cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
774
Views
0
Helpful
1
Replies

Webview reporting: Do Transferred out calls count as handled?

BTciscoN00b
Level 1
Level 1

Do inbound calls received by an agent that were then transferred to another agent reflect under calls handled or only transfer out (agent historical report 26)?

1 Accepted Solution

Accepted Solutions

Dass Prakash R
Level 1
Level 1

Hi,

For a call there will not be two entries in the webview, either as handled if an agent has handled and if transfered it would reflect in transfered out. Because the TCD for a call will get generated only after a particular call gets completed or released from the system and not from the agent

Hope this helps!!!

Please rate useful posts

View solution in original post

1 Reply 1

Dass Prakash R
Level 1
Level 1

Hi,

For a call there will not be two entries in the webview, either as handled if an agent has handled and if transfered it would reflect in transfered out. Because the TCD for a call will get generated only after a particular call gets completed or released from the system and not from the agent

Hope this helps!!!

Please rate useful posts