Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. or Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. or Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics.

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type:
Interval (2)
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All (2) · All (Except Chat) (2) · Voice (2)
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folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2)
displaysInFolder:
None (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_OCCUPANCY_PCT (2) · IA_WRAP_TIME_IXN_PCT (2)
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calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Utilization (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Active Time & Predictive) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
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anchor:
AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonSummarizedStatePercentOccupancy (2)

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