3cxphone and talk time in forwarded queue calls

[hyperhosting]

Hello,

Is there a way for 3cxphone to show the actual queue talk time for each agent? Right now if Agent A picks up a call from the queue, talks for 1' and then forwards the call to Agent B who talks for 30 minutes, in 3cxphone as the queue manager I will see only 1' for Agent A and nothing for Agent B.



Sincerely,
George Vardikos

 

[hyperhosting]

Anyone with any help on this?

 

[JosIPVG]

Could this be because agent A answers the call to the Queue and then transfers it to agent B making it not count for talk time for queue calls?

 

[hyperhosting]

I'm sure this is the exact issue. Is there possibly a way for that call to continue counting as talk time for agent B?

 

[JosIPVG]

I really dont think so because the call has left the originating Agent in the queue and will not be seen by the system as a regular call that got transferred i think.