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Test CaseDescription
Call is received on Queue A and connected to Agent A

Queue A:

Calls Received = 1

Calls Answered = 1

Call is received on Queue A and transferred from Agent A to Agent B

Queue A:

Calls Received = 1

Calls Answered = 2

Call is received on Queue A, got RONA on Agent A, and got Abandoned

Queue A:

Calls Received = 1

Abandoned = 1

Answered = 0 

Call is received on Queue A, got RONA on Agent A, and got Dequeued

Queue A:

Calls Received = 1

Dequeued = 1

Abandoned = 0

Answered = 0

Call is received on Queue A, got RONA on Agent A, and got Requeued










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