Drilldown: GCXI Metric

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GCXI Metric > usedIn : Daily Transfer Summary Report or Interaction Volume Business Attribute Email Report or Predictive Routing - Model Efficiency

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type:
None (2) · Disposition (2)
mediaType:
None (2) · All (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2)
displaysInFolder:
None (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
None (2) · @T_FINISHED_SERVICE_LEVEL_PCT (2) · T_ACCEPTED (2) · T_ACCEPTED_PCT (2) · T_ACCEPTED_TIME_AVG (2) · T_ACCEPT_TIME_AGENT_MAX (2) · T_ASA (2) · T_ENTERED (2) · T_FINISHED (2) · T_FINISHED_RESPONSE (2) · T_FINISH_RESPONSE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_TRANSFER_INIT_AGENT_PCT (2)
dbTable:
None (2) · AG2_ID_*. XFER_ACCEPTED (2) · AG2_ID_*. XFER_ACCEPTED_WARM (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.ACCEPT_TIME_AGENT_MAX (2) · AG2_ID_*.ENTERED (2) · AG2_ID_*.FINISHED (2) · AG2_ID_*.FINISHED_RESPONSE (2) · AG2_ID_*.TRANSFER_INIT_AGENT (2) · AG2_ID_*.XFER_ INIT_AGENT_WARM (2)
calculation:
None (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm 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 > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > Accepted and Offered 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 > 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 > Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (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)
usedIn: (Click arrow to add another value)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
BusinessAttributeBAConsultsAvgTransferAcceptedHandleTime (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgFinishResponseTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerFinished (2) · BusinessAttributeBACustomerFinishedResponse (2) · BusinessAttributeBACustomerMaxAcceptTimeAgent (2) · BusinessAttributeBACustomerPercentAccepted (2) · BusinessAttributeBACustomerPercentFinishedServiceLevel (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerPercentTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferAccepted (2) · BusinessAttributeBACustomerTransferAcceptedCold (2) · BusinessAttributeBACustomerTransferAcceptedWarm (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedCold (2) · BusinessAttributeBACustomerTransferInitiatedWarm (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2)

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