SAP Knowledge Base Article - Preview

2652365 - Dashboard: automatically transferring calls between queues

Symptom

When a call is automatically transferred via IVR from Queue1 to Queue2 and call is answered in Queue2, then in dashboard, such incoming call appears as answered at Queue1, instead of at Queue2.


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

CCtr CCI dashboard transfer automatic queue rule IVR behavior , KBA , CRM-CCI , Contact Center Infrastructure , How To

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