Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated as the value of the Chat > Messages From Agent metric divided by the value of the Chat > Media Sessions metric. 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 > Standard Abandoned Waiting and Queue > Q Consults > Consult Standard Abandoned Waiting metrics.

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type:
None (2) · Disposition (2) · Interval (2)
mediaType:
None (2) · All (2) · Chat (2) · Open (sync) (2) · Voice (2)
dataType:
None (2) · Number (4)
folder:
Agent > State and Reason > Interaction State (2) · Chat (2) · Queue > Q Customer & Consults (2)
displaysInFolder:
None (6)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · IA_BUSY_TIME_IXN (2) · Q_ABANDONED_STANDARD_CC (2)
dbTable:
None (6)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summary Activity Report (Interaction) (2) · Chat Message Statistics Report (2) · Queue Outline Report (2) · Supervisor Dashboard (2)
cloud:
yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · ChatAvgMessagesSentByAgent (2) · QueueCustomerAndConsultsStandardAbandonedWaiting (2)

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