Drilldown: GCXI Metric

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GCXI Metric > folder: Business Attribute > BA Customer & usedIn : Contact Center Report or None

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type:
None (2) · Disposition (2)
mediaType:
None (2) · All (2) · All (except Email) (2) · Async (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (2)
folder: (Click arrow to add another value)
displaysInFolder:
None (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
Other values:
dbTable:
None (2) · AG2_ID_*.ABANDONED_INVITE (2) · AG2_ID_*.ABANDONED_STANDARD_TIME (2) · AG2_ID_*.ABANDONED_TIME (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.ACCEPTED_AGENT (2) · AG2_ID_*.ACCEPTED_AGENT_TIME (2) · AG2_ID_*.ACCEPTED_THR (2) · AG2_ID_*.ACCEPTED_THREAD (2) · AG2_ID_*.ACCEPT_TIME (2) · AG2_ID_*.ACTIONABILITY (2) · AG2_ID_*.ACTIONABILITY_ENTERED (2) · AG2_ID_*.CONFERENCE_INIT_AGENT (2) · AG2_ID_*.DATE_TIME_KEY (2) · AG2_ID_*.ENGAGE_TIME (2) · AG2_ID_*.FINISHED_THR (2) · AG2_ID_*.FINISH_RESPONSE_TIME (2) · AG2_ID_*.FINISH_TIME (2) · AG2_ID_*.FIRST_RESPONSE_TIME (2) · AG2_ID_*.FOCUS (2) · AG2_ID_*.FOCUS_TIME (2) · AG2_ID_*.HOLD (2) · AG2_ID_*.HOLD_TIME (2) · AG2_ID_*.INFLUENCE (2) · AG2_ID_*.INFLUENCE_ENTERED (2) · AG2_ID_*.INVITE (2) · AG2_ID_*.INVITE_TIME (2) · AG2_ID_*.RESPONDED (2) · AG2_ID_*.RESPONDED_THR (2) · AG2_ID_*.RESPONSES (2) · AG2_ID_*.REVENUE (2) · AG2_ID_*.SATISFACTION (2) · AG2_ID_*.SATISFACTION_ENTERED (2) · AG2_ID_*.SENTIMENT (2) · AG2_ID_*.SENTIMENT_ENTERED (2) · AG2_ID_*.SHORT_ABANDONED (2) · AG2_ID_*.WRAP (2) · AG2_ID_*.WRAP_TIME (2)
calculation:
None (2) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) · Calculated as AG2_ID_*.ACTIONABILITY divided by AG2_ID_*.ACTIONABILITY_ENTERED. (2) · Calculated as AG2_ID_*.INFLUENCE divided by AG2_ID_*.INFLUENCE_ENTERED. (2) · Calculated as AG2_ID_*.SENTIMENT divided by AG2_ID_*.SENTIMENT_ENTERED. (2) · Calculated as the difference between Business Attribute > Finished and Finished Response metrics. (2) · Calculated as the value of Business Attribute > BA Customer > Abandoned Waiting minus the value of Business Attribute > BA Customer > Short Abandoned Waiting. (2) · Calculated based on the (BA Customer >) Classify Sentiment Category metric. (2) · Calculated based on the (BA Customer >) Max Abandoned Waiting Time and Standard Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Abandoned Inviting and Offered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accepted Agent and Offered metrics. (2) · Calculated based on the Business Attribute > Accepted and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accepted and Offered metrics. (2) · Calculated based on the Business Attribute > Accepted in Threshold and Offered 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 > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Engage Time, Wrap Time, Hold Time, Consult Received Time, and Consult Received Wrap Time metrics. (2) · Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics. (2) · Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. (2) · Calculated based on the Business Attribute > Finish Time and Finish Response Time metrics. (2) · Calculated based on the Business Attribute > Finish Time and Finished metrics. (2) · Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) · Calculated based on the Business Attribute > Invite Time and Invite metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Business Attribute > Short Abandoned Waiting and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Transfer Initiated and Accepted metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap 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)
usedIn: (Click arrow to add another value)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
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