I am trying to find out how many calls are being transferred at the agent level. When I run an agent performance report, I get a number of transferred calls and a percent of calls transferred. When I go into the detail to Agent Performance, the count of Transfers is 2.
How can I find out what 2 calls were transferred by this Agent?
I went into Agent Interactions for this agent, this is what I see. In the transferred column, it indicates Yes, however, that is because, for lack of a better word, this is a Tier 2 call, so the Tier 1 agent transferred the call to the Tier 2 Queue. Tier 2 should have very few transfer calls, so I would like to know who is transferring and to where.
How can I get that data without going into the Timeline for each call? Would I investigate anything that had a number of higher than 1 in the Transfer column?
Also on the Queue Level, is the Transfer Rate the calls that are physically transferred from that queue? Or would the Transfer Rate include calls that were transferred into that queue? I am thinking the answer there HAS to be no, because ALL of the calls are transferred into this particular queue, you can not get to this team without going through the Tier One Queue.
This is one of the calls she transferred, but there does not seem to be an easy way find see where a Tier 2, or any agent for that matter would be transferring a call. I am pretty sure I must be missing something, any help anyone can provide would be greatly appreciated.
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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
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Original Message:
Sent: 02-01-2024 18:02
From: Anton Vroon
Subject: Reproting on transfers
In the queue performance views there is a transfer metric you can add by adding columns and selecting transfer and transfer %
Which should give you the number of calls transferred from the queue.
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Anton Vroon
Original Message:
Sent: 02-01-2024 17:23
From: Phaneendra Avatapalli
Subject: Reproting on transfers
HI Anton,
Thank you for your email, it is Transfer by Queue (queue performance).
So I would like to know how many transfers were done by them, this is only for inbound calls only.
--Regards,
Phaneendra Avatapalli
Technical Solutions Consultant
eSolutions
700 Blackburn Road, Clayton
Ph: 99051777
Original Message:
Sent: 2/1/2024 1:32:00 PM
From: Anton Vroon
Subject: RE: Reproting on transfers
HI Phaneendra,
Are you asking by inbound number how many calls have a transfer somewhere in the call (use DNIS performance)
Are you asking how many transfer by agent (agent performance)
Transfer by Queue (queue performance)
Or inbound flow to external?
Or something else?
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Anton Vroon
Original Message:
Sent: 02-01-2024 00:57
From: Phaneendra Avatapalli
Subject: Reproting on transfers
Hi Everyone,
Is there way we can get a report in Genesys on how many transfers are done from a particular number?
Regards
Phaneendra
#Reporting/Analytics
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Phaneendra Avatapalli
Monash University
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