Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > State and Reason > Summarized State or iWD or iWD > Agent

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type:
None (4) · Interval (2)
mediaType:
None (4) · All (2) · Voice (2)
dataType:
None (4) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (4) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2)
displaysInFolder Cloud:
None (4) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · IA_ACTIVE_TIME (2) · IA_BUSY (2) · IA_BUSY_TIME (2) · IA_BUSY_TIME_PCT (2) · IA_NOT_READY (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_READY (2) · IA_READY_TIME_PCT (2) · IA_STATE_RSN_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY (2) · IA_STATE_RSN_TIME_NOT_READY_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_TIME_PCT (2) · STATE_REASON (2) · STATE_REASON_TIME (2)
dbTable:
None (4) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · AG2_I_SESS_STATE_[*].READY (2) · AG2_I_STATE_RSN_*.STATE_RSN (2) · AG2_I_STATE_RSN_[*].STATE_RSN (when State Type Code = “NOTREADY”) (2) · AG2_I_STATE_RSN_[*].STATE_RSN_TIME (when State Type Code = “NOTREADY”) (2) · Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME (2) · IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME (2) · IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME (2) · IWD_AGG_TASK_*.COMPLETED_OVERDUE (2) · IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2) · IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT (2) · IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT (2) · IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME (2) · IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME (2) · IWD_AGG_TASK_AGENT_*.TASK_WORK_COUNT (2) · IWD_AGG_TASK_AGENT_*.WORK_TIME (2) · SM_RES_STATE_REASON_FACT_GI2.TOTAL_DURATION (2)
calculation:
None (4) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as iWD > Completed Overdue / iWD > Completed (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. (2) · Calculated as Canceled - Canceled Autocompleted (2) · Calculated as Completed + Canceled (2) · Calculated as Completed - Completed Agent (2) · Calculated as Completed Agent + Canceled Agent (2) · Calculated as Completed Overdue + Canceled Overdue (2) · Calculated as Finished - Finished Agent (2) · Calculated as iWD > Agent >Handle Time / iWD > Agent >Accepted (2) · Calculated as iWD > Finished / iWD > New (2) · Calculated as iWD > Finished Overdue / iWD > Finished (2) · Calculated as iWD > Finished Time / iWD > Finished. (2) · Calculated as Pre Source System Time / Finished. (2) · Calculated as Source System Time / Finished (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (2) · Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2) · If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) · If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished (2) · If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (2)
usedIn:
None (4) · Agent Interval Based Report (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Email) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Agent Wrap Report (2) · Capture Point Business Value Report (2) · Capture Point Report (2) · Capture Point Task Duration Report (2) · Customer Segment Service Level Report (2) · Intraday Process Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Resource Performance Dashboard (2) · Resource Performance Report (2) · Supervisor Dashboard (2) · Task Age Report (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
None (2) · no (2) · yes (4)
premise:
None (2) · no (2) · yes (4)
project:
None (4)
notproject:
None (4)
anchor:
Other values:

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