Drilldown: GCXI Metric

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GCXI Metric > usedIn : Survey Statistics Report or Task Routing Agent Activity or Transfer Dashboard

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displaysInFolder Cloud:
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calculation:
None (6) · Calculated as Engage Time divided by Accepted Agent metrics. (2) · Calculated as Handle Time divided by the sum of Accepted Interactions and Received Consultations. (2) · Calculated as the difference between the Transfer Accepted and Transfer Accepted Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Agent Warm metrics. (2) · Calculated as the difference between the Transfer Initiated Agent and Transfer Initiated Warm metrics. (2) · Calculated as the difference between the Transfer Received Accepted and Transfer Received Accepted Warm metrics. (2) · Calculated as the difference between the values of the Designer > Offered and Designer > Accepted metrics. (2) · Calculated based on the Conference Accepted Time and Conference Received Accepted metrics. (2) · Calculated based on the Hold and Hold Time Activity metrics. (2) · Calculated based on the Revenue and Offered with Revenue Activity metrics. (2) · Calculated based on the Satisfaction and Offered with Satisfaction Activity metrics. (2) · Calculated based on the Transfer Accepted and Transfer Accepted Time metrics, as follows: Transfer Accepted Time / Transfer Accepted (2) · Calculated based on the Transfer Accepted Time and Transfer Received Accepted metrics. (2) · Calculated based on the Transfer Initiated and Accepted Activity metrics. (2) · Calculated based on the Transfer Initiated Time and Transfer Initiated Agent metrics. (2) · Calculated based on the value of the Designer > Accepted (Agent > Activity > Accepted) metric. (2)
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