Hey guys, i'm running CRS Historical Reports v4.0(4.14), and am making modifications to some of the canned reports. one of the reports that i've been asked to change is the Contact Service Queue Activity Report.
Our agents are using their acd lines to make outgoing calls. are these out going calls tracked in the Calls Handled column on the above report? if so is there an easy way separate them? basically like is done in the Agent Call Summary Report? but for the CSQ's instead?