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| Criteria Used | Description |
|---|---|
| CallsQueueTotal * 100 / CallsTotal | The ratio in percent between calls that entered the ACD group queue and the total offered calls |
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| Criteria Used | Description |
|---|---|
| TotalCalls - CallsQueueFull | The difference between the total inbound calls offered and the total inbound calls queue full |
SLA - Availability (%)
| Criteria Used | Description |
|---|---|
| CallsAnswered * 100 / Calls Relevant for SLA | The ratio in percent between the total calls answered and the total calls relevant for SLA |
SLA - SLA1/2/3 x/y/z (s) - Count
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| Criteria Used | Description |
|---|---|
| InServerCalls * 100 / CallsRelevantForSLA | The ratio in percent between the total inbound calls in service and the total inbound calls relevant for SLA. |
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