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B - AcdGetACDCallsDuration_Agent

Criteria Used (see also B - ACD Agents KPIs )

Description

SUM(b.dtCallEnd - b.dtCallConnect)

acdb.bOutbound = 0

b.bTransferAgent = 0

b.bTransferExternalNumber = 0

acdb.dtAgentConnect IS NOT NULL

Total duration of inbound call answered by agents within a particular time slice. Except calls transferred by an agent to another agent or to an external number.

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