Drilldown: GCXI Metric

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GCXI Metric > usedIn : Outbound Email Report or Predictive Routing Detail Report

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type:
None (2) · Detail (2)
mediaType:
All (2) · email (2)
dataType:
None (2) · Number (2)
folder:
Detail > Handling Attempt > Handling Predictive Routing (2) · iWD > Email (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (4)
dbTable:
None (4) · IF_IRF_GPM_FACT_GI2.ABANDONED (2) · IF_IRF_GPM_FACT_GI2.ABANDONED_TIME (2) · IF_IRF_GPM_FACT_GI2.AGENT_RANK (2) · IF_IRF_GPM_FACT_GI2.AGENT_SCORE (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_DIAL_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_RING_DURATION (2) · IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK_DURATION (2) · IF_IRF_GPM_FACT_GI2.GLOBAL_SCORE (2) · IF_IRF_GPM_FACT_GI2.MAX_SCORE (2) · IF_IRF_GPM_FACT_GI2.MEDIAN_SCORE (2) · IF_IRF_GPM_FACT_GI2.MESSAGE (2) · IF_IRF_GPM_FACT_GI2.MIN_SCORE (2) · IF_IRF_GPM_FACT_GI2.QUEUE_DURATION (2) · IF_IRF_GPM_FACT_GI2.TARGET_SIZE (2) · IF_IRF_GPM_FACT_GI2.TRANSFER_INIT_AGENT (2) · IF_IRF_GPM_FACT_GI2.WAIT_TIME (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 as the difference between IF_IRF_GPM_FACT_GI2.IF_END_TS and IF_IRF_GPM_FACT_GI2.IF_START_TS. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.CUSTOMER_TALK DURATION, IF_IRF_GPM_FACT_GI2.CUSTOMER_HOLD DURATION, and IF_IRF_GPM_FACT_GI2.CUSTOMER_ACW_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.MEDIATION DURATION plus TALK_DURATION, HOLD_DURATION and AFTER_CALL_WORK_DURATION. (2) · Calculated as the sum of IF_IRF_GPM_FACT_GI2.PREVIOUS_MEDIATION_DURATION, plus MEDIATION DURATION and RING_DURATION. (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:
DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaiting (2) · DetailHandlingAttemptHandlingPredictiveRoutingAbandonedWaitingTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentRank (2) · DetailHandlingAttemptHandlingPredictiveRoutingAgentScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerAlertTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerDialTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerEngageTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHandleTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerHoldTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingCustomerWrapTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingGlobalScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingInteractionDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingMaxScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMedianScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingMessage (2) · DetailHandlingAttemptHandlingPredictiveRoutingMinScore (2) · DetailHandlingAttemptHandlingPredictiveRoutingQueueTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingResponseTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingSatisfactionTurnaroundTime (2) · DetailHandlingAttemptHandlingPredictiveRoutingTargetSize (2) · DetailHandlingAttemptHandlingPredictiveRoutingTotalDuration (2) · DetailHandlingAttemptHandlingPredictiveRoutingTransferInitiatedAgent (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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