Drilldown: GCXI Metric

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GCXI Metric > displaysInFolder Cloud: None & usedIn : Agent Transfer Summary Report or Predictive Routing Detail Report

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type:
Detail (2) · Disposition (4)
mediaType:
None (4) · All (4) · All (except Email) (2)
dataType:
None (4) · Number (4)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Detail > Handling Attempt > Handling Predictive Routing (2)
displaysInFolder:
None (6)
displaysInFolder Cloud: (Click arrow to add another value)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · A_CONFERENCE_INITIATED (2)
dbTable:
None (6) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_WARM (2) · AG2_AGENT_*.XFER_INITIATED_WARM (2) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (2)
calculation:
None (6) · Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · 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 Agent Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceOffered (2) · AgentActivityConsultOffered (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferOffered (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaiting (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaitingTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentRank (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerAlertTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerDialTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerEngageTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHandleTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHoldTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerWrapTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingGlobalScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingInteractionDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingMaxScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMedianScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMessage (2) · DetailHandlingAttemptHandlingPredictiveRoutingMinScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingQueueTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingResponseTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingSatisfactionTurnaroundTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingTargetSize (2) · DetailHandlingAttemptHandlingPredictiveRoutingTotalDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingTransferInitiatedAgent (2)

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