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  • 1.  Call Transfer Time from one agent to another

    Posted 20 days ago

    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 20 days ago

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



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

    Posted 19 days ago

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

    Posted 19 days ago

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

    Posted 19 days ago

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

    Posted 19 days ago

    Hello Matt. Thank you :)



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    ArunKumar T
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