Drilldown: GCXI Metric

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GCXI Metric > type: Disposition & folder: Agent > Activity & displaysInFolder: None

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mediaType:
None (2) · All (2) · All (except Chat) (2) · All (except Email) (2) · Async (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (2)
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displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
None (2) · ??? (2) · @A_ACTIONABILITY (2) · @A_ACTIONABILITY_AVG (2) · @A_ACTIONABILITY_OFFERED (2) · @A_INFLUENCE (2) · @A_INFLUENCE_AVG (2) · @A_INFLUENCE_OFFERED (2) · @A_SENTIMENT (2) · @A_SENTIMENT_AVG (2) · @A_SENTIMENT_OFFERED (2) · A_ABANDONED_INVITING (2) · A_ACCEPTED_THREAD (2) · A_ACCEPTED_UNIQUE (2) · A_AGENT_DISCONNECT_FIRST (2) · A_CONFERENCE_INITIATED (2) · A_CONFERENCE_RECEIVED_ACCEPTED (2) · A_CONSULT_INITIATED (2) · A_CONSULT_INITIATED_TIME (2) · A_CONSULT_INITIATED_TIME_AVG (2) · A_CONSULT_RCV_ACC_WARM (2) · A_CONSULT_RCV_WARM_TIME_AVG (2) · A_CONSULT_RECEIVED_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · A_CONSULT_RESPONSES (2) · A_NOTACCEPTED (2) · A_REJECTED (2) · A_RESPONSES (2) · A_REVENUE_OFFERED (2) · A_SATISFACTION_AVG (2) · A_SATISFACTION_OFFERED (2) · A_TRANSFER_INIT_AGENT_PCT (2) · A_XFER_RECEIVED_ACCEPTED (2) · A_XFER_RECEIVED_ACCEPTED_PCT (2) · T_ABANDONED_INVITE_PCT (2) · T_INVITE_TIME_AVG (2)
dbTable:
Other values:
calculation:
None (2) · 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 Wrap Time and Consult Received Wrap Activity metrics. (2) · Calculated based on the Invite Time and Invite Business Attribute 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)
usedIn:
None (2) · 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) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2) · Transfer Dashboard (2)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
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Retrieved from "https://all.docs.genesys.com/Special:Drilldown/GCXI_Metric (2024-08-16 08:21:19)"