Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > Activity > Queue or Designer > Session Block or Outbound Contact > Contact Attempt

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type:
None (4) · Disposition (4) · Dispostion (2)
mediaType:
None (4) · All (2) · All (except Chat) (2) · All (Except email) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (4)
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displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6)
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dbTable:
None (6)
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calculation:
None (6) · Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. (2) · Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as: AG2_AGENT_QUEUE_[*].SENTIMENT divided by AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED (2) · Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. (2) · Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. (2) · Calculated based on the (Activity > Queue) Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap metrics. (2) · Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time metrics. (2) · Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. (2) · Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. (2) · Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. (2) · Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. (2) · Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) · Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. (2) · Calculated based on the Contact Attempt > All SIT and Contact Attempt > Attempts metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. (2) · Calculated based on the following metrics from the Contact Attempt folder: SIT Invalid Number, SIT No Circuit, SIT Operator Intercept, SIT Reorder, SIT Vacant, SIT Detected, and SIT Unknown. (2) · Calculated based on the value of the Designer > Block Duration metric. (2) · Calculated based on the value of the Designer > No Input Error metric. (2) · Calculated based on the value of the Designer > No Match Error metric. (2) · CA_SIT_VACANT (2)
usedIn:
None (6) · Agent Group Queue Business Attribute Report (2) · Agent Queue Report (2) · Agent Social Engagement Report (2) · Blocks Summary Report (2) · Campaign Callbacks Summary Report (2) · Campaign Summary Report (2) · Contact List Effectiveness (2) · Contact List Effectiveness Report (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
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