Description for the problem step by step
* call received agent take 2 action
1- Answer call
2- decline call
if he decline call the call transferred to another agent and serviced
but when i generate report "Queue Performance Overview"
the agent who decline the call 0-pols when the call transferred and serviced by another agent
why the pols still 0 it should be 1
how can i know how decline the call and i need report for that
* call received agent take 2 action
1- Answer call
2- decline call
if he decline call the call transferred to another agent and serviced
but when i generate report "Queue Performance Overview"
the agent who decline the call 0-pols when the call transferred and serviced by another agent
why the pols still 0 it should be 1
how can i know how decline the call and i need report for that
