Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Performance Dashboard or Inbound Intraday Email Process Report or Survey Statistics Report

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type:
None (4) · Disposition (2) · Dispostion (2)
mediaType:
None (2) · All (2) · All (except Chat) (2) · Chat (2) · email (2) · Open (sync) (2) · Voice (2)
dataType:
None (4) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (2)
folder:
Agent > Activity (2) · Designer > Survey (2) · iWD > Email (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 (6) · A_ABANDONED_INVITING (2) · A_ACCEPTED (2) · A_AGENT_DISCONNECT_FIRST (2) · A_CONSULT_INITIATED_TIME_AVG (2) · A_CONSULT_RCV_WARM_TIME (2) · A_CONSULT_RCV_WARM_TIME_AVG (2) · A_CONSULT_RCV_WARM_WRAP_TIME (2) · A_CONSULT_RCV_WARM_WRAP_TIME_AVG (2) · A_CONSULT_RECEIVED_TIME (2) · A_CONSULT_RECEIVED_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · A_ENGAGE_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME (2) · A_HANDLE_TIME_AVG (2) · A_HOLD (2) · A_HOLD_TIME (2) · A_HOLD_TIME_AVG (2) · A_NOTACCEPTED (2) · A_OFFERED (2) · A_REJECTED (2) · A_TRANSFER_INIT_AGENT (2) · A_TRANSFER_INIT_AGENT_PCT (2) · A_WRAP_TIME (2)
dbTable:
None (4) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].AGENT_DISCONNECT_FIRST (2) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_GRP_[*].NOTACCEPTED (2) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_GRP_[*].REJECTED (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_AGENT_[*].ABANDONED_INVITE (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].AGENT_DISCONNECT_FIRST (2) · AG2_AGENT_[*].CONSULT_RCV_WARM_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_WRAP_TIME (2) · AG2_AGENT_[*].CONSULT_RECEIVED_WRAP_TIME or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_WRAP_TIME (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_AGENT_[*].NOTACCEPTED (2) · AG2_AGENT_[*].OFFERED (2) · AG2_AGENT_[*].REJECTED (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_SDR_SURVEY_*.NO_INPUT_ERROR (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 (4) · 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 values of the Designer > Offered and Designer > Accepted metrics. (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RCV_WARM_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_[*].CONSULT_RECEIVED_HOLD_TIME, or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated based on the Consult Initiated Time and Consult Initiated Activity metrics. (2) · Calculated based on the Consult Received Time and Consult Received Accepted Activity metrics. (2) · Calculated based on the Consult Received Warm Time and Consult Received Accepted Warm Activity metrics. (2) · Calculated based on the Consult Received Warm Wrap Time and Consult Received Warm Wrap Activity metrics. (2) · Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity metrics. (2) · Calculated based on the Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time activity metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. (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 (6)
premise:
None (2) · yes (6)
project:
None (6) · IWD (2)
notproject:
None (6)
anchor:
AgentActivityAccepted (2) · AgentActivityAgentDisconnectFirst (2) · AgentActivityAvgConsultInitiatedTime (2) · AgentActivityAvgConsultReceivedTime (2) · AgentActivityAvgConsultReceivedTimeWarmTime (2) · AgentActivityAvgConsultReceivedWarmWrapTime (2) · AgentActivityAvgConsultReceivedWrapTime (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityConsultReceivedTime (2) · AgentActivityConsultReceivedWarmTime (2) · AgentActivityConsultReceivedWarmWrapTime (2) · AgentActivityConsultReceivedWrapTime (2) · AgentActivityEngageTime (2) · AgentActivityHandleTime (2) · AgentActivityHold (2) · AgentActivityHoldTime (2) · AgentActivityNotAccepted (2) · AgentActivityOffered (2) · AgentActivityPercentTransferInitiated (2) · AgentActivityQueueAbandonedInviting (2) · AgentActivityRejected (2) · AgentActivityTransferInitiatedAgent (2) · AgentActivityWrapTime (2) · DesignerNoInputError (2) · DesignerNoMatchError (2) · DesignerNotAccepted (2) · DesignerPercentAccepted (2) · iWDEmailCompleted (2) · iWDEmailNew (2) · iWDEmailPending (2)

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