B - AcdGetACDCallsDurationAvg_Agent Criteria Used (see also B - ACD Agents KPIs ) | Description |
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AVG(b.dtCallEnd - b.dtCallConnect) acdbb.bOutbound = 0 b.bTransferAgent = 0 b.bTransferExternalNumber = 0acdb .dtAgentConnect IS NOT NULLb.CONNRES = 1 | Average duration of inbound call calls answered by agents within a particular time slice. Except calls transferred by an agent to another agent or an external number. |
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