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Why am I not able to set a transaction code for a transferred call on line 2?
8x8 Support

Why am I not able to set a transaction code for a transferred call on line 2?

Why am I not able to set a transaction code for a transferred call on line 2?

When transferring an inbound call on line 2 the agent is unable to set a transaction code for the line 2 interaction. This in turn then means that the transaction codes in the detailed reports show as N/A.

Applies To

  • CC agent panel
  • Transaction codes assigned at a queue level
  • Detailed transaction reports

Answer

The reason that the reports shows N/A for transferred calls is due to the call on line 2 not being a 'queued' call. This is because you cannot have two queued interactions at the same time and the call received on line 1 is queued. As the transaction codes are then assigned at the queue level it is then unable to populate for line 2.

 

 

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