Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Outbound Campaign Report or Outbound Email Report or Predictive Routing Agent Occupancy Report (Active Time & Predictive)

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type:
None (2) · Disposition (4) · Interval (2)
mediaType:
All (2) · email (2) · Voice (4)
dataType:
None (2) · Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Summarized State (2) · iWD > Email (2) · Outbound Contact (2) · Outbound Contact > Agent Contact (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · A_ACCEPTED (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) · IA_ACTIVE_TIME (2) · IA_OCCUPANCY_PCT (2)
dbTable:
None (6) · AG2_AGENT_CAMPAIGN_[*].PREVIEW_TIME (2) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2) · IWD_AGG_TASK_EMAIL.CMPL_QA_REVIEW_COUNT (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) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (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 > Email > Agent Reply - iWD > Email > Agent Reply QA Review (2) · Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK (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) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) (2) · SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (6)
premise:
None (2) · yes (6)
project:
None (6) · IWD (2)
notproject:
None (6)
anchor:
AgentActivityAccepted (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityWrapTime (2) · AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2) · iWDEmailAgentReply (2) · iWDEmailAgentReplyQAReview (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailAutomatedReply (2) · iWDEmailNew (2) · iWDEmailOther (2) · iWDEmailPending (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSent (2) · iWDEmailSentACK (2) · iWDEmailSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailUnsolicited (2) · iWDEmailUnsolicitedQAReview (2) · iWDEmailUnsolicitedwithoutQAReview (2) · OutboundContactAcgHandleTime (2) · OutboundContactAgentContactAvgPreviewTime (2) · OutboundContactAgentContactPreviewTime (2)

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