Drilldown: GCXI Metric

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GCXI Metric > usedIn : Capture Point Task Duration Report or Predictive Routing - Model Efficiency or Predictive Routing AB Testing Report

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type:
None (4) · Disposition (2)
mediaType:
None (4) · All (2) · Voice (2)
dataType:
None (4) · Number (2)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · iWD (2)
displaysInFolder:
None (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2)
displaysInFolder Cloud:
None (2) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · ??? (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_OFFERED (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (4) · AG2_ID_*.ACCEPTED (2) · AG2_ID_FCR_*.ACCEPTED_FCR (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2)
calculation:
None (4) · Calculated as Completed + Canceled (2) · Calculated as iWD > Finished Time / iWD > Finished. (2) · Calculated as Pre Source System Time / Finished. (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 > Avg Accept Time Agent metric. (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 > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent 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 > Wrap Time and 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) · 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 (4)
premise:
None (2) · yes (4)
project:
None (4)
notproject:
None (4)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerFirstContactResolutionResult (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerTransferRate (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · iWDAvgAcceptTime (2) · iWDAvgFinishTime (2) · iWDAvgHandleTime (2) · iWDAvgPreSourceSystemTime (2) · iWDFinished (2) · iWDNew (2)

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