changes.mady.by.user jtel Support
Saved on 2021-03-09
Saved on 2021-04-26
Criteria Used (see also ACD Groups KPIs (AcdB))
Description
acdb.bOutbound = 0
acdb.dtAgentConnect IS NOT NULL
SUM(acdb.dtAgentConnect - acdb.dtQueueStart)
The total waiting time of all inbound calls which entered an ACD group within a particular time slice and was not successfully connected to an agent.
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