Drilldown: GCXI Metric

None (2) · Disposition (4)

None (4) · All (2) · All (except Email) (2) · email (2)

None (6) · Number (2)

Agent > Activity (2) · Business Attribute > BA Customer (2) · iWD > Email (2)

None (6)

None (6)

None (6)

None (6) · A_CONFERENCE_INITIATED (2)

None (6) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_WARM (2) · AG2_AGENT_*.XFER_INITIATED_WARM (2) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · IWD_AGG_TASK_EMAIL.CMPL_QA_REVIEW_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.NEW_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.TOTAL_PENDING_TASK_COUNT (2)

None (6) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (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 difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2) · Sum("CMPL_QA_REVIEW_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)

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

None (2) · yes (6)

None (2) · yes (6)

None (6) · IWD (2)

None · Other

AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceOffered (2) · AgentActivityConsultOffered (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferOffered (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · iWDEmailAgentReply (2) · iWDEmailAgentReplyQAReview (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailAutomatedReply (2) · iWDEmailNew (2) · iWDEmailOther (2) · iWDEmailPending (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSent (2) · iWDEmailSentACK (2) · iWDEmailSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailUnsolicited (2) · iWDEmailUnsolicitedQAReview (2) · iWDEmailUnsolicitedwithoutQAReview (2)