Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Interaction State or Detail > Handling Attempt or iWD > Email

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type:
None (4) · Date (2) · Detail (2) · Disposition (2) · Interval (2)
mediaType:
All (4) · All (Except Chat) (2) · All (except Email) (2) · Chat (2) · email (2) · Voice (4)
dataType:
None (2) · Character (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · ??? (2) · IA_ACCEPTED_EVENTUALLY (2) · IA_BUSY_TIME_IXN (2) · IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_INVITE_TIME_PCT (2) · IA_NOTACCEPTED (2) · IA_NOT_READY_IN (2) · IA_NOT_READY_IN_TIME (2) · IA_NOT_READY_IN_TIME_PCT (2) · IA_NOT_READY_OUT (2) · IA_NOT_READY_OUT_TIME (2) · IA_NOT_READY_OUT_TIME_PCT (2) · IA_WRAP_IN (2) · IA_WRAP_IN_TIME (2) · IA_WRAP_IXN (2) · IA_WRAP_OUT (2) · IA_WRAP_OUT_TIME (2) · IA_WRAP_OUT_TIME_PCT (2) · IA_WRAP_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2) · IRF_CONFERENCE_INITIATED_TIME (2) · IRF_CONFERENCE_RECEIVED_TIME (2) · IRF_CUSTOMER_ACW_DURATION (2) · IRF_CUSTOMER_DIAL_DURATION (2) · IRF_CUSTOMER_HANDLE_TIME (2) · IRF_CUSTOMER_HOLD_DURATION (2) · IRF_CUSTOMER_RING_DURATION (2) · IRF_CUSTOMER_TALK_DURATION (2) · IRF_INTERACTION_ID??? (2) · IRF_QUEUE_TIME (2) · IRF_RESPONSE_TIME (2) · IRF_REVENUE (2) · IRF_ROUTING_POINT_TIME (2) · IRF_SATISFACTION (2) · IRF_TIME (2) · STATE_GROUP_COMBINATION (2)
dbTable:
None (6) · AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY (2) · AG2_I_AGENT_[*].NOT_READY_IN (2) · AG2_I_AGENT_[*].NOT_READY_IN_TIME (2) · AG2_I_AGENT_[*].NOT_READY_OUT (2) · AG2_I_AGENT_[*].NOT_READY_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_IN (2) · AG2_I_AGENT_[*].WRAP_IN_TIME (2) · AG2_I_AGENT_[*].WRAP_OUT (2) · AG2_I_AGENT_[*].WRAP_OUT_TIME (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CONS_INIT_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_RING_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.QUEUE_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.ROUTING_POINT_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.TRANSFER_INITIATED_AGENT (2) · IRF_USER_DATA_GEN_1.REVENUE (2) · IRF_USER_DATA_GEN_1.SATISFACTION (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) · SM_RES_STATE_FACT_GI2.RESOURCE_GROUP_COMBINATION_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 the sum of INTERACTION_RESOURCE_FACT_GI2.PREVIOUS_MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.RING_DURATION. (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 INTERACTION_FACT_GI2.END_TS and INTERACTION_FACT_GI2.START_TS. (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.CUSTOMER_ACW_DURATION (2) · Calculated as the sum of INTERACTION_RESOURCE_FACT_GI2.MEDIATION_DURATION + INTERACTION_RESOURCE_FACT_GI2.TALK_DURATION + INTERACTION_RESOURCE_FACT_GI2.HOLD_DURATION + INTERACTION_RESOURCE_FACT_GI2.AFTER_CALL_WORK_DURATION. (2) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. (2) · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. (2) · Calculated based on the Offered Interaction State and AG2_I_AGENT_[*].ACCEPTED_EVENTUALLY metrics. (2) · Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. (2) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State 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 (6) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Not Ready Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Utilization (2) · Agent Wrap Report (2) · Inbound Intraday Email Process Report (2) · Interaction Handling Attempt Report (2) · Outbound Email Report (2) · Supervisor Dashboard (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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