tbullion | 2018-06-15 20:46:33 UTC | #1
Is there a built in report that shows what calls were transferred from one queue to another? One of my customers is asking for the following:
1. What I am looking for is how many calls are being transferred into my division queues. I am over the LOWES, OEM RETAIL & BLINK queues. I know that the other queues (ODL PRO and WR PRO) are having to transfer several calls over to us, but haven’t found a report that will tell me that. I see transferred percentages, but they could be transferring within their own queues and not to me.
2. Who would get credit for those transfers. Does the person that answers and transfers get the same interaction credit as the person that actually handles the call?
In short she is trying to see how many calls are being transferred to her Queues from other Queues. Also how statistics on transferred calls are handled.
I opened a ticket with Genesys Customer Care and they said to try the Developer Forums.
tim.smith | 2018-06-15 20:51:39 UTC | #2
You would need to use an analytics conversation detail query to retrieve the conversations that were in a given queue. Once you have those results, you will then need to aggregate them by inspecting the participants (look for agents and queues and when they were connected).
The open data exporter open source project may be of use for this task.
system | 2018-07-16 20:51:43 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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