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AcdB - AcdGetBusyCallsAgent_Group

Criteria Used (See Also AcdB - ACD Groups KPIs )

Description

acdb.bOutbound = 0

AND b.CONNRES IN (3, 5, 6)

All inbound calls routed to the ACD group(s) in which the selected agent was logged in, that were distributed to him within a particular time slice and

  • the agent’s line was busy or

  • a reason other than busy was received from the called agent or

  • the agent hungup during the whisper prompt before caller and destination were connected.

See also Value Reference - CONNRES

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