Drilldown: GCXI Metric

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GCXI Metric > usedIn : Interaction Volume Business Attribute Email Report or Outbound Email Report or PR Performance Dashboard

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type:
None (2) · Disposition (4)
mediaType:
None (2) · All (4) · email (2)
dataType:
None (4) · Number (4)
folder:
Business Attribute > BA Customer (2) · iWD > Email (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · ??? (2) · @T_FINISHED_SERVICE_LEVEL_PCT (2) · T_ACCEPTED (2) · T_ACCEPTED_PCT (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 (6) · 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) · IWD_AGG_TASK_EMAIL.CMPL_QA_REVIEW_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) · "iWD\Email\Sent" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Sent" - "iWD\Email\Unsolicited" - "iWD\Email\Agent Reply" - "iWD\Email\Automated Reply" - "iWD\Email\Sent ACK" (2) · "iWD\Email\Unsolicited" - "iWD\Email\Unsolicited QA Review" (2) · Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review (2) · Calculated as iWD > Email > Sent QA Review / iWD > Email > Sent without ACK (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 > 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 Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error metrics. (2) · Sum("CMPL_QA_REVIEW_COUNT") (2) · Sum("NEW_TASK_COUNT") (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundAcknowledgement", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_QA_REVIEW_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Subtype"@"Interaction Subtype" = "OutboundNew", "CMPL_TASK_COUNT", 0)) (2) · Sum(IF("iWD\Agent\Interaction Type"@"Interaction Type" = "Outbound", "CMPL_TASK_COUNT", 0)) (2) · SumPendings("TOTAL_PENDING_TASK_COUNT") (2)
usedIn: (Click arrow to add another value)
cloud:
None (2) · yes (6)
premise:
None (2) · yes (6)
project:
None (6) · IWD (2)
notproject:
None (6)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgFinishResponseTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerFinished (2) · BusinessAttributeBACustomerFinishedResponse (2) · BusinessAttributeBACustomerMaxAcceptTimeAgent (2) · BusinessAttributeBACustomerPercentAccepted (2) · BusinessAttributeBACustomerPercentFinishedServiceLevel (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · BusinessAttributeBACustomerPercentTransferInitiatedAgent (2) · BusinessAttributeBACustomerTransferInitiatedAgent (2) · iWDEmailAgentReply (2) · iWDEmailAgentReplyQAReview (2) · iWDEmailAgentReplywithoutQAReview (2) · iWDEmailAutomatedReply (2) · iWDEmailNew (2) · iWDEmailOther (2) · iWDEmailPending (2) · iWDEmailPercentSentQAReview (2) · iWDEmailSent (2) · iWDEmailSentACK (2) · iWDEmailSentQAReview (2) · iWDEmailSentwithoutACK (2) · iWDEmailUnsolicited (2) · iWDEmailUnsolicitedQAReview (2) · iWDEmailUnsolicitedwithoutQAReview (2) · QueueQueuePredictiveRoutingPercentError (2)

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