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