Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated based on the Interaction State > Hold Time and Summarized State > Active Time metrics. or Calculated based on the Other State Time and Active Time Summarized State metrics. or Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics.

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type:
Interval (2)
mediaType:
All (2) · Voice (2)
dataType:
Number (2)
folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2)
displaysInFolder:
None (2)
displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID:
IA_HOLD_TIME_PCT (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · IA_WRAP_OUT_TIME_PCT (2)
dbTable:
None (2)
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 (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Agent Wrap Report (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentWrapOutTime (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2)

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