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Sv translation
languageen

AcdB - AcdGetNotInServiceCallsByParam_GroupServiceNumber

Criteria Used (see also ACD Group Service Number KPIs)

Description

dtAgentConnect IS NOT NULL

( acdb.dtAgentConnect - acdb.dtGroupStart ) > ServiceLevelSeconds

All inbound calls which entered an ACD group and service number within a particular time slice, which were connected to an agent outside of the specified ServiceLevelSeconds.

If ServiceLevelSeconds is 0, then this value is 0.


Sv translation
languagefr

AcdB - AcdGetInServiceCallsByParam_GroupServiceNumber

Critères utilisés (voir aussi AcdB - KPI des groupes ACD)

Description

bOutbound = 0

( dtAgentConnect - dtGroupStart ) <= ServiceLevelSeconds

Tous les appels entrants qui sont entrés dans un groupe ACD et un numéro de service dans une tranche de temps particulière, qui ont été connectés à un agent dans (inférieur ou égal à) le ServiceLevelSeconds spécifié.

If ServiceLevelSeconds is 0, then this value is set to all calls connected to agents (i.e. ServiceLevelSeconds is ignored).