Drilldown: GCXI Metric

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GCXI Metric > type: Disposition & internalMetricID: None & cloud: yes

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type: (Click arrow to add another value)
mediaType:
None (10) · All (6) · All (except Chat) (2) · All (except Email) (2) · Chat (8) · Open (sync) (2) · Voice (10)
dataType:
None (12) · Number (10)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Chat (2) · Co-browse (2) · Designer > Activity (2) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)
displaysInFolder:
None (16) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (16)
displaysInFolder Premise:
None (16)
internalMetricID: (Click arrow to add another value)
dbTable:
None (12) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.CONF_ACCEPTED_ENGAGE_TIME+CONF_ACCEPTED_HOLD_TIME (2) · AG2_AGENT_*.FOCUS (2) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_ENGAGE_TIME + AG2_AGENT_*.XFER_ACCEPTED_HOLD_TIME (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_CUSTOMER_TALK_COUNT (2) · AG2_AGENT_GRP_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_GRP_[*].SATISFACTION (2) · AG2_AGENT_QUEUE_[*].CONSULT_INITIATED (2) · AG2_AGENT_QUEUE_[*].FOCUS (2) · AG2_AGENT_QUEUE_[*].FOCUS_TIME (2) · AG2_AGENT_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_[*].SATISFACTION (2) · AG2_CAMPAIGN_[*].SIT_VACANT (2) · AG2_CHAT_STATS_*.AGENT_RESPONSES (2) · AG2_COBROWSE_AGENT_*.ENTERED (2) · AG2_COBROWSE_AGENT_*.HANDLE_TIME (2) · AG2_COBROWSE_AGENT_*.INTERACTIONS (2) · AG2_COBROWSE_AGENT_*.RW_SESSIONS (2) · AG2_COBROWSE_AGENT_*.SESSIONS (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.WRAP (2) · AG2_ID_*.WRAP_TIME (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · AG2_QUEUE_*.GPM_ERROR (2) · AG2_QUEUE_ABN_* (2) · AG2_QUEUE_ACC_AGENT_*.ACCEPTED_AGENT (2) · AG2_SDR_ACTIVITY_*.DURATION (2) · AGT_SDR_ACTIVITY_*.ACTIVITIES (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2) · CALLBACK_FACT_GI2.ESTABLISH_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2)
calculation:
None (14) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) · Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS). (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (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 Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (2) · Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). (2) · Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y. (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 as the sum of the Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. (2) · Calculated as the sum of the Queue > Q Customer > Distributed and Queue > Q Consults > Distributed metrics. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time metrics. (2) · Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics. (2) · Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap metrics. (2) · Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics. (2) · Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed metrics. (2) · Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence. (2) · Calculated based on the Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (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) · 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) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. (2) · CA_SIT_VACANT (2)
usedIn:
None (14) · Activity by Final Disposition Report (2) · Activity Summary Report (2) · Agent Activity (2) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Group Interaction Handling Report (2) · Agent Interaction Hierarchy Report (2) · Agent Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Queue Report (2) · Agent Report (2) · Agent Task Dashboard (2) · Agent Transfer Summary Report (4) · Agent Utilization Report (2) · Agent Wrap Report (2) · Business Metrics Executive Report (2) · Callback Summary Report (2) · Co-browse Summary Report (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Contact List Effectiveness Report (2) · Customer Perspective Report (2) · Daily Transfer Summary Report (2) · Interaction Volume Business Attribute Email Report (2) · Interaction Volume Business Attribute Report (2) · Model Efficiency (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing AB Testing Report (2) · Predictive Routing AB Testing Report (Hour) (2) · Predictive Routing Operational Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Supervisor Dashboard (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2) · Task Volume Report (2) · Transfer Dashboard (4)
cloud: (Click arrow to add another value)
premise:
yes (16)
project:
None (16)
notproject:
None (16)
anchor:
Other values:

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