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AcdB - AcdGetAnswerDuration_GroupServiceNumber

Criteria Used (see also ACD Group Service Number KPIs)

Description

acdb.bOutbound = 0

acdb.dtAgentConnect IS NOT NULL

SUM (acdb.dtAgentConnect - acdb.dtGroupStart)

The total duration of talking time duration between a caller and an agent or a destination in the selected ACD groups and via the selected service numbers within a particular time slice.


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