Reporting 1

[bigindian65]

when a call is answered in a skillset, and the agent xfers the call to a different skillset, is going to Peg to both SK?

If the agent xfers it, but waits for the other SK to answer, and does not xfer because no agent was available, will it Peg as a call offered or abandoned in the SK they were trying to xfer to but ended up not xfering?


thx


Mato' Was'aka

 

[Utreg]

Yes, the call will peg to 2 SK.

You can find more information in the:
Contact Center Performance Management Data Dictionary

http://support.avaya.com/css/P8/documents/100097668

See: Pegging examples (page 1023)

This document is for Release 7.1 but info is also valid for CC 6.0 and probably also earlier versions