AcdB - AcdGetTalkingDurationAgent_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
IF (b.dtWhisperEnd IS NULL) THEN sum (b.dtCallEnd - b.dtCallConnect) ELSE sum (b.dtCallEnd - b.dtWhisperEnd) WHERE acdb.bOutbound = 0 AND b.CONNRES = 1 AND b.dtCallConnect IS NOT NULL | Total call time of the current agent in the ACD group(s) in with he was logged in within a particular time slice. See also Value Reference - CONNRES |