Drilldown: GCXI Metric

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GCXI Metric > calculation : Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. or Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics.

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type:
Disposition (2) · Interval (2)
mediaType:
All (4)
dataType:
Number (4)
folder:
Agent > State and Reason > Interaction State (2) · Queue > Q Customer (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
IA_BUSY_TIME_IXN (2) · Q_HANDLE_TIME_AVG (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summary Activity Report (Interaction) (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Report (2) · Supervisor Dashboard (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · QueueCustomerAvgHandleTime (2)

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