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Description
This report contains data - presented individually per agent - for inbound calls distributed to an agent via the selected ACD groups within a particular time slice. While this report allows you to evaluate the performance - inbound calls - of agents logged in the groups specified in the input, the report ACD Agent Performance Report allows you to evaluate the performance - inbound calls- of agents by specifying them in the input.
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Formula Used | Description |
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AcdGetTalkingDurationAgent_Group * 100 / AcdGetAgentLoginTime_Group | Total talking time divided by the total login time multiplied by hundred |
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