AcdB - AcdGetWaitingTimeTotalAnswered_Group
Criteria Used (see also ACD Groups KPIs (AcdB)) | Description |
|---|---|
acdb.bOutbound = 0 acdb.dtAgentConnect IS NOT NULL SUM(acdb.dtAgentConnect - acdb.dtQueueStart) | The total waiting time of all inbound calls which entered an ACD group within a particular time slice and was not successfully connected to an agent. |