Account type: Canada
A brief description of the business : Call center agent to support our own products
A high level description of the product or feature being requested: We enabled the "Enable me to pick up a monitored line on hold" option for every Agents and adjusted permissions related to this for each Agents so each agent can "pick up" calls from other agents. This works well, it's the reporting that doesn't reflect the reality as it logs the "picked up" call as an abandonned call in the analytic report and in the live report.
A typical use case scenario explaining how your business would use the feature: When an agent's phone ring any other agents can "pick" the line from another agent. Each time this is done, in the analytic portal report there is an Abandonned Call registered.
Benefit of such feature: Reporting reflecting reality
Number of Users and/or Digital Lines: 40
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