Drilldown: GCXI Metric

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GCXI Metric > usedIn : Contact Center Report or Predictive Routing - Model Efficiency or Survey Statistics Report

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type:
None (4) · Disposition (4)
mediaType:
None (4) · All (4) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (4) · AG2_SDR_SURVEY_*.NO_MATCH_ERROR (2) · Number (4)
folder:
Agent > Activity (2) · Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Designer > Survey (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · @T_ACCEPT_SERVICE_LEVEL_PCT (2) · A_ACCEPTED (2) · T_ABANDONED_INVITE_PCT (2) · T_ABANDONED_INVITING (2) · T_ABANDONED_PCT (2) · T_ABANDONED_SHORT_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_TRANSFER_INIT_AGENT_PCT (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (4) · AG2_AGENT_GRP_[*].ACCEPTED (2) · AG2_AGENT_[*].ACCEPTED (2) · AG2_ID_*.ABANDONED_INVITE (2) · AG2_ID_*.ABANDONED_TIME (2) · AG2_ID_*.ACCEPTED (2) · AG2_SDR_SURVEY_*.NO_INPUT_ERROR (2)
calculation:
None (6) · Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (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 Business Attribute > Abandoned Inviting and Offered 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 > Accepted in Threshold 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 > 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 > 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 > First Response in Threshold and Entered with Objective 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 > Short Abandoned Waiting and Entered with Objective 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 value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentActivityAccepted (2) · BusinessAttributeBACustomerAbandonedInviting (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) · BusinessAttributeBACustomerPercentAbandonedInviting (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerPercentAccepted (2) · BusinessAttributeBACustomerPercentAcceptServiceLevel (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerPercentShortAbandonedWaiting (2) · BusinessAttributeBACustomerPercentTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferRate (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · DesignerNoInputError (2) · DesignerNoMatchError (2) · DesignerNotAccepted (2) · DesignerPercentAccepted (2)

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