Genesys Cloud - Main

Hi All, 

I have data on the number of transfers from each Queue using Analytics Workspace -> Queue Performance. How can we determine where we are transfering calls to, so that we can identify IVR improvements or agent training opportunities, etc.? I did pull an interactions report and filtered on Transfer, but it leaves a lot to be desired in terms of First transfer (Queue, Group, non-Agent User), Second transfer, etc.

Thanks, in advance.

Hello Erin, 

I believe there are several ways to get the info you are looking for. The first one is the CDR or Call Detail Records. The CDR provides a complete picture of the caller's journey, including all parties involved in handling the call. You can see the timeline for each interaction, including the transfer activity. The system also tracks metrics in segments when calls are queued, transferred, and handle by different agents. Just as a note warm transfers are indicated by overlapping handle times between the sending and receiving agents. 

The Analytics Details API is also another one that could provide the info you are looking for. The conversation detail record contains destination addresses for both blind and consult transfers. This api also lets you pull data as frequently as you need and save it in any required format. This means you could potentially build custom reports focusing specifically on transfer patterns. 

The last one I can think of is Journey Analytics but only if you have access to it. You can visualize transfer paths and see the relative frequency of different transfer patterns. This could potentially help identify common transfer chains and potential areas for optimization. 

Hope this helps!

Happy Holidays!