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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?
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