Drilldown: GCXI Metric

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GCXI Metric > folder : Business Attribute > BA Consults or iWD > Email & project: None

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type:
None (2) · Disposition (2)
mediaType:
None (2) · All (2) · All (except Chat) (2) · email (2) · Voice (2)
dataType:
None (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · A_CA_CONSULT_RECEIVED_WRAP_TIME (2) · T_CONSULT_RCV_WARM_HOLD (2) · T_CONSULT_RCV_WARM_HOLD_TIME (2) · T_CONSULT_RCV_WARM_INVITE (2) · T_CONSULT_RCV_WARM_INVITE_TIME (2) · T_CONSULT_RCV_WARM_TIME (2) · T_CONSULT_RCV_WARM_WRAP (2) · T_CONSULT_RCV_WARM_WRAP_TIME (2) · T_CONSULT_RECEIVED_ACCEPTED (2) · T_CONSULT_RECEIVED_ACCEPTED_WARM (2) · T_CONSULT_RECEIVED_ENGAGE_TIME (2) · T_CONSULT_RECEIVED_HOLD (2) · T_CONSULT_RECEIVED_HOLD_TIME (2) · T_CONSULT_RECEIVED_INVITE (2) · T_CONSULT_RECEIVED_INVITE_TIME (2) · T_CONSULT_RECEIVED_TIME (2) · T_CONSULT_RECEIVED_TIME_AVG (2) · T_CONSULT_RECEIVED_WRAP (2) · T_CONSULT_RESPONSES (2)
dbTable:
None (4) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_WRAP_TIME (2) · AG2_ID_*.CONSULT_RCV_ACC_WARM (2) · AG2_ID_*.CONSULT_RCV_WARM_HOLD (2) · AG2_ID_*.CONSULT_RCV_WARM_HOLD_TIME (2) · AG2_ID_*.CONSULT_RCV_WARM_INVITE (2) · AG2_ID_*.CONSULT_RCV_WARM_INVITE_TIME (2) · AG2_ID_*.CONSULT_RCV_WARM_WRAP (2) · AG2_ID_*.CONSULT_RCV_WARM_WRAP_TIME (2) · AG2_ID_*.CONSULT_RECEIVED_ACCEPTED (2) · AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME (2) · AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME (2) · AG2_ID_*.CONSULT_RECEIVED_HOLD (2) · AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME (2) · AG2_ID_*.CONSULT_RECEIVED_INVITE (2) · AG2_ID_*.CONSULT_RECEIVED_INVITE_TIME (2) · AG2_ID_*.CONSULT_RECEIVED_WRAP (2) · AG2_ID_*.CONSULT_RESPONSES (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)
calculation:
None (4) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · Calculated as AG2_ID_*.CONSULT_RCV_WARM_ENGAGE_TIME plus AG2_ID_*.CONSULT_RCV_WARM_HOLD_TIME. (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 AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME plus AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME. (2) · Calculated based on the Business Attribute > Consult Received Time and Consult Received Accepted metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics. (2) · Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap metrics. (2) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("CMPL_TASK_COUNT Standard Response") (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)
usedIn:
None (4) · Inbound Intraday Email Process Report (2) · Outbound Email Report (2)
cloud:
None (2) · yes (2)
premise:
None (2) · yes (2)
project: (Click arrow to add another value)
notproject:
None (4)
anchor:
BusinessAttributeBAConsultsAvgConsultReceivedTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWarmTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWarmWrapTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWrapTime (2) · BusinessAttributeBAConsultsConsultReceivedAccepted (2) · BusinessAttributeBAConsultsConsultReceivedAcceptedWarm (2) · BusinessAttributeBAConsultsConsultReceivedEngageTime (2) · BusinessAttributeBAConsultsConsultReceivedEngageWarmTime (2) · BusinessAttributeBAConsultsConsultReceivedHold (2) · BusinessAttributeBAConsultsConsultReceivedHoldTime (2) · BusinessAttributeBAConsultsConsultReceivedInvite (2) · BusinessAttributeBAConsultsConsultReceivedInviteTime (2) · BusinessAttributeBAConsultsConsultReceivedInviteWarm (2) · BusinessAttributeBAConsultsConsultReceivedInviteWarmTime (2) · BusinessAttributeBAConsultsConsultReceivedTime (2) · BusinessAttributeBAConsultsConsultReceivedWarmHold (2) · BusinessAttributeBAConsultsConsultReceivedWarmHoldTime (2) · BusinessAttributeBAConsultsConsultReceivedWarmTime (2) · BusinessAttributeBAConsultsConsultReceivedWarmWrap (2) · BusinessAttributeBAConsultsConsultReceivedWarmWrapTime (2) · BusinessAttributeBAConsultsConsultReceivedWrap (2) · BusinessAttributeBAConsultsConsultReceivedWrapTime (2) · BusinessAttributeBAConsultsConsultResponses (2) · iWDEmailAgentReply (2) · iWDEmailAgentReplyQAReview (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailAutomatedReply (2) · iWDEmailNew (2) · iWDEmailOther (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSent (2) · iWDEmailSentACK (2) · iWDEmailSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailStandardResponse (2) · iWDEmailUnsolicited (2) · iWDEmailUnsolicitedQAReview (2)

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