1.877.778.2753

TASKE Support Knowledge Base

Issue

Fewer transferred calls are shown in the Agent by Queue report as compared to the Extension Call Detail report for the extension this agent uses exclusively.

Reason

The Trans In column in agent and extension reports show transfers to the agent or extension. The Trans Out column in agent and extension reports show transfers from the agent or extension. The difference in how these reports credit transferred calls lies in the call type. Did the call reach the agent through an ACD queue or not?

Extension reports credit all calls transferred to and from an extension; whereas agent reports only credit transfers that are involved in an ACD call. For an agent report, a transfer in is any ACD call that is transferred to the agent through a supervised transfer. A transfer out is any ACD call that is transferred by the agent to another answering point such as another agent or an extension.


Applies to:

Telephone Systems:

  • All

Tags:

transfer

Leave a Comment

You must be logged in to post a comment.