Welcome to the RingCentral Community

Make sure to review our Terms of Use and Community Guidelines.

Please note the community is currently under maintenance and is read-only.

Home » Users

Why is time after external transfer included in handle time?

Tags: transferring calls, bug, analytics and reporting

Jul 7, 2023 at 4:23pm • 1 replies • 0 likes

Matthew Pincus

See the example. The green highlighted time that is actual talk time (and hold time) amounts to 2 minutes, but the total handle time is 39 minutes, as it is including live talk after external transfer.

Also here, since that seems small: https://i.imgur.com/oqlxHfq.png

Is this a bug that can be corrected? Is there a way to exclude the external time?

Welcome 01 on Jul 8, 2023 at 4:33am • 0 likes

doesn't make sense for ringcentral to track the duration of a call that has left their system.
you have 3 parties in your case.
1. person who transfers (we can infer this is internal person/sb in your company)
2. person who is transferred
3. recipient of transfer

if both 2 and 3 are external people, you shouldnt be able to see the live talk after transfer. However I am not 100% confident and will try to reproduce this scenario on my end and see what I get

A new Community is coming to RingCentral!

Posts are currently read-only as we transition into our new platform.

We thank you for your patience
during this downtime.

Try Workflow Builder

Did you know you can easily automate tasks like responding to SMS, team messages, and more? Plus it's included with RingCentral Video and RingEX plans!

Try RingCentral Workflow Builder

PRODUCTS
RingEX
Message
Video
Phone

OPEN ECOSYSTEM
Developer Platform
APIs
Integrated Apps
App Gallery
Developer support
Games and rewards

RESOURCES
Resource center
Blog
Product Releases
Accessibility

QUICK LINKS
App Download
RingCentral App login
Admin Portal Login
Contact Sales