no ACD answered in CMS and reports for call pickup

[michmauzer]

Hi,

Agents want to use call pickup for callcenter calls, but I don't see any answered or else calls in the reporting while call is ansered by call pickup. Please let me know whether there is any workaround to make call pickup calls visible in the CMS or other reporting

 

[michmauzer]

Any idea on this?

 

[Stinney]

What kind of calls would they be using call-pickup for? If it's to pickup ACD calls, have you tried using RONA? Also, how would the agent know the difference between a call to the person's extension vs an ACD call?


- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"