Drilldown: GCXI Metric
GCXI Metric > displaysInFolder:
Outbound Contact > Agent Contact
& usedIn:
Agent Performance Dashboard
Use the filters below to narrow your results.
None (2) ·
A_ACCEPTED (2) ·
A_CONSULT_RCV_WARM_TIME (2) ·
A_CONSULT_RCV_WARM_WRAP_TIME (2) ·
A_CONSULT_RECEIVED_TIME (2) ·
A_CONSULT_RECEIVED_WRAP_TIME (2) ·
A_ENGAGE_TIME (2) ·
A_ENGAGE_TIME_AVG (2) ·
A_HANDLE_TIME (2) ·
A_HANDLE_TIME_AVG (2) ·
A_HOLD (2) ·
A_HOLD_TIME (2) ·
A_HOLD_TIME_AVG (2) ·
A_OFFERED (2) ·
A_TRANSFER_INIT_AGENT (2) ·
A_WRAP_TIME (2)
None (2) ·
AG2_AGENT_GRP_[*].ACCEPTED (2) ·
AG2_AGENT_GRP_[*].HOLD_TIME (2) ·
AG2_AGENT_GRP_[*].OFFERED (2) ·
AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) ·
AG2_AGENT_QUEUE_[*].WRAP_TIME (2) ·
AG2_AGENT_[*].ACCEPTED (2) ·
AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME (2) ·
AG2_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP_TIME (2) ·
AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) ·
AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD (2) ·
AG2_AGENT_[*].HOLD_TIME (2) ·
AG2_AGENT_[*].OFFERED (2) ·
AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) ·
Calculated based on the Wrap Time and Wrap Activity metrics. (2)
None (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)
AgentActivityAccepted (2) ·
AgentActivityAvgEngageTime (2) ·
AgentActivityAvgHandleTime (2) ·
AgentActivityAvgHoldTime (2) ·
AgentActivityAvgWrapTime (2) ·
AgentActivityConsultReceivedTime (2) ·
AgentActivityConsultReceivedWarmTime (2) ·
AgentActivityConsultReceivedWarmWrapTime (2) ·
AgentActivityConsultReceivedWrapTime (2) ·
AgentActivityEngageTime (2) ·
AgentActivityHandleTime (2) ·
AgentActivityHold (2) ·
AgentActivityHoldTime (2) ·
AgentActivityOffered (2) ·
AgentActivityTransferInitiatedAgent (2) ·
AgentActivityWrapTime (2)
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