Can we separate Inbound and Outbound AHT from a single call for reporting purposes?
We trying to calculate the time an agent takes to handle a call in two parts - 1. the time taken to talk to a client and solve his/her problem. 2. the time he kept a person on hold and/or he made another outbound call to consult someone about the problem. Is it possible to have these two fields separately visible on reports against an agent?
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...