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. or Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics.

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type:
Disposition (4) · Interval (2)
mediaType:
All (4) · Voice (2)
dataType:
Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Queue (2)
displaysInFolder:
None (2) · Outbound Contact > Agent Contact (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
A_HANDLE_TIME_AVG (2) · IA_WRAP_TIME_IXN_PCT (2) · Q_ACCEPTED_AGENT_PCT (2)
dbTable:
None (4)
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) · Interaction Traffic Report (2) · Supervisor Dashboard (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAvgHandleTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · QueuePercentAcceptedAgent (2)

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