Drilldown: GCXI Metric

None (2) · Disposition (2)

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

Number (2)

Agent · iWD > Service Objects · Designer > Session Block · Designer > Survey · Detail > Handling Attempt · Detail > Handling Attempt > Handling Predictive Routing · Detail > Transfer · iWD · iWD > Agent · iWD > Email · iWD > Queue · Outbound Contact · Designer > Session · Outbound Contact > Agent Contact · Outbound Contact > Contact Attempt · Queue · Queue > Q Consults · Queue > Q Customer · Queue > Q Customer & Consults · Queue > Q Customer & Consults > Abandoned Waiting ST1

Other values: ; Agent > Activity Agent > Activity > Queue Agent > Detail > Ixn State Agent > Detail > Session Agent > Detail > State Agent > Group Membership Agent > State and Reason > Interaction State Agent > State and Reason > Interaction State > Interaction Predictive Routing Agent > State and Reason > Summarized State Billing Data Business Attribute > BA Consults Business Attribute > BA Customer Business Attribute > BA Predictive Routing Callback Callback > Detail Chat Chat > Agent Chat > Async Chat > Thread Chat Bot Co-browse Designer Designer > Activity Designer > Bot Designer > Session > Detail Queue > Q Customer & Consults > Accepted Agent ST1 Queue > Queue Predictive Routing Service Objects

None (2) · Queue > Q Customer (2)

None (2)

None (2)

None (2) · Q_ABANDONED (2) · Q_ABANDONED_INVITE (2) · Q_ABANDONED_INVITE_PCT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_SHORT_PCT (2) · Q_ABANDONED_STANDARD_TIME (2) · Q_ABANDONED_TIME (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_MAX (2) · Q_ACCEPTED (2) · Q_ACCEPTED_AGENT (2) · Q_ACCEPTED_AGENT_PCT (2) · Q_ACCEPTED_AGENT_TIME (2) · Q_ACCEPTED_AGENT_TIME_AVG (2) · Q_ACCEPTED_OTHER (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_THR (2) · Q_ACCEPTED_TIME (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ASA (2) · Q_DATE_TIME_KEY (2) · Q_ENGAGE_TIME (2) · Q_ENGAGE_TIME_AVG (2) · Q_ENTERED (2) · Q_HANDLE_TIME (2) · Q_HANDLE_TIME_AVG (2) · Q_INVITE (2) · Q_INVITE_TIME (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_TRANSFER_INIT_AGENT (2) · Q_TRANSFER_INIT_AGENT_PCT (2)

None (2) · AG2_QUEUE_GRP_[*].ABANDONED (2) · AG2_QUEUE_GRP_[*].ABANDONED_INVITE (2) · AG2_QUEUE_GRP_[*].ABANDONED_SHORT (2) · AG2_QUEUE_GRP_[*].ABANDONED_STANDARD_TIME (2) · AG2_QUEUE_GRP_[*].ABANDONED_TIME (2) · AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_TIME (2) · AG2_QUEUE_GRP_[*].ACCEPTED_THR (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME (2) · AG2_QUEUE_GRP_[*].DATE_TIME_KEY (2) · AG2_QUEUE_GRP_[*].ENGAGE_TIME (2) · AG2_QUEUE_GRP_[*].ENTERED (2) · AG2_QUEUE_GRP_[*].INVITE (2) · AG2_QUEUE_GRP_[*].INVITE_TIME (2) · AG2_QUEUE_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_QUEUE_[*].ABANDONED (2) · AG2_QUEUE_[*].ABANDONED_INVITE (2) · AG2_QUEUE_[*].ABANDONED_SHORT (2) · AG2_QUEUE_[*].ABANDONED_STANDARD_TIME (2) · AG2_QUEUE_[*].ABANDONED_TIME (2) · AG2_QUEUE_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED_AGENT (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_TIME (2) · AG2_QUEUE_[*].ACCEPTED_THR (2) · AG2_QUEUE_[*].ACCEPTED_TIME (2) · AG2_QUEUE_[*].DATE_TIME_KEY (2) · AG2_QUEUE_[*].ENGAGE_TIME (2) · AG2_QUEUE_[*].ENTERED (2) · AG2_QUEUE_[*].INVITE (2) · AG2_QUEUE_[*].INVITE_TIME (2) · AG2_QUEUE_[*].TRANSFER_INIT_AGENT (2)

None (2) · Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. (2) · 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 (2) · Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2)

None (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)

yes (2)

yes (2)

None (2)

None (2)

QueueAbandonedInviting (2) · QueueAbandonedWaiting (2) · QueueAbandonedWaitingTime (2) · QueueAccepted (2) · QueueAcceptedAgent (2) · QueueAcceptedinThreshold (2) · QueueAcceptedOthers (2) · QueueAcceptTime (2) · QueueAcceptTimeAgent (2) · QueueASA (2) · QueueASAFmt (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgAcceptTime (2) · QueueAvgAcceptTimeAgent (2) · QueueAvgEngageTime (2) · QueueAvgHandleTime (2) · QueueEngageTime (2) · QueueEntered (2) · QueueHandleTime (2) · QueueInvite (2) · QueueInviteTime (2) · QueueMaxAbandonedWaitingTime (2) · QueueMaxAbandonedWaitingTimeFmt (2) · QueuePercentAbandonedInviting (2) · QueuePercentAbandonedWaiting (2) · QueuePercentAccepted (2) · QueuePercentAcceptedAgent (2) · QueuePercentAcceptServiceLevel (2) · QueuePercentShortAbandonedWaiting (2) · QueuePercentTransferInitiated (2) · QueuePercentTransferInitiatedAgent (2) · QueueShortAbandonedWaiting (2) · QueueStandardAbandonedWaitingTime (2) · QueueStartDateTimeKey (2) · QueueTransferInitiatedAgent (2)