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CMS real time report - talk time per call?

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brightkat

brightkat

Technical User
Dec 28, 2005
14
Is there a way on the real time agent report to see the total talk time for a call even when the agent changes states? So for example, Agent is talking for 2 minutes, put the customer on hold, CMS now shows hold time which starts at 0:00 then when they go back to the customer the ACD time starts over at 0. Is there a way to see a cumulative time for the entire call?
 
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