Drilldown: GCXI Metric
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GCXI Metric > usedIn 
:
Pre-Agent Termination Report or
Predictive Routing AB Testing Report or
Queue Summary Report
:
Pre-Agent Termination Report or
Predictive Routing AB Testing Report or
Queue Summary Report Use the filters below to narrow your results.
type:
mediaType:
dataType:
displaysInFolder:
displaysInFolder Cloud:
displaysInFolder Premise:
internalMetricID:
None (2) ·
??? (2) ·
QC_CONSULT_RECEIVED_ACCEPTED (2) ·
QC_CONSULT_RECEIVED_TIME (2) ·
Q_ABANDONED (2) ·
Q_ABANDONED_PCT (2) ·
Q_ABANDONED_TIME_AVG (2) ·
Q_ABANDONED_TIME_MAX (2) ·
Q_ACCEPTED (2) ·
Q_ACCEPTED_TIME_AVG (2) ·
Q_ACCEPTED_TIME_MAX (2) ·
Q_CLEARED_TIME_AVG (2) ·
Q_DISTRIBUTED_TIME_AVG (2) ·
Q_ENGAGE_TIME (2) ·
Q_ENGAGE_TIME_AVG (2) ·
Q_HANDLE_TIME_AVG (2) ·
Q_HOLD_TIME (2) ·
Q_HOLD_TIME_AVG (2) ·
Q_OFFERED (2) ·
Q_SERVICE_LEVEL_ACC_PCT (2) ·
Q_TRANSFER_INIT_AGENT (2) ·
Q_TRANSFER_INIT_AGENT_PCT (2) ·
Q_WRAP_TIME (2) ·
Q_WRAP_TIME_AVG (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 (4) ·
AG2_ID_*.ABANDONED (2) ·
AG2_ID_*.ABANDONED_TIME_MAX (2) ·
AG2_ID_*.ACCEPTED (2) ·
AG2_ID_*.DEFERRED (2) ·
AG2_ID_*.ENTERED (2) ·
AG2_ID_FCR_*.ACCEPTED_FCR (2) ·
AG2_QUEUE_GRP_[*].ABANDONED (2) ·
AG2_QUEUE_GRP_[*].ABANDONED_TIME_MAX (2) ·
AG2_QUEUE_GRP_[*].ACCEPTED (2) ·
AG2_QUEUE_GRP_[*].ACCEPTED_TIME_MAX (2) ·
AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ACCEPTED (2) ·
AG2_QUEUE_GRP_[*].ENGAGE_TIME (2) ·
AG2_QUEUE_GRP_[*].HOLD_TIME (2) ·
AG2_QUEUE_GRP_[*].TRANSFER_INIT_AGENT (2) ·
AG2_QUEUE_GRP_[*].WRAP_TIME (2) ·
AG2_QUEUE_[*].ABANDONED (2) ·
AG2_QUEUE_[*].ABANDONED_TIME_MAX (2) ·
AG2_QUEUE_[*].ACCEPTED (2) ·
AG2_QUEUE_[*].ACCEPTED_TIME_MAX (2) ·
AG2_QUEUE_[*].CONSULT_RECEIVED_ACCEPTED (2) ·
AG2_QUEUE_[*].ENGAGE_TIME (2) ·
AG2_QUEUE_[*].HOLD_TIME (2) ·
AG2_QUEUE_[*].TRANSFER_INIT_AGENT (2) ·
AG2_QUEUE_[*].WRAP_TIME (2)
calculation:
None (4) ·
Calculated as AG2_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME or as AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_ENGAGE_TIME plus AG2_QUEUE_GRP_[*].CONSULT_RECEIVED_HOLD_TIME (2) ·
Calculated as the sum of the Queue > Handle Time, Accepted Agent, and Consult Received Accepted metrics. (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 > BA Customer > Transfer Initiated Agent and Business Attribute > BA Customer > Offered metrics. (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 > Abandoned Waiting and Queue > Q Customer > Entered metrics. (2) ·
Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting 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 > Engage Time and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) ·
Calculated based on the Queue > Hold Time and Queue > Hold metrics. (2) ·
Calculated based on the Queue > Q Customer > Cleared and Queue > Q Customer > Clear Time metrics. (2) ·
Calculated based on the Queue > Q Customer > Distribute and Queue > Q Customer > Distribute Time metrics. (2) ·
Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics. (2) ·
Calculated based on the Queue > Wrap Time and Queue > Wrap metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
premise:
project:
notproject:
anchor:
BusinessAttributeBACustomerAbandonedWaiting (2) ·
BusinessAttributeBACustomerAccepted (2) ·
BusinessAttributeBACustomerASA (2) ·
BusinessAttributeBACustomerAvgAbandonedWaitingTime (2) ·
BusinessAttributeBACustomerAvgEngageTime (2) ·
BusinessAttributeBACustomerAvgHandleTime (2) ·
BusinessAttributeBACustomerAvgHoldTime (2) ·
BusinessAttributeBACustomerAvgWrapTime (2) ·
BusinessAttributeBACustomerDeferred (2) ·
BusinessAttributeBACustomerEntered (2) ·
BusinessAttributeBACustomerFirstContactResolutionResult (2) ·
BusinessAttributeBACustomerMaxAbandonedWaitingTime (2) ·
BusinessAttributeBACustomerOffered (2) ·
BusinessAttributeBACustomerPercentAbandonedWaiting (2) ·
BusinessAttributeBACustomerTransferRate (2) ·
QueueAbandonedWaiting (2) ·
QueueAccepted (2) ·
QueueAvgAbandonedWaitingTime (2) ·
QueueAvgAcceptTime (2) ·
QueueAvgEngageTime (2) ·
QueueAvgHandleTime (2) ·
QueueAvgHoldTime (2) ·
QueueAvgWrapTime (2) ·
QueueConsultReceivedAccepted (2) ·
QueueConsultReceivedTime (2) ·
QueueCustomerAvgClearTime (2) ·
QueueCustomerAvgDistributeTime (2) ·
QueueCustomerMaxAcceptTime (2) ·
QueueCustomerMaxAcceptTimeFmt (2) ·
QueueCustomerOffered (2) ·
QueueEngageTime (2) ·
QueueHoldTime (2) ·
QueueMaxAbandonedWaitingTime (2) ·
QueueMaxAbandonedWaitingTimeFmt (2) ·
QueuePercentAbandonedWaiting (2) ·
QueuePercentAcceptServiceLevel (2) ·
QueuePercentTransferInitiatedAgent (2) ·
QueueTransferInitiatedAgent (2) ·
QueueWrapTime (2)
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