Drilldown: GCXI Metric
GCXI Metric > dataType:
Number
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Outbound Contact > Agent Contact or
Queue > Q Consults
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None (6) ·
Calculated as AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, or as AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME + AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) ·
Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) ·
Calculated as Engage Time divided by Accepted Agent metrics. (2) ·
Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) ·
Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) ·
Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) ·
Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. (2) ·
Calculated based on the Hold and Hold Time Activity metrics. (2) ·
Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2)
None (6) ·
Agent Activity (2) ·
Agent Conduct Report (2) ·
Agent Group Business Attribute Report (2) ·
Agent Group Interaction handling Report (2) ·
Agent Interaction Hierarchy Report (2) ·
Agent Interaction State (2) ·
Agent Interval Based Report (2) ·
Agent Outbound Campaign Report (2) ·
Agent Performance Dashboard (2) ·
Agent Report (2) ·
Agent Social Engagement Report (2) ·
Agent Summary Activity Report (Interaction) (2) ·
Agent Task Dashboard (2) ·
Agent Utilization Email Report (2) ·
Agent Utilization Report (2) ·
Predictive Routing Agent Dashboard (2) ·
Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) ·
Predictive Routing Agent Occupancy Report (Active Time and Predictive) (2) ·
Queue Outline Report (2) ·
Queue Summary Report (2) ·
Supervisor Dashboard (2) ·
Survey Statistics Report (2) ·
Task Routing Agent Activity (2) ·
Task Routing Agent Group Activity (2) ·
Transfer Dashboard (2)
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