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Old 07-16-2013, 12:05 AM
fthelpdesk fthelpdesk is offline
Join Date: Apr 2010
Posts: 4
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Default CMS Customization Requirement


I have got a requirement from customer to measure how fast the agent is answering the ACD Calls. within 3 rings == 15 seconds the agents should answer, and above this value, the agent will be considered as slow

Can I do a customization on the Call Records Report to show which agent has attended this ACD call and in how many seconds he answered

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