Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated based on the Business Attribute > First Response in Threshold and Entered with Objective metrics. 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 > Accepted Agent and Queue > Q Customer > Offered metrics.

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Disposition (4) · Interval (2)
mediaType:
All (6)
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Number (6)
folder:
Agent > State and Reason > Interaction State (2) · Business Attribute > BA Customer (2) · Queue (2)
displaysInFolder:
None (4) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (6)
displaysInFolder Premise:
None (6)
internalMetricID:
None (2) · IA_BUSY_TIME_IXN (2) · Q_ACCEPTED_AGENT_PCT (2)
dbTable:
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calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summary Activity Report (Interaction) (2) · Business Metrics Executive Report (2) · Contact Center Report (2) · Customer Perspective Report (2) · Interaction Traffic Report (2) · Interaction Volume Business Attribute Email Report (2) · Interaction Volume Business Attribute Report (2) · Supervisor Dashboard (2)
cloud:
yes (6)
premise:
yes (6)
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anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · BusinessAttributeBACustomerPercentFirstResponseTimeServiceLevel (2) · QueuePercentAcceptedAgent (2)

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