Drilldown: GCXI Metric

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GCXI Metric > usedIn : Agent Summary Activity Report (Active) or Bot Dashboard or Predictive Routing - AHT & QUEUE

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None (10) · Caclulated as Queue > Handle Time divided by the sum of Queue > Accepted Agent plus Queue > Consult Received Accepted. (2) · Calculated as Active Time minus Ready and Not-Ready time, divided by the difference between Active and Not-Ready time. (2) · Calculated as the difference between the values of the Chat Bot > Initiated and Chat Bot > Rejected metrics. (2) · Calculated as the value of the Chat > Bot Sessions metric divided by the value of the Chat > Sessions with Bot metric. (2) · Calculated based on the Active Time, Busy Time, Ready Time, Not Ready Time, and Wrap Time Summarized State metrics. (2) · Calculated based on the Business Attribute > Avg Accept Time Agent metric. (2) · Calculated based on the Business Attribute > Engage Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Handle Time and Accepted Agent metrics. (2) · Calculated based on the Business Attribute > Hold Time and Hold metrics. (2) · Calculated based on the Business Attribute > Wrap Time and Wrap metrics. (2) · Calculated based on the Chat > Session Only with Bots and Chat > Media Session metrics. (2) · Calculated based on the Chat > Session with Bot and Chat > Media Session metrics. (2) · Calculated based on the Not Ready Time and Active Time Summarized State metrics. (2) · Calculated based on the Other State Time and Active Time Summarized State metrics. (2) · Calculated based on the Queue > Accept Time and Queue > Accepted metrics. (2) · Calculated based on the Queue > Accepted in Threshold and Queue > Q Customer > Offered metrics. (2) · Calculated based on the Queue > Entered and Queue > Short Abandoned Waiting metrics. (2) · Calculated based on the Queue > Q Customer > Engage Time and Queue > Accepted Agent metrics. (2) · Calculated based on the value of the Chat Bot > Session Time metric. (2) · Calculated based on the Wrap Time and Active Time Summarized State metrics. (2)
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