Drilldown: GCXI Metric

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GCXI Metric > usedIn : Customer Segment Service Level Report or Predicitive Routing Queue Statistics Report or Predictive Routing Agent Occupancy Report (Active Time and Predictive)

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type:
None (2) · Disposition (4) · Interval (2)
mediaType:
None (4) · All (4)
dataType:
None (4) · Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State > Interaction Predictive Routing (2) · iWD (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · 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 (6) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · A_OFFERED (2) · Q_OFFERED (2)
dbTable:
None (6) · AG2_AGENT_GRP_[*].OFFERED (2) · AG2_AGENT_[*].OFFERED (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_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) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (6)
premise:
None (2) · no (2) · yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentActivityOffered (2) · AgentStateandReasonInteractionPredictiveRoutingAvgAgentScore (2) · iWDCanceled (2) · iWDCanceledAutocompleted (2) · iWDCompleted (2) · iWDFinished (2) · iWDNew (2) · iWDPercentCanceledAutocompleted (2) · iWDPercentFinished (2) · QueueCustomerOffered (2)

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