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Why do Historic reports not show calls that overflowed to Voicemail queue
8x8 Support

Why do Historic reports not show calls that overflowed to Voicemail queue

 

Question

Why when running a number of historic reports (DTA, Queues: Transactions, Queues: Detailed entered transactions activity, Media: Accepted transactions - off line media) no calls are seen as routing to the Voicemail queue?

Applies To

  • Contact Center
  • Historic Reporting

Answer

The option "delete from queue" is misleading.  Actually if this box is checked the app doesn't send voicemail to the queue, and it will send the voicemail email to the email addresses provided.  That is why historical report doesn't show any voicemails went to the Commercial vm queue. If you uncheck delete from queue, historical report will show up those voicemail transactions, but agents need to accept those voicemails from the app one by one.

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