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Old 05-06-2010, 10:35 AM
maryb maryb is offline
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Question EC500 calls in CMS reports

I have several "agents" that log in daily to receive branch manager calls. These agents also have their EC500's enabled as they are frequently away from their desks. When they answer an ACD call on their EC500, will their call time be included in their CMS reports? It seems like it doesn't as when I look at a summary report by interval, it will show ACD calls but the average ACD time shows :00. Is there a way to track calls answered via EC500 on the CMS reports?
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Old 05-13-2010, 08:07 AM
jrajpal jrajpal is offline
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Hello -

I tested this in lab and created a test stations, agents, VDN, Vector and hunt groups to test the same.

I made several test calls and all the calls were answered on EC500 and checked the reports in CMS.

Even if the calls are answered on EC500 we get the reports on CMS for e.g Avg talk time, Avg Speed Ans, Max dealy and etc. along with the ACD calls.
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