Drilldown: GCXI Metric

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GCXI Metric > usedIn : Bot Dashboard or Callback Summary Report or Transfer Dashboard

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type:
None (2) · Disposition (8)
mediaType:
None (8) · All (4) · All (except Email) (2) · Chat (2) · Voice (4)
dataType:
None (10) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Callback (2) · Chat (2) · Chat Bot (2)
displaysInFolder:
None (10) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (10)
displaysInFolder Premise:
None (10)
internalMetricID:
None (10) · A_CONFERENCE_INITIATED (2) · A_TRANSFER_INIT_AGENT (2) · CBD4_DIAL_IGNORING_AVAILABILITY (2) · CB_.CALLBACK_CONNECTED (2) · CB_ABANDONED_WAITING_TIME (2) · CB_ABANDONED_WAITING_TIME_AVG (2) · CB_ABANDONED_WAITING_TIME_MAX (2) · CB_ACCEPTED_IMMEDIATE (2) · CB_ACCEPTED_SCHEDULED (2) · CB_ACCEPTED_WAIT_FOR_AGENT (2) · CB_CALLBACK_ABANDONED_PCT (2) · CB_CALLBACK_ACCEPTED (2) · CB_CALLBACK_ATTEMPTED (2) · CB_CALLBACK_ATTEMPTS (2) · CB_CALLBACK_CANCELED_PCT (2) · CB_CALLBACK_CONNECTED_PCT (2) · CB_CALLBACK_DECLINED_PCT (2) · CB_CALLBACK_OFFERED (2) · CB_CALLBACK_OFFER_TIME (2) · CB_CALLBACK_OFFER_TIME_AVG (2) · CB_CALLBACK_OFFER_TIME_MAX (2) · CB_CALLBACK_SUCCESSFUL (2) · CB_CALLBACK_SUCCESSFUL_PCT (2) · CB_CALLBACK_UNSUCCESSFUL_PCT (2) · CB_CONNECTED_ATTEMPT1 (2) · CB_CONNECTED_ATTEMPT2 (2) · CB_CONNECTED_ATTEMPT3 (2) · CB_CONNECTED_ATTEMPT4 (2) · CB_CONN_WAITING_AGENT_TIME (2) · CB_CONN_WAITING_AGENT_TIME_AVG (2) · CB_CONN_WAITING_AGENT_TIME_MAX (2) · CB_EWT_READY_TO_START_IXN (2) · CB_EWT_READY_TO_START_IXN_MAX (2) · CB_POS_READY_TO_START_IXN (2) · CB_POS_READY_TO_START_IXN_MAX (2) · CB_SAVED_TIME (2) · CB_SAVED_TIME_AVG (2) · CB_SAVED_TIME_MAX (2)
dbTable:
None (10)
Other values:
calculation:
None (10) · 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 difference between the value of the Callback > Offered and Callback > Accepted metrics. (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session 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 value of the Chat Bot > Session Time metric. (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:
no (2) · yes (8)
premise:
yes (10)
project:
None (10)
notproject:
None (10)
anchor:
Other values:

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