Drilldown: GCXI Metric

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GCXI Metric > mediaType : All (Except email) or All (except Chat) or email

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type:
None (2) · Detail (2) · Disposition (6) · Interval (2)
mediaType: (Click arrow to add another value)
dataType:
None (2) · Number (8)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Detail > Handling Attempt (2) · iWD > Email (2) · Queue (2) · Queue > Q Consults (2)
displaysInFolder:
None (10) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2) · Queue > Q Consults (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (10)
displaysInFolder Premise:
None (10)
internalMetricID:
None (6)
Other values:
dbTable:
None (8)
Other values:
calculation:
None (10) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Sent QA Review" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" (2) · Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics. (2) · Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics. (2) · Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review (2) · Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as the sum of AG2_ID_*.CONSULT_RECEIVED_ENGAGE_TIME plus AG2_ID_*.CONSULT_RECEIVED_HOLD_TIME. (2) · Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. (2) · Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. (2) · Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics. (2) · Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics. (2) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Queue > Consult Received Time, Consult Received Warm Time, Consult Received Accepted, and Consult Received Accepted Warm metrics. (2) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("CMPL_TASK_COUNT Standard Response") (2) · Sum("CMPL_TASK_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) (2) · SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn:
None (10) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Interval Based Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Transfer Summary Report (2) · Agent Utilization Report (2) · Inbound Intraday Email Process Report (2) · Interaction Handling Attempt Report (2) · Outbound Email Report (2) · Queue Outline Report (2) · Queue Summary Report (2) · Transfer Dashboard (2)
cloud:
None (2) · yes (10)
premise:
None (2) · yes (10)
project:
None (10) · IWD (2)
notproject:
None (10)
anchor:
Other values:

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