Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > Group Membership or Queue > Q Customer or iWD > Email

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type:
None (6) · Disposition (2)
mediaType:
All (4) · Chat (2) · email (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · Q_ABANDONED_STANDARD (2) · Q_ABANDONED_STANDARD_TIME_MAX (2) · Q_ACCEPTED_AGENT_THR (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_TIME_MAX (2) · Q_CLEARED (2) · Q_CLEARED_STUCK (2) · Q_CLEARED_TIME (2) · Q_CLEARED_TIME_AVG (2) · Q_CLEARED_TIME_MAX (2) · Q_DATE_TIME_KEY (2) · Q_DATE_TIME_KEY_ABN (2) · Q_DATE_TIME_KEY_ANS (2) · Q_DISTRIBUTED_ (2) · Q_DISTRIBUTED_PCT (2) · Q_DISTRIBUTED_TIME (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_MAX (2) · Q_ENGAGE_TIME_AVG (2) · Q_GROUP_COMBINATION (2) · Q_GROUP_COMBINATION_ABN (2) · Q_GROUP_COMBINATION_ACC (2) · Q_HANDLE_TIME_AVG (2) · Q_NOTACCEPTED (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_ROUTED_OTHER (2) · T_DATE_TIME_KEY (2)
dbTable:
None (4) · AG2_QUEUE_ABN_[*].DATE_TIME_KEY (2) · AG2_QUEUE_ABN_[*].GROUP_COMBINATION_KEY (2) · AG2_QUEUE_ACC_AGENT_[*].DATE_TIME_KEY (2) · AG2_QUEUE_ACC_AGENT_[*].GROUP_COMBINATION_KEY (2) · AG2_QUEUE_GRP_[*].ABANDONED_STANDARD (2) · AG2_QUEUE_GRP_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].CLEARED (2) · AG2_QUEUE_GRP_[*].CLEARED_STUCK (2) · AG2_QUEUE_GRP_[*].CLEARED_TIME (2) · AG2_QUEUE_GRP_[*].CLEARED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].DATE_TIME_KEY (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_ (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].REDIRECTED (2) · AG2_QUEUE_GRP_[*].ROUTED_OTHER (2) · AG2_QUEUE_[*].ABANDONED_STANDARD (2) · AG2_QUEUE_[*].ACCEPTED_AGENT_THR (2) · AG2_QUEUE_[*].ACCEPTED_TIME_MAX (2) · AG2_QUEUE_[*].CLEARED (2) · AG2_QUEUE_[*].CLEARED_STUCK (2) · AG2_QUEUE_[*].CLEARED_TIME (2) · AG2_QUEUE_[*].CLEARED_TIME_MAX (2) · AG2_QUEUE_[*].DATE_TIME_KEY (2) · AG2_QUEUE_[*].DISTRIBUTED_ (2) · AG2_QUEUE_[*].DISTRIBUTED_TIME (2) · AG2_QUEUE_[*].DISTRIBUTED_TIME_MAX (2) · AG2_QUEUE_[*].GROUP_COMBINATION_KEY (2) · AG2_QUEUE_[*].REDIRECTED (2) · AG2_QUEUE_[*].ROUTED_OTHER (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) · RESOURCE_GROUP_FACT_GI2.START_DATE_TIME_KEY (2)
calculation:
None (6) · "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) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (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 sum of the Queue > Redirected and Queue > Q Customer > Abandoned Inviting metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Max Abandoned Waiting Time and Queue > Standard Abandoned Waiting metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (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) · Agent Group Membership Details Report (2) · Inbound Intraday Email Process Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Outbound Email Report (2) · Predicitive Routing Queue Statistics Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Outline Report (2) · Queue Report (2) · Queue Summary Report (2)
cloud:
None (2) · yes (6)
premise:
None (2) · yes (6)
project:
None (6) · IWD (2)
notproject:
None (6)
anchor:
Other values:

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