Strange one this…
Several calls in Info Mart’s CONTACT_ATTEMPT_FACT table are linked with the wrong resource. It looks like when a supervisor is silent monitoring agents, the call is being linked with the supervisor rather than the agent, so in the database it looks like the supervisor made the call.
I’ve confirmed this by checking the calls in the call recording software and can see which agents actually made the calls.
Is this some kind of routing issue or is there some option I don’t know about that will control this behaviour?
