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Criteria Used (see also A - Service Number KPIs ) | Description |
|---|---|
acdb.dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtGroupStart ) <= ServiceLevelSeconds If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). | All inbound and outbound calls which were made through a service number within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds.If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored). |