Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Capture Point Task Duration Report or Transfer Dashboard

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type:
None (2) · Disposition (6)
mediaType:
None (6) · All (2) · All (except Email) (2) · Voice (6)
dataType:
None (6) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · iWD (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (6) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (8)
internalMetricID:
None (6) · A_CA_HANDLE_TIME_AVG (2) · A_CA_PREVIEW_TIME_AVG (2) · A_CONFERENCE_INITIATED (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_TRANSFER_INIT_AGENT (2) · A_WRAP_TIME (2) · CA_PREVIEW_TIME (2)
dbTable:
None (8) · 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_CAMPAIGN_[*].PREVIEW_TIME (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2)
calculation:
None (8) · Calculated as Completed + Canceled (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 as iWD > Finished Time / iWD > Finished. (2) · Calculated as Pre Source System Time / Finished. (2) · 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 Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted 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 Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (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) · If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) · If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (8)
premise:
None (2) · yes (8)
project:
None (8)
notproject:
None (8)
anchor:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceOffered (2) · AgentActivityConsultOffered (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgent (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferOffered (2) · AgentActivityWrapTime (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2) · iWDAvgAcceptTime (2) · iWDAvgFinishTime (2) · iWDAvgHandleTime (2) · iWDAvgPreSourceSystemTime (2) · iWDFinished (2) · iWDNew (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2)

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