Drilldown: GCXI Metric

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GCXI Metric > folder : Callback or Detail > Handling Attempt > Handling Predictive Routing or iWD > Agent

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type:
None (4) · Detail (2) · Disposition (2)
mediaType:
None (2) · All (4) · Chat (2) · Voice (2)
dataType:
None (4) · Number (4)
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displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6)
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calculation:
None (6) · Calculated as iWD > Agent >Handle Time / iWD > Agent >Accepted (2) · 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 the value of the Callback > Offered and Callback > Accepted metrics. (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) · Refer to the Abandon Waiting For Agent and Accepted Callback metrics. (2) · Refer to the Accepted and Canceled callback metrics. (2) · Refer to the Callback > Callbacks and Callback > Added Agents metrics. (2) · Refer to the Callback > Callbacks and Callback > Offer Time metrics. (2) · Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics. (2) · Refer to the Callback > Saved Time and Callback > Successful metrics. (2) · Refer to the Callback > Successful and Callback > Accepted callback metrics. (2) · Refer to the Callback > Successful and Callback > Accepted metrics. (2) · Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics. (2) · Refer to the Callback > Customer Connected and Accepted metrics. (2) · Refer to the Callback > Offered and Accepted metrics. (2)
usedIn:
None (6) · Callback Summary Report (2) · Predictive Routing Detail Report (2) · Resource Performance Dashboard (2) · Resource Performance Report (2)
cloud:
no (2) · yes (6)
premise:
None (2) · yes (6)
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