I am using the db_cra and db_cra_ccdr databases for the call activity.
I have many calls(counting calls by session ids)
which show up as handled (contact disposition=2) but i do not see any agents handling the call.(In agent connection detail i do not find these session ids).
And the q time shows up as zero.
And the primary csd in contact routing detail table is -1 and csd1/csd2 exists for all such calls
What does it exactly mean if contact disposition is 2.
Is the call handled by an agent.
what would be the scenario where the contact disposition is 2 and the call is not handled by an agent.
Thanks in advance