Hi all,
Under what scenarios is expected that an intercom call initiated by a handler to a workgroup not show up in Interaction Summary?
From what I can tell looking at the data, it looks like calls that aren't ever assigned to an agent won't show up. I'm curious if anyone knows of any other scenarios.
I have one call that isn't showing up where an agent was assigned but did not answer, but I'm assuming I'm going to find this call when we reprocess PMQ as there are other similar examples where this does show up.
I need to build some reporting around calls not answered to this specific workgroup under specific circumstances and want to make sure I know when to expect the calls in interactionsummary vs when to not exepct them.
Any help would be appreciated.
Thanks,
Eric
#Reporting/Analytics------------------------------
Eric Berkshire
Broker Solutions, Inc. DBA New American Funding
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