Drilldown: GCXI Metric

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GCXI Metric > internalMetricID : IA_WRAP_TIME_PCT or None & cloud: None

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type:
None (2)
mediaType:
None (2) · email (2)
dataType:
None (2)
folder:
iWD (2) · iWD > Email (2)
displaysInFolder:
None (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2)
displaysInFolder Cloud:
None (2) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (2)
internalMetricID: (Click arrow to add another value)
dbTable:
None (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_QA_REVIEW_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_STANDARD_RESPONSE_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.NEW_TASK_COUNT (2)
calculation:
None (2) · "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) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as iWD > Completed Overdue / iWD > Completed (2) · Calculated as Canceled - Canceled Autocompleted (2) · Calculated as Completed + Canceled (2) · Calculated as Completed - Completed Agent (2) · Calculated as Completed Agent + Canceled Agent (2) · Calculated as Finished - Finished Agent (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) · If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) · If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished (2) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("CMPL_TASK_COUNT Standard Response") (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)
usedIn:
None (2) · Capture Point Business Value Report (2) · Capture Point Task Duration Report (2) · Customer Segment Service Level Report (2) · Inbound Intraday Email Process Report (2) · Intraday Process Report (2) · Outbound Email Report (2) · Task Age Report (2)
cloud: (Click arrow to add another value)
premise:
None (2) · no (2)
project:
None (2)
notproject:
None (2)
anchor:
iWDAvgAcceptTime (2) · iWDAvgAcceptToCompleteTime (2) · iWDCanceled (2) · iWDCanceledAgent (2) · iWDCanceledAutocompleted (2) · iWDCanceledNONAutocompleted (2) · iWDCanceledOverdue (2) · iWDCompleted (2) · iWDCompletedAgent (2) · iWDCompletedNONAgent (2) · iWDCompletedOverdue (2) · iWDEmailAgentReply (2) · iWDEmailAgentReplyQAReview (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailAutomatedReply (2) · iWDEmailNew (2) · iWDEmailOther (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSent (2) · iWDEmailSentACK (2) · iWDEmailSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailStandardResponse (2) · iWDEmailUnsolicited (2) · iWDEmailUnsolicitedQAReview (2) · iWDFinished (2) · iWDFinishedAgent (2) · iWDFinishedWithoutAgent (2) · iWDPercentCanceledAutocompleted (2) · iWDPercentCompletedOverdue (2) · iWDServicePending (2) · iWDServicePendingOverdue (2)

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