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Queue_Serviced_* Fields

Further partitions the AcdStatisticsPartB datapartition on calls which entered the queue, only calls which were answered by an agent are considered. The condition used is:

( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS NOT NULL )

Queue_

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NotServiced_* Fields

Further partitioning on AcdStatisticsPartB, only records where partition on calls which entered the queue, only calls not answered by an agent are considered. The condition used is:

( StatisticsPartA.dtCallConnect IS NOT NULL ) AND ( AcdStatisticsPartB.dtAgentConnect IS

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 NULL )

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AgentCalls_* Fields

Only records for which:

StatisticsPartB.ID IS NOT NULL

are considered, – i.e. where an agent or destination call was made.

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If the following condition is met:

StatisticsPartB.StatisticsPartBOrigin IS NULL 

then an outcall to an agent was made. Otherwise it was a call transfer (see the further sections below).

The rest of the Further partitioning is according to the CONNRES field.

1.1.1.8                     GroupTransfer_* Fields

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