Drilldown: GCXI Metric
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GCXI Metric > usedIn
:
Model Efficiency
or
Predictive Routing - AHT & QUEUE
or
Task Routing Agent Activity ![](/extensions/Cargo/drilldown/resources/filter-x.png)
![](/extensions/Cargo/drilldown/resources/filter-x.png)
![](/extensions/Cargo/drilldown/resources/filter-x.png)
![](/extensions/Cargo/drilldown/resources/filter-x.png)
![](/extensions/Cargo/drilldown/resources/filter-x.png)
Use the filters below to narrow your results.
None (4) ·
??? (2) ·
A_ACCEPTED (2) ·
A_ENGAGE_TIME_AVG (2) ·
A_HANDLE_TIME_AVG (2) ·
A_HOLD_TIME_AVG (2) ·
A_OFFERED (2) ·
A_REJECTED (2) ·
A_REVENUE_AVG (2) ·
A_SATISFACTION_AVG (2) ·
A_TRANSFER_INIT_AGENT (2) ·
A_TRANSFER_INIT_AGENT_PCT (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_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)
None (6) ·
AG2_AGENT_GRP_[*].ACCEPTED (2) ·
AG2_AGENT_GRP_[*].OFFERED (2) ·
AG2_AGENT_GRP_[*].REJECTED (2) ·
AG2_AGENT_GRP_[*].TRANSFER_INIT_AGENT (2) ·
AG2_AGENT_[*].ACCEPTED (2) ·
AG2_AGENT_[*].OFFERED (2) ·
AG2_AGENT_[*].REJECTED (2) ·
AG2_AGENT_[*].TRANSFER_INIT_AGENT (2) ·
AG2_ID_*.ACCEPTED (2) ·
AG2_QUEUE_GRP_[*].ACCEPTED (2) ·
AG2_QUEUE_[*].ACCEPTED (2) ·
Calculated based on the Wrap Time and Wrap Activity metrics. (2) ·
IF_IRF_GPM_FACT_GI2.WAIT_TIME (2)
None (6) ·
Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) ·
Calculated as Engage Time divided by Accepted Agent metrics. (2) ·
Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (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 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 Hold and Hold Time Activity 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) ·
Calculated based on the Revenue and Offered with Revenue Activity metrics. (2) ·
Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. (2) ·
Calculated based on the Transfer Initiated and Accepted Activity 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)
AgentActivityAccepted (2) ·
AgentActivityAvgEngageTime (2) ·
AgentActivityAvgHandleTime (2) ·
AgentActivityAvgHoldTime (2) ·
AgentActivityAvgRevenue (2) ·
AgentActivityAvgSatisfaction (2) ·
AgentActivityAvgWrapTime (2) ·
AgentActivityOffered (2) ·
AgentActivityPercentTransferInitiated (2) ·
AgentActivityRejected (2) ·
AgentActivityTransferInitiatedAgent (2) ·
BusinessAttributeBACustomerAccepted (2) ·
BusinessAttributeBACustomerASA (2) ·
BusinessAttributeBACustomerAvgEngageTime (2) ·
BusinessAttributeBACustomerAvgHandleTime (2) ·
BusinessAttributeBACustomerAvgHoldTime (2) ·
BusinessAttributeBACustomerAvgWrapTime (2) ·
BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) ·
BusinessAttributeBAPredictiveRoutingPercentError (2) ·
BusinessAttributeBAPredictiveRoutingTurnaroundTime (2) ·
QueueAccepted (2) ·
QueueAvgAcceptTime (2) ·
QueueCustomerAvgEngageTime (2) ·
QueueCustomerAvgHandleTime (2) ·
QueueCustomerOffered (2) ·
QueuePercentAcceptServiceLevel (2)
Showing below up to 6 results in range #1 to #6.
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