Criteria Used (see also ACD Group Service Number KPIs)

Description

bOutbound = 0

AcdGroupEndReasonsID = 109

bCallbackVoiceMailBooked = 1

All inbound calls which entered an ACD group and service number within a particular time slice, which were not connected to an agent and where the caller decided to leave the queue by pressing a DTMF and subsequently booked a callback or left a voice mail (which would have been initiated by an associated rule in the ACD group).

See also Value Reference - AcdGroupActionTypes

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