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I'm helping a client migrate from a system where they could have their QM system automatically pick and queue-up Interactions to be Evaluated. Basically set a criteria for the system to find X number of calls and line them up for the Evaluator to execute. I don't believe there is a function like that ...

I apologize if I'm missing the point. And, this maybe overly obvious. But, a USB-->analog--> Y-splitter for the headsets isn't an option in this case? This is how I recall being trained year ago. I just sat next the agent and we both wore headsets that shared a common connection to the PC. ------ ...

Curious if anyone out there is building/maintaining their own ICA (Cognigy) system. If so, how's that going for you? #ContactCenter ------------------------------ Steve ONeal ------------------------------

Algo definitely has solutions for that. Their products play nice with Poly's Multicast protocol. At least that's what I remember unless things have changed in the last few years. ------------------------------ Steve ONeal ------------------------------