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Old 06-28-2018, 05:45 AM
ggeerts ggeerts is offline
Join Date: Apr 2011
Posts: 5
ggeerts has 10 reputation points
Default 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.
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