Drilldown: GCXI Metric

Disposition (4)

All (2) · Chat (4) · Open (sync) (4) · Voice (4)

Number (4)

Agent > Activity > Queue (2) · Queue (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)

None (4) · Queue > Q Customer (2)

None (4)

None (4)

None · ??? · A_GROUP_COMBINATION · T_ABANDONED_INVITE_PCT · T_DATE_TIME_KEY · A_CONSULT_RCV_WARM_WRAP_TIME_AVG · T_INVITE_TIME_AVG · Q_ABANDONED_INVITE_PCT · A_TRANSFER_INIT_AGENT_PCT · Q_HANDLE_TIME_AVG · A_CONSULT_RECEIVED_WRAP_TIME_AVG · Q_INVITE_TIME_AVG · Q_TRANSFER_INIT_AGENT_PCT · Q_ACCEPTED_AGENT_STI__PCT (where is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ACCEPTED_AGENT_STI_1_PCT, Q_ACCEPTED_AGENT_STI_2_PCT, and so on) · Q_CLEARED_CC · Q_CLEARED · Q_ASA · Q_ACCEPTED_TIME_MAX · Q_ABANDONED_WAIT_CC · Q_ACCEPTED_TIME_AVG

Other values: ; =??? @A_ACTIONABILITY @A_ACTIONABILITY_AVG @A_ACTIONABILITY_OFFERED @A_INFLUENCE @A_INFLUENCE_AVG @A_INFLUENCE_OFFERED @A_SENTIMENT @A_SENTIMENT_AVG @A_SENTIMENT_OFFERED @T_ACCEPTED_THR @T_ACCEPT_SERVICE_LEVEL_PCT @T_ACTIONABILITY @T_ACTIONABILITY_AVG @T_ACTIONABILITY_ENTERED @T_FINISHED_SERVICE_LEVEL_PCT @T_FINISHED_THR @T_INFLUENCE @T_INFLUENCE_AVG @T_INFLUENCE_ENTERED @T_SENTIMENT @T_SENTIMENT_AVG @T_SENTIMENT_ENTERED @T_SENTIMENT_FACTOR AQ_AGENT_GROUP_COMBINATION AQ_QUEUE_GROUP_COMBINATION A_ABANDONED_INVITING A_ACCEPTED A_ACCEPTED_OTHER A_ACCEPTED_THREAD A_ACCEPTED_UNIQUE A_AGENT_DISCONNECT_FIRST A_CA_CONSULT_RECEIVED_WRAP_TIME A_CA_DATE_TIME_KEY A_CA_HANDLE_TIME_AVG A_CA_PREVIEW_TIME_AVG A_CONFERENCE_INITIATED A_CONFERENCE_RECEIVED_ACCEPTED A_CONSULT_INITIATED A_CONSULT_INITIATED_TIME A_CONSULT_INITIATED_TIME_AVG A_CONSULT_RCV_ACC_WARM A_CONSULT_RCV_WARM_HOLD A_CONSULT_RCV_WARM_TIME A_CONSULT_RCV_WARM_TIME_AVG A_CONSULT_RCV_WARM_WRAP A_CONSULT_RCV_WARM_WRAP_TIME A_CONSULT_RECEIVED_ACCEPTED A_CONSULT_RECEIVED_HOLD A_CONSULT_RECEIVED_TIME A_CONSULT_RECEIVED_TIME_AVG A_CONSULT_RECEIVED_WRAP A_CONSULT_RECEIVED_WRAP_TIME A_CONSULT_RESPONSES A_DATE_TIME_KEY A_ENGAGE_TIME A_ENGAGE_TIME_AVG A_HANDLE_TIME A_HANDLE_TIME_AVG A_HOLD A_HOLD_TIME A_HOLD_TIME_AVG A_INVITE A_INVITE_TIME A_NOTACCEPTED A_OFFERED A_REJECTED A_RESPONDED_UNIQUE A_RESPONSES A_REVENUE A_REVENUE_AVG A_REVENUE_OFFERED A_SATISFACTION A_SATISFACTION_AVG A_SATISFACTION_OFFERED A_SHORT A_TRANSFER_INIT_AGENT A_WRAP A_WRAP_TIME A_WRAP_TIME_AVG A_XFER_RECEIVED_ACCEPTED A_XFER_RECEIVED_ACCEPTED_PCT CA_ANSWERS CA_ANSW_MACHINE CA_ATTEMPTS CA_AVG_CPD_TIME_MS CA_AVG_CPD_TRANSFER_TIME_MS CA_BUSY CA_CALLBKS_COMPL CA_CALLBKS_MISSED CA_CALLBKS_SCHEDUL CA_CANCEL CA_CPD CA_CPD_DIAL CA_CPD_DIAL_TIME_AVG_MS CA_CPD_DIAL_TIME_MS CA_CPD_TIME_MS CA_CPD_TRANSFER CA_CPD_TRANSFER_TIME_MS CA_DIAL_DROPPED CA_DIAL_MADE CA_DO_NOT_CALL CA_FAXMODEM_DETECT CA_NO_ANSWER CA_NO_RPC CA_OVERDIAL CA_PER_CALLBK_COMPL CA_PER_CALLBK_MISS CA_PER_CALLBK_SCHED CA_PORT_UNAVAILABLE CA_PREVIEW CA_PREVIEW_TIME CA_SIT_DETECTED CA_SIT_INVALID_NUM CA_SIT_NO_CIRCUIT CA_SIT_OPER_INTER CA_SIT_RATIO CA_SIT_REORDER CA_SIT_TOTAL CA_SIT_UNKNOWN CBD4_DIAL_IGNORING_AVAILABILITY CBF_ABANDONED_WAITING CBF_AGENT_ADDED_TO_IXN CBF_CALLBACK_ACCEPTED CBF_CALLBACK_ACCEPTED_TS CBF_CALLBACK_ATTEMPTS CBF_CALLBACK_OFFERED CBF_CALLBACK_OFFERED_TS CBF_CALLBACK_OFFERS_PER_SESSION CBF_CALLBACK_OFFER_TIME CBF_CONN_WAITING_AGENT_TIME CBF_CUSTOMER_CONNECTED_TS CBF_CUSTOMER_READY_TO_START_IXN_TS CBF_DESIRED_TIME_TS CBF_DESIRED_TS_TIME CBF_ESTABLISH_MEDIA_IXN_TIME CBF_EWT_READY_TO_START_IXN CBF_EWT_WHEN_OFFERED CBF_LAST_CALLBACK_OFFERED_TS CBF_LAST_CALLBACK_OFFER_TIME CBF_POS_READY_TO_START_IXN CBF_POS_WHEN_OFFERED CBF_SERVICE_START_TS CBF_START_DATE_TIME_KEY CBF_TIMEOUT_WAITING CBF_WAIT_AGENT_OFFLINE_TIME CBF_XFER_TO_AGENT_FAILED CB_.CALLBACK_CONNECTED CB_ABANDONED_WAITING CB_ABANDONED_WAITING_TIME CB_ABANDONED_WAITING_TIME_AVG CB_ABANDONED_WAITING_TIME_MAX CB_ACCEPTED_IMMEDIATE CB_ACCEPTED_SCHEDULED CB_ACCEPTED_WAIT_FOR_AGENT CB_AGENT_ADDED_TO_IXN CB_AGENT_ADDED_TO_IXN_AVG CB_CALLBACKS CB_CALLBACK_ABANDONED_PCT CB_CALLBACK_ACCEPTED CB_CALLBACK_ATTEMPTED CB_CALLBACK_ATTEMPTS CB_CALLBACK_CANCELED_PCT CB_CALLBACK_CANCELLED CB_CALLBACK_CONNECTED_PCT CB_CALLBACK_DECLINED_PCT CB_CALLBACK_OFFERED CB_CALLBACK_OFFER_TIME CB_CALLBACK_OFFER_TIME_AVG CB_CALLBACK_OFFER_TIME_MAX CB_CALLBACK_SUCCESSFUL CB_CALLBACK_SUCCESSFUL_PCT CB_CALLBACK_UNSUCCESSFUL_PCT CB_CONNECTED_ATTEMPT1 CB_CONNECTED_ATTEMPT2 CB_CONNECTED_ATTEMPT3 CB_CONNECTED_ATTEMPT4 CB_CONN_WAITING_AGENT_TIME CB_CONN_WAITING_AGENT_TIME_AVG CB_CONN_WAITING_AGENT_TIME_MAX CB_DATE_TIME_KEY CB_ESTABLISH_MEDIA_IXN_TIME_MAX CB_EWT_READY_TO_START_IXN CB_EWT_READY_TO_START_IXN_MAX CB_EWT_WHEN_OFFERED CB_EWT_WHEN_OFFERED_MAX CB_EWT_WHEN_OFFERED_MIN CB_IXN_REQ_AGENT CB_POS_READY_TO_START_IXN CB_POS_READY_TO_START_IXN_MAX CB_POS_WHEN_OFFERED CB_POS_WHEN_OFFERED_MAX CB_POS_WHEN_OFFERED_MIN CB_SAVED_TIME CB_SAVED_TIME_AVG CB_SAVED_TIME_MAX CB_SAVED_TIME_MIN CB_TIMEOUT_WAITING CB_WAIT_AGENT_OFFLINE_TIME CB_WAIT_AGENT_OFFLINE_TIME_MAX CB_XFER_TO_AGENT_FAIL_CONN CB_XFER_TO_AGENT_FAIL_NOCONN GPRActive IA_ACCEPTED_EVENTUALLY IA_ACTIVE_TIME IA_BUSY IA_BUSY_TIME IA_BUSY_TIME_IXN IA_BUSY_TIME_PCT IA_CONSULT_RECEIVED_TIME_PCT IA_ENGAGE_TIME_PCT IA_HOLD_TIME_PCT IA_INVITE_TIME_PCT IA_NOTACCEPTED IA_NOT_READY IA_NOT_READY_IN IA_NOT_READY_IN_TIME IA_NOT_READY_IN_TIME_PCT IA_NOT_READY_OUT IA_NOT_READY_OUT_TIME IA_NOT_READY_OUT_TIME_PCT IA_NOT_READY_TIME IA_NOT_READY_TIME_PCT IA_OCCUPANCY_PCT IA_READY IA_READY_TIME_PCT IA_STATE_RSN_NOT_READY IA_STATE_RSN_TIME_NOT_READY IA_STATE_RSN_TIME_NOT_READY_PCT IA_UNKNOWN_STATE_TIME IA_UNKNOWN_STATE_TIME_PCT IA_WRAP_IN IA_WRAP_IN_TIME IA_WRAP_IXN IA_WRAP_OUT IA_WRAP_OUT_TIME IA_WRAP_OUT_TIME_PCT IA_WRAP_TIME_IXN IA_WRAP_TIME_IXN_PCT IA_WRAP_TIME_PCT IRF_CONFERENCE_INITIATED_TIME IRF_CONFERENCE_RECEIVED_TIME IRF_CUSTOMER_ACW_DURATION IRF_CUSTOMER_DIAL_DURATION IRF_CUSTOMER_HANDLE_TIME IRF_CUSTOMER_HOLD_DURATION IRF_CUSTOMER_RING_DURATION IRF_CUSTOMER_TALK_DURATION IRF_INTERACTION_ID??? IRF_QUEUE_TIME IRF_RESPONSE_TIME IRF_REVENUE IRF_ROUTING_POINT_TIME IRF_SATISFACTION IRF_TIME IRSF_DURATION IRSF_START_DATE_TIME_KEY QC_ACCEPTED_OTHER QC_CLEARED_STUCK QC_CONSULT_ABANDONED QC_CONSULT_ABANDONED_INVITE QC_CONSULT_ABANDONED_SHORT QC_CONSULT_ABANDONED_STANDARD QC_CONSULT_ABANDONED_STANDARD_TIME QC_CONSULT_ABANDONED_TIME QC_CONSULT_ABANDONED_TIME_MAX QC_CONSULT_ACCEPTED QC_CONSULT_ACCEPTED_AGENT_THR QC_CONSULT_ACCEPTED_AGENT_TIME QC_CONSULT_ACCEPTED_THR QC_CONSULT_ACCEPTED_TIME QC_CONSULT_ACCEPTED_TIME_MAX QC_CONSULT_CLEARED QC_CONSULT_CLEARED_TIME QC_CONSULT_CLEARED_TIME_MAX QC_CONSULT_DISTRIBUTED QC_CONSULT_DISTRIBUTED_TIME QC_CONSULT_DISTRIBUTED_TIME_MAX QC_CONSULT_ENTERED QC_CONSULT_NOTACCEPTED QC_CONSULT_OFFERED QC_CONSULT_RCV_ACC_WARM QC_CONSULT_RCV_ACC_WARM_TIME QC_CONSULT_RCV_WARM_HOLD QC_CONSULT_RCV_WARM_HOLD_TIME QC_CONSULT_RCV_WARM_INVITE QC_CONSULT_RCV_WARM_INVITE_TIME QC_CONSULT_RCV_WARM_TIME QC_CONSULT_RCV_WARM_WRAP QC_CONSULT_RECEIVED_ACCEPTED QC_CONSULT_RECEIVED_ENGAGE_TIME QC_CONSULT_RECEIVED_HOLD QC_CONSULT_RECEIVED_HOLD_TIME QC_CONSULT_RECEIVED_INVITE QC_CONSULT_RECEIVED_INVITE_TIME QC_CONSULT_RECEIVED_TIME QC_CONSULT_RECEIVED_TIME_AVG QC_CONSULT_RECEIVED_WARM_ ENGAGE_TIME QC_CONSULT_RECEIVED_WARM_WRAP_TIME QC_CONSULT_RECEIVED_WRAP QC_CONSULT_RECEIVED_WRAP_TIME QC_CONSULT_REDIRECTED QC_CONSULT_ROUTED_OTHER QC_CONSULT_TRANSFER_INIT_AGENT Q_ABANDONED Q_ABANDONED_INVITE Q_ABANDONED_INVITE_CC Q_ABANDONED_PCT Q_ABANDONED_SHORT Q_ABANDONED_SHORT_CC Q_ABANDONED_SHORT_PCT Q_ABANDONED_STANDARD Q_ABANDONED_STANDARD_CC Q_ABANDONED_STANDARD_TIME Q_ABANDONED_STANDARD_TIME_MAX Q_ABANDONED_STANDARD_TIME_MAX_CC Q_ABANDONED_STI_<X>_PCT (where <X> is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1, Q_ABANDONED_STI_2, and so on) Q_ABANDONED_STI_<X>_PCT (where <X> is a value between 1 and 20, corresponding to the number of this threshold, such as Q_ABANDONED_STI_1_PCT, Q_ABANDONED_STI_2_PCT, and so on) Q_ABANDONED_TIME Q_ABANDONED_TIME_AVG Q_ABANDONED_TIME_CC Q_ABANDONED_TIME_MAX Q_ACCEPTED Q_ACCEPTED_AGENT Q_ACCEPTED_AGENT_CC Q_ACCEPTED_AGENT_PCT Q_ACCEPTED_AGENT_STI_<X> (where <X> is a value between 1 and 20, corresponding to the number of this threshold, such as AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_1, AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_1, and so on) Q_ACCEPTED_AGENT_THR Q_ACCEPTED_AGENT_TIME Q_ACCEPTED_AGENT_TIME_AVG Q_ACCEPTED_CC Q_ACCEPTED_OTHER Q_ACCEPTED_OTHER_CC Q_ACCEPTED_PCT Q_ACCEPTED_THR Q_ACCEPTED_THREAD Q_ACCEPTED_TIME Q_CLEARED_STUCK Q_CLEARED_TIME Q_CLEARED_TIME_AVG Q_CLEARED_TIME_CC Q_CLEARED_TIME_MAX Q_CONFERENCE_INIT_AGENT Q_CONSULT_RCV_WARM_TIME_AVG Q_DATE_TIME_KEY Q_DATE_TIME_KEY_ABN Q_DATE_TIME_KEY_ANS Q_DISTRIBUTED_ Q_DISTRIBUTED_PCT Q_DISTRIBUTED_TIME Q_DISTRIBUTED_TIME_AVG Q_DISTRIBUTED_TIME_CC Q_DISTRIBUTED_TIME_MAX Q_ENGAGE_TIME Q_ENGAGE_TIME_AVG Q_ENGAGE_TIME_CC Q_ENTERED Q_ENTERED_CC Q_GROUP_COMBINATION Q_GROUP_COMBINATION_ABN Q_GROUP_COMBINATION_ACC Q_HANDLE_TIME Q_HOLD Q_HOLD_CC Q_HOLD_TIME Q_HOLD_TIME_AVG Q_INVITE Q_INVITE_CC Q_INVITE_TIME Q_INVITE_TIME_CC Q_NOTACCEPTED Q_NOTACCEPTED_CC Q_OFFERED Q_OFFERED_CC Q_REDIRECTED Q_REDIRECTED_CC Q_ROUTED_OTHER Q_ROUTED_OTHER_CC Q_SERVICE_LEVEL_ACC_PCT Q_STUCK_CC Q_TRANSFER_INIT_AGENT Q_TRANSFER_INIT_AGENT_CC Q_WRAP Q_WRAP_CC Q_WRAP_TIME Q_WRAP_TIME_AVG Q_WRAP_TIME_CC SESS_ACTIVE_TIME SESS_GROUP_COMBINATION STATE_DURATION STATE_GROUP_COMBINATION STATE_REASON STATE_REASON_START_DATE_TIME_KEY STATE_REASON_TIME TIME_INT_VAL_01 TIME_INT_VAL_02 TIME_INT_VAL_03 TIME_INT_VAL_04 TIME_INT_VAL_05 TIME_INT_VAL_06 TIME_INT_VAL_07 TIME_INT_VAL_08 TIME_INT_VAL_09 TIME_INT_VAL_10 TIME_INT_VAL_11 TIME_INT_VAL_12 TIME_INT_VAL_13 TIME_INT_VAL_14 TIME_INT_VAL_15 TIME_INT_VAL_16 TIME_INT_VAL_17 TIME_INT_VAL_18 TIME_INT_VAL_19 T_ABANDONED T_ABANDONED_INVITING T_ABANDONED_PCT T_ABANDONED_SHORT_PCT T_ABANDONED_STANDARD_TIME T_ABANDONED_STANDARD_TIME_MAX T_ABANDONED_TIME T_ABANDONED_TIME_AVG T_ABANDONED_TIME_MAX T_ACCEPTED T_ACCEPTED_AGENT T_ACCEPTED_AGENT_PCT T_ACCEPTED_AGENT_TIME T_ACCEPTED_OTHER T_ACCEPTED_PCT T_ACCEPTED_THREAD T_ACCEPTED_TIME_AVG T_ACCEPT_TIME T_ACCEPT_TIME_AGENT_AVG T_ACCEPT_TIME_AGENT_MAX T_ASA T_CONFERENCE_INIT_AGENT T_CONSULT_RCV_WARM_HOLD T_CONSULT_RCV_WARM_HOLD_TIME T_CONSULT_RCV_WARM_INVITE T_CONSULT_RCV_WARM_INVITE_TIME T_CONSULT_RCV_WARM_TIME T_CONSULT_RCV_WARM_WRAP T_CONSULT_RCV_WARM_WRAP_TIME T_CONSULT_RECEIVED_ACCEPTED T_CONSULT_RECEIVED_ACCEPTED_WARM T_CONSULT_RECEIVED_ENGAGE_TIME T_CONSULT_RECEIVED_HOLD T_CONSULT_RECEIVED_HOLD_TIME T_CONSULT_RECEIVED_INVITE T_CONSULT_RECEIVED_INVITE_TIME T_CONSULT_RECEIVED_TIME T_CONSULT_RECEIVED_TIME_AVG T_CONSULT_RECEIVED_WRAP T_CONSULT_RESPONSES T_DEFERRED T_ENGAGE_TIME T_ENGAGE_TIME_AVG T_ENTERED T_ENTERED_OBJ_RES T_ENTERED_THREAD T_FINISHED T_FINISHED_NO_RESPONSE T_FINISHED_RESPONSE T_FINISH_NO_RESPONSE_TIME T_FINISH_NO_RESPONSE_TIME_AVG T_FINISH_RESPONSE_TIME T_FINISH_RESPONSE_TIME_AVG T_FINISH_TIME T_FINISH_TIME_AVG T_FIRST_RESPONSE_TIME T_HANDLE_TIME T_HANDLE_TIME_AVG T_HOLD T_HOLD_TIME T_HOLD_TIME_AVG T_INVITE T_INVITE_TIME T_IRF_CUSTOMER_ENGAGE_TIME T_IRF_CUSTOMER_HOLD_TIME T_IRF_CUSTOMER_WRAP_TIME T_IRF_QUEUE_DURATION T_IRF_RCV_CUSTOMER_ACW_DURATION T_IRF_RCV_CUSTOMER_HOLD_DURATION T_IRF_RCV_CUSTOMER_TALK_DURATION T_IRF_RCV_QUEUE_DURATION T_OFFERED T_RESPONDED T_RESPONDED_THR T_RESPONSES T_RESPONSE_RATIO T_REVENUE T_REVENUE_AVG T_SATISFACTION T_SATISFACTION_AVG T_SATISFACTION_ENTERED T_SHORT_ABANDONED T_STANDARD_ABANDONED T_TRANSFER_INIT_AGENT_PCT T_WRAP_TIME_AVG gpmAgentScore

None (4)

Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) · Calculated based on the > Q Customer & Consults > Abandoned Waiting ST > Accepted Agent ST metric and the value of AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT (where is a value between 1 and 20). (2) · Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics. (2)

None (2) · Queue Report (2) · Speed of Accept (hours) Report (2) · Speed of Accept (seconds) Report (2)

yes (4)

yes (4)

None (4)

None (4)

AgentActivityQueuePercentAbandonedInviting (2) · QueueCustomerAndConsultsAcceptedAgentST1PercentAcceptedAgentST120 (2) · QueuePercentAbandonedInviting (2)