Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Group Interaction Handling Report or Predictive Routing - Model Efficiency or Predictive Routing AB Testing Report

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type:
None (2) · Disposition (4)
mediaType:
None (2) · All (4) · Voice (4)
dataType:
None (2) · Number (4)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · ??? (2) · A_ACCEPTED (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME_AVG (2) · A_RESPONSES (2) · A_TRANSFER_INIT_AGENT (2) · A_TRANSFER_INIT_AGENT_PCT (2) · A_XFER_RECEIVED_ACCEPTED (2) · A_XFER_RECEIVED_ACCEPTED_PCT (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_OFFERED (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (4) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].RESPONSES (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_GRP_[*].XFER_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].RESPONSES (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].XFER_RECEIVED_ACCEPTED (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_FCR_*.ACCEPTED_FCR (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (4) · 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 as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) · Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the Business Attribute > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Transfer Initiated Agent and Accepted Agent Queue metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2) · Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAccepted (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityPercentTransferInitiated (2) · AgentActivityPercentTransferReceivedAccepted (2) · AgentActivityResponses (2) · AgentActivityTransferInitiatedAgent (2) · AgentActivityTransferReceivedAccepted (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerFirstContactResolutionResult (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerTransferRate (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2)

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