Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as the difference between the value of the Callback > Offered and Callback > Accepted metrics. or Calculated based on the Not Ready Out Time Interaction State and the Not Ready Time Summarized State metrics. or Calculated based on the Other State Time and Active Time Summarized State metrics.

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type:
Disposition (2) · Interval (2)
mediaType:
All (2) · Chat (2) · Voice (2)
dataType:
Number (4)
folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Callback (2)
displaysInFolder:
None (4)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · IA_NOT_READY_OUT_TIME_PCT (2) · IA_UNKNOWN_STATE_TIME_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Not Ready Report (2) · Agent Summarized State (2) · Agent Summary Activity Report (Active) (2) · Callback Summary 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:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStatePercentNotReadyOutTime (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · CallbackDeclined (2)

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