AcdB - AcdGetMaxDurationTimeInQueue_GroupServiceNumber

Criteria UsedDescription

acdb.bOutbound = 0

MAX ( CASE

               WHEN dtAgentConnect  IS NOT NULL THEN (acdb.dtAgentConnect - acdb.dtQueueStart) 

              WHEN dtGroupActionStart IS NOT NULL THEN (acdb.dtGroupActionStart - acdb.dtQueueStart) 

              WHEN dtGroupEnd IS NOT NULL THEN (acdb.dtGroupEnd - acdb.dtQueueStart) 

             ELSE 0

        END

)

The longest duration time of inbound calls in an ACD group queue within a particular time slice.
  • No labels