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 Queue > Abandoned Waiting and Queue > Q Customer > Entered metrics. or Calculated based on the Wrap Out Time Interaction State and the Wrap Time Summarized State metrics.

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type:
Disposition (2) · Interval (2)
mediaType:
Chat (2) · Open (sync) (2) · Voice (4)
dataType:
Number (4)
folder:
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:
IA_HOLD_TIME_PCT (2) · IA_WRAP_OUT_TIME_PCT (2) · Q_ABANDONED_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Interval Based Report (2) · Agent Summary Activity Report (Interaction) (2) · Agent Wrap 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:
AgentStateandReasonInteractionStatePercentHoldTime (2) · AgentStateandReasonInteractionStatePercentWrapOutTime (2) · QueuePercentAbandonedWaiting (2)

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