External inbound call on a queue, answered by agent A, parked, then retrieved by agent B. In History the call appears on both agents’ rows, and the summary + transcript contain only B’s part but labeled with A’s name. Calls answered and hung up without parking are correct.
External inbound call on a queue, answered by agent A, parked, then retrieved by agent B. In History the call appears on both agents’ rows, and the summary + transcript contain only B’s part but labeled with A’s name. Calls answered and hung up without parking are correct.