| Ticket Number | PMD-3556 (FR-658) |
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| Project Goal | Generate separate xDRs for each participant in a call parking scenario, eliminating talk time misattribution, reducing related customer complaints and time for complaints resolution. |
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| Why this project exists ? | The current PortaSwitch behavior attributes the entire call duration to the agent who parked the call, ignoring the involvement of other agents who actually handled it afterward. This leads to inaccurate reporting and misrepresented agent performance. |
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| Who are the users / whom we bring value ? | - Call center supervisors – gain accurate visibility into agent activity and talk time, enabling reliable reporting, performance evaluation, and faster dispute resolution.
- Call center agents – benefit from fair and transparent attribution of their work, ensuring their performance metrics reflect actual call handling.
- CSP operations and support teams – reduce troubleshooting effort and customer complaints related to incorrect call statistics.
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| What are the benefits for CSP/ PortaSwitch owner? | Strengthen the CloudPBX/call center offering with more accurate reporting capabilities, improving customer satisfaction and competitiveness. |
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Target Release
| MR133 |
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| Area | PortaBillig, PortaSIP |
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