5.10.1.1 - Agent merged into an ACD call does not get a peg for...

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5.10.1.1 - Agent merged into an ACD call does not get a peg for ACD Handled in either Agent Group or Agent Performance reports


Article ID: 51831 - Last Review: January 28, 2013

PROBLEM

An Agent merged into an ACD call does not get a peg for ACD Handled in either Agent Group or Agent Performance reports. 



SYMPTOMS

Upon reviewing the Agent Group Performance Report for the site, I found that not all ACD calls are getting pegged as ACD.  Reproduction steps:

1. Agent A answers Queue call
2. Agent A calls Agent B from Lync (which places queue caller on hold)
3. Agent A then uses Lync merge feature to bring Agent B into the call
4. Agent A drops off the conference call

This chain of events will cause Agent B to not peg as an ACD Handled in the Agent Group or Agent Performance reports, although the ACD Handle Time will produce the proper handle time for that very same call.


RESOLUTION

We plan to have this issue resolved in our Caspian release.

Internal Reference Number (TFS) 99718



APPLIES TO

5.10.1.1 

Keywords: agent merged acd handled agent group performance peg pegging inaccurate



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Details
Last Modified:Monday, January 28, 2013
Last Modified By: amontpetit
Type: BUG
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