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  • Shortel User and Workgroup Reports

    Reviewing the User Activity Summary Report the Inbound All (individual agents) average duration time does not match the Workgroup Agent Summary Report Inbound Workgroup Calls (individual agents) average duration. I am looking for the Average Talk Time of an agent. Also using the same two reports the Inbound Qty (Workgroup report) does not match the Inbound All Qty (User Act Summary Report), why?
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