See the example. The green highlighted time that is actual talk time (and hold time) amounts to 2 minutes, but the total handle time is 39 minutes, as it is including live talk after external transfer.
Also here, since that seems small: https://i.imgur.com/oqlxHfq.png
Is this a bug that can be corrected? Is there a way to exclude the external time?
doesn't make sense for ringcentral to track the duration of a call that has left their system.
you have 3 parties in your case.
1. person who transfers (we can infer this is internal person/sb in your company)
2. person who is transferred
3. recipient of transfer
if both 2 and 3 are external people, you shouldnt be able to see the live talk after transfer. However I am not 100% confident and will try to reproduce this scenario on my end and see what I get
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