Genesys Cloud - Main

Is there a way to filter any of the view or add a column to see the phone number, user, external contact, or queue that a call was transferred to?

For example, if we have an expectation that a call is being transferred to an audio survey at the end of a call instead of ended, where can I see to where a call was transferred, not just that it was transferred. 

Other example, if we want to pull a call where an agent consulted with a supervisor or "help line," can we filter by "transferred to" user name (supervisor) or queue (help line)? 

#Reporting/Analytics

------------------------------
Shelby Cronk
ConvergeOne, Inc.
------------------------------

For users and queues, that will be listed in the normal User and Queue columns in the order of the transfer.  You can also use the DNIS Performance and drill down into the destinations to see some of this.  We do this in Power BI using our Ttec Insights product to allow for a similar drill-down but easier to visualize.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------