Drilldown: GCXI Metric

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GCXI Metric > usedIn : Campaign Summary Report or Model Efficiency or Queue Report

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type:
Disposition (6)
mediaType:
All (4) · Chat (4) · Open (sync) (4) · Voice (6)
dataType:
Number (6)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Outbound Contact (2) · Outbound Contact > Contact Attempt (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · Outbound Contact > Contact Attempt (4) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
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) · Q_ABANDONED_INVITE_PCT (2) · Q_ABANDONED_PCT (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ABANDONED_TIME_MAX (2) · Q_ACCEPTED (2) · Q_ACCEPTED_PCT (2) · Q_ACCEPTED_THR (2) · Q_ASA (2) · Q_CLEARED_TIME_AVG (2) · Q_CLEARED_TIME_MAX (2) · Q_DISTRIBUTED_PCT (2) · Q_DISTRIBUTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_ENTERED (2) · Q_HANDLE_TIME_AVG (2) · Q_HOLD_TIME_AVG (2) · Q_INVITE_TIME_AVG (2) · Q_OFFERED (2) · Q_REDIRECTED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · Q_WRAP_TIME_AVG (2) · T_ABANDONED (2) · T_ACCEPTED (2)
dbTable:
None (6) · 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_*.ACCEPTED (2) · AG2_QUEUE_GRP_[*].ABANDONED_SHORT (2) · AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED_THR (2) · AG2_QUEUE_GRP_[*].CLEARED_TIME_MAX (2) · AG2_QUEUE_GRP_[*].ENTERED (2) · AG2_QUEUE_GRP_[*].REDIRECTED (2) · AG2_QUEUE_[*].ABANDONED_SHORT (2) · AG2_QUEUE_[*].ABANDONED_TIME_MAX (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED_THR (2) · AG2_QUEUE_[*].CLEARED_TIME_MAX (2) · AG2_QUEUE_[*].ENTERED (2) · AG2_QUEUE_[*].REDIRECTED (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (2)
calculation:
None (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (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 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 > Abandoned Inviting and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) · Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) · Calculated based on the Queue > Invite Time and Queue > Invite metrics. (2) · Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) · Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) · Calculated based on the Queue > Q Customer > Distributed and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted metrics (2) · Calculated based on the Queue > Wrap Time and Queue > Wrap 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 (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · BusinessAttributeBAPredictiveRoutingTurnaroundTime (2) · OutboundContactAccepted (2) · OutboundContactContactAttemptAnsweringMachineDetected (2) · OutboundContactContactAttemptAttempts (2) · OutboundContactContactAttemptAvgCPDDialTime (2) · OutboundContactContactAttemptAvgCPDTime (2) · OutboundContactContactAttemptAvgCPDTransferTime (2) · OutboundContactContactAttemptBusyCampaign (2) · OutboundContactContactAttemptDialDropped (2) · OutboundContactContactAttemptFaxModemDetected (2) · OutboundContactContactAttemptNotAccepted (2) · OutboundContactContactAttemptOverdial (2) · QueueAccepted (2) · QueueAcceptedinThreshold (2) · QueueASAFmt (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgHoldTime (2) · QueueAvgInviteTime (2) · QueueAvgWrapTime (2) · QueueCustomerAvgClearTime (2) · QueueCustomerAvgDistributeTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerMaxClearTimeFmt (2) · QueueCustomerOffered (2) · QueueCustomerPercentDistributed (2) · QueueCustomerRedirected (2) · QueueEntered (2) · QueueMaxAbandonedWaitingTimeFmt (2) · QueuePercentAbandonedInviting (2) · QueuePercentAbandonedWaiting (2) · QueuePercentAccepted (2) · QueuePercentAcceptServiceLevel (2) · QueuePercentTransferInitiated (2) · QueueShortAbandonedWaiting (2)

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