Drilldown: GCXI Metric

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GCXI Metric > usedIn : Queue Dashboard or Transfer Dashboard & project: None

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type:
Disposition (6)
mediaType:
None (4) · All (4) · All (except Email) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · Outbound Contact > Agent Contact (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · A_CONFERENCE_INITIATED (2) · A_TRANSFER_INIT_AGENT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_MAX (2) · Q_ACCEPTED (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_THR (2) · Q_ASA (2) · Q_CLEARED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_ENTERED (2) · Q_HANDLE_TIME_AVG (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE_TIME_AVG (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_WRAP_TIME_AVG (2)
dbTable:
None (6) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_WARM (2) · AG2_AGENT_*.XFER_INITIATED_WARM (2) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · AG2_QUEUE_GRP_[*].ABANDONED_SHORT (2) · AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED_THR (2) · AG2_QUEUE_GRP_[*].ENTERED (2) · AG2_QUEUE_GRP_[*].REDIRECTED (2) · AG2_QUEUE_[*].ABANDONED_SHORT (2) · AG2_QUEUE_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED_THR (2) · AG2_QUEUE_[*].ENTERED (2) · AG2_QUEUE_[*].REDIRECTED (2)
calculation:
None (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (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 Agent Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) · Calculated based on the Queue > Invite Time and Queue > Invite metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent 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:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceOffered (2) · AgentActivityConsultOffered (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgent (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferOffered (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2) · QueueAccepted (2) · QueueAcceptedinThreshold (2) · QueueASAFmt (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgHoldTime (2) · QueueAvgInviteTime (2) · QueueAvgWrapTime (2) · QueueCustomerAvgClearTime (2) · QueueCustomerAvgDistributeTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueueCustomerRedirected (2) · QueueEntered (2) · QueueMaxAbandonedWaitingTimeFmt (2) · QueuePercentAbandonedWaiting (2) · QueuePercentAccepted (2) · QueuePercentAcceptServiceLevel (2) · QueuePercentTransferInitiated (2) · QueueShortAbandonedWaiting (2)

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