Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Inbound Intraday Email Process Report or Queue Dashboard

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type:
None (2) · Disposition (6)
mediaType:
All (4) · Chat (2) · email (2) · Open (sync) (2) · Voice (6)
dataType:
None (2) · Number (6)
folder:
Agent > Activity (2) · iWD > Email (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · 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 (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) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_MAX (2) · Q_ACCEPTED (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_THR (2) · Q_ASA (2) · Q_CLEARED_TIME_AVG (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_ENTERED (2) · Q_HANDLE_TIME_AVG (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE_TIME_AVG (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_WRAP_TIME_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_QUEUE_GRP_[*].ABANDONED_SHORT (2) · AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED_THR (2) · AG2_QUEUE_GRP_[*].ENTERED (2) · AG2_QUEUE_GRP_[*].REDIRECTED (2) · AG2_QUEUE_[*].ABANDONED_SHORT (2) · AG2_QUEUE_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED_THR (2) · AG2_QUEUE_[*].ENTERED (2) · AG2_QUEUE_[*].REDIRECTED (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2) · IWD_AGG_TASK_EMAIL.CMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.NEW_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.TOTAL_PENDING_TASK_COUNT (2)
calculation:
None (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (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 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) · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered 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 > Hold Time and Queue > Hold metrics. (2) · Calculated based on the Queue > Invite Time and Queue > Invite metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2) · Sum("CMPL_TASK_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (8)
premise:
None (2) · yes (8)
project:
None (8) · IWD (2)
notproject:
None (8)
anchor:
AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityWrapTime (2) · iWDEmailCompleted (2) · iWDEmailNew (2) · iWDEmailPending (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2) · QueueAccepted (2) · QueueAcceptedinThreshold (2) · QueueASAFmt (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgHoldTime (2) · QueueAvgInviteTime (2) · QueueAvgWrapTime (2) · QueueCustomerAvgClearTime (2) · QueueCustomerAvgDistributeTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueueCustomerRedirected (2) · QueueEntered (2) · QueueMaxAbandonedWaitingTimeFmt (2) · QueuePercentAbandonedWaiting (2) · QueuePercentAccepted (2) · QueuePercentAcceptServiceLevel (2) · QueuePercentTransferInitiated (2) · QueueShortAbandonedWaiting (2)

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