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GCXI Metric > usedIn : Agent Interval Based Report or Campaign Summary Report or Predictive Routing - Model Efficiency

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type:
None (2) · Disposition (6) · Interval (2)
mediaType:
None (2) · All (4) · All (except Chat) (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) · Business Attribute > BA Predictive Routing (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder:
None (6) · 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_ACCEPTED (2) · A_CONSULT_RECEIVED_ACCEPTED (2) · A_CONSULT_RECEIVED_TIME (2) · A_ENGAGE_TIME (2) · A_HOLD (2) · A_HOLD_TIME (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_CONSULT_RECEIVED_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_WRAP_IXN (2) · IA_WRAP_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2) · T_ABANDONED (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2)
dbTable:
None (6) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD (2) · AG2_AGENT_[*].HOLD_TIME (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_ID_*.ACCEPTED (2) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2)
calculation:
None (6) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (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 > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time 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 Interaction State > Consult Received Time and Summarized State > Active Time 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 Ixn Wrap Time Interaction State and Active Time Summarized State 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:
AgentActivityAccepted (2) · AgentActivityConsultReceivedAccepted (2) · AgentActivityConsultReceivedTime (2) · AgentActivityEngageTime (2) · AgentActivityHold (2) · AgentActivityHoldTime (2) · AgentStateandReasonInteractionStateIxnWrap (2) · AgentStateandReasonInteractionStateIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonSummarizedStateActiveTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (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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