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| Criteria Used | Description |
|---|---|
| CallsQueueTotal / CallsTotal | The percentual ratio in percent between calls that entered the ACD group queue and the total offered calls |
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| Criteria Used | Description |
|---|---|
| InServerCalls / TotalCalls | The ratio in percent between the total inbound calls in service and the total inbound calls offered. |
Queue - Hangups - Pre-Queue
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