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Softphone Agent not showing data in Historical Reports...

I have a user that works VO and she uses Cisco Softphone. She also has Cisco Agent Desktop installed and runs it for call center purposes. THe user can take ACD calls over the softphone fine but when we run Historical reports on the agent, we get no data at all. We do see her logged in and taking statistics using the Realtime monitor but nothing using the Historical reports.

Has anyone experienced this and if so what was the fix?

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