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Does total unavailable time in the reports include outbound calls?
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Hi @Nicholas Palmer, Outbound Calls are not included in unavailable time in Reports.
Thanks Mary. We've been using the 'Agent Summary' report in Prebuilt Reports and are trying to work out the Talk Time. It gives Available Time, Unavailable Time and Login Time but not talk time. Any idea how we can get this?
You may use the Custom Reporting feature to get that information. You can check on this Knowledge Base article below.
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