Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Wrap Report or Pre-Agent Termination Report or Transfer Dashboard

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type:
Disposition (4) · Interval (2)
mediaType:
None (4) · All (4) · All (except Email) (2) · Chat (4) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Business Attribute > BA Customer (2)
displaysInFolder:
None (4) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · A_CONFERENCE_INITIATED (2) · A_TRANSFER_INIT_AGENT (2) · IA_ACTIVE_TIME (2) · IA_NOT_READY_TIME (2) · IA_WRAP_IN (2) · IA_WRAP_IN_TIME (2) · IA_WRAP_OUT (2) · IA_WRAP_OUT_TIME (2) · IA_WRAP_OUT_TIME_PCT (2) · IA_WRAP_TIME_PCT (2) · T_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_DEFERRED (2) · T_ENTERED (2) · T_OFFERED (2)
dbTable:
None (4) · 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_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · AG2_I_AGENT_[*].WRAP_IN (2) · AG2_I_AGENT_[*].WRAP_IN_TIME (2) · AG2_I_AGENT_[*].WRAP_OUT (2) · AG2_I_AGENT_[*].WRAP_OUT_TIME (2) · AG2_I_SESS_STATE_[*].ACTIVE_TIME (2) · AG2_I_SESS_STATE_[*].NOT_READY_TIME (2)
calculation:
None (4) · 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 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 Conference Accepted Time and Conference Received Accepted 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 Time and Transfer Initiated Agent metrics. (2) · Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2) · Calculted based on the Wrap In Time Interaction State and the Wrap Time Summarized State metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAvgConferenceAcceptedHandleTime (2) · AgentActivityAvgTransferAcceptedHandleTime (2) · AgentActivityAvgTransferInitiatedHandleTime (2) · AgentActivityConferenceInitiated (2) · AgentActivityConferenceOffered (2) · AgentActivityConsultOffered (2) · AgentActivityTransferAcceptedCold (2) · AgentActivityTransferAcceptedWarm (2) · AgentActivityTransferInitiatedAgent (2) · AgentActivityTransferInitiatedAgentCold (2) · AgentActivityTransferInitiatedAgentWarm (2) · AgentActivityTransferOffered (2) · AgentStateandReasonInteractionStatePercentWrapInTime (2) · AgentStateandReasonInteractionStatePercentWrapOutTime (2) · AgentStateandReasonInteractionStateWrapIn (2) · AgentStateandReasonInteractionStateWrapInTime (2) · AgentStateandReasonInteractionStateWrapOut (2) · AgentStateandReasonInteractionStateWrapOutTIme (2) · AgentStateandReasonSummarizedStateActiveTime (2) · AgentStateandReasonSummarizedStateNotReadyTime (2) · AgentStateandReasonSummarizedStatePercentWrapTIme (2) · AgentStateandReasonSummarizedStateWrapTime (2) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2)

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