Drilldown: GCXI Metric

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GCXI Metric > folder : Agent or Agent > State and Reason > Summarized State or Detail > Handling Attempt > Handling Predictive Routing

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type:
None (2) · Detail (2) · Interval (2)
mediaType:
None (2) · All (4) · Voice (2)
dataType:
None (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4) · Agent > Activity (2) · Agent > State and Reason > Summarized State (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · A_DATE_TIME_KEY (2) · IA_ACTIVE_TIME (2) · IA_BUSY (2) · IA_BUSY_TIME (2) · IA_BUSY_TIME_PCT (2) · IA_NOT_READY (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_READY (2) · IA_READY_TIME_PCT (2) · IA_STATE_RSN_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_TIME_PCT (2) · STATE_REASON (2) · STATE_REASON_TIME (2)
dbTable:
None (4)
Other values:
calculation:
None (4) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. (2) · 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 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 Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (2) · Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2)
usedIn:
None (4) · Agent Interval Based Report (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Email) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Agent Wrap Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Predictive Routing Detail Report (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
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