Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Report or Bot Dashboard or Predictive Routing - Model Efficiency

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type:
None (4) · Disposition (6) · Dispostion (2)
mediaType:
None (6) · All (4) · All (except Chat) (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (6) · Number (4)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Chat (2) · Chat Bot (2)
displaysInFolder:
None (8) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (8) · A_ABANDONED_INVITING (2) · A_ACCEPTED (2) · A_AGENT_DISCONNECT_FIRST (2) · A_CONSULT_INITIATED (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_TRANSFER_INIT_AGENT (2) · A_TRANSFER_INIT_AGENT_PCT (2) · A_WRAP_TIME (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2)
dbTable:
None (8) · 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_[*].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_INITIATED or AG2_AGENT_GRP_[*].CONSULT_INITIATED (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_[*].TRANSFER_INIT_AGENT (2) · AG2_BGS_SESSION_*.CUSTOMER_TERMINATED (2) · AG2_BGS_SESSION_*.FAILED (2) · AG2_BGS_SESSION_*.INITIATED (2) · AG2_BGS_SESSION_*.MESSAGES_RECEIVED (2) · AG2_BGS_SESSION_*.MESSAGES_SENT (2) · AG2_BGS_SESSION_*.SESSION_TIME (2) · AG2_CHAT_STATS_*.BOTS (2) · AG2_CHAT_STATS_*.SESSIONS (2) · AG2_CHAT_STATS_*.SESSIONS_WITH_BOT (2) · AG2_CHAT_STATS_*.SESSION_ONLY_WITH_BOT (2) · AG2_ID_*.ACCEPTED (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (8) · 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 Chat Bot > Initiated and Chat Bot > Rejected 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 as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated based on the Business Attribute > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. (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 Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2) · Calculated based on the value of the Chat Bot > Session Time metric. (2)
usedIn: (Click arrow to add another value)
cloud:
no (2) · yes (6)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
Other values:

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