...
| Criteria Uses | Description |
|---|---|
a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 num | Total number of calls routed to the selected ACD group(s) during the opening hours and within a particular time slice. |
Calls Answered by Agent
CallsAnswered
| Criteria Uses | Description |
|---|---|
a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 acdb.dtAgentConnect IS NOT NULL | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were successfully connected to the destination. |
Short Hangups < 5 Seconds
...
| Criteria Uses | Description |
|---|---|
a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 acdb.dtGroupEnd - acdb.dtQueueStart <= 5 | Total number of calls routed to the selected ACD group(s) during the opening hours, within a particular time slice and were hungup within the first 5 seconds in the queue. |
Average Talk Time
| Criteria Uses | Description |
|---|---|
sum(acdb.dtGroupEnd - acdb.dtAgentConnect) / CallsTotal a.bOutbound = 0 acdb.bCallInStandardServiceTimes <> 0 |
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