Drilldown: GCXI Metric

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GCXI Metric > folder : Co-browse or iWD > Email & displaysInFolder Cloud: None

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type:
None (2) · Disposition (2)
mediaType:
None (2) · email (2)
dataType:
None (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud: (Click arrow to add another value)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4)
dbTable:
None (4) · AG2_COBROWSE_AGENT_*.ENTERED (2) · AG2_COBROWSE_AGENT_*.HANDLE_TIME (2) · AG2_COBROWSE_AGENT_*.INTERACTIONS (2) · AG2_COBROWSE_AGENT_*.RW_SESSIONS (2) · AG2_COBROWSE_AGENT_*.SESSIONS (2) · IWD_AGG_TASK_EMAIL.CMPL_QA_REVIEW_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_STANDARD_RESPONSE_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.NEW_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.TOTAL_PENDING_TASK_COUNT (2)
calculation:
None (4) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Sent QA Review" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" (2) · Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review (2) · Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK (2) · Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS). (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). (2) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("CMPL_TASK_COUNT Standard Response") (2) · Sum("CMPL_TASK_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) (2) · SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn:
None (4) · Co-browse Summary Report (2) · Inbound Intraday Email Process Report (2) · Outbound Email Report (2)
cloud:
None (2) · yes (4)
premise:
None (2) · yes (4)
project:
None (4) · IWD (2)
notproject:
None (4)
anchor:
CobrowseAvgBeforeCobrowseStartedTime (2) · CobrowseAvgHandleTime (2) · CobrowseBeforeCobrowseStartedTime (2) · CobrowseEntered (2) · CobrowseHandleTime (2) · CobrowseInteractions (2) · CobrowseSessions (2) · CobrowseWriteSessions (2) · iWDEmailAgentReply (2) · iWDEmailAgentReplyQAReview (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailAutomatedReply (2) · iWDEmailCompleted (2) · iWDEmailNew (2) · iWDEmailOther (2) · iWDEmailPending (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSent (2) · iWDEmailSentACK (2) · iWDEmailSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailSentwithoutQAReview (2) · iWDEmailStandardResponse (2) · iWDEmailUnsolicited (2) · iWDEmailUnsolicitedQAReview (2) · iWDEmailUnsolicitedwithoutQAReview (2)

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