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• View a customers call experience

• Analyse call handling complaints

• Identify process improvement options
• Identify routing anomalies in routing rules
• Identify caller ID for abandoned calls during queuing or on hold
• Compliance with company policy for 'agent release' 
  Identify caller ID for abandoned calls during queuing or on hold
  • To review if abandons, agent released calls or short calls are related to poor voice quality refer to CMS Call History grid

  Example

  CMS Call Trace report example coming soon