Report Displays Multiple Rows for the Same Call
Symptom
There are multiple rows for every call transaction in the Detailed Transactions Activity report.
Applies To
- 8x8 Contact Center
- Contact Center Configuration Manager
- Reports
Resolution
There are duplicates because there are multiple Wrap Up Codes for those calls. Multiple Transaction Codes can be turned off or if multiple Codes are enabled, only one can be made required.
Turn Off Multiple Transaction Codes
- Log in to Contact Center Configuration Manager.
- Click Transaction Codes.
- Click Edit (pencil icon).
- Navigate to the Properties tab.
- Uncheck the Multiple-choice box. If selected, agents are allowed to select multiple wrap up codes for each call.
- Click Save.
Enable Only One Transaction Code as Required
- Log in to Contact Center Configuration Manager.
- Click Transaction Codes.
- Check if there is more than one Transaction Code list that are marked Active.
- Click Edit (pencil icon) for the Transaction Code that is not needed.
- Navigate to the Properties tab.
- Uncheck the Required box.
- Click Save.
Cause
There are duplicates because there are multiple Wrap Up Codes for those calls.