Call duration that is logged after transfer to queue is often inaccurate
We frequently have a situation in our call log where a customer has called one queue and a staff member answers, and then transfers the customer to another queue. The log will often show that the duration/wait time of the call after the transfer is over 1 hour, even though the queue it was transferred to has the “maximum caller wait time in queue” set to only 15 or 20 minutes. RingCentral support staff have investigated when this has happened, and have told me that the call actually disconnected and wasn’t waiting over 1 hour, so they have admitted the log is inaccurate in this situation, and have asked me to submit this enhancement request to get this situation fixed.
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Brandon
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