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  1. W

    CMS Reporting Avail -> Other -> ACD instead of Ring. Calls not counting for Summary reports

    Hello! Long time lurker, first time poster. I have an issue in CMS. On an Agent Trace Report, many calls for a particular queue are coming in with the agent going Avail -> Other -> ACD instead of Avail -> Ring -> ACD. This is preventing the calls from being counted in the Summary reports...

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