Drilldown: GCXI Metric
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None (2) ·
??? (2) ·
Q_ACCEPTED (2) ·
Q_ACCEPTED_TIME_AVG (2) ·
Q_ENGAGE_TIME_AVG (2) ·
Q_HANDLE_TIME_AVG (2) ·
Q_OFFERED (2) ·
Q_SERVICE_LEVEL_ACC_PCT (2) ·
T_ACCEPTED (2) ·
T_ACCEPTED_TIME_AVG (2) ·
T_ASA (2) ·
T_ENGAGE_TIME_AVG (2) ·
T_HANDLE_TIME_AVG (2) ·
T_HOLD_TIME_AVG (2) ·
T_OFFERED (2) ·
T_WRAP_TIME_AVG (2)
None (4) ·
Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) ·
Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) ·
Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) ·
Calculated based on the Business Attribute > Accept Time and Accepted metrics. (2) ·
Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) ·
Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) ·
Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) ·
Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) ·
Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) ·
Calculated based on the Business Attribute > Wrap Time and Wrap metrics. (2) ·
Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) ·
Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) ·
Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) ·
Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. (2) ·
Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2)
BusinessAttributeBACustomerAccepted (2) ·
BusinessAttributeBACustomerASA (2) ·
BusinessAttributeBACustomerAvgAcceptTime (2) ·
BusinessAttributeBACustomerAvgEngageTime (2) ·
BusinessAttributeBACustomerAvgHandleTime (2) ·
BusinessAttributeBACustomerAvgHoldTime (2) ·
BusinessAttributeBACustomerAvgWrapTime (2) ·
BusinessAttributeBACustomerOffered (2) ·
BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) ·
BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) ·
BusinessAttributeBAPredictiveRoutingPercentError (2) ·
QueueAccepted (2) ·
QueueAvgAcceptTime (2) ·
QueueCustomerAvgEngageTime (2) ·
QueueCustomerAvgHandleTime (2) ·
QueueCustomerOffered (2) ·
QueuePercentAcceptServiceLevel (2) ·
QueueQueuePredictiveRoutingPercentError (2)
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