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Call Center - Calls Held

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bwtc

bwtc

Programmer
Dec 27, 2005
382
US
Yesterday, I got our call reporting to work (MICS 7.0, CP150, basic call center).

SO far, things look good.

Just one question about the "Real Time Detail". I'm noticing the status "Calls Held" appearing quite frequently next to an agent.

From observation, this seems to happen when they answer a non-call center call. The term "Calls Held" is deceiving.

Or, do I possibly have something misconfigured?

Reporting v 2.2.116

Thanks
 
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