Drilldown: GCXI Metric
Use the filters below to narrow your results.
None (4) ·
A_ACCEPTED (2) ·
A_CA_DATE_TIME_KEY (2) ·
A_CONSULT_RCV_WARM_HOLD (2) ·
A_CONSULT_RCV_WARM_TIME (2) ·
A_CONSULT_RCV_WARM_WRAP (2) ·
A_CONSULT_RCV_WARM_WRAP_TIME (2) ·
A_CONSULT_RECEIVED_ACCEPTED (2) ·
A_CONSULT_RECEIVED_HOLD (2) ·
A_CONSULT_RECEIVED_TIME (2) ·
A_CONSULT_RECEIVED_WRAP (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_INVITE (2) ·
A_INVITE_TIME (2) ·
A_OFFERED (2) ·
A_REVENUE (2) ·
A_SHORT (2) ·
A_TRANSFER_INIT_AGENT (2) ·
A_WRAP (2) ·
A_WRAP_TIME (2)
dbTable:
None (6) ·
Calculated as Completed + Canceled (2) ·
Calculated as Completed Overdue + Canceled Overdue (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 iWD > Finished / iWD > New (2) ·
Calculated as iWD > Finished Overdue / iWD > Finished (2) ·
Calculated as iWD > Finished Time / iWD > Finished. (2) ·
Calculated as Pre Source System Time / Finished. (2) ·
Calculated as Source System Time / Finished (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) ·
If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) ·
If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished (2) ·
If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (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) ·
Capture Point Business Value Report (2) ·
Capture Point Report (2) ·
Capture Point Task Duration Report (2) ·
Customer Segment Service Level Report (2) ·
Intraday Process 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) ·
Supervisor Dashboard (2) ·
Survey Statistics Report (2) ·
Task Age Report (2) ·
Task Routing Agent Activity (2) ·
Task Routing Agent Group Activity (2) ·
Transfer Dashboard (2)
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