Detailed problem description:
- Timeline shows 2 calls have entered from same ANI
- Timeline shows 2 IVR channels was utilized
- Timeline shows 2 ACD interact
- Timeline shows 2 Agents answered the call with a slight time difference
- Timeline shows 2 call recordings from both agent who answered the call (one good and one ghost call)
- From agent's perspective, one answered the call successfully, and the other answered but did not hear anything (tagged as ghost call)
- his happens of our agents daily and I am monitoring this day by day and can confirm that the ratio of issue increases.
- Since 2 agents are assigned in one conversation ID (one can answer and one ghost call), number of ghost calls are increasing.
- This is impacting the as number of ghost calls, stats are affected, and script is not working properly.
I am weird how this situation is possible and help me fixing the issue.