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Outgoing call stat for agents with multiple group not consistent


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supposedly i have 3 agent groups with the following agents:

  • 300: 103, 104, 105
  • 302: 101, 103, 105
  • 303: 103, 105

when ext 103 make an outgoing call, the stat for 'out' call increase only in group 300, whereas when ext 105 made an outgoing call, only stat for 'out' call in group 302 is changing. Based on my logic, the 'out' call stat should change in all groups which the particular ext is in that groups, in this case when 103 made an outgoing call, the stat for 'out' should change in 300, 302, and 303. This only occurs with outgoing call stat. Please explain. thank you.

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Outbound calls are assigned to one or zero ACD. It is kind of random, because the last ACD that agent logged into is the one that gets the calls. We have to make this better understandable, maybe even a select dropbox on the softphone to make it really clear.

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