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 Interaction State and Active Time Summarized State metrics. or Calculated based on the Other State Time and Active Time Summarized 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) · Agent > State and Reason > Summarized State (2) · Queue > Q Customer (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
IA_INVITE_TIME_PCT (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · Q_HANDLE_TIME_AVG (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summarized State (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Report (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStatePercentInviteTIme (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · QueueCustomerAvgHandleTime (2)

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