An 8x8 Contact Center agent claims that were already on a call and another call interrupted the first call.
- 8x8 Contact Center
- 8x8 Agent Console
- In the Agent Console logged in as a supervisor, go to Menu > Report and review (2) reports:
- Agents: Status Change Details report
- Detailed Transaction Activity report
- If it is confirmed that the second inbound call was routed to the same agent while already in Busy status, please create a case with 8x8 Technical Support.
If the agent has Direct Agent Routing enabled, they may have received a direct agent routing call or a direct call to their endpoint phone number.