Genesys Cloud - Main

Hi.. we have external contact set for blind transfers within IVR. Now when a call gets transferred out of our company network - it still shows in timeline view the amount of time caller spent talking to third party and the call duration in interaction report shows the time caller spent in our IVR plus the time spent talking to third party. Any idea on why 1) Timeline view shows the time caller spent with third party, 2) why the call duration is showing entire time and not just time spent in our IVR?

Anyone else running into this issue?

#Reporting/Analytics

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suyog gupta
Principal Management Engineer
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Hello Suyog,

Even though you have transferred the call to a third party, depending on your Trunk settings, the call may not be fully disconnected. I would recommend that you take a look at the Release Link Transfer sections in the following Resource Center articles:

https://help.mypurecloud.com/articles/transfer-external-number-2/

https://help.mypurecloud.com/articles/transfer-to-number-action/

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Jason Kleitz
Online Community Manager/Moderator
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