Drilldown: GCXI Metric

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GCXI Metric > type : Disposition or Interval & mediaType: None

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type: (Click arrow to add another value)
mediaType: (Click arrow to add another value)
dataType:
None (12) · Number (4)
folder:
Agent > Activity (2) · Agent > Activity > Queue (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Consults (2) · Business Attribute > BA Customer (2) · Chat Bot (2) · Co-browse (2) · Designer > Activity (2) · Queue > Q Customer & Consults > Abandoned Waiting ST1 (2)
displaysInFolder:
None (12)
displaysInFolder Cloud:
None (12)
displaysInFolder Premise:
None (12)
internalMetricID:
None (12) · ??? (2) · gpmAgentScore (2) · GPRActive (2) · STATE_REASON (2)
dbTable:
None (10) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.FOCUS (2) · AG2_AGENT_*.FOCUS_TIME (2) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_QUEUE_[*].FOCUS (2) · AG2_AGENT_QUEUE_[*].FOCUS_TIME (2) · AG2_BGS_SESSION_*.CUSTOMER_TERMINATED (2) · AG2_BGS_SESSION_*.FAILED (2) · AG2_BGS_SESSION_*.INITIATED (2) · AG2_BGS_SESSION_*.MESSAGES_RECEIVED (2) · AG2_BGS_SESSION_*.MESSAGES_SENT (2) · AG2_BGS_SESSION_*.REJECTED (2) · AG2_BGS_SESSION_*.SESSION_TIME (2) · AG2_COBROWSE_AGENT_*.ENTERED (2) · AG2_COBROWSE_AGENT_*.HANDLE_TIME (2) · AG2_COBROWSE_AGENT_*.INTERACTIONS (2) · AG2_COBROWSE_AGENT_*.RW_SESSIONS (2) · AG2_COBROWSE_AGENT_*.SESSIONS (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.CONSULT_RECEIVED_ENGAGE_WARM_TIME (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.WRAP (2) · AG2_ID_*.WRAP_TIME (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · AG2_I_AGENT_*.AGENT_SCORE (2) · AG2_I_AGENT_*.GPM_ACTIVE (2) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_STATE_RSN_*.STATE_RSN (2) · AG2_QUEUE_ABN_* (2) · AG2_SDR_ACTIVITY_*.DURATION (2) · AGT_SDR_ACTIVITY_*.ACTIVITIES (2) · Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2)
calculation:
None (12) · AG2_ID_*.XFER_ ACCEPTED_HOLD_TIME + AG2_ID_*.XFER_ ACCEPTED_ENGAGE_TIME (2) · Calculated as the Co-browse first wait time (first Co-browse session start time minus the interaction start time), divided by the number of Co-browse sessions (FIRST_WAIT_TIME / SESSIONS). (2) · Calculated as the difference between the beginning of an interaction and the initiation of the first Co-browse session. (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the handle time divided by the number of Co-browse sessions (HANDLE_TIME / SESSIONS). (2) · Calculated as the sum of all activities during the reporting interval that had the COMPLETED_FLAG set to y. (2) · Calculated based on the Agent Score (gpmAgentScore), divided by the total number of interactions where Predictive Routing was active. (2) · Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Designer > Activity > Activities and Designer > Activity > Activity Duration metrics. (2) · Calculated based on the Designer > Activity > Activities, and Designer > Activity > Completed 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 the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the value of the Chat Bot > Failed metric. (2) · Calculated based on the value of the Chat Bot > Messages Received metric. (2) · Calculated based on the value of the Chat Bot > Messages Sent metric. (2) · Calculated based on the value of the Chat Bot > Session Time metric. (2)
usedIn:
None (12) · Activity by Final Disposition Report (2) · Activity Summary Report (2) · Agent Omnichannel Activity Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (Active) (2) · Agent Task Dashboard (2) · Agent Transfer Summary Report (4) · Agent Utilization Report (2) · Agent Wrap Report (2) · Bot Dashboard (2) · Bot Sessions Overall (2) · Co-browse Summary Report (2) · Contact Center Report (2) · Daily Transfer Summary Report (2) · Interaction Volume Business Attribute Email Report (2) · Interaction Volume Business Attribute Report (2) · Predictive Routing AB Testing Report (2) · Predictive Routing AB Testing Report (Hour) (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Dashboard (2) · Predictive Routing Agent Occupancy Report (Active Time and Predictive) (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2) · Task Volume Report (2) · Transfer Dashboard (4)
cloud:
no (2) · yes (10)
premise:
yes (12)
project:
None (12)
notproject:
None (12)
anchor:
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