Drilldown: GCXI Metric

None (6) · Date (2) · Detail (4) · Disposition (8) · Dispotion (2) · Interval (2)

None · All · Voice · Chat · All (Except email) · All (except Chat) · Open (sync) · Async · email · Other

None (2) · Character (2) · Number (12)

Agent (2) · Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > Detail > Ixn State (2) · Agent > Detail > Session (2) · Agent > Detail > State (2) · Agent > Group Membership (2) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (2) · Outbound Contact (2) · Queue (2) · Queue > Q Customer (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2) · Queue > Queue Predictive Routing (2)

None (10) · Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (4) · Outbound Contact > Contact Attempt (2) · Queue > Q Customer (2)

None (12)

None (12)

None (8) · ??? (6) · T_INVITE_TIME_AVG (4) · A_TRANSFER_INIT_AGENT_PCT (4) · T_DATE_TIME_KEY (4) · Q_HANDLE_TIME_AVG (4) · Q_TRANSFER_INIT_AGENT_PCT (4)

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_ACCEPTED A_ACCEPTED_OTHER A_ACCEPTED_UNIQUE A_CA_DATE_TIME_KEY A_CONFERENCE_RECEIVED_ACCEPTED A_DATE_TIME_KEY A_ENGAGE_TIME A_ENGAGE_TIME_AVG A_GROUP_COMBINATION A_HANDLE_TIME A_HANDLE_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_XFER_RECEIVED_ACCEPTED A_XFER_RECEIVED_ACCEPTED_PCT CB_ACCEPTED_IMMEDIATE CB_ACCEPTED_SCHEDULED CB_ACCEPTED_WAIT_FOR_AGENT IA_ACCEPTED_EVENTUALLY IA_ACTIVE_TIME IA_BUSY IA_BUSY_TIME IA_BUSY_TIME_IXN IA_BUSY_TIME_PCT IA_ENGAGE_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_IXN IA_WRAP_TIME_IXN IRF_CUSTOMER_HANDLE_TIME 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 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_STI_<X>_PCT (where <X> 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_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_ACCEPTED_TIME_AVG Q_ACCEPTED_TIME_MAX Q_ASA Q_CLEARED Q_CLEARED_CC Q_CLEARED_STUCK Q_CLEARED_TIME Q_CLEARED_TIME_AVG Q_CLEARED_TIME_CC Q_CLEARED_TIME_MAX 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_INVITE Q_INVITE_CC Q_INVITE_TIME Q_INVITE_TIME_AVG 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 SESS_ACTIVE_TIME SESS_GROUP_COMBINATION STATE_DURATION STATE_GROUP_COMBINATION STATE_REASON_START_DATE_TIME_KEY STATE_REASON_TIME T_ABANDONED_STANDARD_TIME T_ACCEPTED T_ACCEPTED_AGENT T_ACCEPTED_AGENT_PCT T_ACCEPTED_AGENT_TIME T_ACCEPTED_OTHER T_ACCEPTED_PCT T_ACCEPTED_TIME_AVG T_ACCEPT_TIME T_ACCEPT_TIME_AGENT_AVG T_ACCEPT_TIME_AGENT_MAX T_ASA T_CONSULT_RECEIVED_TIME_AVG T_ENGAGE_TIME T_ENGAGE_TIME_AVG T_ENTERED T_ENTERED_OBJ_RES T_ENTERED_THREAD T_FINISHED 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_INVITE T_INVITE_TIME T_IRF_CUSTOMER_ENGAGE_TIME T_IRF_QUEUE_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

None (8) · AG2_QUEUE_*.GPM_ERROR (4) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (4) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (4)

Other values: ; AG2_AGENT_*.XFER_ RECEIVED AG2_AGENT_*.XFER_ACCEPTED_ENGAGE_TIME + AG2_AGENT_*.XFER_ACCEPTED_HOLD_TIME AG2_AGENT_*.XFER_ACCEPTED_WARM AG2_AGENT_*.XFER_INITIATED_WARM AG2_AGENT_CAMPAIGN_[*].DATE_TIME_KEY AG2_AGENT_CUSTOMER_TALK_COUNT AG2_AGENT_GRP[*].DATE_TIME_KEY AG2_AGENT_GRP_[*].ACCEPTED AG2_AGENT_GRP_[*].ACCEPTED_UNIQUE AG2_AGENT_GRP_[*].ACTIONABILITY AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED AG2_AGENT_GRP_[*].INFLUENCE AG2_AGENT_GRP_[*].INFLUENCE_OFFERED AG2_AGENT_GRP_[*].INVITE AG2_AGENT_GRP_[*].INVITE_TIME AG2_AGENT_GRP_[*].NOTACCEPTED AG2_AGENT_GRP_[*].OFFERED AG2_AGENT_GRP_[*].REJECTED AG2_AGENT_GRP_[*].RESPONDED_UNIQUE AG2_AGENT_GRP_[*].RESPONSES AG2_AGENT_GRP_[*].REVENUE AG2_AGENT_GRP_[*].REVENUE_OFFERED AG2_AGENT_GRP_[*].SATISFACTION AG2_AGENT_GRP_[*].SATISFACTION_OFFERED AG2_AGENT_GRP_[*].SENTIMENT AG2_AGENT_GRP_[*].SENTIMENT_OFFERED AG2_AGENT_GRP_[*].SHORT AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT AG2_AGENT_GRP_[*].XFER_RECEIVED_ACCEPTED AG2_AGENT_QUEUE-[*].SATISFACTION AG2_AGENT_QUEUE_[*].ACCEPTED AG2_AGENT_QUEUE_[*].ACCEPTED_THREAD AG2_AGENT_QUEUE_[*].ACTIONABILITY AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED AG2_AGENT_QUEUE_[*].AGENT_GROUP_COMBINATION_KEY AG2_AGENT_QUEUE_[*].CONFERENCE_RECEIVED_ACCEPTED AG2_AGENT_QUEUE_[*].DATE_TIME_KEY AG2_AGENT_QUEUE_[*].ENGAGE_TIME AG2_AGENT_QUEUE_[*].INFLUENCE AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED AG2_AGENT_QUEUE_[*].INVITE AG2_AGENT_QUEUE_[*].INVITE_TIME AG2_AGENT_QUEUE_[*].NOTACCEPTED AG2_AGENT_QUEUE_[*].OFFERED AG2_AGENT_QUEUE_[*].QUEUE_GROUP_COMBINATION_KEY AG2_AGENT_QUEUE_[*].REJECTED AG2_AGENT_QUEUE_[*].RESPONDED_UNIQUE AG2_AGENT_QUEUE_[*].RESPONSES AG2_AGENT_QUEUE_[*].REVENUE AG2_AGENT_QUEUE_[*].REVENUE_OFFERED AG2_AGENT_QUEUE_[*].SATISFACTION_OFFERED AG2_AGENT_QUEUE_[*].SENTIMENT AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED AG2_AGENT_QUEUE_[*].TRANSFER_INIT_AGENT AG2_AGENT_QUEUE_[*].XFER_RECEIVED_ACCEPTED AG2_AGENT_[*].ACCEPTED AG2_AGENT_[*].ACCEPTED_UNIQUE AG2_AGENT_[*].ACTIONABILITY AG2_AGENT_[*].ACTIONABILITY_OFFERED AG2_AGENT_[*].DATE_TIME_KEY AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME AG2_AGENT_[*].GROUP_COMBINATION_KEY AG2_AGENT_[*].INFLUENCE AG2_AGENT_[*].INFLUENCE / AG2_AGENT_[*].INFLUENCE_OFFERED or AG2_AGENT_GRP_[*].INFLUENCE / AG2_AGENT_GRP_[*].INFLUENCE_OFFERED AG2_AGENT_[*].INFLUENCE_OFFERED AG2_AGENT_[*].INVITE AG2_AGENT_[*].INVITE_TIME AG2_AGENT_[*].NOTACCEPTED AG2_AGENT_[*].OFFERED AG2_AGENT_[*].REJECTED AG2_AGENT_[*].RESPONDED_UNIQUE AG2_AGENT_[*].RESPONSES AG2_AGENT_[*].REVENUE AG2_AGENT_[*].REVENUE_OFFERED AG2_AGENT_[*].SATISFACTION AG2_AGENT_[*].SATISFACTION_OFFERED AG2_AGENT_[*].SENTIMENT AG2_AGENT_[*].SENTIMENT / AG2_AGENT_[*].SENTIMENT_OFFERED or AG2_AGENT_GRP_[*].SENTIMENT / AG2_AGENT_GRP_[*].SENTIMENT_OFFERED AG2_AGENT_[*].SENTIMENT_OFFERED AG2_AGENT_[*].SHORT AG2_AGENT_[*].TRANSFER_INIT_AGENT AG2_AGENT_[*].XFER_RECEIVED_ACCEPTED AG2_CALLBACK_*.ACCEPTED_IMMEDIATE AG2_CALLBACK_*.ACCEPTED_SCHEDULED AG2_CALLBACK_*.ACCEPTED_WAIT_FOR_AGENT AG2_ID_*.ABANDONED_STANDARD_TIME AG2_ID_*.ACCEPTED AG2_ID_*.ACCEPTED_AGENT AG2_ID_*.ACCEPTED_AGENT_TIME AG2_ID_*.ACCEPTED_THR AG2_ID_*.ACCEPT_TIME AG2_ID_*.ACCEPT_TIME_AGENT_MAX AG2_ID_*.ACTIONABILITY AG2_ID_*.ACTIONABILITY_ENTERED AG2_ID_*.DATE_TIME_KEY AG2_ID_*.ENGAGE_TIME AG2_ID_*.ENTERED AG2_ID_*.ENTERED_OBJ_RES AG2_ID_*.ENTERED_THREAD AG2_ID_*.FINISHED AG2_ID_*.FINISHED_RESPONSE AG2_ID_*.FINISHED_THR AG2_ID_*.FINISH_RESPONSE_TIME AG2_ID_*.FINISH_TIME AG2_ID_*.FIRST_RESPONSE_TIME AG2_ID_*.FOCUS AG2_ID_*.FOCUS_TIME AG2_ID_*.GPM_ACTIVE AG2_ID_*.INFLUENCE AG2_ID_*.INFLUENCE_ENTERED AG2_ID_*.INVITE AG2_ID_*.INVITE_TIME AG2_ID_*.RESPONDED AG2_ID_*.RESPONDED_THR AG2_ID_*.RESPONSES AG2_ID_*.REVENUE AG2_ID_*.SATISFACTION AG2_ID_*.SATISFACTION_ENTERED AG2_ID_*.SENTIMENT AG2_ID_*.SENTIMENT_ENTERED AG2_ID_*.SHORT_ABANDONED AG2_ID_FCR_*.ACCEPTED_FCR AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY AG2_I_AGENT_[*].NOT_READY_IN AG2_I_AGENT_[*].NOT_READY_IN_TIME AG2_I_AGENT_[*].NOT_READY_OUT AG2_I_AGENT_[*].NOT_READY_OUT_TIME AG2_I_AGENT_[*].WRAP AG2_I_AGENT_[*].WRAP_TIME AG2_I_SESS_STATE_[*].ACTIVE_TIME AG2_I_SESS_STATE_[*].BUSY AG2_I_SESS_STATE_[*].BUSY_TIME AG2_I_SESS_STATE_[*].NOT_READY AG2_I_SESS_STATE_[*].NOT_READY_TIME AG2_I_SESS_STATE_[*].READY AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) AG2_QUEUE_*.GPR_ACTIVE AG2_QUEUE_ABN_[*].DATE_TIME_KEY AG2_QUEUE_ABN_[*].GROUP_COMBINATION_KEY AG2_QUEUE_ACC_AGENT_*.ACCEPTED_AGENT AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_2 AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_<X> (where <X> is a value between 1 and 20 AG2_QUEUE_ACC_AGENT_[*].DATE_TIME_KEY AG2_QUEUE_ACC_AGENT_[*].GROUP_COMBINATION_KEY AG2_QUEUE_GRP_*.GPM_ERROR AG2_QUEUE_GRP_*.GPR_ACTIVE AG2_QUEUE_GRP_[*].ACCEPTED AG2_QUEUE_GRP_[*].ACCEPTED_AGENT AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_TIME AG2_QUEUE_GRP_[*].ACCEPTED_THR AG2_QUEUE_GRP_[*].ACCEPTED_TIME AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX AG2_QUEUE_GRP_[*].CLEARED AG2_QUEUE_GRP_[*].CLEARED_STUCK AG2_QUEUE_GRP_[*].CLEARED_TIME AG2_QUEUE_GRP_[*].CLEARED_TIME_MAX AG2_QUEUE_GRP_[*].DATE_TIME_KEY AG2_QUEUE_GRP_[*].DISTRIBUTED_ AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME_MAX AG2_QUEUE_GRP_[*].ENGAGE_TIME AG2_QUEUE_GRP_[*].ENTERED AG2_QUEUE_GRP_[*].INVITE AG2_QUEUE_GRP_[*].INVITE_TIME AG2_QUEUE_GRP_[*].REDIRECTED AG2_QUEUE_GRP_[*].ROUTED_OTHER AG2_QUEUE_GRP_[*].TRANSFER_INIT_AGENT AG2_QUEUE_[*].ACCEPTED AG2_QUEUE_[*].ACCEPTED_AGENT AG2_QUEUE_[*].ACCEPTED_AGENT_THR AG2_QUEUE_[*].ACCEPTED_AGENT_TIME AG2_QUEUE_[*].ACCEPTED_THR AG2_QUEUE_[*].ACCEPTED_TIME AG2_QUEUE_[*].ACCEPTED_TIME_MAX AG2_QUEUE_[*].CLEARED AG2_QUEUE_[*].CLEARED_STUCK AG2_QUEUE_[*].CLEARED_TIME AG2_QUEUE_[*].CLEARED_TIME_MAX AG2_QUEUE_[*].DATE_TIME_KEY AG2_QUEUE_[*].DISTRIBUTED_ AG2_QUEUE_[*].DISTRIBUTED_TIME AG2_QUEUE_[*].DISTRIBUTED_TIME_MAX AG2_QUEUE_[*].ENGAGE_TIME AG2_QUEUE_[*].ENTERED AG2_QUEUE_[*].GROUP_COMBINATION_KEY AG2_QUEUE_[*].INVITE AG2_QUEUE_[*].INVITE_TIME AG2_QUEUE_[*].REDIRECTED AG2_QUEUE_[*].ROUTED_OTHER AG2_QUEUE_[*].TRANSFER_INIT_AGENT and so on ) Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. corresponding to the number of this threshold GPM_FACT.AGENT_SCORE IF_IRF_GPM_FACT_GI2.ABANDONED IF_IRF_GPM_FACT_GI2.ABANDONED_TIME IF_IRF_GPM_FACT_GI2.AGENT_RANK IF_IRF_GPM_FACT_GI2.CONF_INIT_TALK_DURATION IF_IRF_GPM_FACT_GI2.CONF_JOIN_TALK_DURATION IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE IF_IRF_GPM_FACT_GI2.MAX_SCORE IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE IF_IRF_GPM_FACT_GI2.MESSAGE IF_IRF_GPM_FACT_GI2.MIN_SCORE IF_IRF_GPM_FACT_GI2.QUEUE_DURATION IF_IRF_GPM_FACT_GI2.REVENUE IF_IRF_GPM_FACT_GI2.ROUTING_POINT_DURATION IF_IRF_GPM_FACT_GI2.TARGET_SIZE IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT INTERACTION_RESOURCE_FACT_GI2.ABANDONED INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION INTERACTION_RESOURCE_FACT_GI2.TRANSFER_INITIATED_AGENT INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION_RCV IRF_USER_DATA_GEN_1.REVENUE IRF_USER_DATA_GEN_1.SATISFACTION IRF_USER_DATE_GEN_1.SATISFACTION IXN_RESOURCE_STATE_FACT_GI2.START_DATE_TIME_KEY RESOURCE_GROUP_FACT_GI2.START_DATE_TIME_KEY SM_RES_SESSION_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY SM_RES_SESSION_FACT_GI2.TOTAL_DURATION SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_KEY SM_RES_STATE_FACT_GI2.START_DATE_TIME_KEY SM_RES_STATE_FACT_GI2.TOTAL_DURATION SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION such as AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT_STI_1

None (12)

Other values: ; AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. Caclulated as the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. Calculated as AG2_AGENT_[*].ACTIONABILITY divided by AG2_AGENT_[*].ACTIONABILITY_OFFERED, or AG2_AGENT_GRP_[*].ACTIONABILITY divided by AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED. Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED. Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED. Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. Calculated as Engage Time divided by Accepted Agent metrics. Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. Calculated as IXN_RESOURCE_STATE_FACT_GI2.END_TS minus IXN_RESOURCE_STATE_FACT_GI2.START_TS. Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. Calculated as the difference between INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. Calculated as the sum of the Queue > Entered and Queue > Q Consult > Entered metrics. Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. Calculated as the sum of the Queue > Q Customer > Accepted Agent and Queue > Q Consults > Consult Received Accepted metrics. Calculated as the sum of the Queue > Q Customer > Accepted and Queue > Q Consults > Consult Accepted metrics. Calculated as the sum of the Queue > Q Customer > Accepted in Threshold and Queue > Q Consults > Accepted in Threshold metrics. Calculated as the sum of the Queue > Q Customer > Accepted Other and Queue > Q Consults > Accepted Other metrics. Calculated as the sum of the Queue > Q Customer > Clear Time and Queue > Q Consults > Consult Clear Time metrics. Calculated as the sum of the Queue > Q Customer > Cleared and Queue > Q Consults > Cleared metrics. Calculated as the sum of the Queue > Q Customer > Distribute Time and Queue > Q Consults > Distribute Time metrics. Calculated as the sum of the Queue > Q Customer > Distributed and Queue > Q Consults > Distributed metrics. Calculated as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting. Calculated as: AG2_AGENT_QUEUE_[*].SENTIMENT divided by AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. Calculated based on the (Activity > Queue) Hold and Hold Time metrics. Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. Calculated based on the (BA Customer >) Classify Sentiment Category metric. Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. Calculated based on the (BA Customer >) Responses and Responded metrics. Calculated based on the > Q Customer & Consults > Abandoned Waiting ST<X> > Accepted Agent ST<X> metric and the value of AG2_QUEUE_ACC_AGENT_[*].ACCEPTED_AGENT (where <X> is a value between 1 and 20). Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. Calculated based on the Business Attribute > Accept Time and Accepted metrics. Calculated based on the Business Attribute > Accepted Agent and Offered metrics. Calculated based on the Business Attribute > Accepted and Accepted Agent metrics. Calculated based on the Business Attribute > Accepted and Offered metrics. Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics. Calculated based on the Business Attribute > Avg Accept Time Agent metric. Calculated based on the Business Attribute > Consult Received Time and Consult Received Accepted metrics. Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics. Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics. Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics. Calculated based on the Business Attribute > Finish Time and Finished metrics. Calculated based on the Business Attribute > Finished in Threshold and Finished metrics. Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. Calculated based on the Business Attribute > Invite Time and Invite metrics. Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics. Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction metrics. Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics. Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics. Calculated based on the Busy Time and Active Time Summarized State metrics. Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. Calculated based on the following metrics from the Queue > Engage Time, Queue > Q Consult > Consult Received Engage Time, and Queue > Q Consult > Consult Received Engage Warm Time. Calculated based on the following metrics from the Queue folder: Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time, Consult Received Warm Time, and Consult Received Warm Wrap metrics. Time Queue Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. Calculated based on the Invite Time and Invite Business Attribute metrics. Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. Calculated based on the Not Ready Time and Active Time Summarized State metrics. Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. Calculated based on the Other State Time and Active Time Summarized State metrics. Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics. Calculated based on the Queue > Accept Time and Queue > Accepted metrics. Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics. Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Engage Time and Queue > Accepted Agent metrics. Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. Calculated based on the Queue > Invite Time, Queue > Q Consults > Consult Received Invite Time, and Queue > Q Consults > Consult Received Invite Warm Time metrics. Calculated based on the Queue > Invite, Queue > Q Consults > Consult Received Invite, and Queue > Q Consults > Consult Received Invite Warm metrics. Calculated based on the Queue > Not Accepted and Queue > Q Consults > Consults Redirected metrics. Calculated based on the Queue > Offered and Queue > Q Consult > Consult Offered. Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. Calculated based on the Queue > Q Customer > Redirected and Queue > Q Consults > Consult Redirected metrics. Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. Calculated based on the Queue > Queue Predictive Routing > Agent Score and Queue > Queue Predictive Routing > Active metrics. Calculated based on the Queue > Routed Other and Queue > Q Consults > Consult Routed Other metrics . Calculated based on the Queue > Stuck and Queue > Q Consults > Consult Stuck metrics. Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics Calculated based on the Queue > Transfer Initiated Agent and Queue > Q Consults > Consult Transfer Initiated Agent metrics. Calculated based on the Ready Time and Active Time Summarized State metrics. Calculated based on the Revenue and Offered with Revenue Activity metrics. Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics. Calculated based on the Transfer Initiated and Accepted Activity metrics. Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics.

None (10) · Predictive Routing - AHT & QUEUE (4) · Predictive Routing Operational Report (4)

Other values: ; Agent Activity Agent Conduct Report Agent Group Business Attribute Report Agent Group Interaction Handling Report Agent Group Membership Details Report Agent Group Queue Business Attribute Report Agent Interaction Hierarchy Report Agent Interaction State Agent Interval Based Report Agent Login-Logout Details Report Agent Not Ready Reason Code Report Agent Not Ready Report Agent Omnichannel Activity Report Agent Outbound Campaign Report Agent Performance Dashboard Agent Queue Report Agent Report Agent Social Engagement Report Agent State Details Report Agent Summarized State Agent Summary Activity Email Report Agent Summary Activity Report Agent Summary Activity Report (Active) Agent Summary Activity Report (Email) Agent Summary Activity Report (Interaction) Agent Task Dashboard Agent Transfer Summary Report Agent Utilization Agent Utilization Email Report Agent Utilization Report Agent Wrap Report AHT Business Metrics Executive Report Callback Summary Report Contact Center Dashboard Contact Center Report Customer Perspective Report Interaction Handling Attempt Report Interaction Traffic Group Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interaction Volume Business Result Report Interaction Volume Summary Report Model Efficiency PR Performance Dashboard Pre-Agent Termination Report Predicitive Routing Queue Statistics Report Predictive Routing - Model Efficiency Predictive Routing AB Testing Report Predictive Routing AB Testing Report (Hour) Predictive Routing Agent Dashboard Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Report (Active Time & Predictive) Predictive Routing Agent Occupancy Report (Active Time and Predictive) Predictive Routing Agent Occupancy Report (Interaction Time) Predictive Routing Detail Report Predictive Routing Queue Statistics Report Queue Dashboard Queue Outline Report Queue Report Queue Summary Report Speed of Accept (hours) Report Speed of Accept (seconds) Report Supervisor Dashboard Survey Statistics Report Task Routing Agent Activity Task Routing Agent Group Activity Task Routing Agent Group Summary Activity Task Routing Agent Summary Activity Task Volume Dashboard Task Volume Report Transfer Dashboard Transfer Detail Report

yes (12)

yes (12)

None (12)

None (12)

Other values: