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 Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics. or Calculated based on the Queue > Accepted Agent and Queue > Q Customer > Offered metrics.

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type:
None (2) · Disposition (2) · Interval (2)
mediaType:
All (4) · email (2)
dataType:
None (2) · Number (4)
folder:
Agent > State and Reason > Interaction State (2) · iWD > Email (2) · Queue (2)
displaysInFolder:
None (4) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · IA_BUSY_TIME_IXN (2) · Q_ACCEPTED_AGENT_PCT (2)
dbTable:
None (6)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summary Activity Report (Interaction) (2) · Interaction Traffic Report (2) · Outbound Email Report (2) · Supervisor Dashboard (2)
cloud:
None (2) · yes (4)
premise:
None (2) · yes (4)
project:
None (6)
notproject:
None (6)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · iWDEmailAgentReplywithoutQAReview (2) · QueuePercentAcceptedAgent (2)

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