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Sv translation
languageen

AcdB - AcdGetCallDuration_GroupServiceNumber

This KPI references all data from the StatisticsPartB table (agent calls) for each found entry in the AcdStatisticsPartB table. This enables the times agents were actually connected with callers to be measured.

Criteria Used (see also ACD Group Service Number KPIs)

Description

bOutbound = 0

b.CONNRES = 1

b.dtCallConnect IS NOT NULL

b.UsersID IS NOT NULL

The time difference between b.dtCallConnect or b.dtWhisperEnd (whichever is not NULL and later) and b.dtCallEndfor dtCallEndfor calls answered by agents (UsersID NOT NULL).


Sv translation
languagefr

AcdB - AcdGetCallDuration_GroupServiceNumber

Ce KPI fait référence à toutes les données de la table StatisticsPartB (appels d'agent) pour chaque entrée trouvée dans la table AcdStatisticsPartB. Cela permet de mesurer les heures de connexion des agents avec les appelants.

Critères utilisés (voir aussi AcdB - KPI des groupes ACD)

Description

bOutbound = 0

b.CONNRES = 1

b.dtCallConnect IS NOT NULL

b.UsersID IS NOT NULL

Le décalage horaire entre b.dtCallConnect ou b.dtWhisperEnd (selon ce qui n'est pas NULL et plus tard) et b.dtCallEndpour les appels pris par les agents (UsersID NON NULL).