Drilldown: GCXI Metric

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GCXI Metric > dbTable: None & usedIn : Agent Performance Dashboard or Customer Segment Service Level Report

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type:
None (2) · Disposition (2) · Dispostion (2)
mediaType:
None (2) · All (2) · All (except Chat) (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
Agent > Activity (2) · iWD (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (4) · "none" (2)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · A_CONSULT_INITIATED_TIME_AVG (2) · A_CONSULT_RCV_WARM_TIME (2) · A_CONSULT_RCV_WARM_TIME_AVG (2) · A_CONSULT_RCV_WARM_WRAP_TIME_AVG (2) · A_CONSULT_RECEIVED_TIME (2) · A_CONSULT_RECEIVED_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME_AVG (2) · A_TRANSFER_INIT_AGENT_PCT (2)
dbTable: (Click arrow to add another value)
calculation:
None (2) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as iWD > Finished / iWD > New (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics. (2) · Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics. (2) · Calculated based on the Consult Received Warm Time and Consult Received Accepted Warm Activity metrics. (2) · Calculated based on the Consult Received Warm Wrap Time and Consult Received Warm Wrap Activity metrics. (2) · Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity metrics. (2) · Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (4)
premise:
no (2) · yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAvgConsultInitiatedTime (2) · AgentActivityAvgConsultReceivedTime (2) · AgentActivityAvgConsultReceivedTimeWarmTime (2) · AgentActivityAvgConsultReceivedWarmWrapTime (2) · AgentActivityAvgConsultReceivedWrapTime (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityConsultReceivedTime (2) · AgentActivityConsultReceivedWarmTime (2) · AgentActivityHandleTime (2) · AgentActivityPercentTransferInitiated (2) · iWDCanceled (2) · iWDCanceledAutocompleted (2) · iWDCompleted (2) · iWDPercentCanceledAutocompleted (2) · iWDPercentFinished (2)

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