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Webview reporting: Do Transferred out calls count as handled?

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)?

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Webview reporting: Do Transferred out calls count as handled?

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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Community Member

Webview reporting: Do Transferred out calls count as handled?

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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