Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Queue Report or Campaign Summary Report or Predictive Routing - AHT & QUEUE

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type:
Disposition (8)
mediaType:
All (6) · Chat (2) · Open (sync) (2) · Voice (6)
dataType:
Number (8)
folder:
Agent > Activity > Queue (2) · Business Attribute > BA Customer (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (8) · Outbound Contact > Contact Attempt (4) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (2) · A_ACCEPTED (2) · A_ENGAGE_TIME (2) · A_ENGAGE_TIME_AVG (2) · A_HOLD_TIME (2) · A_WRAP_TIME (2) · A_WRAP_TIME_AVG (2) · CA_ANSWERS (2) · CA_ANSW_MACHINE (2) · CA_ATTEMPTS (2) · CA_AVG_CPD_TIME_MS (2) · CA_AVG_CPD_TRANSFER_TIME_MS (2) · CA_BUSY (2) · CA_CPD_DIAL_TIME_AVG_MS (2) · CA_DIAL_DROPPED (2) · CA_FAXMODEM_DETECT (2) · CA_NO_ANSWER (2) · CA_OVERDIAL (2) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (4) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · T_ABANDONED (2) · T_ACCEPTED (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (8) · AG2_AGENT_QUEUE_[*].ACCEPTED (2) · AG2_AGENT_QUEUE_[*].ENGAGE_TIME (2) · AG2_AGENT_QUEUE_[*].HOLD_TIME (2) · AG2_AGENT_QUEUE_[*].WRAP_TIME (2) · AG2_CAMPAIGN_[*].ANSWERS (2) · AG2_CAMPAIGN_[*].ANSW_MACHINE (2) · AG2_CAMPAIGN_[*].ATTEMPTS (2) · AG2_CAMPAIGN_[*].BUSY (2) · AG2_CAMPAIGN_[*].DIAL_DROPPED (2) · AG2_CAMPAIGN_[*].FAXMODEM_DETECT (2) · AG2_CAMPAIGN_[*].NO_ANSWER (2) · AG2_CAMPAIGN_[*].OVERDIAL (2) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (2) · Calculated based on the (Activity > Queue) Wrap Time and Activity > Wrap metrics. (2)
calculation:
None (8) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted 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 > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (8)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
AgentActivityQueueAccepted (2) · AgentActivityQueueAvgEngageTime (2) · AgentActivityQueueAvgHandleTime (2) · AgentActivityQueueAvgHoldTime (2) · AgentActivityQueueAvgWrapTime (2) · AgentActivityQueueEngageTime (2) · AgentActivityQueueHoldTime (2) · AgentActivityQueueWrapTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · OutboundContactAccepted (2) · OutboundContactContactAttemptAnsweringMachineDetected (2) · OutboundContactContactAttemptAttempts (2) · OutboundContactContactAttemptAvgCPDDialTime (2) · OutboundContactContactAttemptAvgCPDTime (2) · OutboundContactContactAttemptAvgCPDTransferTime (2) · OutboundContactContactAttemptBusyCampaign (2) · OutboundContactContactAttemptDialDropped (2) · OutboundContactContactAttemptFaxModemDetected (2) · OutboundContactContactAttemptNotAccepted (2) · OutboundContactContactAttemptOverdial (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2)

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