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Report Displays Multiple Rows for the Same Call
8x8 Support

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

  • Virtual 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 

  1. Log in to Virtual Contact Center Configuration Manager.
  2. Click Transaction Codes.
  3. Click Edit (pencil icon).
  4. Navigate to the Properties tab.
  5. Uncheck the Multiple-choice box. If selected, agents are allowed to select multiple wrap up codes for each call. 
  6. Click Save

Enable Only One Transaction Code as Required 

  1. Log in to Virtual Contact Center Configuration Manager.
  2. Click Transaction Codes.
  3. Check if there is more than one Transaction Code list that are marked Active.
    clipboard_e4a9c0acbf9da1d468b9650b7f82f81bb.png
     
  4. Click Edit (pencil icon) for the Transaction Code that is not needed.
  5. Navigate to the Properties tab.
  6. Uncheck the Required box.
     clipboard_e4e07a4064c832f6d5f151fd2c9c1ed02.png
  7. Click Save

Cause 

There are duplicates because there are multiple Wrap Up Codes for those calls.