Drilldown: GCXI Metric

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GCXI Metric > folder : Agent > Activity > Queue or Queue > Q Consults & displaysInFolder Cloud: None

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None (4)
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calculation:
None (4) · Caclulated based on the Queue > Consult Accepted and Queue > Consult Received Accepted metrics. (2) · Calcualted based on the Queue > Consult Entered and Queue > Consult Short Abandoned Waiting metrics. (2) · Calculated as (Activity > Queue) Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as AG2_AGENT_QUEUE_[*].ACTIONABILITY divided by AG2_AGENT_QUEUE_[*].ACTIONABILITY_OFFERED. (2) · Calculated as AG2_AGENT_QUEUE_[*].INFLUENCE divided by AG2_AGENT_QUEUE_[*].INFLUENCE_OFFERED. (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RCV_WARM_HOLD_TIME (2) · Calculated as the sum of AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_ENGAGE_TIME and AG2_AGENT_QUEUE_[*].CONSULT_RECEIVED_HOLD_TIME (2) · Calculated as the sum of the Queue > Q Consults > Consult Redirected and Queue > Q Consults > Consult Abandoned Inviting metrics. (2) · Calculated as: AG2_AGENT_QUEUE_[*].SENTIMENT divided by AG2_AGENT_QUEUE_[*].SENTIMENT_OFFERED (2) · Calculated based on (Activity > Queue) Engage Time, Hold Time, Wrap Time, Consult Received Time, Consult Received Wrap Time, Consult Received Warm Time metrics. (2) · Calculated based on the (Activity > Queue) Consult Initiated Time and Consult Initiated metrics. (2) · Calculated based on the (Activity > Queue) Consult Received Warm Time and Consult Received Accepted Warm metrics. (2) · Calculated based on the (Activity > Queue) Consult Received Wrap Time and Consult Received Wrap metrics. (2) · Calculated based on the (Activity > Queue) Engage Time and Accepted metrics. (2) · Calculated based on the (Activity > Queue) Hold and Hold Time metrics. (2) · Calculated based on the (Activity > Queue) Invite Time and Invite Queue metrics. (2) · Calculated based on the (Activity > Queue) Revenue and Offered with Revenue metrics. (2) · Calculated based on the (Activity > Queue) Satisfaction and Offered with Satisfaction metrics. (2) · Calculated based on the (Activity > Queue) the Consult Received Time and Consult Received Accepted metrics. (2) · Calculated based on the (Agent > Activity > Queue) Abandoned Inviting and Offered metrics. (2) · Calculated based on the (Agent > Activity > Queue) Accepted and Accepted Agent Queue metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Initiated Agent and Accepted Agent metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Initiated and Accepted metrics. (2) · Calculated based on the (Agent > Activity > Queue) Transfer Received Accepted and Accepted metrics. (2)
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