Drilldown: GCXI Metric

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GCXI Metric > folder : Business Attribute > BA Predictive Routing or iWD or iWD > Service Objects

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type:
None (4) · Disposition (2)
mediaType:
None (4) · All (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) · ??? (2)
dbTable:
None (4) · AG2_ID_*.GPM_ACTIVE (2) · AG2_QUEUE_*.GPM_ERROR (2) · ETL_AUDIT.EXTRACTED_EVENTS_AMOUNT (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (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_*.WORK_TIME (2)
calculation:
None (4) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as iWD > Completed Overdue / iWD > Completed (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 > 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 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 based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME). (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) · 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) · 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) · Model Efficiency (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing Operational Report (2) · Task Age Report (2)
cloud:
None (2) · yes (4)
premise:
None (2) · no (2) · yes (4)
project:
None (4)
notproject:
None (4)
anchor:
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