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Old 06-28-2018, 04:45 AM
ggeerts ggeerts is offline
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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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Old 07-02-2018, 05:05 AM
ggeerts ggeerts is offline
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We are using CMS 17, CM 16.3.
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