AcdB - AcdGetRingingDurationAvg_Group
Criteria Used (see also AcdB - ACD Groups KPIs) | Description |
|---|---|
acdb.bOutbound = 0 AVR(b.dtCallStart - IFNULL( b.dtCallConnect, b.dtCallEnd)) | The average ringing duration of all inbound calls which entered an ACD group within a particular time slice, from the initiation on the agent extension line until the successfull connection to the agent otherwise the end of the call. If the call ended without connection to an agent (b.dtCallConnect IS NULL) the difference is calculated with the call end timestamp (b.dtCallEnd) else it is calculated with the call connection timestamp. |