Call logs no longer show details for call queue extensions when filtered

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This conversation has been merged. Please reference the main conversation: Call Log Report No Longer Displays the User Who Answered the Queue Call

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.
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Leon E

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Posted 2 years ago

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