Drilldown: GCXI Metric

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GCXI Metric > folder: Agent > State and Reason > Interaction State & calculation : Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. or Calculated based on the Invite Time, Engage Time, Hold Time, Ixn Wrap Time, and Consult Received Time Interaction State metrics.

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IA_BUSY_TIME_IXN (2) · IA_HOLD_TIME_PCT (2)
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Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Summary Activity Report (Interaction) (2) · Supervisor Dashboard (2)
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AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonInteractionStatePercentHoldTime (2)

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