Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. or Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. or Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics.

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Disposition (4) · Interval (2)
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All (4) · Voice (2)
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Agent > State and Reason > Interaction State (2) · Business Attribute > BA Predictive Routing (2) · Queue (2)
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None (2) · IA_HOLD_TIME_PCT (2) · Q_ACCEPTED_AGENT_TIME_AVG (2)
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None (2) · Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Summary Activity Report (Interaction) (2) · Model Efficiency (2) · Predictive Routing - Model Efficiency (2) · Predictive Routing Operational Report (2) · Supervisor Dashboard (2)
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AgentStateandReasonInteractionStatePercentHoldTime (2) · BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · QueueAvgAcceptTimeAgent (2)

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