AcdB - AcdGetTalkingDurationAgentMax_Group

Criteria Used (see also AcdB - ACD Groups KPIs)

Description

IF (b.dtWhisperEnd IS NULL) THEN

max (b.dtCallEnd - b.dtCallConnect)

ELSE

max (b.dtCallEnd - b.dtWhisperEnd)

WHERE acdb.bOutbound = 0

AND b.CONNRES = 1

AND b.dtCallConnect IS NOT NULL

Maximum call time of the current agent in the ACD group(s) in with he was logged in within a particular time slice.

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