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Webview reporting: Do Transferred out calls count as handled?

Answered Question
Aug 28th, 2012
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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)?

Correct Answer by Dass Prakash R about 4 years 11 months ago

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!!!


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Correct Answer
Dass Prakash R Wed, 08/29/2012 - 04:55
User Badges:

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

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