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Symposium Report: Talk Times?
- Thread starter argos2005
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lretrievers
Vendor
It depends on whether the agent answered a skillset call, or a call that went straight to the ACD queue that their phone (Key 0) is built on. The ACD Queue is still a dialable number, if someeone dialed that number to get to an agent, it will be pegged as ACD Talk time. If they called the CDN that is in the Symposium, it will go against skillset talk time.
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