Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. or Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. & usedIn: Supervisor Dashboard

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Agent > Activity (2) · Agent > State and Reason > Interaction State (2)
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A_HANDLE_TIME_AVG (2) · IA_BUSY_TIME_IXN (2)
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AgentActivityAvgHandleTime (2) · AgentStateandReasonInteractionStateIxnBusyTime (2)

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