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  1. WonderingRTA

    How to check agents abandoning calls - real time in CMS

    BTW I'm using CMS R18
  2. WonderingRTA

    How to check agents abandoning calls - real time in CMS

    Thanks for the info. TSAPI is a challenging part on our end as we still doesn't have access to it. For ECH records, may I know what's the path for checking on this. Newbie here. TY @eason72
  3. WonderingRTA

    How to check agents abandoning calls - real time in CMS

    Noticed 2 abandon calls that drag down our SL and yet folks are in avail time for almost 20 minutes, wanted to know how can i pull up those agents who abandon their calls in cms, thanks for the help

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