User guide

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Column Description
Avg Call Time Average call duration(Call duration/(Number of calls answered +
Number of transferred inbound calls answered ))
Avg Wait Time Average waiting duration(Waiting duration of connected calls/
Number of calls answered)
Avg Abd Time Average waiting duration of abandoned calls(Waiting duration of
abandoned calls/Number of abandoned calls)
Ans Ratio Answer ratio(Number of calls answered/Number of inbound calls
* 100)