Does anyone know in CMS Supervisor Reporting where I can find the number of consult calls and the time associated with those calls? Is this time added to Aux 0, ACD or somewhere else?
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Hi,
There is no specific term called consult in supervisor.
Agents can transfer the call after consulting with another agent, or can hold original call,call another agent to consult and reconnect to original call. All such time can be seen as transfer call, hold time, extn out time.
I hope it helps.
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