Agents Still Active Are Offered New Calls

Symptom

An 8x8 Contact Center agent claims that were already on a call and another call interrupted the first call.

Applies To

• 8x8 Contact Center
• 8x8 Agent Console

Resolution

1. 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
2. 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.

Cause

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.