Drilldown: GCXI Metric

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GCXI Metric > usedIn : Customer Perspective Report or Interaction Traffic Group Report or Predictive Routing - AHT & QUEUE

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type:
Disposition (4)
mediaType:
All (4) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
Number (4)
folder:
Business Attribute > BA Customer (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (4) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · @T_ACCEPT_SERVICE_LEVEL_PCT (2) · @T_FINISHED_SERVICE_LEVEL_PCT (2) · Q_ABANDONED (2) · Q_ABANDONED_SHORT (2) · Q_ABANDONED_TIME_AVG (2) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_DISTRIBUTED_ (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · T_ACCEPTED (2) · T_ACCEPT_TIME_AGENT_AVG (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_ENTERED (2) · T_FINISH_RESPONSE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_RESPONSE_RATIO (2) · T_REVENUE_AVG (2) · T_SATISFACTION_AVG (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (4) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.ENTERED (2) · AG2_QUEUE_GRP_[*].ABANDONED (2) · AG2_QUEUE_GRP_[*].ABANDONED_SHORT (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_GRP_[*].DISTRIBUTED_ (2) · AG2_QUEUE_[*].ABANDONED (2) · AG2_QUEUE_[*].ABANDONED_SHORT (2) · AG2_QUEUE_[*].ACCEPTED (2) · AG2_QUEUE_[*].DISTRIBUTED_ (2)
calculation:
None (4) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated based on the (BA Customer >) Responses and Responded metrics. (2) · Calculated based on the Business Attribute > Accept Time Agent and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Accepted in Threshold and Offered metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Finish Response Time and Finished Response metrics. (2) · Calculated based on the Business Attribute > Finished in Threshold and Finished 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 > Responded and Finish Time and Business Attribute > First Response Time metrics. (2) · Calculated based on the Business Attribute > Revenue and Entered with Revenue metrics. (2) · Calculated based on the Business Attribute > Satisfaction and Entered with Satisfaction metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap 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 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 > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAcceptTimeAgent (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgFinishResponseTime (2) · BusinessAttributeBACustomerAvgFirstResponseTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgRevenue (2) · BusinessAttributeBACustomerAvgSatisfaction (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerPercentAcceptServiceLevel (2) · BusinessAttributeBACustomerPercentFinishedServiceLevel (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerResponseRatio (2) · QueueAbandonedWaiting (2) · QueueAccepted (2) · QueueAvgAbandonedWaitingTime (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerDistributed (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2) · QueueShortAbandonedWaiting (2)

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