Drilldown: GCXI Metric
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internalMetricID:
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)
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