Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Summary Activity Report (Interaction) or Model Efficiency or Pre-Agent Termination Report

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type:
Disposition (4) · Interval (2)
mediaType:
All (4) · All (except Chat) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · ??? (2) · A_CONSULT_RECEIVED_TIME (2) · A_ENGAGE_TIME (2) · A_HOLD_TIME (2) · A_INVITE_TIME (2) · IA_BUSY_TIME_IXN (2) · IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_ENGAGE_TIME_PCT (2) · IA_HOLD_TIME_PCT (2) · IA_INVITE_TIME_PCT (2) · IA_WRAP_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2) · T_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_ACCEPTED (2) · T_DEFERRED (2) · T_ENTERED (2) · T_OFFERED (2)
dbTable:
None (4) · AG2_AGENT_GRP_[*].HOLD_TIME (2) · AG2_AGENT_GRP_[*].INVITE_TIME (2) · AG2_AGENT_[*].ENGAGE_TIME or AG2_AGENT_GRP_[*].ENGAGE_TIME (2) · AG2_AGENT_[*].HOLD_TIME (2) · AG2_AGENT_[*].INVITE_TIME (2) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (2) · AG2_I_AGENT_[*].WRAP_TIME (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (2)
calculation:
None (4) · 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 based on the (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Engage Time and Summarized State > Active Time metrics. (2) · Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. (2) · Calculated based on the Invite Time Interaction State and Active Time Summarized State metrics. (2) · Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. (2) · Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State 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)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityConsultReceivedTime (2) · AgentActivityEngageTime (2) · AgentActivityHoldTime (2) · AgentActivityInviteTime (2) · AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStateIxnWrapTime (2) · AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentEngageTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentInviteTIme (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · BusinessAttributeBAPredictiveRoutingTurnaroundTime (2)

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