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In Service - % Persent
| Formula | Description |
|---|---|
| In Service AcdGetInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls in service and the number of calls in service and not in serviceincalls calls connected to agents. |
Not In Service - Quantity
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Not In Service - % Persent
| Formula | Description |
|---|---|
| Not In Service AcdGetNotInServiceCallsByParam_Group * 100 / (In Service + Not In Service) | Ratio between the number of calls not in service and the number of calls in service and not in serviceinbound calls connected to agents. |
Hungup <= - Quantity
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|---|---|---|---|---|
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Hungup <= - % Persent
| Formula | Description |
|---|---|
| Hungup <= AcdGetInTimeHangupCalls_Group * 100 / Total callsAcdGetCalls_Group | Ratio between the number of calls hungup before the hungup threshold and the total number of inbound calls routed to ACD groups. |
Hungup > - Quantity
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Hungup > - % Persent
| Formula | Description |
|---|---|
| Hungup > AcdGetNotInTimeHangupCallsByParam_Group * 100 / Total callsAcdGetCalls_Group | Ratio between the number of calls hungup after the hungup threshold and the total number of inbound calls routed to ACD groups. |
Ringing Incoming Time - Total Duration (From a system perspective)
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