I ran the report and some of the agents have duplicate values, and others do not.
When an agent has two different accounts with Cisco, it shows that agent over two lines with two different values:
E.g.
Name: | ID | RC:1
Charlie Brown | 123 | 5 Minutes
456 | 6 Minutes
However, the agents that have one account, it is showing duplicate values.
E.g.
Snoopy | 789 | 40 Minutes
| | 40 Minutes
SO how do I understand what looks to be duplicate values?
In this scenario, does Snoopy actually have 80 minutes of personal time taken? or Does he have 40 minutes?
