Drilldown: GCXI Metric
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None (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 > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time 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)
BusinessAttributeBACustomerAccepted (2) ·
BusinessAttributeBACustomerAvgAcceptTime (2) ·
BusinessAttributeBACustomerOffered (2) ·
BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) ·
BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) ·
BusinessAttributeBAPredictiveRoutingPercentError (2) ·
QueueQueuePredictiveRoutingPercentError (2)
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