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Percent - Service Level
| Formula | Description |
|---|---|
| CallsInService * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken directly and calls offered without short hangups. |
Percent - Efficiency
| Formula | Description |
|---|---|
| CallsTaken * 100 / CallsOfferredWithoutShortHangups | The ratio between calls taken and calls offered without short hangups. |
Percent - Aborted
| Formula | Description |
|---|---|
| CallsBroken * 100 / CallsOfferred | The ratio between calls broken and calls offered. |
Duration - Longest Time in queue
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