Drilldown: GCXI Metric

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GCXI Metric > dataType: Number & internalMetricID : T_DATE_TIME_KEY or None

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type:
None (4) · Date (2) · Detail (2) · Disposition (10) · Interval (2)
mediaType:
None (4) · All (8) · All (except Chat) (2) · All (except Email) (4) · Chat (6) · Open (sync) (2) · Voice (10)
dataType: (Click arrow to add another value)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > Group Membership (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) · Callback (2) · Chat > Agent (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Detail > Transfer (2) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)
displaysInFolder:
None (14) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (14)
displaysInFolder Premise:
None (14)
internalMetricID: (Click arrow to add another value)
dbTable:
None (12) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (4)
Other values:
calculation:
None (12) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (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 the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. (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 as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (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 IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (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 as the value of the Chat > Agent > Alert Duration metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions Less Time to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated as the value of the Chat > Agent > Interactions LongTime to Accept metric divided by the value of the Chat > Agent > Accepted metric. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time 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 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 the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (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 (12) · Agent Activity (2) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Group Interaction Handling Report (2) · Agent Group Membership Details Report (2) · Agent Interaction Hierarchy Report (2) · Agent Omnichannel Activity 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 (2) · Agent Utilization Report (2) · Agent Wrap Report (2) · Business Metrics Executive Report (2) · Callback 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) · Interactions Acceptance Report (2) · Model Efficiency (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing Detail Report (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) · Transfer Dashboard (4) · Transfer Detail Report (2)
cloud:
yes (14)
premise:
yes (14)
project:
None (14)
notproject:
None (14)
anchor:
Other values:

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