Drilldown: GCXI Metric

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GCXI Metric > internalMetricID : CA_AVG_CPD_TIME_MS or None & usedIn: Predictive Routing Operational Report

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type:
None (2) · Disposition (2)
mediaType:
None (2) · All (2)
dataType:
None (2) · Number (2)
folder:
Business Attribute > BA Predictive Routing (2)
displaysInFolder:
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displaysInFolder Cloud:
None (2)
displaysInFolder Premise:
None (2)
internalMetricID: (Click arrow to add another value)
dbTable:
None (2)
calculation:
Calculated as the sum of all agent scores for agents who handled an interaction routed by GPR, divided by the total number of interactions. (2) · Calculated based on the Business Attribute > BA Customer > Accepted and Business Attribute > BA Predictive Routing > Turnaround Time metrics. (2) · Calculated based on the value of the Business Attribute > BA Predictive Routing > Error and the value of Business Attribute > BA Predictive Routing > Active metrics. (2)
usedIn: (Click arrow to add another value)
cloud:
yes (2)
premise:
yes (2)
project:
None (2)
notproject:
None (2)
anchor:
BusinessAttributeBAPredictiveRoutingAvgAgentScore (2) · BusinessAttributeBAPredictiveRoutingAvgTurnaroundTime (2) · BusinessAttributeBAPredictiveRoutingPercentError (2)

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