Handled - Dequeued calls

[jennifer-turcekova]

Dear all, 

please can you support me related to Report ,,Contact Service Queue Activity by CSQ Report,,. I have a question related to Handled calls, is within handled calls counted as well Dequeued calls from one agent to another agent ? 

Thank you 

Best regards,

Jennifer

[david.macias]

I am not sure I understand your question as it doesn't seem to line up with how I understand CCX working. I'll answer what I think you're asking. Does agent to agent transfer reflect in the CSQ reports? The answer to that is no if the call is not being transferred to a CSQ. You would need to through agent activity report to see specific calls that left the CSQ on the first agent and then were transferred directly to a second agent (without a CSQ).

david