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 Ixn Wrap Time Interaction State and Active Time Summarized State metrics. or Calculated based on the Other State Time and Active Time Summarized State metrics.

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type:
None (2) · Interval (2)
mediaType:
All (2) · email (2) · Voice (2)
dataType:
None (2) · Number (2)
folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · iWD > Email (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · IA_UNKNOWN_STATE_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 Summarized State (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Outbound Email Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
None (2) · yes (2)
premise:
None (2) · yes (2)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · iWDEmailAgentReplywithoutQAReview (2)

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