Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Report or Customer Segment Service Level Report or Transfer Dashboard

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type:
None (2) · Disposition (4) · Dispostion (2)
mediaType:
None (6) · All (2) · All (except Chat) (2) · All (except Email) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (6) · Number (4)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · iWD (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (6) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (6)
internalMetricID:
None (6) · A_ABANDONED_INVITING (2) · A_ACCEPTED (2) · A_AGENT_DISCONNECT_FIRST (2) · A_CONFERENCE_INITIATED (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)
dbTable:
None (6) · AG2_AGENT_*.CONFERENCE_ RECEIVED (2) · AG2_AGENT_*.XFER_ RECEIVED (2) · AG2_AGENT_*.XFER_ACCEPTED_WARM (2) · AG2_AGENT_*.XFER_INITIATED_WARM (2) · AG2_AGENT_CAMPAIGN_*.CONSULT_RECEIVED_ACCEPTED + AG2_AGENT_*.CONSULT_RECEIVED_ACCEPTED + AG2_I_*.CONSULT_RECEIVED_ACCEPTED (2) · 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_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (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_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2)
calculation:
None (6) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as Completed + Canceled (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 > Finished / iWD > New (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm 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 Conference Accepted Time and Conference Received Accepted 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 Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (6)
premise:
None (2) · no (2) · yes (6)
project:
None (6)
notproject:
None (6)
anchor:
Other values:

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