Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Transfer Summary Report or Callback Summary Report or Predictive Routing Operational Report

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type:
None (2) · Disposition (8)
mediaType:
None (4) · All (8) · All (except Email) (2) · Chat (2) · Voice (2)
dataType:
None (6) · Number (8)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (8)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (6)
Other values:
dbTable:
None (8) · 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_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_CALLBACK_*.ACCEPTED_IMMEDIATE (2) · AG2_CALLBACK_*.ACCEPTED_SCHEDULED (2) · AG2_CALLBACK_*.ACCEPTED_WAIT_FOR_AGENT (2) · AG2_CALLBACK_[*].ABANDONED_WAITING_TIME (2) · AG2_CALLBACK_[*].ABANDONED_WAITING_TIME_MAX (2) · AG2_CALLBACK_[*].CALLBACK_ACCEPTED (2) · AG2_CALLBACK_[*].CALLBACK_ATTEMPTED (2) · AG2_CALLBACK_[*].CALLBACK_ATTEMPTS (2) · AG2_CALLBACK_[*].CALLBACK_CONNECTED (2) · AG2_CALLBACK_[*].CALLBACK_OFFERED (2) · AG2_CALLBACK_[*].CALLBACK_OFFER_TIME (2) · AG2_CALLBACK_[*].CALLBACK_OFFER_TIME_MAX (2) · AG2_CALLBACK_[*].CALLBACK_RETURNED (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT1 (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT2 (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT3 (2) · AG2_CALLBACK_[*].CONNECTED_ATTEMPT4 (2) · AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME (2) · AG2_CALLBACK_[*].CONN_WAITING_AGENT_TIME_MAX (2) · AG2_CALLBACK_[*].EWT_READY_TO_START_IXN (2) · AG2_CALLBACK_[*].EWT_READY_TO_START_IXN_MAX (2) · AG2_CALLBACK_[*].FORCE_DIALED (2) · AG2_CALLBACK_[*].POS_READY_TO_START_IXN (2) · AG2_CALLBACK_[*].POS_READY_TO_START_IXN_MAX (2) · AG2_CALLBACK_[*].SAVED_TIME (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2)
calculation:
None (6) · 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 Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. (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 > 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 Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent 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) · Refer to the Abandon Waiting For Agent and Accepted Callback metrics. (2) · Refer to the Accepted and Canceled callback metrics. (2) · Refer to the Callback > Callbacks and Callback > Offer Time metrics. (2) · Refer to the Callback > Customer Connected and Callback > Time To Wait For Agent metrics. (2) · Refer to the Callback > Saved Time and Callback > Successful metrics. (2) · Refer to the Callback > Successful and Callback > Accepted callback metrics. (2) · Refer to the Callback > Successful and Callback > Accepted metrics. (2) · Refer to the Callback > Time To Abandon Waiting For Agent and Callback > Abandon Waiting For Agent metrics. (2) · Refer to the Callback > Customer Connected and Accepted metrics. (2) · Refer to the Callback > Offered and Accepted metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (8)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
Other values:

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