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ITGround >> Cisco Contact Center Express

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8/4/10 8:59 PM
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Member Since: 1/1/01
Posts: 7697
Do the standard licenses give a dashboard for all the ACD agents to monitor who is active and who is on the phone? Or do I need Enhanced licensing for the agents to see ACD activity?

Also, can the UCM itself be used to pull reports? For instance, I want the sales manager to be able to pull reports for salepeople's extensions and look up # of calls made and call durations. Or is a Contact Center Express absolutely needed to do this?

The Contact Center portion in the quote is very expensive compared to the rest of the BOM, so if I can exclude just for ACD agents in a hunt group I'd like to know.

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