Drilldown: GCXI Metric

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GCXI Metric > usedIn : Campaign Summary Report or Capture Point Task Duration Report or Transfer Dashboard

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type:
None (2) · Disposition (6)
mediaType:
None (6) · All (2) · All (except Email) (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (6) · Number (6)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · iWD (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder:
None (6) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Agent Contact (2) · Outbound Contact > Contact Attempt (4)
displaysInFolder Cloud:
None (6) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (8)
internalMetricID:
None (6) · A_CONFERENCE_INITIATED (2) · A_TRANSFER_INIT_AGENT (2) · CA_ANSWERS (2) · CA_ANSW_MACHINE (2) · CA_ATTEMPTS (2) · CA_AVG_CPD_TIME_MS (2) · CA_AVG_CPD_TRANSFER_TIME_MS (2) · CA_BUSY (2) · CA_CPD_DIAL_TIME_AVG_MS (2) · CA_DIAL_DROPPED (2) · CA_FAXMODEM_DETECT (2) · CA_NO_ANSWER (2) · CA_OVERDIAL (2) · T_ABANDONED (2)
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_GRP_[*].TRANSFER_INIT_AGENT (2) · AG2_AGENT_[*].CONFERENCE_INITIATED or AG2_AGENT_GRP_[*].CONFERENCE_INITIATED (2) · AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) · AG2_CAMPAIGN_[*].ANSWERS (2) · AG2_CAMPAIGN_[*].ANSW_MACHINE (2) · AG2_CAMPAIGN_[*].ATTEMPTS (2) · AG2_CAMPAIGN_[*].BUSY (2) · AG2_CAMPAIGN_[*].DIAL_DROPPED (2) · AG2_CAMPAIGN_[*].FAXMODEM_DETECT (2) · AG2_CAMPAIGN_[*].NO_ANSWER (2) · AG2_CAMPAIGN_[*].OVERDIAL (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2)
calculation:
None (8) · Calculated as Completed + Canceled (2) · Calculated as iWD > Finished Time / iWD > Finished. (2) · Calculated as Pre Source System Time / Finished. (2) · 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 Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Contact Attempt > CPD Dial Time and Contact Attempt > CPD Dial metrics. (2) · Calculated based on the Contact Attempt > CPD Time and Contact Attempt > CPD metrics. (2) · Calculated based on the Contact Attempt > CPD Transfer Time and Contact Attempt > CPD Transfer 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) · If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) · If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (8)
premise:
None (2) · yes (8)
project:
None (8)
notproject:
None (8)
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) · BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2) · iWDAvgAcceptTime (2) · iWDAvgFinishTime (2) · iWDAvgHandleTime (2) · iWDAvgPreSourceSystemTime (2) · iWDFinished (2) · iWDNew (2) · OutboundContactAccepted (2) · OutboundContactContactAttemptAnsweringMachineDetected (2) · OutboundContactContactAttemptAttempts (2) · OutboundContactContactAttemptAvgCPDDialTime (2) · OutboundContactContactAttemptAvgCPDTime (2) · OutboundContactContactAttemptAvgCPDTransferTime (2) · OutboundContactContactAttemptBusyCampaign (2) · OutboundContactContactAttemptDialDropped (2) · OutboundContactContactAttemptFaxModemDetected (2) · OutboundContactContactAttemptNotAccepted (2) · OutboundContactContactAttemptOverdial (2)

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Retrieved from "https://all.docs.genesys.com/Special:Drilldown/GCXI_Metric (2024-07-25 19:55:38)"