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This may be oddly specific, but in our call center, we prefer to have the trainee or shadow sitting next to the call center representative, but able to listen to the calls through their own headset. Historically, we have synced the headsets to each other so both could hear the conversations, but this ...

Can custom metrics be used in Speech Analytics and QM custom reports? I found several instructions on using custom metrics within the dashboards and widgets but I want to use it in a custom report. Is that possible?