Drilldown: GCXI Metric
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None (4) ·
A_ABANDONED_INVITING (2) ·
A_AGENT_DISCONNECT_FIRST (2) ·
QC_CONSULT_ABANDONED (2) ·
QC_CONSULT_ABANDONED_INVITE (2) ·
QC_CONSULT_ABANDONED_SHORT (2) ·
QC_CONSULT_ABANDONED_STANDARD (2) ·
QC_CONSULT_ABANDONED_STANDARD_TIME (2) ·
QC_CONSULT_ABANDONED_TIME (2) ·
QC_CONSULT_ABANDONED_TIME_MAX (2) ·
Q_ABANDONED (2) ·
Q_ABANDONED_INVITE (2) ·
Q_ABANDONED_INVITE_CC (2) ·
Q_ABANDONED_INVITE_PCT (4) ·
Q_ABANDONED_PCT (2) ·
Q_ABANDONED_SHORT (2) ·
Q_ABANDONED_SHORT_CC (2) ·
Q_ABANDONED_SHORT_PCT (2) ·
Q_ABANDONED_STANDARD (2) ·
Q_ABANDONED_STANDARD_CC (2) ·
Q_ABANDONED_STANDARD_TIME (2) ·
Q_ABANDONED_STANDARD_TIME_MAX (2) ·
Q_ABANDONED_STANDARD_TIME_MAX_CC (2) ·
Q_ABANDONED_STI__PCT (where 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) (2) ·
Q_ABANDONED_STI__PCT (where 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) (2) ·
Q_ABANDONED_TIME (2) ·
Q_ABANDONED_TIME_AVG (2) ·
Q_ABANDONED_TIME_CC (2) ·
Q_ABANDONED_TIME_MAX (2) ·
Q_ABANDONED_WAIT_CC (2) ·
T_ABANDONED (2) ·
T_ABANDONED_INVITE_PCT (4) ·
T_ABANDONED_INVITING (2) ·
T_ABANDONED_PCT (2) ·
T_ABANDONED_SHORT_PCT (2) ·
T_ABANDONED_STANDARD_TIME_MAX (2) ·
T_ABANDONED_TIME (2) ·
T_ABANDONED_TIME_AVG (2) ·
T_ABANDONED_TIME_MAX (2)
dbTable:
calculation:
None (8) ·
"iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) ·
"iWD\Email\Sent" - "iWD\Email\Sent QA Review" (2) ·
"iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) ·
"iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" (2) ·
Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review (2) ·
Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK (2) ·
Calculated as the sum of the Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. (2) ·
Calculated as the sum of the Queue > Abandoned Inviting and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) ·
Calculated as the sum of the Queue > Abandoned Waiting Time and Queue > Q Consults > Consult Abandoned Waiting Time metrics. (2) ·
Calculated as the sum of the Queue > Customer and Consults > Abandoned Inviting and Queue > Customer and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) ·
Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) ·
Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. (2) ·
Calculated based on the > Q Customer & Consults > Abandoned Waiting ST > Abandoned Waiting ST metric and the value of AG2_QUEUE_ABN_[*].ABANDONED (where is a value between 1 and 20). (2) ·
Calculated based on the Abandoned Inviting and Offered Business Attribute metrics. (2) ·
Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics. (2) ·
Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) ·
Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) ·
Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics. (2) ·
Calculated based on the Queue > Standard Abandoned Waiting and Queue > Q Consults > Consult Standard Abandoned Waiting metrics. (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 > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. (2) ·
Calculated based on the Queue > Max Abandoned Waiting Time metric. (2) ·
Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. (2) ·
Calculated based on the Queue > Short Abandoned Waiting and Queue > Q Consults > Consult Short Abandoned Waiting metrics . (2) ·
Sum("CMPL_QA_REVIEW_COUNT") (2) ·
Sum("CMPL_TASK_COUNT Standard Response") (2) ·
Sum("CMPL_TASK_COUNT") (2) ·
Sum("NEW_TASK_COUNT") (2) ·
Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) (2) ·
Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) (2) ·
Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) (2) ·
Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) (2) ·
SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn:
None (8) ·
Abandon Delay Report (2) ·
Agent Conduct Report (2) ·
Agent Performance Dashboard (2) ·
Agent Report (2) ·
Campaign Summary Report (2) ·
Contact Center Dashboard (2) ·
Contact Center Report (2) ·
Inbound Intraday Email Process Report (2) ·
Interaction Traffic Group Report (2) ·
Interaction Traffic Report (2) ·
Interaction Volume Business Attribute Report (2) ·
Interaction Volume Business Result Report (2) ·
Outbound Email Report (2) ·
Pre-Agent Termination Report (2) ·
Predictive Routing Queue Statistics Report (2) ·
Queue Dashboard (2) ·
Queue Outline Report (2) ·
Queue Report (2) ·
Queue Summary Report (2)
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Showing below up to 8 results in range #1 to #8.
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