Solved QCB - What is the difference?

[Alphabetic]

Morning

Can you please tell me what the difference is between Transferring and Talking?

 

[Evolute IT]

Morning

Can you please tell me what the difference is between Transferring and Talking?


View attachment 25506

I think one is talking, and the other is actually waiting in queue.

 

[Alphabetic]

I think one is talking, and the other is actually waiting in queue.

That cant be right as QCB with a higher wait time gets answered first so It wouldnt make sense a QCB that's just come in is talking with someone - And I would expect to see the user's ext who the call gets transferred to in this list.

It cant be "talking" as in asking the caller to enter digits for the call back as there's one talking for 22 minutes and I cant see that happening either.

Unless "Talking" is actually calls that have been answered by agents in the queue and are being serviced?

UPDATE:

After checking the queue via manager, I can confirm that "Talking" shown in the mgmt console are actually serviced QCB's which are being taken by users.

Would be great if active calls reflected this like the "panel" does in the web client.

 

[VasilisV_3CX]

Thanks for updating @kieferschild. I was just looking into this now. Glad you found out the difference.