Genesys Cloud - Main

Hello!

We are trying to set up an IVR Menu. We believe that we have a high volume of calls being transferred from one queue (business unit #1) to another queue (business unit #2). We cannot figure out a way to report on this. We can see in the individual interactions that we are transferring from #1 to #2 frequently. But I would like to see the volume and be able to track it more easily so we can also measure whether the menu is helping or not. 
Thank you for your help!

#Routing(ACD/IVR)

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Lindsey Major
N/A
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Hi Lindsey

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See what I commented in the thread linked below.
I would use the same strategy with a fake queue and inqueue flow.

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https://community.genesys.com/discussion/internal-transfers-1#bm09bc0aed-dbf4-4cad-84cd-019db5750e03

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The difference is that it would add the "flow outcomes" to the inqueue flow.
Unfortunately, this function doesn't exist in the inqueue flow, so it would need to be done via API .

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This would make it possible to include a column in the interactions menu, facilitating searching, viewing, and even reporting on the performance flow outcomes results.

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I hope this helps you and that more people will share ideas.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Hi Lindsey,

Kaio's suggestion sounds like a good approach.

Another simpler option to consider, depending on the process, is using wrap-up codes such as "Transferred to BU2" so you can report on those transfers going forward but this depends on agent behaviour.

In our case, we also looked at this slightly differently by adding common transfer options in the IVR. Customers could select the relevant option directly, and we used Flow Outcomes to track how many calls selected that path and transferred from the IVR.

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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