AcdB - AcdGetAgentTotalTimeCalls_Group

Criteria Used (see also ACD Groups KPIs (AcdB))

Description

SUM( b.dtCallEnd - b.dtCallConnect)

acdb.bOutbound = 0

acdb.dtAgentConnect IS NOT NULL

b.CONNRES = 1

The total answered time of all inbound calls which entered an ACD group within a particular time slice and were successfully connected to an agent.

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