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Old 12-23-2014, 07:36 AM
arnettd arnettd is offline
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The dcwc summary table in CMS and other call work code tables do store ACD time and ACW time associated with a call work code. However, a reference to the agent, skill and VDN are missing.

Using CMS Call History (internal call history or external call history) the reference between the call work code and the VDN, skill and agent are included. Call History captures up to five call work codes for a single call.
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