Drilldown: GCXI Metric

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GCXI Metric > folder: Agent > State and Reason > Summarized State & calculation : Calculated based on the Not Ready Reason Time and Not Ready Time Summarized State metrics. or Calculated based on the Other State Time and Active Time Summarized State metrics.

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IA_STATE_RSN_TIME_NOT_READY_PCT (2) · IA_UNKNOWN_STATE_TIME_PCT (2)
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usedIn:
Agent Not Ready Reason Code Report (2) · Agent Summarized State (2) · Agent Summary Activity Report (Active) (2) · Predictive Routing Agent Occupancy (2) · Predictive Routing Agent Occupancy Report (Interaction Time) (2) · Task Routing Agent Group Summary Activity (2) · Task Routing Agent Summary Activity (2)
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AgentStateandReasonSummarizedStatePercentNotReadyReasonTIme (2) · AgentStateandReasonSummarizedStatePercentOtherStateTime (2)

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