Historical Reporting handle count for digital channels in RingCX
On the historical reporting, when a supervisor or any user view a digital conversation in RingCX it is being counted as interaction handled of that user although the interaction was not assigned to them.
Sample report wherein the digital interactions were counted as handled:
Interactions details report
Interactions overview report
Agent Activity Report
It should not be counted as handled as the interactions were never connected to them. The users only view the interaction for other purposes (quality and/or review of the conversation).
2
votes
Ryan
shared this idea
