Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Omnichannel Activity Report or Daily Transfer Summary Report or Predictive Routing AB Testing Report

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type:
None (2) · Disposition (2) · Interval (2)
mediaType:
None (4) · All (4) · Voice (2)
dataType:
None (4) · Number (4)
folder:
Agent > State and Reason > Summarized State (2) · Business Attribute > BA Customer (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · ??? (2) · T_ACCEPTED (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_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · AG2_ID_FCR_*.ACCEPTED_FCR (2) · Calculated based on AGT_I_MN_SESS_STATE.READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.BUSY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the AGT_I_MN_SESS_STATE.NOT_READY_TIME and AGT_I_MN_SESS_STATE.ACTIVE_TIME 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 Warm metrics. (2) · Calculated based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (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 the Other State Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metric. (2) · Calculated based on the the Wrap Time and AGT_I_MN_SESS_STATE.ACTIVE_TIME metrics. (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonSummarizedStateOmniActiveTime (2) · AgentStateandReasonSummarizedStateOmniBusy (2) · AgentStateandReasonSummarizedStateOmniBusyTime (2) · AgentStateandReasonSummarizedStateOmniNotReady (2) · AgentStateandReasonSummarizedStateOmniNotReadyTime (2) · AgentStateandReasonSummarizedStateOmniOtherStateTime (2) · AgentStateandReasonSummarizedStateOmniReady (2) · AgentStateandReasonSummarizedStateOmniReadyTime (2) · AgentStateandReasonSummarizedStateOmniWrap (2) · AgentStateandReasonSummarizedStateOmniWrapTime (2) · AgentStateandReasonSummarizedStatePercentOmniBusyTime (2) · AgentStateandReasonSummarizedStatePercentOmniNotReadyTime (2) · AgentStateandReasonSummarizedStatePercentOmniOtherStateTIme (2) · AgentStateandReasonSummarizedStatePercentOmniReadyTime (2) · AgentStateandReasonSummarizedStatePercentWrapTime (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerFirstContactResolutionResult (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2) · BusinessAttributeBACustomerTransferRate (2)

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