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AcdB - AcdGetTalkingDurationAgent_Group

Criteria Used (see also AcdB - ACD Groups KPIs)

Description

IF (b.dtWhisperEnd IS NULL) THEN

sum (b.dtCallEnd - b.dtCallConnect)

ELSE

sum (b.dtCallEnd - b.dtWhisperEnd)

WHERE

acdb.bOutbound = 0

AND

b.CONNRES = 1

AND

b.dtCallConnect IS NOT NULL

Total call time of the selected agent in the ACD group(s) in with he is logged in within a particular time slice.

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