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 Not Ready Time and Active Time Summarized State metrics.

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type:
None (2) · Interval (2)
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None (2) · All (2)
dataType:
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folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Chat > Agent (2)
displaysInFolder:
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displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · IA_BUSY_TIME_IXN (2) · IA_NOT_READY_TIME_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Not Ready Reason Code Report (2) · Agent Not Ready 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) · Asynchronous Chat Dashboard (2) · Chat Agent Stats (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
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premise:
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anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonSummarizedStatePercentNotReadyTIme (2) · ChatAgentAvgFocusTime (2)

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