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  • Users: jhime
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  1. jhime

    Nice Analyzer info. anyone?

    Defjon, NICE Analyzer uses the External Call History feed from CMS to provide cradle-to-grave reporting for ACD calls on the Avaya Contact Center Software. Therefore, by default, when a call enters an IVR it is no longer considered an ACD call and CMS (and by extension Analyzer) will not...

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