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Cisco Bug: CSCtc26433 - Skill Group Calls Answered not Pegged as Handled

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases


Description (partial)


Intermittently, some days Calls are being pegged as Answered but are never pegged as Handled on skill group level, which throws off reporting.

Customer call a Routepoint and Agent1 answer the call.
Agent made a consult call and drop the consult call while it is ringing on the agent2.
Agent again made the call to the same number from hard phone.
Agent2 answer the call.
Now customer and aganet1 on HOLD and agent1 and agent2 TALKING.
Customer drop the call.
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