Genesys Cloud - Main

Dear Community, 

For a report in my organization, I am filtering out calls from the interactions list as: Transfer = Yes, Abandon = Yes. Transfers can be either Blind Transfer or Consult Transfer (correct me if I am wrong), so I also added columns to distinguish those; of course, in some complex conversations there can be multiple transfers happening.

I noticed that a big portion of resulting calls show up with value Consult Transfers = 1 and a Timeline as in this example:

In our setup LH_GHL_STA_DE_GER (bottom queue) is a helpline. So, our agent needed support, called the helpline and while waiting there to be picked up, the customer dropped the call their side. 

My concern is, I agree that this is consulted, but why would this be consult transferred? As for me, a transfer would be if agent left the customer with the helpline (or anyone else other than him/her) and removed themselves from the conversation. But in my opinion, here the agent was in the timeline all along, so it is not a transfer. 

Hope it makes sense (excuse me as it is my first Community post) :) Thank you in advance for your opinions and help! 

Best regards
Anton 

Hi Anton,

Great first post and very detailed.  But I am not sure this is one we will be able to answer and might need a case with Genesys Customer Care with the example conversationID

In theory it should only show as a consult transfer if it was transferred, but the metric nConsultTransferred (The number of interactions that were transferred as part of a consult.) must have been present to show that in the count for consult transferred.  The only way to clear up what has happened for the interaction would be to get customer care to check.

Dear Community, 

For a report in my organization, I am filtering out calls from the interactions list as: Transfer = Yes, Abandon = Yes. Transfers can be either Blind Transfer or Consult Transfer (correct me if I am wrong), so I also added columns to distinguish those; of course, in some complex conversations there can be multiple transfers happening.

I noticed that a big portion of resulting calls show up with value Consult Transfers = 1 and a Timeline as in this example:

In our setup LH_GHL_STA_DE_GER (bottom queue) is a helpline. So, our agent needed support, called the helpline and while waiting there to be picked up, the customer dropped the call their side. 

My concern is, I agree that this is consulted, but why would this be consult transferred? As for me, a transfer would be if agent left the customer with the helpline (or anyone else other than him/her) and removed themselves from the conversation. But in my opinion, here the agent was in the timeline all along, so it is not a transfer. 

Hope it makes sense (excuse me as it is my first Community post) :) Thank you in advance for your opinions and help! 

Best regards
Anton