AcdB - AcdGetEnquiryDurationAgentMax_Group
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
IF (b.dtEnquiryEnd IS NULL) THEN max (b.dtCallEnd - b.dtEnquiryStart) ELSE max (b.dtEnquiryEnd - b.dtEnquiryStart) WHERE acdb.bOutbound = 0 | Maximum duration of enquiry calls made by the current agent in the ACD group(s) in which he was logged in within a particular time slice. |