AcdB - AcdGetEnquiryDurationAgent_Group
Criteria Used (See Also AcdB - ACD Groups KPIs ) | Description |
|---|---|
IF (b.dtEnquiryEnd IS NULL) THEN sum (b.dtCallEnd - b.dtEnquiryStart) ELSE sum (b.dtEnquiryEnd - b.dtEnquiryStart) WHERE acdb.bOutbound = 0 | Total duration of the enquiry calls of the current agent in the ACD group(s) in which he was logged in within a particular time slice. |