Drilldown: GCXI Metric
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None (4) ·
Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (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 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)
BusinessAttributeBACustomerAccepted (2) ·
BusinessAttributeBACustomerASA (2) ·
BusinessAttributeBACustomerAvgEngageTime (2) ·
BusinessAttributeBACustomerAvgHandleTime (2) ·
BusinessAttributeBACustomerAvgHoldTime (2) ·
BusinessAttributeBACustomerAvgWrapTime (2) ·
QueueAccepted (2) ·
QueueAvgAcceptTime (2) ·
QueueCustomerAvgEngageTime (2) ·
QueueCustomerAvgHandleTime (2) ·
QueueCustomerOffered (2) ·
QueuePercentAcceptServiceLevel (2)
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