Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Customer Segment Service Level Report or Predictive Routing Detail Report

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type:
None (2) · Detail (2) · Disposition (4)
mediaType:
None (2) · All (4) · Voice (4)
dataType:
None (2) · Number (6)
folder:
Agent > Activity (2) · Detail > Handling Attempt > Handling Predictive Routing (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 (8) · "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_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)
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) · Calculated based on the Wrap Time and Wrap Activity metrics. (2) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2)
calculation:
None (8) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · 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 / iWD > New (2) · Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (2) · Calculated based on the Agent Contact > Preview Time and Agent Contact > Preview 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:
None (2) · yes (8)
premise:
None (2) · no (2) · yes (8)
project:
None (8)
notproject:
None (8)
anchor:
AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityWrapTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaiting (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaitingTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentRank (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerAlertTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerDialTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerEngageTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHandleTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHoldTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerWrapTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingGlobalScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingInteractionDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingMaxScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMedianScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMessage (2) · DetailHandlingAttemptHandlingPredictiveRoutingMinScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingQueueTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingResponseTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingSatisfactionTurnaroundTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingTargetSize (2) · DetailHandlingAttemptHandlingPredictiveRoutingTotalDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingTransferInitiatedAgent (2) · iWDCanceled (2) · iWDCanceledAutocompleted (2) · iWDCompleted (2) · iWDFinished (2) · iWDNew (2) · iWDPercentCanceledAutocompleted (2) · iWDPercentFinished (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2)

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