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A - AcdGetNotInServiceCalls_ServiceNumbers

Criteria Used (see also A - Service Number KPIs )

Description

acdb.dtAgentConnect IS NOT NULL

( dtAgentConnect - dtGroupStart ) > ServiceLevelSeconds

All inbound and outbound calls which were made through a service number within a particular time slice, which were connected to an agent outside the specified ServiceLevelSeconds.

If ServiceLevelSeconds is 0, then this value is 0.


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