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.