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Cisco Bug: CSCtd83156 - Calls Answered > Calls Handled for Reverse Transfer

Last Modified

Dec 29, 2016

Products (1)

  • Cisco Unified Contact Center Enterprise

Known Affected Releases

7.5(6) 8.0(1)

Description (partial)

Calls Answered is greater than Calls Handled in skill group and call type at the end of a reporting period for agents initiating call control from the hard phone, and are utilizing the direct transfer feature. 

This condition is caused by the following scenario:
Customer call is routed to agent A
agent A consults an unmonitored device
agent A retrieves the inbound call from customer
agent A completes transfer
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