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OXA can logs tell you if agent is on mute ?

  • 1.  OXA can logs tell you if agent is on mute ?

    Posted 03-15-2024 07:01 AM

    Hello,

    Is there a way to tell if an agent is on mute on OXA ?   Our agents are remote working from home.  Queues are set up for auto answer. Callers reporting dead air.  When reviewing the recordings, the call was delivered to an agent.  This seems to happen a lot.  Wondering if there are any OXA logs that will tell us if agent has muted their OXA ?

    Thanks,

    Sandy



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    Sandy Legros
    Sr. Telecom Specialist
    SE Health
    Markham ON
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