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  • 1.  Agent status is not changing while getting transferred call

    This message was posted by a user wishing to remain anonymous
    Posted 12-16-2013 12:36
    Agent 1 is getting acd call and agent 1 is transferring to the call to agent 2; agent 2 is getting connected to the call but status is not changing agent 2 is getting another call.


  • 2.  RE: Agent status is not changing while getting transferred call

    GENESYS
    Posted 12-19-2013 13:50
    When a call is transferred to an Agent it is no longer an ACD call. The call is instead on the user's queue and can be assigned more calls.


  • 3.  RE: Agent status is not changing while getting transferred call

    Posted 02-25-2014 18:35
    Transferring directly to an agent loses certain statistics, also. If you want to maintain a queued environment, create an internal transfer back to an IVR or workgroup queue. Let it find the appropriate SME for the call. You will have better stats; be able to change skill levels; and the use of the new workgroup will change your agent status and block further calls.