Pim_Belder | 2024-06-28 19:24:44 UTC | #1
Hi,
I have the feeling nConsultTransferred is not correctly caputuring what has happened.
I have obfuscated the personal information, but here I have an agent trying to contact another agent, but they are not able. Still I get nConsultTransferred back with 1, even though the second agent was never reached. Is this expected behaviour? I would have expected nConsultTransferred to 0 as no one was reached.
A customer calls, he goes through IVR and ACD and speaks to an agent. The agent cannot figure it out directly, puts the customer on hold and tries to reach a colleague, they are unable to reach someone through the ACD. The customer hangs up before the agent comes back to the call.
system | 2024-07-29 19:08:18 UTC | #2
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