AcdB - AcdGetRingingDuration_Group
Criteria Used (see also AcdB - ACD Groups KPIs ) | Description |
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acdb.bOutbound = 0 SUM (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. | Total duration of ringing time on the phone line of the current agent in the ACD group(s) he is logged in within a particular time slice. |