Drilldown: GCXI Metric
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None (2) ·
AG2_AGENT_*.CONFERENCE_ RECEIVED (2) ·
AG2_AGENT_*.CONF_ACCEPTED_ENGAGE_TIME+CONF_ACCEPTED_HOLD_TIME (2) ·
AG2_AGENT_*.FOCUS (2) ·
AG2_AGENT_*.XFER_ RECEIVED (2) ·
AG2_AGENT_*.XFER_ACCEPTED_ENGAGE_TIME + AG2_AGENT_*.XFER_ACCEPTED_HOLD_TIME (2) ·
AG2_AGENT_*.XFER_ACCEPTED_WARM (2) ·
AG2_AGENT_*.XFER_INITIATED_WARM (2) ·
AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) ·
AG2_AGENT_CUSTOMER_TALK_COUNT (2) ·
AG2_AGENT_GRP_[*].RESPONDED_UNIQUE (2) ·
AG2_AGENT_GRP_[*].SATISFACTION (2) ·
AG2_AGENT_[*].RESPONDED_UNIQUE (2) ·
AG2_AGENT_[*].SATISFACTION (2) ·
Calculated based on the Wrap Time and Wrap Activity metrics. (2)
None (2) ·
AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) ·
Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) ·
Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) ·
Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) ·
Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) ·
Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2)
None (2) ·
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 Outbound Campaign Report (2) ·
Agent Performance Dashboard (2) ·
Agent Report (2) ·
Agent Task Dashboard (2) ·
Agent Transfer Summary Report (2) ·
Agent Utilization Report (2) ·
Supervisor Dashboard (2) ·
Task Routing Agent Activity (2) ·
Task Routing Agent Group Activity (2) ·
Transfer Dashboard (2)
AgentActivityAvgConferenceAcceptedHandleTime (2) ·
AgentActivityAvgTransferAcceptedHandleTime (2) ·
AgentActivityAvgTransferInitiatedHandleTime (2) ·
AgentActivityAvgWrapTime (2) ·
AgentActivityConferenceAcceptedTime (2) ·
AgentActivityConferenceOffered (2) ·
AgentActivityConsultOffered (2) ·
AgentActivityEngage (2) ·
AgentActivityFocus (2) ·
AgentActivityRespondedUnique (2) ·
AgentActivitySatisfaction (2) ·
AgentActivityTransferAcceptedCold (2) ·
AgentActivityTransferAcceptedTime (2) ·
AgentActivityTransferAcceptedWarm (2) ·
AgentActivityTransferInitiatedAgentCold (2) ·
AgentActivityTransferInitiatedAgentWarm (2) ·
AgentActivityTransferInitiatedTime (2) ·
AgentActivityTransferOffered (2)
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