Drilldown: GCXI Metric

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GCXI Metric > usedIn : Interaction Volume Business Result Report or Outbound Email Report or Pre-Agent Termination Report

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type:
None (2) · Disposition (2)
mediaType:
All (2) · Chat (2) · email (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
Business Attribute > BA Customer (2) · iWD > Email (2)
displaysInFolder:
None (4) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · T_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_DEFERRED (2) · T_ENTERED (2) · T_OFFERED (2) · T_TRANSFER_INIT_AGENT_PCT (2)
dbTable:
None (4) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (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 (BA Customer >) Entered and Short Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting and Entered metrics. (2) · Calculated based on the Business Attribute > Abandoned Waiting Time and Abandoned Waiting metrics. (2) · Calculated based on the Business Attribute > Transfer Initiated Agent and Accepted Agent 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 (4)
premise:
None (2) · yes (4)
project:
None (4) · IWD (2)
notproject:
None (4)
anchor:
BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBACustomerPercentTransferInitiatedAgent (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)

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