Drilldown: GCXI Metric

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GCXI Metric > type: Other & internalMetricID: None & usedIn: None

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type: (Click arrow to add another value)
mediaType:
None (12) · All (8) · All (except Chat) (2) · All (except Email) (4) · Chat (6) · Open (sync) (2) · Voice (6)
dataType:
None (14) · Number (10)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Chat (2) · Chat Bot (2) · Co-browse (2) · Designer > Activity (2) · Detail > Handling Attempt (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · Queue > Q Customer & Consults (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2) · Queue > Q Customer & Consults > Accepted Agent ST1 (2)
displaysInFolder:
None (18) · Agent > Activity > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (18)
displaysInFolder Premise:
None (18)
internalMetricID: (Click arrow to add another value)
dbTable:
None (10) · AG2_AGENT_*.CONF_ACCEPTED_ENGAGE_TIME+CONF_ACCEPTED_HOLD_TIME (2) · AG2_AGENT_*.FOCUS (2) · AG2_AGENT_*.XFER_ACCEPTED_ENGAGE_TIME + AG2_AGENT_*.XFER_ACCEPTED_HOLD_TIME (2) · AG2_AGENT_CUSTOMER_TALK_COUNT (2) · AG2_AGENT_GRP_[*].SATISFACTION (2) · AG2_AGENT_QUEUE_[*].CONSULT_INITIATED (2) · AG2_AGENT_QUEUE_[*].FOCUS (2) · AG2_AGENT_QUEUE_[*].FOCUS_TIME (2) · AG2_AGENT_[*].SATISFACTION (2) · AG2_CHAT_STATS_*.AGENT_RESPONSES (2) · AG2_COBROWSE_AGENT_*.HANDLE_TIME (2) · AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME (2) · AG2_ID_*.WRAP (2) · AG2_ID_*.WRAP_TIME (2) · AG2_QUEUE_*.GPM_ERROR (2) · AG2_QUEUE_ABN_* (2) · AG2_QUEUE_ACC_AGENT_*.ACCEPTED_AGENT (2) · AG2_SDR_ACTIVITY_*.DURATION (2) · CALLBACK_FACT_GI2.ESTABLISH_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · 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.REVENUE (2) · IF_IRF_GPM_FACT_GI2.ROUTING_POINT_DURATION (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED (2) · INTERACTION_RESOURCE_FACT_GI2.ABANDONED_TIME (2) · INTERACTION_RESOURCE_FACT_GI2.CONS_INIT_TALK_DURATION (2) · IRF_USER_DATE_GEN_1.SATISFACTION (2)
calculation:
None (16) · AG2_AGENT_*.XFER_INITIATED_ENGAGE_TIME + XFER_INITIATED_HOLD_TIME (2) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) · Calculated as AGT_I_MN_SESS_STATE.ACTIVE_TIME minus AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME, divided by the difference between AGT_I_MN_SESS_STATE.ACTIVE_TIME and AGT_I_MN_SESS_STATE.NOT_READY_TIME. (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the sum of the Q Customer > Standard Abandoned Waiting Time and Q Consult > Standard Abandoned Waiting Time metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the Business Attribute > Consult Received Warm Wrap Time and Consult Received Warm Wrap metrics. (2) · Calculated based on the Business Attribute > Consult Received Wrap Time and Consult Received Wrap metrics. (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 Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time metrics. (2) · Calculated based on the value of the Chat Bot > Failed metric. (2)
usedIn: (Click arrow to add another value)
cloud:
no (2) · yes (16)
premise:
yes (18)
project:
None (18)
notproject:
None (18)
anchor:
AgentActivityConferenceAcceptedTime (2) · AgentActivityEngage (2) · AgentActivityFocus (2) · AgentActivityQueueConsultInitiated (2) · AgentActivityQueueFocus (2) · AgentActivityQueueFocusTime (2) · AgentActivitySatisfaction (2) · AgentActivityTransferAcceptedTime (2) · AgentActivityTransferInitiatedTime (2) · AgentStateandReasonSummarizedStatePercentOmniOccupancy (2) · BusinessAttributeBAConsultsAvgConsultReceivedWarmTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWarmWrapTime (2) · BusinessAttributeBAConsultsAvgConsultReceivedWrapTime (2) · BusinessAttributeBAConsultsConsultReceivedEngageWarmTime (2) · BusinessAttributeBACustomerSentimentInfluenceEnteredDiff (2) · BusinessAttributeBACustomerTransferAcceptedTime (2) · BusinessAttributeBACustomerWrap (2) · BusinessAttributeBACustomerWrapTime (2) · BusinessAttributeBAPredictiveRoutingAgentScore (2) · BusinessAttributeBAPredictiveRoutingError (2) · CallbackEstablishTime (2) · ChatAgentResponses (2) · ChatBotPercentFailed (2) · CobrowseBeforeCobrowseStartedTime (2) · CobrowseHandleTime (2) · DesignerActivityActivityDuration (2) · DetailHandlingAttemptAbandonedWaiting (2) · DetailHandlingAttemptAbandonedWaitingTime (2) · DetailHandlingAttemptConsultInitiatedTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingConferenceInitiatedTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingConferenceReceivedTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingRevenue (2) · DetailHandlingAttemptHandlingPredictiveRoutingRoutingPointTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingSatisfaction (2) · QueueCustomerAndConsultsAbandonedWaitingAbandonedWaiting (2) · QueueCustomerAndConsultsAcceptedAgentAcceptedAgentST120 (2) · QueueCustomerAndConsultsHoldTime (2) · QueueQCustomerConsultsStandardAbandonedWaitingTime (2)

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