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Can we separate Inbound and Outbound AHT from a single call for reporting purposes?

Hi,

 

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?

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This discussion has been

This discussion has been reposted to the IP Telephony community.

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Hi Wing, Variphy's CDR

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