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  • 1.  Transfer Calculation

    Posted 10-12-2018 13:50
    Has anyone noticed a difference in transfers, or how they are calculated?  I have a few support teams in particular that had nearly a 40% transfer rate, but as of about 2 weeks ago it abruptly dropped to about 5%.  I have not heard of any changes, and we did not change any internal processes.

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    Sam Adams
    Cox Automotive Corporate Services, LLC
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  • 2.  RE: Transfer Calculation

    GENESYS
    Posted 10-13-2018 08:12
    There was a fix released on the PureCloud side to update the transfer calculation.  There were cases where consults were being calculated in the transfer count.  Transfers should only include blind transfers and consult transfers.  We are updating the interactions view currently to show counts for blind transfers, consult transfers and consults so you can see more granularity around what is happening.   Hope this helps clarify and sorry for any confusion.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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  • 3.  RE: Transfer Calculation

    Posted 10-15-2018 10:03
    Thanks!  I didn't see any information posted about this, is there detail about this update somewhere?

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    Sam Adams
    Cox Automotive Corporate Services, LLC
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  • 4.  RE: Transfer Calculation

    Posted 10-15-2018 18:37
    Do we know if this was resolved? how can i tell if we have the fix.
    we still have this reported issue but run EDGE servers on premise not in the cloud.

    Any information would be greatly received.

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    Lee Jacques
    Turners Group NZ Limited
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  • 5.  RE: Transfer Calculation

    Posted 11-07-2018 13:29
    Has this transfer calculation been updated again? My transfer %'s all changed when the calculation was fixed last month, and now it appears they have changed again. I don't know what numbers to believe.

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    Ray Nixon
    Pinal County Arizona Government
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  • 6.  RE: Transfer Calculation

    GENESYS
    Posted 11-07-2018 17:21
    @Darlene Oordt?​

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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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  • 7.  RE: Transfer Calculation

    GENESYS
    Posted 11-07-2018 17:29
    Edited by Darlene Oordt 11-07-2018 17:51
    Although we do not publish every bug fix that we do - the initial fix/change was published on the developer forum last month:  Fix to nTransferred metric.

    There was one more fix that was just pushed where transfers to external numbers weren't always being counted as transfers so that might be why you are seeing an increase in your count.  If you feel there's an error, please log a case with support and we can troubleshoot. 

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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