Drilldown: GCXI Metric

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GCXI Metric > usedIn : Intraday Process Report or Pre-Agent Termination Report or Predictive Routing - AHT & QUEUE

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type:
None (2) · Disposition (4)
mediaType:
None (2) · All (4) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (4)
folder:
Business Attribute > BA Customer (2) · iWD (2) · Queue (2) · Queue > Q Customer (2)
displaysInFolder:
None (6) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Contact Attempt (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · 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_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_ACCEPTED (2) · T_ASA (2) · T_DEFERRED (2) · T_ENGAGE_TIME_AVG (2) · T_ENTERED (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_OFFERED (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (6) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (2) · IWD_AGG_TASK_*.COMPLETED_OVERDUE (2) · IWD_AGG_TASK_*.COMPL_TASK_COUNT (2) · IWD_AGG_TASK_*.NEW_TASK_COUNT (2) · IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT (2) · IWD_AGG_TASK_*.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 iWD > Canceled Autocompleted / iWD > Finished (2) · Calculated as iWD > Completed Overdue / iWD > Completed (2) · Calculated as Completed + Canceled (2) · Calculated as Completed Overdue + Canceled Overdue (2) · Calculated as iWD > Finished / iWD > New (2) · Calculated as iWD > Finished Overdue / iWD > Finished (2) · Calculated as iWD > Finished Time / iWD > Finished. (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 > 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) · If "Finished Agent" metric is calculated: Accept Time / Finished Agent. Otherwise: Accept Time / Finished (2) · If "Finished Agent" metric is calculated: Accept To Complete Time / Finished Agent, otherwise: Accept To Complete Time / Finished (2) · If "Finished Agent" metric is calculated: Handle Time / Finished Agent, otherwise: Handle Time / Finished (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:
BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · iWDAvgAcceptTime (2) · iWDAvgAcceptToCompleteTime (2) · iWDAvgFinishTime (2) · iWDAvgHandleTime (2) · iWDCanceled (2) · iWDCanceledAutocompleted (2) · iWDCompleted (2) · iWDCompletedOverdue (2) · iWDFinished (2) · iWDFinishOverdue (2) · iWDNew (2) · iWDPending (2) · iWDPendingOverdue (2) · iWDPercentCanceledAutocompleted (2) · iWDPercentCompletedOverdue (2) · iWDPercentFinished (2) · iWDPercentFinishedOverdue (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2)

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