Drilldown: GCXI Metric

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GCXI Metric > displaysInFolder : Agent > Activity or Agent > Activity > Queue or Outbound Contact > Agent Contact

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type:
None (4) · Disposition (2) · Dispostion (2)
mediaType:
All (4) · All (except Chat) (2) · Voice (2)
dataType:
Number (4)
folder:
Agent (2) · Agent > Activity (2) · Outbound Contact (2)
displaysInFolder: (Click arrow to add another value)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · A_ACCEPTED (2) · A_CA_DATE_TIME_KEY (2) · A_CONSULT_RCV_WARM_HOLD (2) · A_CONSULT_RCV_WARM_TIME (2) · A_CONSULT_RCV_WARM_WRAP (2) · A_CONSULT_RCV_WARM_WRAP_TIME (2) · A_CONSULT_RECEIVED_ACCEPTED (2) · A_CONSULT_RECEIVED_HOLD (2) · A_CONSULT_RECEIVED_TIME (2) · A_CONSULT_RECEIVED_WRAP (2) · A_CONSULT_RECEIVED_WRAP_TIME (2) · A_DATE_TIME_KEY (2) · A_ENGAGE_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME (2) · A_HANDLE_TIME_AVG (2) · A_HOLD (2) · A_HOLD_TIME (2) · A_HOLD_TIME_AVG (2) · A_INVITE (2) · A_INVITE_TIME (2) · A_OFFERED (2) · A_REVENUE (2) · A_SHORT (2) · A_TRANSFER_INIT_AGENT (2) · A_WRAP (2) · A_WRAP_TIME (2)
dbTable:
None (2) · AG2_AGENT_CAMPAIGN_[*].DATE_TIME_KEY (2) · AG2_AGENT_CUSTOMER_TALK_COUNT (2) · AG2_AGENT_GRP[*].DATE_TIME_KEY (2) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_GRP_[*].INVITE (2) · AG2_AGENT_GRP_[*].INVITE_TIME (2) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_GRP_[*].REVENUE (2) · AG2_AGENT_GRP_[*].SATISFACTION (2) · AG2_AGENT_GRP_[*].SHORT (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_GRP_[*].WRAP (2) · AG2_AGENT_QUEUE_[*].DATE_TIME_KEY (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD (2) · AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP (2) · AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME (2) · AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].CONSULT_RECEIVED_HOLD or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD (2) · AG2_AGENT_[*].CONSULT_RECEIVED_WRAP or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP (2) · AG2_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP_TIME (2) · AG2_AGENT_[*].DATE_TIME_KEY (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_AGENT_[*].INVITE (2) · AG2_AGENT_[*].INVITE_TIME (2) · AG2_AGENT_[*].OFFERED (2) · AG2_AGENT_[*].REVENUE (2) · AG2_AGENT_[*].SATISFACTION (2) · AG2_AGENT_[*].SHORT (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].WRAP (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (4) · 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 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 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)
usedIn:
None (4) · Agent Activity (2) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Group Interaction handling Report (2) · Agent Interaction Hierarchy Report (2) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Social Engagement Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Predictive Routing Agent Dashboard (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Active Time and Predictive) (2) · Supervisor Dashboard (2) · Survey Statistics Report (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2) · Transfer Dashboard (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAccepted (2) · AgentActivityAgentStartDateTimeKey (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityConsultReceivedAccepted (2) · AgentActivityConsultReceivedHold (2) · AgentActivityConsultReceivedTime (2) · AgentActivityConsultReceivedWarmHold (2) · AgentActivityConsultReceivedWarmTime (2) · AgentActivityConsultReceivedWarmWrap (2) · AgentActivityConsultReceivedWarmWrapTime (2) · AgentActivityConsultReceivedWrap (2) · AgentActivityConsultReceivedWrapTime (2) · AgentActivityEngage (2) · AgentActivityEngageTime (2) · AgentActivityHandleTime (2) · AgentActivityHold (2) · AgentActivityHoldTime (2) · AgentActivityInvite (2) · AgentActivityInviteTime (2) · AgentActivityOffered (2) · AgentActivityRevenue (2) · AgentActivitySatisfaction (2) · AgentActivityShort (2) · AgentActivityTransferInitiatedAgent (2) · AgentActivityWrapTime (2) · OutboundContactStartDateTimeKey (2)

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