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Criteria Used (See Also AcdB - ACD Groups KPIs )

Description

acdb.bOutbound = 0

AND ( b.CONNRES NOT IN (1, 3, 4, 5, 6) OR ( b.CONNRES = 1 AND acdb.dtAgentConnect IS NULL ) )

All inbound calls routed to the ACD group(s) in which the current agent was logged in and that were not connected to the him within a particular time slice because

  • the destination did not answer the telephone or

  • an error occurred when calling the destination or

  • the destination number was blocked in the restricted numbers table. The call was not made.

See also Value Reference - CONNRES

Auto Logoff Total

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Criteria Used (see also AcdB - ACD Groups KPIs)

Description

login.LoginActionCode in (6)


The amount of time the current agent were automatically logged off from the ACD group in which he was logged in because the “maximum missed calls - All” set in this ACD group was reached.

see also Value Reference - AcdLoginType / LoginActionCode

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