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 Ixn Wrap Time Interaction State and Active Time Summarized State metrics.

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type:
Disposition (2) · Interval (2)
mediaType:
All (2) · Voice (2)
dataType:
Number (2)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2)
displaysInFolder:
None (2) · Outbound Contact > Agent Contact (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
A_HANDLE_TIME_AVG (2) · IA_WRAP_TIME_IXN_PCT (2)
dbTable:
None (2)
calculation: (Click arrow to add another value)
usedIn:
Agent Activity (2) · Agent Conduct Report (2) · Agent Group Business Attribute Report (2) · Agent Group Interaction Handling Report (2) · Agent Interaction Hierarchy Report (2) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Supervisor Dashboard (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
AgentActivityAvgHandleTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2)

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