Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Interaction State or Outbound Contact > Contact Attempt or iWD > Email

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type:
None (4) · Disposition (4) · Interval (2)
mediaType:
All (2) · All (Except Chat) (2) · Chat (2) · email (2) · Voice (4)
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 (6)
Other values:
dbTable:
None (6)
Other values:
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) · 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 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 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) · CA_SIT_VACANT (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) · Campaign Callbacks Summary Report (2) · Campaign Summary Report (2) · Contact List Effectiveness (2) · Contact List Effectiveness Report (2) · Inbound Intraday Email Process 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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