question

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david335384040 asked

Identify Which User Answered A Group Call

We have a 'Main Switchboard' group for incoming calls. The group has 5 humans to answer the calls.

Sometimes after receiving a call a human incorrectly transfers the call internally without HOLDING the transfer button. The recipient sees "Main Switchboard" on their caller-id rather than the caller-id of the original caller.

I have been asked to address this issue.

I need visibility to see which user answered and transferred the call but Reports > Call Log shows only "Main Switchboard". Is it possible to drill down to see exectly who answered and tranferred the call.

Thanks,

ft.

analytics and reportingtransferring calls
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