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Wrap-up codes issue with transfer between queues

  • 1.  Wrap-up codes issue with transfer between queues

    Posted 05-13-2020 05:25
    Hi all,

    I want to understand how the Wrap up code are selected when a call is transferred between two queues because our customer is having issue with that, let me explain more:

    Agent A member of Queue1 transfer call to agent B of queue 2, then when the agent B try to end the interaction with wrap up code, he found only the Wrap up codes of Queue1 (agent who has did the transfer), I want to understand if this a normal behavior or an issue ?

    Thank you in advance.
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony


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