Drilldown: GCXI Metric

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GCXI Metric > dbTable: None & usedIn : Agent Summary Activity Report (Interaction) or Daily Transfer Summary Report

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type:
Disposition (4) · Interval (2)
mediaType:
None (2) · All (2) · All (Except Chat) (2) · Voice (4)
dataType:
None (2) · Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Customer (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · A_CONSULT_RECEIVED_TIME (2) · 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_WRAP_TIME_IXN_PCT (2)
dbTable: (Click arrow to add another value)
calculation:
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 Warm metrics. (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 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 Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityConsultReceivedTime (2) · AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentInviteTIme (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferInitiatedCold (2)

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