Drilldown: GCXI Metric

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GCXI Metric > calculation : 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 Other State Time and Active Time Summarized State metrics. or Calculated based on the Queue > Transfer Initiated Agent and Queue > Accepted Agent metrics.

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type:
Disposition (2) · Interval (2)
mediaType:
All (4)
dataType:
Number (4)
folder:
Agent > State and Reason > Interaction State (2) · Agent > State and Reason > Summarized State (2) · Queue (2)
displaysInFolder:
None (2) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
IA_BUSY_TIME_IXN (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · Q_TRANSFER_INIT_AGENT_PCT (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
Agent Interaction State (2) · Agent Summarized State (2) · Agent Summary Activity Report (Active) (2) · Agent Summary Activity Report (Interaction) (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Queue Summary Report (2) · Supervisor Dashboard (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
cloud:
yes (4)
premise:
yes (4)
project:
None (4)
notproject:
None (4)
anchor:
AgentStateandReasonInteractionStateIxnBusyTime (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · QueuePercentTransferInitiatedAgent (2)

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