Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated based on the Business Attribute > Hold Time and Hold 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 > Abandoned Waiting Time and Queue > Abandoned Waiting metrics.

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type:
Disposition (4) · Interval (2)
mediaType:
All (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
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:
IA_BUSY_TIME_IXN (2) · Q_ABANDONED_TIME_AVG (2) · T_HOLD_TIME_AVG (2)
dbTable:
None (6)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summary Activity Report (Interaction) (2) · Contact Center Dashboard (2) · Contact Center Report (2) · Interaction Traffic Group Report (2) · Interaction Traffic Report (2) · Interaction Volume Business Attribute Report (2) · Predictive Routing - AHT & QUEUE (2) · Predictive Routing AB Testing Report (2) · Predictive Routing AB Testing Report (Hour) (2) · Queue Dashboard (2) · Queue Report (2) · Queue Summary Report (2) · Supervisor Dashboard (2)
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yes (6)
premise:
yes (6)
project:
None (6)
notproject:
None (6)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · BusinessAttributeBACustomerAvgHoldTime (2) · QueueAvgAbandonedWaitingTime (2)

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