Drilldown: GCXI Metric

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GCXI Metric > usedIn : Campaign Summary Report or Supervisor Dashboard & project: None

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type:
Disposition (6) · Interval (2)
mediaType:
None (2) · All (2) · Chat (2) · Open (sync) (2) · Voice (6)
dataType:
None (2) · Number (6)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Customer (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (4)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · A_ENGAGE_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME (2) · A_HOLD_TIME_AVG (2) · A_INVITE_TIME (2) · A_OFFERED (2) · CA_ANSWERS (2) · CA_ANSW_MACHINE (2) · CA_ATTEMPTS (2) · CA_AVG_CPD_TIME_MS (2) · CA_AVG_CPD_TRANSFER_TIME_MS (2) · CA_BUSY (2) · CA_CPD_DIAL_TIME_AVG_MS (2) · CA_DIAL_DROPPED (2) · CA_FAXMODEM_DETECT (2) · CA_NO_ANSWER (2) · CA_OVERDIAL (2) · IA_ACTIVE_TIME (2) · IA_BUSY_TIME (2) · IA_BUSY_TIME_IXN (2) · IA_BUSY_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_READY_TIME_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_WRAP_TIME_IXN (2) · T_ABANDONED (2)
dbTable:
None (4) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_GRP_[*].INVITE_TIME (2) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_AGENT_[*].INVITE_TIME (2) · AG2_AGENT_[*].OFFERED (2) · AG2_CAMPAIGN_[*].ANSWERS (2) · AG2_CAMPAIGN_[*].ANSW_MACHINE (2) · AG2_CAMPAIGN_[*].ATTEMPTS (2) · AG2_CAMPAIGN_[*].BUSY (2) · AG2_CAMPAIGN_[*].DIAL_DROPPED (2) · AG2_CAMPAIGN_[*].FAXMODEM_DETECT (2) · AG2_CAMPAIGN_[*].NO_ANSWER (2) · AG2_CAMPAIGN_[*].OVERDIAL (2) · AG2_ID_*.ABANDONED (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (6) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Busy Time and Active Time Summarized State metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Ready Time and Active Time Summarized State metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project: (Click arrow to add another value)
notproject:
None (6)
anchor:
AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityInviteTime (2) · AgentActivityOffered (2) · AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStateIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateBusyTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStateOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentBusyTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2) · AgentStateandReasonSummarizedStatePercentReadyTIme (2) · AgentStateandReasonSummarizedStateReadyTime (2) · AgentStateandReasonSummarizedStateWrapTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · OutboundContactAccepted (2) · OutboundContactContactAttemptAnsweringMachineDetected (2) · OutboundContactContactAttemptAttempts (2) · OutboundContactContactAttemptAvgCPDDialTime (2) · OutboundContactContactAttemptAvgCPDTime (2) · OutboundContactContactAttemptAvgCPDTransferTime (2) · OutboundContactContactAttemptBusyCampaign (2) · OutboundContactContactAttemptDialDropped (2) · OutboundContactContactAttemptFaxModemDetected (2) · OutboundContactContactAttemptNotAccepted (2) · OutboundContactContactAttemptOverdial (2)

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Retrieved from "https://all.docs.genesys.com/Special:Drilldown/GCXI_Metric (2024-07-26 13:25:19)"