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Running QueueMetrics / Re: Wrap or Spill
« on: May 18, 2012, 20:46:25 »
Okay...So how does one do that?
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Running QueueMetrics / Wrap or Spill
« on: May 17, 2012, 20:17:45 »
Our wrap and spill is not working the way I think it should. When our intake agents are all on calls we need the calls to be ditributed to disignated wrap and or spill agents. What is happening now is if the disignated backup agent is in spill or wrap they will get the call event if the intake agent is available.
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