Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

Hi @Paul Simpson Thanks for your response. The agents transfer calls mostly to free-form numbers, a few external contacts. Thanks for your suggestion on checking the Interactions on the External contact. But since they transfer calls to Free-form number mostly, Is there a way to report on this? It's fine if it's not by queue.

Thanks & Regards

Dhana

------------------------------
Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)

Original Message:
Sent: 05-31-2023 15:19
From: Paul Simpson
Subject: Reporting on Transfer Destinations

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 05-29-2023 20:20
From: Dhanalakshmi Vasudevan
Subject: Reporting on Transfer Destinations

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Dhanalakshmi Vasudevan
Global Speech Networks Pty Ltd (Australia)
------------------------------

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

Hi @Paul Simpson 

If you are trying to explote native views in Genesys Cloud, try interacctions view and add the colummn "Session DNIS", this could work for you, it is not clean but it give you some hints. If ithe native views did not help then you have to use API or export reporting data to build a report according to your needs.

Regards,

SG

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

Hi @Paul Simpson 

If you are trying to explote native views in Genesys Cloud, try interacctions view and add the colummn "Session DNIS", this could work for you, it is not clean but it give you some hints. If ithe native views did not help then you have to use API or export reporting data to build a report according to your needs.

Regards,

SG

Are you transferring to defined External Contacts, or are you using free-form numbers?

If you open up an External Contact, you can see interactions involving that Contact, which may be some of what you need. (It doesn't, unfortunately, analyze by queue...)

HTH

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics 

Hi,

Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? 

Thanks in advance. 
#QueueReports #Reporting/Analytics