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DN Calls

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kieranmc

kieranmc

MIS
May 18, 2004
75
GB
Our Symposium reporting shows a value for "DN Calls" - simple question, what is this? Is it time spent on Non-ACD calls? Is it incoming/outgoing/both?
 
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Check the data dictionary to get the definitions of the what each of the stats is made up of e.g.

Report field View field/Formula
Total DNInIntCalls + DNInExtCalls
Internal DNInIntCalls
Average Int Talk Time DNInIntCallsTalkTime /
DNInIntCalls
External DNInExtCalls
Average Ext DNInExtCallsTalkTime / DNInExtCalls
Talk Time
 
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