Drilldown: GCXI Metric

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GCXI Metric > folder : Business Attribute > BA Predictive Routing or Detail > Handling Attempt > Handling Predictive Routing or Detail > Transfer

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type:
None (2) · Date (2) · Detail (2) · Disposition (2)
mediaType:
None (2) · All (4) · Voice (2)
dataType:
None (2) · Number (4)
folder: (Click arrow to add another value)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · ??? (2) · T_IRF_CUSTOMER_ENGAGE_TIME (2) · T_IRF_CUSTOMER_HOLD_TIME (2) · T_IRF_CUSTOMER_WRAP_TIME (2) · T_IRF_QUEUE_DURATION (2) · T_IRF_RCV_CUSTOMER_ACW_DURATION (2) · T_IRF_RCV_CUSTOMER_HOLD_DURATION (2) · T_IRF_RCV_CUSTOMER_TALK_DURATION (2) · T_IRF_RCV_QUEUE_DURATION (2)
dbTable:
None (4) · AG2_ID_*.GPM_ACTIVE (2) · AG2_QUEUE_*.GPM_ERROR (2) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (4) · IF_IRF_GPM_FACT_GI2.CONF_INIT_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.CONF_JOIN_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.REVENUE (2) · IF_IRF_GPM_FACT_GI2.ROUTING_POINT_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (4) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION_RCV (2) · IRF_USER_DATE_GEN_1.SATISFACTION (2)
calculation:
None (4) · Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. (2) · Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2)
usedIn:
None (4) · Model Efficiency (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing Detail Report (2) · Predictive Routing Operational Report (2) · Transfer Detail Report (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
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