Drilldown: GCXI Metric

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GCXI Metric > usedIn : Customer Segment Service Level Report or Inbound Intraday Email Process Report or Predictive Routing Agent Occupancy Report (Active Time and Predictive)

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type:
None (2) · Disposition (2) · Interval (2)
mediaType:
None (4) · All (2) · email (2)
dataType:
None (4) · Number (2)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · iWD (2) · iWD > Email (2)
displaysInFolder:
None (4) · Agent > State and Reason > Interaction State (2) · Designer > Survey (2) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (4) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · A_OFFERED (2)
dbTable:
None (4) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_[*].OFFERED (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.CMPL_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.NEW_TASK_COUNT (2) · IWD_AGG_TASK_EMAIL.TOTAL_PENDING_TASK_COUNT (2)
calculation:
None (4) · Calculated as iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as Completed + Canceled (2) · Calculated as iWD > Finished / iWD > New (2) · Calculated based on the Agent Score (gpmAgentScore), divided by the total number of interactions where Predictive Routing was active. (2) · Sum("CMPL_TASK_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (4)
premise:
None (2) · no (2) · yes (4)
project:
None (4) · IWD (2)
notproject:
None (4)
anchor:
AgentActivityOffered (2) · AgentStateandReasonInteractionPredictiveRoutingAvgAgentScore (2) · iWDCanceled (2) · iWDCanceledAutocompleted (2) · iWDCompleted (2) · iWDEmailCompleted (2) · iWDEmailNew (2) · iWDEmailPending (2) · iWDFinished (2) · iWDNew (2) · iWDPercentCanceledAutocompleted (2) · iWDPercentFinished (2)

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