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  • 1.  Call Transfer Time from one agent to another

    Posted 01-22-2025 14:05

    Hi Team,

    Is there an option to check how much time taken to transfer a call from one agent to another in Genesys.



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    ArunKumar T
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  • 2.  RE: Call Transfer Time from one agent to another

    Posted 01-23-2025 04:55

    hello, you should see that in the timeline of the interaction :



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    Rihab
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    Original Message


  • 3.  RE: Call Transfer Time from one agent to another

    Posted 01-23-2025 14:04

    Thanks for the information Rihab.

    I'm trying to pull a report in Genesys that includes all interactions from the last 2 days, specifically focusing on those that have transfer time and conference time to another engineer.

    Could you guide me on how to set up this report? What filters and metrics should I use to ensure I capture the necessary data accurately?

    Thanks in advance for your help!



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    ArunKumar T
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    Original Message


  • 4.  RE: Call Transfer Time from one agent to another
    Best Answer

    Posted 01-24-2025 09:16

    Hi ArunKumar,

    I would check out the filters available for Performance>Interactions: Specifically the Transferred, Consulted etc to get what you want filtered for the report.  

    Unfortunately there are no columns currently for time spent in consult, but I did find an idea on the Genesys Cloud Product Ideas Lab Add Consult Time Column to Interactions View to see the amount of time spent for each interaction in consult status.




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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 5.  RE: Call Transfer Time from one agent to another

    Posted 01-23-2025 14:32

    Hey Arun, thanks for posting in the community. I moved this thread to our Genesys Cloud - Main community. You previously posted in the "Welcome" community, which is not designed for technical discussions. Cheers!



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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 6.  RE: Call Transfer Time from one agent to another

    Posted 01-24-2025 09:59

    Hello Matt. Thank you :)



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    ArunKumar T
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    Original Message


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