Drilldown: GCXI Metric

None (14) · Disposition (12) · Interval (2)

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

None (20) · Disposition (2) · Number (8)

Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Agent > State and Reason > Summarized State (2) · Billing Data (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Chat (2) · Chat > Agent (2) · Chat > Thread (2) · Chat Bot (2) · Co-browse (2) · Designer (2) · Designer > Activity (2) · Designer > Bot (2) · Designer > Session > Detail (2) · Designer > Session Block (2) · Designer > Survey (2) · iWD (2) · iWD > Agent (2) · iWD > Queue (2) · iWD > Service Objects (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2) · Service Objects (2)

None (20) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2)

None (20) · "none" (2)

None (20)

None (20) · ??? (2) · A_CONSULT_RECEIVED_ACCEPTED (2) · gpmAgentScore (2) · STATE_REASON (2) · TIME_INT_VAL_01 (2) · TIME_INT_VAL_02 (2) · TIME_INT_VAL_03 (2) · TIME_INT_VAL_04 (2) · TIME_INT_VAL_05 (2) · TIME_INT_VAL_06 (2) · TIME_INT_VAL_07 (2) · TIME_INT_VAL_08 (2) · TIME_INT_VAL_09 (2) · TIME_INT_VAL_10 (2) · TIME_INT_VAL_11 (2) · TIME_INT_VAL_12 (2) · TIME_INT_VAL_13 (2) · TIME_INT_VAL_14 (2) · TIME_INT_VAL_15 (2) · TIME_INT_VAL_16 (2) · TIME_INT_VAL_17 (2) · TIME_INT_VAL_18 (2) · TIME_INT_VAL_19 (2)

None (14)

Other values: ; ? AG2_AGENT_*.FOCUS AG2_AGENT_*.FOCUS_TIME AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED AG2_AGENT_QUEUE_[*].FOCUS AG2_AGENT_QUEUE_[*].FOCUS_TIME AG2_CHAT_AGENT.ACCEPTED_LONG AG2_CHAT_AGENT.ACCEPTED_SHORT AG2_CHAT_AGENT.INVITE_ACC_TIME AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_ENGAGE_TIME AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_HOLD_TIME AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_WRAP AG2_CHAT_AGENT_*.CONSULT_RCV_WARM_WRAP_TIME AG2_CHAT_AGENT_*.CONSULT_RECEIVED_ENGAGE_TIME AG2_CHAT_AGENT_*.CONSULT_RECEIVED_HOLD_TIME AG2_CHAT_AGENT_*.CONSULT_RECEIVED_WRAP AG2_CHAT_AGENT_*.CONSULT_RECEIVED_WRAP_TIME AG2_CHAT_AGENT_*.ENGAGE_TIME AG2_CHAT_AGENT_*.HOLD_TIME AG2_CHAT_AGENT_*.REJECTED AG2_CHAT_AGENT_*.WRAP_TIME AG2_CHAT_AGENT_GRP.ACCEPTED_LONG AG2_CHAT_AGENT_GRP.ACCEPTED_SHORT AG2_CHAT_AGENT_GRP.INVITE_ACC_TIME AG2_CHAT_SESSION_*.SESSION_TIME AG2_CHAT_STATS_*.ABANDONED_WAITING_TIME AG2_CHAT_STATS_*.ACTIVE_IDLE AG2_CHAT_STATS_*.AGENTS AG2_CHAT_STATS_*.AGENT_REPLY_TIME AG2_CHAT_STATS_*.AGENT_RESPONSE_TIME_MAX AG2_CHAT_STATS_*.AGENT_WAIT AG2_CHAT_STATS_*.AGENT_WAIT_TIME AG2_CHAT_STATS_*.AGENT_WAIT_TIME_MAX AG2_CHAT_STATS_*.CUSTOMER_RESPONSES AG2_CHAT_STATS_*.CUSTOMER_RESPONSE_TIME AG2_CHAT_STATS_*.CUSTOMER_RESPONSE_TIME_MAX AG2_CHAT_STATS_*.CUSTOMER_WAIT AG2_CHAT_STATS_*.CUSTOMER_WAIT_TIME AG2_CHAT_STATS_*.CUSTOMER_WAIT_TIME_MAX AG2_CHAT_STATS_*.FIRST_AGENT_WAIT_TIME AG2_CHAT_STATS_*.FIRST_BOT_WAIT_TIME AG2_CHAT_STATS_*.FIRST_RESPONSE_WAIT_TIME AG2_CHAT_STATS_*.MSG_FROM_AGENTS_SIZE AG2_CHAT_STATS_*.MSG_FROM_BOT AG2_CHAT_STATS_*.MSG_FROM_BOT_SIZE AG2_CHAT_STATS_*.MSG_FROM_CUSTOMERS_SIZE AG2_CHAT_STATS_*.PARKING_DURATION AG2_CHAT_STATS_*.PARKING_DURATION_MAX AG2_CHAT_STATS_*.SESSIONS_DISCONNECTED AG2_CHAT_STATS_*.SESSIONS_PARKED AG2_CHAT_STATS_*.SESSIONS_PARKED_LONG AG2_CHAT_STATS_*.SESSIONS_PARKED_SHORT AG2_CHAT_STATS_*.SESSION_ENDED_NORMALLY AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION AG2_CHAT_THREAD_STATS.ENGAGEMENTS AG2_CHAT_THREAD_STATS.HANDLE_DURATION AG2_CHAT_THREAD_STATS.MSG_FROM_AGENTS AG2_CHAT_THREAD_STATS.MSG_FROM_AGENTS_SIZE AG2_CHAT_THREAD_STATS.MSG_FROM_CUSTOMERS AG2_CHAT_THREAD_STATS.MSG_FROM_CUSTOMERS_SIZE ??? AG2_CHAT_THREAD_STATS.SESSIONS AG2_CHAT_THREAD_STATS.THREADS AG2_COBROWSE_AGENT_*.HANDLE_TIME AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME AG2_ID_*.WRAP AG2_ID_*.WRAP_TIME AG2_I_AGENT_*.AGENT_SCORE AG2_I_STATE_RSN_*.STATE_RSN AG2_QUEUE_ABN_* AG2_SDR_ACTIVITY_*.DURATION AG2_SDR_BOT_*. AGENT_ROUTED AG2_SDR_BOT_*. BOT_FAILED AG2_SDR_BOT_*. DN_ROUTED AG2_SDR_BOT_*. INTENTS AG2_SDR_BOT_*. QUEUE_ABANDONED AG2_SDR_BOT_*. SS_ABANDONED AG2_SDR_BOT_*. SS_BOTS_DURATION AG2_SDR_BOT_*. SS_BOTS_ENTERED AG2_SDR_BOT_*.BOT_ENTERED AG2_SDR_BOT_*.BOT_SUCCESS AG2_SDR_BOT_*.ENTERED AG2_SDR_BOT_*.INTENTS_DURATION AG2_SDR_BOT_*.SS_DURATION AG2_SDR_BOT_*.SS_ENTERED AG2_SDR_SESSION_*.DATE_TIME_KEY AG2_SDR_SESS_*.DATE_TIME_KEY AG2_SDR_SESS_BLOCK_*.DURATION AG2_SDR_SESS_BLOCK_*.SUCCESS AG2_SDR_SESS_MILESTONE_*.DATE_TIME_KEY AG2_SDR_SURVEY_*.ANSWERED AGR_SCFG.INT_VAL_01 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_02 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_03 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_04 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_05 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_06 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_07 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_08 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_09 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_10 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_11 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_12 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_13 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_14 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_15 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_16 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_17 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_18 (These are internal tables that store time ranges for different media.) AGR_SCFG.INT_VAL_19 (These are internal tables that store time ranges for different media.) BDS_NAMED_AGENTS.RESOURCE_KEY ETL_AUDIT.EXTRACTED_EVENTS_AMOUNT IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME IWD_AGG_TASK_AGENT_*.WORK_TIME SDR_SESSION_FACT.INPUT_COUNT SDR_SESSION_FACT.MENU_COUNT

None (16) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) · Calculated as AG2_CHAT_THREAD_STATS.AGENT_REPLY_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS (2) · Calculated as AG2_CHAT_THREAD_STATS.HANDLE_DURATION divided by AG2_CHAT_THREAD_STATS.THREADS (2) · Calculated as Canceled - Canceled Autocompleted (2) · Calculated as Completed - Completed Agent (2) · Calculated as Completed Agent + Canceled Agent (2) · Calculated as Finished - Finished Agent (2) · Calculated as the difference between SDR_SESSION_FACT.END_TS_MS and SDR_SESSION_FACT.START_TS_MS. (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the sum of Chat > Agent > Consult Received Engage Time plus Chat > Agent > Consult Received Hold Time. (2) · Calculated as the sum of Chat > Agent > Consult Received Warm Engage Time plus Chat > Agent > Consult Received Warm Hold Time. (2) · Calculated as the value of First Response Wait Time minus the value of First Agent Wait Time. (2) · Calculated as the value of the Chat > First Response Agent Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated based on the Chat > Interaction with Less Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Interaction with Long Queue Time and Chat > Interactions Parked metrics. (2) · Calculated based on the Chat > Media Session and Chat > Interactions Parked metrics. (2) · Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME). (2) · Calculated based on the following Business Attribute > BA Customer metrics: Influence Score, Sentiment Influence Entered Diff, Sentiment Score, Sentiment Factor, Entered with Sentiment. (2) · Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence. (2) · Calculated based on the value of the Chat Bot > Failed metric. (2) · Count([Resource Key BDS]) (2) · Intent Duration / Intent Hits (2) · Max([Max Date]) (2) · Max([Start Date Time Key]) (2) · Self Service Bot Duration / Entered Bot in Self Service (2) · Self Service No Bot Duration / Entered No Bot in Self Service (2) · SS_DURATION - SS_BOTS_DURATION (2) · SS_ENTERED - SS_BOTS_ENTERED (2) · The largest value recorded in AG2_CHAT_STATS.FIRST_RESPONSE_AGENT_TIME during the reporting period. (2)

None · Survey Statistics Report · Agent Transfer Summary Report · Predictive Routing - AHT & QUEUE · Predictive Routing Operational Report · Bot Dashboard · Agent Outbound Campaign Report · Campaign Summary Report · Transfer Dashboard · Interaction Traffic Group Report · Model Efficiency · Predictive Routing AB Testing Report · Predictive Routing - Model Efficiency · Customer Segment Service Level Report · Predicitive Routing Queue Statistics Report · Daily Transfer Summary Report · Pre-Agent Termination Report · PR Performance Dashboard · Inbound Intraday Email Process Report · Outbound Email Report

Other values: ; AHT Abandon Delay Report Activity Summary Report Activity by Final Disposition Report 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 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 Utilization Agent Utilization Email Report Agent Utilization Report Agent Wrap Report Application Duration Report Application Summary Report Assisted Service Interactions by Last Milestone Report Async Chat Dashboard Asynchronous Chat Dashboard Blocks Summary Report Bot Sessions Overall Business Metrics Executive Report Callback Details Report Callback Summary Report Campaign Callbacks Summary Report Capture Point Business Value Report Capture Point Report Capture Point Task Duration Report Chat Agent Stats Chat Agents Stats Chat Engagement Report Chat Interaction Stats Chat Message Statistics Report Chat Session Report Chat Termination Report Co-browse Summary Report Contact Center Dashboard Contact Center Report Contact List Effectiveness Contact List Effectiveness Report Customer Perspective Report IVR Usage Report Inbound Voice Report Interaction Handling Attempt Report Interaction Traffic Report Interaction Volume Business Attribute Email Report Interaction Volume Business Attribute Report Interaction Volume Business Result Report Interaction Volume Summary Report Interactions Acceptance Report Intraday Process Report Milestone Summary Report Predictive Routing AB Testing Report (Hour) Predictive Routing Agent Dashboard Predictive Routing Agent Occupancy Predictive Routing Agent Occupancy Dashboard 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 Priority Range Report Queue Report Queue Summary Report Resource Performance Dashboard Resource Performance Report Self-Service Statistics Report Sessions Handled by Bots Speed of Accept (hours) Report Speed of Accept (seconds) Report Supervisor Dashboard Survey Answer Report Task Age 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 Detail Report

None (2) · no (4) · yes (18)

None (2) · no (2) · yes (20)

None (20)

None (20)

Other values: ; AgentActivityFocus AgentActivityFocusTime AgentActivityQueueConsultReceivedAccepted AgentActivityQueueFocus AgentActivityQueueFocusTime AgentStateandReasonInteractionPredictiveRoutingAgentScore AgentStateandReasonSummarizedStateStateReason BDSResourceKeyBDS BusinessAttributeBAConsultsConsultReceivedEngageWarmTime BusinessAttributeBACustomerSentimentIndex BusinessAttributeBACustomerSentimentInfluenceEnteredDiff BusinessAttributeBACustomerTransferAcceptedTime BusinessAttributeBACustomerWrap BusinessAttributeBACustomerWrapTime ChatAgent ChatAgentAbandonedWaitingTime ChatAgentAlertDuration ChatAgentcHoldTime ChatAgentConsultReceivedEngageTime ChatAgentConsultReceivedEngageWarmTime ChatAgentConsultReceivedHoldTime ChatAgentConsultReceivedTime ChatAgentConsultReceivedWarmHoldTime ChatAgentConsultReceivedWarmTime ChatAgentConsultReceivedWarmWrap ChatAgentConsultReceivedWarmWrapTime ChatAgentConsultReceivedWrap ChatAgentConsultReceivedWrapTime ChatAgentEngageTime ChatAgentInteractionsLessTimetoAccept ChatAgentInteractionsLongTimetoAccept ChatAgentRejected ChatAgentResponseTime ChatAgentWait ChatAgentWaitTime ChatAgentWrapTime ChatAvgFirstResponseAgentTime ChatBotPercentFailed ChatCustomerResponses ChatCustomerResponseTime ChatCustomerWait ChatCustomerWaitTime ChatDisconnected ChatFirstAgentWaitTime ChatFirstBotWaitTime ChatFirstResponseAgentTime ChatFirstResponseWaitTime ChatIdleAgentPresent ChatInteractionsParked ChatInteractionswithLessQueueTime ChatInteractionswithLongQueueTime ChatMaxAgentFirstResponseAgent_Time ChatMaxAgentResponseTime ChatMaxAgentWaitTime ChatMaxCustomerResponseTime ChatMaxCustomerWaitTime ChatMaxWaittimeinQueue ChatMessagesFromAgentSize ChatMessagesFromBot ChatMessagesFromBotSize ChatMessagesFromCustomerSize ChatParkingQueueDuration ChatPercentInteractionsParked ChatPercentInteractionswithLessQueueTime ChatPercentInteractionswithLongsQueueTime ChatSessionEndedNormally ChatSessionTime ChatThreadAverageThreadHandleTime ChatThreadAverageThreadResponseTime ChatThreadEngagements ChatThreadThreadAgentMessages ChatThreadThreadAgentMessagesSize ChatThreadThreadCustomerMessages ChatThreadThreadCustomerMessagesSize ChatThreadThreadHandleTime ChatThreadThreadResponseTime ChatThreadThreads ChatThreadThreadSessions CobrowseBeforeCobrowseStartedTime CobrowseHandleTime DesignerActivityActivityDuration DesignerAnswered DesignerBlockDuration DesignerBotAbandonedinQueue DesignerBotAbandonedinSelfService DesignerBotAvgIntentDuration DesignerBotAvgSelfServiceBotDuration DesignerBotAvgSelfServiceNoBotDuration DesignerBotBotHits DesignerBotBots DesignerBotEnteredBotinSelfService DesignerBotEnteredinSelfService DesignerBotEnteredNoBotinSelfService DesignerBotFailed DesignerBotIntentDuration DesignerBotIntentHits DesignerBotRoutedtoAgent DesignerBotRoutedtoDN DesignerBotSelfServiceBotDuration DesignerBotSelfServiceDuration DesignerBotSelfServiceNo_BotDuration DesignerBotSuccess DesignerCallDuration DesignerInputCount DesignerMenuCount DesignerStartDateTimeKey DesignerSuccess iWDAcceptTime iWDAcceptToCompleteTime iWDAgentMaxHandleTime iWDAgentMinHandleTime iWDCanceledAgent iWDCanceledNONAutocompleted iWDCanceledOverdue iWDCompletedAgent iWDCompletedNONAgent iWDFinishedAgent iWDFinishedWithoutAgent iWDFinishTime iWDHandleTime iWDPreSourceSystemTime iWDQueueTasksonCancelQueue iWDQueueTasksonCapturedQueue iWDQueueTasksonCompletedQueue iWDQueueTasksonDeliveryAttemptHoldQueue iWDQueueTasksonDeliveryWindowHoldQueue iWDQueueTasksonErrorHeldQueue iWDQueueTasksonForceRouteHoldQueue iWDQueueTasksonForceRouteQueuedHold iWDQueueTasksonHoldQueue iWDQueueTasksonNewQueue iWDQueueTasksonNonRoutableQueue iWDQueueTasksonPostProcessingQueue iWDQueueTasksonQueuedQueue iWDQueueTasksonRejectedQueue iWDQueueTasksonRestrictedDeliveryQueue iWDQueueTasksonSubmittedQueue iWDQueueTasksonTransferQueue iWDServiceObjectsDuration iWDServiceObjectsExtractedEventsAmount iWDServicePending iWDServicePendingOverdue iWDSourceSystemTime QueueCustomerAndConsultsAbandonedWaitingAbandonedWaiting ServiceObjectsBound1 ServiceObjectsBound10 ServiceObjectsBound11 ServiceObjectsBound12 ServiceObjectsBound13 ServiceObjectsBound14 ServiceObjectsBound15 ServiceObjectsBound16 ServiceObjectsBound17 ServiceObjectsBound18 ServiceObjectsBound19 ServiceObjectsBound2 ServiceObjectsBound3 ServiceObjectsBound4 ServiceObjectsBound5 ServiceObjectsBound6 ServiceObjectsBound7 ServiceObjectsBound8 ServiceObjectsBound9 ServiceObjectsMaxDate ServiceObjectsMinDateTimeDayKey ServiceObjectsMinDateTimeDayKeyFmt ServiceObjectsMinDateTimeKey ServiceObjectsMinDateTimeKeyFmy ServiceObjectsMinDateTimeNextDayKey ServiceObjectsMinDateTimeNextDayKeyFmt ServiceObjectsStartDateTimeKey