Historical Reporting for RT Lite Features

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Problem Summary Historical Reports may look little different in SJ/JAL (Conference) Scenarios
Error Message None.
Possible Cause Agent performs Select Join or Join Across Lines from the RT/RT-Lite phone
Recommended Action

A few scenarios and the expected HR behavior are described below


Scenario Historical Reports Behavior
1. Agent has got a IAQ call (C1) and he conferenced (SJ/JAL) the call (C2) to another agent where call C2 survives then in Agent Call Summary Report Inbound non-ACD record is not present for agent2. This is by the design and architecture of the system.
2. Agent has got a IAQ call (C1) and he conferenced (SJ/JAL) the call (C2) to another agent where call C2 survives then in Agent Call Summary Report Conference flag is tagged with the outbound call of first agent. In this case since call C2 survives, the Conference flag will be tagged with the Outbound Call of the first agent. This is different from the SJ/JAL C1 survival scenario where Conference flag will be present with the Inbound ACD call of the first agent.


Release Release 8.0(1)
Associated CDETS # None


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