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CMS - ACD Time but No ACD Calls

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wenparkhay

wenparkhay

Technical User
Aug 21, 2003
18
US
Ran into something strange last Friday for one particular agent ext. She had calls Mon-Thurs but on Friday, CMS pegged only ACD Time but no ACD Calls for 6 backup/reserve calls she took in one skill. I can see and hear the calls in our recording system but CMS pegged them as abandon calls. Anyone have any ideas? Today, Calls are pegging correctly.

 
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