Real Time stats and transferred calls

[sealet]

Hi All,

We have a customer who has pointed out that if a call is delivered to Agent A by IPOCC and they transfer it to Agent B, because the caller asks for Agent B for example, then the realtime stats show that the call was handled by Agent A, even though it will be Agent B that spends more time speaking to them.

Also, if you have force Job Codes Agent A has to input a job code, even though they will not know the reason for the call. Agent B is not forced to do so.

Is there any way to transfer to call so that the realtime stats are logged to Agent B and Agent B is forced to put in a job code?

Thanks

[freihd]

job code works with incoming calls that received from topic not from another agent, create a topic for each agent for example:
Topic1: TransTo200 Topic code: 7200 for AgentA Extn:200
Topic2: TransTo201 Topic code: 7201 for AgentB Extn:200
AgentA must transfer the call to AgentB by dialing 7201

Make sure that all job codes are applied on all topics