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ECC agent status

Feb 25, 2010 04:37 AM PST
Tom Rickert
Gregg Communications Systems Inc
Where can I find a definition of the Busy status in the ECC? In particular, I am trying to account for what the agents are doing while logged in. In the definition of Overall log in time, it indicates that the contact center does not count the busy state time and I need to know what activities would be included in the busy state time.

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