Criteria Used (see also AcdB - ACD Groups KPIs) | Description | |
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acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL ( acdb.dtAgentConnect - acdb.dtQueueStart ) <= ServiceLevelSeconds | All inbound calls which entered the queue of an ACD group within a particular time slice, which were connected to an agent within (less than or equal to) the specified ServiceLevelSeconds.
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