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Old 01-15-2014, 11:00 AM
mstric mstric is offline
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Default CMS Agent Reports Missed Outbound Call

We have an agent that was recorded on our CQM system making an outbound call and the agent login/logout reports show the agent was logged in. But the historical agent summary report shows the call at 2 seconds while the call recording was 1 hour and 30 seconds. Has anyone seen cases where this might happen or is there an agent state where the agent is logged in but their outbound call doesn't get tracked by CMS?
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agent report, cms, outbound calls

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