Drilldown: GCXI Metric

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GCXI Metric > dbTable: None & usedIn : Agent Summarized State or Transfer Dashboard

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type:
Disposition (4) · Interval (2)
mediaType:
None (4) · All (2) · Voice (4)
dataType:
None (4) · Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Customer (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · IA_BUSY_TIME_PCT (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_READY_TIME_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_TIME_PCT (2)
dbTable: (Click arrow to add another value)
calculation:
None (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State 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 Wrap Time and Active Time Summarized State metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentStateandReasonSummarizedStateOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentBusyTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentReadyTIme (2) · AgentStateandReasonSummarizedStatePercentWrapTIme (2) · AgentStateandReasonSummarizedStateWrapTime (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferInitiatedCold (2)

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Retrieved from "https://all.docs.genesys.com/Special:Drilldown/GCXI_Metric (2024-08-31 04:27:06)"