Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Transfer to and From Queues

    Posted 20 days ago

    I am looking to be able to report on both transfers to and from a queue. I can pull a report on the number of calls transferred from a queue, but not sure where to find the count of calls transferred to a queue. I thought I saw something recently on this topic, but I can't seem to find it. Thanks


    #Reporting/Analytics

    ------------------------------
    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
    ------------------------------


  • 2.  RE: Transfer to and From Queues
    Best Answer

    Posted 20 days ago

    Good Day Martin

    It seems that this is currently not possible.  I found the following idea on the Ideas Portal - https://genesyscloud.ideas.aha.io/ideas/ANLS-I-172.

    I would recommend voting on this idea.

    Regards



    ------------------------------
    Stephan Taljaard
    EMBEDIT s.r.o
    ------------------------------

    Original Message


  • 3.  RE: Transfer to and From Queues

    Posted 20 days ago
    Edited by Phaneendra Avatapalli 20 days ago

    Hi Martin,

    You may be able to use Session DNIS together with a filter on TRANSFERRED to identify interactions that were transferred into a queue.

    I actually used this approach last year to analyse transfers going from one of our manned queues. By looking at the transferred interactions and their DNIS, I was able to identify the top IVR options customers were selecting before being transferred to the queue.

    Based on that analysis, we updated our IVR so those options now route directly without requiring an agent transfer, and we now track those IVR transfers using Flow Outcomes in Architect.

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 4.  RE: Transfer to and From Queues

    Posted 20 days ago
    Edited by Phaneendra Avatapalli 20 days ago

    Found a similar thread talking about the same using Session DNIS

    https://community.genesys.com/discussion/reporting-on-transfer-destinations



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


Related Content