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 and Queue > Accepted metrics.
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None (2) ·
Agent Interaction State (2) ·
Agent Interval Based Report (2) ·
Agent Summary Activity Report (Interaction) (2) ·
Interaction Traffic Group Report (2) ·
Interaction Traffic Report (2) ·
Model Efficiency (2) ·
Predictive Routing - AHT & QUEUE (2) ·
Predictive Routing - Model Efficiency (2) ·
Predictive Routing Operational Report (2) ·
Predictive Routing Queue Statistics Report (2) ·
Queue Dashboard (2) ·
Queue Report (2) ·
Queue Summary Report (2) ·
Supervisor Dashboard (2)
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