Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Interval Based Report or Pre-Agent Termination Report or Predictive Routing - AHT & QUEUE

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type:
Disposition (6) · Interval (2)
mediaType:
All (6) · All (except Chat) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
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) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
A_ACCEPTED (2) · A_CONSULT_RECEIVED_ACCEPTED (2) · A_CONSULT_RECEIVED_TIME (2) · A_ENGAGE_TIME (2) · A_HOLD (2) · A_HOLD_TIME (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) · 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_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_ACCEPTED (2) · T_ASA (2) · T_DEFERRED (2) · T_ENGAGE_TIME_AVG (2) · T_ENTERED (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_OFFERED (2) · T_WRAP_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_ID_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (2) · AG2_I_AGENT_[*].WRAP (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (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 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 based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (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 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 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)
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) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2)

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