Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Agent Summary Activity Report (Active) or Predictive Routing - AHT & QUEUE

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type:
Disposition (8) · Interval (2)
mediaType:
None (2) · All (6) · Voice (6)
dataType:
None (2) · Number (8)
folder:
Agent > Activity (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Customer (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (8) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (2) · A_CA_HANDLE_TIME_AVG (2) · A_CA_PREVIEW_TIME_AVG (2) · A_ENGAGE_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME_AVG (2) · A_HOLD_TIME (2) · A_HOLD_TIME_AVG (2) · A_WRAP_TIME (2) · CA_PREVIEW_TIME (2) · IA_ACTIVE_TIME (2) · IA_BUSY_TIME (2) · IA_NOT_READY_TIME (2) · IA_NOT_READY_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_UNKNOWN_STATE_TIME (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_TIME_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_ACCEPTED (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 (8) · AG2_AGENT_CAMPAIGN_[*].PREVIEW_TIME (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_ID_*.ACCEPTED (2) · AG2_I_SESS_STATE_*.READY_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].BUSY_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (8) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview 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 following metrics from the Outbound Contact > Agent Contact folder: Handle Time, Accepted, and Consult Received Accepted. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time 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) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (8)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityWrapTime (2) · AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateBusyTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStateOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · AgentStateandReasonSummarizedStatePercentWrapTIme (2) · AgentStateandReasonSummarizedStateReadyTime (2) · AgentStateandReasonSummarizedStateWrapTime (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2)

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