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CMS reporting Outbound call info

CMS reporting Outbound call info

CMS reporting Outbound call info

Hi there, I'm currently pulling data via an ODBC connection from CMS and looking to get some answers around Outbound calls.

Basically, if an agent makes an outbound call what colum is it tracked in. ACWOUTCALLS makes sens if the agent is in ACW when they make the call, AUXOUTCALLS makes sense if the agent is in an Aux status when they make the call but I get the feeling based on other information I have had to gather from this database... it's not that simple.

My final results I need to get to are Inbound calls, handle time for inbound calls, outbound calls and handletime for outbound calls. The issue is if the AHT is already calculating ACW time and hold time then a call made in ACWOUTCALL should already be included in that time right?

Thanks for any guidance.


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