Drilldown: GCXI Metric

None · Disposition · Detail · Date · Dispostion · Dispotion · Interval · Other

None (12) · All (6) · All (except Chat) (6) · All (except email) (6) · Async (2) · Chat (10) · Open (sync) (6) · Voice (10)

None (14) · Number (10)

Agent > Activity (2) · Agent > Activity > Queue (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Chat (2) · Chat Bot (2) · Co-browse (2) · Designer > Activity (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Consults (2) · Queue > Q Customer (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2) · Queue > Queue Predictive Routing (2)

None (18) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2) · Queue > Q Consults (2) · Queue > Q Customer (2)

None (18)

None (18)

None (16) · ??? (6) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (4) · A_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_OFFERED @T_ACCEPTED_THR @T_ACTIONABILITY @T_ACTIONABILITY_AVG @T_ACTIONABILITY_ENTERED @T_FINISHED_THR @T_INFLUENCE @T_INFLUENCE_AVG @T_INFLUENCE_ENTERED @T_SENTIMENT @T_SENTIMENT_AVG @T_SENTIMENT_ENTERED @T_SENTIMENT_FACTOR A_ABANDONED_INVITING A_ACCEPTED A_ACCEPTED_OTHER A_AGENT_DISCONNECT_FIRST A_CA_CONSULT_RECEIVED_WRAP_TIME A_CONFERENCE_INITIATED A_CONFERENCE_RECEIVED_ACCEPTED 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_TIME_AVG 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_GROUP_COMBINATION A_HANDLE_TIME A_HOLD A_INVITE A_INVITE_TIME A_NOTACCEPTED 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_WRAP A_XFER_RECEIVED_ACCEPTED_PCT CA_BUSY CA_CANCEL CA_CPD CA_CPD_DIAL CA_CPD_DIAL_TIME_MS CA_CPD_TIME_MS CA_CPD_TRANSFER CA_CPD_TRANSFER_TIME_MS CA_DIAL_MADE CA_DO_NOT_CALL CA_NO_RPC CA_PORT_UNAVAILABLE CA_PREVIEW CB_ABANDONED_WAITING CB_AGENT_ADDED_TO_IXN CB_AGENT_ADDED_TO_IXN_AVG CB_CALLBACKS CB_CALLBACK_CANCELLED CB_DATE_TIME_KEY CB_ESTABLISH_MEDIA_IXN_TIME_MAX CB_EWT_WHEN_OFFERED CB_EWT_WHEN_OFFERED_MAX CB_EWT_WHEN_OFFERED_MIN CB_IXN_REQ_AGENT CB_POS_WHEN_OFFERED CB_POS_WHEN_OFFERED_MAX CB_POS_WHEN_OFFERED_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 QC_CONSULT_ABANDONED_STANDARD_TIME QC_CONSULT_ABANDONED_TIME QC_CONSULT_ABANDONED_TIME_MAX 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_TIME QC_CONSULT_CLEARED_TIME_MAX QC_CONSULT_DISTRIBUTED_TIME QC_CONSULT_DISTRIBUTED_TIME_MAX QC_CONSULT_NOTACCEPTED 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_ENGAGE_TIME QC_CONSULT_RECEIVED_HOLD QC_CONSULT_RECEIVED_HOLD_TIME QC_CONSULT_RECEIVED_INVITE QC_CONSULT_RECEIVED_INVITE_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_TRANSFER_INIT_AGENT Q_ABANDONED_INVITE_PCT Q_ABANDONED_SHORT_PCT Q_ABANDONED_STANDARD_TIME Q_ABANDONED_STANDARD_TIME_MAX Q_ABANDONED_STANDARD_TIME_MAX_CC Q_ABANDONED_TIME Q_ACCEPTED_AGENT_THR Q_ACCEPTED_AGENT_TIME Q_ACCEPTED_AGENT_TIME_AVG Q_ACCEPTED_THR Q_ACCEPTED_THREAD Q_ACCEPTED_TIME Q_ASA Q_CLEARED_TIME Q_CLEARED_TIME_MAX Q_CONFERENCE_INIT_AGENT Q_CONSULT_RCV_WARM_TIME_AVG Q_DISTRIBUTED_TIME Q_DISTRIBUTED_TIME_CC Q_DISTRIBUTED_TIME_MAX Q_ENGAGE_TIME_CC Q_HANDLE_TIME Q_HOLD Q_HOLD_CC Q_INVITE Q_INVITE_CC Q_INVITE_TIME Q_INVITE_TIME_AVG Q_INVITE_TIME_CC Q_NOTACCEPTED Q_NOTACCEPTED_CC Q_TRANSFER_INIT_AGENT_CC Q_TRANSFER_INIT_AGENT_PCT Q_WRAP Q_WRAP_CC Q_WRAP_TIME_CC T_ABANDONED_INVITE_PCT T_ABANDONED_STANDARD_TIME T_ABANDONED_STANDARD_TIME_MAX T_ACCEPTED_AGENT T_ACCEPTED_AGENT_PCT T_ACCEPTED_AGENT_TIME T_ACCEPTED_OTHER T_ACCEPTED_THREAD T_ACCEPT_TIME 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_DATE_TIME_KEY T_ENGAGE_TIME T_FINISHED_NO_RESPONSE T_FINISH_NO_RESPONSE_TIME T_FINISH_RESPONSE_TIME T_FINISH_TIME T_FINISH_TIME_AVG T_FIRST_RESPONSE_TIME T_HANDLE_TIME T_HOLD T_HOLD_TIME T_INVITE T_INVITE_TIME T_INVITE_TIME_AVG T_RESPONDED T_RESPONDED_THR T_RESPONSES T_REVENUE T_SATISFACTION T_SATISFACTION_ENTERED T_SHORT_ABANDONED T_STANDARD_ABANDONED

None (12) · AG2_QUEUE_*.GPM_ERROR (4)

Other values:

None (16)

Other values: ; AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_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_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED. Calculated as AG2_ID_*.CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_ID_*.CONSULT_RCV_WARM_HOLD_TIME. Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED. Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED. Calculated as AG2_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME, or as AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME + AG2_QUEUE_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME Calculated as the difference between Business Attribute > Finished and Finished Response metrics. Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME Calculated as the sum of AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME plus AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME. Calculated as the sum of the Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting 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 > Distribute Time and Queue > Q Consults > Distribute Time 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 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) Consult Initiated Time and Consult Initiated metrics. Calculated based on the (Activity > Queue) Consult Received Warm Time and Consult Received Accepted Warm metrics. Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap 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 (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered 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 >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. Calculated based on the Abandoned Inviting and Offered Business Attribute 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 > Consult Received Time and Consult Received Accepted metrics. Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics. Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics. Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap 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 Time and Finish Response Time metrics. Calculated based on the Business Attribute > Finish Time and Finished metrics. Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics. 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. 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 Invite Time and Invite Business Attribute metrics. Calculated based on the Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time 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 > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. Calculated based on the Queue > Consult Received Warm Time and Queue > Consult Received Accepted Warm metrics. Calculated based on the Queue > Consult Received Warm Wrap Time and Queue > Consult Received Accepted Warm Wrap metrics. Calculated based on the Queue > Consult Received Wrap Time and Queue > Consult Received Wrap metrics. Calculated based on the Queue > Hold, Queue > Q Consults > Consult Received Hold, and Queue > Q Consults > Consult Received Warm Hold 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 > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. Calculated based on the Queue > Max Abandoned Waiting Time metric. Calculated based on the Queue > Not Accepted and Queue > Q Consults > Consults Redirected metrics. Calculated based on the Queue > Short Abandoned Waiting and Queue > Entered metrics. Calculated based on the Queue > Transfer Initiated Agent and Queue > Q Consults > Consult Transfer Initiated Agent metrics. Calculated based on the Queue > Wrap Time, Queue > Q Consults > Consult Received Wrap Time, and Queue > Q Consults > Consult Received Warm Wrap Time metrics. Calculated based on the Queue > Wrap, Queue > Q Consults > Consult Received Wrap, and Queue > Q Consults > Consult Received Warm Wrap metrics. Calculated based on the value of the Chat Bot > Failed metric. Refer to the Callback > Callbacks and Callback > Added Agents metrics.

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

no (2) · yes (16)

yes (18)

None (18)

None (18)

Other values: