlingAttemptTechnicalResult DetailHandlingAttemptTechnicalResultReason DetailHandlingAttemptTechnicalResultRoleReason DetailHandlingAttemptTo DetailHandlingAttemptUDInteractionResourceID ServiceObjectsInteractionDescriptorKey ServiceObjectsMediaType ServiceObjectsTenant TimeStartDateTimeKey TimeStartDateTimeKeyIF TimeStartDateTimeKeyIRF TimeStartDateTimeKeySSF TimeStartDateTimeKeySSuF