Hi Craig:
Are you running the interaction report in your workspace? If so, do you have all media type selected? Or you could just select the call and callback icons.
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Tracie Wood
DuPont
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Original Message:
Sent: 07-22-2024 13:52
From: Craig Casto
Subject: View Calls and Callbacks on the same report
I am trying to pull reporting to include data for both calls and callback interactions on the same report. We look at metrics for AHT based on the total interactions an agent completes and previously in the ICBM reporting, we could show both types on the same report. Is there a way to pull this info together?
#Reporting/Analytics
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Craig Casto
Lake Trust Credit Union
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