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 Other State Time and Active Time Summarized State metrics. or Calculated based on the Queue > Abandoned Inviting and Queue > Q Customer > Offered metrics.

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type:
Disposition (4) · Interval (2)
mediaType:
All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Summarized 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_UNKNOWN_STATE_TIME_PCT (2) · Q_ABANDONED_INVITE_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 Outbound Campaign Report (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Summarized State (2) · Agent Summary Activity Report (Active) (2) · Agent Task Dashboard (2) · Agent Utilization Email Report (2) · Agent Utilization Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Queue Report (2) · Supervisor Dashboard (2) · Task Routing Agent Activity (2) · Task Routing Agent Group Activity (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAvgHandleTime (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · QueuePercentAbandonedInviting (2)

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