Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Chat Termination Report or Transfer Dashboard

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type:
None (2) · Disposition (6)
mediaType:
None (6) · All (2) · All (except Email) (2) · Chat (2) · Voice (6)
dataType:
None (6) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Chat (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2)
displaysInFolder:
None (8) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (8)
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_CHAT_STATS_*.CUSTOMER_TERMINATED (2) · AG2_CHAT_STATS_*.SESSIONS (2) · AG2_CHAT_STATS_*.SESSIONS_AGENT_TERMINATED (2) · AG2_CHAT_STATS_*.SESSIONS_INACTIVE (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)
calculation:
None (8) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (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 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 as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. (2) · Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview metrics. (2) · Calculated based on the Chat > Customer Terminated and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Inactive and Chat > Media Session metrics. (2) · Calculated based on the Chat > Terminated and Chat > Media Session 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)
usedIn: (Click arrow to add another value)
cloud:
yes (8)
premise:
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) · ChatAgentTerminated (2) · ChatAvgSessionTime (2) · ChatCustomerTerminated (2) · ChatMediaSession (2) · ChatPercentAgentTerminated (2) · ChatPercentCustomerTerminated (2) · ChatPercentSessionInactive (2) · ChatSessionInactive (2) · ChatTerminatedDuetoOtherReasons (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2)

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