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| language | en |
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A -AcdGetRingingAgentDurationAvg_ServiceNumbers
Criteria Used (see also A - Service Number KPIs) | Description |
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AVR(IFNULL( b.dtCallConnect, b.dtCallEnd ) - b.dtCallStart) If the call ended without connection to an Agent or other destination (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. | The average ringing duration of all inbound and outbound calls which were made through a service number within a particular time slice, from the initiation on an agent extension line until the answer by the agent or destination, or until the call end at the called agent or |
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| language | fr |
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A -AcdGetRingingAgentDurationAvg_ServiceNumbers
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Critères utilisés (voir aussi A - KPIs du numéro de service)
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Description
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AVR(IFNULL( b.dtCallConnect, b.dtCallEnd ) - b.dtCallStart)
Si l'appel s'est terminé sans connexion à un agent ou à une autre destination (b.dtCallConnect IS NULL), la différence est calculée avec l'horodatage de fin d'appel (b.dtCallEnd), sinon elle est calculée avec l'horodatage de connexion de l'appel.
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destination. |