Drilldown: GCXI Metric - Genesys Documentation

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Disposition (2)

Number (2)

None (2)

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None (2) · @T_ACCEPT_SERVICE_LEVEL_PCT (2) · @T_ACTIONABILITY_AVG (2) · @T_FINISHED_SERVICE_LEVEL_PCT (2) · @T_INFLUENCE_AVG (2) · @T_SENTIMENT_AVG (2) · @T_SENTIMENT_FACTOR (2) · A_TRANSFER_INIT_AGENT_PCT (2) · T_ABANDONED_INVITE_PCT (2) · T_ABANDONED_PCT (2) · T_ABANDONED_SHORT_PCT (2) · T_ABANDONED_STANDARD_TIME_MAX (2) · T_ABANDONED_TIME_AVG (2) · T_ACCEPTED_AGENT_PCT (2) · T_ACCEPTED_OTHER (2) · T_ACCEPTED_PCT (2) · T_ACCEPTED_TIME_AVG (2) · T_ACCEPT_TIME_AGENT_AVG (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_FINISH_NO_RESPONSE_TIME (2) · T_FINISH_NO_RESPONSE_TIME_AVG (2) · T_FINISH_RESPONSE_TIME_AVG (2) · T_FINISH_TIME_AVG (2) · T_HANDLE_TIME (2) · T_HANDLE_TIME_AVG (2) · T_INVITE_TIME_AVG (2) · T_OFFERED (2) · T_RESPONSE_RATIO (2) · T_REVENUE_AVG (2) · T_SATISFACTION_AVG (2) · T_STANDARD_ABANDONED (2) · T_TRANSFER_INIT_AGENT_PCT (2)

Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED. (2) · Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED. (2) · Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED. (2) · Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting. (2) · Calculated based on the (BA Customer >) Classify Sentiment Category metric. (2) · Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. (2) · Calculated based on the (BA Customer >) Responses and Responded metrics. (2) · Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > Accepted Agent and Offered metrics. (2) · Calculated based on the Business Attribute > Accepted and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accepted and Offered metrics. (2) · Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics. (2) · Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics. (2) · Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. (2) · Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics. (2) · Calculated based on the Business Attribute > Finish Time and Finished metrics. (2) · Calculated based on the Business Attribute > Finished in Threshold and Finished metrics. (2) · Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Invite Time and Invite metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics. (2) · Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction metrics. (2) · Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics. (2)

None (2) · AHT (2) · Business Metrics Executive Report (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Customer Perspective Report (2) · Interaction Volume Business Attribute Email Report (2) · Interaction Volume Business Attribute Report (2) · Interaction Volume Business Result Report (2) · Pre-Agent Termination Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing AB Testing Report (2) · Predictive Routing AB Testing Report (Hour) (2) · Predictive Routing Operational Report (2) · Task Volume Dashboard (2) · Task Volume Report (2)

yes (2)

yes (2)

None (2)

None (2)

BusinessAttributeBACustomerAcceptedOthers (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgAcceptTimeAgent (2) · BusinessAttributeBACustomerAvgActionabilityScore (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgFinishNoResponseTime (2) · BusinessAttributeBACustomerAvgFinishResponseTime (2) · BusinessAttributeBACustomerAvgFinishTime (2) · BusinessAttributeBACustomerAvgFirstResponseTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgInfluenceScore (2) · BusinessAttributeBACustomerAvgInviteTime (2) · BusinessAttributeBACustomerAvgRevenue (2) · BusinessAttributeBACustomerAvgSatisfaction (2) · BusinessAttributeBACustomerAvgSentimentScore (2) · BusinessAttributeBACustomerFinishNoResponseTime (2) · BusinessAttributeBACustomerHandleTime (2) · BusinessAttributeBACustomerMaxStandardAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedInviting (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerPercentAccepted (2) · BusinessAttributeBACustomerPercentAcceptedAgent (2) · BusinessAttributeBACustomerPercentAcceptServiceLevel (2) · BusinessAttributeBACustomerPercentFinishedServiceLevel (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerPercentShortAbandonedWaiting (2) · BusinessAttributeBACustomerPercentTransferInitiated (2) · BusinessAttributeBACustomerPercentTransferInitiatedAgent (2) · BusinessAttributeBACustomerResponseRatio (2) · BusinessAttributeBACustomerSentimentFactor (2) · BusinessAttributeBACustomerStandardAbandonedWaiting (2)

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D

Draft:PEC-REP/Library/GCXIPRGLibrary/Business AttributeMetrics

P

PEC-REP/Library/GCXIPRGLibrary/Business AttributeMetrics

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