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  1. Adjust how missed calls are categorized for group calls

    473 votes
    60 comments  ·  Phone & Messaging » Call Queues  ·  Admin →
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    Manuel commented  · 

    The performance reports is currently tracking incorrectly calls in 2 instances. 1) when a call is internally transferred from agent to agent it will count as a queue call creating a double track call. 2) when there is a missed call the system will count it in the total call sessions for agents.