Drilldown: GCXI Metric

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GCXI Metric > usedIn : Intraday Process Report or Pre-Agent Termination Report or Predictive Routing - Model Efficiency

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type:
None (4) · Disposition (2)
mediaType:
None (4) · All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (4) · Number (2)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · iWD (2)
displaysInFolder:
None (4) · iWD > Capture (2) · iWD > Classification (2) · iWD > Email (2) · iWD > Queue (2) · Outbound Contact > Contact Attempt (2)
displaysInFolder Cloud:
None (4) · "none" (2) · iWD > Email (2)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4) · T_ABANDONED (2) · T_ABANDONED_PCT (2) · T_ABANDONED_TIME_AVG (2) · T_ABANDONED_TIME_MAX (2) · T_ACCEPTED (2) · T_ACCEPTED_TIME_AVG (2) · T_DEFERRED (2) · T_ENTERED (2) · T_OFFERED (2)
dbTable:
None (4) · AG2_ID_*.ABANDONED (2) · AG2_ID_*.ABANDONED_TIME_MAX (2) · AG2_ID_*.ACCEPTED (2) · AG2_ID_*.DEFERRED (2) · AG2_ID_*.ENTERED (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 (4) · 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 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 (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 > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (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) · 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 (4)
premise:
None (2) · no (2) · yes (4)
project:
None (4)
notproject:
None (4)
anchor:
BusinessAttributeBACustomerAbandonedWaiting (2) · BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerDeferred (2) · BusinessAttributeBACustomerEntered (2) · BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBACustomerPercentAbandonedWaiting (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (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)

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