AcdB - AcdGetRingingDurationAvg_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AVR(b.dtCallStart - IFNULL( b.dtCallConnect, b.dtCallEnd)) If the call ended without connection to an agent (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. | The average ringing duration of all inbound calls which entered an ACD group within a particular time slice, from the initiation on the agent extension line until the successfull connection to the agent otherwise the end of the call. |