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Hello, can someone please help me with this? As a supervisor I need to check when my agents are in a non-acd call. I just did a test and when an agent is on queue and recives an non acd call the "Communicating" status in the queue activity section does not mark as 1 agent in comunication but idle. Is it a bug?
As you can observe in the picture attached, I'm the only agent in queue, I'm in a non-acd call and still the "Communicating" is 0.
see the bold text.
The Communicating section represents the number of agents who are on a non-ACD call. In relation to agent utilization and call routing, PureCloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so PureCloud does not route new interactions to agents while they on an ACD or non-ACD call.
This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.
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