Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as iWD > Email > Agent Reply - iWD > Email > Agent Reply QA Review or Calculated based on the Interaction State > Consult Received Time and Summarized State > Active Time metrics. or Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics.

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type:
None (2) · Interval (2)
mediaType:
All (Except Chat) (2) · email (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
Agent > State and Reason > Interaction State (2) · iWD > Email (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · IA_CONSULT_RECEIVED_TIME_PCT (2) · IA_WRAP_TIME_IXN_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Summary Activity Report (Interaction) (2) · Outbound Email Report (2)
cloud:
None (2) · yes (2)
premise:
None (2) · yes (2)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStatePercentConsultReceivedTime (2) · AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · iWDEmailAgentReplywithoutQAReview (2)

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