Drilldown: GCXI Metric

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GCXI Metric > type: Disposition & dataType: Number & internalMetricID: None

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type: (Click arrow to add another value)
mediaType:
None (2) · All (6) · All (except Chat) (2) · All (except Email) (2) · Chat (6) · Open (sync) (2) · Voice (10)
dataType: (Click arrow to add another value)
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) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)
displaysInFolder:
None (10) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (10)
displaysInFolder Premise:
None (10)
internalMetricID: (Click arrow to add another value)
dbTable:
None (8) · AG2_AGENT_*.CONF_ACCEPTED_ENGAGE_TIME+CONF_ACCEPTED_HOLD_TIME (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_CUSTOMER_TALK_COUNT (2) · AG2_AGENT_GRP_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_GRP_[*].SATISFACTION (2) · AG2_AGENT_QUEUE_[*].CONSULT_INITIATED (2) · AG2_AGENT_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_[*].SATISFACTION (2) · AG2_CAMPAIGN_[*].SIT_VACANT (2) · AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME (2) · AG2_QUEUE_*.GPM_ERROR (2) · AG2_QUEUE_ACC_AGENT_*.ACCEPTED_AGENT (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 (8) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (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 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 > 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 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 (8) · 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 (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) · Model Efficiency (2) · Predictive Routing - Model Efficiency (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)
cloud:
yes (10)
premise:
yes (10)
project:
None (10)
notproject:
None (10)
anchor:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityConferenceAcceptedTime (2) · AgentActivityEngage (2) · AgentActivityQueueAvgHoldTime (2) · AgentActivityQueueConsultInitiated (2) · AgentActivityRespondedUnique (2) · AgentActivitySatisfaction (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedTime (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferInitiatedTime (2) · AgentActivityTransferOffered (2) · AgentStateandReasonInteractionStatePercentWrapInTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWarmTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWarmWrapTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWrapTime (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBAConsultsConsultReceivedEngageWarmTime (2) · BusinessAttributeBACustomerAvgFirstResponseTime (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBAPredictiveRoutingAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingError (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · CallbackDeclined (2) · CallbackEstablishTime (2) · OutboundContactContactAttemptSITVacant (2) · QueueCustomerAndConsultsAcceptedAgentAcceptedAgentST120 (2) · QueueCustomerAndConsultsDistributed (2) · QueueCustomerAndConsultsHoldTime (2) · QueuePercentTransferInitiated (2) · QueueQCustomerConsultsStandardAbandonedWaitingTime (2)

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