CCR agent transfer to another - call as non-q

[erezmo]

hi,
when an agent that answer the first call transfer to another agent (in the same q) the call log as non-q
can I change it to Busy call


thanks in advance

 

[hairlessupportmonkey]

I almost understand what your question is, but can you elaborate and give an example?

ACSS - SME
General Geek

 

[erezmo]

Yes.
When the first agent answer he get 1 in the ccr report on the answer call and busy in the realtime
But if he will transfer the call to another agent the report will show 1 in the presentend cAll and 0 in the answer call and realtime will show alt-nonq

I need that even if call been tranfer second agent will get 1 on the answer

 

[RGPTech]

When you transfer the call to an agent then it will be considered as a direct call. I think You can get answered only in the form of Answered Ext non q for agent stat in real time