Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated based on the Consult Received Wrap Time and Consult Received Wrap Activity 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 and Queue > Q Customer > Entered metrics.

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type:
Disposition (4) · Interval (2)
mediaType:
All (2) · Chat (2) · Open (sync) (2) · Voice (4)
dataType:
Number (4)
folder:
Agent > Activity (2) · Agent > State and Reason > Interaction State (2) · Queue (2)
displaysInFolder:
None (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
A_CONSULT_RECEIVED_WRAP_TIME_AVG (2) · IA_BUSY_TIME_IXN (2) · Q_ABANDONED_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Performance Dashboard (2) · Agent Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Utilization Report (2) · Interaction Traffic Report (2) · Predictive Routing Queue Statistics Report (2) · Queue Dashboard (2) · Queue Report (2) · Queue Summary Report (2) · Supervisor Dashboard (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentActivityAvgConsultReceivedWrapTime (2) · AgentStateandReasonInteractionStateIxnBusyTime (2) · QueuePercentAbandonedWaiting (2)

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