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Don Stewart

Don Stewart

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titleabandondedCount
Code Block
languagesql
SUM(
  CASE WHEN (
    transfer = 0 
    AND (
      agentTalkTime + agentHoldTime + wrapUp
    ) = 0 
    AND waitTime > 0
  ) 
  OR (
    username != "" 
    AND answerTime = endTime 
    AND waitTime > 0
  ) THEN 1 ELSE 0 END
)

Additional Notes

  • UTC….

  • historical api limits query timeframe to a max of 6 hours

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