Hello all,
Quick bit of background on this, the way our contact center currently works is that they have 1 line on their phones which they take both direct calls and calls via CSQ's. They have a few reports that they are using at the minute that include average and max talk time but they are now looking for something that has a definite number for 'Total Talk Time'.
I can see that this field in available for use in multiple reports but they all seem to be CSQ reports which of course doesn't then report on their direct calls they get to their extension, does anyone know if there is a report that can give us total talk time in general or at least IPCC Non-ACD total talk time stats as this is what I'm struggling to find?
For reference, we're currently using version 11.6.
Thank you,
Jack
