Remote Agents Not displaying transfers properly on realtime

[nikeshshk]

Hi All,

We have a press-1 campaign and when customer OPTIN it will get through the remote agents to clients tollfree number. My Problem is My realtime screen doesnot display those remote agents getting engaged on calls while calls get transfer.

For Example,
Lets say we have 5 lines open for remote agents and when all 5 phones are in calls at client end, Our realtime screen still shows we only have 2 lines incall and other 3 lines are on ready mode (with blue color) to accept calls.

Can you please help me why I am having this kind of problem.

[mflorell]

If you have more than one line set per remote agent you have to add an agent for every line above 1(incremented by 1) for them so show in the real-time report.

[nikeshshk]

Hi Matt,

Thank you for your response.

We have all 5 users created as well and all 5 users are incremented by 1.

I mean I have Remote agent with user 50010 with 5 lines.

And I have created users from user id 50010, 50011, 50012, 50013, 50014, 50015