Talk Time calculations (DNIS Reports)

[lmtb]

Hello - wonder if you can resolve this debate.

If an agent answers a call via Symposium, and then transfers the call to another agent, will the Talk Time (at DNIS or skillset level), be counted against the 2nd agent.

The definition of talk time appears to be 'Talk time begins when a call is answered and ends when the caller hangs up of the agent releases the call'.

Is the transferring of the call going to class as a 'release' ?

Just wondered if anyone knew before I take time out and test it.

 

[carolien]

In the call-by-call reports it's two different calls (two ID's) so i think the transferring is a 'release'.

Carolien