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Agent offered call while still active on another call
8x8 Support Knowledge Base

Agent offered call while still active on another call

Symptom

A VCC agent claims that were already on a call and another call interrupted the first call.

Applies To

Virtual Contact Center

Resolution

  1. 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
  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 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.

 

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