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Report Shows Multiple Rows For The Same Call
8x8 Support

Report Shows Multiple Rows For The Same Call

Question

Why are there multiple rows for every call Transaction in the Detailed Transactions Activity report?

Applies To

Virtual Contact Center Configuration Manager, and Agent.

Answer

The reason for the duplicates is there are multiple Wrap Up Codes for those calls.

In the Detailed Transactions Activity report, scroll to the right, and see the last column of data, 'Wrap Up'.  For each call, multiple Wrap Up codes have been selected by the agent.

Additional Information

There are two things to check for:

  • Remove the setting that allows Agent to select multiple Transaction Codes.
  • Check if there are multiple Transaction Code list enabled and both are set to "Required".

Remove the setting to allow selecting multiple Transactions Codes

  1. Log into VCC Configuration Manager.
  2. Select Transaction Codes, the Transaction Codes List displays.
  3. Double click the Name of the code set.
  4. In the Properties to the right side, there is a check-box for Multiple-choice.
    • If this is selected, then the agents are allowed to select multiple wrap up codes for each call.
    • If this is not selected, then the agents can only enter one wrap up code.

Check if there are multiple Transaction Code lists enabled

  1. Log into VCC Configuration Manager.
  2. Select Transaction Codes, the Transaction Codes List displays.
  3. Notice if there are more than one Transaction Code list that are marked Active.
    clipboard_e4a9c0acbf9da1d468b9650b7f82f81bb.png
     
  4. Double click the first of the Active list Names, that list's Edit dialog is displayed.
  5. On the Properties tab, notice if the Required setting is checked.
  6. Double click the second of the Active list Names, that list's Edit dialog is displayed.
  7. On the Properties tab, notice if the Required setting is checked.
    clipboard_e4e07a4064c832f6d5f151fd2c9c1ed02.png
     

To get just one record for each phone call, there are two possibilities:

  1. One of the Transaction Code list needs to be De-activated.
  2. One or both of them can be made "not required" (the agents will need to be trained to just pick one of the codes).
There may be a reason to have the two codes for each call.