Drilldown: GCXI Metric
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Agent (2) ·
Agent > Activity (2) ·
Agent > Activity > Queue (2) ·
Agent > Detail > Ixn State (2) ·
Agent > Detail > Session (2) ·
Agent > State and Reason > Interaction State (2) ·
Agent > State and Reason > Summarized State (2) ·
Business Attribute > BA Consults (2) ·
Business Attribute > BA Customer (2) ·
Business Attribute > BA Predictive Routing (2) ·
Detail > Handling Attempt (2) ·
Detail > Handling Attempt > Handling Predictive Routing (2) ·
Outbound Contact (2) ·
Queue (2) ·
Queue > Q Customer (2) ·
Queue > Q Customer & Consults (2) ·
Queue > Q Customer & Consults > Accepted Agent ST1 (2) ·
Queue > Queue Predictive Routing (2)
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None (10) ·
AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) ·
Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. (2) ·
Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. (2) ·
Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED. (2) ·
Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED. (2) ·
Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED. (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 as IXN_RESOURCE_STATE_FACT_GI2.END_TS minus IXN_RESOURCE_STATE_FACT_GI2.START_TS. (2) ·
Calculated as the sum of the Queue > Q Customer > Accepted in Threshold and Queue > Q Consults > Accepted in Threshold metrics. (2) ·
Calculated as the sum of the Queue > Q Customer > Distribute Time and Queue > Q Consults > Distribute Time metrics. (2) ·
Calculated as the sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. (2) ·
Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting. (2) ·
Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. (2) ·
Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. (2) ·
Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. (2) ·
Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. (2) ·
Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. (2) ·
Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. (2) ·
Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. (2) ·
Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. (2) ·
Calculated based on the (BA Customer >) Classify Sentiment Category metric. (2) ·
Calculated based on the Business Attribute > Accepted Agent and Offered metrics. (2) ·
Calculated based on the Business Attribute > Accepted and Accepted Agent metrics. (2) ·
Calculated based on the Business Attribute > Consult Received Time and Consult Received Accepted metrics. (2) ·
Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics. (2) ·
Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics. (2) ·
Calculated based on the Business Attribute > Finish Time and Finished metrics. (2) ·
Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics. (2) ·
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. (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 Invite Time and Invite Business Attribute metrics. (2) ·
Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY 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 > Invite Time, Queue > Q Consults > Consult Received Invite Time, and Queue > Q Consults > Consult Received Invite Warm Time metrics. (2) ·
Calculated based on the Queue > Invite, Queue > Q Consults > Consult Received Invite, and Queue > Q Consults > Consult Received Invite Warm metrics. (2) ·
Calculated based on the Queue > Not Accepted and Queue > Q Consults > Consults Redirected metrics. (2) ·
Calculated based on the Queue > Transfer Initiated Agent and Queue > Q Consults > Consult Transfer Initiated Agent metrics. (2)
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