Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Not Ready Report or Agent Transfer Summary Report or Predictive Routing Operational Report

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type:
None (2) · Disposition (6) · Interval (2)
mediaType:
None (4) · All (6) · All (except Email) (2)
dataType:
None (4) · 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) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · ??? (2) · A_CONFERENCE_INITIATED (2) · IA_ACTIVE_TIME (2) · IA_NOT_READY_IN (2) · IA_NOT_READY_IN_TIME (2) · IA_NOT_READY_IN_TIME_PCT (2) · IA_NOT_READY_OUT (2) · IA_NOT_READY_OUT_TIME (2) · IA_NOT_READY_OUT_TIME_PCT (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_OFFERED (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_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_I_AGENT_[*].NOT_READY_IN (2) · AG2_I_AGENT_[*].NOT_READY_IN_TIME (2) · AG2_I_AGENT_[*].NOT_READY_OUT (2) · AG2_I_AGENT_[*].NOT_READY_OUT_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · Calculated based onthe Not Ready In Time Interaction State and the Not Ready Time Summarized State metrics. (2)
calculation:
None (4) · 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 Received Accepted and Transfer Received Accepted Warm metrics. (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 > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. (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) · 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:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceOffered (2) · AgentActivityConsultOffered (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferOffered (2) · AgentStateandReasonInteractionStateNotReadyIn (2) · AgentStateandReasonInteractionStateNotReadyInTime (2) · AgentStateandReasonInteractionStateNotReadyOut (2) · AgentStateandReasonInteractionStateNotReadyOutTime (2) · AgentStateandReasonInteractionStatePercentNotReadyInTime (2) · AgentStateandReasonInteractionStatePercentNotReadyOutTime (2) · AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · QueueQueuePredictiveRoutingPercentError (2)

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