Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > Activity or Outbound Contact > Contact Attempt & displaysInFolder: None

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type:
None (2) · Disposition (4) · Dispostion (2) · Dispotion (2)
mediaType:
None (2) · All (2) · All (except Chat) (2) · All (except Email) (2) · Async (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (2) · Number (4)
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displaysInFolder: (Click arrow to add another value)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4)
Other values:
dbTable:
None (4)
Other values:
calculation:
None (4) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) · Calculated as AG2_AGENT_[*].ACTIONABILITY divided by AG2_AGENT_[*].ACTIONABILITY_OFFERED, or AG2_AGENT_GRP_[*].ACTIONABILITY divided by AG2_AGENT_GRP_[*].ACTIONABILITY_OFFERED (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated based on the Abandoned Inviting and Offered Business Attribute metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (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 Contact Attempt > All SIT and Contact Attempt > Attempts metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. (2) · Calculated based on the following metrics from the Contact Attempt folder: SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT Vacant, SIT Detected, and SIT Unknown. (2) · Calculated based on the Invite Time and Invite Business Attribute metrics. (2) · Calculated based on the Revenue and Offered with Revenue Activity metrics. (2) · Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2) · CA_SIT_VACANT (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 Performance Dashboard (2) · Agent Report (2) · Agent Social Engagement Report (2) · Agent Task Dashboard (2) · Agent Transfer Summary Report (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Campaign Callbacks Summary Report (2) · Campaign Summary Report (2) · Contact List Effectiveness (2) · Contact List Effectiveness 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)
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