Drilldown: GCXI Metric

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

None (2) · All (2) · All (Except Chat) (2) · Voice (2)

None (2) · Number (2)

Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Agent > State and Reason > Summarized State (2)

None (2)

None (2)

None (2)

Other values: ; gpmAgentScore GPRActive IA_ACCEPTED_EVENTUALLY IA_ACTIVE_TIME IA_BUSY IA_BUSY_TIME IA_BUSY_TIME_IXN IA_BUSY_TIME_PCT IA_CONSULT_RECEIVED_TIME_PCT IA_ENGAGE_TIME_PCT IA_HOLD_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_IN IA_WRAP_IN_TIME IA_WRAP_IXN IA_WRAP_OUT IA_WRAP_OUT_TIME IA_WRAP_OUT_TIME_PCT IA_WRAP_TIME_IXN IA_WRAP_TIME_IXN_PCT IA_WRAP_TIME_PCT STATE_REASON STATE_REASON_TIME

None (2) · AG2_I_AGENT_*.AGENT_SCORE (2) · AG2_I_AGENT_*.GPM_ACTIVE (2) · AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY (2) · AG2_I_AGENT_[*].NOT_READY_IN (2) · AG2_I_AGENT_[*].NOT_READY_IN_TIME (2) · AG2_I_AGENT_[*].NOT_READY_OUT (2) · AG2_I_AGENT_[*].NOT_READY_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_IN (2) · AG2_I_AGENT_[*].WRAP_IN_TIME (2) · AG2_I_AGENT_[*].WRAP_OUT (2) · AG2_I_AGENT_[*].WRAP_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · AG2_I_SESS_STATE_[*].READY (2) · AG2_I_STATE_RSN_*.STATE_RSN (2) · AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) (2) · AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) (2) · Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. (2) · SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION (2)

None (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · 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. (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Agent Score (gpmAgentScore), divided by the total number of interactions where Predictive Routing was active. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. (2) · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (2) · Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2)

None (2) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Email) (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Agent Utilization Report (2) · Agent Wrap Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Dashboard (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Active Time and Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)

yes (2)

yes (2)

None (2)

None (2)

Other values: ; AgentStateandReasonInteractionPredictiveRoutingActive AgentStateandReasonInteractionPredictiveRoutingAgentScore AgentStateandReasonInteractionPredictiveRoutingAvgAgentScore AgentStateandReasonInteractionStateAcceptedEventually AgentStateandReasonInteractionStateIxnBusyTime AgentStateandReasonInteractionStateIxnWrap AgentStateandReasonInteractionStateIxnWrapTime AgentStateandReasonInteractionStateNotAccepted AgentStateandReasonInteractionStateNotReadyIn AgentStateandReasonInteractionStateNotReadyInTime AgentStateandReasonInteractionStateNotReadyOut AgentStateandReasonInteractionStateNotReadyOutTime AgentStateandReasonInteractionStatePercentConsultReceivedTime AgentStateandReasonInteractionStatePercentEngageTime AgentStateandReasonInteractionStatePercentHoldTime AgentStateandReasonInteractionStatePercentInviteTIme AgentStateandReasonInteractionStatePercentIxnWrapTime AgentStateandReasonInteractionStatePercentNotReadyInTime AgentStateandReasonInteractionStatePercentNotReadyOutTime AgentStateandReasonInteractionStatePercentWrapOutTime AgentStateandReasonInteractionStateWrapIn AgentStateandReasonInteractionStateWrapInTime AgentStateandReasonInteractionStateWrapOut AgentStateandReasonInteractionStateWrapOutTIme AgentStateandReasonSummarizedStateActiveTime AgentStateandReasonSummarizedStateBusy AgentStateandReasonSummarizedStateBusyTime AgentStateandReasonSummarizedStateNotReady AgentStateandReasonSummarizedStateNotReadyReasonCount AgentStateandReasonSummarizedStateNotReadyReasonTime AgentStateandReasonSummarizedStateNotReadyTime AgentStateandReasonSummarizedStateOmniWrapTime AgentStateandReasonSummarizedStateOtherStateTime AgentStateandReasonSummarizedStatePercentBusyTime AgentStateandReasonSummarizedStatePercentNotReadyReasonTIme AgentStateandReasonSummarizedStatePercentNotReadyTIme AgentStateandReasonSummarizedStatePercentOccupancy AgentStateandReasonSummarizedStatePercentOmniBusyTime AgentStateandReasonSummarizedStatePercentOmniNotReadyTime AgentStateandReasonSummarizedStatePercentOmniOccupancy AgentStateandReasonSummarizedStatePercentOmniOtherStateTIme AgentStateandReasonSummarizedStatePercentOmniReadyTime AgentStateandReasonSummarizedStatePercentOtherStateTime AgentStateandReasonSummarizedStatePercentReadyTIme AgentStateandReasonSummarizedStatePercentWrapTime AgentStateandReasonSummarizedStateReady AgentStateandReasonSummarizedStateReadyTime AgentStateandReasonSummarizedStateStateReason AgentStateandReasonSummarizedStateStateReasonTime AgentStateandReasonSummarizedStateWrap AgentStateandReasonSummarizedStateWrapTime