AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber

Criteria Used (see also ACD Group Service Number KPIs)

Description

dtAgentConnect IS NOT NULL

( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds

All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds.

If ServiceLevelSeconds is 0, then this value is 0.

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