A VCC agent claims that were already on a call and another call interrupted the first call.
Virtual Contact Center
- In the VCC 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 VCC agent has VCC Direct Agent Routing enabled, they may have received a direct agent routing call or a direct call to their endpoint phone number.