Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as Chat > Agent > Focus Time divided by Chat > Agent > Accepted Unique. or Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. or Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics.

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type:
None (2) · Interval (2)
mediaType:
None (2) · All (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
Agent > State and Reason > Interaction State (2) · Chat > Agent (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · IA_BUSY_TIME_IXN (2) · IA_WRAP_TIME_IXN_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Summary Activity Report (Interaction) (2) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Supervisor Dashboard (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · ChatAgentAvgFocusTime (2)

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