Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Interaction State or iWD > Email & dbTable: None

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type:
None (2) · Disposition (2) · Interval (2)
mediaType:
All (2) · All (Except Chat) (2) · Chat (2) · email (2) · Voice (2)
dataType:
None (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · IA_BUSY_TIME_IXN (2) · IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_INVITE_TIME_PCT (2) · IA_NOTACCEPTED (2) · IA_NOT_READY_OUT_TIME_PCT (2) · IA_WRAP_OUT_TIME_PCT (2) · IA_WRAP_TIME_IXN_PCT (2)
dbTable: (Click arrow to add another value)
calculation:
"iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Sent QA Review" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" (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) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. (2) · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. (2) · Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. (2) · Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. (2) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. (2)
usedIn:
None (4) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Not Ready Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Wrap Report (2) · Outbound Email Report (2) · Supervisor Dashboard (2)
cloud:
None (2) · yes (4)
premise:
None (2) · yes (4)
project:
None (4) · IWD (2)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStateNotAccepted (2) · AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentInviteTIme (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentNotReadyOutTime (2) · AgentStateandReasonInteractionStatePercentWrapInTime (2) · AgentStateandReasonInteractionStatePercentWrapOutTime (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailOther (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailSentwithoutQAReview (2) · iWDEmailUnsolicitedwithoutQAReview (2)

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