I cannot seem to replicate what you're referring to. Could you provide more information or even screen shots? When I go in and view the detailed call log, it tells me that the call was connected to an individual (the individual who answered the phone) and when I download the log I get the same information.
Dont have sense now add like "new idea" when was working!!! Everyone here knows that the ideas never are completed.
We are also running into this issues as well. Our executive team requires
a monthly report for our call groups, specifically call volumes and
answer times and we are not able to view who is actually answering the calls.
I spoke with support this morning and they also told me that this feature
We are able to see the “Forwarded To:” column for “All Users” but when you select a specific extension for a call group, the “Forwarded To” column is blank.
Looks like it's a bug in the system that our engineers are aware of and working on. Please open up a case and include examples of your call log not showing the call queue name, as well as JIRA RC-56525. That way your cases will get appropriately tagged and escalated - once the fix is in place, you will be notified.
Please note, only include the JIRA number if you are experiencing these exact issues.
I have already opened a case with support but I was wondering if anyone else has noticed this change?
Under Call Log, you are presented with a call log and you can view the calls in Simple and Detailed view. Detailed view allows you to see how exactly the call was routed.
Additionally, you can filter by a specific extension or Call Queue.
We were able to filter by Call Queue and see in detail how the call was routed among queue members.
This is no longer the case and now if you filter by Call Queue, you get a simple view and it doesn't show you how the call was routed among the queue members.
According to support, this is the way the system has always worked... but I have screenshots based on previous end user documentation proving otherwise.
I was given two workarounds while they investigate the issue.
1) Have the user login as the Call Queue to view how the calls were routed among queue members
2) Remove the Call Queue filter and select View All Extensions and manually go through the call log to view the Call Queue
Both workarounds add an additional step where as before, you could just filter and view the details.