Drilldown: GCXI Metric

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GCXI Metric > usedIn : Inbound Intraday Email Process Report or Predictive Routing - AHT & QUEUE or Predictive Routing Detail Report

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type:
None (2) · Detail (2) · Disposition (4)
mediaType:
All (6) · email (2) · Voice (2)
dataType:
None (2) · Number (6)
folder:
Business Attribute > BA Customer (2) · Detail > Handling Attempt > Handling Predictive Routing (2) · iWD > Email (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (8) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (8)
displaysInFolder Premise:
None (8)
internalMetricID:
None (4) · Q_ACCEPTED (2) · Q_ACCEPTED_TIME_AVG (2) · Q_ENGAGE_TIME_AVG (2) · Q_HANDLE_TIME_AVG (2) · Q_OFFERED (2) · Q_SERVICE_LEVEL_ACC_PCT (2) · T_ACCEPTED (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (6) · AG2_ID_*.ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (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 (6) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (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 > 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 > Wrap Time and Wrap 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) · 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 (8)
premise:
None (2) · yes (8)
project:
None (8) · IWD (2)
notproject:
None (8)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaiting (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaitingTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentRank (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerAlertTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerDialTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerEngageTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHandleTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHoldTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerWrapTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingGlobalScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingInteractionDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingMaxScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMedianScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMessage (2) · DetailHandlingAttemptHandlingPredictiveRoutingMinScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingQueueTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingResponseTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingSatisfactionTurnaroundTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingTargetSize (2) · DetailHandlingAttemptHandlingPredictiveRoutingTotalDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingTransferInitiatedAgent (2) · iWDEmailCompleted (2) · iWDEmailNew (2) · iWDEmailPending (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2)

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