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-   -   Direct Agent CMS Supervisor 17.x (http://support.avaya.com/forums/showthread.php?t=13680)

ggeerts 06-28-2018 04:45 AM

Direct Agent CMS Supervisor 17.x
 
We are using direct agents instead of 'normal' agents.
The business wants this.

Is it possible to measure the servicelevel of a direct agent?
I cannot use a skill report for the direct agent skill else I would have used that.

An agent report will show DA items but not DA Acceptable calls.

ggeerts 07-02-2018 05:05 AM

We are using CMS 17, CM 16.3.


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