Hello,
We have such a problem;
-Agents transfer the call to Interaction Attendant
-When the transfer happens, the workgroup changes to SystemIVRTransferHub
-As a result, Eic_AssignedWorkgroup attribute changes also to SystemIVRTransferHub
-We lose the information of the first Workgroup on attribute Eic_AssignedWorkgroup.
-As an expected behavior, on Database, calldetail_viw shows the LastAssignedWorkgroup as SystemIVRTransferHub
So we have two inquries;
-We want to get the information of First Assigned Workgroup in Interaction Attendant.
-We want to update the DB Workgroup column with the First Workgroup of the call.
Thanks in advance,
Serkan
#Handlers#Routing(ACD/IVR)------------------------------
Serkan Akbaba
Asseco SEE Bilisim Teknolojileri A.S.
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