Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > Activity or iWD > Email & project: None

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type:
None (4) · Disposition (2) · Dispostion (2) · Dispotion (2)
mediaType:
None (2) · All (2) · All (except Chat) (2) · All (except Email) (2) · Async (2) · Chat (2) · email (2) · Open (sync) (2) · Voice (2)
dataType:
None (4) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (4) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4)
Other values:
dbTable:
None (4)
Other values:
calculation:
None (4) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (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 Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (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 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 AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (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 Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (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) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("CMPL_TASK_COUNT Standard Response") (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)
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 Interaction State (2) · Agent Interval Based Report (2) · Agent Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Social Engagement Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Transfer Summary Report (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Inbound Intraday Email Process Report (2) · Outbound Email Report (2) · Predictive Routing Agent Dashboard (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Active Time and Predictive) (2) · Supervisor Dashboard (2) · Survey Statistics Report (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2) · Transfer Dashboard (2)
cloud:
None (2) · yes (2)
premise:
None (2) · yes (2)
project: (Click arrow to add another value)
notproject:
None (4)
anchor:
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