Drilldown: GCXI Metric

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GCXI Metric > calculation : Calculated based on the Other State Time and Active Time Summarized State metrics. or Calculated based on the Queue > Hold Time, Queue > Q Consults > Consult Received Hold Time, and Queue > Q Consults > Consult Received Warm Hold Time metrics. or Calculated based on the Queue > Accept Time Agent and Queue > Accepted Agent metrics.

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type:
Disposition (2) · Interval (2)
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All (4) · Voice (2)
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Agent > State and Reason > Summarized State (2) · Queue (2) · Queue > Q Customer & Consults (2)
displaysInFolder:
None (4) · Queue > Q Customer (2)
displaysInFolder Cloud:
None (4)
displaysInFolder Premise:
None (4)
internalMetricID:
None (2) · IA_UNKNOWN_STATE_TIME_PCT (2) · Q_ACCEPTED_AGENT_TIME_AVG (2)
dbTable:
None (4)
calculation: (Click arrow to add another value)
usedIn:
None (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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yes (4)
premise:
yes (4)
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None (4)
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None (4)
anchor:
AgentStateandReasonSummarizedStatePercentOtherStateTime (2) · QueueAvgAcceptTimeAgent (2) · QueueCustomerAndConsultsHoldTime (2)

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