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.