| You're asking too much of CCS. You're also trying to cheat the numbers. If the first HG doesn't answer the call, they should take the hit. That's how SLAs work. If the first HG doesn't want to count the overflowed calls, they'll have to do the math manually. CCS won't do it, especially not on the fly. As far as the second HG is concerned, check the settings in the Data Manager. There is a setting regarding resetting the timer when a call is transferred to it. |