Drilldown: GCXI Metric
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None (6) ·
Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (2) ·
Calculated based on the (BA Customer >) Entered and Short 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 value of the Designer > Accepted (Agent > Activity > Accepted) metric. (2)
AgentActivityAccepted (2) ·
BusinessAttributeBACustomerAccepted (2) ·
BusinessAttributeBACustomerASA (2) ·
BusinessAttributeBACustomerAvgEngageTime (2) ·
BusinessAttributeBACustomerAvgHandleTime (2) ·
BusinessAttributeBACustomerAvgHoldTime (2) ·
BusinessAttributeBACustomerAvgWrapTime (2) ·
BusinessAttributeBACustomerFirstContactResolutionResult (2) ·
BusinessAttributeBACustomerOffered (2) ·
BusinessAttributeBACustomerTransferRate (2) ·
DesignerNoInputError (2) ·
DesignerNoMatchError (2) ·
DesignerNotAccepted (2) ·
DesignerPercentAccepted (2)
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