Drilldown: GCXI Metric

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GCXI Metric > usedIn : Campaign Summary Report or Chat Termination Report or Predictive Routing Operational Report

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type:
None (4) · Disposition (6)
mediaType:
None (4) · All (4) · Chat (4) · Open (sync) (2) · Voice (4)
dataType:
None (4) · Number (6)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Chat (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (8) · Outbound Contact > Contact Attempt (4)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (4) · ??? (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) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_OFFERED (2)
dbTable:
None (8) · 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_CHAT_STATS_*.CUSTOMER_TERMINATED (2) · AG2_CHAT_STATS_*.SESSIONS (2) · AG2_CHAT_STATS_*.SESSIONS_AGENT_TERMINATED (2) · AG2_CHAT_STATS_*.SESSIONS_INACTIVE (2) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ACCEPTED (2)
calculation:
None (6) · Calculated as ([Media Session] - [Customer Terminated]) - [Agent Terminated]) - [Session Inactive]) (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 as the value of the Chat > Session Time metric divided by the value of the Chat > Media Sessions metric. (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 Chat > Customer Terminated and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session Inactive and Chat > Media Session metrics. (2) · Calculated based on the Chat > Terminated and Chat > Media Session 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 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)
usedIn: (Click arrow to add another value)
cloud:
yes (8)
premise:
yes (8)
project:
None (8)
notproject:
None (8)
anchor:
BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · ChatAgentTerminated (2) · ChatAvgSessionTime (2) · ChatCustomerTerminated (2) · ChatMediaSession (2) · ChatPercentAgentTerminated (2) · ChatPercentCustomerTerminated (2) · ChatPercentSessionInactive (2) · ChatSessionInactive (2) · ChatTerminatedDuetoOtherReasons (2) · OutboundContactAccepted (2) · OutboundContactContactAttemptAnsweringMachineDetected (2) · OutboundContactContactAttemptAttempts (2) · OutboundContactContactAttemptAvgCPDDialTime (2) · OutboundContactContactAttemptAvgCPDTime (2) · OutboundContactContactAttemptAvgCPDTransferTime (2) · OutboundContactContactAttemptBusyCampaign (2) · OutboundContactContactAttemptDialDropped (2) · OutboundContactContactAttemptFaxModemDetected (2) · OutboundContactContactAttemptNotAccepted (2) · OutboundContactContactAttemptOverdial (2) · QueueQueuePredictiveRoutingPercentError (2)

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