Drilldown: GCXI Metric

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GCXI Metric > usedIn : Predictive Routing - AHT & QUEUE or Predictive Routing Operational Report or Transfer Detail Report

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type:
None (2) · Date (2) · Detail (2) · Disposition (4)
mediaType:
None (2) · All (6) · Voice (4)
dataType:
None (2) · Number (6)
folder:
Business Attribute > BA Customer (2) · Business Attribute > BA Predictive Routing (2) · Detail > Transfer (2) · Queue (2) · Queue > Q Customer (2) · Queue > Queue Predictive Routing (2)
displaysInFolder:
None (6) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (4) · ??? (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_ACCEPTED_TIME_AVG (2) · T_ASA (2) · T_ENGAGE_TIME_AVG (2) · T_HANDLE_TIME_AVG (2) · T_HOLD_TIME_AVG (2) · T_IRF_CUSTOMER_ENGAGE_TIME (2) · T_IRF_CUSTOMER_HOLD_TIME (2) · T_IRF_CUSTOMER_WRAP_TIME (2) · T_IRF_QUEUE_DURATION (2) · T_IRF_RCV_CUSTOMER_ACW_DURATION (2) · T_IRF_RCV_CUSTOMER_HOLD_DURATION (2) · T_IRF_RCV_CUSTOMER_TALK_DURATION (2) · T_IRF_RCV_QUEUE_DURATION (2) · T_OFFERED (2) · T_WRAP_TIME_AVG (2)
dbTable:
None (6) · AG2_ID_*.ACCEPTED (2) · AG2_QUEUE_GRP_[*].ACCEPTED (2) · AG2_QUEUE_[*].ACCEPTED (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_ACW_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_HOLD_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.CUSTOMER_TALK_DURATION_RCV (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION (2) · INTERACTION_RES_FACT_TRNSFR_GI2.QUEUE_DURATION_RCV (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 the difference between INTERACTION_RES_FACT_TRNSFR_GI2.END_TS and INTERACTION_RES_FACT_TRNSFR_GI2.START_TS. (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 > Accept Time and Accepted metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time 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 > 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 Queue > Queue Predictive Routing > Active and Queue > Queue Predictive Routing > Error 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)
usedIn: (Click arrow to add another value)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
BusinessAttributeBACustomerAccepted (2) · BusinessAttributeBACustomerASA (2) · BusinessAttributeBACustomerAvgAcceptTime (2) · BusinessAttributeBACustomerAvgEngageTime (2) · BusinessAttributeBACustomerAvgHandleTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · BusinessAttributeBACustomerAvgWrapTime (2) · BusinessAttributeBACustomerOffered (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2) · DetailTransferInteractionDuration (2) · DetailTransferSourceCustomerEngageTime (2) · DetailTransferSourceCustomerHoldTime (2) · DetailTransferSourceCustomerWrapTime (2) · DetailTransferSourceQueueTime (2) · DetailTransferTargetCustomerEngageTime (2) · DetailTransferTargetCustomerHoldTime (2) · DetailTransferTargetCustomerWrapTime (2) · DetailTransferTargetQueueTime (2) · QueueAccepted (2) · QueueAvgAcceptTime (2) · QueueCustomerAvgEngageTime (2) · QueueCustomerAvgHandleTime (2) · QueueCustomerOffered (2) · QueuePercentAcceptServiceLevel (2) · QueueQueuePredictiveRoutingPercentError (2)

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