I've some questions after an agent report has been generated.
In the agent detail report, I found that a specific call handled by the agent has a call with Talk Time for more than 9 hours (Call Type : Inbound ACD, Transfer-in). However, the duration for the Call Start-Time and Call End Time are only 1 mins.
Why Call Start/Call End only shown 1 minutes for the call, but Talk time generated as 9 hours? Is there any issue on the nature of the call?
Thanks for your help.
