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Agents Still Active Are Offered New Calls
8x8 Support

Agents Still Active Are Offered New Calls



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


  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.


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.