Drilldown: GCXI Metric

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GCXI Metric > folder: Agent > State and Reason > Summarized State & 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 Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics.

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Agent Summarized State (2) · Agent Summary Activity Email Report (2) · Agent Summary Activity Report (Active) (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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