Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Utilization Report or Pre-Agent Termination Report or Predictive Routing Operational Report

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type:
None (2) · Disposition (6) · Dispostion (2) · Interval (2)
mediaType:
None (4) · All (6) · All (except Chat) (2) · All (except Email) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (6)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (6) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · ??? (2) · A_ACCEPTED (2) · A_CONFERENCE_INITIATED (2) · A_CONFERENCE_RECEIVED_ACCEPTED (2) · A_CONSULT_INITIATED (2) · A_CONSULT_INITIATED_TIME_AVG (2) · A_CONSULT_RCV_ACC_WARM (2) · A_CONSULT_RCV_WARM_TIME_AVG (2) · A_CONSULT_RCV_WARM_WRAP_TIME_AVG (2) · A_CONSULT_RECEIVED_ACCEPTED (2) · A_CONSULT_RECEIVED_TIME_AVG (2) · A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · A_CONSULT_RESPONSES (2) · A_ENGAGE_TIME_AVG (2) · A_HANDLE_TIME_AVG (2) · A_HOLD (2) · A_HOLD_TIME_AVG (2) · A_NOTACCEPTED (2) · A_OFFERED (2) · A_RESPONSES (2) · A_TRANSFER_INIT_AGENT (2) · A_TRANSFER_INIT_AGENT_PCT (2) · GPRActive (2) · T_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_DEFERRED (2) · T_ENTERED (2) · T_OFFERED (2)
dbTable:
None (6) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_GRP_[*].NOTACCEPTED (2) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_GRP_[*].RESPONSES (2) · AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_AGENT_[*].CONFERENCE_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONFERENCE_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].CONSULT_INITIATED or AG2_AGENT_GRP_[*].CONSULT_INITIATED (2) · AG2_AGENT_[*].CONSULT_RCV_ACC_WARM or AG2_AGENT_GRP_[*].CONSULT_RCV_ACC_WARM (2) · AG2_AGENT_[*].CONSULT_RECEIVED_ACCEPTED or AG2_AGENT_GRP_[*].CONSULT_RECEIVED_ACCEPTED (2) · AG2_AGENT_[*].CONSULT_RESPONSES or AG2_AGENT_GRP_[*].CONSULT_RESPONSES (2) · AG2_AGENT_[*].HOLD or AG2_AGENT_GRP_[*].HOLD (2) · AG2_AGENT_[*].NOTACCEPTED (2) · AG2_AGENT_[*].OFFERED (2) · AG2_AGENT_[*].RESPONSES (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (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_*.GPM_ACTIVE (2) · Calculated based on the Wrap Time and Wrap Activity metrics. (2)
calculation:
None (4) · 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 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 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 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 Hold and Hold Time Activity metrics. (2) · Calculated based on the Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error 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)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentActivityAccepted (2) · AgentActivityAvgConsultInitiatedTime (2) · AgentActivityAvgConsultReceivedTime (2) · AgentActivityAvgConsultReceivedTimeWarmTime (2) · AgentActivityAvgConsultReceivedWarmWrapTime (2) · AgentActivityAvgConsultReceivedWrapTime (2) · AgentActivityAvgEngageTime (2) · AgentActivityAvgHandleTime (2) · AgentActivityAvgHoldTime (2) · AgentActivityAvgWrapTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceReceivedAccepted (2) · AgentActivityConsultInitiated (2) · AgentActivityConsultReceivedAccepted (2) · AgentActivityConsultReceivedAcceptedWarm (2) · AgentActivityConsultResponses (2) · AgentActivityHold (2) · AgentActivityNotAccepted (2) · AgentActivityOffered (2) · AgentActivityPercentTransferInitiated (2) · AgentActivityResponses (2) · AgentActivityTransferInitiatedAgent (2) · AgentStateandReasonInteractionPredictiveRoutingActive (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · QueueQueuePredictiveRoutingPercentError (2)

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