A place to ask questions, connect with others, and stay in the know
Assistance Our inbound calls go through triage and many calls can have multiple agent transfers. I need assistance in the following:
Issue: We need a report that can track the details of individual customer interactions within each call and the details of how many times the call was transferred within the call
A report of this nature is required for us to measure First Call Resolution. Reporting at this level will allow for issues/cases to be tracked across multiple calls or transfers (customer journey), track transferring party and should include but not limited to: Call Volume, Classification, Resolutions and First Call Resolution.
What I need: So we need to find out how we can track and report this kind of data?
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.