Drilldown: GCXI Metric

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GCXI Metric > usedIn : Campaign Summary Report or Contact Center Dashboard or Predictive Routing - Model Efficiency

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type:
None (2) · Disposition (4)
mediaType:
None (2) · All (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
None (2) · Number (4)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder:
None (4) · Outbound Contact > Contact Attempt (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (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_ABANDONED_PCT (2) · T_ABANDONED_TIME (2) · T_ABANDONED_TIME_AVG (2) · T_ACCEPTED (2) · T_ACCEPTED_PCT (2) · T_ACCEPTED_TIME_AVG (2) · T_ACCEPT_TIME_AGENT_AVG (2) · T_ENGAGE_TIME_AVG (2) · T_FINISH_NO_RESPONSE_TIME_AVG (2) · T_FINISH_RESPONSE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_INVITE_TIME_AVG (2) · T_OFFERED (2) · T_TRANSFER_INIT_AGENT_PCT (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (4) · 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_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME (2) · AG2_ID_*.ACCEPTED (2)
calculation:
None (4) · 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 > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > Accepted and Offered 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 Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Finish No Response Time and Finished No Response metrics. (2) · Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) · Calculated based on the Business Attribute > Invite Time and Invite metrics. (2) · Calculated based on the Business Attribute > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap 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 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 (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAbandonedWaiting_Time (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgAcceptTimeAgent (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgFinishNoResponseTime (2) · BusinessAttributeBACustomerAvgFinishResponseTime (2) · BusinessAttributeBACustomerAvgFirstResponseTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgInviteTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerPercentAccepted (2) · BusinessAttributeBACustomerPercentTransferInitiatedAgent (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (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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