Drilldown: GCXI Metric

Choose a table:

GCXI Metric > usedIn

: Callback Summary Report

or Predictive Routing Operational Report

or Survey Statistics Report

Use the filters below to narrow your results.

None (4) · Disposition (8)

None (4) · All (8) · Chat (2) · Voice (2)

None (6) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (8)

Agent > Activity (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Callback (2) · Designer > Survey (2) · Queue > Queue Predictive Routing (2)

None (8) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2)

None (10)

None (6)

Other values:

None (8) · 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 Designer > Offered and Designer > 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 Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error 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) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) 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)

yes (10)

None (10)

Other values:

Showing below up to 10 results in range #1 to #10.

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D

D cont.

Draft:PEC-REP/Library/GCXIPRGLibrary/QueueMetrics

P

P cont.

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