AgentSkillTargetID is different from RoutedAgentSkillTargetID

[fabien_damien]

Hello,

in TCD table of PCCE 10.5 the value of AgentSkillTargetID is different from RoutedAgentSkillTargetID.

is that normal? in which case these two fields are different?

Thanks.

[Chintan Gajjar · Accepted solution]

Probably in case of RONA this happenes.

[fabien_damien]

It turned out that it was a transfer, ...three records were created for the initial calls and the call disposition field in TCD shows that the agent hung up with no transfer.

Cisco TAC is investigating, let's see what's the outcome.

Regards.