Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. or Calculated based on the Ixn Wrap Time Interaction State and Active Time Summarized State metrics. or Calculated based on the Queue > Abandoned Waiting Time and Queue > Abandoned Waiting metrics.

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type:
Disposition (2) · Interval (2)
mediaType:
All (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
Number (4)
folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Queue (2)
displaysInFolder:
None (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
IA_UNKNOWN_STATE_TIME (2) · IA_WRAP_TIME_IXN_PCT (2) · Q_ABANDONED_TIME_AVG (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 (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Agent Task Dashboard (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Queue Dashboard (2) · Queue Report (2) · Queue Summary Report (2) · Supervisor Dashboard (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:
AgentStateandReasonInteractionStatePercentIxnWrapTime (2) · AgentStateandReasonSummarizedStateOtherStateTime (2) · AgentStateandReasonSummarizedStateWrap (2) · QueueAvgAbandonedWaitingTime (2)

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