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Glossary:Historical Reports

Reports that track call-center and agent performance over a period of time. Historical reports are generated by Automatic Call Distributors (ACDs), third-party ACD software packages, and peripherals such as Voice Response Units (VRUs) and Call Detail Recording Systems. The amount of historical data that can be stored varies from system to system.


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This page was last modified on November 18, 2013, at 18:01.