Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Interaction Hierarchy Report or Predictive Routing - AHT & QUEUE or Predictive Routing - Model Efficiency

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type:
None (2) · Disposition (6)
mediaType:
None (2) · All (6) · Async (2) · Voice (2)
dataType:
None (2) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · A_ACCEPTED_THREAD (2) · A_ACCEPTED_UNIQUE (2) · A_HANDLE_TIME_AVG (2) · A_OFFERED (2) · A_RESPONSES (2) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_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_WRAP_TIME_AVG (2)
dbTable:
None (6) · AG2_AGENT_GRP_[*].ACCEPTED_THREAD (2) · AG2_AGENT_GRP_[*].ACCEPTED_UNIQUE (2) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_GRP_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_GRP_[*].RESPONSES (2) · AG2_AGENT_[*].ACCEPTED_THREAD (2) · AG2_AGENT_[*].ACCEPTED_UNIQUE (2) · AG2_AGENT_[*].OFFERED (2) · AG2_AGENT_[*].RESPONDED_UNIQUE (2) · AG2_AGENT_[*].RESPONSES (2) · AG2_ID_*.ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (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 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 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 > 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 Queue > Accept Time and Queue > Accepted 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 > Q Customer > Engage Time and Queue > Accepted Agent 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 (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentActivityAcceptedThread (2) · AgentActivityAcceptedUnique (2) · AgentActivityAvgHandleTime (2) · AgentActivityOffered (2) · AgentActivityRespondedUnique (2) · AgentActivityResponses (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2)

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