B - AcdGetACDCallsDurationAvg_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

AVG(b.dtCallEnd - b.dtCallConnect)

b.bOutbound = 0

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

b.CONNRES = 1

 Average duration of inbound calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number.

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