Drilldown: GCXI Metric

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GCXI Metric > folder : Business Attribute > BA Customer or iWD > Queue & internalMetricID: None

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type:
None (4) · Disposition (2)
mediaType:
None (4) · All (2) · Voice (2)
dataType:
None (4) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID: (Click arrow to add another value)
dbTable:
None (4) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.WRAP (2) · AG2_ID_*.WRAP_TIME (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · IWD_AGG_TASK_QUEUE_*.ENTERED_TASK_COUNT (2) · IWD_AGG_TASK_QUEUE_*.EXITED_TASK_COUNT (2)
calculation:
None (4) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the following Business Attribute > BA Customer metrics: Influence Score, Sentiment Influence Entered Diff, Sentiment Score, Sentiment Factor, Entered with Sentiment. (2) · Calculated based on the following metrics from the Business Attribute > BA Customer folder: Entered with Sentiment, Entered with Influence, Entered with Sentiment, Entered with Influence. (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2)
usedIn:
None (4) · Agent Transfer Summary Report (2) · Business Metrics Executive Report (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Customer Perspective Report (2) · Daily Transfer Summary Report (2) · Interaction Volume Business Attribute Email Report (2) · Interaction Volume Business Attribute Report (2) · Predictive Routing AB Testing Report (2) · Predictive Routing AB Testing Report (Hour) (2) · Queue Priority Range Report (2) · Task Volume Report (2) · Transfer Dashboard (2)
cloud:
no (2) · yes (2)
premise:
None (2) · yes (2)
project:
None (4)
notproject:
None (4)
anchor:
BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerAvgFirstResponseTime (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerSentimentIndex (2) · BusinessAttributeBACustomerSentimentInfluenceEnteredDiff (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedTime (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2) · BusinessAttributeBACustomerTransferRate (2) · BusinessAttributeBACustomerWrap (2) · BusinessAttributeBACustomerWrapTime (2) · iWDQueueEntered (2) · iWDQueueExited (2) · iWDQueueTasksonCancelQueue (2) · iWDQueueTasksonCapturedQueue (2) · iWDQueueTasksonCompletedQueue (2) · iWDQueueTasksonDeliveryAttemptHoldQueue (2) · iWDQueueTasksonDeliveryWindowHoldQueue (2) · iWDQueueTasksonErrorHeldQueue (2) · iWDQueueTasksonForceRouteHoldQueue (2) · iWDQueueTasksonForceRouteQueuedHold (2) · iWDQueueTasksonHoldQueue (2) · iWDQueueTasksonNewQueue (2) · iWDQueueTasksonNonRoutableQueue (2) · iWDQueueTasksonPostProcessingQueue (2) · iWDQueueTasksonQueuedQueue (2) · iWDQueueTasksonRejectedQueue (2) · iWDQueueTasksonRestrictedDeliveryQueue (2) · iWDQueueTasksonSubmittedQueue (2) · iWDQueueTasksonTransferQueue (2)

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