Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Customer Perspective Report or Pre-Agent Termination Report

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type:
Disposition (6)
mediaType:
All (4) · Chat (2) · Open (sync) (2) · Voice (6)
dataType:
Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · @T_ACCEPT_SERVICE_LEVEL_PCT (2) · @T_FINISHED_SERVICE_LEVEL_PCT (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) · T_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_ACCEPT_TIME_AGENT_AVG (2) · T_DEFERRED (2) · T_ENTERED (2) · T_FINISH_RESPONSE_TIME_AVG (2) · T_OFFERED (2) · T_RESPONSE_RATIO (2) · T_REVENUE_AVG (2) · T_SATISFACTION_AVG (2)
dbTable:
None (6) · 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_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (6) · 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 (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the (BA Customer >) Responses and Responded metrics. (2) · Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics. (2) · Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. (2) · Calculated based on the Business Attribute > Finished in Threshold and Finished metrics. (2) · Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics. (2) · Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction 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)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityWrapTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgAcceptTimeAgent (2) · BusinessAttributeBACustomerAvgFinishResponseTime (2) · BusinessAttributeBACustomerAvgFirstResponseTime (2) · BusinessAttributeBACustomerAvgRevenue (2) · BusinessAttributeBACustomerAvgSatisfaction (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerPercentAcceptServiceLevel (2) · BusinessAttributeBACustomerPercentFinishedServiceLevel (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerResponseRatio (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2)

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