AcdB - AcdGetWaitingTimeLongHangup_Group
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
SUM(acdb.dtGroupEnd - acdb.dtQueueStart) acdb.bOutbound = 0 a.bCallerHangup = TRUE acdb.AcdGroupEndReasonsID IS NULL or = 4 (acdb.dtGroupEnd - acdb.dtQueueStart) > ShortHangUpSeconds | The total waiting time of all inbound calls which entered an ACD group within a particular time slice and exited the ACD group after the chosen ShortHangUpSeconds with no group end reason or a AcdGroupEndReasonsID 4. See also Value Reference - AcdGroupEndReasons |